Get
Acrobat Reader
Acrobat Version of Report
EXECUTIVE SUMMARY: Slightly more than one-half of the students surveyed reported being either somewhat or very satisfied with the Dining Services. Almost ninety percent of the students said they are either very or somewhat satisfied with the self-service in the dining halls. Higher percentages of students are satisfied with the daily breakfasts and weekend brunches than with the lunches or dinners served by the dining halls. Of the specific food items served, the beverages and the deli bar/summit subs received the highest percentages of respondents reporting that they are very or somewhat satisfied, while the main entrees are rated the lowest in terms of overall satisfaction. Over ninety-percent of the students surveyed said that they are very or somewhat satisfied with the dining halls' extended hours.
On Tuesday, October 29, 1996, Project Pulse conducted a food services satisfaction survey for the University of Massachusetts Dining Services. Project Pulse interviewers attempted to contact 1002 students who had been selected randomly from the entire on-campus undergraduate student population. Pulse interviewers successfully contacted 569 of these students, and 516 agreed to participate in the survey. The average age of the respondents is 19, with 45% (n=247) female and 55% (300) male. Additional respondent characteristics are shown in Table 1. The response rate for the survey was 52%. The final disposition of the calling list is displayed in Table 2.
|
Table 1: Respondents'
Demographics
|
|
|
|
%
|
| Female |
45.2
|
| Male |
54.4
|
| First-year |
41.4
|
| Sophomore |
28.6
|
| Junior |
18.5
|
| Senior |
11.5
|
| Northeast |
11.0
|
| Sylvan |
13.7
|
| Orchard Hill |
11.5
|
| Southwest |
45.2
|
| Other University housing |
0.2
|
|
Table 2: Final Disposition
of the Sample
|
|||
|
|
N
|
% of Total
|
% of Contacted
|
| In & cooperated |
516
|
51.1
|
90.7
|
| Contacted, but refused |
53
|
5.3
|
9.3
|
| Not contacted |
414
|
41.3
|
|
| Unobtainable phone no. |
11
|
1.0
|
|
| Ineligible |
8
|
0.8
|
|
| Totals |
1,002
|
100.0
|
100.0
|
Figure 2 shows the percentage of respondents who reported being either very or somewhat satisfied with the variety and quality of the food offered and the self service option offered by dining services.
The next set of questions asked students to report their overall level of satisfaction with the food served at different meals. Students are most satisfied with the Brunch food served in the dining halls as 81.2% (n=307) said they are somewhat or very satisfied. Students are least satisfied with the dinner food, as almost half (46.4%, n=224) said they are very or somewhat dissatisfied. Figure 3 summarizes students' level of satisfaction with Breakfast, Lunch, Dinner, and Brunch food served in the dining halls by showing the percentage of respondents reporting they are very or somewhat satisfied.
In the next battery of questions Pulse interviewers asked students to report their level of satisfaction with specific foods and special events offered by the dining services. The four food categories with the highest percentage of respondents reporting that they are very or somewhat satisfied are the Fruit Juices, Other Beverages, the Deli Bar/Summit Subs, and the Salad Bar. The Pasta, Salad Dressings, Desserts, and Vegetarian Entrees are the four food items that received the next highest levels of satisfaction. The last three food items, Pizza, Fast Food, and Main Entrees received the lowest percentages of respondents reporting that they are very or somewhat satisfied (see Figure 4).
In response to the question, "How satisfied are you with the Special Events, such as Apple-Cranberry Harvest, and Bread and Spread Buffet?" over one-quarter (25.9%, n=92) said they are very satisfied, just over half (54.9%, n=195) said they are somewhat satisfied..
The next five questions investigated students' attitudes about dining hall cleanliness, the courteousness of dining hall staff, the dining hall hours of operation, and size of the dining halls. Over one-fifth (21.5%, n=104) of the respondents said that the dining halls are "very clean" while over three-fifths (63.1%, n=305) think that the dining halls are "somewhat clean." Students were asked about the courteousness and helpfulness of the dining hall staff. Majorities of students feel that the dining hall staff are either somewhat or very courteous, and somewhat or very helpful (see Figures 5 and 6).
