期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2020
卷号：10
期号：13
页码：88-97
DOI：10.6007/IJARBSS/v10-i13/6891
语种：English
出版社：Human Resource Management Academic Research Society
摘要：Foodservice industry has broadened to multiple settings including public transportation service. The on board service and food may affect people’s travel experience, yet studies pertaining to customer satisfaction of foodservice operations in railway setting are limited. This study aimed to evaluate the effect of service and food quality on customer satisfaction in Indonesian train catering. A total of 83 consumers in long-distance passengers’ trains of Jakarta and Yogyakarta relations in Java region were surveyed for their perceived service quality, food quality and overall satisfaction of the foods delivered at seat. Data collection was carried out through a validated questionnaire in online format. Bivariate and multivariate statistical test were employed to analyze the data. This study suggested that overall service quality had positive correlation with customer satisfaction in railway foodservice (r=0.304, p<0.01) and so did overall food quality (r=0.395, p<0.01). It was also shown that service and food quality simultaneously explained approximately 17.8% of the variability of customer satisfaction (R2 =0.178). The main aspect of service and food quality which influenced customer satisfaction were meal presentation (p<0.05). This study implied the positive effect of service and food quality on customer satisfaction in train catering.
