Korean Journal of Community Nutrition

Original Articles

[English]
Evaluation of the Quality Attribute and Satisfaction on School Foodservice in 2010: Il Sun Yang, Bo Sook Yi, Moon Kyung Park, Seung Hee Baek, Yoo Sun Chung, Jin Yi Jeong, Yoon Ji Kim, Hye Young Kim; Korean J Community Nutr 2013;18(5):491-504. Published online October 31, 2013; DOI: https://doi.org/10.5720/kjcn.2013.18.5.491

The purposes of this study were to analyze the quality attributes, quality factors and customer satisfaction in school foodservice and to provide suggestions for improving school foodservice environments. The survey was distributed to different respondents (5,771 students, 2,045 parents, and 1,981 faculty members) at different types of schools (elementary school, middle school, and high school) on September 2010 in 16 cities and provinces. The data were analyzed using SPSS for descriptive analysis, one-way ANOVA, t-test and multiple linear regression analysis. First, all foodservice quality attributes were significant different by respondents and the faculty had higher scores than parents and students. A comparison of scores by respondents and distribution place demonstrated that classroom of student and parents had a higher score for quality attributes. The overall satisfaction with school foodservice was significant different by respondents and higher for classroom than for dining hall for student and parents. In comparison of annual data, there was decreased overall satisfaction and quality attributes in student and parents. Second, in the regression results, which showed the effects of the foodservice quality attributes on overall satisfaction by respondents and distribution place, improvements of 'food taste', 'pleasant foodservice environment', and 'kindness of employee' would increase satisfaction in most of the respondents. Third, the overall satisfaction with school foodservice was higher for nutrition teachers than dietitians for students and faculty. Therefore, the operators will need to make different efforts based on each customer needs to improve the overall satisfaction on school foodservice.

Citations

Citations to this article as recorded by

Acceptability of School Menus: A Systematic Review of Assessment Methods
Síntia Almeida Santana, Sueny Andrade Batista, Dayanne da Costa Maynard, Verônica Cortez Ginani, Renata Puppin Zandonadi, Raquel Braz Assunção Botelho
International Journal of Environmental Research and Public Health.2023; 20(3): 2242. CrossRef
School Foodservice Employees’ Perception on Food Waste Generation and Needs to Improve Foodservice for Plate Waste Reduction in Gyeonggi Province
Kyung-Eun Lee, Jiyeon Choi
Journal of the East Asian Society of Dietary Life.2019; 29(5): 408. CrossRef
Development of Model for 「The Survey on School Foodservice Program」
Hae-Young Lee, Bo-Sook Yi, Jina Cha, Sun-Ok Ham, Moon-Kyung Park, Mi-Nam Lee, Hye-Young Kim, Haeng-Hwa Kang, Jin-Wook Kwon, Yun-Hui Jeong
Korean Journal of Community Nutrition.2019; 24(1): 60. CrossRef
Perception of Use of Environment-friendly Agricultural Products during School Foodservice of Mothers of Elementary School Students in Gyeonggi
Young-Un An, Myung-Hee Kim, Mi-Kyeong Choi, Mi-Hyun Kim
Korean Journal of Community Nutrition.2018; 23(3): 234. CrossRef
Effects of students' satisfaction with school meal programs on school happiness in South Korea
Sooyoun Kwon, Oksun Kim, Youngmi Lee
Nutrition Research and Practice.2018; 12(4): 342. CrossRef
Improving Perception and Satisfaction on Middle and High School Foodservice: The Role of Student Participation Program in Serving School Meals
Jeong-Eun Park, Kyung-Suk Choi
Korean Journal of Community Nutrition.2018; 23(3): 243. CrossRef
Exploratory study on effect of eco-friendly program in high school foodservice on adolescents' dietary behavior and satisfaction with foodservice
Seyoung Ju, Deokhee Song, Hyeja Chang
Journal of Nutrition and Health.2017; 50(5): 494. CrossRef
Analysis of Perception and Satisfaction of Military Foodservice that are Provided According to the Ranks of the Soldiers
Jun-Hee Kim, Se-Jeong Bae
Korean Journal of Community Nutrition.2015; 20(1): 53. CrossRef
Dietary Habits and Satisfaction of School Foodservice by High School Type in Chungnam Area
Myung-Hee Kim, Su-Mi Lim, Jee-Young Yeon
Journal of the East Asian Society of Dietary Life.2015; 25(2): 213. CrossRef
Evaluation of Foodservice Hygiene in Middle School Students by Meal Service Area in Busan
Yeo Kyeong Kim, Hee Sun Choi, Eun Soon Lyu
Journal of the Korean Society of Food Science and Nutrition.2015; 44(1): 145. CrossRef
Students’ Satisfaction of School Lunch According to the Dietary Habit and Educational Experience of Nutrition and Food
Sung Hee Park, Young Chan Choe
Family and Environment Research.2015; 53(4): 425. CrossRef
Use and Assessment of Home-Delivered Meal Service for Children from Low-Income Families
Jeong-A Moon, Chang-Hee Yoo, Kyung-Eun Lee
Journal of the Korean Society of Food Science and Nutrition.2015; 44(6): 935. CrossRef
A Study on the Foodservice Quality Factors and Satisfaction of Community Children Center
Seong Hee Ko, Kyung-Yeoun Lee
The Korean Journal of Food And Nutrition.2014; 27(5): 914. CrossRef
Perception and Satisfaction of Free Foodservice in Male Middle School Students in Chungnam
Yu-Rin Kim, Eun-Jin Kim, Mi-Kyeong Choi
Journal of the Korean Dietetic Association.2014; 20(2): 87. CrossRef

