The objectives of this study were to develop a reliable and valid customer satisfaction measurement tool for contract foodservice industry. The instruments were developed by reviewing extensive literatures on customer satisfaction and by interviewing with managers, employers, and customers. A total of 1000 questionnaires were hand-delivered at the ten contracted foodservice operations by designated coordinators. A total of 833 questionnaires were usable: resulting in an 83.8% response rate. Data analysis was completed using the SAS 6.04 and LISREL analysis to model of customer satisfaction, we found that the majority of variation in overall satisfaction can be explained by seven dimensions of food, menu variety, hygiene, convenience, amenity, spaciousness, and extra service. The goodness of fit index(GFI), the adjusted goodness of fit index(AGFI), the norm fit index (NFI) were 0.83 0.80 0.83. In conclusions, the developed tool was reliable and valid as indicated by statistical analysis. Therefore, the tool may be used to evaluate customer satisfaction in business & industry foodservice in contracted foodservice industry.
