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Empirical Analysis of Key Drivers of Student Satisfaction with University Catering Services: Application of the SERVQUAL Model

Author

Listed:
  • Jiankai Hao

    (Macau University of Science and Technology)

  • Jianhan Li

    (Macau University of Science and Technology)

  • Yue-Ming Wu

    (Macau University of Science and Technology)

Abstract

Research Background and Purpose: University student cafeterias serve as vital logistical hubs supporting academic and research activities, where service quality directly impacts student satisfaction and campus belongingness. Using the ‘Cheery World’ cafeteria in Building O of Macau University of Science and Technology as a case study, this research employs the SERVQUAL model to diagnose service quality gaps and identify key drivers influencing overall student satisfaction. Our researching method focused on SERVQUAL evaluation framework, which was constructed, which included five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Our study has found three-dimensional discoveries: Firstly, students’ perceived service quality in the cafeteria generally falls short of expectations, particularly in assurance and reliability. Secondly, regression analysis revealed that responsiveness (P=0.455, p 0.7, p

Suggested Citation

  • Jiankai Hao & Jianhan Li & Yue-Ming Wu, 2026. "Empirical Analysis of Key Drivers of Student Satisfaction with University Catering Services: Application of the SERVQUAL Model," Advances in Economics, Business and Management Research,, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6239-672-2_59
    DOI: 10.2991/978-94-6239-672-2_59
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