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[English]
An Assessment of Customer Satisfaction towards University Residence Hall Foodservice and Subjective QOL (Quality of Life): Focused on the University Students in Daegu, Gyeongbuk Area: Mi Kyung Choi, So Hee Choi, Songi Lee; Korean J Community Nutr 2009;14(1):114-122. Published online February 28, 2009

Abstract PDF: The purpose of this study was to identify the factors of university residence hall foodservice quality which has correlations with subjective QOL (quality of life) of target customers. A total of 176 questionnaires from students of 4 universities in Daegu, Gyeongbuk area were used for the analysis. The male students using residence hall foodservices were highly satisfied with 'clean appearances of employees' (4.86 +/- 1.25) and 'clean facilities' (4.79 +/- 1.26), while the degree of satisfaction with 'convenient facilities' (4.50 +/- 1.20) showed the highest score with female students. Ranking analysis using Spearman's rho revealed that there were significant correlations between students' satisfactions with the dimensions of 'foods and kindness of employees', 'hygiene', 'nutrition', and 'convenience' and their QOL, even though physical QOL of female students showed no significant correlation with satisfaction towards residence hall foodservices. As a conclusion, there should be efforts to improve the QOL of target customers through foodservice quality management.

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[English]
A Case Study on Restaurant Online Coupon Redemption Behavior of Resting Customers: Seo Ho Shin, Seo Young Shin, Kyu Wan Choi, Il Sun Yang; Korean J Community Nutr 2008;13(5):693-700. Published online October 31, 2008

Abstract PDF: The purposes this study were to a) analyze the revisiting ratio of resting customers after issuing online coupons, b) compare the characteristics of coupon redemption customers with non-redemption customers. For this study, the customers of M restaurant who did not revisit during the last 8 months were classified as 'resting customers', totaling 4,052 customers. The online coupons, valid for 9 months, were sent via e-mail to those customers. After that, the data collected from those who redeemed the coupon in September 2006 was utilized. As a result of sending the coupon to 4,052 resting customers, 1,288 customers redeemed the coupon during the study period, showing relatively high redemption ratio (31.6%). The average check of customers with the online coupon was decreased by 22% compared with customers without the coupon, but the party size remained almost the same, 2.6 customers, and also the redemption ratio was increasing as the expiration date of the coupon was approaching. The redemption ratio of female (35.3%) was much higher than male (19.2%), representing higher redemption possibility of the female customers by issuing the coupon. The redemption ratio of the twenties (69.1%) was obviously higher than other age groups. Also, the non-redemption ratio of other groups except the twenties was higher than the redemption ratio. The redemption ratio of low-educated was higher, under college degree (58.6%), college degree (35.4%), and over college degree (16.6%). Following the result of the average visiting frequency of redemption customers during last the 8 months was 4.2, the frequency of non-redemption customers was 9.8. The total average visiting of non-redemption customer was 10.5, and that of redemption customers was 8.6. Customers who visited the restaurant less frequently in the past have higher possibility to revisit after receiving the coupon

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[English]
Influence of the Consumer-Brand Relationship Quality on the Customer Satisfaction in the Family Restaurant: Hyun Ah Kim; Korean J Community Nutr 2006;11(4):512-519. Published online August 31, 2006

