KEY PERFORMANCE INDICATORS OF CAFETERIA SERVICES AND CUSTOMER SATISFACTION AT MALAYSIAN PUBLIC UNIVERSITIES

Abstract

Leveraging Key Performance Indicators (KPIs) is essential for managing services that resonate with corporate objectives. In a competitive landscape, sustaining customer loyalty hinges on achieving high customer satisfaction. By diligently monitoring KPIs, operational effectiveness in university cafeterias can be significantly enhanced, as the ability to attract and retain students is intricately tied to their dining experience. This study aimed to assess the KPI levels for cafeteria services at Universiti Tun Hussein Onn Malaysia (UTHM) and explore their relationship with user satisfaction. Using a quantitative methodology, a survey was conducted among 101 staff and students at UTHM, with the data analysed using descriptive statistics and correlation analysis. The findings revealed that while most KPIs showed stable performance (averaging 3.32-3.66), a notable gap exists between the highest-performing indicator, employee productivity and satisfaction (3.67), and the lowest, waste reduction (3.23). Furthermore, the study identified significant positive correlations between user satisfaction dimensions—specifically, operational efficiency, food quality, and service speed—and overall cafeteria KPIs. In conclusion, the study highlights that while UTHM cafeterias maintain consistent service quality, strategic improvements in waste management and safety practices are necessary to enhance the dining experience. Implementing targeted recommendations, such as diversifying menus and stabilising pricing, will further strengthen institutional performance and student well-being.