Kong Jian Pei¹, Azlee Bin Ayub²

Show more
¹ Dietitian, Dietetic Services of Outpatient Department, Pejabat Kesihatan Bahagian Bintulu (Government Primary Referral Polycinic of Bintulu), Bintulu, Malaysia.
² Division of Health Officer (DHO), Pejabat Kesihatan Bahagian Bintulu, Bintulu, Malaysia.
Show less

Abstract: In Malaysia, the total number of patients accessing primary health care institution increased from 137,604 in 2008 to 141,593 in 2012. Tremendously large numbers of patients on primary health care institution have unquestionably raised the expansion of demand for food service availability and quality on institution. The objective of this study was to determine the levels of satisfaction (food quality, service quality, ambience, price and portion) among patients and staffs on the cafeteria facilities in Klinik Kesihatan Bintulu, Sarawak. A self-reported questionnaire was administered to 256 subjects at Polyclinic Bintulu from May to August in 2014. The findings showed that all four attributes turn out to be the dissatisfied attributes among staffs; in contrast, patients incline towards satisfaction on the attributes of food, service and ambience quality. Staffs and patients showed significant difference (p < 0.0) on the satisfaction level towards the three attributes of food, services and ambience quality. Although both groups dissatisfied toward the price and portion attributes, the dissatisfaction toward food service operator among staffs (M = 2.05) was significantly higher (p < 0.0) when comparing with patients (M = 2.40). Respondents believed that introducing menu of the day and increasing menu variation were the two supplementary factors that may increase satisfaction level.

Keywords: Client Satisfaction, Primary Health Care

Cite this paper: Pei, K. and Ayub, A. (2015) Measuring Customer Satisfaction towards Cafeteria Services in Primary Health Care Setting: A Cross-Section Study among Patients and Health Care Providers in Bintulu, Sarawak. Open Access Library Journal, 2, 1-11. doi: 10.4236/oalib.1101361.

References

[1]   Sivasampu, S., Yvonne, L. and Norazida, A.R. (2014) National Medical Care Statistics (NMCS) 2012. National Clinical Research Centre, Kuala Lumpur.

[2]   Borneo Post (2010) RM26 mln to Promote Polyclinic.
http://www.theborneopost.com/2010/11/16/rm26-mln-polyclinic/

[3]   Liang, X. and Zhang, S. (2009) Investigation of Customer Satisfaction in Student Food Service: An Example of Student Cafeteria in NHH. International Journal of Quality and Service Sciences, 1, 113-124.

[4]   Gramling, L., Byrd, R., Epps, L. and Keith, D. (2005) Foodservice Management and Its Impact on College Operations: A Business Anthropological Case Study. Foodservice Research International, 16, 15-43.

[5]   Drummond, K.E. and Brefere, L.M. (2001) Nutrition for Foodservice and Culinary Professionals. 4th Edition, John Wiley and Sons, Inc., New Jersey.

[6]   Kim, W.G. and Kim, Y.S. (2009) Influence of Institutional DINESERV on Customer Satisfaction, Return Intention, and Word-of-Mouth. International Journal of Hospitality Management, 28, 10-17.

[7]   Oh, H. (2000) Diners’ Perception of Quality, Value, and Satisfaction: A Practical Viewpoint. Cornell Hotel and Restaurant Administration Quarterly, 41, 58-66.

[8]   Yuksel, A. and Yuksel, F. (2002) Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach. Journal of Vacation Marketing, 9, 52-68.

[9]   Green, C.G. (1994) Nutrition Awareness and Branding in College/University Food Services: What Motives These Trends? Journal of College & University Food Service, 2, 39-58.

[10]   Gleneagles Kuala Lumpur (2014) Retail Services.
http://gleneagleskl.com.my/patient-info/retail-services/

[11]   Pejabat Kesihatan Bahagian Bintulu Sarawak (2014) Registration Database Report. Department of Registration Counter.

[12]   Krejcie, R. and Morgan, D.W. (1970) Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30, 607-610.

[13]   Nunnally, J.C. (1978) Psychometric Theory. 2nd Edition, McGraw-Hill, New York.

