Journal of the Korean Society of Food Science and Nutrition (한국식품영양과학회지)

The Korean Society of Food Science and Nutrition (한국식품영양과학회)
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Evaluation of Perceived Importance and Satisfaction of Foodservice Selection Attributes in University Students in Beijing, China

중국 북경지역 대학 급식소 고객의 급식선택속성에 대한 중요도와 만족도 평가

  • Fan, Ming-Ming (Department of Food and Nutrition, Daegu University) ;
  • Bae, Hyun-Joo (Department of Food and Nutrition, Daegu University)
  • 범명명 (대구대학교 식품영양학과) ;
  • 배현주 (대구대학교 식품영양학과)
  • Received : 2015.10.16
  • Accepted : 2016.04.04
  • Published : 2016.04.30
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Abstract

This study was conducted to analyze the gap between importance and satisfaction of university foodservice attributes as well as to assess customer satisfaction with university foodservice establishments. All statistical analyses were conducted using the SPSS package program (ver. 20.0) for t-test, ANOVA, and Importance-Performance Analysis (IPA). A total of 619 valid responses were used for the data analysis. The results of this study are as follows: the composition of respondents was 53.5% males and 46.5% females. Exactly 85.5% of respondents ate lunch at least five times a week at the on-campus foodservice. The favorite lunch menus of Chinese university students were Chinese food (91.8%), followed by Western food (3.5%), Korean food (2.2%), and Japanese food (1.5%). According to the results of IPA, foodservice selection attributes that were priorities for improvement were food taste, food freshness, menu variety, waiting time for meal, and toilet cleanliness. In addition, five satisfaction factors were extracted by exploratory factor analysis. According to the results of one-way ANOVA, 'physical environment' and 'service quality' factors showed significant differences according to the students' grades and the frequency of eating lunch at on-campus foodservice. On the other hand, 'food quality and menu' and 'convenience and price' factors showed significant differences according to meal cost. In conclusion, in order to enhance customer satisfaction of on-campus foodservice, foodservice managers should offer a varied menu at reasonable prices and improve food quality.

중국 북경지역 대학 급식소의 음식과 서비스 품질 개선 방안을 마련하고자 중국 북경지역 3곳의 대학 급식소를 이용하는 고객 총 619명을 대상으로 설문조사 하여 통계분석 한 결과 조사대상자는 남자가 53.5%, 여자가 46.5%였고, 평균 연령은 만 23세였다. 전체 응답자 중 하루 세끼 식사를 하는 비율은 전체의 85.3%였고, 대학 급식소에서 점심을 하는 비율은 1주일에 평균 5회 이상인 경우가 전체의 85.5%였다. 그리고 점심비 평균은 5위안(원화 905원) 초과에서 8위안(원화 1,448원) 이하가 전체의 51.7%로 가장 많았으며 대학 급식선택속성에 대한 IPA(Importance-Performance Analysis) 결과 우선으로 개선이 필요하다고 평가된 항목은 '음식의 맛', '음식 재료의 신선도', '메뉴의 다양성', '식사 대기시간'과 '화장실의 청결' 등이었다. 그리고 조사대상자의 특성에 따른 급식선택속성 요인의 만족도 차이 분석 결과 '음식의 질과 메뉴' 요인에 대한 만족도는 평균 급식비가 8위안(1,448원) 초과한 그룹이 다른 그룹에 비해 유의적으로 낮았고(P<0.05), '물리적 환경' 요인에 대한 만족도는 대학 급식소에서 점심을 1주일 평균 4회 이하로 하는 그룹이 5회 이상 식사하는 그룹에 비해 유의적으로 낮았다(P<0.05). 또한 '서비스 질' 요인에 대한 만족도는 매일 대학교 급식소에서 점심식사를 하는 그룹이 다른 그룹에 비해 유의적으로 높았으며(P<0.05), '편리성과 가격' 요인에 대한 만족도는 평균 급식비가 5위안(905원) 이하인 그룹이 다른 그룹에 비해 유의적으로 높았다(P<0.05). 따라서 중국 대학 급식소의 급식관리자는 급식소 이용 고객의 만족도를 증대시키기 위해서 음식의 질 개선과 함께 적정한 가격에 다양한 메뉴를 제공하는 방안을 적극적으로 모색해야 할 것이다.

Keywords

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  1. Perception of Foodservice Quality according to the Customer Loyalty among University Students in Daegu·Gyeongbuk Area vol.34, pp.1, 2018, https://doi.org/10.9724/kfcs.2018.34.1.113