• 대한지역사회영양학회지
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• 제8권4호
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• pp.556-565
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• 2003

Market segmentation helps providers to find better marketing opportunities and allows foodservice managers to develop the right product for each target market. Therefore, this study, taking university faculty and staff as subject, is intended to diagnose the relative value of service quality attribute, on the basis service quality scenario of faculty foodservice; to suggest price for improving customer loyalty in market segments. A questionnaire was developed ar d mailed to 600 Yonsei university faculty and staffs. A total of 385 questionnaires were usable; resulting in a 58.7％ of faculty and a 69.7％ of staff response rate, respectively. Statistical data analysis was completed using the SAS/Win 6.12 for descriptive Analysis, ANOVA, principal factor analysis, cluster analysis, reliability test and discriminant analysis. The results of the study are as below. Eighteen questions were selected for measuring respondents' lifestyle by AIO method and the seven lifestyle factors derived from factor analysis and aggregated distinct 4 clusters. Service quality attributes of the scenario were determined with 'food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation'. 'Food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation', in decreasing order, were identified as improving customer loyalty. However, most faculty and staffs were satisfied with the present meal price. The result of this study indicates that the relative value of service quality was differed significantly among the various market segments. 'Food quality', 'menu variety', and 'atmosphere' were determined as major service quality attributes. Thus, customer loyalty could be increased by improving food taste and quality, atmosphere, and service delivery. (Korean J Community Nutrition 8(4) : 556 ∼565, 2003)

• 한국식품조리과학회지
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• 제31권1호
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• pp.72-82
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• 2015

The purpose of this study was to investigate workers' perception on the quality improvement of Korean restaurants for the globalization of Korean food. A total of 342 workers at Korean restaurants in Seoul and Gyeonggi province were surveyed using a self-administrated questionnaire. Excluding responses with significant missing data, 250 responses were used for data analysis. In terms of the improvement of service quality attributes, the 'sanitation management (4.51)' category received the highest score, followed by 'service skill (3.93)', 'menu development (3.90)', 'serving method (3.88)', 'facility and ambiance (3.84)', and 'food taste (3.40)'. There were significant differences of workers' perception on the improvement of service quality which were 'menu development (p<0.01)', 'service skill (p<0.001)', 'facility and ambiance (p<0.001)', and 'sanitation management (p<0.01)' by restaurant operation type, and 'service skill (p<0.001)' and 'facility and ambiance (p<0.001)' by workers' position. The mean score of each service quality category showed that Korean restaurants managed by a franchisor were ranked the highest. In each service quality category, the items which showed the highest scores for the improvement were 'developing the finest cuisine (4.08)', 'providing food seasoning according to customer requests (3.70)', 'proving ladles, tongs, and extra plates which enable customers to take as much food as they want (4.12)', 'staff's ability to explain menu (4.08)', 'using tableware appropriate to each dish (4.03)', 'sanitary management of the provided tableware (dishes, spoons and knives) (4.57)', and 'thorough toilet management (4.57)'. This research suggests that Korean restaurants need to improve service quality to globalize Korean food, and the strategies for service quality management should be developed to be applied to each restaurant operation type.

• 한국식품조리과학회지
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• 제30권2호
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• pp.228-238
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• 2014

This study identified the importance and performance perceptions of funeral foodservice service quality toward funeral foodservice employees, chief mourners/the bereaved and funeral visitors. Data were collected using self-administered questionnaires from 102 funeral foodservice employees, 71 chief mourners/the bereaved and 293 funeral visitors. According to the result of the survey, 'hygienic food production process' was recognized as the most important attribute while 'neat appearance of food' had the least performance. By comparing the importance of service quality attributes between three subject groups, it can be identified funeral foodservice employees had the highest recognition while funeral visitors had the lowest (p<0.001). Furthermore, funeral foodservice employees had a significantly high performance level compared to chief mourners/the bereaved in all 19 service quality attributes (p<0.001). The IPA result toward funeral foodservice employees indicated the following attributes that required improvements: 'reasonable menu price' and 'kindness of helpers'. Another IPA result from chief mourners/the bereaved recognized 'reasonable menu price' as a service priority. Overall, implications for funeral foodservice managers regarding service quality improvement are discussed.

• 대한지역사회영양학회지
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• 제8권4호
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• pp.566-573
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• 2003

The purpose of this study was to assess how the changes in the food services environment on patients satisfaction with the hospital food service. Statistical data analyses were completed using the SPSS 11.0 program. The results can be summarized as follows: The flow line and environment of the food services in the hospital were improved through remodeling, which included the replacement of all cooking utensils, ventilation facilities and material storages, the purchase of a combi steamer, and the change of meal carts and trays. After the remodeling, the hospital food service was improved so that it provided spoons at each meal, diversified the menu utilizing the combi steamer, served event meals three times a week as well as water boiled with burned rice in the morning twice a week. In addition, various types of tableware were used in the table settings to produce attractive visual effects. Among the 10 items included on the patient satisfaction questionnaire, ″satisfaction with offered menus″ (p < 0.01) showed significantly higher scores before the remodeling. ″cooking/seasoning of food″, ″amount of meals″ and ″taste of meals″ were not statistically significant, but showed increased satisfaction after the remodeling. However ″temperature of food″, ″cleanliness of clothes and features″ and ″satisfaction with meal times″ were not statistically significant, but showed decreased satisfaction after the remodeling. (Korean J Community Nutrition 8(4) : 566-573, 2003)

• 대한영양사협회학술지
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• 제21권1호
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• pp.25-36
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• 2015

In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.

