Foodservice Management of Health Industries Based on Customer Satisfaction - Inria - Institut national de recherche en sciences et technologies du numérique Accéder directement au contenu
Communication Dans Un Congrès Année : 2015

Foodservice Management of Health Industries Based on Customer Satisfaction

Résumé

To support managerial decision making, this paper investigates the linkages among service, timeliness, product quality, price reasonableness, and customer satisfaction in a hospital. Considering the practical needs, we proposed STQP-SERVQUAL (customer satisfaction model of hospital foodservice) on the basement of SERVQUAL. Data from 281 questionnaires was analyzed. Using structural equation modeling, the results suggest that service, timeliness, and product quality have a positive significant impact on patients’ satisfaction with hospital foodservice. Moreover, the impact caused by price reasonableness is not significant. But price reasonableness is the lowest satisfied factor; it also calls for managers’ attention. Theoretical and managerial implications are discussed. Although the case study is in a large hospital, the application of the results can be extended to other health industries.
Fichier principal
Vignette du fichier
346973_1_En_70_Chapter.pdf (356.78 Ko) Télécharger le fichier
Origine : Fichiers produits par l'(les) auteur(s)
Loading...

Dates et versions

hal-01431152 , version 1 (10-01-2017)

Licence

Paternité

Identifiants

Citer

Sheng Zhong, Lu Hou, Zhiyong Rao, Wen Hu. Foodservice Management of Health Industries Based on Customer Satisfaction. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2015, Tokyo, Japan. pp.612-619, ⟨10.1007/978-3-319-22759-7_70⟩. ⟨hal-01431152⟩
101 Consultations
213 Téléchargements

Altmetric

Partager

Gmail Facebook X LinkedIn More