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KMID : 1134820170460121531
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Journal of the Korean Society of Food Science and Nutrition
2017 Volume.46 No. 12 p.1531 ~ p.1538
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Study on Relationships of Performance with Foodservice Quality, Perceived Value, Customer Satisfaction, and Revisit Intention among University Students in Busan
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Lee Kyung-A
Lyu Eun-Soon
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Abstract
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This study investigated the optimal marketing strategy of university foodservice operations by analyzing the relationships of performance with foodservice quality (meal, menu, service, sanitation, atmosphere, and accessibility), perceived value, customer satisfaction, and revisit intention. The survey was administered to 332 university students in Busan area. The results show that 21.7% of students never used university foodservice, whereas 58.7% of them ate there 1 time per week. The total mean score of foodservice quality performance was 3.32/5.00, accessibility quality was 3.49/5.00, and menu quality was 3.01/5.00. The mean score of perceived value was 3.30/5.00, customer satisfaction was 3.22/5.00, and revisit intention was 3.16/5.00. Meal quality and menu quality showed a positive correlation (P<0.001) with perceived value, customer satisfaction, and revisit intention. Results confirm that performance of meal quality and menu quality had the highest positive influence on perceived value, customer satisfaction, and revisit intention (P<0.001). Further, customer satisfaction had a significantly (P<0.001) positive influence on revisit intention. Freshmen showed significantly higher scores for foodservice quality performance (P<0.01), customer satisfaction (P<0.001), and revisit intention (P<0.01) than other grades.
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KEYWORD
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foodservice quality performance, perceived value, customer satisfaction, revisit intention
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