• 대한지역사회영양학회지
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• 제5권4호
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• pp.662-671
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• 2000

The purpose of this study was to analyze university students' perception of service quality attributes in residence hall foodservice. Questionnaires were hand delivered to 1,210 university students residing in a residence hall. A total of 1,011 was usable, resulting in an 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. A statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, $X^2$-test, t-test, ANOVA, Spearman Correlation, and Common factor Analysis, and Importance- Performance Analysis(IPA) was completed. Significant negative correlations between importance and performance were found with 'abundance of foods'(p < 0.001), 'discontent handling'(p < 0.001), and 'availability of new menus'(p < 0.01). factors including food, menu, sanitation, atmosphere, facilities, employee's attitude, and convenience were rearranged and a new dimension was created with the service. Employee's attitude and service factors received the highest scores in customer perception of importance and performance. Food, menu, and convenience factors were included in Quadrant A. female students had significantly higher importance mean scores than males, while males had significantly higher Performance mean scores. (Korean J Community Nutrition 5(4) : 662~671,2000)

• 대한지역사회영양학회:학술대회논문집
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• 대한지역사회영양학회 2004년도 추계학술대회
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• pp.135-135
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• 2004

• 대한지역사회영양학회지
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• 제20권6호
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• pp.447-459
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• 2015

Objectives: This study aimed to assess the improvement of teachers' sanitation performance and food distribution environment at Centers for children's food service management after a sanitation education program. Methods: The subjects were 119 teachers working at child care centers registered in the Daejeon Center for Children's Foodservice Management in Dongu and Jung-gu, Daejeon. The sanitation education was provided three times from March to August in 2014, and the survey questionnaires were distributed before and after the education. The sanitation status of food service environment of the centers was examined by ATP(adenosine-5'-triphosphate) bioluminescence. Results: After the sanitation education, the teachers showed higher levels of sanitation knowledge. Also, sanitation performance and recognition level of the importance of it significantly improved after the education program. The mean variation scores of importance and performance after the education were 0.14 and 0.23. According to the Importance-Performance Analysis (IPA) results of 26 sanitation attributes about the food service environment, the selection attributes with relatively low performance and importance were mostly distributed in the children's and distributer's personal hygiene management area. However, all attributes except using a personal water bottle and cup were moved to high performance and importance level. Also, the ATP examination results showed that the sanitation status of the food service environment was improved after the education program. Conclusions: The sanitation education program was effective in improving the recognition of the importance of sanitation and its performance with regard to food service management.

• 한국식생활문화학회지
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• 제16권4호
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• pp.330-340
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• 2001

This study is to select food offered with higher frequency at restaurants such as hamburger, pizza, chicken, gimbap(boiled rice rolled in laver with seasonings stuffed), and calgooksu(Korean traditional noodles); identify customers' expectation and satisfaction levels on food and service quality and analyze correlation according to each food. The survey was conducted from March 1 to March 24, 2000, by distributing questionnaires. Statistical data analysis was completed using SPSS for t-test, ANOVA, Pearson's correlation analysis. The results of this study were as follows: 1) It is revealed that overall average satisfaction levels on food quality according to individuals' trait came out significantly low compared to their expectation levels, and that balance in nutrition and reasonable prices had problems in relation to food quality. 2) Customers' expectation levels on food quality came out the highest with calgooksu and gimbap, and their satisfaction levels came out the highest with pizza. 3) Customers' overall average expectation levels on service quality showed a very high point, while their satisfaction levels showed a low point with significance. 4) Hamburger was poor in hygiene; pizza showed the highest satisfaction levels over its quality with significance, and calgooksu and gimbap showed very low satisfaction levels over their service quality. 5) Correlation between customers' expectation and satisfaction levels over the nutritional balance and proper taste of the food quality came out significant. 6) Pizza and chicken showed significant correlation with regard to atmosphere, service, and hygiene variables (p<0.01).

• Journal of Community Nutrition
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• 제7권4호
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• pp.201-206
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• 2005

The purpose of this study was to examine the impact of offering brand-name fast food at schools on student participation in school lunch. Two studies were conducted in Indiana, USA. In the first study, daily participation rate of 42 Indiana schools were compared between the days when brand-name fast food were offered and when they were not offered. The impact of brand-name fast food service on school lunch participation differed depending on the types of service offering brand-name fast food. Offering brand-name fast food solely as part of reimbursable meals or a-la-carte items was shown to induce students to the lunch option where brand-name fast food was offered. The second study examined the relationship of brand-name fast food service to monthly participation rate by analyzing secondary data of 1,282 Indiana schools using multiple regression analysis. Offering brand-name fast food was associated with monthly participation rate in school lunch only when schools offered them solely a-la-carte. Based on the results of two studies, it was concluded that offering brand-name fast food induced students from other lunch options to the options where brand-name fast food was offered on the day of service. However, increased or decreased participation in school lunch only on a few days could have not impacted average school lunch participation over a month. It is recommended that schools planning to offer brand-name fast food should make it available as part of reimbursable school lunches so that usual school lunch eaters would not be distracted to a-la-carte lines. (J Community Nutrition 7(4): $201\～206$, 2005)