Journal of the East Asian Society of Dietary Life (동아시아식생활학회지)

The East Asian Society of Dietary Life (동아시아식생활학회)
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A Comparative Study on Importance-Performance Analysis of Perceived Foodservice Quality between the Contractor and the Contractee

단체급식 서비스품질에 대한 고객사와 위탁급식회사 중요도-수행도 비교 연구

  • Kim, Hong-Geun (Dept. of Food and Nutritional Science, Kyungnam University)
  • 김홍근 (경남대학교 식품영양학과)
  • Received : 2013.11.18
  • Accepted : 2013.12.31
  • Published : 2013.12.31
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Abstract

This study aimed at investigating any differences perceived between the contractor and the contractee based on an importance-performance analysis (IPA) of foodservice quality attributes. Questionnaires were distributed to 200 personnel concerned in the Busan, Ulsan and Kyungnam areas and a total of 134 valid responses were used for analysis. Of the 23 foodservice quality attributes, the factors of 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were induced from a scale purification process through the exploratory factor analysis. The level of importance (p<0.01) of the 'hygiene and safety' factor and 'employee service' factor was not found to be significantly different between the groups. In the level of performance, the factors of 'food service', 'employee service', 'customer orientation' and 'operation quality' were found to be perceived significantly lower than expected by the contractor group. In the importance level, 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were rated by the contractor as 4.03, 4.30, 4.27, 4.01 and 4.12 points, respectively. In contrast, in the performance level, perceived 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were evaluated as 3.57, 3.94, 4.06, 3.83 and 3.95 points, respectively.

Keywords

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