충북지역 사업체 급식소의 운영형태에 따른 고객 만족도 비교분석 = Comparison of Customer Satisfaction Between Types of Business Operation for Foodservice in Chungbuk Province

다국어 초록 (Multilingual Abstract)

This study examines current status of business foodservice, evaluation of leftover food and customer satisfaction of foodservice at direct operation and consignment foodservice businesses in Chungbuk, Korea. This study will provide managerial implications for improving quality and effective business operation for foodservice.
Sample in this study consisted of 800 customers who use food service provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. Survey with self-administered questionnaire was conducted from July 25 2007 to August. 10, 2007. A total of 692 data were obtained from direct operation foodservice (n=361) and consignment foodservice (n=331) businesses. For data analysis, t-test, F-test, Tukey post hoc test, pearson's correlation and multiple regression analysis were used by SAS statistic program Version 8.2.

* A thesis for the degree of Master in February 2008.
Results are as following :

First, as for main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, 'the close location' rated the most high percentage. Approximately, 41% of respondents were not satisfied with foodservice in the employee restaurants.
Second, there was significant differences in customers' evaluation of leftover food in all menus except for dessert between the two types of foodservice business. Specifically, leftover food for consignment foodservice was higher than that for direct operation foodservice. In quantity of leftover food, Kimchi rated the most highest in direct operation foodservice, and Kimchi and meats rated the highest in the consignment foodservice business. With regard to the reasons for leftover food, 'no appetite' recorded the highest in rice and meat side dishes; 'big quantity' in soup and desserts; 'not to tastes' in fishes and vegetables; and 'serve too frequently' in Kimchi.
Third, there were significant differences in customer satisfaction with five areas of foodservice between two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in direct operation foodservice was found higher than that of consignment foodservice. In the satisfaction level of foodservices, mealing process was the highest, and followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses.
Overall satisfaction with business foodservice was affected by customers' satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, food, and information and service were important areas for determining overall customer satisfaction with foodservice. Also, the overall satisfaction was negatively correlated with quantity of leftover food in seven menus in the direct operation and consignment foodservice business.

목차 (Table of Contents)

• Ⅰ. 서론 1
• 1. 연구의 필요성 및 목적 1
• 2. 연구문제 4
• Ⅱ. 이론적 배경 5
• 1. 급식산업의 변화 5
• 2. 급식서비스의 품질관리 8
• 3. 급식서비스의 고객만족 13
• Ⅲ. 연구방법 16
• 1. 조사대상 및 자료수집 16
• 2. 측정도구 17
• 3. 자료분석방법 19
• Ⅳ. 결과 및 고찰 20
• 1. 조사대상자의 일반적 특성 20
• 2. 급식서비스 이용실태 23
• (1) 급식소 운영형태에 따른 이용실태 23
• (2) 고객의 일반적 특성에 따른 이용실태 27
• 3. 급식소 운영형태에 따른 고객의 메뉴별 잔반평가 31
• (1) 운영형태에 따른 고객의 메뉴별 잔반평가 31
• (2) 고객의 일반적 특성에 따른 잔반평가 33
• (3) 운영형태에 따른 고객의 메뉴별 잔반비교 37
• (4) 운영형태에 따른 고객의 메뉴별 잔반원인 39
• 4. 고객의 급식서비스 만족도 평가 42
• (1) 운영형태에 따른 급식서비스 영역별 만족도 42
• (2) 운영형태에 따른 급식서비스 영역의 속성별 만족도 44
• (3) 고객의 일반적 특성에 따른 영역별 만족도 비교 48
• (4) 전반적인 만족도에 영향을 주는 급식서비스 영역 52
• (5) 전반적인 만족도와 잔반 평가와의 상관관계 54
• Ⅴ. 결론 및 제언 55
• 참고문헌 59