TY - JOUR
T1 - A Study on the Factors Affecting Customer Satisfaction with Institutional Foodservice during COVID-19
AU - Guak, Jie Won
AU - Oh, Ji Eun
AU - Cho, Mi Sook
N1 - Funding Information:
All authors are highly thankful to Netaji Subhas Institute of Technology (NSIT), University of Delhi for financial assistance.
Publisher Copyright:
© 2022 by the authors. Licensee MDPI, Basel, Switzerland.
PY - 2022/4/1
Y1 - 2022/4/1
N2 - This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they indicated that harmonious menu composition, food taste, food temperature, close proximity to the restaurant, clean tableware, staff hygiene, hand sanitizer use, and table dividers were important concepts (qualities). Second, factors affecting customer satisfaction and dissatisfaction with institutional foodservice were analyzed using the Kano model, customer satisfaction coefficient, and importance–satisfaction analysis. The highest priorities derived from those analyses for improving the quality of institutional foodservice were harmonious menu composition and food temperature. This mixed-methods study is meaningful because it comprehensively analyzes the satisfaction factors important to customers of institutional foodservice, which have changed because of COVID-19. Therefore, these results will help to improve institutional foodservice and industrial development.
AB - This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they indicated that harmonious menu composition, food taste, food temperature, close proximity to the restaurant, clean tableware, staff hygiene, hand sanitizer use, and table dividers were important concepts (qualities). Second, factors affecting customer satisfaction and dissatisfaction with institutional foodservice were analyzed using the Kano model, customer satisfaction coefficient, and importance–satisfaction analysis. The highest priorities derived from those analyses for improving the quality of institutional foodservice were harmonious menu composition and food temperature. This mixed-methods study is meaningful because it comprehensively analyzes the satisfaction factors important to customers of institutional foodservice, which have changed because of COVID-19. Therefore, these results will help to improve institutional foodservice and industrial development.
KW - ISA
KW - Kano model
KW - customer satisfaction coefficient
KW - institutional foodservice
KW - mixed-methods design
KW - user-based approach quality
UR - http://www.scopus.com/inward/record.url?scp=85128594128&partnerID=8YFLogxK
U2 - 10.3390/foods11071053
DO - 10.3390/foods11071053
M3 - Article
AN - SCOPUS:85128594128
SN - 2304-8158
VL - 11
JO - Foods
JF - Foods
IS - 7
M1 - 1053
ER -