Abstract PDF: The purpose of this study was to analyze the influence of the consumer-brand relationship quality on the customer satisfaction in the family restaurant. The questionnaires were distributed to 320 students in the K University located in Masan, who were sampled by convenience-sampling method. The surveys were conducted from November 10 to 24, 2005. The 287 questionnaires responded, and 15 unusable questionnaires were excluded, then 272 were used for the final analysis (response rate: 85.0%). For the statistical analysis, SPSS (12.0) was used to conduct the descriptive analysis, factor analysis, reliability analysis, Pearson correlation and multiple regression analysis. The result of this study showed that 2 constructs (trust and intimacy) of consumer-brand relationship quality have significant positive effects on the customer satisfaction in the family restaurant (p < .001). It meant that as consumer-brand relationship quality becomes stronger, the customer satisfaction becomes greater. As a conclusion, the foodservice manager in the family restaurant should focus on the marketing strategy to strengthen the quality of consumer-brand relationship in order to increase the satisfaction of customers.

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[English]
The Impacts of Customer Characteristics and Service Quality on Attitudes and Behaviors of Bakery Cafe Customers: Jae Chan Jung, Mi Kyung Choi; Korean J Community Nutr 2006;11(3):383-391. Published online June 30, 2006

Abstract PDF: The purposes of this study were to examine the impacts of characteristics of bakery cafe customers and service quality on customer perceived value, customer satisfaction, intention to revisit, and intention to recommend, and to provide comprehensive understanding on attitudes and behaviors of bakery cafe customers. The questionnaire was developed through literature review and focus group interviews and was modified after pilot test. The questionnaires for the main survey were distributed to 320 males and females aged 20 and over in Seoul. A total of 275 questionnaires were used for analyses (85.9%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analyses, regression analyses, and correlation analysis. The main results were as follows. There were significant differences of intention to revisit between groups of different gender, age, and personal expenses. The service quality of product dimension affected all tested variables, and the service quality of services and price dimension had effects on customer perceived value and intention to recommend. Customer satisfaction was a unique variable that is affected by service quality of the interior environments dimension. Overall, researchers and managers of bakery cafes should understand customer attitudes and behaviors, and the results of this study would help to establish marketing strategies that meet target customers' needs.

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[English]
A Gap Analysis between Inpatients' and Personnel's Perception of Hospital Foodservice Quality: Hae Young Lee, Seung Hee Chang, Il Sun Yang; Korean J Community Nutr 2005;10(6):943-951. Published online December 31, 2005

Abstract PDF: The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality' (p<.001), 'customer reception' (p<.001) and 'personnel attitude' (p<.05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice quality.

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[English]
Analysis of Customer Expectation and Satisfaction for New Menus in Multi-Chain Family Restaurants: Min A Lee, Il Sun Yang; Korean J Community Nutr 2004;9(6):734-741. Published online December 31, 2004

Abstract PDF: The purposes of this study were 1) to understand customers' expectations and satisfaction on menus in family restaurants, 2) to compare customer satisfaction and brand image for positioning new menus, and 3) to analyze customer satisfaction and loyalty to each menu. From May 8th to 28th, 2004, a total of 3,594 membership customers responded to the email survey. Statistical analyses such as t-test, ANOVA and Pearson Correlation were performed using SPSS 12.0. The results of this study consist of four major parts: general findings, customer expectation analysis, new menu positioning and customer satisfaction analysis. The customer expectation analysis discovered that taste was the most expected attribute in menus of family restaurants, followed by quantity, appearance and price. Statistically different expectations existed among different customer groups categorized by their general characteristics including demographics. Also, high correlations existed among the expectations over all the attributes: food quality, shape, quantity and price of food. Over all the attributes, customer expectation was higher than customer satisfaction. Thus, a discrepancy existed between expectation and satisfaction. Positioning of new menus was determined by brand image and customer satisfaction. Lastly, the customer satisfaction analysis revealed that customers in different gender and age have different satisfaction. In addition, high correlation existed between satisfaction and loyalty on new menus of a family restaurant. In consequence, the research findings suggest managers should understand customer expectation and satisfaction and reposition their menus regularly by menu engineering.

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[English]
The Effects of Customer Expectations & Satisfaction on Customer Loyalty in Restaurants: Ilsan Yang, Seoyoung Shin, Hyeyoung Kim; Korean J Community Nutr 2000;5(2):225-235. Published online July 31, 2000

Abstract PDF: 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.

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[English]
Effect of the Service Providers' Perceived Service Quality on Customer Loyalty in Restaurants: Hyeyoung Kim, Ilsan Yang, Seoyoung Shin; Korean J Community Nutr 2000;5(2):236-242. Published online July 31, 2000

Abstract PDF: 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).

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