A structural approach on students' satisfaction level with university cafeteria
| Format: | Restricted Document |
|---|
| _version_ | 1860797078200909824 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 |
| date | 2014-09-29 14:32:06 |
| format | Restricted Document |
| id | 11289 |
| institution | UniSZA |
| internalnotes | Aldridge, S., & Rowley, J. (1998). Measuring customer satisfaction. Quality Assurance in Education, 4, 197-204. http://dx.doi.org/10.1108/09684889810242182 Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3-11. http://dx.doi.org/10.1108/08876040 610646536 Barlett, J. E., & Han, F. (2007). Analysis of service quality in restaurants in China: An Eastern perspective. ABR & TLC Conference Proceedings. Bitner, M. J. (1992). Services capes: The impact of physical surroundings on customers and employees. Journal of Marketing 56, 57-71. http://dx.doi.org/10.2307/1252042 Bolton, R. N., & Shankar, V. (2003). An empirically derived taxonomy of retailer pricing and promotion strategies. Journal of Retailing, 79(4), 213-224. http://dx.doi.org/10.1016/j.jretai.2003.09.005 Cacioppo, K. (1995). Measuring and Managing Customer Satisfaction. Harvard Business Review. Chang, M. L., Norazah, M. D., & Tam, Y. L. (2014). Student Satisfaction with the Service Quality: A Structural Approach. International Journal of Business, Economics and Law, 4(1), 105-111. Dollah, S. N., Mansor, N., & Mohamed, M. (2012). Exploring the Major Determinants of Student Satisfaction on University Cafeteria Food Services: A Malaysian Case. Interdisciplinary Journal of Research in Business, 2(7), 62-73. Flegal, K. M., Carroll, M. D., Ogden, C. L., & Curtin, L. R. (2010). Prevalence and trends in obesity among US adults, 1999-2008. The Journal of the American Medical Association, 303(3), 235-241. http://dx.doi.org/10. 1001/jama.2009.2014 Gilbert, G. R., & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of Services Marketing, 20(5), 298-308. http://dx.doi.org/10.1108/08876040610679918 Hensley, R. L., & Sulek, J. (2007). Customer satisfaction with waits in multi-stage services. Managing Service Quality, 17(2), 152-173. http://dx.doi.org/10.1108/09604520710735173 Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction. Journal of Product & Brand Management, 16(1), 49-58. http://dx.doi.org/10.1108/10610420 710731151 Hwang, L., Eves, A., & Desombre, T. (2003). Gap analysis of patient meal service perceptions. International of Health Care Quality Assurance, 16(9), 143-153. http://dx.doi.org/10.1108/09526860310470874 Imram, N. (1999). The role of visual cues in consumer perception and acceptance of food products. Nutrition and Food Science, 5, 224-228. http://dx.doi.org/10.1108/00346659910277650Kim, W. G., & Kim, H. B. (2004). Measuring customer-based restaurant brand equity. Cornell Hotel & Restaurant Administration Quarterly, 45(2), 115-131. http://dx.doi.org/10.1177/0010880404264507 Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222. http://dx.doi.org/10.1108/09596119910272739 Law, A. K. Y., Hui, Y. V., & Zhao, X. (2004). Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality & Reliability Management, 21(5), 545-563. http://dx.doi.org /10.1108/02656710410536563 Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824. Martin-Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction and loyalty: An empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468. http://dx.doi.org/10.1108/10610420710834913 McWilliams, M. (200). Foods: Experimental Perspectives (2nd ed.). New York: Measure consumer satisfaction. Hospitality Research Journal, 17(2), 63-74. Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? International Journal of Contemporary Hospitality Management, 20(2), 142-155. http://dx.doi.org/10.1108/09596110810852131 Ng, Y. N. (2005). A study of Customer Satisfaction, Return Intention and words-of-Mouth Endorsement in University Dining Facilities. (Unpublished master’s thesis). Oklahoma State University, Stillwater, Oklahoma. Noel-Levitz. (2009). Report on Student Retention Trends. Retrieved from http://www.noellevitz.com Norhati, I., & Hafisah, F. N. (2013). Informal Setting for Learning on Campus: Usage and preference. Procedia-Social and Behavioral Sciences, 105(2013), 344-351. