The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction...AI Publications
Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Service quality among selected chop bar (local restaurants) operators in kofo...Alexander Decker
This document summarizes a study that assessed the quality of customer service at local restaurants ("chop bars") in Koforidua, Ghana. A survey of 200 customers and interviews with chop bar owners were conducted. The study found that 70% of customers were satisfied with service quality, but 30% were not, indicating gaps in tangibles, reliability, responsiveness, assurance, and empathy. The document reviews literature on service quality dimensions and models to evaluate the chop bars based on these factors in order to identify areas for improvement.
This document provides an introduction to a study on success indicators among catering services in Cabanatuan City. It discusses that catering is a lucrative business but also demanding, requiring stamina and excellent interpersonal skills. The study aims to describe owners' profiles and success indicators in terms of market research, menu composition, and layout/design. It also seeks to identify outcomes related to income generation and competition. The methodology will involve surveying 10 local catering businesses using questionnaires. The results could help future entrepreneurs and hospitality students understand best practices for operating a successful catering service.
The document discusses delivering quality tourism services. It defines quality and explains that quality is more important for tourism businesses as the industry becomes more competitive. It also outlines factors that affect a guest's experience, including expectations and dimensions of service quality. Customer satisfaction results from a comparison of expected versus actual quality of service received. Highly satisfied customers provide greater future business and loyalty. Ensuring quality requires selecting, training, and developing staff to understand and meet customer needs and expectations. The document also provides tips for handling service mistakes and establishing service guarantees.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction...AI Publications
Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Service quality among selected chop bar (local restaurants) operators in kofo...Alexander Decker
This document summarizes a study that assessed the quality of customer service at local restaurants ("chop bars") in Koforidua, Ghana. A survey of 200 customers and interviews with chop bar owners were conducted. The study found that 70% of customers were satisfied with service quality, but 30% were not, indicating gaps in tangibles, reliability, responsiveness, assurance, and empathy. The document reviews literature on service quality dimensions and models to evaluate the chop bars based on these factors in order to identify areas for improvement.
This document provides an introduction to a study on success indicators among catering services in Cabanatuan City. It discusses that catering is a lucrative business but also demanding, requiring stamina and excellent interpersonal skills. The study aims to describe owners' profiles and success indicators in terms of market research, menu composition, and layout/design. It also seeks to identify outcomes related to income generation and competition. The methodology will involve surveying 10 local catering businesses using questionnaires. The results could help future entrepreneurs and hospitality students understand best practices for operating a successful catering service.
The document discusses delivering quality tourism services. It defines quality and explains that quality is more important for tourism businesses as the industry becomes more competitive. It also outlines factors that affect a guest's experience, including expectations and dimensions of service quality. Customer satisfaction results from a comparison of expected versus actual quality of service received. Highly satisfied customers provide greater future business and loyalty. Ensuring quality requires selecting, training, and developing staff to understand and meet customer needs and expectations. The document also provides tips for handling service mistakes and establishing service guarantees.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
factors affecting to willingness to wait in Queues in Sri lankan supermarketskdore
This document discusses customer satisfaction and waiting times in queues. It first defines customer satisfaction and explains that it relates to meeting and exceeding customer expectations over long-term use of products or services. It then discusses that the major concern for customers in queues is waiting time. If customers can have a positive waiting experience and perceive the wait to be shorter than it actually is, they may be satisfied. The document then summarizes an article about factors that influence customers' willingness to wait in queues and perceptions of waiting time. It notes that existing literature has not examined how factors affecting waiting times in Sri Lankan supermarket queues influence customer satisfaction. The proposed research aims to identify these factors, examine their impact on satisfaction, and investigate how willingness to wait
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
A project report on service quality gap model and quality dimensionsProjects Kart
The document discusses service quality, including defining it, measuring it using models like SERVQUAL, and identifying key dimensions of service quality. It notes that service quality is a perception involving technical and functional aspects, and that measuring it can be complex given intangible nature of services. Five key dimensions of service quality are identified as reliability, responsiveness, assurance, empathy and tangibles. The SERVQUAL instrument is discussed as a way to measure service quality gaps between expectations and perceptions.
11.the influence of service quality and price on customer satisfactionAlexander Decker
This document discusses a study on the influence of service quality and price on customer satisfaction of restaurant services in Khulna Division, Bangladesh. The study aimed to identify key drivers of customer satisfaction and link factors like service quality, price fairness, staff service, environment, image and loyalty to customer satisfaction. Researchers surveyed 450 customers in Khulna region, of which 246 responded. The study found customers had negative impressions of product/service quality, price fairness, staff service, environment, restaurant image and loyalty. The researchers suggest restaurants emphasize improving these critical issues to attract new and retain existing customers.
Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :
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This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
Effect of Product Quality and Service Quality toward Customer Satisfaction Ca...ijtsrd
This research was conducted aimed at 1 Knowing the quality of products at Uncle K Restaurants, 2 Knowing the quality of services at Uncle Restaurants, 3 Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, 4 Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, 5 Knowing simultaneously simultaneously the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling simple random sample sampling technique is named so because in taking the sample, researchers mix the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that 1 Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, 2 Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, 3 There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient R of 0.728 and a coefficient of determination R 2 of 0.529. This means that 52.9 of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 is determined. Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf Paper URL: https://www.ijtsrd.com/management/randd-management/29303/effect-of-product-quality-and-service-quality-toward-customer-satisfaction--case-study-at-k-uncle-restaurant-at-pt-benua-penta-global/robinson-nainggolan
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
The servqual research for fast food chains, based on respondents from various college goer.
P.S.:The above documents is only for the educational purpose.
The document discusses service quality, describing the five dimensions of service quality as reliability, responsiveness, assurance, empathy, and tangibles. It explains the concept of "moments of truth" in customer service and outlines approaches to achieving high quality service, including using statistical process control, implementing unconditional service guarantees, and effective service recovery. The document also addresses the importance of customer satisfaction, feedback, and turning dissatisfied customers into loyal advocates through complaint resolution.
The document discusses service quality gaps at Z.H. Sikder University of Science & Technology based on a student survey. Key findings include:
1. Major gaps identified were problems with the library, teacher turnover, education standards, computer/internet access, transportation, washrooms and lack of experienced teachers.
2. Gaps were presented through bar diagrams showing most students dissatisfied with the computer/internet, washrooms and library.
3. To close gaps, the university needs to better understand student expectations, establish proper service standards, ensure service meets standards, and ensure promises match performance.
Customer Gap.....in Service Sector A case based on KFC...Rabbani sunny
KFC is a global fast food restaurant chain founded in 1930 in the United States. It now has over 17,000 locations across 105 countries. The document analyzes KFC's operations in Bangladesh using the integrated gap model of quality service. It identifies four gaps - between customer expectations and perceptions, management perceptions and customer expectations, service quality specifications and actual delivery, and service delivery and the firm's promised quality. It provides examples of each gap from KFC's Bangladesh operations and recommendations to address them.
This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
factors affecting to willingness to wait in Queues in Sri lankan supermarketskdore
This document discusses customer satisfaction and waiting times in queues. It first defines customer satisfaction and explains that it relates to meeting and exceeding customer expectations over long-term use of products or services. It then discusses that the major concern for customers in queues is waiting time. If customers can have a positive waiting experience and perceive the wait to be shorter than it actually is, they may be satisfied. The document then summarizes an article about factors that influence customers' willingness to wait in queues and perceptions of waiting time. It notes that existing literature has not examined how factors affecting waiting times in Sri Lankan supermarket queues influence customer satisfaction. The proposed research aims to identify these factors, examine their impact on satisfaction, and investigate how willingness to wait
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
A project report on service quality gap model and quality dimensionsProjects Kart
The document discusses service quality, including defining it, measuring it using models like SERVQUAL, and identifying key dimensions of service quality. It notes that service quality is a perception involving technical and functional aspects, and that measuring it can be complex given intangible nature of services. Five key dimensions of service quality are identified as reliability, responsiveness, assurance, empathy and tangibles. The SERVQUAL instrument is discussed as a way to measure service quality gaps between expectations and perceptions.
