경기지역 초등학교 급식 조리종사자의 서비스마인드가 고객지향성에 미치는 영향 분석
분야
자연과학 > 가정
저자
허한나 ( Han Na Heu ) , 이해영 ( Hae Young Lee )
발행기관
대한영양사협회
간행물정보
대한영양사협회 학술지 2013년, 제19권 제1호, 82~94페이지(총13페이지)
파일형식
0s200710.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    The purposes of this study were to measure the service mind and customer orientation of employees and to identify the effect of service mind on customer orientation in elementary school foodservices. The questionnaires were distributed to foodservice employees of the 19 elementary schools, but collected from 12 schools in Gwangju, Gyeonggi. The statistical data analysis was completed using SPSS (ver. 18.0) for the independent sample t-test, ANOVA, Cronbach`s alpha, principal component analysis, hierarchical & K-means cluster analysis, Pearson` correlation analysis, and multiple regression analysis. Foodservice employees highly rated their service mind (3.94 out of 5 points), especially their perceptions on the importance of service (4.13 points). The effort to provide service was significantly different depending on the serving place (P<0.05). Employees had a high level of customer orientation (4.02 points), which was significantly influenced by age, position, or career (P<0.05), and cook license (P<0.01). As a result of cluster analysis for service mind, employees were divided into two groups: a low-service mind group (cluster 1) and a high-service mind group (cluster 2). Cluster 2 had a significantly higher overall customer orientation than cluster 1 (P<0.001). The pride in providing services (β=0.390, P<0.01) and the perception of the importance of services (β=0.297, P <0.05) showed a significant and positive effect on customer orientation.
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