Investigation of customer satisfaction in student food service : An example of student cafeteria in NHH

Purpose – The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Design/methodology/approach – To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the student customers of SiB's cafeteria within NHH premises. Findings – The survey results shows that quality factors such as food quality, variety, convenience and price fairness have a significant impact on students' satisfaction with the cafeteria, while the impacts from interaction and environment factors are not significant. Research limitations/implications – More interesting findings would be shown if including the interaction of service quality and price fairness. Practical implications – Management in student food service can utilize the result to improve students' satisfaction efficiently. Originality/value – A new survey on students' satisfaction based both on service quality and price fairness, implication for an increasingly important student food service industry.