한식 외식업체의 환경특성과 서비스품질 및 재구매 의도에 관한 연구를 실증 조사하여 살펴봄으로써 한식 외식업체의 어떠한 환경특성 요인이 서비스품질과 고객의 재구매 의도에 영향을 미치는 가를 살펴보았다. 첫째, 27개의 한식 외식업체 환경특성에 대한 요인분석 결과, 불평에 대한 처리와 외식업체에서의 전망 변수를 제외하고 서비스 요인, 분위기 요인, 식음료 요인, 이벤트 요인 등의 4개 요인이 도출되었다. 둘째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 서비스 요인과 식음료 요인이 서비스품질 중에서 종사원 서비스품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 서비스 요인과 식음료 요인, 그리고 이벤트 요인이 서비스품질 중에서 식음료 서비스품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 분위기 요인은 서비스품질(종사원 서비스품질, 식음료 서비스 품질)에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 다섯째, 실증분석 결과 서비스품질 요인들인 종사원 서비스 품질과 식음료 서비스품질은 각각 재구매 의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 이와 같이 한식 외식업체의 환경특성과 서비스품질 및 재구매 의도에 관한 연구를 실증 조사하여 각각의 관계를 살펴본 결과, 다음과 같은 시사점을 나타낼 수 있다. 첫째, 기존 선행 연구에서와 같이 분위기 요인을 제외하고는 모든 환경특성 요인들이 서비스품질에 영향을 미치는 것으로 나타났다. 이는 한식 외식업체를 이용하는 이용 고객이 일반 서양의 레스토랑을 이용할 때와는 다르게 분위기 요인에 대하여 크게 관심을 두지 않기 때문이란 것을 나타낸다. 둘째, 전반적 종사원 서비스품질과 식음료품질이 재구매 의도에 영향을 미치는 것으로 나타났다. 이러한 결과는 한식 외식업체에 있어서 종사원의 전반적인 서비스품질과 식음료품질에 영향을 미치는 요인이 무엇인가를 확인하고 이를 강화하기 위한 전략을 수립하여야 한다는 것을 의미한다. 셋째, 본 연구의 결과는 한식 외식업체들이 고객들의 재구매 의도를 높이기 위해서는 한식 외식업체의 서비스요인, 식음료요인, 이벤트 요인 등을 강화함으로써 전반적인 종사원 서비스 품질과 식음료품질을 높이는 전략을 취해야 한다는 것을 시사해주고 있다. 본 연구는 대구 경북소재 한식 외식업체만을 대상으로 하여 연구를 실시하여 연구의 일반화와 한식 외식업체를 이용하는 이용 고객들이 한식 외식업체를 재방문하는 재구매 의도가 발생하는데 있어 발생하는 과정을 설명하는 종단적 연구를 실시하지 못한 한계점을 가지고 있다.

The purpose of this study was to analyze staff satisfaction with staff foodservice in hospitals. The study compared the hospital staff's expectations and perceptions of foodservice. The quality satisfaction values were indicated as the differences between their expectations and perceptions. The subjects were 643 hospital staff in 11 Daegu . Kyungpook hospitals. Written questionnaires were used to collect the data. The completion rate was 76.9%. There were 17 attributes for foodservice quality, which were divided by factor analysis into four main quality factors; sensory, nutrition, sanitation and service. The high expectation and low perception items on the expectation and perception grid were: seasoning of the meals, taste of the meals, variety of the menu, nutritional considerations, cleanliness of the dishes, and prompt handling of meal complaints. On all the attributes measured, expectations were higher than perceptions. The quality satisfaction values were all negative. There were highly significant(p<0.001) correlations between quality satisfaction and variety of the menu(r=0.783), nutritional considerations(r=0.770), prompt dealing with meal complaints(r=0.762), cleanliness of meals(r=0.689), and courtesy of employees (r=0.653). There is a need to improve taste, menu variety, nutrition, sanitation, speed of handling meal complaints, and courtesy.

