Journal List > J Nutr Health > v.50(3) > 1081504

J Nutr Health. 2017 Jun;50(3):294-301. Korean.
Published online June 30, 2017.  https://doi.org/10.4163/jnh.2017.50.3.294
© 2017 The Korean Nutrition Society
Analysis of factors affecting customer satisfaction of HACCP applied restaurant in highway service area
Tae-Hyeong Kim and Hyun-Joo Bae
Department of Food and Nutrition, Daegu University, Gyeoungbuk 38453, Korea.

To whom correspondence should be addressed. tel: +82-53-850-6835, Email: bhj@daegu.ac.kr
Received October 10, 2016; Revised October 27, 2016; Accepted June 15, 2017.

This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/) which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.


Abstract

Purpose

The purposes of this study were to investigate food consumption practices and analyze factors that influence customer satisfaction of an HACCP applied restaurant in a highway service area.

Methods

A total of 207 customer responses were used for data analysis. Statistical analyses were conducted using the SPSS program (ver. 22.0) for χ2-test, Pearson correlation analysis, and multiple regression analysis.

Results

Reasons for visiting the highway area were using the restroom (86.0%), purchasing of meals or snacks (70.1%), taking a rest (58.5%), and shopping (3.4%) and selection attributes of food sold in the highway service area were food taste (48.8%), food safety (33.3%), and waiting time for meal (10.7%). According to the results of the survey, udon (66.2%) was the most preferred meal, followed by instant noodles (56.0%), kimbap (50.7%), pork cutlet (38.2%), and bibimbap (29.0%). In addition, coffee (73.4%) was the most preferred among snacks and beverages, followed by beverages (58.9%), walnut cake (53.1%), mineral water (52.2%), and hotbar (52.2%). Satisfaction evaluation scores of foods sold in the highway service area were highest for appropriate portion size, followed by food safety, menu variety, food taste, and reasonable price. Overall customer satisfaction scores regarding the restaurant in the highway service area was 3.24 out of 5 points on average. According to the results of the multiple regressing analysis, food taste (p < 0.001) and reasonable price (p < 0.01) had significant positive effects on overall customer satisfaction.

Conclusion

To enhance customer satisfaction, restaurant managers in the highway service area should implement HACCP, improve food taste, and set up a proper price for food sold at the restaurant in the highway service area.

Keywords: customer satisfaction; HACCP; highway service area; restaurant; food taste

Tables


Table 1
General characteristics of respondents
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Table 2
Utilization practice of highway and food consumption practice in the highway service area
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Table 3
Perception about HACCP of respondents
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Table 4
Purchasing preference of meals sold in the restaurant of the highway service area
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Table 5
Purchasing preference of snacks and beverages sold in the restaurant of the highway service area
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Table 6
Mean, standard deviation, and intercorrelation of all measures
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Table 7
Results of the multiple regression analysis
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Notes

This work was supported by grants from Daegu University.

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