Research Article
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Evaluation of Outsourcing Application in Dining Hall Services in terms of Student Satisfaction

Year 2022, Volume: 13 Issue: 1, 153 - 164, 10.02.2022

Abstract

In this research, it was aimed to investigate the effect of outsourcing applications in Ankara Yıldırım Beyazıt University dining hall services on the satisfaction levels of students, who are the people who benefit most from dining hall services. An explanatory approach was chosen to achieve the purpose set for this study. The research is quantitative research oriented and causal screening research design was chosen as the research design. Convenience sampling method was chosen as the sampling method in the research. As data collection tools in the research, Hall's (2015) Canteen Services Scale and Dining Hall Satisfaction Scale prepared by Ali and Rue (2015) and a questionnaire including questions about the demographic characteristics of the participants were used. By analyzing the data, it was concluded that the dining hall services at Ankara Yıldırım Beyazıt University have a positive and significant effect on the satisfaction levels of the students, which are the sub-dimensions of cafeteria services, the characteristics of the dining hall staff, the quality of the meals served and the physical conditions of the dining hall has been reached.

References

  • Ali, F. & Ryu, K. (2015). Bringing them back to spend more: student foodservice experiences to satisfy their taste buds. Young Consum. 16 (2), 235–248.
  • Andaleeb, S.S. & Caskey, A. (2007). Satisfaction with food services: insights from a college cafeteria. Journal of Foodservice Business Research, 10(2), 51-65.
  • Binge, C., Xufen, H., Guoying, L., Chunyue, W. & Tingting, Y. (2012). Impacts of campus food service on students' life: A anthropological case study of Shantou University. International Journal of China Marketing. 2 (2), 123-143.
  • Bıtner, M. J. (1992). Service scapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56 (2), 57-71.
  • Bryman, A. & Cramer, D. (2001). Quantitative data analysis with SPSS release 10 for windows: A guide for social scientists, London: Routledge.
  • Cardello, A. V. (1996). The role of human senses in food acceptance. In: MEISELMAN, H. L. & MAC FIE, H. J. H. (eds.) Food choice, acceptance and consumption. London: Blackie academic and Professional.
  • Çelik, M. (2012). Müşteri Memnuniyeti ve Hizmet Kalitesi Üzerine Adıyaman Üniversitesi Yemekhanesi’nde Bir Uygulama. 5(10), 29-54.
  • Eren, E. (1998). Stratejik Yönetim (4. Baskı). Eskişehir, Anadolu Üniversitesi İşletme Fakültesi Yayınları.
  • Gamble, R.H. (1995). Inside outsourcing, Corporate Cashflow, 16(8), 2.
  • Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R. & Tian, R. (2005). Food service management and its impact on college operations: A business anthropological case study. Foodservice Research International. 16 (1-2), 15-43.
  • Hair, J.F., Black, C.W., Babin, J. B. & Anderson, R.E. (2014). Multivariate Data Analysis (7th ed.), Harlow: Pearson Education Limited, Pearson New International Edition.
  • Hall, J. K. (2013). Student Satisfaction Regarding Meal Experience At The Residential Dining Halls Of The University Of Pretorıa. Master Thesis. Department of Consumer Science Faculty of Natural and Agricultural Science, University of Pretoria, Pretoria.
  • Heıde, M. & Grønhaug, K. (2006). Atmosphere: Conceptual issues and implications for hospitality management. Scandinavian Journal of Hospitality and Tourism. 6 (4), 271-286.
  • Hu, H., Kandampully, J. & Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
  • Imram, N. (1999). The role of visual cues in consumer perception and acceptance of a food produc. Nutrition & Food Science, 99(5), 224-230.
  • Joung, H.W., Choi, E.K. & Wang, E. (2016). Effects of perceived quality and perceived value of campus foodservice on customer satisfaction: moderating role of gender. Journal of Quality Assurance in Hospitality & Tourism, 17 (2), 101-113.
