Sürdürülebilir Beslenme Açısından Tüketici Memnuniyeti ve Yemek Artıklarının İncelenmesi: Bir Üniversite Kafeteryası Örneği

Öz

Bu çalışma, üniversite yemekhanesinde sunulan toplu beslenme hizmetinden sürdürülebilir beslenme kapsamındaki öğrencilerin memnuniyetlerini belirlemek ve bir haftada (beş gün) üniversite yemekhanesinde tüketilen çeşitli öğünlerde kalan yemek miktarını öznel ve nesnel olmak üzere iki yöntemle belirlemek amacıyla yapılmıştır. Araştırmanın birinci bölümünde (beyan edici/öznel bölüm) öğrencilere yöneltilen ankette, öğrencilerin sunulan toplu beslenme hizmetine ilişkin memnuniyetleri/beğenmeleri 5’li Likert tipi ölçekleme ile puanlanmıştır. Çalışmanın ikinci bölümünde ise nesnel yöntemle oluşturulan artık miktarlar tartım yöntemi ile hesaplanmıştır. Kadın öğrencilerin erkek öğrencilere göre yemekhanede sunulan hizmetin sunuluş biçiminden daha memnun oldukları belirlenmiş olup, öğrencilerin cinsiyeti ile hizmetten memnuniyetleri arasındaki farkın anlamlı olduğu (p<0,05) bulunmuştur. Çalışmanın her iki yönteminde de kadınların erkeklere kıyasla yemeklerde daha fazla kalıntı bıraktığı, öğrencilerin cinsiyetleri ile ana yemek, pilav ve makarnada bıraktıkları kalıntı miktarı arasındaki farkın da anlamlı olduğu (p<0,05) bulunmuştur. Araştırmanın yapıldığı kafeteryadan yararlanan öğrencilerin aldıkları hizmetten duydukları memnuniyetsizlikle doğru orantılı olarak kalan yemek miktarı göz ardı edilemeyecek boyuttadır.

Anahtar Kelimeler

• toplu beslenme hizmetleri
• memnuniyet
• yemek artığı
• sürdürülebilir beslenme

Investigation of Customer Satisfaction and Leftover in Terms of Sustainable Nutrition: An Example of a University Cafeteria

Öz

This study was carried out to determine the satisfaction of the students within the scope of sustainable nutrition from the mass catering offered in the university cafeteria, and to determine the amount of leftovers in various meals consumed in the university cafeteria in a week (five days) by two methods, subjective and objective. In the first part of the research (declarative/subjective part), the satisfaction/liking of the students about the catering service provided was scored with a 5-point Likert-type scaling in the questionnaire directed to the students. In the second part of the study, the residual amounts formed by the objective method were calculated by the weighing method. It was determined that female students were more satisfied with the service style of the service offered in the cafeteria than the male students, and the difference between the gender of the students and their satisfaction with the service was found to be significant (p<0.05). In both methods of the study, it was found that women left more residue in meals compared to men, and the difference between the gender of the students and the amount of residue they left in main courses, rice and pasta was also significant (p<0.05). The amount of food left over in direct proportion to the dissatisfaction with the service provided by the students benefiting from the cafeteria where the research was conducted is at a size that cannot be ignored.

Anahtar Kelimeler

• food service
• satisfaction
• leftover
• sustainable nutrition

Kaynakça

1. 1. Gülsöz, S., Aksoydan, E. 2018. Sürdürülebilir Beslenme. ss195-212. Tayfur, M., ed. 2018. Beslenme ve Diyetetik, Güncel Konular-6. Hatipoğlu Yayıncılık, Ankara, 250s.
2. 2. Food and Agriculture Organization. 2012. Sustainable Diets and Bioversity: Directions and Solutions for Policy, Research and Action. https://www.fao.org/policy-support/tools-and-publications/resources-details/en/c/522860/ (Accessed 02.02.2022).
3. 3. Çakır, B. 2019. Dünya Geleceğinin Şekillenmesinde Sürdürülebilir Beslenme ve Diyetisyenlerin Rolü. ss.185-208. Tayfur, M., ed. 2018. Beslenme ve Diyetetik, Güncel Konular-2. Hatipoğlu Yayıncılık, Ankara, 430s.
4. 4. Sezgin, AC., Özkaya, FD. 2014. An Overview of Mass Feeding System. Academic Food Journal, 12(1), 124-28. https://dergipark.org.tr/en/pub/akademik-gida/issue/55791/763721
5. 5. Uğurlu, B., Beyhan, Y., Erkut E. 2019. Evaluation of Transported Food Services Provided in Gaziantep Public Hospitals. Zeugma Health Res, 1(1), 9-14. https://sbf.hku.edu.tr/wp-content/uploads/2020/01/zeugma-health-dergi.pdf
6. 6. Üstel, Ö. 2005. An evaluation of the level of satisfaction of staff Gazi hospital receiving the mass catering services, Hacettepe University, Health Sciences Institute, Published Master Thesis, 142s, Ankara.
7. 7. Merdol, MK. 2017. Toplu Beslenme Servisi: Sağlıklı Yönetim Rehberi. 3. Baskı. Tayfur, M., ed. 2017. Beslenme ve Diyetetik Dizisi. Hatipoğlu Yayıncılık, Ankara, 375s.
8. 8. Ellison, B., Savchenko, O., Nikolaus, CJ., et al. 2019. Evaluations of a Food Waste Reduction Campaign in a University Dining Hall. Resources, Conservation and Recycling, 114(9), 276-84. https://doi.org/10.1016/j.resconrec.2019.01.046

