Dimensions of service quality of the dining services of the University of Costa Rica from the experience of the users

Laura Milena Andrade-Pérez, Johnny Cartín-Quesada, M. Gabriela Montero-Rodríguez and Ana Beatriz Avendaño-Castro

Revista de Ciencias Económicas, 2021, vol. 39, issue 2

Abstract: The quality of food services (SA) within an university campus plays a determining role in the lifestyle and eating habits of the student population. Objective: To analyze the dimensions of the quality of service of the SA of the Universidad Costa Rica, according to the experience of the users. Methodology: It involves a descriptive, cross-sectional study with the adapted DINESERV instrument to 409 campus users to evaluate the service received. Descriptive analysis and inferential analysis were performed to determine differences for each dimension by age and occupation, as well as Kruskal-Wallis tests and post hoc tests. The contribution of the dimensions to the variability of the service quality experience was determined using multiple linear regression model. In all cases, 95% confidence was accepted. Results: The reliability and guarantee dimensions were the best rated and empathy the one with the lowest score. The user's age and occupation did not significantly affect the perception of the quality of the service. Conclusions: The quality of the service from the perspective of all users informs the importance of emphasizing in the contracting processes to third parties the aspects related to the tangible dimension, followed by guarantee, reliability and empathy.

Keywords: DINESERV; DIMENSIONS OF QUALITY; QUALITY OF SERVICE; USER EXPERIENCE; UNIVERSITY DINNING; DINESERV; DIMENSIONES DE LA CALIDAD; CALIDAD DEL SERVICIO; EXPERIENCIA DEL USUARIO; COMEDOR UNIVERSITARIO (search for similar items in EconPapers)
JEL-codes: A (search for similar items in EconPapers)
Date: 2021
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