Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General 'General management ', 'Food', 'Reliability' and 'Reputation'. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named 'Employee attitude', 'Food', 'Reliability', 'Atmosphere', 'Reputation' and 'Price'. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of 'Food', 'Reliability', 'Reputation'(p<.05). 4) As per the dimension of customer's service quality satisfaction level, factors like 'Employee attitude', 'Food', 'Reliability', 'Atmosphere', 'Reputation', and 'Price' have shown differences according to each loyalty group(P<.001). 5) Customers' overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p<.001) 6) From the discriminant analysis with employing judging variables, such as the customer's service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.
Food Services ; Restaurants*

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer's overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named 'Employee attitude', 'Cleanliness', 'Reputation', 'Reliability', 'Food', 'Price', 'Convenience', 'Variety', all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the "will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of 'Employee attitude' and 'Cleanliness'(p<0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that 'Employee attitude' seems to be related more closely to the group with higher loyalty(p<0.05); that the 'Price' dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p<0.05).
Food Industry ; Food Services ; Marketing ; Restaurants*

This study examined the current status of foodservice management in elderly welfare facilities and evaluated food service workers' food safety practices and knowledge. For this, the directors of 20 elderly welfare facilities (each with fewer than 50 residents) located in Seoul were interviewed and a survey of 40 foodservice workers was conducted to determine their food safety knowledge and practices. The facilities accommodated an average of 28 residents. All the facilities were self-operated and approximately 62% were dependent on payments by residents. Only 15% had a dietitian in charge of menu planning, food purchasing, and food safety management. Approximately 50% had their facility managers take responsibilities for menu planning and food safety management. Most of the facilities provided food safety training within their own facility and sanitized their utensils, cutting boards, and dishcloths on a daily basis. A limited number of foodservice workers, insufficient training programs, and budget constraints were some of the major barriers to food safety management. Their average score on food safety practices was 1.62, and that on food safety knowledge was 17.6 out of 19 points. These results indicate that the foodservice workers had good food safety knowledge and appropriate food safety practices. There was a significant correlation only between food safety practices related to receiving and storing food products and knowledge of personal hygiene.
Aged ; Budgets ; Fees and Charges ; Food Safety ; Food Services ; Humans ; Hygiene ; Menu Planning

PURPOSE: This study aimed to investigate the current status of food service management in elementary care classes. METHODS: A focus group interview with seven care class managers and a survey with 101 care class managers using a self-administered questionnaire in Gyeonggi province were conducted. RESULTS: In the focus group interview, purchased meals and snacks were evaluated as low quality by the care class managers. Frequent use of frozen or processed food and products with low prices were also reported as problems. Care class managers were in charge of meal and snack planning without any guidelines or expert advices. The results of the survey show that most schools serve purchased snacks and meals. The average unit costs of one meal and snack were 4,062 and 1,463 Won, respectively. The average unit costs of snacks during semester (p = 0.015) and vacation (p = 0.039) were significantly lower in rural than urban areas. The percentages of schools that prepared nutrition standards for meal and snack planning in elementary care classes were only 7.4% and 10.9%, respectively. The meal menus were mostly provided by catering service companies, and the snack menus were planned mostly by the care class managers. Menu planning by the care class managers was more usual in rural than urban areas (p = 0.054 for meal planning and p = 0.008 for snack planning). Just 33.7% of schools introduced safety standards for food service in elementary care classes, and more than half of the respondents (56.4%) did not do a regular medical check-up. Only 33.7% of the respondents received education for food safety. CONCLUSION: These results show the necessity for establishment of detailed guidelines for food service in elementary care classes and for the introduction of a food safety and nutrition education program customized for care class managers.
Education ; Focus Groups ; Food Safety ; Food Services ; Gyeonggi-do* ; Humans ; Meals* ; Menu Planning ; Snacks* ; Surveys and Questionnaires