Following the recent policy, enlargement of foodservice and contracted management systems of high school foodservices have been accelerated, and the scales of foodservices have been gradually increased. A sudden growth of domestic foodservice companies have remarkably disparated. Yet compared to that of the foodservice control in advanced countries, domestic foodservice control has a lot more to learn. Due to the characteristics of foodservice establishment serving many people at a time, there is always a high potential of food borne outbreak. The purpose of this study was to evaluate hazard factors in the steps of production, holding and assembly and service of fried curry hair-tail, cold seaweed and cucumber, fried pork cutlet, that were served by contracted management in high school foodservice centre, then to suggest method of control with the Hazard Analysis Critical Control Point(HACCP) program. Also we suggested the possibility that the contracted management of foodservice system can be established and utilized to identify the variation of holding temperature among foods up to 6 hours after cooking. The results are as follows; The hazard factors in food product had come from the temperature, time, pH, Aw, equipment and utensils. The critical control point(CCP) of each food product; curry hair-tail, cold seaweed and cucumber and pork cutlet was cooked and held before serving, prepared and held before serving, cooked and held before serving, and prepared, cooked and held before serving, respectively.

The purpose of this study was to analyse serving size, plate waste, and sensory evaluation on menu of university foodservice. This study was conducted in three restaurant of one university for 14 days, 1995. The serving size of food was measured by weighing machine. The plate waste of food was calculated by the aggregative selective plate waste measurement technique. Questionnaires of sensory evaluation were developed and hand-delivered at three restaurants. Rating criteria of sensory evaluation were appearance, taste, temperature, color, flavor, texture and overall quality. The plate waste of side dish were 35.5%, 42.5%, and 39.2% in A, B, and C restaurants. The plate waste of kimchi were 46.8%, 36.3%, and 55.9% in A, B, and C restaurants. So, university foodservice manager should concern quality of side dish and kimchi. The score of fried food in sensory evaluation was low. So, batch cooking was needed. The score of rice in sensory evaluation of C restaurants was very low. Therefore, steam ice cooker in C restaurants should be changed by gas automatic rice cooker.

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, 2-test, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of 「convenience」, 「food quality」 and 「menu variety」were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables 「menu variety」 and 「facilities」in 'self-operated' operations, whereas 「food quality」, 「menu variety」 and 「price」 in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression 「food quality」(p〈.001), 「price」(p〈.001), 「facilities」(p〈.001), 「convenience」(p〈.001), 「menu variety」(p〈.001), 「manager's attitude」(p〈.0l), and 「atmosphere」(p〈.01), in decreasing order, significantly impacted on 「overall customer satisfaction」.

본 연구는 학교급식에서 Cook/chill system으로 생산 가능한 음식으로 돼지 불고기를 선정하고 모의실험을 통해 급식생산체계를 반복 실시함으로서 식품 위해 분석 중요관리점(HACCP)을 규명하고, 저장기간중의 음식품질 평가를 통해 합리적인 저장기한을 설정하고자 수행되었으며, 그 연구결과는 다음과 같다. 돼지불고기는 냉동상태로 운반되지 않아 온도상승이 일어난 검수 단계를 제외하면 각 생산 단계별 기준이 준수된 양호한 상태 하에서 생산된 것으로 나타난다. 생산단계별 미생물 분석결과, 원재료($4.26{\pm}0.11\;Log\;CFU/g$)에서 중온균수가 조리하지 않은 식품 기준 이내이나 다소 높게 나타났고, 양념장($5.97{\pm}0.04\;Log\;CFU/g$)에서는 조리하지 않은 식품 기준에 근접한 수준이었으며, 양념으로 재우는 과정($5.56{\pm}0.21\;Log\;CFU/g$)도 위험 수준이었다. 가열 조리 후 최종 음식온도가 $8.25{\pm}3.54^{\circ}C$에 도달하였으나 중온균수($5.17{\pm}0.04\;Log\;CFU/g$)가 급식 단계 음식기준을 초과한 위험한 수준이었고, 기타 미생물은 검출되지 않았다. 급속 냉각과 저장 1일, 3일, 5일 동안도 중온균수가 급식단계 음식 기준에 근접한 위험한 상태였고 기타 미생물은 검출되지 않았다. 재가열 처리에 의해 저장 1일($4.62{\pm}0.22\;Log\;CFU/g$), 3일($4.55{\pm}0.20\;Log\;CFU/g$), 5일($4.25{\pm}0.16\;Log\;CFU/g$) 모두 중온균수는 감소하여 급식단계 음식기준에 충족한 상태가 되었다. 배분 3조건에서도 급식단계 음식 기준 이내에 들었다. 저장 5일간 이화학 분석 결과 pH, 산가, 휘발성 염기 질소 모두 저장 5일에 유의적으로 증가하였고, 관능평가에서는 모든 항목들이 유의적인 차이를 보이지 않았다. 티아민 정량 분속 결과 ,가열 전의 티아민 함량을 100%으로 했을 때, 가열 후에는 78.6%로 손실이 일어났으며, 냉각과 저장 1일, 3일은 티아민 손실을 거의 일으키지 않는 것으로 나타났다. 그러나 저장 5일에는 티아민이 현저히 저하되어 62.5% 보유에 그쳤다. 저장기간에 따른 미생물적, 이화학적, 관능적 품질을 분석한 결과와 티아민 함량의 변화를 고려하여 돼지불고기의 저장기한을 3일로 제안하며, 생산 단계별 온도-소요시간 측정 및 미생물 분석을 통해 규명된 중요관리점은 돼지고기와 양념장재료인 파, 마늘, 생강의 구입 및 검수, 가열조리, 냉각, 저장, 재가열과 배식단계였다.

