KMID : 0664320040100030309
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Journal of the Korean Dietetic Association 2004 Volume.10 No. 3 p.309 ~ p.321
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The Analysis of Customers Satisfaction with Foodservice Quality according to the Types of Foodservice
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Cha Young-Sook
Kwak Tong-Kyung Hong Wan-Soo
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Abstract
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This research was conducted to increase the customer satisfaction through the evaluation of their satisfaction in employee-feeding foodservice operations according to the types of foodservice. The questionnaires were distributed to randomly selected customers of employee-feeding foodservice 120 each at two public organizations, two companies and two colleges. SPSS was used for descriptive analysis, Cronbach¡¯s Alpha value and Anova test. Six hundred seventy eight respondents in self-managed foodservices and 660 in contracted foodservices were participated for the survey. On average, the number of male respondents(67.9%) was more than twice than the number of female respondents(32.1%). As for the age group, twenties were the major with 48.5% at self-managed foodservices, 56.2% at contracted foodservices. With the marital state of the users, 57% at self-managed foodservices, 61.2% at contracted foodservices were single, showing higher proportion of non-married users at contracted foodservices. In all categories comprising the foodservice satisfaction, significant differences were shown in the quality of foods(p<0.001), tangibility(p<0.05) and empathy(p<0.05) according to the types of foodservice. Responsiveness(2.9+/-0.87) was ranked for the highest degree of satisfaction and reliance(2.32+/-0.76) was the lowest at self-managed foodservices. The result at contracted foodservices showed the same categorical order with responsiveness(2.9+/-0.87) ranked at the first and reliance(2.32+/-0.76) at the last.
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KEYWORD
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employee-feeding foodservice, self-managed, contracted, satisfaction
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