In response to the question, "How satisfied are you with the Dining Halls' new, extended hours from 7AM to 7PM?," over ninety percent (n=432) said they are very or somewhat satisfied. In response to the question, "How satisfied are you with the size of the dining halls," an overwhelming majority said either very satisfied (58.2%, n=280) or somewhat satisfied (34.1%, n=164).
ITEM-BY-ITEM
Project Pulse October 29, 1996
Dining Services Survey (F96-F)
Hello, is this ______? My name is ______. I'm calling you tonight for
Project Pulse, of the Student Affairs Research Office at UMass. Tonight
we are conducting a survey for the Dining Services in order to assess
student satisfaction with the food and service in the dining halls.
You have been randomly selected from the entire on-campus population
to participate in tonight's survey. All of your responses are
completely confidential. Feel free to ask questions at any time.
Are you currently on a University meal plan?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Yes 1 486 88.2 88.2 88.2
No 2 65 11.8 11.8 100.0
------- ------- -------
Total 551 100.0 100.0
Valid cases 551 Missing cases 0
(if NO to previous, SKIP TO ATM questions)
Which meal plan are you on at present?
Valid Cum
Value Label Value Frequency Percent Percent Percent
10 meal plan 1 59 12.1 12.2 12.2
14 meal plan 2 369 75.9 76.1 88.2
19 meal plan 3 50 10.3 10.3 98.6
Butterfield plan 5 7 1.4 1.4 100.0
dk/refused 6 1 .2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 485 Missing cases 1
Overall, how satisfied are you with the Dining Services?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 29 6.0 6.0 6.0
Somewhat satisfied 2 236 48.6 48.6 54.5
Somewhat dissatisfie 3 141 29.0 29.0 83.5
Very dissatisfied 4 80 16.5 16.5 100.0
------- ------- -------
Total 486 100.0 100.0
Valid cases 486 Missing cases 0
Overall, how satisfied are you with the VARIETY of food
provided by the Dining Services?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 34 7.0 7.0 7.0
Somewhat satisfied 2 234 48.1 48.3 55.4
Somewhat dissatisfie 3 157 32.3 32.4 87.8
Very dissatisfied 4 59 12.1 12.2 100.0
dk/refused 5 2 .4 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 484 Missing cases 2
Overall, how satisfied are you with the QUALITY of the food
provided by the Dining Services?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 19 3.9 3.9 3.9
Somewhat satisfied 2 178 36.6 36.6 40.5
Somewhat dissatisfie 3 177 36.4 36.4 77.0
Very dissatisfied 4 112 23.0 23.0 100.0
------- ------- -------
Total 486 100.0 100.0
Valid cases 486 Missing cases 0
How satisfied are you with the SELF-SERVICE in the Dining Halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 179 36.8 37.5 37.5
Somewhat satisfied 2 244 50.2 51.2 88.7
Somewhat dissatisfie 3 31 6.4 6.5 95.2
Very dissatisfied 4 23 4.7 4.8 100.0
. 1 .2 Missing
dk/refused 5 8 1.6 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 477 Missing cases 9
The next set of questions asks about your overall satisfaction
with the food at different meals?
