대학교 기숙사 급식소의 이용실태 조사 및 운영형태별 서비스 품질 영역에 대한 고객 만족도 평가

서지정보

ㆍ발행기관 : 한국식생활문화학회 ㆍ수록지정보 : 韓國食生活文化學會誌 / 15권 / 2호
ㆍ저자명 : 양일선, 원지현, 강혜승

영어 초록

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, 2-test, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of 「convenience」, 「food quality」 and 「menu variety」were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables 「menu variety」 and 「facilities」in 'self-operated' operations, whereas 「food quality」, 「menu variety」 and 「price」 in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression 「food quality」(p〈.001), 「price」(p〈.001), 「facilities」(p〈.001), 「convenience」(p〈.001), 「menu variety」(p〈.001), 「manager's attitude」(p〈.0l), and 「atmosphere」(p〈.01), in decreasing order, significantly impacted on 「overall customer satisfaction」.

참고 자료

없음