Due to this large number, it is difficult to use random sampling techniques. In other words, it is the overall level of contentment with a . 38% of all customer complaints are on social media and review sites. (return customer patronage) has been well documented in marketing literature. Food quality is the quality characteristics of food that is acceptable to customer [22]. Similarly, Klassen et al. -, Han H., Sean Hyun S. Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. Only completed surveys were analyzed. According to official data pertaining to the university for academic year 2018-2019, there are more than 6,000 academics, staff, and students. Means of scores and frequencies were calculated. Customer satisfaction is defined as a measurement that determines how happy customers are with a company's products, services, and capabilities. Küçükaltan [40] declared that different customers can judge differently the same food service, and this is mainly related to the customers’ opinions regarding the food service provided. It consists of five service dimensions which are tangibles (physical facilities, equipment, and appearance of personnel), responsiveness, reliability, assurance, and empathy. They should carefully design cafeteria interiors and exteriors to deliver a relaxed and comfortable atmosphere to attract new customers and to retain current ones. From 2012 to 2014, US food and beverage retail spending annual growth of 2.6 percent has roughly mirrored the annual inflation plus population growth of 2.3 percent. A 5-point Likert scale will be used for evaluation, where 5 = very satisfied, 4 = satisfied, 3 = neutral, 2 = unsatisfied, and 1 = very unsatisfied. Frequencies were computed to examine demographic and behavioural characteristics of respondents. Item analysis was achieved as well to provide item-to-total correlations and Cronbach’s alpha if the item was deleted from the survey questionnaire. Found inside – Page 205Andaleeb, S. S.; Conway, C. Customer Satisfaction in the Restaurant ... about the Attributes of Selected Fast Food Retailers and their Impact on Consumer ... For example, the Ameritas group division that handles dental, vision and hearing care insurance, has a strong track record for taking exceptional care of its customers. all their fast food budget on McDonald's products. Over 5 weeks, 676 cafeteria users, including academics, staff, and students, were selected through convenience sampling. Read the winning articles. Found inside – Page 371attributes of the dining experience that affect customer satisfaction. ... as employee greeting, restaurant atmosphere, speed of service, and convenience. In order to…, By clicking accept or continuing to use the site, you agree to the terms outlined in our. However, even companies that understand the need to provide exemplary experiences have a hard time measuring their service quality. Fatimah et al. Finally, citing examples from many other companies, Aaker shows how to avoid the temptation to place short-term performance before the health of the brand and, instead, to manage brands strategically by creating, developing, and exploiting ... In 2019 the total value of food deliveries worldwide is estimated to be $107 billion (ref: Statistica) and around half of that will be delivered by third-party delivery apps. The Cronbach’s alpha coefficient for the questionnaire was measured to be 0.960. As per Inkumsah [38], it was found that customer satisfaction is affected by the quality of offered food service. 2017;63:82–92. A., Fathy E. A. Assessing university students' satisfaction with on-campus cafeteria services. Accordingly, the following hypothesis is posited: Price and value have a significant and positive effect on customers’ overall satisfaction with the university cafeteria. tance to and impact on satisfaction: threshold attributes (dissatisfiers), performance attributes (satisfiers), and . Dataset on The Cultural Dimension of Urban Society Food Consumption in Indonesia. Means of scores and frequencies were calculated. Customer value is define in a such way that it is the overall assessment of what he give and what he get for his basic need (Zeithmal, 1988). Regarding Starbucks, they found that the satisfied customer visits 4.3 times per month, spends $4.06 and is a customer for 4.4 years. To help you make great customer service hires, we've compiled a list of the 21 key characteristics of customer service employees that rock! Hence, this variation leads to a more complex, diverse, and dynamic business environment, a difficulty in measuring service quality, and a difficulty in identifying the determinants of service quality. Part 2 profiles each trend via highly-illustrated, global case studies of well-publicised as well as lesser-known projects. The essential guide to current and future trends in campus design. Photo by Robert Anasch on Unsplash. Understanding Your Customers: How Demographics and Psychographics Can Help. Part two of the second section consisted of 4 statements and aimed at measuring