An Empirical Analysis of Canteen Service Quality and Student Satisfaction in Multi-Ethnic Universities in Northwest China
DOI:
https://doi.org/10.63053/ijmea.88Keywords:
Northwest China; multi-ethnic university; university canteen; student satisfaction; factor analysis.Abstract
This study aims to identify practical gaps in canteen service quality and the heterogeneous patterns of its influencing factors in multi-ethnic normal universities, taking Northwest Normal University as the research sample. Data were collected via an online questionnaire survey using stratified sampling over a three-month period. A total of 620 questionnaires were distributed and 586 were returned, yielding a response rate of 94.52%. After excluding 26 invalid responses, 560 valid samples were retained, with an effective rate of 90.32%.Grounded in established frameworks including the ACSI student satisfaction model and the SERVQUAL service quality scale, this study conducts quantitative empirical analysis via Stata 15.0, integrating one-way ANOVA, cross-tabulation analysis, reliability and validity tests, factor analysis, multiple linear regression, and the Importance-Performance Analysis (IPA) model.Results indicate that the overall student satisfaction with university canteens reaches 4.38 on a 5-point scale, representing a relatively high level, yet significant disparities exist across evaluation dimensions. Building on three tiers of governance—frontline canteen operation, logistics coordination, and university-level decision-making—this paper proposes hierarchical and actionable optimization strategies covering standardized food supply, staggered peak flow diversion, full-scope hygiene management, smart canteen upgrading, closed-loop supervision, multi-ethnic dietary support, and targeted funding allocation.
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