Browse > Article
http://dx.doi.org/10.7318/KJFC/2021.36.6.542

A Study on the Analysis of Customer Satisfaction Factors in Institutional Foodservice according to the Changes of Foodservice's External Environment Due to Covid-19  

Guak, Jiewon (Department of Nutritional Science and Food Management, Ewha Womans University)
Oh, Ji Eun (College of Science & Industry Convergence, Ewha Womans University)
Cho, Wookyoun (Department of Food & Nutrition, Gachon University)
Cho, Mi Sook (Department of Nutritional Science and Food Management, Ewha Womans University)
Publication Information
Journal of the Korean Society of Food Culture / v.36, no.6, 2021 , pp. 542-554 More about this Journal
Abstract
Institutional foodservice is a type of meal provided to workers in industry and affects the health and psychological wellbeing of workers and productivity. Thus, research on customer satisfaction with institutional foodservice is important. In addition to food industry and food culture developments, the requirements of institutional foodservice customers are diversifying due to COVID-19. Therefore, the purpose of this study was to identify factors that affect customer satisfaction with institutional foodservice using a user-based approach. In this study, the quality of institutional foodservice was defined using customer satisfaction or dissatisfaction, and by using in-depth interview and open coding (a qualitative research method), we derived qualities of institutional foodservice from the user's perspective and compared these with those of previous studies. This study is meaningful as the quality of institutional foodservice was analyzed using a user-based approach, in-depth interview, and open coding and compares results with those of previous studies.
Keywords
Institutional foodservice; qualitative research method; in-depth interview; open coding; user-based approach quality;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Strauss, Anselm & Corbin, Juliet M.1990. Basics of qualitative research: Grounded Theory Procedures and Techniques. California: Sage Publications, Inc., USA, pp 101-122
2 Yonhap News. 2021.4.17. Half of the office workers enjoy a walk after lunch. "Walunch". Available from https://www.ytn.co.kr/_ln/0103_202104170920020004/, [accessed 2021.10.25]
3 Han MA, Chong,YK. 2015. Research Articles: Customer Perception of Food Service Contact-Elements using Kano Model and Quality Function Deployment(QFD): Focused on Industrial Foodservice Operations. J. Tour. Sci., 39(2): 27-43
4 Jo CH, Nam YJ. 2017. A Study on Open University's Library Service Quality Using the Kano Model and the Timko's Customer Satisfaction Coefficient. J. Korean Biblia Soc. Lib. Info. Sci., 28(2):137-155   DOI
5 Jo JS. 2019. A Methodological Study on the Development of an In-Depth Interview Guide. J. Qual. Inq., 5(1):29-52
6 Kim HJ, Lyu ES. 2013. Relationship Between Foodservice Satisfaction and Customer Loyalty in Industry Contracted Foodservice. J. Korean Soc..Food Sci. Nutr., 42(8):1318-1324   DOI
7 Kim HN, Han R, Lee YE. 2020. Parents' Evaluation on Foodservice Quality of Day-Care Centers in Chungbuk Province. J. Korean Soc. Food Sci. Nutr., 49(11):1275-1288   DOI
8 Kim MR. 2016. Analyzing User's Perceptions on Quality Elements and Attributes of University Library Services and Their Relative Importance. J. Korean Soc. Lib. Info. Sci., 50(3):267-292   DOI
9 Kim OH, Cha JS. 2020. A Qualitative Study on the LongevityDNA of Korean Old Restaurants: Based on the Grounded Theory. J. Foodserv. manag., 23(2):283-308
