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首页> 外文期刊>Journal of the Korean Society of Food Science and Nutrition >Importance-Performance Analysis (IPA) of University Foodservice Quality by Customer Group according to the Foodservice Satisfaction and Customer Loyalty
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Importance-Performance Analysis (IPA) of University Foodservice Quality by Customer Group according to the Foodservice Satisfaction and Customer Loyalty

机译：根据FoodService满意度和客户忠诚度的客户组大学FoodService质量的重要性 - 绩效分析（IPA）

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摘要

This study examined the importance and performance of the service quality of a university foodservice by Importance-Performance Analysis (IPA) according to four customer strata. The survey was administered from April to May to 880 university studentsat eight universities in Gyeongsang-do area. The average customer satisfaction and customer loyalty scores were 3.06/5.00 and 3.04/5.00, respectively. The customers were classified into four groups according to their satisfaction and loyalty. The 'loyalist' group had 35.2% of customers, while the 'mercenary', 'hostage', and 'defector' groups had 7.2%, 14.0%, and 43.7%, respectively. The total mean score for the performance of the 'loyalist' group was significantly (.P<0.001) higher than that of the 'defector' group, whereas the importance score was similar in the four customer groups. As shown in the IPA grid, 'taste', 'freshness of food', 'portion size', 'temperature', 'menu variety', 'rapid response to complaints', 'offering menu information', 'appropriate temperature of dining hall', 'hygiene of meals', 'cleanliness of utensils', 'cleanliness of restaurants', 'cleanliness of distribution and return area', 'convenient location', 'easy accessibility', and 'waiting time' fell into quadrant I (focus here) for the 'defector' group. On the other hand, nothing fell into quadrant I (focus here) in the 'loyalist' group. Because there was a difference in the university foodservice quality of the four customer strata, university foodservice managers should focus on increasing customer satisfaction and loyalty by planning differentiated foodservice operation strategies.
机译：本研究根据四个客户地层检测了通过重要性 - 性能分析（IPA）的大学FoodService的服务质量的重要性和表现。该调查从4月到5月到880名大学生八所在庆州市八所大学进行管理。平均客户满意度和客户忠诚度分别分别为3.06 / 5.00和3.04 / 5.00。根据他们的满意和忠诚，客户被分为四组。 “忠诚主义者”集团有35.2％的客户，而“雇佣军”，“人质”和“叛逃者”分别分别为7.2％，14.0％和43.7％。 “忠诚主义者”组成的总均值分数显着（.p <0.001）高于“缺陷板”，而四个客户群体中的重要性得分相似。如IPA网格，“味道”，“食物的新鲜度”，“部分尺寸”，“温度”，“菜单”，“快速响应投诉”，“提供菜单信息”，“餐厅的适当温度” '，'习惯的饭菜'，'餐具的清洁，'餐馆清洁，分配的清洁和返回区域'，'方便的位置'，'易于访问性'，'等待时间'落入象限我（焦点这里）对于“缺陷家”组。另一方面，没有什么在“忠诚主义者”集团中没有任何东西落入象限我（这里焦点）。由于四位客户地层的大学FoodService质量有所不同，大学FoodService管理人员应专注于通过规划差异化的食品服务运营策略来提高客户满意度和忠诚度。

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