J Nutr Health.  2017 Jun;50(3):294-301. 10.4163/jnh.2017.50.3.294.

Analysis of factors affecting customer satisfaction of HACCP applied restaurant in highway service area

• Kim TH
• Bae HJ

• KMID: 2386630
• DOI: http://doi.org/10.4163/jnh.2017.50.3.294

Abstract

PURPOSE
The purposes of this study were to investigate food consumption practices and analyze factors that influence customer satisfaction of an HACCP applied restaurant in a highway service area.
METHODS
A total of 207 customer responses were used for data analysis. Statistical analyses were conducted using the SPSS program (ver. 22.0) for χ²-test, Pearson correlation analysis, and multiple regression analysis.
RESULTS
Reasons for visiting the highway area were using the restroom (86.0%), purchasing of meals or snacks (70.1%), taking a rest (58.5%), and shopping (3.4%) and selection attributes of food sold in the highway service area were food taste (48.8%), food safety (33.3%), and waiting time for meal (10.7%). According to the results of the survey, udon (66.2%) was the most preferred meal, followed by instant noodles (56.0%), kimbap (50.7%), pork cutlet (38.2%), and bibimbap (29.0%). In addition, coffee (73.4%) was the most preferred among snacks and beverages, followed by beverages (58.9%), walnut cake (53.1%), mineral water (52.2%), and hotbar (52.2%). Satisfaction evaluation scores of foods sold in the highway service area were highest for appropriate portion size, followed by food safety, menu variety, food taste, and reasonable price. Overall customer satisfaction scores regarding the restaurant in the highway service area was 3.24 out of 5 points on average. According to the results of the multiple regressing analysis, food taste (p < 0.001) and reasonable price (p < 0.01) had significant positive effects on overall customer satisfaction.
CONCLUSION
To enhance customer satisfaction, restaurant managers in the highway service area should implement HACCP, improve food taste, and set up a proper price for food sold at the restaurant in the highway service area.

Keyword

customer satisfaction; HACCP; highway service area; restaurant; food taste

MeSH Terms

Beverages
Coffee
Food Analysis
Food Safety
Hazard Analysis and Critical Control Points*
Juglans
Meals
Mineral Waters
Portion Size
Red Meat
Restaurants*
Snacks
Statistics as Topic
Coffee
Mineral Waters

Reference

References

1. Korea Consumer Agency. Survey on service satisfaction of highway service area [Internet]. Eumseong: Korea Consumer Agency;2009. [cited 2016 Jun 20]. Available from:. http://www.kca.go.kr/brd/m_32/view.do?seq=979&multi_itm_seq=1024.

2. Traffic Monitoring System (KR). Infrastructure and transport: the volume of traffic information system [Internet]. Sejong: Ministry of Land, Infrastructure and Transport;2016. [cited 2017 May 1]. Available from:. http://www.road.re.kr/analysis/analysis_02_4.asp. ? main_no=6&sub_no=5.

3. Ser JH, Lee AR, Kim MN. Bacteriological quality of foods on sale at resting places of the highways in Korea. J Food Hyg Saf. 2000; 15(2):61–67.

4. Ministry of Food and Drug Safety (KR). 2013 HACCP supporting project explanation meeting [Internet]. Cheongwon: Ministry of Food and Drug Safety;2013. [cited 2017 May 1]. Available from:. http://www.mfds.go.kr/index.do?mid=1043&seq=6149&cmd=v.

5. Ministry of Land, Infrastructure and Transport (KR). Resting places of the highways, ‘Cheap and Safe' [Internet]. Sejong: Ministry of Land, Infrastructure and Transport;2013. [cited 2016 Jun 20]. Available from:. http://www.molit.go.kr/USR/NEWS/m_71/dtl.jsp. ?id=95072979.

6. Ministry of Food and Drug Safety (KR). HACCP manual for restaurant of the highway service area [Internet]. Cheongwon: Ministry of Food and Drug Safety;2014. [cited 2017 May 1]. Available from:. http://www.mfds.go.kr/index.do?mid=1486&seq=16035&cmd=v.

7. Korea Institute for Food Safety Management Accreditation. Implementation practices of HACCP (2016 Dec 31) [Internet]. Cheongju: Korea Institute for Food Safety Management Accreditation;2017. [cited 2017 May 1]. Available from:. https://www.ihaccp.or.kr/site/haccp/boardView.do?post=58753&page=&board. Seq=770&key=2215&category=&searchType=&searchKeyword=&subContents=.

8. Kwon YI, Lee CW, Lim JK, Jung BD. A study on user's characteristics and selection factors of the highway service area. J Transp Res. 2010; 17(4):75–84.

9. Jung BD, Kim H. A study on analysis of factors influencing choice of the highway service area. J Korean Plann Assoc. 2011; 46(2):299–307.

10. Won J, Jin W. A development of the service evaluation criteria for the expressway service areas on the side of users. J Korean Soc Civ Eng. 2012; 32(5):421–427.

11. Lee KS, Park HJ, Cho HK. A study on the tourism attraction development of the highway service area by using importance-performance (IP) analysis: the case of Eonyang highway service area. J Tourism Stud. 2009; 21(1):141–162.

12. Jung NH, Ha JH, Yoon NS. Application of importance-performance analysis in highway service area's performance. J Distrib Sci. 2009; 7(1):71–90.

13. Jung YJ. The research regarding an express highway rest smallness service and menu satisfactory degree. J Tourism Inf. 2003; 15:169–190.

14. Bai YH. A study on foodservice operation for a menu strategy in expressway rest areas. Korean J Culinary Res. 2012; 18(3):1–17.

15. Chae MJ, Bae HJ. A survey on preference and satisfaction of the customers purchasing ready-to-eat foods. Korean J Food Cookery Sci. 2008; 24(6):788–800.

16. Kim KN, Woo JI, Choi MH, Han HM. Recognition and buying practices of street-vended foods among college students. J Korean Diet Assoc. 2003; 9(3):268–277.

17. Lee JW. Lunch selection attributes of office workers [Internet]. Seoul: Koreanewstoday Internet Newspaper;2014. [cited 2016 Jun 20]. Available from:. http://www.koreanewstoday.co.kr/news/arti-cleView.html?idxno=37488.

18. Kim JM, Koo NS. Concerns for food safety and the HACCP of college students in Daejeon. Korean J Hum Ecol. 2011; 20(3):665–675.

19. Kim WJ. Menu demand and menu choice factor of the restaurant customer at resting places on the highways. J Hum Ecol. 2006; 10(1):123–133.

20. Jang HP. A study on the customer's attribute selecting the menu and on developing the menu at the expressway rest areas [dissertation]. Yongin: Dankook University;2010.

21. Boo G, Bae HJ. Survey on menu preferences of adults for Korean food made from Korean traditional sauces. J Korean Soc Food Sci Nutr. 2016; 45(1):126–136.

22. Lee SY, Kozukue N, Han JS, Cho YS. A study of recognition and preference research of coffee. Foodserv Ind J. 2006; 4:25–37.

23. Jung ES, Park HJ. Effects on stress degree, study attitude, sleeping hours by intake degree of caffeinated drinks. J Digit Converg. 2014; 12(2):353–361.

24. Jeong HJ. Behavioral factors related to menu selection at expressway restaurants: preference, demands and selection criteria [dissertation]. Cheongju: Chungbuk National University;2007.

25. Chae MJ, Bae HJ, Yoon JY. Consumption practices and selection attributes of the university students on ready-to-eat foods. J Foodserv Manage. 2008; 11(2):289–307.