This study was performed to improve the hospital food service in quality and customer satisfaction by using 6-sigma strategy which was processed by DMAIC methods. The research procedure was as follows; analyzing the main causes of customer dissatisfaction of food service by using numerical method, and then finding out the standardized problem solving methods, and finally reforming food service process. The effectiveness of 6-sigma activity was measured by 'food service quality index', 'customer satisfaction index' and 'total food service satisfaction index'. Food service quality index was calculated by adding grade of soup temperature, food service, delivery time, and setting accuracy. Statistical data analyses were completed by using the Minitab Ver. 14. By performing 6 sigma activity, food service quality index was increased from 67 to 79 points (p<0.05) and customer satisfaction index also rise from 73 to 79points (p<0.05). Satisfaction of meals' taste, diverse menu, food setting accuracy, remove of food service, overall food service were significantly improved(p<0.05). The results of capability analysis in food service quality index, customer satisfaction index, and total food service satisfaction index were improved 2.11sigma to 2.49sigma , 1.88sigma to 2.43sigma, and 2.04sigma to 2.47sigma respectively (p<0.05). Therefore this study showed that subjective food service improving process could be measured by objective numerical value which might be used for financial value in hospital management.
Data Interpretation, Statistical ; Food Service, Hospital* ; Food Services ; Problem Solving

This study compared he importance of food service, views to the performance, management objectives, and recognition gap about the contract contents towards the dietetic departments of hospitals that manage the patients' food service and managers of contract managed companies, and dieticians. It conducted questionnaires and survey towards the vice director and dieticians of 17 hospitals, over 500 beds, and the persons responsible for contract managed companies and dietitians who were in charge of food service. The hospitals showed significantly(p<0.05) higher the importance scores in menu planning, the distribution of meal, sanitation management, and leadership than those of the contract managed companies. In the difference of hospitals and contract managed companies about performance, it appeared high in the contract managed companies. In the importance of the foodservice management objective, the hospital had significantly(p<0.05) higher scores in the management of client's satisfaction and quality improvement element through management innovation than those of the contract managed companies. In the importance of contract term, the contract method, expense, and payment condition of commission fee were significantly(p<0.05) high scores in the contract managed companies, compared to the hospital.
Fees and Charges ; Food Services ; Humans ; Leadership ; Meals ; Menu Planning ; Nutritionists* ; Quality Improvement ; Surveys and Questionnaires ; Sanitation

The menu planning is closely tied to the acceptability of the food and the satisfaction of the food service system to its client, therefore national school lunch program(NSLP) menu should consider the food preferences of the students. To provide approgriate information and guidelines about desirable NSLP menu planning, the comparison between the frequency of NSLP menus and food preferences of the students was performed, NSLP menus with cooking method of 776 meals were collected from 10 elementary NSLP schools in Seoul and Kyunggi province, and food preference data was surveyed with 1618 elementary school students from 4 NSLP schools in Korea in 1995. According to the cooking methods, NSLP menus served Kimchi(98.3%), rice(71.4%) and soup(71.1%) frequently. Based on the food groups, NSLP menus served vegetables most frequently(188%), followed by grains(101.4%), milk(100%), meat(57.3%), fruits(50.3%), and so on. By Spearman Rank Correlations analysis, the serving frequencies of vegetable side dishes(r=.33, p=.05) were positively correlated with the students' preference score. According to the cooking method, the serving frequencies of steamed dishes(r=1.0, p=.00), salads(r=1.0, p=.00), Kimchi(r=.85, p=.01) and rice one-dish meal(r=.80, p=.10) were positively correlated with the students' preference score. However, the serving frequencies of the main dishes(r=.13, p=.57) and soup group(r=.15, p=.57) were not significantly correlated with the students' preference score. Even though the serving frequency of fruit were negatively correlated with the students' preference score(r= -.80, p=.10). These results indicated that the NSLP menu planned the vegetable side dishes in accordance with the students' food preferences, but it planned the main dish, soup group, and meat side dish group discordantly. Therefore further efforts are needed to involve the preferred cooking methods for increasing the food acceptability. It could be used for the basic guidelines for menu planning of NSLP, and for the future improvement of NSLP in Korea.
Cooking ; Food Preferences* ; Food Services ; Fruit ; Gyeonggi-do ; Humans ; Korea ; Lunch* ; Meals ; Meat ; Menu Planning ; Seoul ; Steam ; Vegetables