본 연구는 학교급식에서 Cook/chill system으로 생산 가능한 음식으로 삼치구이를 선정하고 모의실험을 통해 급식생산체계를 반복 실시함으로서 식품 위해 분석 중요관리점(HACCP)을 규명하고, 저장기간중의 음식품질 평가를 통해 합리적인 저장기한을 설정하고자 수행되었으며, 그 연구결과는 다음과 같다. 심치 구이의 온도소요시간 측정 결과, 온도상승이 일어난 검수 단계를 제외하면 각 생산단계별 온도-소요 시간 기준이 준수된 양호한 상태 하에 삼치구이가 생산되었음을 알 수 있었다. 삼치구이의 생산단계별 미생물 분석 결과 , 중온성 표준평판 균수의 경우 원재료 ($2.58{\pm}0.12\;Log\;CFU/g$)에서 냉장보관($2.70{\pm}0.42\;Log\;CFU/g$)까지의 품질은 우수하였다. 양념장으로 재우는 과정($3.82{\pm}0.52\;Log\;CFU/g$)에서 반복 실험중 일차에서만 대장균군, 분변성 대장균군이 각각 0.84 Log MPN/g으로 검출되었다. $160^{\circ}C$, 10분의 습열 조리와 $180^{\circ}C$, 3분의 건열 조리를 통해 삼치구이 내부온도는 $76^{\circ}C$로 측정되었는데, 조리 직후 심치구이에서는 중온균 ($1.83{\pm}0.49\;Log\;CFU/g$)만 검출되었고 저온균, 대장균군, 분변성 대장균군은 검출되지 않았다. 급성 냉장과 저장 5일을 거치는 동안 중온균은 거의 검출되지 않았으며 나머지 분석대상 미생물도 검출되지 않았다. 재가열과 배분단계에서도 분석대상 미생물이 전혀 검출되지 않았다. 삼치구이 전 생산단계에 걸쳐 Salmonella 와 Listeria monocytogenes는 검출되지 않았다. 5일의 저장동안 분석된 삼치구이의 pH, 산가, 휘발성 염기질소(TVBN) 함량과 관능 평가 결과, 삼치구이의 저장기한은 4일 이내로 제안되었다. 규명된 CCPs는 삼치의 구입과 검수, 가열 조리, 냉각, 냉장, 재가열 및 배식 단계였다.

