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Erschienen in:
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2015 | OriginalPaper | Buchkapitel

Foodservice Management of Health Industries Based on Customer Satisfaction

verfasst von : Sheng Zhong, Lu Hou, Zhiyong Rao, Wen Hu

Erschienen in: Advances in Production Management Systems: Innovative Production Management Towards Sustainable Growth

Verlag: Springer International Publishing

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Abstract

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.

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Vorheriges Kapitel Energy Consumption in the Food Service Industry: A Conceptual Model of Energy Management Considering Service Properties
Nächstes Kapitel An Analyzer of Computer Network Logs Based on Paraconsistent Logic
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Metadaten
Titel
Foodservice Management of Health Industries Based on Customer Satisfaction
verfasst von
Sheng Zhong
Lu Hou
Zhiyong Rao
Wen Hu
Copyright-Jahr
2015
Buch
Advances in Production Management Systems: Innovative Production Management Towards Sustainable Growth

Print ISBN: 978-3-319-22758-0

Electronic ISBN: 978-3-319-22759-7

Copyright-Jahr: 2015

DOI
https://doi.org/10.1007/978-3-319-22759-7_70