Empirical Analysis of Key Drivers of Student Satisfaction with University Catering Services: Application of the SERVQUAL Model

Jiankai Hao, Jianhan Li and Yue-Ming Wu ()
Additional contact information
Jiankai Hao: Macau University of Science and Technology
Jianhan Li: Macau University of Science and Technology
Yue-Ming Wu: Macau University of Science and Technology

A chapter in Proceedings of the 2026 3rd International Conference on Applied Economics, Management Science and Social Development (AEMSS 2026), 2026, pp 609-616 from Springer

Abstract: Abstract Research Background and Purpose: University student cafeterias serve as vital logistical hubs supporting academic and research activities, where service quality directly impacts student satisfaction and campus belongingness. Using the ‘Cheery World’ cafeteria in Building O of Macau University of Science and Technology as a case study, this research employs the SERVQUAL model to diagnose service quality gaps and identify key drivers influencing overall student satisfaction. Our researching method focused on SERVQUAL evaluation framework, which was constructed, which included five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Our study has found three-dimensional discoveries: Firstly, students’ perceived service quality in the cafeteria generally falls short of expectations, particularly in assurance and reliability. Secondly, regression analysis revealed that responsiveness (P=0.455, p 0.7, p

Keywords: SERVQUAL model; university cafeteria; service quality; student satisfaction; responsiveness (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6239-672-2_59

Ordering information: This item can be ordered from
http://www.springer.com/9789462396722

DOI: 10.2991/978-94-6239-672-2_59

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().