Consumer's perceptions of the qualities of food and food-related services were surveyed through questionnaires by 672 adults randomly selected from 20 industrial foodservice in Pusan and Kyeung Nam area. The results are as follows: 1) By age, the elderly group gaved the highest mean score not only for freshness and temperature among the food characteristics but also for cleanliness of dishes and materials of dishes among the food-related service. 2) By occupation, the white collar worker group gaved the highest mean score in all characteristics of food and food-related service than did the blue collar worker group. Especially for courtesy of employees, the mean rating given by the white collar worker group was 3.15/5.00, but by the blue collar worker group was 2.67/5.00. 3) Good appetitive group rated taste of food 3.15/5.00, quality of food vs. food price 3.17/5.00, and freshness 3.15/5.00. But poor appetitive group rated taste of food 2.44/5.00, quality of food vs. food price 2.65/5.00, and freshness 2.70/5.00. 4) Men agreed that the rice and soup were right in amount. And women responded that the rice was in a large amount and the soup was not enough. 5) The white collar worker group agreed that the rice, the soup, the side dish, and the kimchi were right in amount. However the blue collar worker group agreed that the rice was right in amount, the soup and the side dish were not enough, and the kimchi was in a large amount. For seasoning of food, the white collar worker group responded that the salty taste and the hotness were just right. But the blue collar worker group responded that the food was neither salty nor hot at all. 6) The taste of food was shown to be positively correlated (p<0.001) with various food item combinations, freshness of food, and the variety of cooking methods.

This study was carried out to develop the computer-assisted Hazard Analysis and Critical Control Point (HACCP) program for a systematic approach to the identification, assessment and control of hazards for foodservice manager to assure the microbiological quality of food in hospital foodservice operations. Sanitation practices were surveyed and analyzed in the dietetic department of 4 hospitals. Among them, one 762-bed general hospital was selected as standard model to develop computer-assisted HACCP program. All data base files and processing programs were created by using Foxpro package for easy access of HACCP concept. HACCP program was developed based on the methods suggested by NACMCF, IAMFES and Bryan. This program consisted of two parts: the pre-stage for HACCP study and the implementation stage of the HACCP system. 1. Pre-stage for HACCP study includes the selection of menu item, the development of the HACCP recipe, the construction of a product flow diagram, and printing the HACCP recipe and a product flow diagram. A menu item for HACCP study can be selected from the menu item lists classified by cooking methods. HACCP recipe includes ingredients, their amount and cooking procedure. A flow diagram is constructed based on the HACCP recipe. The HACCP recipe and a product flow diagram are printed out. 2. Implementation of HACCP study includes the identification of microbiological hazards, the determination of critical control points, the establishment of control methods of each hazard, and the complementation of data base file. Potentially hazardous ingredients are determined and microbiological hazards are identified in each phase of the product flow. Critical control points (CCPs) are identified by applying CCP decision trees for ingredients and each process stage. After hazards and CCPs are identified, criteria, monitoring system, corrective action plan, record-keeping system and verification methods are established. When the HACCP study is complemented, HACCP study result forms are printed out. HACCP data base file can be either added, corrected or deleted.

This study researched microbial change of quality according to the various phases of product flow of cooked pea and rice, cold cucumber and seaweed soup, soybean sprouts japchae feeding urban type of a commissary school and a satellite school in Daejeon area, also it suggested the possibility that the central commissary foodservice system can be established and utilized more developmental to identify its food of variation of temperature and state of safety unitl 3 hours after cooking for the case of delay of distribution and holding because of the satellite school of geographical location and traffic problem. The critical Control Points identified for each category of menu items were: Boiled pea and rice: inadequate distribution, holding and storing before assembly; Cold cucumber and seaweed soup: pre-preparation and post-preparation after cooking; Soybean sprouts japchae: Pre-preparation, post-preparation and storing. As the result of observation of the variation of temperature and microbial safety according to the delay of distribution and holding for each food, all of them were relatively safe until 3 hours after cooking, but cold cucumber and seaweed soup being stored for 3 hours, the value of E. coli is 103 CFU/g. The variation of temperature was more extreme in soybean sprouts japchae than cooked pea and rice and cold cucumber and seaweed soup. It was proved that the stainless container was excellent and that adequate holding container should be used.