A Case Study to Determine the Impact of Offering Selective Menus on Customer Satisfaction in a Health-Care Foodservice Operation

Abstract

In an effort to improve patients' satisfaction with healthcare foodservice, many hospitals are implementing a selective menu program. The purpose of this study was to identify the impact of a selective menu program on customer satisfaction in a health-care foodservice setting in Korea. The results of this study indicate that patients' perceptions of food and service dimensions are significant predictors of overall satisfaction with hospital foodservices. Patients who opted for a selective menu program at high levels of frequency showed more satisfaction with the selective menu program than those in the low-user group. “Food variety,” “taste,” and “offering nutritional information about menu items” are the key drivers of overall satisfaction.