Korean J Nutr.  2004 May;37(4):329-338.

Development of Quality Assessment Tool and Application to Customer-Oriented Hospital Foodservice Management

Affiliations
  • 1Department of Food and Nutrition, Sangji University, Wonju, Korea.
  • 2Samsung Everland Inc., Yongin, Korea.
  • 3Department of Food and Nutrition, Yonsei University, Seoul, Korea.

Abstract

The purposes of this study were to : a) develop the quality assessment tool of hospital foodservice management, b) evaluate the S hospital's foodservice quality by this tool, and c) do the feasibility study about this tool in hospital foodservice field by establishing quality management strategies. The developed quality assessment tool of hospital foodservice management was consisted of 20 items for quality evaluation by Likert 5 point scale and two additional questions with the most satisfactory item and the most unsatisfactory item. As a result of evaluation, S hospital's foodservice quality was somewhat high, on the factor 'personnel attitude', especially. The IPA technique proved nine items including Q5, Q7, Q8, Q11, Q12, Q13, Q15, Q16, Q17 were in 'Doing Great, Keep It Up' and seven items such as Q1, Q2, Q3, Q6, Q9, Q18, Q19 that got high expectation and low perception needed to be focused in quality management strategy.

Keyword

hospital foodservice; quality assessment tool; customer satisfaction; customer's expectation; customer's perception; IPA
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