11.the influence of service quality and price on customer satisfactionAlexander Decker
This document discusses a study on the influence of service quality and price on customer satisfaction of restaurant services in Khulna Division, Bangladesh. The study aimed to identify key drivers of customer satisfaction and link factors like service quality, price fairness, staff service, environment, image and loyalty to customer satisfaction. Researchers surveyed 450 customers in Khulna region, of which 246 responded. The study found customers had negative impressions of product/service quality, price fairness, staff service, environment, restaurant image and loyalty. The researchers suggest restaurants emphasize improving these critical issues to attract new and retain existing customers.
Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :
“ help.mbaassignments@gmail.com ”
or
Call us at : 08263069601
(Prefer mailing. Call in emergency )
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
Effect of Product Quality and Service Quality toward Customer Satisfaction Ca...ijtsrd
This research was conducted aimed at 1 Knowing the quality of products at Uncle K Restaurants, 2 Knowing the quality of services at Uncle Restaurants, 3 Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, 4 Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, 5 Knowing simultaneously simultaneously the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling simple random sample sampling technique is named so because in taking the sample, researchers mix the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that 1 Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, 2 Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, 3 There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient R of 0.728 and a coefficient of determination R 2 of 0.529. This means that 52.9 of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 is determined. Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf Paper URL: https://www.ijtsrd.com/management/randd-management/29303/effect-of-product-quality-and-service-quality-toward-customer-satisfaction--case-study-at-k-uncle-restaurant-at-pt-benua-penta-global/robinson-nainggolan
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
The servqual research for fast food chains, based on respondents from various college goer.
P.S.:The above documents is only for the educational purpose.
The document discusses service quality, describing the five dimensions of service quality as reliability, responsiveness, assurance, empathy, and tangibles. It explains the concept of "moments of truth" in customer service and outlines approaches to achieving high quality service, including using statistical process control, implementing unconditional service guarantees, and effective service recovery. The document also addresses the importance of customer satisfaction, feedback, and turning dissatisfied customers into loyal advocates through complaint resolution.
The document discusses service quality gaps at Z.H. Sikder University of Science & Technology based on a student survey. Key findings include:
1. Major gaps identified were problems with the library, teacher turnover, education standards, computer/internet access, transportation, washrooms and lack of experienced teachers.
2. Gaps were presented through bar diagrams showing most students dissatisfied with the computer/internet, washrooms and library.
3. To close gaps, the university needs to better understand student expectations, establish proper service standards, ensure service meets standards, and ensure promises match performance.
Customer Gap.....in Service Sector A case based on KFC...Rabbani sunny
KFC is a global fast food restaurant chain founded in 1930 in the United States. It now has over 17,000 locations across 105 countries. The document analyzes KFC's operations in Bangladesh using the integrated gap model of quality service. It identifies four gaps - between customer expectations and perceptions, management perceptions and customer expectations, service quality specifications and actual delivery, and service delivery and the firm's promised quality. It provides examples of each gap from KFC's Bangladesh operations and recommendations to address them.
This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
This document summarizes a study on the perceived service quality of guests at select hotels in Salem City, India. The study examined five hotels and surveyed 500 guests across five common service quality dimensions: assurance, empathy, reliability, responsiveness, and tangibility. Statistical analysis revealed issues like lack of staff involvement, delays, higher fees, and lack of transparency negatively impacted customers' perceptions. The study concluded improving staff training, standardizing service times, soliciting customer feedback, and enhancing quality initiatives could help address problems and better meet customers' expectations of service quality. Recommendations were made to help the select hotels strengthen their service performance.
This document outlines the research methodology for a study investigating the impact of food quality and service on customer satisfaction at The Republic Hotel in Sydney, Australia. The study will use qualitative methods, including interviews and feedback surveys, to understand customer and management perceptions. Three key objectives are defined: to investigate how food quality and service affects customers; to examine the relationship between these factors and customer satisfaction; and to demonstrate how food quality and service impacts customer satisfaction management. A literature review of previous related studies is also included. The research design incorporates an interpretivist paradigm and will collect primary data from customers and management to address the stated objectives.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
This document outlines a study conducted to identify service quality gaps for a college mess (cafeteria) using the SERVQUAL model. The study involved a literature review on service quality dimensions and models. Primary data was collected through a questionnaire from 100 students and analyzed using factor analysis and t-tests. Seven factors of service quality were identified. Results found a significant gap between student expectations and perceptions of service quality. Recommendations include improving reliability through on-time delivery of nutritious food, and improving employee assurance through training to better serve students.
International Journal of Research in Advent Technology (IJRAT),
VOLUME-7 ISSUE-11, NOVEMBER 2019,
ISSN: 2321-9637 (Online),
Published By: MG Aricent Pvt Ltd
The document discusses total quality management (TQM) in the hotel and restaurant industry. It describes TQM as aiming to constantly satisfy customers and provide training. The basic elements of TQM include continuous improvement, delegation of responsibilities, measurement, and emphasis on procedures. TQM is necessary for hotels and restaurants to focus on quality over price and develop strong customer and supplier relationships through continuous improvement. However, the findings of the study showed that many hotel managers lack knowledge of TQM and quality certification systems and do not implement them due to lack of training.
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
Service Reliability Impact on Business with Reference to „Three Star Hotels‟ ...Dr. Amarjeet Singh
Reliability and trustworthiness are the most vital
success factors in any business to sustain, survive and
succeed, this tag line also applicable for service industries
like Hotels. Customer satisfaction is a collective outcome of
perception, evaluation, and psychological reaction to the
Service quality. Due to the increasing competition of Hotel
business and the high demand of the customers, service
quality is the fundamental factor to measure customer‟s
satisfaction within such business. The primarily purpose of
this study is to determine the influence of reliability
dimension of „Three Star Hotels „customers satisfaction.
Required data was collected through customers‟ survey. For
conducting customers‟ survey likert scale based
questionnaire was developed after review of literature.
However, customers were selected by random sampling
method and a sample size of 100 has been taken. The
reliability of construct was tested by using Cronbach‟s alpha
test, using SPSS 20. Cronbach‟s alpha coefficients were
calculated 0.788 for the questionnaire survey. The findings
show that there is a very strong relationship between quality
of service (Reliability) and customer satisfaction. On the
basis of the conclusion made, Reliability in Hotel business
was representing the ability of the web site to fulfil customer
requirement correctly, deliver promptly, and keep
belongings secure.
The document discusses factors that influence customer satisfaction, revisit intention, and recommendation for Mongolian and global fast food restaurants. It examines how food quality, service quality, atmosphere, and price affect customer satisfaction using surveys of customers in Mongolia and Korea. The results show these four factors positively influence satisfaction, and satisfaction positively influences revisit intention and recommendation. However, the factors' influence depends on whether a customer visits a Mongolian or global fast food chain.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This document summarizes a research paper that examines the impact of service quality on customer satisfaction in the hospitality industry. The paper reviews literature on key concepts of service quality and customer satisfaction. It establishes five hypotheses about the relationship between the dimensions of service quality (empathy, reliability, responsiveness, assurance and tangible) and customer satisfaction. The purpose is to analyze customer comments from a hotel in Erbil, Kurdistan to evaluate how service quality impacts customer satisfaction and the hotel's reputation. A research model is presented and the study aims to identify which service quality factors most influence guest satisfaction.
This document discusses concepts of measuring service quality in the hotel industry. It begins by explaining the importance of service quality for business success in the hotel sector. It then describes two common models for measuring service quality - the internal service quality model and SERVQUAL model. The document provides details on how these models assess various quality criteria and have been applied quantitatively and qualitatively in hotel settings. Overall, the document outlines key factors in measuring service quality and some approaches hotels have used to evaluate and improve their service performance.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
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Quality Management in the Hospitality IndustryMarryam Khawaja
This document summarizes quality management tools for the hospitality industry. It discusses stages of consumer decision making, gaps in service quality, determinants of quality, and the SERVQUAL model. SERVQUAL assesses quality across characteristics using a questionnaire. The document applies SERVQUAL to a hotel, distributing surveys to past guests. 23 responses were received and averaged for questions relating to SERVQUAL's 5 dimensions of quality: tangibles, reliability, responsiveness, assurance, and empathy. Recommendations will be made based on the survey results.