customers’ service quality perceptions in the cafeteria. Demographic characteristics of respondents. The results indicated a significant correlation between food and beverage quality and respondents’ overall satisfaction (, ). customer relationship management, Miscellaneous: In comparison with El-Said and Fathy [3], the sample includes more categories (academics and staff), in order to provide more representative results and to improve sample generalizability. Institutions have a responsibility to provide an environment that makes it easier for students to make healthier food easier. Based on Prospect Theory ( Kahneman & Tversky, 1979 ) and the concept of aspiration proposed by Simon (1956) , consumer expectations discussed in this paper can be divided into three types: reference points, positive and . Results indicated that customers’ satisfaction with different service attributes was above average. If retailers don't know what customers want, or ignores requests, clientele may choose to shop elsewhere. This book constitutes the refereed conference proceedings of the 13th IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2014, held in Sanya, China, in November 2014. This might affect students’ attitudes and opinions as they took the survey. As shown in the table, 3.5% of surveyed respondents visited the cafeteria daily, 13.4% visited the cafeteria twice a week, and 26.7% of respondents visited the cafeteria once a week. The current study can, however, help to provide a roadmap for helping the university management better understand the key importance of food and service quality. The data used to support the findings of this study are included within the article. A. El-Said and E. A. Fathy, “Assessing university students' satisfaction with on-campus cafeteria services,”, D. J. W. Kwun, “Effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: a gender-difference approach,”, H. Joung, E. Choi, and E. Wang, “Effects of perceived quality and perceived value of campus foodservice on customer satisfaction: moderating role of gender,”, O. Low service quality is attributed to low-scale food services. [72], in their study, have identified four underlying food service hygiene factors from the consumer perspective: food and location, staff and handling, premise and practices, and ambient scent. Kim et al. Data Brief. Given the amount of employees eating at their place of work, most research on this topic relates to the direct importance of making healthy dishes available [68]. Results indicated that customers' satisfaction with different service attributes was above average. They completed an anonymous-designed survey with closed questions (n = 29) assessing quality of food and beverages, quality of service and setting, and satisfaction with food service attributes. Use this free food survey questionnaire template and start collecting real answers from the consumers. Customer service programs are important in every business industry, including employee benefits. Customer Satisfaction Score (CSAT) This is the most standard customer satisfaction metric, asking your customer to rate her satisfaction with your business, product, or service. For ethical considerations, a written permission to use and modify the survey questionnaire was obtained by the authors of the original questionnaire [3]. doi: 10.1080/1528008X.2015.1042620. This method shows an indication of the average correlation between all the items of the research questionnaire on the Likert scale, in this case. The first section is aimed at collecting demographic data of cafeteria customers and their behaviour characteristics (academic, staff, student, gender, and age; number of visits to the cafeteria, monthly expenditure, and intention to continue eating at the cafeteria). Yup, you guessed it right; it's customer service. The main aim of this study is to determine cafeteria customers’ satisfaction and perceptions of quality of food and beverages and services offered at the university cafeteria. Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways: 10.4018/IJCRMM.2020040103: This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality Please enable it to take advantage of the complete set of features! In the same context, Garg [39] stated that food service has an impact on customers’ perceptions towards a restaurant. emphasis on customer-oriented service and cost-effective quality improvement (Goehring, 2002; Kizer, 2001). These percentages are standards in quantitative research [63]. A Loyal Customer is a treasure you should keep and hide from the world. The software includes polling, tablet and smartphone research, and data visualization for analysis. -, Kwun D. J. W. Effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: a gender-difference approach. What This Means (Benchmark) Average scores of over 8 out of 10. Found insideSatisfiers are product or service attributes that customers usually ask for ... a catering team that served food as good as some of the local restaurants, ... Most consumers require convenient, intuitive