Overall, how satisfied are you with the BREAKFAST FOOD served
in the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 125 25.7 33.8 33.8
Somewhat satisfied 2 164 33.7 44.3 78.1
Somewhat dissatisfie 3 57 11.7 15.4 93.5
Very dissatisfied 4 24 4.9 6.5 100.0
. 1 .2 Missing
Don't eat breakfast 5 115 23.7 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 370 Missing cases 116
Overall, how satisfied are you with the weekend BRUNCH FOOD served
in the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 115 23.7 30.4 30.4
Somewhat satisfied 2 192 39.5 50.8 81.2
Somewhat dissatisfie 3 43 8.8 11.4 92.6
Very dissatisfied 4 28 5.8 7.4 100.0
. 1 .2 Missing
Don't eat brunch 5 103 21.2 Missing
dk/refused 6 4 .8 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 378 Missing cases 108
Overall, how satisfied are you with the LUNCH FOOD served in
the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 47 9.7 9.9 9.9
Somewhat satisfied 2 267 54.9 56.3 66.2
Somewhat dissatisfie 3 116 23.9 24.5 90.7
Very dissatisfied 4 44 9.1 9.3 100.0
. 1 .2 Missing
Don't eat lunch 5 10 2.1 Missing
dk/refused 6 1 .2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 474 Missing cases 12
Overall, how satisfied are you with the DINNER FOOD served
in the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 38 7.8 7.9 7.9
Somewhat satisfied 2 221 45.5 45.8 53.6
Somewhat dissatisfie 3 136 28.0 28.2 81.8
Very dissatisfied 4 88 18.1 18.2 100.0
. 1 .2 Missing
Don't eat dinner 5 1 .2 Missing
dk/refused 6 1 .2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 483 Missing cases 3
Next, I am going to read you a list of specific categories of food.
Please indicate your level of satisfaction with each type of food
served in the dining halls.
Overall, how satisfied are you with the entrees or main dishes?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 30 6.2 6.2 6.2
Somewhat satisfied 2 204 42.0 42.3 48.5
Somewhat dissatisfie 3 174 35.8 36.1 84.6
Very dissatisfied 4 74 15.2 15.4 100.0
. 1 .2 Missing
Not applicable 5 2 .4 Missing
dk/refused 6 1 .2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 482 Missing cases 4
The Vegetarian entrees or main dishes?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 43 8.8 15.5 15.5
Somewhat satisfied 2 135 27.8 48.6 64.0
Somewhat dissatisfie 3 63 13.0 22.7 86.7
Very dissatisfied 4 37 7.6 13.3 100.0
. 1 .2 Missing
Not applicable 5 190 39.1 Missing
dk/refused 6 17 3.5 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 278 Missing cases 208
The Salad Dressings?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 134 27.6 31.7 31.7
Somewhat satisfied 2 187 38.5 44.2 75.9
Somewhat dissatisfie 3 66 13.6 15.6 91.5
Very dissatisfied 4 36 7.4 8.5 100.0
. 1 .2 Missing
Not applicable 5 56 11.5 Missing
dk/refused 6 6 1.2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 423 Missing cases 63
The Salad Bar?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 138 28.4 31.2 31.2
Somewhat satisfied 2 221 45.5 49.9 81.0
Somewhat dissatisfie 3 60 12.3 13.5 94.6
Very dissatisfied 4 24 4.9 5.4 100.0
. 1 .2 Missing
Not applicable 5 38 7.8 Missing
dk/refused 6 4 .8 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 443 Missing cases 43
The Fruit Juices?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 206 42.4 45.0 45.0
Somewhat satisfied 2 196 40.3 42.8 87.8
Somewhat dissatisfie 3 40 8.2 8.7 96.5
Very dissatisfied 4 16 3.3 3.5 100.0
. 1 .2 Missing
Not applicable 5 23 4.7 Missing
dk/refused 6 4 .8 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 458 Missing cases 28
The other beverages?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 263 54.1 55.5 55.5
Somewhat satisfied 2 185 38.1 39.0 94.5
Somewhat dissatisfie 3 18 3.7 3.8 98.3
Very dissatisfied 4 8 1.6 1.7 100.0
. 2 .4 Missing
Not applicable 5 7 1.4 Missing
dk/refused 6 3 .6 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 474 Missing cases 12
The Fast Food and Grill items, such as hamburgers, hot dogs,
chicken cutlets and french fries?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 80 16.5 18.5 18.5
