• Journal of the Korean Society of Food Culture
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• v.24 no.6
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• pp.721-727
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• 2009

In this study, the current status of the business foodservice industry, evaluation of leftover food and customer satisfaction with foodservice at direct operation and consignment foodservice businesses in Chungbuk were examined. This study has managerial implications in terms of improving the quality and effectiveness of the business operation of the foodservice industry. The sample size of this study included 800 customers who use foodservices provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. From these 800 customers, a total of 692 were used (direct operation foodservice (n=361) and consignment foodservice (n=331) businesses). The results were as follows; First, as for the main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, 'the close location' had the high percentage. Approximately 41% of respondents were not satisfied with the foodservice in the employee restaurants. Second, leftover food from consignment foodservices was higher than that for direct operation foodservices. Third, there were significant differences in customer satisfaction with five areas of foodservice between the two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in the direct operation foodservice was higher than that of the consignment foodservice. In terms of the satisfaction level of foodservices, mealing process was the highest, followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses. Overall, satisfaction with the business foodservice was affected by the customers' satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, 'food' and 'information and service' were important areas for determining overall customer satisfaction with foodservice. In addition, the overall satisfaction was negatively correlated with the quantity of leftover food in the direct operation and consignment foodservice business.

• Journal of the Korean Society of Food Culture
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• v.14 no.5
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• pp.487-495
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• 1999

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.

• Korean Journal of Community Nutrition
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• v.13 no.1
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• pp.69-79
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• 2008

This study was designed to develop the strategy plans for the customer satisfaction on foodservice in the senior care facilities. For this, we examined the level of the customer satisfaction and foodservice quality. Additionally, the association between service quality, customer satisfaction, and social, psychological, physical factors of the aged were tested. Data from convenience samples from 3 senior care facilities were collected by using a questionnaire. Exploratory factor analyses were completed on 20 attributes for the food and service quality and 7 items for the social and psychological states of the aged, respectively. Cronbach's a was estimated for reliability, and Pearson correlation and multiple regression analysis were used for statistical analyses. The level of the satisfaction on foodservice was 4.01 of 5.0. The satisfaction on foodservice did not show the significant differences by gender, education level, BMI, and socio-psychological satisfaction. But the foodservice quality and the satisfaction showed significant difference by income and physical problem, and the goal of life of the eldely, respectively. Multiple regression analyses revealed that the determinants of the customer satisfaction on foodservice were the core quality of product, confidence, professionalism of employees and secondary quality of products. Especially, the kindness of employee is the most important attribute of the foodservice. Based on these results, we can set the strategy plans as follow: (1) the introduction of the foodservice evaluation system (2) the deployment of the event activities for offering fun to the customer (3) the continuous training of employees for ensuring the professional and kind service system, and (4) the introduction of selective menu system and take-out service of menu.

• Journal of the Korean Dietetic Association
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• v.8 no.4
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• pp.398-407
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• 2002

This study is for confirming and finding which kinds of parameter is on Service Quality and Customer Loyalty of Foodservice Operation. For this, the purpose of the study is investigating the relationship between A Customer Loyalty and the factors which would affect it, relative influence-relation about meditate roles of influence-factors. A study model and several hypotheses were developed regarding the relationships. Moreover, after making a question sheet, based on the collected and analyzed 250 of them. The study model was analyzed with, SPSS 10.0 and AMOS 4.0 program. At first, when the quality of service is high, it directly affects Customer satisfaction. With the result from the study, it is prove that the service quality is very important. On the other hand, the service quality do not directly affect the Customer Loyalty. The second, when the value of service is high, it affects the customer-satisfaction. But, although the value of service is high, it doesn't directly affect the Customer Loyalty. So, it is clear that the value of Service on Foodservice Operations is the variable precedent of customer-satisfaction. The third, when the customer-satisfaction is high, customer loyalty is high. It is necessary to make the strategy about the management of Foodservice for keeping customer-satisfaction steadily. According to this study, the important variables are the value of service, the service quality and customer-satisfaction. With these results, we have to manage the factors for keeping the Customer Loyalty in Foodservice Operations.

• Korean journal of food and cookery science
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• v.26 no.4
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• pp.413-421
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• 2010

The purpose of this study was to improve the satisfaction of college foodservice customers by analyzing the correlation between college student satisfaction with foodservice and customer loyalty. The questionnaire was distributed to 480 customers at six universities in Busan. The average customer satisfaction score was 2.76, and customer satisfaction was highest with food, followed by sanitation, environment, and service (in decreasing order). Customers reported the frequency with which they were satisfied when using university foodservice operations (on an increasing scale from "almost never" to "more than five times") in four areas: food (p<0.001), service (p<0.01), sanitation (p<0.05), and environment (p<0.001). The average scores of customer loyalty, intent to purchase again, intent to advertise by word-of-mouth, and intent to switch were 2.67, 2.83, 2.52, and 2.67, respectively, and these scores demonstrated differences according to frequency of foodservice use (p<0.001). Food, service, sanitation, and environment correlated significantly (+) with customer loyalty. Intent to repeat purchase showed the highest correlation with food quality (p<0.05), and intent to advertise by word-of-mouth and to continue patronizing foodservice demonstrated the highest correlations with service (p<0.01). After classifying customers into four groups according to customer satisfaction and loyalty, a comparison was done to determine satisfaction and loyalty by each customer strata. In the "loyalist" group, satisfaction with environment and the intent to advertise by repurchase were significantly higher than in the other groups (p<0.001). In "defectors" group, satisfaction with service and the intent to advertise by word-of-mouth were significantly lower than in the other groups (p<0.001).

