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Abstract ▼ AI-Helper

The purposes of this study are to analyze the gap between foodservice personnel and customers, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the recognition for foodservice quality improvement. The results of this...

The purposes of this study are to analyze the gap between foodservice personnel and customers, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the recognition for foodservice quality improvement. The results of this study can be summarized as follows: the average perception score of personnel(3.78 out of 5) was higher than that of customers(3.79). In particular, the customers' perception of 16 attributes, which included 'overall lighting in the restaurant', 'creativity of the food', 'freshness of the ingredients' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'meal quality' was the highest and 'table setting' was the lowest among the 4 factors, but there was significant difference on 'interior space(p<.001)', 'meal quality (p<.01)', 'convenience(p<.01)' between the two groups. As a results of the quadrant analysis, 'Q3. dishes and bowls', 'Q6. cleanliness of the tables', 'Q12. display of the food', 'Q17. comfort of the interior space', 'Q18, room temperature', 'Q23. overall lighting in the restaurant', 'Q30. arrangement of the furniture and accessaries' were categorized into Quadrant A, all of which showed dissatisfaction of the customers due to the personnel's lower perception. Therefore, service providers have to perceive the gap between the two viewpoints and grant priority to these attributes to improve foodservice quality.

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