Investigation of customer satisfaction in student food service

Xi Kun Liang · Shuai Zhang

68 citations0/0 files storedInternational Journal of Quality and Service Sciences

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Educational Outcomes and Influences

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.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach 1996A Reexamination of the Determinants of Consumer Satisfaction 1994The Influence of Store Environment on Quality Inferences and Store Image

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