World Applied Sciences Journal 12 (Special Issue On Service Sector Transforms the Economy): 08-13, 2011 ISSN 1818-4952 © IDOSI Publications, 2011 Corresponding Author: Fatimah Abd Ghani, Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, 23000 Dungun, Terengganu, Malaysia. 8 Service at UiTM Residential Hostel Cafeterias - Is it Satisfactory? Fatimah Abd Ghani, Mohd Salehuddin Mohd Zahari, Noorazlin Ramli, Kamaruzaman Jusoff, 1 1 1 2 Zetty Madina Md. Zaini, Munirah Hamid, Azlina Samsudin, Norzaidah Ngali and Norazlina Rahmat 1 1 1 1 1 Faculty of Hotel and Tourism Management, 1 Universiti Teknologi MARA, 23000 Dungun, Terengganu, Malaysia Faculty of Forestry, Universiti Putra Malaysia, 43400 Serdang, Selangor, Malaysia 2 Abstract: Students are sandwiched between the intensity of time to be devoted to their studies and to pursue their nutritional requirements. Hence, they are pressured to patronize the university’s food service as an alternative source to for food and beverages. This study empirically examines students’ acceptance level and satisfaction on the service delivery attributes at Universiti Teknologi MARA (UiTM) hostel cafeterias. Through self-reported experiences on three dimensions of service delivery attributes, students who reside in UiTM Shah Alam hostels, namely Kolej Seroja, Kolej Anggerik and Kolej Perindu went through a questionnaire survey. Results revealed that food and beverages and service attributes are the major determinants looked at by students when dining at UiTM hostel cafeterias and they had the same expectations as other restaurant customers. They expect decent food and beverages with an acceptable degree of service. Nevertheless, their expectations were not met. In conclusion, UiTM as an educational institution should have more systematic procedures in combating the above mentioned issues for the benefit of students as stakeholders and at the same time boost confidence among parents or guardians. Therefore, the students’ expressions on these attributes have directly given significant impact not only to them but also to the operators as well as UiTM as a whole. Key words: Service delivery Satisfaction Hostel Cafeteria INTRODUCTION given a certain years of contract to run the business in the In any university, development and packaging of McDonalds and other international renowned fast food knowledge to be imparted to the students are the main companies are operated in many United States purposes of its existence. Universities are places where universities. Besides that, other independent operators knowledge is acquired, shared and disseminated. Besides also operated in university premises running restaurants, these, food is also vital for the students’ thought. Food is cafeterias, food courts, kiosks, vending machines, dining a substance that is eaten, drunk, or else taken into the halls and stalls. Similar scenarios are also observed in body to sustain life, furnish energy and promote growth. universities around the globe including Malaysia. Moreover, food does not only give energy but also helps In line with that, the foodservice operators without the brain by giving it fuel that enhances intelligence [1]. doubt have to comply with the rules and guidelines set Nutritious food consumed by students therefore makes by the authorities. One of the popular guidelines is that their brains alert, concentrate better in their studies and the operators are required to provide good packaging of produce positive output or outstanding performance food and services which is part of service delivery besides healthy or physical wellbeing. attributes. Commentators [3-7] posit that service delivery The above statement clearly indicates that providing attributes consist of food and beverages (taste, variety, food in universities is extremely important. With that, quality of food many more), services (efficient, fast foodservice operations are found to be operated in the service and many more), operating environment and university campuses. In this modern era, most university human elements (concept, layout and conducive dining foodservice operations are outsourcing whereby the environments, hygiene and cleanliness, entertainment, independent food operators or food companies are being word of mouth and many more). campus [2]. For instance, Kentucky Fried Chicken and