대학급식소 고객만족도 측정을 위한 다문항 척도 개발

• 영문명: Development of Multiple-Item Scale for Measuring Customer Satisfaction of University Foodservice
• 발행기관: 한국관광학회
• 저자명: 김학선 윤지현
• 간행물 정보: 『관광학연구』제36권 제8호, 297~315쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.10.31

영문 초록

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.

목차

I. 서론

II. 이론적 배경

III. 연구 설계

IV. 연구 결과

V. 요약 및 결론

참고문헌

키워드

다문항 척도 고객 만족 대학 급식소 Multiple-item scale Customer satisfaction University foodservice