OBJECTIVE: To analyze the status quo of quantitative classification in Hunan Province catering industry, and to discuss the countermeasures in-depth. METHODS: According to relevant laws and regulations, and after referring to Daily supervision and quantitative scoring sheet and consulting experts, a checklist of key supervision indicators was made. The implementation of quantitative classification in 10 cities in Hunan Province was studied, and the status quo was analyzed. RESULTS: All the 390 catering units implemented quantitative classified management. The larger the catering enterprise, the higher level of quantitative classification. In addition to cafeterias, the smaller the catering units, the higher point of deduction, and snack bars and beverage stores were the highest. For those quantified and classified as C and D, the point of deduction was higher in the procurement and storage of raw materials, operation processing and other aspects. CONCLUSION The quantitative classification of Hunan Province has relatively wide coverage. There are hidden risks in food security in small catering units, snack bars, and beverage stores. The food hygienic condition of Hunan Province needs to be improved.
China ; Food Contamination ; prevention & control ; Food Microbiology ; Food Services ; organization & administration ; Foodborne Diseases ; prevention & control ; Hygiene ; Restaurants ; legislation & jurisprudence

This study examined students' menu preferences as well as the job satisfaction and specific considerations concerning foodservice operation of dieticians and nutrition teachers at special schools for the disabled. Semi-structured interview questionnaires were sent to all of the 21 special schools with direct school food service in Gyeonggi-do, and 16 dieticians and nutrition teachers agreed to participate in this study. Among the various menu groups, the subjects perceived the meat group as the most preferred and the vegetable group the least preferred. They were generally satisfactory with their job and duty, and had a strong sense of belonging to the school. However, most of them answered that they needed more time for nutritional education and counseling. While most had pride and pleasure in their job, they expressed a desire to change the system to better fit with their roles as professional nutritionists. The content analysis revealed that the subjects mainly focused on safety issues in planning the food menu and were thus limited in selecting menu items. They also felt difficulty in menu planning due to various tastes and preferences, since special schools tend to consist of a wider grade range. However, most subjects reported little trouble in food distribution and food leftovers owing to practical support from teachers and parents. The necessity for education concerning table manners and obesity prevention was generally a shared opinion, and education programs for parents were also perceived as necessary to better understand the special considerations for developing proper eating habits in their child. The study findings provide useful basic data to improve the foodservice system at special schools.
Child ; Counseling ; Eating ; Food Services ; Humans ; Job Satisfaction ; Meat ; Menu Planning ; Obesity ; Parents ; Pleasure ; Surveys and Questionnaires ; Vegetables

The average sodium intake of Koreans was reported to be 5,279.9 mg/day, which is one of the highest intake levels worldwide. The average Koreans intake 19.6% of sodium from kimchi, showing kimchi as the main contributor of sodium in this country (Ministry of Health and Welfare, 2005). The sodium content of dishes that are frequently chosen by workers, and which were served by foodservice cafeterias were chemically analyzed. The average sodium content of one meal provided by 10 foodservice cafeterias was 2,777.7 mg. Twenty-one, one-dish-meals, frequently chosen by workers for a lunch menu, were collected at 4 different restaurants for each menu by one male, aged in the twenties and analyzed chemically also. Workers who eat lunch at a workplace cafeteria everyday could intake about 8 g of salt at a one-time meal and those who eat out for a one-dish-meal would intake 3-8 g of salt without counting sodium content from the side dishes. From these study results, one could estimate that over 10 g of salt could be possible for a single meal for workers who eat out everyday. A nationwide nutrition campaign and education for low salt diets for restaurant owners and foodservice providers should be seriously considered.
Aged ; Diet ; Eating ; Food Services ; Humans ; Lunch ; Male ; Meals ; Restaurants ; Sodium