Customer’s Satisfaction and Participation with University Cafeteria Food Services at a Seventh-day Adventist Tertiary Institution in Jamaica

Abstract

Background: The operators of Seventh-day Adventist (SDA) universities' Cafeterias have the most challenging task of serving a community of individuals that are typically diverse, dynamic, and most of the time confined at the University.

Aim: This study aimed to determine the level of customer satisfaction with the University Cafeteria food services at a Seventh-day Adventist tertiary institution.

Methodology: The study used a quantitative design, namely non-probability convenience- sampling with a sample size of one hundred and thirty-five. Data gathering occurred during the 2019 Fall semester and 2021 Spring semester among staff, faculty, third-year, and fourth-year students who utilized the university Cafeteria before Covid 19. Google forms served as the data repository. Data were analyzed using the Statistical Package for the Social Sciences (SPSS) for Windows, Version 27.0.

Results: Most respondents were non-vegetarians (76.3%) who rarely (50.4%) ate in the Cafeteria. Of the total respondents, 53.3% dined with a friend, and 71.1% sought menu diversity by going elsewhere to eat. Some respondents (37.1%) were dissatisfied with the food quality, management and preparation. However, the majority (62.9%) were satisfied with the Cafeteria environment. Food items such as sweetened beverages and sodas were available every day. Whole grains, vegetables, non-fried vegetables, nuts, legumes, beans, white bread, fruit juices, unsweetened drinks, yoghurt, pastries, high sugar foods, refined grains, and tin cheese were most available at the time. In contrast, olive oil, vegetarian cheese, and gouda cheese were unavailable.

Conclusion: The Cafeteria management should develop a monthly cycle menu that provides greater diversity in menu items and a variety of food choices for diners.