Role of Service Quality on Guest Satisfaction in the Budget Hotels A Case Stu...ijtsrd
Budget hotels play a crucial role within the hospitality industry, and they are a trend in the tourism industry. Budget hotels are the no frills establishment offering accommodation at a minimum tariff to the people and acts as a substitute for the guest who wants a room. The service quality of any hotel is recognized to be one the most crucial part of flourishing in the hospitality industry. The modern trend of complete service quality management in the hotel industry ensures the achievement of the hotel. However, at another end to be a successful player in the hospitality industry, it is most important to concentrate on existing guest from the broad perspectives of guest satisfaction, particularly with the guest satisfaction that related to service quality as guest satisfaction is mainly hooked upon the quality of service provided to them. The research provides an understanding of the service experiences of the guest during their stay in budget hotels. SERVQUAL model is used to know the relationship between service quality and guest satisfaction in the budget hotels of Ratnagiri and Ganpatipule. Ten budget hotels from Ratnagiri and ten hotels from Ganpatipule were selected randomly. The sample consisted of one hundred and forty Guest from these twenty budget hotels in which seven guests from each hotel were selected on a convenience basis who had availed the services of these hotels. A twenty two attributes questionnaire was framed on the five dimensions of the SERVQUAL model to record the guest perception and expectation towards the service quality of the budget hotels. Data was then analyzed by finding the weighted mean of the five SERVQUAL dimensions based on guest expectation and perception, and later SERVQUAL method was used to find out the actual service gap. The study found that the service quality of budget hotels plays a vital role in guest satisfaction. Mr. Tushar Tingote | Dr. Rajesh Ragde "Role of Service Quality on Guest Satisfaction in the Budget Hotels: A Case Study of Ratnagiri and Ganpatipule" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45232.pdf Paper URL: https://www.ijtsrd.com/other-scientific-research-area/other/45232/role-of-service-quality-on-guest-satisfaction-in-the-budget-hotels-a-case-study-of-ratnagiri-and-ganpatipule/mr-tushar-tingote
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Similar to An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla (20)
Total Ionization Cross Sections due to Electron Impact of Ammonia from Thresh...Dr. Amarjeet Singh
In the present paper, we have employed modified Khare-BEB method [Atoms, (2019)] to evaluate total ionization cross sections by the electron impact for ammonia in energy range from the ionization threshold to 10 MeV. The theoretical ionization cross sections have been compared to the available previous theoretical and experimental results. The collision parameters dipole matrix squared M_j^2 and CRP also have been calculated. The present calculations were found in remarkable agreement with the available experimental results.
A Case Study on Small Town Big Player – Enjay IT Solutions Ltd., BhiladDr. Amarjeet Singh
Adequately trained Manpower is a problem that affects the IT industry as a whole, but it is particularly acute for Enjay IT Solution. Enjay's location in a semi-urban or rural area makes it even more difficult to find a talented employee with the right skills. As the competition for skilled workers grows, it becomes more difficult to attract and keep those workers who have the requisite training and experience.
Effect of Biopesticide from the Stems of Gossypium Arboreum on Pink Bollworm ...Dr. Amarjeet Singh
Pink bollworm and Lepidoptera development quickly in numbers which is a typical animal group that produces around 100 youthful ones inside certain days or weeks. This assault influences the harvests broadly in the tropical and sub-tropical temperature areas. Thus, to keep up with the yield of harvests the vermin ought to be kept away by utilizing pesticides. The unnecessary measure of the purpose of pesticides influences the dirt, land, and as well as human well-being, and contaminates the climate. Thus, an ozone-accommodating biopesticide is extracted from the stems of the Gossypium arboreum. Thus, the extraction of biopesticide from the stems of Gossypium arboreum demonstrated that the quantity of pink bollworm and Lepidoptera is diminished step by step in the wake of showering the arrangement on the impacted region of the plant because of the presence of the gossypol.
Artificial Intelligence Techniques in E-Commerce: The Possibility of Exploiti...Dr. Amarjeet Singh
This document discusses the potential applications of artificial intelligence techniques in e-commerce in Saudi Arabia. It begins with an introduction to e-commerce and AI, and how AI is being used increasingly in e-commerce applications worldwide. It then reviews literature on how AI can be integrated into e-commerce systems and the various applications of AI in e-commerce. Some key applications discussed include AI assistants, personalized recommendations, demand forecasting, supply chain management, fraud detection and more. The document concludes that Saudi Arabia is well positioned to benefit from using AI to boost its growing e-commerce sector.
Factors Influencing Ownership Pattern and its Impact on Corporate Performance...Dr. Amarjeet Singh
This document summarizes a research study that analyzed the factors influencing ownership patterns of selected Indian companies and the impact of ownership patterns on corporate performance. The study used data from 5 industries over 5 years from 2017 to 2021. Multiple regression, ANOVA, and correlation analyses were conducted. The results found that the percentage of independent directors on the board and the size of the company had a significant impact on Indian promoter holdings. Additionally, non-institutional ownership was found to have a significant impact on corporate performance measures like asset utilization ratio. The study concluded that ownership patterns can influence corporate performance and companies should work to optimize factors like debt-equity ratio and board independence to improve financial outcomes.
An Analytical Study on Ratios Influencing Profitability of Selected Indian Au...Dr. Amarjeet Singh
Every country with a well-developed transportation network has a well-developed economy. The automobile industry is a critical engine of the nation's economic development. The automobile industry has significant backward and forward links with every area of the economy, as well as a strong and progressive multiplier impact. The automotive industry and the auto component industry are both included in the vehicle industry. It includes passenger waggons, light, medium, and heavy commercial vehicles, as well as multi-utility vehicles such as jeeps, three-wheelers, military vehicles, motorcycles, tractors, and auto-components such as engine parts, batteries, drive transmission parts, electrical, suspension and chassis parts, and body and other parts. In the last several years, India's automobile sector has seen incredible growth in sales, production, innovation, and exports. India's car industry has emerged as one of the best in the world, and the auto-ancillary sector is poised to assist the vehicle sector's expansion. Vehicle manufacturers and auto-parts manufacturers account for a significant component of global motorised manufacturing. Vehicle manufacturers from across the world are keeping a close eye on the Indian auto sector in order to assess future demand and establish India as a global manufacturing base. The current research focuses on three automotive behemoths: TATA Motors, MRF, and Mahindra & Mahindra.
A Study on Factors Influencing the Financial Performance Analysis Selected Pr...Dr. Amarjeet Singh
The growth of a country's banking sector has a significant impact on its economic development. The banking sector plays a critical role in determining a country's economic future. A well-planned, structured, efficient, and viable banking system is an essential component of an economy's economic and social infrastructure. In modern society, a strong banking system is required because it meets the financial needs of the modern society. In a country's economy, the banking system plays a crucial role. Because it connects surplus and deficit economic agents, the bank is the most important financial intermediary in the economy. The banking system is regarded as the economy's lifeline. It meets the financial needs of commerce, industry, and agriculture. As a result, the country's development and the banking system are intertwined. They are critical in the mobilisation of savings and the distribution of credit to various sectors of the economy. India's private sector banks play a critical role in the country's economic development. So The financial performance of private sector banks must be evaluated carefully.
An Empirical Analysis of Financial Performance of Selected Oil Exploration an...Dr. Amarjeet Singh
After the United States, China, and Japan, India was the world's fourth biggest consumer of oil and petroleum products. The nation is significantly reliant on crude oil imports, the majority of which come from the Middle East. The Indian oil and gas business is one of the country's six main sectors, with important forward links to the rest of the economy. More than two-thirds of the country's overall primary energy demands are met by the oil and gas industry. The industry has played a key role in placing India on the global map. India is now the world's sixth biggest crude oil user and ninth largest crude oil importer. In addition, the country's portion of the worldwide refining market is growing. India's refining industry is now the world's sixth biggest. With plans for Reliance Petroleum Limited to commission another refinery with a capacity of 29 MTPA next 16 to its 33 MTPA refinery in Jamnagar, Gujarat, this position is projected to be enhanced. As a consequence, the Reliance refinery would be the biggest single-site refinery in the world. Based on secondary data gathered from CMIE, the current research examines the ratios influencing the profitability of selected oil exploration and production businesses in India during a 10-year period.