• Culinary science and hospitality research
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• v.5 no.2
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• pp.261-279
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• 1999

In order to meet competitive power, foodservice should aim to satisfy customers through distinguished quality and service as well as speciality and know-how. Especially, in coming 2000 year will be openned ASEM, 2001 will be the "Year to visit Korea", 2002 will be openned Korea-Japan Soccer World Cup, with these event as a momentum the domestic foodservice industry would be continuously increased and improved. Foodservice industry is the tertiary industry with the potentiality, tremendous popularity, premanancy and future-orient, it is gradually taking root as a basic industry after going through the industrialization. Furthermore, foodservice industry aim to satisfy customer based on quality, services, cleanliness, atmosphere, timing and value, besides, it is customer closeby service which to supply value and satisfaction through systemization, being manual, being technological renovation. Strategic management of foodservice industry is as following: Firstly, marketing strategy requires positing strategy to recongnize self-brand to the customer, thus requires to get hold how to take firm in customers′ mind. And then distingushed strategy requires. So somehow it is important to secure competitive in customers′ mind. Secondaryly, it requires strategy of competive advantegy. It is not to improve unique core competence of industry which is developed and studies for a long time but to pursuit diversfication based on core of industry Thirdly, it requires strategy of customer satisfaction. In these modern days it is important how much to satisfy customer, as it could be not expect continuous frowth and development without strategy of customer satisfaction. Therefore strategy of customer satisfaction is a necessary condition for the foodservice industry.

• Journal of the Korean Dietetic Association
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• v.15 no.3
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• pp.262-277
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• 2009

Fresh-cut foods have been widely used in the school foodservice industry due to their convenience and saving effects of labor and working hours. This study evaluated the effectiveness of using fresh-cut foods in school foodservice with respect to cost efficiency, customer satisfaction, employee satisfaction, and productivity. First, in terms of cost efficiency, the cost of the fresh-cut food per meal price significantly increased by 2.6% via the new production plan. Meanwhile, the costs of labor and food wastes significantly decreased by 3.0% and 0.3%, respectively, after implementing the new plan. Second, customer satisfaction towards foodservice significantly increased, from 2.94 points prior to the new plan to 3.45 points. Third, foodservice productivity such as of the number of meals per full-time equivalent employee increased by 5.7 meals, from 143.0 meals to 148.7 meals after intervention. The productivity index of work hours for producing a meal also increased and was reflected by a work time reduction of 0.77 minutes, specifically from 4.25 minutes to 3.48 minutes. The labor cost per meal also decreased by 29.9 won, from 331.91 won to 301.97 won, but there was no significant difference. Through these results, we identified that using pre-process foods in school foodservice has positive effects on labor saving, customer satisfaction, and employee work satisfaction.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.127-136
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• 2007

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.143-151
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• 2007

The purpose of this study was to fine out a relation to the profitability in the view of market-orientation and examine the roles of marketing efficiency and adaptability in foodservice companies. In the previous studies, because of the concepts of market-orientation have mostly focused on hotels or common companies, in this study aimed to foodservice companies. This study was on the basis of Kohli & Jaworski (1990)'s theory. For the validity verification of measured items, SPSS WINDOW 10.0 was used to analyze factors and, for the reliability verification, Cronbach's Alpha coefficient was used. The result was as follows. First, market-orientation has great influence on customer satisfaction and customer loyalty. Second, customer satisfaction and customer loyalty were acquired for the good marketing efficiency and adaptability in foodservice companies. Thus, from now on, the foodservice company need to carry out the market-orientation concept.

• The Korean Journal of Community Living Science
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• v.11 no.1
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• pp.9-18
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• 2000

The purposed of the study was to assess customer satisfaction concerning foodservice quality characteristics by using developed DINESERV model for university employee foodservices. Specially, it was intended to develop the tool which assesses the differences between customer importance and perceptions of customer with actual foodservice delivery by university employee foodservices. Questionnaires were distributed to 300 un9iversity employees. Total 230 university employees responded with a usable response rate of 67.7%. Statistical data analysis was completed using SAS programs for descriptive analysis and t-test. The results of the study are as follows: 1) Employees´first choice was distance when they select foodserveices. They answered their preference as the first factor when they order menu in the foodservices. The first complain factor concerning university foodservices was the taste of food. 2) Customers did not satisfied with the foodservice quality of university employee foodservices. Importance mean score of service quality was 3.81 out of 5 but percption mean score of service quality was 3.10. Importance mean score of food quality was 4.11 out of 5 but perception mean score of food quality was 2.96. 3) Customers´satisfaction of service quality by dimensions were as following order: assurance > reliability > responsiveness > empathy > tangibles. And customers´satisfaction of food quality by dimensions were as following order: nutrition > food > price > sanitation. There were no significant difference about customer satisfaction between contracted management and self-operated.