The Mediating Effect of Food Safety Culture on the Relationship between Safe Food Handling Knowledge and Practices and Customer Satisfaction on Food Service Establishment

Abstract

Customer satisfaction serves as a vital metric, essentially reflecting how customers evaluate their service experiences against their initial expectations. This study determined the mediating effect of the food safety culture on the relationship between safe food handling knowledge and practices and customer satisfaction. This study utilizes quantitative, non-experimental, descriptive, correlational research design and mediation analysis with 100 samples from customers. This study used convenience sampling technique. The statistical tools used in this study are mean, pearson r, and path analysis. The study's findings demonstrated that the level of food safety culture, safe food handling knowledge and practices and customer satisfaction. Furthermore, there was a significant interrelationship in food safety culture, safe food handling knowledge and practices and customer satisfaction. Also, a significant partial mediation effect of food safety culture was observed in the relationship between safe food handling knowledge and practices and customer satisfaction. This means that a high level of safe food handling knowledge and practices enables food establishments to implement effective safety measures, which in turn fosters a stronger food safety culture. This positive culture enhances customer satisfaction by ensuring consistency, trust, and a high standard of safety in food services.