Literature Review Literature On Cafeteria Food

Salads, pizza, hamburger, hot meals, sandwiches,desserts and drinks are served every single day. The hot lunch changes every single, day however the other options from the menu are always the same, but those extra intes are only server to students from 6th­ to 12th grade.

The analysis done at 5% significance lever show that overall customer satisfaction was significantly related to average meal price and the type of restaurant. The regression equation show that an increase in meal expenditure means the more the customer is satisfied. The multiple regression equation indicates that Italian customer is more satisfied compared to seafood restaurant.

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

Tung (2004) suggests that the SERVQUAL model provides a theoretical basis for examining the relationship between service quality and customer satisfaction. However to provide the best service quality available restaurants must look beyond the typical SERVQUAL framework. In this instance it is important that food quality, along with service quality, is considered to provide the best restaurant

The current food service offers three meals per day, and these include some, but relatively few, vegetarian options for students with special

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Jones, S., Mason, K., & Benefield, M. (n.d.). Customer perceived service quality in the fast

Based on this traditional definition of service quality, Parasuraman, Zeithaml, and Berry (1985) developed the "Gap Model" of perceived service quality.

Price has been shown to affect not only a customer’s ability to buy a product or service, but also the customer’s expectations of what they are buying which in turn affects customer satisfaction. Early research by Monroe (1989) suggests that consumers feel that price is an indicator of quality, which has the power to attract or repel customers. Customers typically have an internal reference price – that is, a price in the buyer’s mind that serves as a

In today’s economy, customer needs continue to change. Customers have different expectations and perceptions of service which many organizations struggle to fulfill. Providing exceptional service quality to customers is critical for an organization’s success. This paper will assess the specific elements of customer expectations and perceptions with the alignment to service quality criteria. Moreover, several instances will be reviewed to define appropriate service quality perceptions and customer satisfactions. Finally, gaps between expected services will be reviewed and areas of improvement will be identified.

Customer service relates to the service provided by staff to the customer’s throughout the whole purchase or dining experience. The quality of customer service should be one of the most important parts of running a successful business. It is important to provide good customer service to all customers including regular customer’s as well as new customers. Although good customer service can take extra resources, time and money it can generate positive feedback and reviews about your service, this will help to grow the business in the long run. Good customer service includes: wait time, polite and respectful service and quality of products although polite and respectful service may differ from each employee the wait time is dependent on the business and process of service of food.

It is generally recognized that there are linkages between service quality, customer satisfaction and loyalty Caruana, (2002). However Oliver (1999) stated that the suggestion that satisfaction generates loyalty in erroneous, with between 65% and 85% of satisfied customers defecting to other suppliers. There have been a number of studies that have looked at the antecedents of loyalty, including value, levels of functional and emotional risk, and brand reputation, trust, effect and preference. A number of studies by various researchers (Caruana, 2002; Oliver, 1999) have contributed to the understanding of the relationship between the consumer and provider.

Satisfaction is an evaluation of finite duration, made by the customer on product performance of the same, be it a good or service (Oliver, 1980). This review, according to the author, it tends to turn into a positive attitude (or not) by the consumer. Tse and Wilton (1988), defined as consumer response to the evaluation of the discrepancy between the previous and current performance expectations of a product as perceived after consumption. Oliver (1980) and Selnes (1998) argue that this is an essential variable to the continuity of a relationship and for future customer retention.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

important factor of brand loyalty. An indirect positive relationship of service quality and satisfaction to brand