Since 1991, thanks to economic policy liberalization, the Indian economy has entered an era in which Indian businesses can no longer disregard global markets. Prior to the 1990s, the prices of a variety of commodities, metals, and other assets were carefully regulated. Others, which were not rolled, were primarily dependant on regulated input costs. As a result, there was no uncertainty and, as a result, no price fluctuations. However, in 1991, when the process of deregulation began, the prices of most items were deregulated. It has also resulted in the exchange being partially deregulated, easing trade restrictions, lowering interest rates, and making significant advancements in foreign institutional investors' access to the capital markets, as well as establishing market-based government securities pricing, among other things. Furthermore, portfolio and securities price volatility and instability were influenced by market-determined exchange rates and interest rates. As a result, hedging strategies employing a variety of derivatives were exposed to a variety of risks. The Indian capital market will be examined in this study, with a focus on derivatives.
Theoretical Estimation of CO2 Compression and Transport Costs for an hypothet...Dr. Amarjeet Singh
This document discusses theoretical estimates for the costs of compressing and transporting CO2 from a hypothetical carbon capture and storage project at the Saline Joniche Power Plant in Italy. It first provides background on the power plant project from 2008 that proposed converting the site to coal power. It then details the methodology used to size the compression system, estimating power needs for multi-stage compression up to pipeline pressures. Costs are considered for constructing, operating, and maintaining both the compression plant and pipeline to a potential offshore storage site. The aim is to evaluate retrofitting the existing plant with carbon capture and storage as a way to enable continued coal power production consistent with climate goals.
Analytical Mechanics of Magnetic Particles Suspended in Magnetorheological FluidDr. Amarjeet Singh
In this paper, the behavior of MR particles has been systematically investigated within the scope of analytical mechanics. . A magnetorheological fluid belongs to a class of smart materials. In magnetorheological fluids, the motion of magnetic particles is controlled by the action of internal and external forces. This paper presents analytical mechanics for the interaction of system of particles in MR fluid. In this paper, basic principles of Analytical Mechanics are utilized for the construction of equations.
Techno-Economic Aspects of Solid Food Wastes into Bio-ManureDr. Amarjeet Singh
Solid waste is health hazard and cause damage to the environment due to improper handling. Solid waste comprises of Industrial Waste (IW), Hazardous Waste (HW), Municipal Solid Waste (MSW), Electronic waste (E-waste), Bio-Medical Waste (BMW) which depend on their supply & characteristics. Food waste or Bio-waste composting and its role in sustainable development is explained in food waste is a growing area of concern with many costs to our community in terms of waste collection, disposal and greenhouse gases. When rotting food ends up in landfill it turns into methane, a greenhouse gas that is particularly damaging to the environment. Composting is biochemical process in which organic materials are biologically degraded, resulting in the production of organic by products and energy in the form of heat. Heat is trapped within the composting mass, leading to the phenomenon of self-heating. This overall process provide us Bio-Manure.
Crypto-Currencies: Can Investors Rely on them as Investment Avenue?Dr. Amarjeet Singh
The purpose of this study is to examine investors’ perceptions about investing in crypto-currencies. We think that investors trust in crypto-currencies is largely driven by crypto-currency comprehension, trust in government, and transaction speed. This is the first study to examine crypto-currencies from the investor’s perspective. Following that, we discover important antecedents of crypto-currency confidence. Second, we look at the government's role in crypto-currencies. The importance of this study is: first, crypto-currencies have the potential to disrupt the current economic system as the debate is all about impact of decentralization of transactions; thus, further research into how it affects investors trust is essential; and second, access to crypto-currencies. Finally, if Fin-Tech companies or banks want to enter the bitcoin industry may not attract huge advertising costs as well as marketing to soothe clients' concerns about investing in various digital currencies The research sheds light on indecisiveness in the context of marketing aspects adopted by demonstrating investors are aware about the crypto.
Awareness of Disaster Risk Reduction (DRR) among Student of the Catanduanes S...Dr. Amarjeet Singh
The Island Province of Catanduanes is prone to all types of natural hazards that includes torrential and heavy rains, strong winds and surge, flooding and landslide or slope failures as a result of its geographical location and topography. RA 10121 mandates local DRRM bodies to “encourage community, specifically the youth, participation in disaster risk reduction and management activities, such as organizing quick response groups, particularly in identified disaster-prone areas, as well as the inclusion of disaster risk reduction and management programs as part of youth programs and projects. The study aims to determine the awareness to disaster of the student of the Catanduanes State University. The disaster-based questionnaire was prepared and distributed among 636 students selected randomly from different Colleges and Laboratory Schools in the University
The Catanduanes State University students understood some disaster-related concepts and ideas, but uncertain on issues on preparedness, adaptation, and awareness on the risks inflicted by these natural hazards. Low perception on disaster risks are evidently observed among students. The responses of the students could be based on the efficiency and impact of the integration of DRR education in the senior high school curriculum. Specifically, integration of the concepts about the hazards, hazard maps, disaster preparedness, awareness, mitigation, prevention, adaptation, and resiliency in the science curriculum possibly affect the knowledge and understanding of students on DRR. Preparedness drills and other forms of capacity building must be done to improve awareness of the student towards DRRM.
The study further recommends that teachers and instructor must also be capacitated in handling disaster as they are the prime movers in the implementation of the DRRM in education. Preparedness drills and other forms of capacity building must be done to improve awareness of the student towards DRRM. Core subjects in Earth Sciences must be reinforced with geologic hazards. Learning competencies must also be focused on hazard identification and mapping, and coping with different geologic disaster.
The 1857 war was a watershed moment in the history of the Indian subcontinent. The battle has sparked academic debate among historians and sociologists all around the world. Despite the fact that it has been more than 150 years, this battle continues to pique the interest of historians. The war's causes and events that occurred throughout the conflict, persons who backed the British and anti-British fighters, and the results and ramifications, are all aspects of this conflict. In terms of outcomes, many academics believe that the war was a failure for those who started it. It is often assumed that the Indians who battled the British in this conflict were unable to achieve their goals. Many gains accrued to Indians as a result of the conflict, but these achievements are overshadowed by the dispute over the war's failure. This research effort focuses on the war's achievements for India, and the significance of those achievements.
Haryana's Honour Killings: A Social and Legal Point of ViewDr. Amarjeet Singh
Life is unpredictably unpredictable. Nobody knows what will happen in the next minute of their lives. In this circumstance, every human being has the right and desire to conduct their lives according to their own desires. No one should be forced to live a life solely for the benefit and reputation of others. Honour killing is defined as the assassination of a person, whether male or female, who refuses to accept the family's arranged marriage or decides to move her or his marital life according to her or his wishes solely because it jeopardizes the family's honour. The family's supreme authority looks after the family's name but neglects to consider the love and affection shared among family members. I have discussed honour killing in India in my research work. This sort of murder occurs as a result of particular triggers, which are also examined in relation to the role of the law in honour killing. No one can be released free if they break the law, and in this case, it is a felony that violates various regulations designed to safeguard citizens. This crime is similar to many others, but it is distinct enough to be differentiated in the report. When the husband is of low social standing, it lowers the position and caste of the female family, prompting the male family members to murder the girl. But they forget that the girl is their kid and that while rank may be attained, a girl's life can never be replaced, and that caste is less valuable than the girl's life and love spent with them.
Optimization of Digital-Based MSME E-Commerce: Challenges and Opportunities i...Dr. Amarjeet Singh
This document summarizes a research article about optimizing digital-based MSME e-commerce during the COVID-19 pandemic. The article discusses how the pandemic severely impacted MSMEs, with many going out of business. However, digitalization and e-commerce provide opportunities for MSMEs to transform their business models. The article reviews literature showing how technologies like websites, social media, and mobile applications can help MSMEs reach more customers online. Case studies of MSMEs in different countries found that those utilizing digital tools through e-commerce were more successful compared to those relying only on offline sales. The article concludes digitalization is both a challenge and opportunity for MSMEs to adapt their traditional business models and survive or grow
Modal Space Controller for Hydraulically Driven Six Degree of Freedom Paralle...Dr. Amarjeet Singh
This paper presents the Modal space decoupled control for a hydraulically driven parallel mechanism has been presented. The approach is based on singular values decomposition to the properties of joint-space inverse mass matrix, and mapping of the control and feedback variables from the joint space to the decoupling modal space. The method transformed highly coupled six-input six-output dynamics into six independent single-input single-output (SISO) 1 DOF hydraulically driven mechanical systems. The novelty in this method is that the signals including control errors, control outputs and pressure feedbacks are transformed into decoupled modal space and also the proportional gains and dynamic pressure feedback are tuned in modal space. The results indicate that the conventional controller can only attenuate the resonance peaks of the lower eigenfrequencies of six rigid modes properly, and the peaking points of other relative higher eigenfrequencies are over damped, The further results show that it is very effective to design and tune the system in modal space and that the bandwidth increased substantially except surge (x) and sway (y) motions, each degree of freedom can be almost tuned independently and their bandwidths can be increased near to the undamped eigenfrequencies.