10 Tom'as Rossetti, So-Yeon Yoon, Ricardo A. Daziano. 2021. Customer valuation of preventive measures by restaurants during the COVID-19 crisis. Researchgate.net
11 Yi YJ, Bak HA. 2020. A Comprehensive Review of Customer Satisfaction, Service Quality and Customer Participation Behavior. J. Consumer Stud., 31(5):49-90   DOI
12 Yoo HM, Lee RY, Kim BY. 2010. The Customer's Evaluation on Service Quality of Industry Foodservice. J. Tour. Ind. Res., 4(2):39-56
13 Asiae.2020.12.4. "Please just eat quietly." Do you know "COVID-19 Restaurant Manners?"". Available from https://view.asiae.co.kr/article/2020120409490682473, [accessed 2021.12.08]
14 COVID-19.2020.11.23.News&Issue Available from http://ncov.mohw.go.kr/tcmBoardView.do?brdId=3&brdGubun=31&dataGubun=&ncvContSeq=4175&contSeq=4175&board_id=311&gubun=ALL, [accessed 2021.12.08]
15 Donga science. 2020.11.12. How to prevent COVID-19 infection in restaurants. Available from http://dongascience.donga.com/news.php?idx=41335/, [accessed 2021.10.25]
16 Fsnews.2020.12.27. [2020 Top 10 issues with foodservice] In 2020, when we only looked at "COVID-19". Available from http://www.fsnews.co.kr/news/articleView.html?idxno=40978 [accessed 2021.12.08]
17 Monthly restaurant magazine. 2020.10.12. Food consumption culture changed by COVID-19. Available from https://post.naver.com/viewer/postView.nhn?volumeNo=29615146&memberNo=36529745&vType=VERTICAL/, [accessed 2021.10.25]
18 Yonhap News. 2020.12.17. Everything has changed since "1.20." Things that disappeared in the COVID-19 pandemic. Available from https://www.yna.co.kr/view/AKR20201216165500530?input=1195m, [accessed 2021.12.08]
19 Nutriand.2020.5.Availiable from https://blog.naver.com/nutriand/221936225533/, [accessed 2021.10.25]
20 Bogdan, R. C., Biklen, S. K. 2007. Qualitative research for education: An introduction to theories and methods (3th ed.). Boston:Allyn & Bacon, USA, pp 1-48
21 Nature Volume 587 Issue 7834, 19 November 2020."How to stop restaurants seeding covid infections". Available from https://www.nature.com/articles/d41586-020-03140-4/, [Accessed on 2021.10.25]
22 Choi ST. 2013. The Study of Causal Relationship Between Quality, Satisfaction and Trust by Their Consumption Value Type in Contracted Food Service Business. Doctoral degree thesis, KyungHee University, Korea, pp 48-54
23 Cho SH, Yoo JE. 2019. Development and validation of an elementary school curriculum evaluation instrument: An exploratory sequential design. J. Edu. Sci., 21(2):269-292
24 Choi Bo-Yoon. 2015. Customer's Perceived Gap between Satisfaction and Importance in company cafeteria Selection Attributes Influencing on Repurchasing intentions and customer switching intentions. Master's degree thesis, Sejong University, Korea, pp 33-39
25 Jung DW, Ju MS, Oh GL,Choi HM, Park EJ, Kim HJ, Park SM. 2020. Building Green Living Environment for Children (II): Green Consumption Implementation Strategies for Risk Reduction. KEI. 1-253
26 Kim SJ, Kim MA. 2001. Analysis of Demographic Backgrounds on Factory Foodservice Quality for Employee Grouped by Working Types. J. Korean Diet. Assoc., 7(4):397-409
27 Eko, Leanne, Beechler, Liz. 2020. Reopening Washington Schools 2020: School Nutrition Programs. Washington Office of Superintendent of Public Instruction, USA, pp 1-28
28 Gu SB, Chong YK, Han MA. 2016. Effects of Perceived Congestion on Service Quality and Customers Satisfaction in Business & Industry Institutional Foodservice Operations. J. Foodserv. Manag. Soc. Korea., 19(5):193-214.
