• Culinary science and hospitality research
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• v.12 no.1 s.28
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• pp.188-202
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• 2006

With large corporations entering into the foodservice market, competitions among those foodservice providers became intense, leading to differentiated quality services in terms of portioning out the meal, its portion and waiting time, not to mention food quality. The purpose of providing foodservice is to satisfy its customers, to secure optimum level of profits, and attain continuous quality improvement. To have such purpose attained, all other factors affecting the foodservice should be allowed to play a role. The intensity of the work performed by the employees should be maintained at a steady level and systematically controlled. 'Service First’ principles upholding that customer satisfaction comes from good service should be applied at all times; customer satisfaction comes from the satisfaction of the employees. Customer satisfaction through good service will contribute to an increase in revenue which we get by subtracting operating expenses from the total sales, as it will lead to concluding a long-term supply contract or renewing the existing contract. To keep the operating expenses to the minimum level, it is important to effectively perform the cost control. Since personnel expenses occupy a large portion of the operating expenses, it is imperative to effectively control the labor costs. For this reason, this study will present an effective program for disposition of men with a large organization being centered around, where the number of people served at the mess hall varies greatly depending on a day of the week and a mealtime of the day.

• The Korean Journal of Franchise Management
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• v.11 no.1
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• pp.7-17
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• 2020

Purpose - As the competition in the foodservice franchise industry and the market becomes fierce and the entry barrier is lowered, the foodservice franchisor and franchisees strive to increase their competitive advantage in the market. Therefore, the franchisor and franchisees use experience management strategies to enhance the positive experiences of customers visiting the stores. In this regard, this study examines the effects of customer-oriented activities (physical-, social-, health-, and service-oriented activities) on utilitarian and hedonic values, and loyalty using stimulus-organism-response (S-O-R) model and value-expectancy theory. Research design, data, methodology - The data were collected from panels of online survey company, who visited a foodservice franchisee within last month. The survey was conducted for about 15 days from March 7, 2019 to March 21, 2019, and about 3,500 e-mails and messages were distributed to ask for the survey. A total 412 responded and completed the questionnaires. Of the 412 completed questionaires, 12 were discarded due to missing and misinformation data and 400 were retained for further data analysis. Results --The results showed that social oriented activities, health oriented activities, and service oriented activities had positive effects on hedonic value, while physical oriented activities did not have a significant effect on hedonic value. Health oriented activities and service oriented activities had positive effects on utilitarian value, while physical oriented activities and social oriented activities had no significant effects on utilitarian value. Hedonic and utilitarian values also have a positive effect on loyalty. Conclusions - First, food service franchises should provide services and menus in consideration of the health of customers. When a customer visits the store, franchisee should provide more health-oriented food or materials and clean and comfortable conditions so as not to threaten the health of the customer. Second, the food service franchise must build a service-oriented system. Foodservice franchisor need to provide continuous service training not only to the franchisees, but also to the employees of the franchisees. Third, franchise should design a store where customers can form social exchanges through providing various information exchange to customers and making the store as a local community center.

• Korean Journal of Community Nutrition
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• v.18 no.5
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• pp.491-504
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• 2013

The purposes of this study were to analyze the quality attributes, quality factors and customer satisfaction in school foodservice and to provide suggestions for improving school foodservice environments. The survey was distributed to different respondents (5,771 students, 2,045 parents, and 1,981 faculty members) at different types of schools (elementary school, middle school, and high school) on September 2010 in 16 cities and provinces. The data were analyzed using SPSS for descriptive analysis, one-way ANOVA, t-test and multiple linear regression analysis. First, all foodservice quality attributes were significant different by respondents and the faculty had higher scores than parents and students. A comparison of scores by respondents and distribution place demonstrated that classroom of student and parents had a higher score for quality attributes. The overall satisfaction with school foodservice was significant different by respondents and higher for classroom than for dining hall for student and parents. In comparison of annual data, there was decreased overall satisfaction and quality attributes in student and parents. Second, in the regression results, which showed the effects of the foodservice quality attributes on overall satisfaction by respondents and distribution place, improvements of 'food taste', 'pleasant foodservice environment', and 'kindness of employee' would increase satisfaction in most of the respondents. Third, the overall satisfaction with school foodservice was higher for nutrition teachers than dietitians for students and faculty. Therefore, the operators will need to make different efforts based on each customer needs to improve the overall satisfaction on school foodservice.

• Korean Journal of Human Ecology
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• v.23 no.5
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• pp.941-955
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• 2014

A price discount is one of the effective marketing means to get business profitability in a short period of time. Recently most of the foodservice enterprises in our country utilize a variety of discount methods such as affiliated cards, point cards, discount coupons, social commerce and/or event discount as their marketing strategy. Therefore, this research aimed to investigate customer satisfaction about discount methods provided by the foodservice industry and explore the moderate effect of the discount methods between customer satisfaction and loyalty. For data collection, both of online and offline questionnaire surveys were carried out, and a total of 871 responses were analyzed. As results, the respondents showed high satisfaction with the discount methods, and the discount methods had a positive moderate effect between customer satisfaction and loyalty.