Somewhat satisfied 2 185 38.1 42.7 61.2
Somewhat dissatisfie 3 104 21.4 24.0 85.2
Very dissatisfied 4 64 13.2 14.8 100.0
. 2 .4 Missing
Not applicable 5 44 9.1 Missing
dk/refused 6 7 1.4 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 433 Missing cases 53
The Pizza?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 98 20.2 21.8 21.8
Somewhat satisfied 2 180 37.0 40.1 61.9
Somewhat dissatisfie 3 100 20.6 22.3 84.2
Very dissatisfied 4 71 14.6 15.8 100.0
. 2 .4 Missing
Not applicable 5 31 6.4 Missing
dk/refused 6 4 .8 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 449 Missing cases 37
The Deli Bar and Summit Subs?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 170 35.0 37.6 37.6
Somewhat satisfied 2 226 46.5 50.0 87.6
Somewhat dissatisfie 3 38 7.8 8.4 96.0
Very dissatisfied 4 18 3.7 4.0 100.0
. 2 .4 Missing
Not applicable 5 28 5.8 Missing
dk/refused 6 4 .8 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 452 Missing cases 34
The Pasta?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 142 29.2 30.5 30.5
Somewhat satisfied 2 225 46.3 48.4 78.9
Somewhat dissatisfie 3 66 13.6 14.2 93.1
Very dissatisfied 4 32 6.6 6.9 100.0
. 2 .4 Missing
Not applicable 5 19 3.9 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 465 Missing cases 21
The Desserts?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 91 18.7 20.5 20.5
Somewhat satisfied 2 243 50.0 54.9 75.4
Somewhat dissatisfie 3 81 16.7 18.3 93.7
Very dissatisfied 4 28 5.8 6.3 100.0
. 2 .4 Missing
Not applicable 5 34 7.0 Missing
dk/refused 6 7 1.4 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 443 Missing cases 43
How satisfied are you with Special Events, such as
Apple-Cranberry Harvest, and Bread & Spread Buffet?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 92 18.9 25.9 25.9
Somewhat satisfied 2 195 40.1 54.9 80.8
Somewhat dissatisfie 3 49 10.1 13.8 94.6
Very dissatisfied 4 19 3.9 5.4 100.0
. 2 .4 Missing
Not applicable 5 103 21.2 Missing
dk/refused 6 26 5.3 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 355 Missing cases 131
Next, I'm going to ask you about different aspects of the Dining Halls.
How clean are the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very clean 1 104 21.4 21.5 21.5
Somewhat clean 2 305 62.8 63.1 84.7
Somewhat unclean 3 61 12.6 12.6 97.3
Very unclean 4 13 2.7 2.7 100.0
. 2 .4 Missing
dk/refused 5 1 .2 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 483 Missing cases 3
How courteous are the dining hall staff?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very courteous 1 221 45.5 45.9 45.9
Somewhat courteous 2 212 43.6 44.0 89.8
Somewhat discourteou 3 36 7.4 7.5 97.3
Very discourteous 4 13 2.7 2.7 100.0
. 2 .4 Missing
dk/refused 5 2 .4 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 482 Missing cases 4
How helpful are the dining hall staff?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very helpful 1 185 38.1 40.0 40.0
Somewhat helpful 2 216 44.4 46.7 86.6
Somewhat unhelpful 3 51 10.5 11.0 97.6
Very unhelpful 4 11 2.3 2.4 100.0
. 2 .4 Missing
dk/refused 5 21 4.3 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 463 Missing cases 23
How satisfied are you with the Dining Halls' new, extended
hours at 7 AM to 7 PM?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 312 64.2 66.0 66.0
Somewhat satisfied 2 120 24.7 25.4 91.3
Somewhat dissatisfie 3 27 5.6 5.7 97.0
Very dissatisfied 4 14 2.9 3.0 100.0
. 2 .4 Missing
dk/refused 5 11 2.3 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 473 Missing cases 13
How satisfied are you with the size of the dining halls?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very satisfied 1 280 57.6 58.2 58.2
Somewhat satisfied 2 164 33.7 34.1 92.3
Somewhat dissatisfie 3 25 5.1 5.2 97.5
Very dissatisfied 4 12 2.5 2.5 100.0
. 2 .4 Missing
dk/refused 5 3 .6 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 481 Missing cases 5
Do you have any suggestions for improving the Dining Services?
(see open-ended print-out)
The next three questions pertain to your use of Automatic
Teller Machines or ATMs.
