IPA분석을 통한 단체급식 서비스 품질에 대한 위탁사와 수탁사 관리자 비교 연구

Abstract

This study compared the IPA of the Trust company(contractor company) managers with that of the Trustee company(contractee company) managers to find the different perceptions of the both groups, as well as to propose for the institutional foodservice development. The subjects of the survey include the institutional foodservice restaurants contracting in the industries, hospitals, schools, and national offices. The results of the IPA on service quality of all the Trust and Trustee company managers are as follows: First, the attributes of the 1st quadrant in IPA matrix that the levels of importance and performance are high enough to keep them are 13 ones, such as "hygiene/security", "regular catering", "fast trouble shooting", "restaurant cleaning", "company's, professionalism", etc. Second, both companies perceive the attributes of "food taste", "good food materials", and "food absence of stock" are important, while the level of performances is low in the 2nd quadrant. The result shows the Trustee companies should improve the tasks in advance. Third, the attributes of "restaurant's comfort" and "company's sense of mission" show high level of performance compared to low importance in the 3rd quadrant. The result shows that the Trust company managers, unlike most employees, expect to place more emphasis on the essential issues than the external aspect of foodservice. Based on the results, this study proposed the ways to develop institutional foodservice qualities and follow-up study.