It is a known fact that a large number of Steel Industry Expansion projects in India have been delayed due to regulatory clearances, environmental issues and problems pertaining to land acquisition. Also, there are challenges in the tendering phase that affect viability of projects thus delaying implementation, construction phase is beset with over-runs and disputes and last but not the least; provider skills are weak all across the value chain. Given the critical role of Steel Sector in ensuring a sustained growth trajectory for India, it is imperative that we identify the core issues affecting completion of infrastructure projects in India and chalk out initiatives that need to be acted upon in short term as well as long term.
A blockchain is a decentralised database that is shared across computer network nodes. A blockchain acts as a database, storing information in a digital format. The study primarily aims to explore how in the future, block chain technology will alter several areas of the Indian economy. The current study aims to obtain a deeper understanding of blockchain technology's idea and implementation in India, as well as the technology's potential as a disruptive financial technological innovation.
Secondary sources such as reports, journals, papers, and websites were used to compile all the data. Current and relevant information were utilised to help understand the research goals. All the information is rationally organised to fulfil the objectives. The current research focuses on recommendations for enhancing India's Blockchain ecosystem so that it may become one of the best in the world at utilising this new technology.
Project Management Infographics . Power point projetSAMIBENREJEB1
Project Management Infographics ces modèle power Point peut vous aider a traiter votre projet initiative pour le gestion de projet. Essayer dès maintenant savoir plus c'est quoi le diagramme gant et perte, la durée de vie d'un projet , ainsi que les intervenants d'un projet et le cycle de projet . Alors la question c'est comment gérer son projet efficacement ? Le meilleur planning et l'intelligence sont les fondamentaux de projet
A comprehensive-study-of-biparjoy-cyclone-disaster-management-in-gujarat-a-ca...Samirsinh Parmar
Disaster management;
Cyclone Disaster Management;;
Biparjoy Cyclone Case Study;
Meteorological Observations;
Best practices in Disaster Management;
Synchronization of Agencies;
GSDMA in Cyclone disaster Management;
History of Cyclone in Arabian ocean;
Intensity of Cyclone in Gujarat;
Cyclone preparedness;
Miscellaneous observations - Biparjoy cyclone;
Role of social Media in Disaster Management;
Unique features of Biparjoy cyclone;
Role of IMD in Biparjoy Prediction;
Lessons Learned; Disaster Preparedness; published paper;
Case study; for disaster management agencies; for guideline to manage cyclone disaster; cyclone management; cyclone risks; rescue and rehabilitation for cyclone; timely evacuation during cyclone; port closure; tourism closure etc.
Impact of Effective Performance Appraisal Systems on Employee Motivation and ...Dr. Nazrul Islam
Healthy economic development requires properly managing the banking industry of any
country. Along with state-owned banks, private banks play a critical role in the country's economy.
Managers in all types of banks now confront the same challenge: how to get the utmost output from
their employees. Therefore, Performance appraisal appears to be inevitable since it set the
standard for comparing actual performance to established objectives and recommending practical
solutions that help the organization achieve sustainable growth. Therefore, the purpose of this
research is to determine the effect of performance appraisal on employee motivation and retention.
Originally presented at XP2024 Bolzano
While agile has entered the post-mainstream age, possibly losing its mojo along the way, the rise of remote working is dealing a more severe blow than its industrialization.
In this talk we'll have a look to the cumulative effect of the constraints of a remote working environment and of the common countermeasures.
From Concept to reality : Implementing Lean Managements DMAIC Methodology for...Rokibul Hasan
The Ready-Made Garments (RMG) industry in Bangladesh is a cornerstone of the economy, but increasing costs and stagnant productivity pose significant challenges to profitability. This study explores the implementation of Lean Management in the Sampling Section of RMG factories to enhance productivity. Drawing from a comprehensive literature review, theoretical framework, and action research methodology, the study identifies key areas for improvement and proposes solutions.
Through the DMAIC approach (Define, Measure, Analyze, Improve, Control), the research identifies low productivity as the primary problem in the Sampling Section, with a PPH (Productivity per head) of only 4.0. Using Lean Management techniques such as 5S, Standardized work, PDCA/Kaizen, KANBAN, and Quick Changeover, the study addresses issues such as pre and post Quick Changeover (QCO) time, improper line balancing, and sudden plan changes.
The research employs regression analysis to test hypotheses, revealing a significant correlation between reducing QCO time and increasing productivity. With a regression equation of Y = -0.000501X + 6.72 and an R-squared value of 0.98, the study demonstrates a strong relationship between the independent variables (QCO downtime and improper line balancing downtime) and the dependent variable (productivity per head).
The findings suggest that by implementing Lean Management practices and addressing key productivity inhibitors, RMG factories can achieve substantial improvements in efficiency and profitability. The study provides valuable insights for practitioners, policymakers, and researchers seeking to enhance productivity in the RMG industry and similar manufacturing sectors.
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An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla
1. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
www.ijemr.net https://doi.org/10.31033/ijemr.10.6.1
1 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
An Empirical Study on Food and Beverage Service Quality and Customer
Satisfaction in Star Graded Hotels in Dambulla
Bandara WMAH1
and Dahanayake SNS2
1
Undergraduate, Department of Tourism & Hospitality Management, Rajarata University, SRI LANKA
2
Senior Lecturer, Department of Tourism & Hospitality Management, Rajarata University, SRI LANKA
1
Corresponding Author: asankahemantha825@gmail.com
ABSTRACT
The hotel industry is one of the integral constituents
in the flourishing tourism industry and is extremely
competitive. In this competitive arena, service quality has
become a crucial success factor in maintaining hotel
standards. A strong, sustainable, outstanding service industry
requires good service quality standards. However, due to the
intangible nature of service products, measuring service
quality is substantially challengeable than measuring the
quality of physical products. Hence, this study attempts to
investigate the impact of food and beverage service quality on
customer satisfaction in the star graded hotels. Dambulla is
one of the major tourist destinations in Sri Lanka, has been
identified as the study area. A total of 150 foreign departure
tourists who have visited three and above star graded hotels
in the respective area were selected through a convenient
sampling technique. A widely accepted SERVQUAL model
was utilized to ascertain the findings. Primary data were
collected through a self-administered structured
questionnaire. Descriptive, frequency, Pearson correlation,
and multiple regression analysis were conducted to analyze
data using SPSS. The results reveal that there is a positive
significant impact of tangibility, reliability, responsiveness,
assurance of food and beverage service quality on customer
satisfaction in the star graded hotels in Dambulla area. On
the contrary, empathy shows that there is no impact on
customer satisfaction. Moreover, tangibility is the most
influential service quality attribute that affects customer
satisfaction. Thus, the authorities must pay their attention
towards improving the tangible evidence such as staff attires
and appearance, aesthetic upkeep of interior and exterior,
and provide reliable service for their guests with greater
customer care.
Keywords— Customer Satisfaction, Food and Beverage
Service, Service Quality, Star Graded Hotels
I. INTRODUCTION
Hotel is a service-oriented industry. In this, hotels
are receiving customer feedbacks as a result of day-to-day
operation. Some customer feedbacks are negative while
others are positive. However, streams of literature exist to
instruct hotels on what should be done when a service
experience does not match with customer expectations.
But a relatively small proportion of literature exists to
measure what should be done when a service experience
matches customer expectations Therefore studying service
quality and customer satisfaction has become a frequent
topic in the hospitality industry.
In a modern competitive business environment,
Service quality and customer satisfaction are very
significant. But defining service quality and customer
satisfaction is no easy task. Because it is personal and
subjective. Service quality in a business has become a
measure of the extent to which the service provider meets
customer expectations. Today, hospitality is facing an
increased number of competitors and a pressure
environment. In this, those who provide high-quality
customer service can attain a competitive place in the
market in the present. It is said that service must fill the
internal and external requirements of customers by
achieving productivity and through quality.
