Email this article 
Customer satisfaction survey, menu development and HACCP training to improve the food service quality of canteens
https://doi.org/10.22146/jcoemph.77001 Dwi Budiningsari(1*), Siti Helmiyati(2), Setyo Utami Wisnusanti(3), Lily Arsanti Lestari(4), Sridanti Annissa Putie(5)
(1) (Scopus ID = 57063417600), Departemen Gizi Kesehatan, Fakultas Kedokteran, Kesehatan Masyarakat, dan Keperawatan Universitas Gadjah Mada
(2) Departemen Gizi Kesehatan, Fakultas Kedokteran, Kesehatan Masyarakat, dan Keperawatan Universitas Gadjah Mada
(3) Departemen Gizi Kesehatan, Fakultas Kedokteran, Kesehatan Masyarakat, dan Keperawatan Universitas Gadjah Mada
(4) Departemen Gizi Kesehatan, Fakultas Kedokteran, Kesehatan Masyarakat, dan Keperawatan Universitas Gadjah Mada
(5) Departemen Gizi Kesehatan, Fakultas Kedokteran, Kesehatan Masyarakat, dan Keperawatan Universitas Gadjah Mada
(*) Corresponding Author
Abstract
Canteens are an important aspect of the food environment in providing healthy food and supporting good nutrition. The food service quality of the canteens could be improved by customer satisfaction and the food traffic light system survey. This aimed to measure customer satisfaction and the food traffic light system implemented in the canteen via surveys and identify the impact of menu development training as well as Hazard Analysis Critical Control Point (HACCP) training for canteen staff. The customer satisfaction and the food traffic light system survey were collected using an online form involving 1,022 and 49 respondents, respectively. The training was attended by 31 canteen staff. In addition to menu development training, we also conducted HACCP training. Menu development training included menu variation, creating new recipes, and a food traffic light system. A descriptive post-evaluation was conducted to evaluate the impact of the training. A 6-question survey assessed how well the canteen staff retained knowledge from the provided food safety training. The customer satisfaction survey obtained the mean score for each indicator: 3.48 for canteen hospitality, 3.43 for canteen cleanliness, 3.32 for food taste, 3.22 for menu variation, and 3.14 for food prices. The training was useful to increase food service and board quality and the canteen staff ’s healthy food knowledge. More than half of the customers sometimes checked the food traffic light label. They mostly considered energy the main important nutrition to consider before buying food. The results of HACCP training showed that all participants correctly answered more than half of the questions. The responses of surveyed staff members suggest that the training was useful in increasing food service quality as well as food safety knowledge and practices of canteen staff. The sustainability of training impacts should be evaluated to gain comprehensive evaluation and identify further interventions to improve the food quality of canteens. As a health-promoting university, a food traffic light system should be implemented in canteens at other faculties at Universitas Gadjah Mada.
Keywords
Full Text:
PDFReferences
1. Galabo NR. Canteen service quality and student satisfaction. Int J Sci Technol Res. 2019;8(6):114–26.
2. Czarniecka-Skubina E, Górska-Warsewicz H, Trafiałek J. Attitudes and consumer behavior toward foods offered in staff canteens. Int J Environ Res Public Health. 2020;17(17):1–18. Available from: http://dx.doi.org/10.3390/ijerph17176239
3. Ham S. Rethinking university dining services role of value in the formation of customer satisfaction and revisit intention. 2012;22(1):133–46.
