• Journal of the Korean Dietetic Association
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• v.7 no.4
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• pp.397-409
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• 2001

The purposes of this study were to identify customer expectation, perception and satisfaction of foodservice quality to analyze the influencing factors on foodservice quality and finally to provide basic information for the improvement of foodservice quality. A survey of 4 factory foodservices was undertaken and detailed information was collected from 675 respondents. Statistical data analysis was completed using the SPSS package program for descriptive analysis, t-test and one-way ANOVA. Male had higher scores than female in perceptions of foods and services, and the differences were statistically significant. As analysis of expectation, perception and satisfaction result of age, expectation and perception were statistically significant, and mostly expectation and perception increased according as age increased. Expectation and perception showed statistical differences by marital status. Married people had higher scores in expectation and perception of food and service than single. According to family type, respondents living alone showed lower scores in expectation and perception of food and service than those living with family or relatives. Conversely, living alone had high expectation on service. As analysis of work type, office workers showed higher scores of service expectation, food and service perception than production workers. As education level increased, food and service expectation and perception increased mostly. As analysis of work post, food and service expectation and perception increased as work post raised. Meanwhile, married people had higher scores in service quality of satisfaction than single. Result of the study can be summarized as follows the analysis of expectation, perception and satisfaction of foodservice quality, the Quadrant of food and service quality expectation and perception according to demographic variables. Expectation, perception and satisfaction scores of foodservice attributes according to work type. The distribution of attributes with satisfyingly significant difference in grid.

• The Korean Journal of Community Living Science
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• v.17 no.1
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• pp.67-77
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• 2006

This study was conducted to investigate the degree of visitors' expectation and satisfaction with foodservice qualities in the rural theme villages. The subjects were 210 participants in the rural theme villages of Gyeongsangbuk-do. The results of this study consisted of three major parts: sociodemographic characteristics, visitors' visiting behavior, the analysis of visitors' expectation and satisfaction. 98.8% of the subjects were accompanied by children and most respondents had the intention of revisiting. The foodservice qualities with the highest expectation scores were 'food freshness' (3.76 point) and those with the highest satisfaction scores were 'friendly employee' (4.14 point). According to the overall attributes, visitors' satisfaction was higher than expectation. 'Food taste' and 'Local food' were the relatively most important attributes for overall satisfaction in the rural theme village.

• Journal of the Korean Society of Food Culture
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• v.21 no.6
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• pp.702-713
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• 2006

The purpose of this study was to identify the influence of school foodservice dietitians' work value on job satisfaction, organizational commitment, and turnover intentions. Also, this study explored the role of the expectation to the institution of nutrition teachers as a moderating variable in three relationships: 1) between work value and job satisfaction, 2) between work value and organizational commitment, and 3) between work value and turnover intentions. This study surveyed dietitians who worked at school foodservice in Kyunggii and Daegu${\cdot}$Gyeoungbuk province. A total of 509 responses were collected using on-site survey and online survey (response rate 59.3%). This study conducted hierarchical regression analysis to test the moderating effect of the expectation to the institution of nutrition teachers. Results of hierarchical regression showed that work value of status upgrade had a positive effect on job satisfaction to promotion opportunity and salary, and such effect was more significantly apparent in high expectation to new work. In addition, work value of status upgrade had a positive effect on turnover intention, and such effect was more significantly apparent in low expectation to new work environment improvement. Work value of work activity preference also appeared to have a positive effect on organizational commitment, and such effect was more significantly apparent in high expectation to social status and professionalism.

• Korean journal of food and cookery science
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• v.16 no.5
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• pp.437-444
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• 2000

