高校食堂服务满意度及其提升研究——以常州大学为例

Research on Service Satisfaction of University Canteen and its Improvement: Taking Changzhou University as an Example

高校食堂在高校日常工作中起到基础保障作用。伴随高校食堂社会化改革与食堂就餐人员期望的提高,不断提高食堂服务满意度显得尤为重要。采用访谈法与问卷调查法,构建出食堂服务满意度测评工具,并采用随机方式对常州大学食堂就餐人员施测,发现研究对象食堂总体服务满意度为3.16,略高于评价尺度的中间值。采用四分法研究出高校食堂服务提升的关键项目与对策,认为有待改善区项目是其关注重点内容,并主张高校食堂服务满意度调查的动态化与常规化。

University canteen plays a fundamental security role ha daily university work. With the socialized reform of university canteen and the increasing expectation from canteen consumers, improving the service satisfaction is particularly ~portant. The re- search takes interviews and questionnaires as satisfaction testing tools, and tests canteen consumers randomly in Changzhou University canteen. Results show that the overall satisfaction degree is 3.16, slightly higher than median. This paper also explores the key projects and countermeasures to develop university canteen service, in which the content of ＂to be knproved＂ is the key. And it is suggested that the survey of university canteen service satisfaction should be a dynamic and routine work.