customer service that delivers exactly what they want in a timely manner. Results indicated that there was a statistically significant and positive association between the price and value (, ) and respondents’ overall satisfaction, with reference to H4. Make important decisions based on data like this and the odds are you are wasting money on useless activities. The limitations of the study are that a single university campus cannot represent all the university campuses and all universities in Lebanon. Box 100, Tripoli, Lebanon, University of Balamand, Issam Fares Faculty of Technology, Department of Business Management and Administration, Deir El Balamand, P.O. Data was processed and analyzed by the SPSS statistical software, Windows Version 23.0 (SPSS, Inc., Chicago, IL, USA). Found insideGastronomy for Tourism Development provides readers with insight into the political reasons all countries in the region pay little attention to the common gastronomic heritage. More than 80% of the participants in the survey were students. Found inside – Page 307Three of the restaurant attributes categories (food, atmosphere, novelty) were ... Service quality, customer satisfaction, and behavioral intentions in ... 2. Finally, to check the content validity, a convenience sample of panel of experts (6 professors who were familiar with the scope of the study) checked the questionnaire through reviewing the content of each item in the modified version. You need to measure customer satisfaction in order to improve it. Using the GPower sample size software, version 3.1.3 (http://www.psycho.uni-duesseldorf.de/abteilungen/aap/gpower3/, Faul et al. Moreover, the employees especially in service quality play a vital role in the success of food service outlets. As shown in Table 3, most respondents felt that the quantity of food and beverage items provided was suitable and above the mean score, given the price paid (). #1. REVIEW OF THEORY Customer Satisfaction Building customer satisfaction is considered to be a key priority for business success (Hanaysha, 2016). Key words Customer satisfaction, qualitative research, restaurant business, service quality LODGSERV is another instrument, which was developed to assess service quality in hotels and function halls [45]. According to the results presented in the table, a high percentage of respondents were satisfied with the taste of food and beverages (), as well the display () and diversity of products (). 1Speed. Found inside – Page 90Moreover, among five basic service quality attributes, assurance, ... Customer satisfaction in the restaurant industry: an examination of the ... The retailer who finds a way around stockouts . Gaining insight into the different food service attributes can enable the university management to meet the needs and expectations of its academics, staff, and students in order to increase their confidence in the food provided. Poor customer service quality will hurt you and cost you customers in the long term. means if the perceived price is reasonable, this may increase the customer satisfaction level regarding food, service, and physical environment quality. Recently, service quality is influenced by the utilization of information technology, with reference to the signaling theory [49]. defined as the sum of all the interactions a passenger has with the airport community. Purpose . Would you like email updates of new search results? You are currently offline. Excellent customer service is also ensuring that the needs of consumers are met. In sum, some of the possible strategic implementations may include more variety of nutritious products, adjusting the serving temperature, and paying more attention to the freshness of the products sold. If customer satisfaction is the goal, then constant feedback is the best way to improve over time. The interaction between cafeteria staff and customers, such as friendly gestures, e.g., greetings and high levels of responsiveness, cleanliness, and quick service, is important as it influences satisfaction with the service quality [46]. The purpose of this study was to determine different food service attributes that have an impact on customers' overall satisfaction at a rural university cafeteria. He also stressed that the price (value) of the meal and service are equally important when compared to other service dimensions. Whether you're trying to make money online or offline, great customer service will create an army of raving fans that will champion your business for you. Food and beverage quality is considered to affect the customers’ intentions to come back again to a specific restaurant. These are important attributes to customers and their satisfaction was below average. Accordingly, the following research hypothesis is thus posited: Quality of service offered at university cafeteria has a significant and positive effect on customers’ overall satisfaction. Tam R, Yassa B, Parker H, O'Connor H, Allman-Farinelli M. Nutrition. 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