ASSESSMENT OF STRATEGIES FOR IMPROVING THE QUALITY OF CAFETERIA SERVICES

ABSTRACT In the restaurant business, satisfied customers are more likely to return and promote the establishment through positive word-of-mouth. Studies have shown that restaurants that generate repeat patronage enjoy long-term success. Despite the presence of many school cafeterias worldwide, limited information exists about how these establishments ensure service quality. This study investigates students’ perceptions of food quality and service delivery at the Kano State Polytechnic, School of Technology. A total of 63 respondents were surveyed. The findings revealed that customers were generally satisfied with food quality, service quality, value for money, and location convenience. However, lower satisfaction levels were recorded for payment convenience and portion size. Significant differences were observed between male and female respondents and between younger and older customers. The results suggest the need for improved and customized strategies aimed at customer satisfaction and retention. Understanding customer preferences and the quality indicators that influence their choices can help hospitality managers and cafeteria operators enhance their competitiveness and service delivery.