Measuring Customer Satisfaction towards Cafeteria Services in Primary Health Care Setting: A Cross-Section Study among Patients and Health Care Providers in Bintulu, Sarawak

In Malaysia, the total number of patients accessing primary health care institution increased from 137,604 in 2008 to 141,593 in 2012. Tremendously large numbers of patients on primary health care institution have unquestionably raised the expansion of demand for food service availability and quality on institution. The objective of this study was to determine the levels of satisfaction (food quality, service quality, ambience, price and portion) among patients and staffs on the cafeteria facilities in Klinik Kesihatan Bintulu, Sarawak. A self-reported questionnaire was administered to 256 subjects at Polyclinic Bintulu from May to August in 2014. The findings showed that all four attributes turn out to be the dissatisfied attributes among staffs; in contrast, patients incline towards satisfaction on the attributes of food, service and ambience quality. Staffs and patients showed significant difference (p < 0.0) on the satisfaction level towards the three attributes of food, services and ambience quality. Although both groups dissatisfied toward the price and portion attributes, the dissatisfaction toward food service operator among staffs (M = 2.05) was significantly higher (p < 0.0) when comparing with patients (M = 2.40). Respondents believed that introducing menu of the day and increasing menu variation were the two supplementary factors that may increase satisfaction level.