4. Lashley C. Hospitality studies: Escaping the tyranny? Qual Assur Educ. 2015;23(4):364–77. Available from: http://dx.doi.org/10.1108/QAE-04-2015-0014
5. Serhan M, Serhan C. The impact of food service attributes on customer satisfaction in a rural university campus environment. Int J Food Sci. 2019;2019. Available from: http://dx.doi.org/10.1155/2019/2154548
6. Kwun DJW. Effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: a gender-difference approach. Int J Hosp Manag [Internet]. 2011;30(2):252–61. Available from: http://dx.doi.org/10.1016/j.ijhm.2010.09.001
7. Lachat CK, Huybregts LF, Roberfroid DA, Van Camp J, Remaut-De Winter AME, Debruyne P, et al. Nutritional profile of foods offered and consumed in a Belgian university canteen. Public Health Nutr. 2009;12(1):122–
8. Available from: http://dx.doi.org/10.1017/S13689800080020488. Garg A, Kumar J. Exploring customer satisfaction with university cafeteria food services. An empirical study of temptation restaurant at Taylor’s University, Malaysia. Eur J Tour Hosp Recreat. 2017;8(2):96–106. Available from: http://dx.doi.org/10.1515/ejthr-2017-0009
9. Ji, Yu Gang and Ko Wen Hwa. Developing a catering quality scale for university canteens in China: from the perspective of food safety. Sustainability. 2022;14,128110. Available from: http://dx.doi.org/10.3390/su14031281
10. Kjøllesdal MR, Holmboe-Ottesen G, Wandel M. Frequent use of staff canteens is associated with unhealthy dietary habits and obesity in a Norwegian adult population. Public Health Nutr. 2011;14(1):133–41. Available from: http://dx.doi.org/10.1017/S1368980010001473
11. Torres ÁF, Moreno-Rojas R, Martos FC. Nutritional content of foods offered and consumed in a Spanish university canteen. Nutr Hosp. 2015;31(3):1302–8. Available from: http://dx.doi.org/10.3305/nh.2015.31.3.8006
12. Fernandes AC, Oliveira RC, Proença RP, Curioni CC, Rodrigues VM, Fiates GM. Influence of menu labeling on food choices in real-life settings: a systematic review. Nutrition reviews. 2016 Aug 1;74(8):534-48. Available from: http://dx.doi.org/10.1093/nutrit/nuw013
13.Lugosi P. Campus foodservice experiences and student wellbeing: an integrative review for design and service interventions. Int J Hosp Manag. 2019;83(September):229–35. Available from: https://doi.org/10.1016/j.ijhm.2018.10.019
14. Benhura C, Nyagura SF, Dakwa V, Gombiro PE, Ngwenyama P, Matanhire R, et al. Food service quality survey at the university of Zimbabwe private canteens. Adv J Food Sci Technol. 2012;4(5):281–5.
15. Li R, Wu Y, Jing L, Jaacks LM. Enablers and barriers to improving worksite canteen nutrition in Pudong, China: a mixed-methods formative research study. BMJ Open. 2018;8(4):1–10. Available from: http://dx.doi.org/10.1136/bmjopen-2017-020529
16. Ratih E, Hapsari W, Kasmini OW, Wijayanti Y. Factors that influence canteen conditions of Elementary Schools in Semarang City. Public Heal Perspect J. 2020;5(1):76–85.
17. Ranaweera C, Prabhu J. On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. J Targeting, Meas Anal Mark. 2003;12(1):82–90. Available from: http://dx.doi.org/10.1057/palgrave.jt.5740100
18. El-Said, OA and Fathy EA. Assessing university students’ satisfaction with on-campus cafetaria services. Research Gate. 2015;16:318-324. Available from: http://dx.doi.org/10.1016/j.tmp.2015.09.006
19. Shangguan S, Afshin A, Shulkin M, Ma W, Marsden D, Smith J, Saheb-Kashaf M, Shi P, Micha R, Imamura F, and Mozaffarian D. A Meta-analysis of food labeling effects on consumer diet behaviors and industry practices. Am J Prev Med. 2019;56(2):300-314. Available from: http://dx.doi.org/10.1016/j.amepre.2018.09.024
20. McFarland P, Checinska Sielaff A, Rasco B, Smith S. Efficacy of food safety training in commercial food service. J Food Sci. 2019;84(6):1239–46. Available from: http://dx.doi.org/10.1111/1750-3841.14628
21. Price S, Bray J, Brown L. Enabling healthy food choices in the workplace: the canteen operators’ perspective. Int J Work Heal Manag. 2017;10(4):318–31. Available from: http://dx.doi.org/10.1108/IJWHM-12-2016-0087
22. Reynolds J and Dolasinski M. Systematic review of industry food safety training topics and modalities. Food Control. 2019;105:1-7. Available from: http://dx.doi.org/10.1016/j.foodcont.2019.05.015
23.Budiningsari, D., Wisnusanti, S., Prawiningdyah, Y. Nutrition Knowledge, The Use of Menu Labelling, and Food Purchasing Behaviour Among College Students (in Indonesian). In Proceeding Temu Ilmiah Nasional PERSAGI 2022. 2022:341-350.
DOI: https://doi.org/10.22146/jcoemph.77001
Article Metrics
Abstract views : 3138
| 
views : 1265
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Journal of Community Empowerment for Health
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.