[14]   Pettijohn, L.S., Pettijohn, C.E. and Luke, R.H. (1997) An Evaluation of Fast Food Restaurant Satisfaction: Determinants, Competitive Comparisons, and Impact on Future Patronage. Journal of Restaurant & Foodservice Marketing, 2, 3-20.
http://dx.doi.org/10.1300/J061v02n03_02

[15]   Qu, H. (1997) Determinant Factors and Choice Intention for Chinese Restaurant Dining: A Multivariate Approach. Journal of Restaurant & Foodservice Marketing, 2, 35-49.
http://dx.doi.org/10.1300/J061v02n02_03

[16]   Mattila, A.S. (2001) Emotional Bonding and Restaurant Loyalty. Cornell Hotel and Restaurant Administration Quarterly, 42, 73-79.
http://dx.doi.org/10.1016/S0010-8804(01)81012-0

[17]   Kim, S.R. (2005) Information System and Improvement Device of School Food Services. Master’s Thesis, The Graduate School of Kumho University, Gyeongbuk.

[18]   Namkung, Y. and Jang, S. (2007) Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31, 387-409.
http://dx.doi.org/10.1177/1096348007299924

[19]   National Restaurant Association (1992) Restaurant Industry Operations Report. Washington DC.

[20]   Stevens, P., Knutson, B. and Patton, M. (1995) Dineserv: A Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36, 56-60.
http://dx.doi.org/10.1177/001088049503600226

[21]   Gronroos, C. (1990) Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books, Lexington.

[22]   Ryu, K., Han, H. and Kim, T.H. (2008) The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction and Behavioural Intentions. International Journal of Hospitality Management, 27, 459-469.
http://dx.doi.org/10.1016/j.ijhm.2007.11.001

[23]   Soriano, D.R. (2002) Customers’ Expectations Factors in Restaurants: The Situation in Spain. International Journal of Quality and Reliability Management, 19, 1055-1067.
http://dx.doi.org/10.1108/02656710210438122

[24]   Bitner, M.J. (1992) Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56, 57-71.
http://dx.doi.org/10.2307/1252042

[25]   Choi, J.K., Silkes, C.A. and Adler, H. (2008) An Examination of Consumer Behaviour in Restaurant Wine Purchases. Proceedings of 2008 Euro Council on Hotel, Restaurant and Institutional Education Annual Conference (EUROCHRIE), Dubai, 11-14 October 2008.

[26]   Hensley, R.L. and Sulek, J. (2007) Customer Satisfaction with Waits in Multi-Stage Services. Managing Service Quality, 17, 152-173.
http://dx.doi.org/10.1108/09604520710735173

[27]   Pun, K.F. and Ho, K.Y. (2001) Identification of Service Quality Attributes for Restaurant Operations: A Hong Kong Case. Managing Service Quality, 11, 233-240.
http://dx.doi.org/10.1108/09604520110397940

[28]   Klassen, K.J., Trybus, E. and Kumar, A. (2005) Planning Food Services for a Campus Setting. International Journal of Hospitality Management, 24, 579-609.
http://dx.doi.org/10.1016/j.ijhm.2005.01.001

[29]   Adams, S.A. (1997) Socioeconomic Effects on College Student Food Consumption and Satisfaction Levels Based on Choices Available. Journal of College & University Foodservice, 3, 63-72.
http://dx.doi.org/10.1300/J278v03n03_05

[30]   Ghani, F.A. and Zahari, M.S.M. (2011) Service at UITM Residential Hostel Cafeterias—Is It Satisfactory? World Applied Sciences Journal, 12, 8-13.

[31]   Schuster, K. (2007) Making It Authentic, Making It Ethnic. Food Management, 42, 42-52.

[32]   Bernstein, C. (1991) Mufso Pioneer: Chick-fil-A Founder Cathy. Nation’s Restaurant News, 1.

[33]   Muller, C. (1998) Endorsed Branding. The Next Step in Restaurant-Brand Management. Cornell Hospitality Quarterly, 39, 90-96.
http://dx.doi.org/10.1177/001088049803900317

[34]   Yahia, N., Achkar, A., Abdallah, A. and Rizk, S. (2008) Eating Habits and Obesity among Lebanese University Students. Nutrition Journal, 7, 32.
http://dx.doi.org/10.1186/1475-2891-7-32

[35]   Gan, W.Y., Mohd, N.M., Zalilah, M.S. and Hazizi, A.S. (2011) Differences in Eating Behaviours, Dietary Intake and Body Weight Status between Male and Female Malaysian University Students. Malaysian Journal of Nutrition, 17, 213-228.