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Development of Multiple-Item Scale for Measuring Customer Satisfaction of University Foodservice

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2012, 36(8), pp.297-315
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Hak-Seon Kim 1 Yoon, Jihyun ORD ID 2

1경성대학교
2서울대학교

Accredited

ABSTRACT

University foodservice plays a fundamental role in students satisfaction of campus life and their educational experience as a whole. This priority is offset by a growing number of operational challenges including the management of cost structors and labor relations affecting the campus foodservice industry and its competitive environment. Given this, maintaining existing customers and securing potential customers remains a critical task for university food service providers; and as such the purpose of this study was to develop a multiple-item scale for measuring customers’ satisfaction with university foodservice. A Structured questionnaire was administered to a sample of 810 customers at four college food services in Seoul, South Korea. Three considerations, titled ‘food,’ ‘sanitation,’ and ‘service and amenity,’ were identified by exploratory factor analysis (EFA). Empirically, these 14 items and three dimensions of college students’ satisfaction with foodservice operation also were supported by the confirmatory factor analysis (CFA). This result suggests that this scale would be suitably used to evaluate customer satisfaction with university foodservice.

Citation status

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