The purpose of this study were to identify customer expectation, perception and satisfaction of foodservice quality to analyze the influencing factors on foodservice quality and finally to provide basic information for the improvement of foodservice quality. Among expectation scores of food quality attributes, ‘hygiene of food(3.27)’received the highest score. In expectation scores of service quality attributes,‘hygiene of tableware(3.40)’was the most important. Satisfaction of ‘appropriate 1 portion size(-0.11)’was the highest scored, while‘dealing with complaints on meals(-0.70)’was the most dissatisfied one. Satisfaction was highly correlated with‘providing preferred menu(r = -0.62)’of food quality expectation. It was highly correlated with‘dealing with complaints on meals(r = -0.61)’of service quality expectation. Expectation and perception of foodservice as 2.25 and 2.90 out of 5, respectively, which suggests that foodservice needs to be improved. The attributes identified in Quadrant A, which was labelled‘focus here’and supposed to indicate the areas of high expectation but in low perception, was hygiene of carts holding used trays. The results of expectation and perception analysis indicated the areas that the attention of management should be given to improve quality of foodservice. The stepwize regression analysis suggested that foodservice expectation and perception explaints around 56.7% of the variation in general customer satisfaction.

• Journal of the Korean Dietetic Association
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• v.5 no.1
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• pp.29-47
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• 1999

The purpose of this study is to provide the basic data and their analysis to improve hospital foodservice by identifying patient satisfaction with different attributes of hospital foodservice and its influencing factors using self written survey on nine hundred fifteen hospitalized patients in 28 general hospitals in Seoul and Kungki area. The statistical analysis of data was done by SAS/WIN package(Version 6.11) to determine Descriptive Analysis, T-test, Analysis of Variance, Pearson's Correlation, and Factor Analysis. The summary of the study results is as follows : 1. Among sixteen food-service quality attributes, the most unsatisfying one was the meal itself, the provision of nutrition informations, the possibility of menu choices, immediate response on meal problems, and the taste of the meal. 2. There was a positive correlation between the general quality satisfaction and freshness, nutritional considerations, and the temperature of the dishes and trays, and variety of menu in food-service quality were also correlated positively. 3. Based on the result of statistical analysis on the expectation and recognition in hospital food-service quality attributes vs quality satisfaction, expectation was negatively correlated with quality satisfaction : however, recognition was positively correlated.

• Journal of the Korean Society of Food Culture
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• v.17 no.1
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• pp.49-56
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• 2002

The purpose of this study was to analyze staff satisfaction with staff foodservice in hospitals. The study compared the hospital staff's expectations and perceptions of foodservice. The quality satisfaction values were indicated as the differences between their expectations and perceptions. The subjects were 643 hospital staff in 11 Daegu . Kyungpook hospitals. Written questionnaires were used to collect the data. The completion rate was 76.9%. There were 17 attributes for foodservice quality, which were divided by factor analysis into four main quality factors; sensory, nutrition, sanitation and service. The high expectation and low perception items on the expectation and perception grid were: seasoning of the meals, taste of the meals, variety of the menu, nutritional considerations, cleanliness of the dishes, and prompt handling of meal complaints. On all the attributes measured, expectations were higher than perceptions. The quality satisfaction values were all negative. There were highly significant(p<0.001) correlations between quality satisfaction and variety of the menu(r=0.783), nutritional considerations(r=0.770), prompt dealing with meal complaints(r=0.762), cleanliness of meals(r=0.689), and courtesy of employees (r=0.653). There is a need to improve taste, menu variety, nutrition, sanitation, speed of handling meal complaints, and courtesy.

• Journal of Nutrition and Health
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• v.37 no.4
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• pp.329-338
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• 2004

The purposes of this study were to : a) develop the quality assessment tool of hospital foodservice management, b) evaluate the S hospital's foodservice quality by this tool, and c) do the feasibility study about this tool in hospital food-service field by establishing quality management strategies. The developed quality assessment tool of hospital food-service management was consisted of 20 items for quality evaluation by Likert 5 point scale and two additional questions with the most satisfactory item and the most unsatisfactory item. As a result of evaluation, S hospital's foodservice quality was somewhat high, on the factor 'personnel attitude', especially. The IPA technique proved nine items including Q5, Q7, Q8, Q11, Q12, Q13, Q15, Q16, Q17 were in 'Doing Great, Keep It Up' and seven items such as Q1, Q2, Q3, Q6, Q9, Q18, Q19 that got high expectation and low perception needed to be focused in quality management strategy.