Customer satisfaction is different from service
quality. customer satisfaction is a result of customer
perception of the value received in a transaction or
relationship where value equals perceived service quality
relative to price and customer actuation cost. customer
satisfaction is a psychological concept that involves the
feeling of wellbeing and pleasure that results from
obtaining what one hopes for and expects from an
appealing product or service. However positive customer
experience will result in a return to a particular
organization and product and recommend it to others. In
other words, service organizations' overall performance
depends on how much the staff satisfies their customers.
Satisfaction with a service is a function of two independent
elements called functional element (food and beverages in
Restaurant) and performance delivery element (The
Service). Therefore understanding factors that influence
customer satisfaction is very useful to the managers of
hotels and restaurants to plan and deliver the right offering.
Problem Identification
Many types of research have been done in the
area of service quality and customer satisfaction. Because
service quality is more difficult to evaluate than good
quality. Therefore, when it is considered about world
hospitality research, a significant amount of attention of
2. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
www.ijemr.net https://doi.org/10.31033/ijemr.10.6.1
2 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
researchers have given on the overall hotel industry service
quality, and customer satisfaction. In addition to that, the
hotel industry in Sri Lanka consists of different services
including accommodation, food, and other services.
Especially, classified hotels in Sri Lanka are providing
above mentioned services to their guests. Even though the
Sri Lankan hotel industry is on a development path, it still
suffering from researches on hotel service quality and
customer satisfaction. Therefore Sri Lankan researchers
have given a prominent place to measure the service
quality and customer satisfaction in hotels by today.
Moreover, almost all researchers had selected the
Colombo area and star grade hotels for their surveys. In
addition to that researchers have considered about four
major departments in hotels for their surveys (Food and
Beverage, Front Office, Housekeeping, and Kitchen ) In
this, researchers have found that there was a positive
relationship between service quality and customer
satisfaction. But very few had addressed the area of food
and beverages service quality and its impact on customer
satisfaction separately. Even though Dambulla is far away
from the capital of Sri Lanka, it is a very Significant area
in Sri Lankan hospitality industry same as other tourist
destinations in Sri Lanka. In addition to that, it can be seen
many classified hotels which provide standard service to
the guests.
But very Few Studies have examined the
Dambulla area for the surveys. Therefore the researcher
selected Dambulla area for the survey. Especially, the
researcher examines. food and beverage departments of
classified hotels in Dambulla area. According to that, The
problem of this study were as bellow,
“What is the impact of the food and beverage
service quality on customer satisfaction in three and
above star grade hotels in Dambulla area?”
Objectives
To identify the impact of tangibility of food and
beverage service quality on customer satisfaction
in three and above star grade hotels in Dambulla
area
To identify the impact of reliability of food and
beverage service quality on customer satisfaction
in three and above star grade hotels in Dambulla
area
To identify the impact of responsiveness of food
and beverage service quality on customer
satisfaction in three and above star grade hotels in
Dambulla area
To identify the impact of assurance of food and
beverage service quality on customer satisfaction
in three and above star grade hotels in Dambulla
area
To identify the impact of empathy of food and
beverage service quality on customer satisfaction
in three and above star grade and hotels in
Dambulla
II. METHODOLOGY
Research Design
The approach of this study was quantitative
approach. The researcher measured the impacts of food
and beverage service quality on customer satisfaction in
three and above star grade hotels in Dambulla area. To
conduct this survey quantitative data were required. This
study was testing the theories that already existed (Service
quality and customer satisfaction) and tests were carried
out by using questionnaires.
Population and Sampling Technique
Since the researcher expected to collect data from
the customers of hotels, the researcher selected 150
Foreign tourist guests of the three and above hotels in
Dambulla area by representing restaurant, bar, and room
service divisions. The sample was selected by using a
convenient sampling method.
Data Collection
Primary data was used in this survey. The
researcher used a questionnaire to collect primary data.
The questionnaire measured the food and beverage service
quality using five variables (Tangibility, Reliability,
Responsiveness, Assurance, Empathy) and each question
contained five points Likert scale (1= strongly agree to 5=
strongly disagree).In the primary data collection, the
researcher expected to collect data covering restaurants,
bars, and room service divisions. The Banquet area was
not covered. Because almost all customers did not
experience banquet facilities in hotels. But almost
departure guests have overall experience about restaurant,
bar and room service comparing with in house guests.
Therefore primary data was collected from foreign
departure guests who were visiting the three and above star
grade hotels in Dambulla area to spend their holidays
Data Analyzing
The analysis of collected data was carried out
using the Statistical Package for Social Science (SPSS).
This Software package was the optimum analyzing method
for this survey. Cronbach’s alpha was used to measure the
reliability of the questionnaire. Pearson’s correlation was
used to measure the relationship between food and
beverage service quality and customer satisfaction.
Regression was used to measure the impact of service
quality variables (tangibility, reliability, responsiveness,
assurance, and empathy) on customer satisfaction and to
measure the overall impact of food and service quality on
customer satisfaction.
Hypotheses of Study
According to this study hypotheses were as
follows,
3. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
www.ijemr.net https://doi.org/10.31033/ijemr.10.6.1
3 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
H1 = There is a positive impact of tangibility of
food and beverage service quality on the customer
satisfaction in three and above star grade hotels in
Dambulla area
H2 = There is a positive impact of reliability of
food and beverage service quality on customer
satisfaction in three and above star grade hotels in
Dambulla area
H3 = There is a positive impact of
responsiveness of food and beverage service
quality on customer satisfaction in three and
above star grade hotels in Dambulla area
H4 = There is a positive impact of assurance of
food and beverage service quality and customer
satisfaction in three and above star grade hotels in
Dambulla area
H5 = There is a positive impact of empathy of
food and beverage service quality on customer
satisfaction in three and above star grade hotels in
Dambulla area
Conceptual Framework
FIGURE 1: Conceptual Framework
III. LITERATURE REVIEW
Service Quality
A strong, sustainable, world-class service industry
requires good service quality standards(Osarenkhoe,
Komunda et al. 2017). But defining service quality is not
easy(González, Comesaña et al. 2007). But there are many
kinds of research that have been defined service quality in
different ways(Eshetie, Seyoum et al. 2016). The literature
relating to the definition of the quality of service is widely
classified into two components, namely technical and
functional. The technical perspective (Physical
Perspective) gives the nature of the provided service. In a
hotel, rooms, reception area includes to the technical
perspective. But functional perspective (Interactive
service) investigates the mode of service. Because a
consumer has a typically different perception of service
quality compared to technical expert. In a hotel, the nature
of greeting, the care given to the guest, the attention given
to the guest include to the functional perspective(Majid ,
Zahra et al. 2016). In addition to that, some researchers
add image quality (corporate) also as a component of
service(Saleh and Ryan 1991). .However, Simply service
quality can be defined as a measure of the extent to which
the service provided meets Customer expectations(Eshetie,
Seyoum et al. 2016).In the service industry, almost
definitions of service quality focus on meeting customer
expectations and how well services delivered to match
their expectations(Giritlioglu, Jones et al. 2014).
According to the provision and receipt of service,
there are three parties involved in service delivery. Such as
management, staff, and customers. Each group views the
quality of service from independent viewpoints(Saleh and
Ryan 1991). Customers evaluate service quality by
comparing their expectations regarding a particular service
with actually delivered one(Marković, Raspor et al. 2011).
On the other hand, Managers believe that guests demand
more than guests reported themselves as required(Saleh
and Ryan 1991). However due to the intangible nature of
service products, Measuring service quality is more
difficult than measuring the quality of a physical product.
Therefore the different models were produced by the
experts for measuring the quality of service in recent years
(Majid, Zahra et al. 2016). one of the most widely used
instruments for measuring service quality is the
SERVQUAL model. It was designed by Parasuraman in
1988. SERVQUAL model is regarded as an acceptable
model for the measurement of service quality. In 1985
parasurman identified ten dimensions in assessing service
quality (reliability, responsiveness, competence, access,
courtesy, communication, credibility, security,
understanding, tangibles). But later reduced to five
dimensions as tangibility, reliability, responsiveness,
assurance, and empathy. According to the SERVQUAL
model customer satisfaction result from the quality service
where customer perception of service experience exceeds
customer expectations (Parasurman, Zeithaml et al. 1988).
