Service Quality Assessment of Smart Campus Dining Services: Combining SERVQUAL and IPA Models

This study evaluates the service quality of smart campus dining services as a core element of sustainable school meal governance and health-promoting campus environments. A structured questionnaire grounded in the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—was administered to 375 users of a smart campus catering platform, including students, faculty and staff, and education administrators from 20 counties and cities in Taiwan. The data were analyzed using gap analysis, confirmatory factor analysis, multiple regression, and Importance–Performance Analysis (IPA) to identify major service quality gaps and sustainability-oriented improvement priorities. The results show that tangibles, reliability, responsiveness, and assurance significantly predict overall service quality, with assurance exerting the strongest effect, while empathy is highly correlated with the other dimensions. IPA further indicates that outdated or insufficient smart facilities fall into the high-importance/low-performance area and thus represent a critical weakness. These findings provide empirical evidence for data-driven and user-centered management of school meal services, supporting more efficient resource allocation, AI-assisted menu planning, and IoT-based food safety monitoring. By linking service quality assessment with sustainable campus governance, the study contributes to efforts to promote healthy eating, reduce food waste, and strengthen localized food supply collaboration, in line with Sustainable Development Goals related to health, education, and responsible consumption.