Students’ Satisfaction of Food Services at the University  Cafeteria: a Comparative Study Via PLS Approach

Chang, Dyana Mui Ling; Suki, Norazah Mohd

doi:10.14419/ijet.v7i3.21.17097

Cited by 7 publications

(6 citation statements)

References 29 publications

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“…Employee attitude and student satisfaction Contrary to Chang and Suki's (2018) research where they found that staff performance is among the most significant attributes, in this study no direct effect of employee attitude on student satisfaction is found. At first sight, this result seems to support Chang et al's (2014) study in which they affirmed that students give less priority to staff performance.…”

Section: Impact Of Reliability On Sufficiency Of Services and Student...contrasting

confidence: 99%

“…However, there are two-pronged comments from the literature in which some state significance of physical properties on customer satisfaction (e.g. Chang and Suki, 2018; Shanka and Taylor, 2005; Galabo, 2019; Smith et al , 2020), whereas, others reported no or few impact (e.g. Chang et al ., 2014; Liang and Zhang, 2009; Shanka and Taylor, 2005; Saglik et al ., 2014).…”

Section: Discussion and Contributionsmentioning

confidence: 99%

“…Physical attributes refer to ambient, appearance and layout which are all related to the interior design of a particular cafeteria, including its serving area, counter, condition of dining tables and plates, glasses and utensils. In their research, Chang and Suki (2018) stated that ambience is the most significant attribute affecting student cafeteria selection. Garg and Kumar (2017) also mentioned that atmospherics is among the cafeteria selection criteria.…”

Section: H3mentioning

confidence: 99%

“…Chang and Suki (2018) compared two universities Universiti Malaysia Sabah - Malaysia and Mercu Buana University - Indonesia and surveyed 200 undergraduates in each (total of 400 participants). They discovered that food quality, staff performance, price fairness and ambiance, where ambience is the most significant at both universities, followed by staff performance and food quality are important criteria in cafeteria selection.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…The quality of service is determined by the ability and willingness of an employee to take part in the service creation (George and Hegde, 2004). Regarding university cafeteria services, Chang and Suki (2018) state that staff performance is among the most significant attributes that affect student cafeteria selection.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

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Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services

Uluskan

2022

TQM

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PurposeThis study aims to show the effectiveness and applicability of artificial intelligence applications in the measurement and evaluation of university services. Universities can gain competitive advantage through providing their students with quality services in various aspects, such as bookstores, dormitories, recreation centers as well as cafeterias. Among these facilities, university cafeterias are places where students spend a significant amount of time. Therefore, this study aims to integrate artificial intelligence application in the evaluation of university cafeteria services based on students' perceptions with two-stage structural equation modeling (SEM) and artificial neural network (ANN) approach.Design/methodology/approachAn artificial intelligence based SEM-ANN hybrid approach was used to determine the factors that have significant influence on student satisfaction, sufficiency-of-services and likelihood-of-recommendation. Data were collected from 373 students through a face-to-face questionnaire. Initially, four service quality dimensions were attained through factor analysis. Then, hypotheses, which were determined via literature review, were tested through SEM-ANN hybrid approach.FindingsIncorporating the results of SEM analysis into the ANN technique resulted in superior models with good prediction performance. Based on four ANN models created and ANN sensitivity analyses conducted, significant predictors of satisfaction, sufficiency, reliability and recommendation are determined and ranked.Originality/valuePrior studies have assessed service quality using traditional techniques, whereas, this study integrates artificial intelligence in the assessment of higher-educational institutions' services quality. Also, as a distinction from previous studies, this study ranked importance levels of predictor variables through ANN sensitivity analysis.

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Section: Impact Of Reliability On Sufficiency Of Services and Student...contrasting

confidence: 99%

Section: Discussion and Contributionsmentioning

confidence: 99%

Section: H3mentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

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Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services

Uluskan

2022

TQM

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The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

Serhan

2019

International Journal of Food Science

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The purpose of this study was to determine different food service attributes that have an impact on customers’ overall satisfaction at a rural university cafeteria. Over 5 weeks, 676 cafeteria users, including academics, staff, and students, were selected through convenience sampling. They completed an anonymous-designed survey with closed questions (n=29) assessing quality of food and beverages, quality of service and setting, and satisfaction with food service attributes. In order to measure the existence and degree of significant relationships between different research variables, Pearson correlation coefficients were employed to analyse the data. Means of scores and frequencies were calculated. Results indicated that customers’ satisfaction with different service attributes was above average. All service attributes had a significant and positive effect on the overall satisfaction. Since most customers (62.9%) would like to continue eating at the cafeteria, the most common improvements suggested to the university management included among others, improving diet quality by offering more nutritious food. Gaining insight into the different food service attributes can enable the university management to meet the needs and expectations of its academics, staff, and students in order to increase their confidence in the food provided.

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Investigating the Relationships Between Manager’s Coffee Restaurant Dining Experiences and Customer Satisfaction

Nordin

Amin

Hasbullah

2021

Journal of Event, Tourism and Hospitality Studies (JETH)

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The current study investigates the relationships between various service features influencing customers’ satisfaction in the university food service. A research structure consisting of three variables representing dining experiences, namely food quality, service quality, and price are further investigated. Taking Manager’s Coffee restaurant at Universiti Utara Malaysia as a case, this study aims to determine the relationships between dining experiences and students’ satisfaction based on the university restaurant setting. The study was carried out using a quantitative approach involving 200 university students as respondents. The research findings showed that all three dining experiences variables have significant positive relationships on students’ satisfaction. The findings also pointed to improved services and resources particularly to the Manager’s Coffee restaurant, which will increase the market position, especially in the university food service business.

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Students’ Satisfaction of Food Services at the University Cafeteria: a Comparative Study Via PLS Approach

Cited by 7 publications

References 29 publications

Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services

Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services

The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

Investigating the Relationships Between Manager’s Coffee Restaurant Dining Experiences and Customer Satisfaction

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