INSTITUTIONAL FOODSERVICE ATTRIBUTES ON STUDENT SATISFACTION: A STUDY AMONG HOSPITALITY STUDENTS OF INSTITUT KEMAHIRAN TINGGI BELIA NEGARA (IKTBN) ALOR GAJAH, MELAKA

In the business context, “customer satisfaction” refers to evaluating how well a company’s products or services align with customer expectations. Within a facility, the Institutional Foodservice, such as dining halls, holds a significant role in the dormitory setup. These dining spaces provide students with opportunities to socialize, dine, and engage with peers and faculty from diverse backgrounds. This fosters a sense of community on campus. Specifically, the Institutional Foodservice at IKTBN Alor Gajah is located near the student dormitory block. This research comprises a descriptive survey aimed in assessing student satisfaction with the Institutional Foodservice. Data for this study were collected through questionnaires distributed to hospitality students at IKTBN Alor Gajah, resulting in a sample of 226 respondents. Data analysis employed Statistical Package for Social Sciences (SPSS) version 15.0 for Windows, and the findings were summarized in terms of frequency, percentage, mean, and standard deviation. The study’s findings revealed that, among three factors—food quality, service quality and atmosphere the highest mean score was attributed to cleanliness (atmosphere factor), with a mean score of 3.17 and a standard deviation of 0.69. Conversely, the lowest mean score was associated with employee helpfulness (service quality factor), with a mean score of (M=2.12) and a standard deviation of 1.18. This research was initiated with the objective of offering recommendations and assistance to the related stakeholders, with the ultimate goal of improving the performance of the Institutional Foodservice.