Analysis of Patient Satisfaction and Factors Influencing Satisfaction on Hospital Foodservice Quality

Lim, Hyun Sook; Yang, Il Sun; Cha, Jin A

Abstract

The purpose of this study is to provide the basic data and their analysis to improve hospital foodservice by identifying patient satisfaction with different attributes of hospital foodservice and its influencing factors using self written survey on nine hundred fifteen hospitalized patients in 28 general hospitals in Seoul and Kungki area. The statistical analysis of data was done by SAS/WIN package(Version 6.11) to determine Descriptive Analysis, T-test, Analysis of Variance, Pearson's Correlation, and Factor Analysis. The summary of the study results is as follows: 1. Among sixteen food-service quality attributes, the most unsatisfying one was the meal itself, the provision of nutrition informations, the possibility of menu choices, immediate response on meal problems, and the taste of the meal. 2. There was a positive correlation between the general quality satisfaction and freshness, nutritional considerations, and the temperature of the dishes and trays, and variety of menu in food-service quality were also correlated positively. 3. Based on the result of statistical analysis on the expectation and recognition in hospital food-service quality attributes vs quality satisfaction, expectation was negatively correlated with quality satisfaction: however, recognition was positively correlated.