Üniversite öğrencilerinin kurum yemekhanelerindeki toplu yemek hizmetinden memnuniyetlerinin değerlendirilmesi
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Tarih
2022
Yazarlar
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Yayıncı
İstanbul Bilgi Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
ÖZET: Toplu beslenme hizmetleri sunulan kurumlar, insanlara evlerinin dışında yemek hizmeti sunan kurumlardır. Sanayileşme ile çalışan nüfusun artması, kadınlarımızın çalışma hayatına atılmaları ve evde yemek yapacak zaman bulamamaları, sosyal hayatın gelişmesi gibi durumlar bu kurumların hayatımızda daha önemli bir rol almaya başlamasına neden olmuştur. Toplu beslenme hizmeti veren kurumlardan olan öğrenci yemekhaneleri, yoğun bir ders programına sahip olan öğrencilerin yeterli ve dengeli beslenmeleri için çok büyük öneme sahiptir. Bu çalışmada da eğitimleri süresince beslenme ihtiyaçlarını toplu beslenme hizmeti aldıkları kampüs yemekhanesinde gideren öğrencilerin memnuniyetlerinin öğrenilmesi hedeflenmiştir. Bu araştırma İstanbul Bilgi Üniversitesinin Dolapdere, Santralİstanbul, Kuştepe kampüslerinde bulunan üç farklı yemekhanede 26.12.2021 – 24.04.2022 tarihleri arasında yapılmıştır. Toplam 384 öğrenci (%53,39’u kadın, %46,61’i erkek) ile yürütülmüştür. Gönüllü katılımcıların tümüne öğrenci yemekhanesi memnuniyet anketi uygulanmıştır. Çalışmanın sonucunda hizmetlerden fiziki görünüm (%42,97), güvenirlilik (%36,24), yeterlilik (%42,19) ve yemeğin organoleptik özelliklerinden (%37) memnun kaldıkları belirlenmiştir. Heveslilik (%38,24), duyarlılık (%38,60) ve kuruma bağlılık (%49,70) alt boyutlarından ise memnun kalmadıkları görülmüştür. Sonuç olarak, öğrencilerin yemekhane hizmetinden memnuniyetlerinin önemli olduğu, en çok da maliyete önem verdikleri ve yemekhane ücretlerinden memnun olmadıkları tespit edilmiştir. Anahtar Kelimeler: Hizmet Kalitesi, Memnuniyet, Öğrenci Yemekhanesi, Toplu Beslenme Hizmetleri, Üniversite
ABSTRACT: Institutions that provide catering services are institutions that provide food services to people outside of their homes. Situations such as the increase in the working population with industrialization, the fact that our women started working and they could not find time to cook at home, and the development of social life caused these institutions to take a more important role in our lives. Student cafeterias, which are one of the institutions that provide collective nutrition services, are of great importance for the adequate and balanced nutrition of students who have an intensive course schedule. In this study, it is aimed to learn the satisfaction of the students who meet their nutritional needs in the campus cafeteria, where they receive mass nutrition service during their education. The research was conducted with 384 students (53.39% female, 46.61% male) who ate at the student cafeterias (Dolapdere 34.11%, Santralİstanbul 47.92%, Kuştepe 17.97%) in different campuses of Istanbul Bilgi University. Student cafeteria satisfaction survey was applied to all volunteer participants on different days. As a result of the study, it was determined that they were satisfied with the physical appearance (42.97%), reliability (36.24%), adequacy (42.19%) and the organoleptic characteristics of the food (37%). It was observed that they were not satisfied with the sub-dimensions of enthusiasm (38.24%), sensitivity (38.60%) and commitment to the institution (49.70%). As a result, it has been determined that the satisfaction of the students from the cafeteria service is important, that they give importance to the cost the most and that they are not satisfied with the cafeteria fees. Keywords: Mass Catering Services, Satisfaction, Student Cafeteria, Service Quality, University
ABSTRACT: Institutions that provide catering services are institutions that provide food services to people outside of their homes. Situations such as the increase in the working population with industrialization, the fact that our women started working and they could not find time to cook at home, and the development of social life caused these institutions to take a more important role in our lives. Student cafeterias, which are one of the institutions that provide collective nutrition services, are of great importance for the adequate and balanced nutrition of students who have an intensive course schedule. In this study, it is aimed to learn the satisfaction of the students who meet their nutritional needs in the campus cafeteria, where they receive mass nutrition service during their education. The research was conducted with 384 students (53.39% female, 46.61% male) who ate at the student cafeterias (Dolapdere 34.11%, Santralİstanbul 47.92%, Kuştepe 17.97%) in different campuses of Istanbul Bilgi University. Student cafeteria satisfaction survey was applied to all volunteer participants on different days. As a result of the study, it was determined that they were satisfied with the physical appearance (42.97%), reliability (36.24%), adequacy (42.19%) and the organoleptic characteristics of the food (37%). It was observed that they were not satisfied with the sub-dimensions of enthusiasm (38.24%), sensitivity (38.60%) and commitment to the institution (49.70%). As a result, it has been determined that the satisfaction of the students from the cafeteria service is important, that they give importance to the cost the most and that they are not satisfied with the cafeteria fees. Keywords: Mass Catering Services, Satisfaction, Student Cafeteria, Service Quality, University
Açıklama
Anahtar Kelimeler
Hizmet Kalitesi, Memnuniyet, Öğrenci Yemekhanesi, Toplu Beslenme Hizmetleri, Üniversite, Service Quality, Satisfaction, Student Cafeteria, Mass Catering Services, University
