Korean Journal of Human Ecology (한국생활과학회지)

Korean Association of Human Ecology (한국생활과학회)
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Importance-Performance Analysis(IPA) of Service Quality Attributes of University Foodservice - A Comparison of Male and Female Students' Perceptions in Daejeon

대학급식소 서비스 품질 속성에 대한 IPA 분석 - 대전지역 남학생과 여학생 비교

  • Yi, Na-Young (Department of Food & Nutrition, Daejeon University)
  • Received : 2012.02.08
  • Accepted : 2012.03.14
  • Published : 2012.04.30
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Abstract

The purposes of this study were to investigate students' perception on importance and performance of service quality of university foodservice, and to examine Importance-Performance Analysis(IPA) of foodservice quality for male and female students. A total of 500 university students in Daejeon were surveyed and 432 responses were returned. Excluding responses with significant missing data, 412 responses were used for data analysis. In terms of importance of service quality attributes, 'sanitation(4.74)' category received the highest score, followed by 'food(4.36)', 'service(4.22)', 'convenience(4.01)', 'menu(3.90)' and 'atmosphere(3.73)'. In terms of performance, the highest service quality attribute was associated with 'convenience(3.30)', followed by 'service(3.06)', 'sanitation(2.95)', 'food(2.88)', 'atmosphere(2.79)' and 'menu(2.68)'. As the results of IPA, 'staff's kindness', 'overall quality of service', 'taste of the food', 'freshness of the food', 'overall quality of the food', and 'cleanliness of the facility' fell into the Quadrant IV(Focus here) for female students. On the other hand, male students' IPA grid illustrated that 'taste of the food', 'freshness of the food', 'nutrition of the food', 'sanitation of the food', and 'sanitation of the utensils' fell into Quadrant IV(Focus here).

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