• Journal of Nutrition and Health
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• v.33 no.4
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• pp.464-476
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• 2000

The purpose of this study was to measure patient satisfaction with hosptial foodservices, and thereby identify areas for improvement and provides basic data for the introduction of total quality management into hospital foodservice in the Taegu·Kyungpook area. This survey was carried out on 676 hospitalized patients in 11 hospitals with over 200 beds to determine the quality satisfaction with foodservices. The subjects were 62.4% male and 37.6% female. Sixty-two percent of the subjects were over age 40, 46.7% were only educated to middle school or below, 41.8% were hospitalized for 1 - 10 days. Eighty-seven precent of the subjects did not receive any nutrition education. The expectation and perception grid showed that the high expectation to the low perception items were the seasoning of the meals, taste of the meals, and prompt dealings with meal complaints. The quality satisfaction values of all the attributes indicated a minus. The unsatisfied quality attributes were the opportunity to meet with a dietitian, seasoning of the meals, taste of the meals, explanation of the meals, and prompt dealings with meal complaints. Among the demographic characteristics, age, education, length of admission, and experience with nutrition education produced significant differences in the quality satisfaction scores. In conclusion, it would seem to be desirable that hospital foodservice department introduce selective menus, hygiene education for foodservice employees, standard recipes, quality assurance, and increase the meal rounding of dietitians in the patient foodservice.

• Journal of Nutrition and Health
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• v.40 no.3
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• pp.281-287
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• 2007

The purpose of this study was to measure patients satisfaction and expectation with hospital foodservices, and thereby identify areas for improvement and provide basic data for the introduction of total quality management with hospital foodservices. This survey was carried out on 383 hospitalized patients of 7 hospitals in Deagu, Busan, Changwon with 350 beds to determine the quality satisfaction with foodservices. The subjects were 50.5% male and 49.5% female. 62.6% of the subjects were over 40 age, 31.4% were only educated to middle school or below, 28.3% were hospitalized for 7-14 days. The mean score for taste of diet was 2.79, temperature 3.23, appearances 2.96. Most subjects agreed with following foodservice characteristics that meals of movement (4.03), dress of employees (3.84), kindness of employees and meals arrived exactly the same time every day (3.47) and cleanliness of foods (3.34) and dishes (3.33). The unsatisfied quality attributies were information provide (2.82), variety of the meals (2.91), mixing of meals (2.95), the opportunity to meet with a dietitian (2.97) and prompt dealings with meal complaints (3.01). Most subjects expectation that the decrease the multiple of menus, increase provide of fruits in hospital meals and selective menus in hospital foodservices operations. In conclusion, it would seem to be desirable that hospital foodservices departments introduce selective menus, quality assurance, and increase the meal rounding of dietitians in the patient foodservice.

• Korean Journal of Community Nutrition
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• v.11 no.3
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• pp.361-373
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• 2006

The purpose of this study was to identify the difference of school food service dietitians' work value, job satisfaction, and turnover intention based on their expectation to be a nutrition teacher. Also, this study explored the differences in expectation to be a nutrition teacher, work value, job satisfaction, turnover intention depending on demographics and school foodservice operational characteristics. This study surveyed dietitians who worked at school foodservice in Kyunggii and Daegu Gyeoungbuk Province. A total of 509 responses were collected using on-site survey and online survey (59.3%). Dietitians expressed favorable work value ($3.88{\pm}0.34$) and mid level of a job satisfaction ($2.99{\pm}0.64$). The percentage of dietitians who had an intention to leave after the promulgation of a nutrition teacher system (13.2%) was lower than that of dietitians who had an intention to leave prior to it (23.2%). Most dietitians expected a salary rise (84.7%), more chance to teach nutrition education (76.0%), and the improvement of power not only as a teacher but as a dietitian (72.7%). Dietitians who had higher expectation levels to be a nutrition teacher (> 3 on the 5 point Likert scale) showed a higher tendency of significant turnover intention (F = 4.40, p < 0.01) and more confident work value (F = 15.292, p < 0.001) when comparing those who had lower expectations. There were significant differences in work value, job satisfaction, turnover intention, and expectation to be a nutrition teacher depending on career length and employment status of dietitians. This study revealed that school food service dietitians have favorable expectations to be nutrition teachers with high work value.