In addition to that, The hospitality industry has
been facing an increased number of competitors and a
pressure environment (Murasiranwa, Nield et al. 2010).
Service quality has become a key strategic factor for
companies to differentiate their products and services
From their competitors(Almsalam 2014). Because
customers participate in delivering and consumption of
service, while they interact with various factors of
organizations (Khattab and Aldehayyat 2011). Therefore
Tangibility
Reliability
Responsivenes
ss
Assurance
Empathy
Customer
Satisfaction
Service Quality
(Indepemdent
Varriable)
(Dependent
Varriable)
4. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
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4 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
each service organization is maintaining systems to deliver
continuous and effective service. This service delivery also
requires two components. Firstly, the service should exist
through anticipation of the customer's need ( a guest need
not ask the menu in the restaurant, it must be there ready
for use). Secondly, The service provision must be able to
accommodate customer needs (Saleh and Ryan 1991).
Eventually, From the customer point of view, a Quality
service experience may lead a consumer to develop and
modify his or her attitude in long run. And it will lead to
recommend someone else, reduction in complaints and
improve customer retention rates (Almsalam 2014)
Customer Satisfaction
Customer satisfaction is the heart of marketing.
Often marketers express their ideas on customer
satisfaction using slogans such as “our focus is customer
satisfaction”,“ Customer is king”(Andaleeb and Conway
2006). As a result, several studies have investigated the
relationship between service quality and customer
satisfaction(Gunarathne 2014). In this, researchers have
found that there is a strong relationship between service
quality and customer satisfaction (Sureshchandar,
Rajendran et al. 2002). Therefore service providers are
trying to improve the service quality to satisfy their
customers (Saleem and Raja 2014).
For customer satisfaction, definitions abound in
the research literature. According to that customer
satisfaction can be defined as a function of an initial
standard and some perceived discrepancy from an initial
different point (Oliver 1980). Furthermore, customer
satisfaction can be defined as an outcome of customer
perception of value received in a transaction or
relationship where value equal to perceive value (Eshetie,
Seyoum et al. 2016).
Most definitions of customer satisfaction indicate
the confirmation and disconfirmation process (Edwin and
Sheryl 2013). Satisfaction is caused by confirmation or
positive disconfirmation of customer expectations and
dissatisfaction is caused by negative disconfirmation of
customer expectations (Pizam.A and Ellis 1999). In other
words, Fulfilling customer expectations will produce a
feeling of satisfaction and not meeting them will produce
dissatisfaction among customers (Edwin and Sheryl 2013).
Because of that, the ability to satisfy the customer is
significant for many reasons. As an example, It has been
found that dissatisfied customer may complain to the
establishment and it may cause to spread negative word of
mouth in extreme cases (Andaleeb and Conway 2006).
When it is considered about customer satisfaction
in hospitality, it can be understood that it is not a universal
phenomenon and not everyone gets the same level of
satisfaction out of hospitality experience. Because
customers have different needs, objectives, and past
experiences that influence their expectations (Pizam.A and
Ellis 1999). Further Pizam argued that unlike material
products or pure service, most hospitality experience is a
combination of product and services. Therefore it can be
described that satisfaction with a hospitality experience is
a total of satisfaction with individual elements or attributes
of all products and services. The hotel industry determines
customer satisfaction via guest comment cards (Saleem
and Raja 2014). .However, Studies have found that hotel
lobby, quality of foods, employee’s knowledge, and
service are the important factors that determine the
satisfaction of hotel guests. Further, it is said staff in a
hotel must provide a standardized, structured, and
simplified service to the guest to satisfy guests fully(Lu,
Berchoux et al. 2015).
Tangibility
Tangible service quality dimensions include
physical facilities, the appearance of service personal, tools
or equipment used to provide service, physical
representations of service, and other customers in the
service facility (Parasurman, Zeithaml et al. 1985). .In
other words, the Tangibility dimension is about creating a
firsthand impression (Gunarathne 2014). The tangible
pieces of evidence in hospitality premises influence guests
to believe about the hospitality offer. In addition to that,
tangibles reinforce or challenge the guest's prior belief
about hospitality offers (Bowie , Buttle et al. 2017).
Reliability
The reliability service dimension describes the
consistency of performance and dependability. It means
that firm performs the service right the first time and It
also means that the firm honors and it involves accuracy
billing, Keeping records correctly, performing the service
at the designated time (Parasurman, Zeithaml et al. 1985).
Reliability is important because every customer wants to
know if their supplier is reliable and fulfill the set
requirements with satisfaction (Gunarathne 2014). When
companies deliver the promised service, they are
considered as reliable. On the other hand, when they do
not deliver promised service, they are considered
unreliable (Bowie , Buttle et al. 2017).
Responsiveness
Responsiveness concerns the willingness or
readiness of employees to provide service. It involves
mailing transaction slips immediately, calling the customer
back quickly, and giving prompt service(Parasurman,
Zeithaml et al. 1985). This dimension is also very
important. because every customer feels more valued if
they get the possible quality in the service (Gunarathne
2014). .As an example if a customer gets into a problem
regarding a food order request and request for help, the
length of time he or she wait to fix it will represent the
amount of employees responsiveness (Eshetie, Seyoum et
al. 2016).
5. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
www.ijemr.net https://doi.org/10.31033/ijemr.10.6.1
5 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Assurance
Assurance service quality is the Knowledge and
courtesy of all employees and their ability to inspire trust
and confidence in the guest (Barbara, Vincent et al. 1990).
In this, assurance service quality refers to the company’s
employees. This dimension describes whether the
employees are skilled workers which can gain the trust and
confidence of the customers. if the customers are not
comfortable with the employees, there is a rather large
chance that the customer will not return to do further
business with the company (Gunarathne 2014).
.Especially, this dimension of service quality is important
to the cases in which the risk is high.
Empathy
Empathy service quality refers to how a company
cares and gives individualized attention to its customers, to
make the customer feeling extra valued and special(Majid,
Zahra et al. 2016). Empathy is combining with reliability,
responsiveness, assurance dimensions to a higher level,
even though they really cannot be compared as individuals.
If the customer feels they get individualized and quality
attention there is a very big chance that they will return to
the company and do business there again (Gunarathne
2014).
IV. ANALYSIS OF DATA
The reliability of a measure is an indication of the
stability and consistency with which the instrument
measures the concept and helps to assess the goodness of
the measure. Cronbach’s alpha is a reliability coefficient
that indicates how well the items in a set are positively
correlated to one another. Cronbach’s alpha should be
greater than a minimum value of 0.700 and it is considered
those questions as accepted. According to the following
table, it can be shown the results of reliability in this study.
TABLE 1: Results of reliability analysis
Variable Items Cronbach’s Alpha
Tangibility 6 0.850
Reliability 6 0.896
Responsiveness 5 0.916
Assurance 4 0.835
Empathy 5 0.864
Satisfaction 6 0.954
All Variables 32 0.962
According to the above table, Cronbach’s Alpha
for the tangibility was 0.850. Cronbach’s Alpha value for
reliability was 0.896. In addition to that, Cronbach’s Alpha
value for responsiveness was 0.916. Moreover, Cronbach’s
Alpha value for assurance was 0.835 and for the empathy
0.864. Cronbach’s Alpha value for satisfaction was 0.954.
Finally, Cronbach’s Alpha value for all variables was
0.962. According to that all independent variables and
dependent variables can be accepted. Because both
variables have positive values (more than 0.7).
Descriptive Statistics
Descriptive Statistics were used to describe the
basic features of the data in the study and Provide a simple
summary of the sample and the measures. In this
researcher used to mean, Standard deviation, and
skewness. The bellow table shows the descriptive statistics
of the variables.
TABLE 2: Descriptive Statistics
Variable Mean
Std.
Deviation
Tangibility 3.9489 0.67416
Reliability 4.2867 0.64278
Responsiveness 4.3133 0.64064
Assurance 4.3717 0.58558
Empathy 4.3600 0.59166
Satisfaction 3.8689 0.83804
According to the above, tangibility had 3.9489
mean values and 0.67416 standard deviations. Reliability
had 4.2867 mean values and 0.64278 Standard deviations.
