Use of the Service Attribute Matrix To Measure Consumer Satisfaction
- 1 February 1994
- journal article
- Published by SAGE Publications in Hospitality Research Journal
- Vol. 17 (2) , 63-75
- https://doi.org/10.1177/109634809401700207
Abstract
Albrecht and Bradford's service attribute matrix was used to determine at tributes leading to customer satisfaction and dissatisfaction in a college university foodservice. Customer satisfaction/dissatisfaction was measured from a self-admin istered questionnaire. Two hundred and twelve questionnaires were returned for a response rate of 66.7%. In general, the most important attributes to the customers in the university cafeteria were quality of food, convenient location, cleanliness, and reasonable price. Attributes for each meal were sorted into the matrix according to their level of importance and the satisfaction score. Competitive strengths were found for all meals (breakfast, lunch, and dinner) in quality of food, cleanliness, convenient location, and nutritious food categories, whereas a competitive vulner ability in the category of the price charged was found for two of the meals (lunch and dinner). The Albrecht and Bradford model appears to be useful in analyzing customer satisfaction/dissatisfaction.This publication has 4 references indexed in Scilit:
- Defining Corporate Strengths And Weaknesses: Is It Essential for Successful Strategy Implementation?Hospitality Education and Research Journal, 1988
- Key Factors in Guest SatisfactionCornell Hospitality Quarterly, 1988
- A Taxonomy of Consumer Satisfaction/Dissatisfaction MeasuresJournal of Consumer Affairs, 1977
- Dissatisfied Consumers: Who Gets Upset and Who Takes ActionJournal of Consumer Affairs, 1975