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The purpose of this paper is to assess patient perceptions regarding South African hospital foodservice quality.

In total, 419 questionnaires were administered to surgical and medical inpatients consuming a normal diet in six South African provinces. A number of 23 urban and 10 rural hospitals were sampled. Inpatients were surveyed for their opinions on hospital foodservice quality with a view to improving meals and food delivery processes.

Results revealed lower patient satisfaction with aspects relating to foodservice reliability. Among other issues, inpatients were not informed about meal times (overall median=0), had to wait longer than expected for their meals and were not informed about delays (overall median=2). Menu items were not explained to inpatients (overall median=0), and inpatients were not informed about nutritional values (overall median=0). Consequently, patients opined that they were not willing to use the hospital foodservice in future (overall median=2).

To identify South African healthcare issues that need improvement, it is necessary to establish where to act. These findings create awareness among authorities and hospital managers to consider patient perceptions when they review and try to improve public hospital foodservice quality, which could also assist in ensuring improvement in food consumption levels, thereby combating South African hospital malnutrition.

The purpose of this paper is to determine the students’ perceptions of an on-campus foodservice operation at an identified historically black college and university (HBCU) and its effect on their satisfaction and dining frequency.

A survey of 685 students was conducted to collect data. Partial least squares based structural equation modeling is used to test the proposed structural model with SmartPLS 3.0.

Results confirm that quality of food, ambience, value for money, food and beverage options and service quality have a positively significant impact on students’ overall satisfaction with the on-campus foodservice operation and dining frequency. As such, all the hypotheses are supported.

These findings indicate that on-campus foodservice operators should focus on quality of food, ambience, value for money, food and beverage options and service quality to achieve student satisfaction. This in turn could positively impact the institution’s reputation, student retention and the marketability of the institution to future students.

This study would help on-campus foodservice operators to better understand the impact of the various elements of foodservice experience which will lead to students’ overall satisfaction and dining frequency, particularly in a HBCU setting.

The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and tourism journals. This information will be used to identify the key trends and topics studied over the past decade, and help to identify the gaps that appear in the research to identify opportunities for advancing future research in the area of foodservice and restaurant management.

This paper takes the form of a critical review of the extant literature that has been done in the foodservice and restaurant industries. Literature from the past 10 years will be qualitatively assessed to determine trends and gaps in the research to help guide the direction for future research.

The findings show that the past 10 years have seen an increase in the number of and the quality of foodservice and restaurant management research articles. The topics have been diverse and the findings have explored the changing and evolving segments of the foodservice industry, restaurant operations, service quality in foodservice, restaurant finance, foodservice marketing, food safety and healthfulness and the increased role of technology in the industry.

Given the number of research papers done over the past 10 years in the area of foodservice, it is possible that some research has been missed and that some specific topics within the breadth and depth of the foodservice industry could have lacked sufficient coverage in this one paper. The implications from this paper are that it can be used to inform academics and practitioners where there is room for more research, it could provide ideas for more in-depth discussion of a specific topic and it is a detailed start into assessing the research done of late.

This paper helps foodservice researchers in determining where past research has gone and gives future direction for meaningful research to be done in the foodservice area moving forward to inform academicians and practitioners in the industry.

The purpose of this paper is to examine the relationships among satisfaction with food-related life (SWFL), perceived foodservice quality, and quality of life for older adults.

A survey done using face-to-face interviews of older adults residing in long-term care facilities. A total of 238 older adults participated in this study.

The results showed that perceived foodservice quality had a strong association with SWFL; SWFL had a significant positive association with quality of life; perceived foodservice quality positively related to quality of life. Increased SWFL would improve quality of older adults.

This study has limitations related to convenience sample. Different sampling could help with generalization of results.

Foodservice managers in long-term care facilitates should try to maximize food and service qualities for residents because improving food and service quality improves their quality of life. For example, offering a variety of menus to allow older adults to enjoy food and improve their SWFL.

This study emphasized that food was important to older adults and helped determine quality of life for them. SWFL was rarely empirically examined in the previous research.

This paper presents an interpretive data analysis from a superordinate study that aimed to determine foodservice satisfaction. The purpose of this paper is to determine inpatient hospital foodservice experiences.

The authors used secondary data obtained from 419 respondents: (225 (53.70 per cent) males, 178 (42.48 per cent) females and 16 (3.82 per cent) undisclosed) participants. A comparative, quantitative and cross-sectional approach was applied to provide insight into hospital foodservice experiences. The Wilcoxon–Mann–Whitney test, interpreted at 0.05 error rate, was used to compare male and female patient experiences.

Male patients had significantly higher rank-sum scores than female patients in almost all items (p<0.0001). The study revealed that hospital personnel, especially foodservice staff, had an unsatisfactory communication approach.

This is the first South African study that compares female and male inpatient foodservice perceptions. Hospital managers and stakeholders may need to consider patient’s gender, as a significant factor that is associated with patient experiences, when embarking on improving foodservice systems.

In this article, we identify various foodservice-related attributes that are important for undergraduate students residing in hostels and avail service from specific foodservice providers. We also investigate the performance of attributes to determine areas where the foodservice providers should maintain a high performance or where improvement is required.