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin/McGraw-Hill. Oliver, R. L. (1999). Whence consumer loyalty. Journal of Marketing, 63, 33-44. http://dx.doi.org/10.2307/1252 099 Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53(2), 21-35. http://dx.doi.org/10.2307/1251411 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Patterson, P. G., & Johnson, L. W. (1993). Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 6(1), 90-99. Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences, 1(1), 78-95. http://dx.doi.org/10.1108/17 566690910945886 Raman, S., & Chinniah, S. (2011). An investigation on higher learning students satisfaction on food service at university cafeteria. Proceedings of the 5th International Conference of Asian Academy of Applied Business. Cambodia. Robinson, S. (1999). Measuring service quality: Current thinking and future requirements. Marketing Intelligence & Planning, 17(1), 21-32. http://dx.doi.org/10.1108/02634509910253777 Rowley, J. (1997). Beyond service quality dimensions in higher education and towards a service contract. Quality Assurance in Education, 5(1), 7-14. http://dx.doi.org/10.1108/09684889710156530 Soriano, D. R. (2003). The Spanish Restaurant Sector: Evaluating the Perception of Quality. The Service Industries Journal, 23(2), 183-194. http://dx.doi.org/10.1080/02642060412331300952 Stanton, E., & Sia. (2000). Malaysia HRI Food Service Sector Study. USDA and Foreign Agricultural Service. GAIN Report # MY0017. Story, M., Kaphingst, K. M., Robinson-O’Brien, R., & Glanz, K. (2008). Creating Healthy Food and Eating Environments: Policy and Environmental Approaches. Annual Review of Public, 29(1), 253-272. http://dx.doi.org/10.1146/annurev.publhealth.29.020907.090926 Wansink, B., Painter, J., & Ittersum, K. V. (2001). Descriptive menu labels’ effects on sales. Cornell Hotel and Restaurant Administration Quarterly, 42(6), 68-72. Xi, L., & Shuai, Z. (2009). Investigation of Customer Satisfaction in Student Food Service. An example of student cafeteria in NHH. International Journal of Quality and Service Sciences, 1(1), 113-124. http://dx.doi.org/10.1108/17566690910945903 Yildiz, S. M., & Kara, A. (2009). The PESPERF scale: An instrument for measuring service quality in the School of Physical Education and Sports Sciences (PESS). Quality Assurance in Education, 17(4), 393-415. http://dx.doi.org/10.1108/09684880910992359 Zeithaml, V. A., Bitner, M. J., & Gremier, D. D. (2008). Services marketing: Integrating customer focus across the Firm (5th ed.). Boston, MA: McGraw-Hill |
| originalfilename | 5503-01-FH02-FPBSM-06-01519.jpg |
| person | UniSZA Unisza unisza |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11289 |
| spelling | 11289 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11289 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal UniSZA Unisza unisza image/jpeg inches 96 96 1414 795 04 04 2014-09-29 14:32:06 1414x795 5503-01-FH02-FPBSM-06-01519.jpg UniSZA Private Access A structural approach on students' satisfaction level with university cafeteria Asian Social Science This study was carried out to identify the relationship between the food quality, price fairness, staff performance, and ambience of the university cafeteria with students’ satisfaction. The survey method was employed in testing the proposed hypotheses via a structured self-administered questionnaire. This survey was conducted in Universiti Sultan Zainal Abidin (UniSZA) and a total of 93 undergraduates were selected for questioning via convenience sampling method. The results were generated by using the Structural equation modeling (SEM) technique via AMOS 21.0 computer program with maximum likelihood estimation. Based on the SEM technique, food quality and price fairness are the two most important dimensions that influence the students satisfaction on café service quality. Next, the students give less priority to staff performance and ambience. The results were differing from the previous study. The university cafeteria should take serious measurement in improving the food quality and price for long term sustainability. 