Research On Customer Satisfaction Of University Canteen Service Quality

College canteens are the most important basic logistics support for college students.The issue of campus food safety has always been the focus of the public.In recent years,the operating pressure of college canteens is increasing due to the intensification of competition in the catering industry inside and outside the canteens of colleges and universities,the changes in the consumption psychology and ability of college students,and the insufficient attention paid to the satisfaction of students in college canteens.Therefore,this paper selects a college canteen as the research object,and analyzes the problems existing in the management and service work and mines the main factors affecting student customer satisfaction,based on customer satisfaction theory,consumer behavior theory,factors influencing college students' consumption satisfaction and relevant theory of service quality,this paper selects a college canteen as the research object,and analyzes the problems existing in the management and service work.Through the research on the customer satisfaction of the canteens in colleges and universities,the corresponding countermeasures and suggestions for the stable operation and healthy development of the canteen are proposed.Based on the analysis of the current situation and existing problems of the Z school canteen,this paper conducts a questionnaire survey and uses factor analysis to study the college students' perceptions of canteen service expectations and actual satisfaction.The main research and exploration of the following aspects content:(1)At present,the consumption characteristics of college students are mainly due to the regional differences in taste;the pursuit of economic benefits;the weak awareness of food hygiene and safety;the consumption concept is ahead of the pursuit of new things.The main problems in the management and management of the canteen include: the lack of attention of the service staff to the image of the canteen,the lack of dining environment infrastructure,the lack of innovation in the canteen variety and the incomplete complaint handling mechanism.(2)Through the analysis of the basic information of the questionnaire,it is found that the female students in the school are more than the male consumers,and the monthly living expenses are more than 1,000 yuan,indicating that the student's consumption level has also increased with the increase of family income.In the school cafeteria,the number of food and beverage consumption in the canteen is relatively large,and the higher the consumption level,the more students tend tochoose the take-away order,while the freshmen tend to eat in the cafeteria.(3)The empirical research results of canteen customer satisfaction show that the factors affecting canteen customer satisfaction can be divided into three aspects:service quality perception,food quality perception and canteen hardware facility perception.Among them,service quality satisfaction is higher than other two factors.The satisfaction of the food quality of the canteen food is second,while the satisfaction of the hardware quality of the canteen environment and location is the lowest.(4)Based on the above situation analysis and customer satisfaction survey empirical analysis results,mainly from the four aspects of improving service quality perception,improving hardware environment perception,improving food quality and standardizing complaint handling to put forward suggestions for improving the canteen to effectively carry out service promotion work,but also provide effective reference for other universities.