A Gap Analysis between Inpatients' and Personnel's Perception of Hospital Foodservice Quality / 대한지역사회영양학회지
Korean Journal of Community Nutrition
; : 943-951, 2005.
Article
in Ko
| WPRIM
| ID: wpr-210947
Responsible library:
WPRO
ABSTRACT
The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality' (p<.001), 'customer reception' (p<.001) and 'personnel attitude' (p<.05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice quality.
Key words
Full text:
1
Index:
WPRIM
Main subject:
Quality Improvement
/
Financing, Organized
/
Inpatients
Type of study:
Prognostic_studies
Limits:
Humans
Language:
Ko
Journal:
Korean Journal of Community Nutrition
Year:
2005
Type:
Article