100% Customer Satisfaction is one of the most critical challenges management in large, metropolitan health-care facilities will face as they move into the next century. To achieve this goal, managers and administrators need to measure the quality of service they provide in their facilities, analyze the data collected to identify areas where improvements are necessary, and finally, develop appropriate actions to implement the necessary improvements. This study focused on determining what implications does a comparison of customer and management/employee perceptions have on a large, metropolitan health-care facility's cafeteria's quality service level? The project sought to answer this question by investigating potential differences (gaps) between customer and management perceptions of quality service at a health-care facility in Upstate New York. The researcher used the perception questionnaires offered by the measurement tool, SERVQUAL, which was developed by Zeithaml, Parasuraman, and Berry. The customers were clientele who frequent this facility and included doctors, nurses, support service staff, administrators, technical personnel, patients' families, and visitors. The management group included the administrative, managerial, supervisory staff of the Food & Nutrition Services Department at this facility as well as the cafeteria's hourly employees.

Library of Congress Subject Headings

Food service management--Evaluation; Consumer satisfaction--Evaluation

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard

Advisor/Committee Member

Kelly, Edward


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.M27F744 1995


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