  • Kim, H.J., McCahon, C. & Miller, J. (2004). Assessing service quality in Korean casualdining restaurants using DINESERV. Journal of Foodservice Business Research, 6 (1), 67-86.
  • Kim, W. G., Ng, C.Y.N. and Kim, Y.S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
  • Klassen, N. M., Trybus, E. & Kumar, A. (2005). Planning food services for a campus setting. International Journal of Hospitality Management. 24 (4), 579-609.
  • Koçel, T. (2014) İşletme yöneticiliği. İstanbul, Beta Yayıncılık.
  • Kwun, D. J. W. (2011), Effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: a gender-difference approach. International Journal of Hospitality Management, 30(2), 252-261.
  • Lam, T.C. & Heung, V.C. (1998). University foodservice in Hong Kong: a study of consumers’ expectations and satisfaction levels. Journal of College & University Foodservice, 3(4), 3-12.
  • Lei, D. & Hitt, M. A. (1995). Strategic Restructuring and Outsourcing: The effect of Mergers and Acquisitions and LBOs on Building Firm Skills and Capabilities. Journal of Management, 21(5), 835-859.
  • Meyer, M. K. & Conklin, M. T. (1998). Variables affecting high school students' perceptions of school food service. Journal of the American Dietetic Association. 98 (12), 1424-1431.
  • Ng, Y. (2005). Study of the impact of customer satisfaction on intention to return and return intention, and word-of-mouth endorsement in university dining operations. Master Thesis, Oklahoma State University, Stillwater, OK.
  • Okumuş, F & İsfendiyaroğlu, H. (2002). İşletmelerde Mal ve Hizmetlerin Dış Kaynaklardan Temin Edilmesinin (Outsourcıng) Fayda ve Sakıncaları. İktisadi ve İdari Bilimler Dergisi, Cilt: 16 Ekim 2002 Sayı: 3-4, 229-244.
  • Özkoç, A. G. (2015). Temel yetenekler dış kaynaklardan yararlanma ve şebeke örgütler, Özer, K, Hızıroğlu, M, Saldamlı, A (Ed.), Yönetsel ve Örgütsel Etkinlikleri Geliştirme Yöntemleri, Adra Yayınevi, İstanbul, 102-138.
  • Parsa. W. M. & Lanfford, F. (1999). Outsourcing: a primer. Management Decision, 37(4), 310-316.
  • Saruhan, Ş. & Özdemir, A.Ö. (2004) Değer Hedefli İşletmecilik, İstanbul: M.Ü. Nihad Sayar Eğitim Vakfı Yayınları.
  • Shanka, T. & Taylor, R. (2005). Assessment of university campus cafe service: The students' perceptions. Asia Pasific Journal of Tourism Research. 10 (3): 329-340.
  • Tabachnick, B.G. & Fidell, L.S. (2013). Using multivariate statistics. Boston, Pearson.
  • Topal, A. (2016). Bilecik İl Özel İdaresinde Dış Kaynak Hizmet Alımı; Sorunlar ve Çözüm Önerileri. Yüksek Lisans tezi, Bilecik Şeyh Edebali Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Bilecik.
  • Tudin, R., Kim, S.T.C. & Ayupp, K. (2010). Hostel tenants’ perception toward cafes located in the campus. Working Paper Series No. 1003, University of Malaysia, Sarawak, Kota Samarahan.
  • Turan, A. (2014). Temel Yetenek ve Dış Kaynaklardan Yararlanma Tekniklerine Felsefik Bir Bakış: Dinamik Beceriler ve İş Modeli Yaklaşımlarıyla İlişkilendirme. KAU IIBF Dergisi, 5(7), 147-170.
  • Turan, F. (2020). Kamu Sektöründe Dış Kaynak Kullanımına Türk Hava Yolları Örneği Üzerinden Alternatif Model Arayışı: “Ortak Kaynak Kullanımı. Yüksek Lisans Tezi, Ankara Hacı Bayram Veli Üniversitesi, Lisansüstü Eğitim Enstitüsü, Ankara.
  • Yağmur, C. (2009) Adananda Toplu Beslenme Yapılan Bazı Kurumlarda Uygulanan Menülerle İlgili Tüketici Görüş Ve Tercihlerinin Belirlenmesi. Beslenme ve Diyet Dergisi / JNutr and Dieî, 37(1-2),39-49.
  • Yen-Soon, Y.S., Moreo, P.J. & Yeh, R.J. (2004). Customers’ satisfaction factors regarding university food court service. Journal of Foodservice Business Research, 7(4), 97-110.
  • Wakefıeld, K. L. & Blodgett, J. G. (1996). The effect of the servicescapes on customers' behavioural intentions in leisure service settings. Journal of Services Marketing. 10(6), 45-61.
  • Wang, E. T. G. (2002). Transaction Attributes and Software Outsourcing Success: An Empirical Investigation of Transaction Costs Theory. Information Systems Journal, 12, 121-152.

