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- Title
AN ASSESSMENT OF STUDENTS' CUSTOMER SATISFACTION TOWARDS THE UNIVERSITY CAFETERIA USING A MODIFIED DINESERV METHOD.
- Authors
CRISTINA, MUNTEAN; REBECA, IAKAB; ANDREI, HAVEI; MARIUS-IONUȚ, GORDAN; ELENA, PEȚ
- Abstract
Customer satisfaction measures the extent to which a customers needs and desires are satisfied by an organization's product, services and capabilities. In the context of the service industry, several methods of assessing customer satisfaction (and indirectly, the quality of the provided service) were developed, mentioning amongst them the SERVQUAL and the DINESERV method. This study makes use of a modified DINESERV survey, targeted towards the satisfaction of university students attending the University of Life Sciences "King Michael I" from Timișoara towards the university cafeteria. The main categories of service quality factors analyzed are assurance, empathy, reliability, responsiveness, and tangibles. The findings of this study address the strengths, weaknesses and potential future prospects for the continued success of the cafeteria.
- Subjects
TIMISOARA (Romania); CUSTOMER satisfaction; SATISFACTION; CAFETERIAS; CUSTOMER services; QUALITY of service
- Publication
Agricultural Management / Lucrari Stiintifice Seria I, Management Agricol, 2022, Vol 24, Issue 3, p148
- ISSN
1453-1410
- Publication type
Article