10 18 202-209 Aldridge, S., & Rowley, J. (1998). Measuring customer satisfaction. Quality Assurance in Education, 4, 197-204. http://dx.doi.org/10.1108/09684889810242182 Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3-11. http://dx.doi.org/10.1108/08876040 610646536 Barlett, J. E., & Han, F. (2007). Analysis of service quality in restaurants in China: An Eastern perspective. ABR & TLC Conference Proceedings. Bitner, M. J. (1992). Services capes: The impact of physical surroundings on customers and employees. Journal of Marketing 56, 57-71. http://dx.doi.org/10.2307/1252042 Bolton, R. N., & Shankar, V. (2003). An empirically derived taxonomy of retailer pricing and promotion strategies. Journal of Retailing, 79(4), 213-224. http://dx.doi.org/10.1016/j.jretai.2003.09.005 Cacioppo, K. (1995). Measuring and Managing Customer Satisfaction. Harvard Business Review. Chang, M. L., Norazah, M. D., & Tam, Y. L. (2014). Student Satisfaction with the Service Quality: A Structural Approach. International Journal of Business, Economics and Law, 4(1), 105-111. Dollah, S. N., Mansor, N., & Mohamed, M. (2012). Exploring the Major Determinants of Student Satisfaction on University Cafeteria Food Services: A Malaysian Case. Interdisciplinary Journal of Research in Business, 2(7), 62-73. Flegal, K. M., Carroll, M. D., Ogden, C. L., & Curtin, L. R. (2010). Prevalence and trends in obesity among US adults, 1999-2008. The Journal of the American Medical Association, 303(3), 235-241. http://dx.doi.org/10. 1001/jama.2009.2014 Gilbert, G. R., & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of Services Marketing, 20(5), 298-308. http://dx.doi.org/10.1108/08876040610679918 Hensley, R. L., & Sulek, J. (2007). Customer satisfaction with waits in multi-stage services. Managing Service Quality, 17(2), 152-173. http://dx.doi.org/10.1108/09604520710735173 Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction. Journal of Product & Brand Management, 16(1), 49-58. http://dx.doi.org/10.1108/10610420 710731151 Hwang, L., Eves, A., & Desombre, T. (2003). Gap analysis of patient meal service perceptions. International of Health Care Quality Assurance, 16(9), 143-153. http://dx.doi.org/10.1108/09526860310470874 Imram, N. (1999). The role of visual cues in consumer perception and acceptance of food products. Nutrition and Food Science, 5, 224-228. http://dx.doi.org/10.1108/00346659910277650Kim, W. G., & Kim, H. B. (2004). Measuring customer-based restaurant brand equity. Cornell Hotel & Restaurant Administration Quarterly, 45(2), 115-131. http://dx.doi.org/10.1177/0010880404264507 Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222. http://dx.doi.org/10.1108/09596119910272739 Law, A. K. Y., Hui, Y. V., & Zhao, X. (2004). Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality & Reliability Management, 21(5), 545-563. http://dx.doi.org /10.1108/02656710410536563 Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824. Martin-Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction and loyalty: An empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468. http://dx.doi.org/10.1108/10610420710834913 McWilliams, M. (200). Foods: Experimental Perspectives (2nd ed.). New York: Measure consumer satisfaction. Hospitality Research Journal, 17(2), 63-74. Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? International Journal of Contemporary Hospitality Management, 20(2), 142-155. http://dx.doi.org/10.1108/09596110810852131 Ng, Y. N. (2005). A study of Customer Satisfaction, Return Intention and words-of-Mouth Endorsement in University Dining Facilities. (Unpublished master’s thesis). Oklahoma State University, Stillwater, Oklahoma. Noel-Levitz. (2009). Report on Student Retention Trends. Retrieved from http://www.noellevitz.com Norhati, I., & Hafisah, F. N. (2013). Informal Setting for Learning on Campus: Usage and preference. Procedia-Social and Behavioral Sciences, 105(2013), 344-351. