AN ASSESSMENT OF STUDENTS' CUSTOMER SATISFACTION TOWARDS THE UNIVERSITY CAFETERIA USING A MODIFIED DINESERV METHOD

Cristina Maria Muntean, Rebeca Iakab, Andrei Cristian 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.

Keywords


customer satisfaction; quality of services; DINESERV; SERVQUAL

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References


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Copyright (c) 2023 Cristina Maria Muntean, Rebeca Iakab, Andrei Cristian Havei, Marius Ionuț Gordan, Elena Peț

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This work is licensed under a Creative Commons Attribution 4.0 International License.

LUCRĂRI ȘTIINȚIFICE MANAGEMENT AGRICOL

ISSN print 1453-1410
ISSN online 2069-2307
(former ISSN 1453-1410, E-ISSN 2069-2307)

PUBLISHER: AGROPRINT Timisoara, Romania
PAPER ACCESS: Full text articles available for free
FREQUENCY: Annual
PUBLICATION LANGUAGE: English

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Banat`s University of Agricultural Sciences and Veterinary Medicine “King Michael I of Romania” from Timisoara
Faculty of Management and Rural Tourism
300645, Timisoara, Calea Aradului 119, Romania

E-mail: tabitaadamov2003 [at] yahoo.com
Phone: +40-256-277439, Fax.: +40-256-277031