• Journal of Nutrition and Health
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• v.36 no.9
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• pp.966-973
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• 2003

The purpose of this study was to investigate the utilization level of forecasting methods in contract foodservice management companies. Questionnaires were distributed and collected from 30 foodservice management companies contracted with universities and 49 university foodservices in Seoul and Kyungki area. Statistical data analysis was performed using SPSS/WIN 10.0 based on the production records of Yonsei University foodservices and the weather reports from a meteorological observatory. The results of this study were as follows: 1) The objectives of the fore-casting systems were identified as saving costs through eliminating the leftover, meeting the customer demands, and improving efficiency in food preparation.2) All of the university foodservices were already performing the forecasting methods but in foodservice management companies as a whole,89.7 percents were applying the method and only 55.2 percents had the separate forecasting department. 3) A large number of foodservice staffs in the head office (65.5％) answered that they often utilized intuitive estimates based on the past experiences and records for forecasting while 65.3% managing staffs in the university foodservices answered the same.4) Both in the head office and university foodservices, actual number of meals served were recorded. In the head office, mostly estimated numbers and actual numbers of meals were recorded while estimated, prepared, and actual numbers of meals served were recorded for most of the cases in university foodservices. 5) The primary factors considered for forecasting were the actual production records for the last month, the customer preference for the selected menu items, and the specific day of the week.

• Journal of the Korean Dietetic Association
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• v.8 no.1
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• pp.19-25
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• 2002

The purposes of this study were to : (1) identify the faculty and staffs' patronage behaviors, (2) evaluate customer perception and complaint on service quality attributes, (3) diagnose customer needs to construct scheme for building a new faculty foodservice. The qualitative method of this research was proceeded by interviewing 20 individuals. Most respondents considered that 'taste', 'atmosphere', 'clean and sanitation', and 'menu variety' were important rather than 'price' in general faculty foodservice. Therefore, 'taste', 'menu variety', 'atmosphere' were the most important service attributes for remodeling present faculty foodservice.

• Korean Journal of Community Nutrition
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• v.10 no.6
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• pp.943-951
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• 2005

The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality'(p < .001), 'customer reception' (p < .001) and 'personnel attitude' (p < .05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice qualify. (Korean J Community Nutrition 10(6) $943\∼951$, 2005)

• Journal of the East Asian Society of Dietary Life
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• v.23 no.6
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• pp.850-861
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• 2013

This study aimed at investigating any differences perceived between the contractor and the contractee based on an importance-performance analysis (IPA) of foodservice quality attributes. Questionnaires were distributed to 200 personnel concerned in the Busan, Ulsan and Kyungnam areas and a total of 134 valid responses were used for analysis. Of the 23 foodservice quality attributes, the factors of 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were induced from a scale purification process through the exploratory factor analysis. The level of importance (p<0.01) of the 'hygiene and safety' factor and 'employee service' factor was not found to be significantly different between the groups. In the level of performance, the factors of 'food service', 'employee service', 'customer orientation' and 'operation quality' were found to be perceived significantly lower than expected by the contractor group. In the importance level, 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were rated by the contractor as 4.03, 4.30, 4.27, 4.01 and 4.12 points, respectively. In contrast, in the performance level, perceived 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were evaluated as 3.57, 3.94, 4.06, 3.83 and 3.95 points, respectively.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.5
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• pp.727-737
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• 2007

The aims of this study was to suggest a new efficiency measurement indicator for evaluating the management efficiency of decision making units(DMUs) in the contract foodservice industry. The data envelopment analysis(DEA) model which considers multiple inputs and outputs and looking for benchmarks, was used to compare the productivity of DMUs. We considered sales, profits, and customer satisfaction as output variables and it adopted food cost, labor cost and administrative expense as input variables. The results of applying DEA revealed relatively efficient types of business and service types. The efficiency of school units was highest and the mired service type was the most efficient one. In this study the CCR model efficiency was analysed with profit and the customer satisfaction index by the matrix method. DEA efficiency was correlated with profit but there was no correlation between DEA efficiency and the customer satisfaction index.

• Journal of the Korean Dietetic Association
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• v.2 no.1
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• pp.81-91
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• 1996

Customer satisfaction concerning foodservice quality characteristics were evaluated by using importance performance analysis(IPA) techniques in employee feeding operations. The purpose of this study were to survey employees' health condition and their food habits, to examine employees' perception of the importance and performance concerning foodservice quality charactertics and to analyze attributes for quality improvement in employee feeding operations. A questionaire for survey was developed and mailed to 1,700 employees and the response rate was 60.8%. Statistical data analysis was done using the SAS programs for descriptive analysis, $x^2$-test, F-test and Fisher's LSD. The results of this study were as follows 1. Most of employees responded that their health condition were generally good. 2. 17.8% of surveyed employees responded that they usually skipped their breakfast. 3. Main reasons of using employee feeding facilities identified were convenience and cheap price of meals. 4. Dissatisfied quality attributes identified were taste of food, atmosphere and location d dinning room, and the quality of food served for breakfast and dinner, 5. Satisfied quality attributes identified were nutritionally balanced meal with variety, competitive managerial skills of dietetian, and quality of food served for lunch.