Responsiveness had 4.3133 mean values and 0.64064
standard deviations. In addition to that assurance had
4.3717 mean values and 0.58558 Standard deviations.
Empathy had 4.3600 mean values and 0.59166 standard
deviations. Customer Satisfaction had 3.8689 mean values
and 0.83804. Mean values all independent variables. It
means that almost all respondents were closed to the level
of agreement. However, assurance had the highest mean
value among variables in the food and beverage service
quality. It means that the assurance of food and beverage
service quality has the highest level of agreement to
customer satisfaction than other variables. On the other
hand, the tangibility of food and beverage service had
minimum mean value.
Correlation Analysis
Researcher used Pearson’s correlation analysis to
identify strength of relationship between the independent
variables and dependent variables (relationship between
food and beverage service quality and the customer
satisfaction)
Following table number 4.18 shows Pearson’s
correlation analysis results relating to this study.
6. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
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6 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
According to the above table, the Correlation
between customer satisfaction and the tangibility of food
and beverage service is 0.579. It means that there was a
moderate positive relationship between those two
variables. In addition to that, the relationship between the
two variables was statistically significant. Because P =
0.000 (P< 0.05).
The correlation between customer satisfaction and
the reliability of food and beverage service was 0.638. It
means that there is a moderate positive relationship
between two variables. Further, the relationship between
the two variables was statistically significant.Because p =
0.000 (P< 0.05).
The correlation between customer satisfaction and
the responsiveness of the food and beverage service was
0.634. It means that there was a moderate positive
relationship between the two variables. On the other hand,
the relationship between both variables was statistically
significant. Because P = 0.000 (P< 0.05)
The correlation between customer satisfaction and
assurance of food and beverage service was 0.581. It also
means that there was a moderate positive relationship
between the two variables. In addition to that, the
relationship among variables was statistically significant.
Because P = 0.000 (P< 0.05).
The correlation between customer satisfaction and
empathy of food and beverage service was 0.517. It means
that there is a moderate positive relationship between two
variables. Moreover, the relationship between the two
variables was statistically significant. Because P = 0.000
(P< 0.05).
Multiple Regression Analysis
Multiple regression analysis was used to examine
the impact of independent variables on the dependent
variable of the study. In this research, tangibility,
reliability, responsiveness, assurance, empathy was
considered an independent variable. Customer satisfaction
was considered as a dependent variable. Results of the
multiple regression analysis of the study were presented
below tables.
TABLE 4: Results of ANOVA
Model Sum of
Squares
df Mean
Square
F Sig.
Regressio
n
54.64 5 10.928
31.47 0.00b
Residual 50.00 144 0.347
Total 104.64 149
According to table 4, R-value can be identified as
0.723a
. It means that there is a positive correlation between
the independent variable (food and beverage service
quality) and the dependent variable (customer satisfaction)
and it was 72.3%. R2
value can be identified as0.522. It
means the model was strongly fitted to the data. 52.2% of
customer satisfaction was explained by the independent
variables (tangibility, reliability, responsiveness,
assurance, and empathy).
According to table 5, the F value was 31.471 and
it shows that the overall model was significant. Because P
= 0.000 (P< 0.05).
According to table 6, the researcher explained the
results of multiple regression analysis. When it is
considered the unstandardized coefficient for the
tangibility of food and beverage service, it was
significantly influenced by customer satisfaction and had a
positive significant impact on customer satisfaction.
Because B =0.331and P = 0.000 (P< 0.05).
When it is considered the unstandardized
coefficient value for the reliability of food and beverage
service, it was significantly influenced by customer
satisfaction and had a positive impact significant on
customer satisfaction. Because B = 0.288and P = 0.034
(P< 0.05).
TABLE 3: Correlation Analyses
Satisfaction
Correlation Sig.(2tailed) N
Tangibility 0.579** 0.000 150
Reliability 0.638** 0.000 150
Responsiveness 0.634** 0.000 150
Assurance 0.581** 0.000 150
Empathy 0.517** 0.000 150
TABLE 5: Model Summary
Model R R Square Adjusted
R Square
Std. Error
of the
Estimate
1 0.723a
0.522 0.506 0.58928
7. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
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In addition to that, when it is considered about the
value of the unstandardized coefficients of responsiveness
of food and beverage service, it was significantly
influenced by customer satisfaction and had a positive
significant impact on customer satisfaction. Because B =
0.286 and P = 0.031 (P< 0.05).
Moreover, when it is considered the
unstandardized coefficient value of assurance of food and
beverage service, it was significantly influenced by
customer satisfaction and had a positive significant impact
on customer satisfaction. Because B = 0.285 and P = 0.034
(P< 0.05).
Finally, when it is considered the unstandardized
coefficient value of empathy of food and beverage service
quality, it was not significantly influenced by customer
satisfaction and had a negative insignificant impact on
customer satisfaction. Because B = -0.075 and P = 0.570
(P< 0.05).
Hypothesis Testing
Impact Hypothesis Result
Tangibility on Customer
satisfaction
H+ Accepted
Reliability on Customer
satisfaction
H+ Accepted
Responsiveness on Customer
satisfaction
H+ Accepted
Assurance on Customer
Satisfaction
H+ Accepted
Empathy on Customer
Satisfaction
H+ Rejected
The summary of hypothesis testing is shown in
the above table. The left column shows predicted
hypothesizes. Middle and right column shows the
hypnotizing effect of service quality on customer
satisfaction and whether the hypnotized effects are
supported by the findings or not.
V. CONCLUSION
The results of the study are lead to confirm the
predictions made by the researcher regarding the impact of
food and beverage service quality on the customer
satisfaction of three and above star grade hotels in
Dambulla area. The objective of this study was to identify
the impact of food and beverage service quality and
customer satisfaction. According to the research findings,
there was a positive significant impact of food and
beverage service quality (tangibility, reliability,
responsiveness, assurance) on customer satisfaction in
three and above star grade hotels in Dambulla area. In this
study, four hypotheses were supported and one was
rejected (empathy). The Findings of the study will help all
hotels (not only classified hotels but also unclassified
hotels) to take decisions, actions on their service to
customers. Because the hotel industry is highly service-
oriented. Therefore the researcher proposes the following
recommendations.
Each hotel must pay high attention to the tangible
evidence on their service. Especially they have to maintain
their staff appearance. In this, Hotels must inspect
employee’s uniforms, shoes, hairs, beards, etc. Because
when the employees directly deal with customers, the
above-mentioned areas gives a sign of the level of service.
In addition to the internal-external decorations in the hotel,
the premise must be maintained well. Tent cards, menus,
and other promotional materials must be matched with the
hotel theme and decorations and must be present on the
tables. The furniture and other types of equipment in the
hotel area must be comfortable and modern. In addition to
that cleanliness of each area must be maintained well.
Because tangibility has the highest impact on customer
satisfaction.
Further, Hotels must perform the correct service
on time as hotels promised to perform before arrival. In
addition to that, the service Perform must be reasonable
compared with the payment of the customer. When issuing
bills to the customers it must be ensured that it is an error-
free record. Moreover, when customers have problems
with hotel service or another matter, the employee must
demonstrate their interest to help them.
In addition to that, employees must be
knowledgeable and informative not only on the hotel but
also other matters as well (when a guest asks about the best
place to visit, time to a train). Always employees must be
at the customer's whenever the customer needs help. In
such a situation employees must give quick service to
solve problems.
Employees must greet the customer according to
the time of the day and must address and deal politely.
Always employees must instill confidence in the customer.
In addition to that, customers must be given secure places
and secure transactions.
When determining operation hours, it must be
thought whether operation hours are convenient to the
customers. In addition to that, employees’ attitudes must
be changed to take positive job involvement. When
employees make a mistake, they must apologize quickly.
Hotels have to maintain a proper human resource
practice. These hotels must select the right candidate from
a pool of applicants. Then the selected candidates must be
given proper training to perform a high level of service.
Further, employees must be rewarded financially or non
financially, when they perform a quality service.
8. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume-10, Issue-6 (December 2020)
www.ijemr.net https://doi.org/10.31033/ijemr.10.6.1
8 This Work is under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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