Customer Satisfaction Index of Business & Industry Foodservice Operations in Pusan and Kyeung Nam Area

ABSTRACT

The purpose of this study was to compare the customer satisfaction index(CSI) between 8 self-operated foodservices and 6 contract fooodservices in Pusan and the Kyeung Nam area. There were 438 subjects for self-operated foodservices, and 384 for contract foodservices. The questionnaire was used in this study as a survey method and was concerned with quality of food(I)(II), sanitation, facilities, information service, and employee sevice area. Data from customers were analyzed by using the SPSSPC+ program, and in terms of frequency, and t-test. The results are as follows; 1. Sanitation was the most important factor in both self-operated and contract foodservices. 2. Contract foodservices showed a higher mean rating in both facilities and employee service than did self-operated foodservices in the satisfaction. 3. In self-operated foodservices, men had a significantly(p>0.05) higher CSI in all areas then women, but contract foodservices did not have this difference. 4. Contract foodservices had a higher CSI in quality of food(I), sanitation, facilities, information service, and employee service area, and was also in higher total CSI, than self-operated foodservices.