Journal of the Korean Society of Food Culture (한국식생활문화학회지)

Korean Society of Food Culture (한국식생활문화학회)
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A Study on the Analysis of Customer Satisfaction Factors in Institutional Foodservice according to the Changes of Foodservice's External Environment Due to Covid-19

코로나19로 인한 급식 외부 환경 변화에 따른 산업체 급식 고객만족 요인 분석에 관한 연구

  • Guak, Jiewon (Department of Nutritional Science and Food Management, Ewha Womans University) ;
  • Oh, Ji Eun (College of Science & Industry Convergence, Ewha Womans University) ;
  • Cho, Wookyoun (Department of Food & Nutrition, Gachon University) ;
  • Cho, Mi Sook (Department of Nutritional Science and Food Management, Ewha Womans University)
  • 곽지원 (이화여자대학교 식품영양학과) ;
  • 오지은 (이화여자대학교 신산업융합대학) ;
  • 조우균 (가천대학교 식품영양학과) ;
  • 조미숙 (이화여자대학교 식품영양학과)
  • Received : 2021.11.22
  • Accepted : 2021.12.19
  • Published : 2021.12.31
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Abstract

Institutional foodservice is a type of meal provided to workers in industry and affects the health and psychological wellbeing of workers and productivity. Thus, research on customer satisfaction with institutional foodservice is important. In addition to food industry and food culture developments, the requirements of institutional foodservice customers are diversifying due to COVID-19. Therefore, the purpose of this study was to identify factors that affect customer satisfaction with institutional foodservice using a user-based approach. In this study, the quality of institutional foodservice was defined using customer satisfaction or dissatisfaction, and by using in-depth interview and open coding (a qualitative research method), we derived qualities of institutional foodservice from the user's perspective and compared these with those of previous studies. This study is meaningful as the quality of institutional foodservice was analyzed using a user-based approach, in-depth interview, and open coding and compares results with those of previous studies.

Keywords

References

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