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Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah

Customer satisfaction is influenced by factors such as food quality, service quality and price consequently affected their perception. This study was conducted to determine customer satisfaction level and to identify the difference between demographic profiles. A total of 321 respondents from health...

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Main Authors: DK Rafidzah Binti Ak Mohiddin, L. Sonia, Aizul Azri Bin Azizan, R. H. Leoneeta
Format: Article
Language:English
English
Published: 2020
Subjects:
H Social Sciences (General)
Online Access:https://eprints.ums.edu.my/id/eprint/26096/1/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah.pdf
https://eprints.ums.edu.my/id/eprint/26096/2/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah1.pdf
https://eprints.ums.edu.my/id/eprint/26096/
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spelling my.ums.eprints.260962021-03-01T05:07:36Z https://eprints.ums.edu.my/id/eprint/26096/ Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah DK Rafidzah Binti Ak Mohiddin L. Sonia Aizul Azri Bin Azizan R. H. Leoneeta H Social Sciences (General) Customer satisfaction is influenced by factors such as food quality, service quality and price consequently affected their perception. This study was conducted to determine customer satisfaction level and to identify the difference between demographic profiles. A total of 321 respondents from healthy cafeterias located in public hospital in Kota Kinabalu, Sabah. The tests used are descriptive test, MannWhitney U and Kruskal-Wallis. The results show for food quality, various healthy menu items offered scored the highest mean (4.86±1.41) and food temperature based on customer preference scored the lowest mean (4.14±1.58). For service quality, presence of physical facilities scored the highest mean (5.44±1.28) and special routes for patients, senior citizens are provided scored the lowest mean (3.15±1.64) and for last factor which is price, the price is cheaper than nearby food establishments scored the highest mean (4.63±1.54) and price charged for each kind of dish is suitable is scored the lowest mean (4.40±1.57). Between three factor only price has a significant difference (p<0.05) with the demographic factors such as age, race, religion, education level, occupation, monthly income and visiting intentions except gender. In conclusion customers at Healthy Cafeteria take price as a vital factor in assessing their satisfaction level. 2020 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/26096/1/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah.pdf text en https://eprints.ums.edu.my/id/eprint/26096/2/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah1.pdf DK Rafidzah Binti Ak Mohiddin and L. Sonia and Aizul Azri Bin Azizan and R. H. Leoneeta (2020) Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah. ESTEEM Journal of Social Sciences and Humanities, 4. pp. 66-74. ISSN 2600-7274
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic H Social Sciences (General)
spellingShingle H Social Sciences (General)
DK Rafidzah Binti Ak Mohiddin
L. Sonia
Aizul Azri Bin Azizan
R. H. Leoneeta
Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
description Customer satisfaction is influenced by factors such as food quality, service quality and price consequently affected their perception. This study was conducted to determine customer satisfaction level and to identify the difference between demographic profiles. A total of 321 respondents from healthy cafeterias located in public hospital in Kota Kinabalu, Sabah. The tests used are descriptive test, MannWhitney U and Kruskal-Wallis. The results show for food quality, various healthy menu items offered scored the highest mean (4.86±1.41) and food temperature based on customer preference scored the lowest mean (4.14±1.58). For service quality, presence of physical facilities scored the highest mean (5.44±1.28) and special routes for patients, senior citizens are provided scored the lowest mean (3.15±1.64) and for last factor which is price, the price is cheaper than nearby food establishments scored the highest mean (4.63±1.54) and price charged for each kind of dish is suitable is scored the lowest mean (4.40±1.57). Between three factor only price has a significant difference (p<0.05) with the demographic factors such as age, race, religion, education level, occupation, monthly income and visiting intentions except gender. In conclusion customers at Healthy Cafeteria take price as a vital factor in assessing their satisfaction level.
format Article
author DK Rafidzah Binti Ak Mohiddin
L. Sonia
Aizul Azri Bin Azizan
R. H. Leoneeta
author_facet DK Rafidzah Binti Ak Mohiddin
L. Sonia
Aizul Azri Bin Azizan
R. H. Leoneeta
author_sort DK Rafidzah Binti Ak Mohiddin
title Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
title_short Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
title_full Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
title_fullStr Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
title_full_unstemmed Customer Satisfaction Level Toward Public Hospital’s Healthy Cafeteria In Sabah
title_sort customer satisfaction level toward public hospital’s healthy cafeteria in sabah
publishDate 2020
url https://eprints.ums.edu.my/id/eprint/26096/1/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah.pdf
https://eprints.ums.edu.my/id/eprint/26096/2/Customer%20Satisfaction%20Level%20Toward%20Public%20Hospital%E2%80%99s%20Healthy%20Cafeteria%20In%20Sabah1.pdf
https://eprints.ums.edu.my/id/eprint/26096/
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score 13.211869

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