We apply the Kano methodology to design the questionnaire for 24 different attributes. For each attribute, we construct three questions; namely, functional type, dysfunctional type, and performance of the hostel foodservice. We collect a total of 317 responses. We use multiple methods to determine the dominant category. Finally, combining the values of these methods, we study relative positions of the attributes in the importance–performance grid.

Based on the Kano categorization, quality-related attributes are most important, followed by hygiene, comfort, availability, variety, and time, in the descending order. The gender of the respondent plays an important role in categorization of some attributes. Using the importance–performance analysis, we identify the attributes where the foodservice provider should maintain a high performance or where improvement is required. Improvements in some attributes are difficult due to foodservice provider's self-assessment of high performance or high difficulty for improvement.

In this study, we examine the importance of various foodservice attributes among undergraduate residential students. We combine multiple methods of Kano categorization to compute importance values of the attributes. We also investigate the reasons behind the gap between student's and foodservice manager's perception of the performance of these attributes.

The purpose of this article is to estimate the relationship between acute care consumers' satisfaction with hospital foodservices, foodservice characteristics, demographic and contextual variables.

The acute care hospital foodservice patient satisfaction questionnaire was administered to 2,347 patients from 1996‐2001. Regression analysis was conducted to measure the influence of 21 foodservice attributes and seven contextual/demographic items on overall foodservice satisfaction.

Foodservice satisfaction was strongly associated with variety, flavour, meat texture, temperature, meal taste, and menu staff (p<0.01). Consumers aged 70 years or more rated their overall satisfaction significantly lower than younger consumers (p<0.01), but no statistically significant differences in overall ratings existed for other contextual or demographic groups.

This new foodservice instrument and the methods of analysis may be generalisable, but application is likely to be context‐specific. Further applications of the instrument are required to produce greater confidence in its validity and reliability across different foodservice settings.

Global statements often used in health service satisfaction surveys (e.g. a single rating of “food quality”) provide insufficient information to allow managers to adapt foodservices to suit consumers' preferences.

Detailed information of the kind produced here is required for the formulation of managerial and sectoral policies to improve the quality of health and consumer nutrition care. The findings are noteworthy and, as far as the literature review showed, no previously published study has produced this level of detail on consumer preferences across foodservice attributes or their relationship to overall foodservice satisfaction.

This study aimed to investigate consumers’ perception on sustainable business-and-industry (B&I) foodservice and their willingness to pay a premium for it.

An online survey was conducted. Among the 978 respondents, a total of 548 respondents who used B&I foodservice equal to or more than five times a month on an average were included for analyses.

The result revealed that consumers tended to perceive the concept of sustainability as “equivalent to (32 per cent) or beyond (28 per cent) being green or eco-friendly”. Consumers appeared to perceive the need for and the quality of sustainable B&I foodservice highly, but their awareness was comparatively low. Consumers’ awareness was significantly different across all demographic and food-related lifestyle variables. However, significant differences in the need and perceived quality were found only among food-related lifestyle variables. The result also indicated that 66 per cent of consumers were willing to pay a premium average of USD 0.72, 21 per cent of the reference meal price (USD 3.53) proposed in the survey. Consumers’ gender and eco-friendly dietary lifestyles were the significant determinants in predicting consumers’ willingness to pay a premium.

With concerns over environmental crisis, sustainable development has been a mainstream agenda across the world. However, the issue of sustainable development appears to be relatively overlooked in the field of foodservice research. This study is meaningful, in that it calls attention to the importance and potential of realizing sustainable foodservice and provides a starting point in relevant researches.

The objective of this paper is to investigate the effect of the dining experience elements at gas stations foodservice outlets: (1) food quality, (2) service quality, (3) convenience and (4) atmospherics on customers' overall satisfaction and behavioral intention. This study also examines the mediating effect of overall satisfaction on dining experience elements and behavioral intention.

This paper applies a quantitative approach, using partial least square-structural equation modeling for analysis. Survey data were collected online from 231 participants in the United States.

Convenience and food quality are strong predictors of gas station food purchasing overall satisfaction and behavioral intention. Meanwhile, service quality and atmospherics were not statistically significant.

This study's survey was conducted online. Participants reflected on their dining experience at gas station dining outlets in the prior week.

This study contributes to the existing foodservice literature by exploring dining at gas stations. It also provides a new insight into the importance of convenience in influencing overall satisfaction and behavior intention in a gas station foodservice setting.

This study helps with the understanding of consumer behavior and expectations of a fast-food setting. This study helps with enhancing convenience in order to improve the customers' experience and reduce their daily stress relating to wait time for purchasing fast-food meals.

This is the first study to examine consumer experience at a gas station food service setting.

This study aims to examine student’s foodservice experience and its effect on satisfaction, dining frequency and expenditures.

A total of 674 samples collected at a large Malaysian private university were used for data analysis. Structural equation modelling based on partial least squares method was conducted.

Results confirm that student foodservice experience significantly influences satisfaction, dining frequency and dining expenditure. Furthermore, four first-order constructs (product component, service component, price component and healthy component) are also validated on the designated second-order construct (customer foodservice experience).

These findings indicate that on-campus foodservice operators should focus on student experience and satisfaction to increase visits and expenditures.

This study would enable on-campus foodservice operators to have a better understanding of various dimensions of foodservice experience which will lead to students’ satisfaction and encourage the development of their visits and expenditure.