법정 식품위생교육의 서비스 품질 평가 및 개선 연구

Objective:This study aims to conduct an in-depth analysis of the service quality of mandatory food hygiene education for new foodservice business owners in Korea and to propose improvement measures to maximize the effectiveness of the education. Methods:This study used the SERVPERF model to evaluate five dimensions of service quality-angibility, reliability, responsiveness, assurance, and empathy. Kano model was used to categorize service attributes into different satisfaction types, and Timko’s customer satisfaction coefficient was adopted to measure the degree of satisfaction and dissatisfaction of customer satisfaction, and the PCSI index was applied to determine priorities for service improvement. Results:The overall service quality of the mandatory hygiene education was assessed to be at a satisfactory level. However, several items showed high potential for improvement in the dimensions of responsiveness and empathy. Key improvement factors identified include “courteous responses from staff,” “clarity and delivery of content by instructors,” “active support from instructors and staff,” “simplicity of the registration process,” and “feedback of instructors on questions.” Implications:This study proposes specific improvement measures based on the empirical evidence. These findings are expected to enhance the hygiene management competencies of foodservice industry workers, contributing to the promotion of public health and strengthening the competitiveness of the foodservice industry.