• Preventive Nutrition and Food Science
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• v.10 no.4
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• pp.372-377
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• 2005

This study was designed to examine the satisfaction of high school students with different types of foodservice management programs. The importance and the performance of foodservice management programs were evaluated based on the perceptions of high school students about food service characteristics affecting customer satisfactions. The average score of the attributes affecting the importance of school food service program was $4.27\pm0.49$ and the most important attribute was identified as 'the food safety $(4.68\pm0.67)$', followed by 'the taste of food $(4.66\pm0.65)$'. The average scores of all performance dimensions were lower than 3 point. 'Menu dimension' was rated as the lowest dimension $(2.61\pm0.89)$ and 'Food dimension $(2.79\pm0.70)$' was rated as the highest dimension. Significant differences among different types of foodservice management were perceived by respondents in the overall performance (F=40.244, p<0.001). Students who served by contract-conventional management rated significantly higher performance score on all of the performance attributes than the students served by other types of foodservice management. The results of the importance and the performance analysis present that student satisfaction is affected with the type of foodservice management programs and substantial differences lies between the perceptions of foodservice operations and students.

• Journal of the Korean Dietetic Association
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• v.9 no.3
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• pp.233-247
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• 2003

This research was conducted to analyze the difference of perception of employee-feeding foodservice according to the types of foodservice. To survey the perception of employee-feeding foodservice among customers, the questionnaire consisted of the perception of employee-feeding foodservice. The questionnaires were sent to randomly selected customers of employee-feeding foodservice 120 each at two public organizations, two companies and two colleges, SPSS was used for descriptive analysis, computing Cronbach's Alpha value and Anova test. 678 of users of self-managed foodservices, and 660 of contracted foodservices, total 1,338 answered for the survey. Among them 67.9%(69.9% at self-managed foodservices, 65.9% at contracted foodservices) were male and 32.1%(30.1% at self-managed foodservices, 34.1% at contracted foodservices) were female. As for the age group, twenties were the major with 48.5% at self-managed foodservices, 56.2% at contracted foodservices. For the reason of visiting cafeteria low price was answered by 40.9% at self-managed foodservices, while approachable location were ranked first by 45% at contracted foodservices. Foodservice perception evaluation of foodservice in four categories showed significant differences: quality of the foods(p<0.001), sanitation(p<0.05), tangibility(p<0.001), empathy(p<0.05). Among the four categories tangibility(2.80$\pm$0.69) showed the highest perception at self-managed foodservices, while at contracted foodservices quality of foods (2.82$\pm$0.61) was with highest recognition.

• Journal of the East Asian Society of Dietary Life
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• v.23 no.6
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• pp.850-861
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• 2013

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.

• Journal of Nutrition and Health
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• v.38 no.2
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• pp.180-189
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• 2005

The purposes of this study were 1) to analyze the effect of the ERP quality (system quality, information quality, service quality) on the performance (end user satisfaction, user's performance, system utilization) of business, 2) to conduct the causal-effect analysis between outcome variables (user's satisfaction, user's performance, system utilization) of ERP in the contract foodservice management company. The questionnaires were distributed to 260 end users (dietitians, foodservice management managers) in charge of managing the institutional foodservice such as the office (government agencies, factories), schools (universities, middle and high school) and hospitals which were managed by contract foodservice management company 'C' in Seoul and Kyunggi. The surveys were performed from July 26, 2004 to July 30. 2004. Two hundred and fifty (250) questionnaires were responded (response rate: 96.2%). The statistical analysis was conducted using SPSS Win (11.5). And the descriptive analysis, factor analysis, reliability test, pearson correlation, simple and multiple regression analysis were performed. The results showed that among the 3 factors (system quality, information quality, service quality), the system quality and information quality were proved to have an effect on the user's satisfaction and user's performance significantly (p < .05). The influence of ERP quality (system quality, information quality, service quality) on system utilization were testified to be statistically significant (p < .05). The user's performance were affected significantly by system utilization (p < 0.001) and end user's satisfaction (p < 0.001). As a conclusion, to improve user satisfaction, which is the ultimate performance variable of an ERP system, high quality of an ERP system is the pre-requisite. And the user satisfaction and performance of business would be higher with the better quality ERP system. When constructing ERP system for the contract foodservice management company, we should improve system utilization and user satisfaction altogether so that user's performance could be ultimately enhanced and we should make efforts to enhance the quality level of ERP. (Korean J Nutrition 38(2): 180～189, 2005)

• Journal of the Korean Society of Food Culture
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• v.24 no.1
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• pp.58-68
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• 2009

