Impact of canteen service quality on student satisfaction in higher education
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Canteen Service Quality and Student Satisfaction in Higher Education
Key Dimensions of Canteen Service Quality
Research consistently shows that several dimensions of canteen service quality directly impact student satisfaction in higher education settings. The most influential factors include tangibility (physical facilities, equipment, and appearance), responsiveness (promptness and willingness to help), reliability (consistency and dependability), empathy (caring and individualized attention), and assurance (confidence and trust in service) Chand2025Galabo2019Baranidharan2017+2 MORE. Among these, tangibility, responsiveness, and empathy are often highlighted as the strongest predictors of student satisfaction with canteen services Chand2025Galabo2019Darawong2019.
Physical Environment and Cleanliness
The physical environment of the canteen, including cleanliness, ambiance, and the quality of facilities, plays a significant role in shaping students’ perceptions and satisfaction levels. Studies indicate that students are more satisfied when canteens are clean, well-maintained, and provide a comfortable atmosphere Chand2025Raihen2023Galabo2019. Tangibility, which encompasses these aspects, is repeatedly found to have a significant positive effect on satisfaction Chand2025Galabo2019Baranidharan2017.
Food Quality, Variety, and Pricing
Food quality, variety, and fair pricing are critical components of canteen service quality. Students report higher satisfaction when the food is fresh, diverse, and reasonably priced . These factors not only contribute to their overall well-being but also enhance their ability to focus on academic and personal pursuits . Price justice and food variety are also important for ensuring that students feel they are receiving good value for their money .
Staff Behavior and Responsiveness
The behavior of canteen staff, including their friendliness, helpfulness, and responsiveness to student needs, is another key driver of satisfaction. Prompt service and a willingness to address student concerns contribute to a positive canteen experience Raihen2023Galabo2019Darawong2019. Responsiveness is often cited as one of the most influential dimensions of service quality in both canteen and broader higher education contexts Chand2025Galabo2019Darawong2019.
Broader Service Quality and Student Satisfaction in Higher Education
Beyond canteen services, the overall service quality in higher education institutions—including campus facilities, academic services, and support services—has a strong and positive impact on student satisfaction Seitova2024Pallavi2024Baranidharan2017+3 MORE. The SERVQUAL model, which includes tangibility, reliability, responsiveness, assurance, and empathy, is widely used to assess these dimensions and their relationship to satisfaction Baranidharan2017Amin2020Dugenio-Nadela2023. Improvements in these areas not only enhance satisfaction but also contribute to student loyalty and institutional performance Seitova2024Pallavi2024Annamdevula2016.
Conclusion
In summary, the quality of canteen services—especially tangibility, responsiveness, empathy, food quality, and staff behavior—significantly influences student satisfaction in higher education. Cleanliness, ambiance, and fair pricing further enhance the student experience. Continuous improvement in these service quality dimensions is essential for higher education institutions aiming to boost student satisfaction and overall institutional success Chand2025Raihen2023Galabo2019+7 MORE.
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