Job satisfaction and service quality perceptions: University foodservice employees
Date
1998
Authors
Beirman, Erica Anne
Major Professor
Advisor
Gilmore, Shirley
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Abstract
The purpose of this study was to assess the job satisfaction levels and perceptions of service quality of university foodservice employees. The objectives of this study were to: 1) Determine job satisfaction levels of the foodservice merit employees, 2) Determine foodservice merit employees' perceptions of service quality, 3) Determine if there is a relationship between the level of job satisfaction and perception of service quality for the foodservice merit staff, and 4) Identify the impact of selected demographic variables on job satisfaction and service quality. A questionnaire was designed to collect information about foodservice employee's job satisfaction and perceptions of service quality. The questionnaire was administered to 78 foodservice employees, 76 questionnaires were usable.
Data was analyzed using Cronbach's alpha, regression analysis, factor analysis, and descriptive statistics. Overall respondents are moderately satisfied with their jobs. The education levels of the respondents had a significant impact on importance of service quality. Respondents with higher education levels had lower scores for the importance of service quality. The job satisfaction subscale, nature of work, had a significant effect on service quality, although overall job satisfaction did not appear to affect service quality. Recommendations for future studies also were included.
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thesis