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin/McGraw-Hill. Oliver, R. L. (1999). Whence consumer loyalty. Journal of Marketing, 63, 33-44. http://dx.doi.org/10.2307/1252 099 Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53(2), 21-35. http://dx.doi.org/10.2307/1251411 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Patterson, P. G., & Johnson, L. W. (1993). Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 6(1), 90-99. Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences, 1(1), 78-95. http://dx.doi.org/10.1108/17 566690910945886 Raman, S., & Chinniah, S. (2011). An investigation on higher learning students satisfaction on food service at university cafeteria. Proceedings of the 5th International Conference of Asian Academy of Applied Business. Cambodia. Robinson, S. (1999). Measuring service quality: Current thinking and future requirements. Marketing Intelligence & Planning, 17(1), 21-32. http://dx.doi.org/10.1108/02634509910253777 Rowley, J. (1997). Beyond service quality dimensions in higher education and towards a service contract. Quality Assurance in Education, 5(1), 7-14. http://dx.doi.org/10.1108/09684889710156530 Soriano, D. R. (2003). The Spanish Restaurant Sector: Evaluating the Perception of Quality. The Service Industries Journal, 23(2), 183-194. http://dx.doi.org/10.1080/02642060412331300952 Stanton, E., & Sia. (2000). Malaysia HRI Food Service Sector Study. USDA and Foreign Agricultural Service. GAIN Report # MY0017. Story, M., Kaphingst, K. M., Robinson-O’Brien, R., & Glanz, K. (2008). Creating Healthy Food and Eating Environments: Policy and Environmental Approaches. Annual Review of Public, 29(1), 253-272. http://dx.doi.org/10.1146/annurev.publhealth.29.020907.090926 Wansink, B., Painter, J., & Ittersum, K. V. (2001). Descriptive menu labels’ effects on sales. Cornell Hotel and Restaurant Administration Quarterly, 42(6), 68-72. Xi, L., & Shuai, Z. (2009). Investigation of Customer Satisfaction in Student Food Service. An example of student cafeteria in NHH. International Journal of Quality and Service Sciences, 1(1), 113-124. http://dx.doi.org/10.1108/17566690910945903 Yildiz, S. M., & Kara, A. (2009). The PESPERF scale: An instrument for measuring service quality in the School of Physical Education and Sports Sciences (PESS). Quality Assurance in Education, 17(4), 393-415. http://dx.doi.org/10.1108/09684880910992359 Zeithaml, V. A., Bitner, M. J., & Gremier, D. D. (2008). Services marketing: Integrating customer focus across the Firm (5th ed.). Boston, MA: McGraw-Hill |
| spellingShingle | A structural approach on students' satisfaction level with university cafeteria |
| summary | This study was carried out to identify the relationship between the food quality, price fairness, staff performance, and ambience of the university cafeteria with students’ satisfaction. The survey method was employed in testing the proposed hypotheses via a structured self-administered questionnaire. This survey was conducted in Universiti Sultan Zainal Abidin (UniSZA) and a total of 93 undergraduates were selected for questioning via convenience sampling method. The results were generated by using the Structural equation modeling (SEM) technique via AMOS 21.0 computer program with maximum likelihood estimation. Based on the SEM technique, food quality and price fairness are the two most important dimensions that influence the students satisfaction on café service quality. Next, the students give less priority to staff performance and ambience. The results were differing from the previous study. The university cafeteria should take serious measurement in improving the food quality and price for long term sustainability. |
| title | A structural approach on students' satisfaction level with university cafeteria |
| title_full | A structural approach on students' satisfaction level with university cafeteria |
| title_fullStr | A structural approach on students' satisfaction level with university cafeteria |
| title_full_unstemmed | A structural approach on students' satisfaction level with university cafeteria |
| title_short | A structural approach on students' satisfaction level with university cafeteria |
| title_sort | structural approach on students' satisfaction level with university cafeteria |