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

• Journal of Community Nutrition
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• v.6 no.1
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• pp.42-47
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• 2004

The purpose of the study was to investigate assisted living residents' perception of foodservice experience using a qualitative approach. A total of 14 residents who lived in assisted living units of a continuing care retirement community participated in interview sessions. The interviews were semi-structured with open-ended questions. The interviews were transcribed and coded to identify themes from the responses. The residents perceived the availability of choices, variety of foods, and service positively, but expressed concerns about food preparation, food quality, and repetitive menus. They were particularly concerned with tough and dry meats. The foodservice department should consider the older residents' ability to chew and their changing taste buds when determining quality of food purchased and preparation methods. The residents considered the service pleasing and described it as satisfactory. They stated that the service staff was friendly but needed more training in proper service techniques. Communication between the foodservice department and the residents was an area to be improved. The foodservice department should increase the residents' involvement in the menu planning and evaluation of the foodservice on a routine basis. Foodservice managers and dietitians working for the older adults can utilize the findings of the study to identify strategies to improve foodservice at their facilities

• Journal of Community Nutrition
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• v.6 no.1
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• pp.41-47
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• 2004

The purpose of the study was to investigate assisted living residents' perception of foodservice experience using a qualitative approach. A total of 14 residents who lived in assisted living units of a continuing care retirement community participated in interview sessions. The interviews were semi-structured with open-ended questions. The interviews were transcribed and coded to identify themes from the responses. The residents perceived the availability of choices, variety of foods, and service positively, but expressed concerns about food preparation, food quality, and repetitive menus. They were particularly concerned with tough and dry meats. The foodservice department should consider the older residents' ability to chew and their changing taste buds when determining quality of food purchased and preparation methods. The residents considered the service pleasing and described it as satisfactory. They stated that the service staff was friendly but needed more training in proper service techniques. Communication between the foodservice department and the residents was an area to be improved. The foodservice department should increase the residents' involvement in the menu planning and evaluation of the foodservice on a routine basis. Foodservice managers and dietitians working for the older adults can utilize the findings of the study to identify strategies to improve foodservice at their facilities.

• Journal of the Korean Dietetic Association
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• v.10 no.2
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• pp.184-189
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• 2004

The purposes of this study were to evaluate the quality of hospital food services in view of patients in orthopedic wards and accomplish the quality improvement in hospital foodservice operations. Quantitative questionnaires for patients containing foodservice satisfaction and demographic information were developed. A survey of 8 general hospitals was undertaken and detailed information was collected from 290 patients in orthopedic wards. The collected data were processed using the SAS PC 6.12 for descriptive analysis, t-test. In demographic information of patients, 32.6% was over 50 years old and 31% was hospitalized over 30 days. 80% of patients was taking normal diet. 47.7% and 47.9% of patients showed moderate appetite and moderate pain respectively. The overall satisfaction score for patients was 3.24 out of 5, showing slightly higher level than the average score(3.00). According to foodservice involvement scores of patients, they were divided into two groups which were high involved group and low involved group. Two groups showed significant differences in taste of meals, variety of menu, punctuality of meal times, temperature of meals and portion size. The foodservice involvement factor which affected significantly patient foodservice satisfaction was 'kindness of foodservice staff'.

• Journal of the Korean Dietetic Association
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• v.2 no.1
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• pp.81-91
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• 1996

Customer satisfaction concerning foodservice quality characteristics were evaluated by using importance performance analysis(IPA) techniques in employee feeding operations. The purpose of this study were to survey employees' health condition and their food habits, to examine employees' perception of the importance and performance concerning foodservice quality charactertics and to analyze attributes for quality improvement in employee feeding operations. A questionaire for survey was developed and mailed to 1,700 employees and the response rate was 60.8%. Statistical data analysis was done using the SAS programs for descriptive analysis, $x^2$-test, F-test and Fisher's LSD. The results of this study were as follows 1. Most of employees responded that their health condition were generally good. 2. 17.8% of surveyed employees responded that they usually skipped their breakfast. 3. Main reasons of using employee feeding facilities identified were convenience and cheap price of meals. 4. Dissatisfied quality attributes identified were taste of food, atmosphere and location d dinning room, and the quality of food served for breakfast and dinner, 5. Satisfied quality attributes identified were nutritionally balanced meal with variety, competitive managerial skills of dietetian, and quality of food served for lunch.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.451-455
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• 2007

This paper introduces service quality systems such as tourism service, outbound travel services, domestic travel services, condominium services, and, foodservice golf club services, These service quality systems include terminology of travel agencies and tour operators, process, infrastructure, and, terminology of hotels and other types of tourism accomodation.