Yemekhane Hizmetlerinde Dış Kaynak Kullanımı Uygulamasının Öğrenci Memnuniyeti Açısından Değerlendirilmesi

Year 2022, Volume: 13 Issue: 1, 153 - 164, 10.02.2022

Abstract

Bu araştırma araştırmada Ankara Yıldırım Beyazıt Üniversitesi yemekhane hizmetlerinde dış kaynak uygulamaları sürecini inceleyerek yemekhane hizmetlerinden en fazla faydalanan kişiler olan öğrencilerin memnuniyet düzeyleri üzerindeki etkisini araştırmak amaçlanmıştır. Bu çalışma için belirlenen amaca ulaşmak için açıklayıcı bir yaklaşım seçilmiştir. Araştırma nicel araştırma yönelimlidir ve araştırma deseni olarak nedensel tarama araştırma deseni seçilmiştir. Araştırmada örnekleme yöntemi olarak kolayda örnekleme yöntemi seçilmiştir. Araştırmada veri toplama aracı olarak, Hall’ın (2015)Yemekhane Hizmetleri Ölçeği ile Ali ve Rue (2015) tarafından hazırlanan Yemekhane Memnuniyet Ölçeği ve katılımcıların demografik özelliklerine ilişkin soruların bulunduğu bir anket kullanılmıştır. Verilerin analiz edilmesi ile Ankara Yıldırım Beyazıt Üniversitesi’nde yemekhane hizmetlerinin öğrenci memnuniyeti üzerinde olum bir etkisinin bulunduğu dahası yemekhane hizmetlerinin alt boyutları olan yemekhane personelinin özellikleri, servis edilen yemeklerin nitelikleri ve yemekhanenin fiziki koşulları boyutlarının öğrencilerin yemekhane memnuniyet düzeyleri üzerinde pozitif yönlü ve anlamlı etkilerinin olduğu sonucuna varılmıştır.