Which of the following banks is our primary bank while you
are here at school?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Baybank 1 234 48.1 51.2 51.2
Fleet 2 116 23.9 25.4 76.6
First Massachusetts 3 6 1.2 1.3 77.9
SIS (Spr. Inst. for Savings 4 11 2.3 2.4 80.3
UMass/5 Col Credit Union 5 15 3.1 3.3 83.6
some other bank 6 75 15.4 16.4 100.0
. 3 .6 Missing
not applicable - don't use
a bank 7 21 4.3 Missing
dk/refused 8 5 1.0 Missing
------- ------- -------
Total 486 100.0 100.0
Valid cases 457 Missing cases 29
How often do you use ATM machines in the Amherst area?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Never 1 39 8.5 8.6 8.6
few times/semester 2 36 7.9 8.0 16.6
few times/month 3 89 19.5 19.7 36.3
once or twice/week 4 214 46.8 47.3 83.6
3 or 4 times/week 5 55 12.0 12.2 95.8
5 or more/week 6 19 4.2 4.2 100.0
dk/refused 7 5 1.1 Missing
------- ------- -------
Total 457 100.0 100.0
Valid cases 452 Missing cases 5
If an ATM belonging to your bank was located in your residential
area, how likely would you be to use it?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Very likely 1 395 86.4 88.0 88.0
Somewhat likely 2 37 8.1 8.2 96.2
Somewhat unlikely 3 9 2.0 2.0 98.2
Very unlikely 4 8 1.8 1.8 100.0
dk/refused 5 8 1.8 Missing
------- ------- -------
Total 457 100.0 100.0
Valid cases 449 Missing cases 8
If an ATM belonging to your bank was located in your residential
area, would your use of other area ATMs stay the same of decrease?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Stay the same 1 99 21.7 22.6 22.6
Decrease 2 340 74.4 77.4 100.0
dk/refused 3 18 3.9 Missing
------- ------- -------
Total 457 100.0 100.0
Valid cases 439 Missing cases 18
The last few questions ask for demographic information.
This information allows us to compare differences, if any,
between groups.
Are you a --
Valid Cum
Value Label Value Frequency Percent Percent Percent
First-year student 1 226 41.0 41.4 41.4
Sophomore 2 156 28.3 28.6 70.0
Junior 3 101 18.3 18.5 88.5
Senior 4 63 11.4 11.5 100.0
. 4 .7 Missing
dk/refused 5 1 .2 Missing
------- ------- -------
Total 551 100.0 100.0
Valid cases 546 Missing cases 5
What is your age?
Valid Cum
Value Label Value Frequency Percent Percent Percent
17 15 2.7 2.8 2.8
18 194 35.2 35.6 38.3
19 146 26.5 26.8 65.1
20 93 16.9 17.1 82.2
21 50 9.1 9.2 91.4
22 24 4.4 4.4 95.8
23 12 2.2 2.2 98.0
24 3 .5 .6 98.5
25 4 .7 .7 99.3
28 2 .4 .4 99.6
31 1 .2 .2 99.8
37 1 .2 .2 100.0
. 4 .7 Missing
99 2 .4 Missing
------- ------- -------
Total 551 100.0 100.0
Mean 19.323
Valid cases 545 Missing cases 6
What is your residential area?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Northeast 1 60 10.9 11.0 11.0
Sylvan 2 75 13.6 13.7 24.7
Orchard Hill 3 63 11.4 11.5 36.3
Central 4 100 18.1 18.3 54.6
Southwest 5 247 44.8 45.2 99.8
Other University Housing 6 1 .2 .2 100.0
. 4 .7 Missing
dk/refused 7 1 .2 Missing
------- ------- -------
Total 551 100.0 100.0
Valid cases 546 Missing cases 5
Interviewer: Is the respondent female or male?
Valid Cum
Value Label Value Frequency Percent Percent Percent
Female 1 247 44.8 45.2 45.2
Male 2 300 54.4 54.8 100.0
. 4 .7 Missing
------- ------- -------
Total 551 100.0 100.0
Valid cases 547 Missing cases 4