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Consumer Choices and Service Quality in the University Canteens in Warsaw, Poland

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  • Ewa Czarniecka-Skubina

    (Department of Food Gastronomy and Food Hygiene, Faculty of Human Nutrition and Consumer Sciences, Warsaw University of Life Sciences (WULS), 02-787 Warsaw, str. Nowoursynowska 166, Poland)

  • Hanna Górska-Warsewicz

    (Department of Organization and Consumption Economics, Faculty of Human Nutrition and Consumer Sciences, Warsaw University of Life Sciences (WULS), 02-787 Warsaw, str. Nowoursynowska 166, Poland)

  • Wacław Laskowski

    (Department of Organization and Consumption Economics, Faculty of Human Nutrition and Consumer Sciences, Warsaw University of Life Sciences (WULS), 02-787 Warsaw, str. Nowoursynowska 166, Poland)

  • Maria Jeznach

    (Department of Organization and Consumption Economics, Faculty of Human Nutrition and Consumer Sciences, Warsaw University of Life Sciences (WULS), 02-787 Warsaw, str. Nowoursynowska 166, Poland)

Abstract

The purpose of this study was to identify and analyze consumer choices and service quality in university canteens in Warsaw. Our study consists of two parts. The first part of our research was conducted using a sample of 1250 adult respondents in 25 university canteens located at five higher education institutions. The reasons and frequency for using canteens, types of selected dishes and opinions on a given catering facility management system were analyzed. The second part of the study was conducted as an inspection to assess internal control and reliability of information. The respondents’ opinions are not in line with inspection assessments. This may be due to the fact that students do not pay attention to the quality of services in university canteens or have little knowledge about service, quality of services or hygiene aspects. For a detailed analysis of consumer choices and service quality assessment, we used Analysis of Variance (ANOVA) test and multi-dimensional cluster analysis. We identified four clusters regarding the type of meals and consumed frequency of consumption in university canteens, and five profiles in relation to evaluation of canteen interior, service and menu. In the correspondence analysis performed using the multidimensional Multiple Correspondence Analysis (MCA) method, we identified five clusters of consumers based on nine features, i.e., canteen location, frequency of using the canteen, gender of respondents, dwelling place, financial status of respondents. Our research on the functioning of university canteens is one of the first not only in Poland, but also in the countries of Central and Eastern Europe. The evaluation of the quality of nutrition in canteens should be continued in order to prevent diet-related diseases. Based on the results of our research, we postulate to introduce an evaluation guide for university canteens taking into account various aspects of services.

Suggested Citation

  • Ewa Czarniecka-Skubina & Hanna Górska-Warsewicz & Wacław Laskowski & Maria Jeznach, 2019. "Consumer Choices and Service Quality in the University Canteens in Warsaw, Poland," IJERPH, MDPI, vol. 16(19), pages 1-19, October.
    • Handle: RePEc:gam:jijerp:v:16:y:2019:i:19:p:3699-:d:272559
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    References listed on IDEAS

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    1. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
    2. Roberto, C.A. & Larsen, P.D. & Agnew, H. & Baik, J. & Brownell, K.D., 2010. "Evaluating the impact of menu labeling on food choices and intake," American Journal of Public Health, American Public Health Association, vol. 100(2), pages 312-318.
    3. Spyridou, Anastasia, 2017. "Perceived Service Quality and Customer Revisiting Intention: The Case of “all you can eat” Asian Restaurants in Southern Taiwan," MPRA Paper 88146, University Library of Munich, Germany.
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    1. Nicol Martinho & Liliana Cheng & Isabel Bentes & Carlos A. Teixeira & Sofia Sousa Silva & Margarida Liz Martins, 2022. "Environmental, Economic, and Nutritional Impact of Food Waste in a Portuguese University Canteen," Sustainability, MDPI, vol. 14(23), pages 1-14, November.
    2. Beatriz Franco-Arellano & Lana Vanderlee & Mavra Ahmed & Angela Oh & Mary R. L’Abbé, 2020. "Consumers’ Implicit and Explicit Recall, Understanding and Perceptions of Products with Nutrition-Related Messages: An Online Survey," IJERPH, MDPI, vol. 17(21), pages 1-20, November.
    3. Ewa Czarniecka-Skubina & Hanna Górska-Warsewicz & Joanna Trafiałek, 2020. "Attitudes and Consumer Behavior toward Foods Offered in Staff Canteens," IJERPH, MDPI, vol. 17(17), pages 1-18, August.

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