부산지역 중·고등학생들의 급식서비스 품질에 대한 인식

Abstract

This research suggested fundamental data for improving contracted foodservice in middle and high schools, as analysing importance and performance in factors affecting foodservice satisfaction and understanding influences of customer loyalty by students in middle and high schools. A research object was based on five middle and high schools having contracted foodservice in Busan and 600 students participated in this survey questionnaires delivered from 17 December 2007 to 22 December 2007 and 558 of them were allowed as final analysis data. The survey mainly included importance, performance and customer loyalty to service quality and it was executed an analysis of descriptive statistics, t-test, one-way ANOVA, and of multiple regression with SPSS 10.0 which was a method of statistics. Consequences of this research as follows. 1) The scores of importance of foodservice quality to middle school students represented as sanitation>food>service in order and male students showed significantly(p<0.001) higher scores than female students. As service type, restaurant had(p<0.01) higher scores than classroom. The scores of performance represented as sanitation>service>food in order and male students also had significantly(p<0.001) higher scores than female students. 2) The scores of importance of foodservice quality to high school students also represented as sanitation>food>service in order but there were no differences in accordance with gender, grade, period of foodservice and service type. However, the scores of performance represented as sanitation>service>food and female students had significantly(p<0.001) higher scores than female students in the scores of 'sanitation', 'service' and 'food'. 3) There were no differences in the scores of importance between students in middle school(4.34) and students in high school(4.39) but high school students showed significantly(p<0.05) higher scores than middle school students in the scores of sanitation only. Based on each factor, the scores of food represented as quantity of food>provision of nutritious food>appearance of food and those of service showed as adoption of students' feedback>prompt process of student complaints>neatness of restaurant environment in order. The scores of sanitation represented as sanitation of food>cleanliness of cookers>cleanliness of food cans. 4) There were significant differences(p<0.001) in the scores of performance between students in middle school(2.79) and students in high school(2.51) and middle school students also showed significantly(p<0.001) higher scores than high school students in the scores of 'food', 'service' and 'sanitation'. Based on each factor, the scores of food represented as variety of food>provision of nutritious food>appearance of food and those of service showed as provision of food and nutrition info>provision of improved service>diversification by new menu in order. The scores of sanitation represented as sanitation of food>wearing hygienic gloves>cleanliness of food cans. 5) Scoring 2.53 in customer royalty to students in middle school, male students had significantly(p<0.001) higher scores than female students but there were no differences in grade, period of school meal and service type. Scoring 1.66 in customer royalty to students in high school, female students showed significantly(p<0.001) higher scores than male students in gender and classroom had higher scores than restaurant in service type. 6) The scores of customer loyalty between students in middle school and students in high school, middle school students had significantly(p<0.001) higher scores than high school students and there were significant differences in the questionnaire "I recommend other friends of this company providing school meals in my school". As a result of multiple regression analysis, influences affecting customer loyalty by students in middle and high schools represented that a priority of middle school students were food(p<0.001) and sanitation(p<0.01) in order and those of high school students were service(p<0.01), food(p<0.05) and sanitation(p<0.05). According to the result of this research, contracted foodservice companies are required to deal with complaints promptly, prepare suggestion boxes for students' opinions, and give the employees a sanitation training for managing cookers after completing a kitchen machine - features that occurred much differences of recognition between importance and performance to students. In particular, they should improve school meal service quality by keeping various service training to employees. Finally, companies were possibly able to increase customer loyalty and manage effectively.