A1 Journal article (refereed)
Does Food Safety Knowledge Influence Customer Expectation and Perception on Restaurant’s Quality Attributes? (2023)

Padmaningrum, D., Fauza, G., Karunia, A. R., Juego, B., Nursiwi, A., Ariviani, S., & Prasetyo, H. (2023). Does Food Safety Knowledge Influence Customer Expectation and Perception on Restaurant’s Quality Attributes?. Jurnal Teknologi Hasil Pertanian, 16(2), 144-159. https://doi.org/10.20961/jthp.v16i2.74733

JYU authors or editors

Publication details

All authors or editors: Padmaningrum, Dwiningtyas; Fauza, Gusti; Karunia, Aulia Rahma; Juego, Bonn; Nursiwi, Asri; Ariviani, Setyaningrum; Prasetyo, Hari

Journal or series: Jurnal Teknologi Hasil Pertanian

ISSN: 2614-7920

eISSN: 1979-0309

Publication year: 2023

Publication date: 27/10/2023

Volume: 16

Issue number: 2

Pages range: 144-159

Publisher: Universitas Sebelas Maret

Publication country: Indonesia

Publication language: English

DOI: https://doi.org/10.20961/jthp.v16i2.74733

Publication open access: Openly available

Publication channel open access: Open Access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/91786

Abstract

The number of restaurants has increased recently and leads to a pierce competition in this business. To be more competitive, restaurant owners need to pay more attention on customer satisfaction. This study is aimed to examine customer satisfaction on restaurant using three variables, namely food quality, services, and environment facilities in a restaurant. Unlike studies in this area the variables were evaluated using food safety criteria where the customers’s knowledge about food safety issues were measured to analyze whether it affects the customer perception and satisfaction. The importance-performance analysis (IPA) is used to explain which attributes that need to be improved after mapping the customer expectation and perceptions. Implementing IPA to could help restaurant owners to concentrate on improving the priority quality attributes, i.e., the attributes that are importance for customers but have relatively low performance. A questionnaire with food safety perspective question were distributed to 400 customers and 395 quesioner were completed. The IPA Diagram reveals that the higher the consumers knowledge the more attributes were suggested to be improved.

Keywords: restaurants; restaurant sector (lines of business); customers; food safety; customer satisfaction; expectations; customer service; food

Free keywords: food safety; IPA; knowledge; restaurant

Contributing organizations

Ministry reporting: Yes

VIRTA submission year: 2023

JUFO rating: 0