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Service at UiTM residential hostel cafeterias - is it satisfactory?


Abd Ghani, Fatimah and Mohd Zahari, Mohd Salehuddin and Ramli, Noorazlin and Jusoff, Kamaruzaman and Md. Zaini, Zetty Madina and Hamid, Munirah and Samsudin, Azlina and Ngali, Norzaidah and Rahmat, Norazlina (2011) Service at UiTM residential hostel cafeterias - is it satisfactory? World Applied Sciences Journal, 12. pp. 8-13. ISSN 1818-4952; ESSN: 1991-6426


Students are sandwiched between the intensity of time to be devoted to their studies and to pursue their nutritional requirements. Hence, they are pressured to patronize the university’s food service as an alternative source to for food and beverages. This study empirically examines students’ acceptance level and satisfaction on the service delivery attributes at Universiti Teknologi MARA (UiTM) hostel cafeterias. Through self-reported experiences on three dimensions of service delivery attributes, students who reside in UiTM Shah Alam hostels, namely Kolej Seroja, Kolej Anggerik and Kolej Perindu went through a questionnaire survey. Results revealed that food and beverages and service attributes are the major determinants looked at by students when dining at UiTM hostel cafeterias and they had the same expectations as other restaurant customers. They expect decent food and beverages with an acceptable degree of service. Nevertheless, their expectations were not met. In conclusion, UiTM as an educational institution should have more systematic procedures in combating the above mentioned issues for the benefit of students as stakeholders and at the same time boost confidence among parents or guardians. Therefore, the students’ expressions on these attributes have directly given significant impact not only to them but also to the operators as well as UiTM as a whole.

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Official URL or Download Paper: https://www.idosi.org/wasj/wasj12(SSTE)2011.htm

Additional Metadata

Item Type: Article
Divisions: Faculty of Forestry
Publisher: IDOSI Publications
Notes: Special issue on Service Sector Transforms the Economy
Keywords: Service delivery; Satisfaction; Hostel; Cafeteria
Depositing User: Nabilah Mustapa
Date Deposited: 06 Jul 2020 03:39
Last Modified: 06 Jul 2020 03:39
URI: http://psasir.upm.edu.my/id/eprint/37422
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