An exploratory study of perception of meal and service quality/in the Title III C congregate meals program: a comparison between management and participants

Abstract

Little attention has been paid in the literature to participant perception of, and attitudes toward, program and service quality in the congregate meals program. Based upon the scarcity of knowledge in this area, managers and participants in the Title III C meals program in Montgomery County, Maryland were surveyed to explore how differences in perception of program and service quality affect participant acceptance and evaluation of the program. A nutrition monitoring instrument was designed for managers at 14 meal sites to assess major components of the food service operation. A survey addressing participant perception of meal quality, meal acceptance, program administration and management, and food service personnel was designed and administered to 264 participants. The two surveys contained 17 identical or similar questions to identify any perceptual differences. Several social variables such as age, educational level, sex, marital status, living arrangement and acquisition of information about the program were found to significantly influence participant response to certain questions. Significant differences in perception between managers and participants were found in response to questions regarding availability of nutrition education lessons, need for therapeutic diets, adequacy of program transportation, temperatures at which food was served, and the degree to which substitutions were made for posted menu items. The results of this research will be used to make suggestions for program planning and evaluation, as well as to aid in continuous quality assurance.