9. 9. Beyhan, Y. 2018. Toplu Beslenme Sistemlerinin Yönetim ve Organizasyonu. 2. Baskı. Beyhan, Y., ed. 2018. Ankara Nobel Tıp Kiyableri Dizgi Birimi, Ankara, 300s.
10. 10. Ercan, G., Ok, M. 2018. Validity and Reliability Study of Turkish Form of Hospital Food Services Patient Satisfaction Scale. Türkiye Klinikleri J Health Sci., 3(3), 187-194. http://dx.doi.org/10.5336/healthsci.2018-60053
11. 11. Koçak, FÖ. 2009. Customer Satisfaction in Food Sector and Muğla University Sample, Graduation Project, Süleyman Demirel University, Isparta.
12. 12. Türkiye Statistical Institute-TÜİK. 2016. Adult Education Survey Micro Data Set. https://www.tuik.gov.tr/media/microdata/pdf/yetiskin-egitim.pdf (Accessed 02.03.2020).
13. 13. Dokuyucu, V., İnanç, AL., Paksoy, M. 2016. A Study Towards Determining Information Level of Customers Taking Service from Convenience Food Companies in the City of Kahramanmaraş about Convenience Food Sector. Route Educational and Social Science Journal, 3, 266-83. http://www.ressjournal.com/Makaleler/154313731_13%20Veysel%20Dokuyucu.pdf
14. 14. Bakır, NO., Arslan, FM., Gegez, AE. 2016. Factors Affecting Satisfaction Levels of University Students: A Research on Marmara University Business Administration Faculty Students. Marmara Üniversitesi İktisadi ve İdari Bilimler Dergisi, 38(1), 93-125. https://doi.org/10.14780/iibd.69451
15. 15. Czaniecka- Skubina, E., Gorska-Warsewicz, H., Laskowski, W., et al. 2019. Consumer Choices and Service Quality in the University Canteens in Wasaw. Poland. Int. J. Environ. Res. Public Health, 16(19), 3699. https://doi.org/10.3390/ijerph16193699
16. 16. Takalkar, AA., Kumavat, AP. 2011. Assessment of Personal Hygiene of Canteen Workers of Government Medical College and Hospital, Solapur. Natl. J. Community Med., 2(3), 448–51. https://njcmindia.com/index.php/file/article/view/1941
17. 17. Tayfur, M., Beyhan, Y. 1999. Study on Serving Temperature of the Hot Meals and Their Evaluation by the Pati¬ents. J Nutr and Diet, 28(2), 41-6. https://beslenmevediyetdergisi.org/index.php/bdd/article/view/789
18. 18. Lee, K. 2019. Students’ Dietary Habits, Food Services Satisfaction, and Attitude Toward School Meals Enhance Meal Consumption in School Food Services. J. Nutr Res Pract., 13(6), 555-63. https://doi.org/10.4162/nrp.2019.13.6.555.
19. 19. Rosenbaum, MS., Ward, J., Walker, BA., et al. 2007. A Cup of Coffee with a Dash of Love: An Investigation of Commercial Social Support and Third-place Attachment. J. Serv. Res., 10(1), 43–59. https://doi.org/10.1177/1094670507303011.
20. 20. 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, published master thesis, Oklahoma State University, Stillwater, OK.
21. 21. Kızıltan, G., Merdol, KT. 2000. Evaluation of the Equipment Used in Mass Feeding Institutions Serving Food to Five Hundred and more People per Day in Terms of Quality and Quantity. J Nutr and Diet. 29(1), 17-23. https://beslenmevediyetdergisi.org/index.php/bdd/article/download/824/760/
22. 22. Yanık, A, Yılmaz E. 2011, Evaluation of Food Service Personnel in an Education and Research Hospital Outsourcing Dining Services. Electronic Journal of Vocational Collages, 1(1), 126-139. https://dergipark.org.tr/tr/pub/ejovoc/issue/5395/73184.
23. 23. Lorenz, BA-S., Hartmann, M., Langen, N. 2017. What Makes People Leave Their Food? The Interaction of Personal and Situational Factors Leading to Plate Leftovers in Canteens. Appetite, 116, 45-56. https://doi.org/10.1016/j.appet.2017.04.014.
24. 24. Abdelaal, A., McKay, G., Mackey, H. 2019. Food Waste from University Campus in the Middle East: Drivers, Composition, and Resource Recovery Potential. Waste Management, 98, 14-20. https://doi.org/10.1016/j.wasman.2019.08.007