1、AN EMPIRICAL STUDY ON THE QUALITY OF COLLEGE CANTEEN SERVICE PROCESS AND STUDENT SATISFACTION【Abstract】The canteen is an integral part of university. After a survey among student， using the factor analysis method and the importance and satisfaction of four graph model among students to study the rel
2、ationship between the quality of college canteen service process and student satisfaction， there is a relationship between them. This relationship suggests that improving the quality of college canteen service process is the based way to increase students satisfaction. By the investigation and the a
3、nalysis， getting the important and not fully satisfied aspect of the quality of college canteen service process. 【Key words】University canteen； Quality of service process； Satisfaction of student Introduction The college students for the canteen of satisfaction， not only influence the students daily
4、 life， but also relates to the reputation of the university， even relates to the stability of the university. University canteen is an important part of the indispensable in the construction of universities. The society is very concerned about the college students attitude towards canteen. The surve
5、y of canteen satisfaction for college students， helps the university administrators master the diet condition of college students， makes the canteen provide better services to the students， as well as to the humanized management of universities is of great significance. In recent years， more and mor
6、e enterprises gradually increased emphasis on customer satisfaction. As a public service organization， the university should pay more attention to the students satisfaction. The canteen as an organic part of universities， the student to the canteen satisfaction survey is an important part of univers
7、ity quality evaluation work. Therefore， the improvement of the canteen service quality is an important content of university management work. Data collection This research gave out 200 questionnaires， 200 questionnaires retracted， eliminate unqualified questionnaires， eventually got 199 effective qu
8、estionnaires. Then college students gender， age， grade， the average monthly cost of living and the weekly consumption times in canteen were recorded and statistically analyzed. The results showed that due to this college is a liberal arts college， more female students than male students； Most of the
9、 students age between 21 and 24； Because of this research was conducted in Beijing campus， so the junior at slightly more than the senior； There are 60% students living more than 800 yuan per month， this part of the students life level is not low， if they cant get good service， they will choose rest
10、aurants outside of university（Table 1）. To see from the table， the proportion of the cleanliness of the seats， the hygiene of the food， the freshness of the food and the overall satisfaction reached more than 50%. At the same time， there are six of the ten indexes of average below 3 points， four ind
11、exes of average in more than 4 points， the highest score is 3.54 points， it shows that college students degree of canteen satisfaction is not high. Reliability Analysis This paper uses SPSS 15.0 to analyze the reliability data， Analysis results show that the value of the three variables were greater
12、 than 0.7， indicating that the high internal consistency and the small error range of scale. Validity Analysis This paper uses SPSS 15.0 factor analysis of eight indexes of measuring canteen service quality to evaluate the validity of data， thus it is concluded that the validity of various indicator
13、s. Analysis result shows that the students satisfaction of KMO value is 0.500， the other variables of KMO value is greater than 0.600， and the whole sample of KMO value is 0.8464. It shows that the structure validity of questionnaire is high and the questionnaire survey results can be measured its t
14、heory characteristics. Students satisfaction This paper uses Principal Component Analysis to analysis data. Analysis results show that the accumulated variance contribution rate of the cleanliness of the seats and the cleanliness of the tableware reached 65.904%. Starting from the third factor， the
15、accumulated variance contribution rate of each factor are small and dropped below 10%. Thus it is concluded that the F1 contain the cleanliness of the seats， the cleanliness of the tableware， the hygiene of the food and the freshness of the food； the F2 contain the attitudes of the servants， the din
16、ing time the location of the canteen and the dinning environment（Table 2）. The importance and satisfaction of four graph model This paper uses the four graph mode to compare the importance and satisfaction of eight indexes. Then the satisfaction level is divided into high， medium and low， 3.5average
17、5， 2.5 average 3.5； 1.5average 1.5（Table 3）. Table 3 The importance and satisfaction of four graph model According to the distribution of eight indexes in the chart， we can see that the high importance and low satisfaction of indexes include： the cleanliness of the seats， the cleanliness of the tabl
18、eware， the hygiene of the food， the freshness of the food； the attitudes of the servants， the dining time and the dinning environment. The cleanliness of the tableware（2） ， the hygiene of the food（3） ，the freshness of the food（4） ， the importance of these three indexes is the highest and the satisfa
19、ction is the lowest； the cleanliness of the seats（1） the attitudes of the servants（5） the dinning environment（8） ， the importance of these three indexes is higher. References： 1Gronroos C：Service Management and Marketing：A CustomerM.Hoboken：John Wiley & Sons，2000：1-404. 2Lovett S，Lee C S，Kali R：Guanxi versus the market：ethics and efficiencyJ.Journal of International Business Studies，1999，30（2）：231-248.