29 Garvin, David A. 1984. "What Does "Product Quality" Really Mean?." Sloan. Mgmt. Rev., 26(1):25-43
30 Merriam, S. B. 1998. Qualitative research and case study applications in education: Revised and Expanded from Case Study Research in Education 2nd Revised & Expanded Edition, San Francisco, Jossey-Bass, USA, pp 1-275
31 Kim HS, Kim YG, Cha SB. 2012. Impact of Industrial Catering Food Service Factors on Foreign Workers' Satisfaction in Ansan City. Int. J. Tour. Sci., 36(3):277-293
32 Kim OH. 2020. COVID-19 Pandemic and the Food Industry: Navigating The Uncharted. J. Foodserv, Manag., 23(4): 343-365
33 Kong TW, Kim KJ. 2013. A Study on Service Quality of Institutional Foodservice by the Kano Model. J. Foodserv. Manag., 16(1):179-197
34 Lee JE. 2015. Dietitians" Perception of Importance about Standards of Foodservice Management Associated with LongTerm Care Hospital Accreditation. J. Korean Soc. Food Sci. Nutr., 44(10):1558-1566   DOI
35 Kwon YG. 2018. Percieved Quality in Consumer Co-operatives: iCOOP. Doctoral degreethesis, Sungkonghoe University, Korea, pp 17-20
36 Kim SH, Kim NY. 2015. Perception of Foodservice Quality Satisfaction by Using Attitude in Company Cafeteria - Focused on Daejon Area - Korean J. Food & Nutr., 28(1):94-103   DOI
37 Kim YS, Lee JH. 2020. A Study on the Influence Relationship of Feeding Attributes of Industrial Workers between Customer Satisfaction and Affection: Targeting Industries in Changwon. Culi. Sci. & Hos. Res., 26(7):200-209   DOI
38 Ko SH. 2013. A survey on customers' importance-performance of service qualities when using an cafeteria and outside restaurant in some company cafeteria. Korean J. Food. Cook. Sci., 29(1):73-79   DOI
39 Lee JH, Park HJ. 2019. Effects of Institutional Food Service Factors on Eco-friendliness, Customer Satisfaction and Customer Loyalty -Focus on the Evaluation of Millennials. Regional Ind. Rev., 42(1):113-131
40 Oliver. R. L. 1980. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. J. Marketing Res., 17(4):460-469   DOI
41 Park CS, Kim HK, Park CH, Song DH, Cho YS. 2008. An Empirical Study on Effecting the Meal Properties to the Job Satisfaction through the Meal Satisfaction. J. Korean Data Analysis Soc., 10(4):2265-2279
42 Park JS. 2011. A Study on the factors which make an effect on the customer satisfaction of industry food service. Master's degree thesis, University of Suwon, Korea, pp 37
43 KDCA.2020.12.7.Social distancing web poster. Available from https://www.kdca.go.kr/gallery.es?mid=a20503020000&bid=0003&act=view&list_no=144890, [accessed 2021.12.08]
44 Shin BS. 2013. A Study on Improving the Quality Perception for Coffee Stores. Korean Corp. Mgmt. Rev., 20(4):189-203
45 Nam SW. 2018.The Effects of Contracted Food Service and EcoFriendly Factors on Customer Satisfaction and Customer Loyalty -Focus on the Evaluation of Contracted Food Service Customers. Doctoral degree thesis, Youngsan University, Korea, pp 26-32
46 Lee EY, Choi ST, Lee SB. 2007. An Analysis of User Satisfaction by the Food Service Factors in the Contracted Food Service Management Industry. J. Hos. Tour. Stud., 9(3):113-129
47 Park YT. 2018. Quality Management. KSAM, .Korea, pp 251-276
48 Roulston, K. 2014. Conducting and Analyzing Individual Interviews. The Oxford handbook of Qualitative Research in American Music Education.Oxford University Press, UK, pp 250-270
49 Seidman, I. 2013. Interviewing as qualitative research: A guide for researchers in education and the social sciences. NY: Teachers College, USA, pp 14-32
50 Song JM.2008.The Study on the Child Welfare Needs Using Focus Group. J. Child Welfare & Devt., 6(2):43-58
51 Muhammad Shahbaz, Muhammad Bilal, Abdul Moiz, Shagufta Zubair, Hafiz M.N. Iqbal. 2020. Food Safety and COVID-19: Precautionary Measures to Limit the Spread of Coronavirus at Food Service and Retail Sector. Shahbaz et al., J. Pure Appl. Microbiol, 14(1):749-756   DOI
52 Joongang.2021.10.10. Restaurant business "offline" sales decreased by 14.1%...' Half of "Pub". Available from https://www.joongang.co.kr/article/25013648, [accessed 2021.12.08]
53 Ryu KU. 2012. The Process of Career Decision-making for College Preservice Teachers who have Withdrawn fromTeaching as a Career. Korean. J. Teach. Educ., 28(2):1-22