Effect of Food and Service Quality on Customer Satisfaction a Study of 3 Star Hotels in Punjab Region
Journal Title: International Journal of Sales & Marketing Management Research and Development (IJSMMRD) - Year 2017, Vol 7, Issue 4
Abstract
In this study the customer satisfaction means that how customers perceive the food and service quality of the hotel which customer becomes happier. For this point of view it is very important to understand the customer demand to fulfill the expectation of the customer as per their needs. The success of food and beverage outlet depends on its ability to satisfy the customer by providing dining. In hotel industry customer satisfaction is largely curved upon the quality of food and service. Customer satisfaction has a direct impact on organization profitability; in the study two factors identified for satisfaction of customer that is service quality, service features, food quality and future intention. ANOVA, T- test Correlation and Multiple regressions were applied on food and service quality to find out which has strong effect on customer satisfaction. Beside this research finding shows that both food quality play an important role for satisfaction of customer. It was concluded that food quality dimension had a strong impact on customer satisfaction then service quality. In the study, a survey question naire was used as the data collection technique which was developed to measure the food quality and service quality in three star hotels. There spondents are from the region of Punjab who stayed in three star hotels at Jalandhar, Chandigarh, Ludhiana and Amritsar. A total of 180 question naires were distributed, out of which 150 are received from the respondents. The 5 points Likert Scale was used for measuring the performance of food and service quality for customer satisfaction.
Authors and Affiliations
Sanjeev Kumar, Deepali Bhatnagar
Keywords
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