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Investigation of customer satisfaction in student food service An example of student cafeteria in NHH

Investigation of customer satisfaction in student food service An example of student cafeteria in... Purpose – The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Design/methodology/approach – To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the student customers of SiB's cafeteria within NHH premises. Findings – The survey results shows that quality factors such as food quality, variety, convenience and price fairness have a significant impact on students' satisfaction with the cafeteria, while the impacts from interaction and environment factors are not significant. Research limitations/implications – More interesting findings would be shown if including the interaction of service quality and price fairness. Practical implications – Management in student food service can utilize the result to improve students' satisfaction efficiently. Originality/value – A new survey on students' satisfaction based both on service quality and price fairness, implication for an increasingly important student food service industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Investigation of customer satisfaction in student food service An example of student cafeteria in NHH

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1756-669X
DOI
10.1108/17566690910945903
Publisher site
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Abstract

Purpose – The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Design/methodology/approach – To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the student customers of SiB's cafeteria within NHH premises. Findings – The survey results shows that quality factors such as food quality, variety, convenience and price fairness have a significant impact on students' satisfaction with the cafeteria, while the impacts from interaction and environment factors are not significant. Research limitations/implications – More interesting findings would be shown if including the interaction of service quality and price fairness. Practical implications – Management in student food service can utilize the result to improve students' satisfaction efficiently. Originality/value – A new survey on students' satisfaction based both on service quality and price fairness, implication for an increasingly important student food service industry.

Journal

International Journal of Quality and Service Sciences – Emerald Publishing

Published: Mar 20, 2009

Keywords: Customer satisfaction; Customer services quality; Students; Cafeteria benefits; Norway

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