Investigation of customer satisfaction in student food service: An example of student cafeteria in NHH

Abstract

Purpose

The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service.

Design/methodology/approach

To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the student customers of SiB's cafeteria within NHH premises.

Findings

The survey results shows that quality factors such as food quality, variety, convenience and price fairness have a significant impact on students' satisfaction with the cafeteria, while the impacts from interaction and environment factors are not significant.

Research limitations/implications

More interesting findings would be shown if including the interaction of service quality and price fairness.

Practical implications

Management in student food service can utilize the result to improve students' satisfaction efficiently.

Originality/value

A new survey on students' satisfaction based both on service quality and price fairness, implication for an increasingly important student food service industry.

Citation

Liang, X. and Zhang, S. (2009), "Investigation of customer satisfaction in student food service: An example of student cafeteria in NHH", International Journal of Quality and Service Sciences, Vol. 1 No. 1, pp. 113-124. https://doi.org/10.1108/17566690910945903