| Summary: | 碩士 === 國立嘉義大學 === 管院碩士在職專班 === 101 === This study is aimed at understanding the quality of school lunches, the importance of catering services quality, and the satisfaction of both teachers and students. The questionnaire has been designed based on literature reviews in order to establish the framework and theoretical basis of school lunch quality, services quality, and satisfaction. The questionnaire has been reviewed by experts before being issued to 800 teachers and students of the Kang Chiao Bilingual School. This study has issued 700 copies of the questionnaire in total and has collected 620 valid ones, making the valid response rate, 88.57％.
This study adopts descriptive statistics, independent sample t-tests, one-way ANOVA, importance-performance analysis (IPA), and multiple regression analysis to process the data. The following are the study results: (1) The questionnaire includes six aspects of the quality, importance, and satisfaction of lunches and services along with 30 various items describing the importance and satisfaction. (2) Concerning the importance of lunch quality and services quality, participants of different genders show significant differences in terms of ‘dining environment and utensils’ and ‘meal quality.’ On the other hand, concerning the satisfaction of lunch quality and services quality, they show significant differences in terms of ‘serving time’ and ‘customer services.’ (3) As for the importance of lunch quality and services quality, participants under 15 tend to score higher than those over 16 in terms of ‘dining environment and utensils’ and ‘the overall satisfaction.’ On the other hand, concerning the satisfaction of lunch quality and services quality, participants under 15 have significantly higher scores than those over 16 in terms of ‘the overall satisfaction.’ Since this study obtains similar results in ‘ the overall satisfaction’ in terms of satisfaction and importance, it concludes that participants under 15 have the best awareness in this aspect. (4) Regarding the importance of lunch quality and services quality, different occupations show significant differences in terms of ‘serving staff’ and ‘customer services.’ Nevertheless, they do not show significant differences regarding the satisfaction of lunch quality and services quality.
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