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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
See Article on Publisher Site

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 SciencesEmerald Publishing

Published: Mar 20, 2009

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

References