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KMID : 1011620170330060691
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Korean Journal of Food and Cookey Science
2017 Volume.33 No. 6 p.691 ~ p.701
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Importance-Performance Analysis (IPA) of Service Quality Attributes of University Foodservice by City Size
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Lee Kyung-A
Lyu Eun-Soon
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Abstract
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Purpose: The objective of this study was to investigate the importance and performance of service quality attributes of university foodservice difference between a metropolitan city and medium-sized city using IPA.
Methods: The research was performed by using questionnaires conducted from April to May on 397 university students in Busan (metropolitan city) and Changwon (medium-sized city) area.
Results: Total mean scores for the performance of the metropolitan city was significantly higher (p<0.001) than that of the medium-sized city, whereas the gap was significantly lower (p<0.001) than the medium-sized city. For the results of the IPA grid, ‘freshness of food’, ‘healthy menu supply’, ‘rapid treatment about complaints’, ‘waiting time’, ‘enough chairs and dining tables’, ‘appropriate temperature of dining hall’, ‘cleanliness of utensil’, ‘cleanliness of distribution and return area‘, and ‘operating hours’ fell into quadrant I (focus here) for the metropolitan city. On the other hand, medium-sized city’s IPA grid showed that ‘taste’, ‘freshness of food’, ‘menu variety’, ‘sanitation of meals’, ‘cleanliness of utensils’, ‘cleanliness of restaurants’, ‘convenient location,’ and ‘easy accessibility’ fell into quadrant I (focus here).
Conclusion: Since there was a difference in the university foodservice quality between the metropolitan city and medium-sized city, the foodservice managers should plan a differentiated foodservice operation strategy
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KEYWORD
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city size, university foodservice, service quality attribute, importance-performance analysis (IPA)
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