References

  • Ali, F. & Ryu, K. (2015). Bringing them back to spend more: student foodservice experiences to satisfy their taste buds. Young Consum. 16 (2), 235–248.
  • Andaleeb, S.S. & Caskey, A. (2007). Satisfaction with food services: insights from a college cafeteria. Journal of Foodservice Business Research, 10(2), 51-65.
  • Binge, C., Xufen, H., Guoying, L., Chunyue, W. & Tingting, Y. (2012). Impacts of campus food service on students' life: A anthropological case study of Shantou University. International Journal of China Marketing. 2 (2), 123-143.
  • Bıtner, M. J. (1992). Service scapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56 (2), 57-71.
  • Bryman, A. & Cramer, D. (2001). Quantitative data analysis with SPSS release 10 for windows: A guide for social scientists, London: Routledge.
  • Cardello, A. V. (1996). The role of human senses in food acceptance. In: MEISELMAN, H. L. & MAC FIE, H. J. H. (eds.) Food choice, acceptance and consumption. London: Blackie academic and Professional.
  • Çelik, M. (2012). Müşteri Memnuniyeti ve Hizmet Kalitesi Üzerine Adıyaman Üniversitesi Yemekhanesi’nde Bir Uygulama. 5(10), 29-54.
  • Eren, E. (1998). Stratejik Yönetim (4. Baskı). Eskişehir, Anadolu Üniversitesi İşletme Fakültesi Yayınları.
  • Gamble, R.H. (1995). Inside outsourcing, Corporate Cashflow, 16(8), 2.
  • Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R. & Tian, R. (2005). Food service management and its impact on college operations: A business anthropological case study. Foodservice Research International. 16 (1-2), 15-43.
  • Hair, J.F., Black, C.W., Babin, J. B. & Anderson, R.E. (2014). Multivariate Data Analysis (7th ed.), Harlow: Pearson Education Limited, Pearson New International Edition.
  • Hall, J. K. (2013). Student Satisfaction Regarding Meal Experience At The Residential Dining Halls Of The University Of Pretorıa. Master Thesis. Department of Consumer Science Faculty of Natural and Agricultural Science, University of Pretoria, Pretoria.
  • Heıde, M. & Grønhaug, K. (2006). Atmosphere: Conceptual issues and implications for hospitality management. Scandinavian Journal of Hospitality and Tourism. 6 (4), 271-286.
  • Hu, H., Kandampully, J. & Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
  • Imram, N. (1999). The role of visual cues in consumer perception and acceptance of a food produc. Nutrition & Food Science, 99(5), 224-230.
  • Joung, H.W., Choi, E.K. & Wang, E. (2016). Effects of perceived quality and perceived value of campus foodservice on customer satisfaction: moderating role of gender. Journal of Quality Assurance in Hospitality & Tourism, 17 (2), 101-113.
  • Kim, H.J., McCahon, C. & Miller, J. (2004). Assessing service quality in Korean casualdining restaurants using DINESERV. Journal of Foodservice Business Research, 6 (1), 67-86.
  • Kim, W. G., Ng, C.Y.N. and Kim, Y.S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
  • Klassen, N. M., Trybus, E. & Kumar, A. (2005). Planning food services for a campus setting. International Journal of Hospitality Management. 24 (4), 579-609.
  • Koçel, T. (2014) İşletme yöneticiliği. İstanbul, Beta Yayıncılık.
  • Kwun, D. J. W. (2011), Effects of campus foodservice attributes on perceived value, satisfaction, and consumer attitude: a gender-difference approach. International Journal of Hospitality Management, 30(2), 252-261.
  • Lam, T.C. & Heung, V.C. (1998). University foodservice in Hong Kong: a study of consumers’ expectations and satisfaction levels. Journal of College & University Foodservice, 3(4), 3-12.
  • Lei, D. & Hitt, M. A. (1995). Strategic Restructuring and Outsourcing: The effect of Mergers and Acquisitions and LBOs on Building Firm Skills and Capabilities. Journal of Management, 21(5), 835-859.
  • Meyer, M. K. & Conklin, M. T. (1998). Variables affecting high school students' perceptions of school food service. Journal of the American Dietetic Association. 98 (12), 1424-1431.
  • Ng, Y. (2005). Study of the impact of customer satisfaction on intention to return and return intention, and word-of-mouth endorsement in university dining operations. Master Thesis, Oklahoma State University, Stillwater, OK.
  • Okumuş, F & İsfendiyaroğlu, H. (2002). İşletmelerde Mal ve Hizmetlerin Dış Kaynaklardan Temin Edilmesinin (Outsourcıng) Fayda ve Sakıncaları. İktisadi ve İdari Bilimler Dergisi, Cilt: 16 Ekim 2002 Sayı: 3-4, 229-244.
  • Özkoç, A. G. (2015). Temel yetenekler dış kaynaklardan yararlanma ve şebeke örgütler, Özer, K, Hızıroğlu, M, Saldamlı, A (Ed.), Yönetsel ve Örgütsel Etkinlikleri Geliştirme Yöntemleri, Adra Yayınevi, İstanbul, 102-138.
  • Parsa. W. M. & Lanfford, F. (1999). Outsourcing: a primer. Management Decision, 37(4), 310-316.
  • Saruhan, Ş. & Özdemir, A.Ö. (2004) Değer Hedefli İşletmecilik, İstanbul: M.Ü. Nihad Sayar Eğitim Vakfı Yayınları.
  • Shanka, T. & Taylor, R. (2005). Assessment of university campus cafe service: The students' perceptions. Asia Pasific Journal of Tourism Research. 10 (3): 329-340.
  • Tabachnick, B.G. & Fidell, L.S. (2013). Using multivariate statistics. Boston, Pearson.
  • Topal, A. (2016). Bilecik İl Özel İdaresinde Dış Kaynak Hizmet Alımı; Sorunlar ve Çözüm Önerileri. Yüksek Lisans tezi, Bilecik Şeyh Edebali Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Bilecik.
  • Tudin, R., Kim, S.T.C. & Ayupp, K. (2010). Hostel tenants’ perception toward cafes located in the campus. Working Paper Series No. 1003, University of Malaysia, Sarawak, Kota Samarahan.
  • Turan, A. (2014). Temel Yetenek ve Dış Kaynaklardan Yararlanma Tekniklerine Felsefik Bir Bakış: Dinamik Beceriler ve İş Modeli Yaklaşımlarıyla İlişkilendirme. KAU IIBF Dergisi, 5(7), 147-170.
  • Turan, F. (2020). Kamu Sektöründe Dış Kaynak Kullanımına Türk Hava Yolları Örneği Üzerinden Alternatif Model Arayışı: “Ortak Kaynak Kullanımı. Yüksek Lisans Tezi, Ankara Hacı Bayram Veli Üniversitesi, Lisansüstü Eğitim Enstitüsü, Ankara.
  • Yağmur, C. (2009) Adananda Toplu Beslenme Yapılan Bazı Kurumlarda Uygulanan Menülerle İlgili Tüketici Görüş Ve Tercihlerinin Belirlenmesi. Beslenme ve Diyet Dergisi / JNutr and Dieî, 37(1-2),39-49.
  • Yen-Soon, Y.S., Moreo, P.J. & Yeh, R.J. (2004). Customers’ satisfaction factors regarding university food court service. Journal of Foodservice Business Research, 7(4), 97-110.
  • Wakefıeld, K. L. & Blodgett, J. G. (1996). The effect of the servicescapes on customers' behavioural intentions in leisure service settings. Journal of Services Marketing. 10(6), 45-61.
  • Wang, E. T. G. (2002). Transaction Attributes and Software Outsourcing Success: An Empirical Investigation of Transaction Costs Theory. Information Systems Journal, 12, 121-152.
There are 39 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Zümrüt Hatun Demirel 0000-0003-0300-6988

Publication Date February 10, 2022
Submission Date June 10, 2021
Published in Issue Year 2022 Volume: 13 Issue: 1

Cite

APA Demirel, Z. H. (2022). Yemekhane Hizmetlerinde Dış Kaynak Kullanımı Uygulamasının Öğrenci Memnuniyeti Açısından Değerlendirilmesi. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 13(1), 153-164. https://doi.org/10.36362/gumus.950297