A Study on the Factors Affecting Customer Satisfaction with Institutional Foodservice during COVID-19

This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they in...

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Bibliographic Details
Published inFoods Vol. 11; no. 7; p. 1053
Main Authors Guak, Jie-Won, Oh, Ji-Eun, Cho, Mi-Sook
Format Journal Article
LanguageEnglish
Published Switzerland MDPI AG 06.04.2022
MDPI
Subjects
Brand loyalty
Composition
Consumers
Coronaviruses
COVID-19
Customer satisfaction
customer satisfaction coefficient
Customer services
Food
Food composition
Food industry
Food quality
Food science
Food service
Hygiene
Industrial development
institutional foodservice
Interviews
ISA
Kano model
Meals
Mixed methods research
mixed-methods design
Productivity
Qualitative research
Quantitative research
Questionnaires
Restaurants
Sanitizers
Social distancing
Tableware
user-based approach quality
institutional foodservice
user-based approach quality
ISA
Kano model
customer satisfaction coefficient
mixed-methods design
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Summary:This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they indicated that harmonious menu composition, food taste, food temperature, close proximity to the restaurant, clean tableware, staff hygiene, hand sanitizer use, and table dividers were important concepts (qualities). Second, factors affecting customer satisfaction and dissatisfaction with institutional foodservice were analyzed using the Kano model, customer satisfaction coefficient, and importance-satisfaction analysis. The highest priorities derived from those analyses for improving the quality of institutional foodservice were harmonious menu composition and food temperature. This mixed-methods study is meaningful because it comprehensively analyzes the satisfaction factors important to customers of institutional foodservice, which have changed because of COVID-19. Therefore, these results will help to improve institutional foodservice and industrial development.
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ISSN:2304-8158
2304-8158
DOI:10.3390/foods11071053