Employing Servqual and Statistical Process Control Tools in Enhancing University Cafeteria Services in the Philippines

Abstract

Introduction: The quality of university cafeteria services significantly influences student satisfaction, health, and well-being, impacting daily routines and academic performance. In the Philippines, maintaining high standards in university cafeterias is essential for fostering a positive campus environment.

Objectives: This study aims to evaluate and enhance cafeteria services at the University of Science and Technology of Southern Philippines - Cagayan de Oro (USTP-CDO) using the SERVQUAL model, Statistical Process Control (SPC) tools and Cause and effect analysis.

Methods: A survey was conducted with 355 participants, comprising students, faculty, and staff. The SERVQUAL model assessed service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The survey results were analyzed using mean scores. SPC tools were employed such as Pareto analysis to identify critical factors affecting service quality, Individual and Moving Range (I-MR) charts, to monitor the stability and variability of key service processes, including ambiance, space, food quality, and cleanliness. Cause and effect were presented through Fishbone structure.

Results: The findings revealed significant dissatisfaction with the cafeteria's ambiance and space with specific issues such as poor ventilation and overcrowding identified as major concerns. While the food quality was generally rated positively, improvements in ambiance and space management were deemed necessary. The I-MR charts indicated that some processes were under statistical control, but there were areas with notable variations requiring attention.

Conclusion: Based on the results, targeted suggestions were formulated to address these challenges, including enhancing ventilation systems, increasing seating capacity, and optimizing layout. These improvements aim to create a more comfortable and satisfying dining experience for customers. This research provides a comprehensive framework for evaluating and improving cafeteria services using SERVQUAL and SPC methodologies. This combined approach aims to achieve higher service consistency, enhance customer satisfaction, and maintain high standards in university cafeteria services. This research provides valuable insights and a framework for other universities aiming to enhance their cafeteria services