Keep them coming back: The role of variety and aesthetics in institutional food satisfaction
Institutional food service settings can deliver higher levels of support for healthy eating; yet institutional food outlets are not a customer favorite. Changing food service provisioning within institutional settings is likely to create expectations for a more enjoyable experience and improve diner...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2020
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/1115/1/Derek%20Ong%20Keep%20them%20coming%20back.pdf http://eprints.sunway.edu.my/1115/ http://doi.org/10.1016/j.foodqual.2019.103832 |
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| Institution: | Sunway University |
| Language: | English |
| Summary: | Institutional food service settings can deliver higher levels of support for healthy eating; yet institutional food outlets are not a customer favorite. Changing food service provisioning within institutional settings is likely to create expectations for a more enjoyable experience and improve diner satisfaction, which in turn can foster increases in attendance. This study modified the food servicescape in a military dining setting, by changing the physical setting (or servicescape), variety and presentation of foods, and examined the impact of changes on customer satisfaction. Using a cross-sectional pretest/posttest survey design with (n = 421) diners, followed by modelling with PLS-SEM, a strong relationship was found between food variety and satisfaction; and a moderate relationship between facility aesthetics and satisfaction. These predictors explained 58% of variance in satisfaction. This study shows how diner satisfaction can be improved in institutional food service outlets; providing a demonstration of the impact of food servicescape changes in a real-world institutional food setting. |
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