A Study on the Factors Affecting Customer Satisfaction with Institutional Foodservice during COVID-19

Jie Won Guak, Ji Eun Oh, Mi Sook Cho

Research output: Contribution to journalArticlepeer-review

1 Scopus citations


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.

Original languageEnglish
Article number1053
Issue number7
StatePublished - 1 Apr 2022

Bibliographical note

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.


  • ISA
  • Kano model
  • customer satisfaction coefficient
  • institutional foodservice
  • mixed-methods design
  • user-based approach quality


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