한국식생활문화학회지 (Journal of the Korean Society of Food Culture)
- 제14권5호
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- Pages.487-495
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- 1999
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- 1225-7060(pISSN)
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- 2288-7148(eISSN)
위탁운영 사업체급식소의 운영현황에 따른 고객만족도 분석
An Analysis of Customer Satisfaction by Operational Characteristics in Business & Industry Foodservice Operated by Contracted Foodservice Management Company
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Yang, Il-Sun
(Department of food & Nutrition, Yonsei University) ;
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Han, Kyung-Soo
(Department of Culinary & Catering Management, Kyonggi University)
- 발행 : 1999.12.30
초록
The objectives of this study were to analyze customer satisfaction by operational characteristics in business & industry foodservice operated by contracted foodservice management company. The instruments were developed by reviewing literatures on customer satisfaction and by intervewing with managers, employers and customers. A total of 1000 questionnaires were hand delivered at the ten contracted foodservice operations by designated coordinators. A total of 833 questionnaires were usable; resulting in an 83.3% response rate. Statistical data analysis was completed using the SAS 6.04 for description, T-test, ANOVA. Overall customer satisfaction score for office building foodservice was significantly higher than those for manufacturing company foodservice. As for the type of management contracts, overall customer satisfaction score for management fee contracts was significantly higher than those for profit and loss contracts. With regard to payment method, overall customer satisfaction score for meal card was higher than those for POS system. Concerning the categories of service, overall customer satisfaction for combo-tray service was higher than those for cafeteria-tray service and partially self-service. As for types of menus, the score of overall customer satisfaction was not significantly different between cafeteria menu and double choice menu.
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