Effects of Perceived Quality and Perceived Value of Campus Foodservice on Customer Satisfaction: Moderating Role of Gender

Abstract

This study investigated the effects of gender, perceived quality and perceived value of campus foodservice on customer satisfaction. A total of 346 participants were surveyed at a large, public university in the Southwest United States. The relationships among three latent constructs (perceived quality, perceived value, and customer satisfaction) were measured using structural equation modeling. The findings showed that both perceived quality and perceived value had significant effects on customer satisfaction. Furthermore, gender had a significant moderating role on the relationship between perceived quality and perceived value.

Keywords:

• Campus foodservice
• customer satisfaction
• perceived quality
• perceived value