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KMID : 1011620130290010073
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Korean Journal of Food and Cookey Science
2013 Volume.29 No. 1 p.73 ~ p.79
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A survey on customers' importance-performance of service qualities when using an cafeteria and outside restaurant in some company cafeteria
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고성희:Ko Seong-Hee
저자없음:No authors listed
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Abstract
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The purpose of this study was to examine the level of importance of service quality provided by restaurant when industry meal service recipients used the restaurant. Additionally, the purpose was to compare the level of satisfaction on the respective service qualities of company cafeteria and outside restaurant. The level of relative importance and satisfaction of service quality attributes are comparatively analyzed using the Important-Performance Analysis (IPA) of customers in order to provide basic information on the direction of marketing to efficiently operate company foodservice facilities. Restaurant service qualities were divided into the six factors of hygiene, convenience, food, environment, subsidiary services and food distribution process. The results revealed that the ‘environment’ of both company cafeteria and outside restaurant was needed to improve as quickly as possible. Additionally, it was found that the level of satisfaction was higher in the ‘food’ and ‘environment’ factors when using company cafeteria and outside restaurants, which would become an important attribute for the company foodservice recipients to use outside restaurants than using company cafeteria. Accordingly, it could be said that company cafeteria will need further control of the ‘food’ and ‘environment’ factors.
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KEYWORD
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service quality, company cafeteria, outside restaurant, IPA
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