Comparing participants' and managers' perception of services in a congregate meals program

Managers and participants in a Title III C meals program 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 foodservice operation. A survey addressing participant perception of meal quality, meal acceptance, program administration and management, and foodservice personnel was designed and administered to 264 participants. The two surveys contained 17 identical or similar questions to determine any perceptual differences. The influence of social variables on participant response was examined. A significant positive correlation was found for age vs. food temperature, age vs. frequency of participation, and education level vs. evaluation of foodservice workers. Significant negative correlations were found for sex vs. special diets, sex vs. food aversion, education level vs. food temperature, and education level vs. evaluation of the nutrition education component. Manager vs. participant response significantly differed for food temperature, special diets, nutrition education, transportation, and accuracy of posted menus. Assessment of participant vs. manager perception of meal and service quality is recommended to management for more effective program planning, evaluation, and continuous quality assurance.