The Effect of Food Quality, Service and Physical Environment on Customer Satisfaction in Hospitality Establihsment: a Case Study of Kwara Hotel, Nigeria.pptx
The document presents a case study on the effect of food quality, service, and physical environment on customer satisfaction at Kwara Hotel in Nigeria. It finds that most respondents were satisfied with the food quality, service, and physical environment at the hotel and that each of these variables influences customer satisfaction. However, there are still areas for improvement, such as strengthening staff training and incentives, to further increase guest satisfaction. The study contributes to understanding the relationship between these factors and customer satisfaction in hotels.
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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.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
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.
Abstract:
This paper examines the relationship between hotel food experiences and travelers' destination choices and
satisfaction. The study aims to understand how hotel food experiences influence travelers' decision-making
processes and their overall perception of the hotel and destination. The paper presents a comprehensive
literature review that encompasses various studies investigating the impact of hotel food experiences on
travelers' choices and satisfaction. The findings suggest that positive hotel food experiences significantly
influence travelers' destination choices and contribute to their overall satisfaction with their stay. Factors
such as food quality, variety, authenticity, presentation, sustainability practices, innovation, safety
measures, authenticity, and customization play significant roles in shaping travelers' dining choices and
enhancing their satisfaction. Additionally, the influence of hotel food experiences extends beyond the
immediate dining experience, influencing travelers' overall perception of the hotel and destination.
However, the literature review also reveals several gaps and limitations that need to be addressed in future
research. These include the need for more representative samples, the incorporation of contextual factors,
the utilization of objective measures, longitudinal studies, multi-destination comparisons, segmentation
analysis, economic considerations, and the examination of external factors. Understanding the relationship
between hotel food experiences and travelers' choices and satisfaction is essential for hoteliers and
destination marketers to improve their offerings, meet travelers' preferences, and enhance guest
experiences. By addressing the identified gaps and limitations, researchers and practitioners can further
advance our knowledge in this field and develop effective strategies to deliver exceptional dining
experiences that positively influence travelers' destination choices and satisfaction.
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This is a short presentation of my Master's Thesis which examined the relations between restaurant experience, customer satisfaction and customer loyalty.
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Quality of service is the most important indicator of patient satisfaction. The purpose of this study was to examine the impact of service quality on overall patient satisfaction in private hospitals in Ulaanbaatar, Mongolia. The study sample consisted of 69 patients who were selected from eight private general hospitals in Ulaanbaatar, Mongolia, using a sequential sample. Data analysis was performed using a t test, ANOVA and multivariate regression. This study found a close relationship between quality of service and patient satisfaction. About 45 of the differences in overall satisfaction are due to four aspects of quality of service. In terms of process quality, the waiting time for visits, receptions and operations should be reduced, and services should be provided as soon as possible. The need to strengthen the interpersonal aspects of care and communication skills of service providers should be emphasized. Uugantsetseg Davaadorj | Otgontsetseg Galindev "The Impact of Quality on Satisfaction: Case Study of Mongolia Private Hospitals" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29711.pdf Paper URL: https://www.ijtsrd.com/management/research-method/29711/the-impact-of-quality-on-satisfaction-case-study-of-mongolia-private-hospitals/uugantsetseg-davaadorj
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This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results. Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.
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This paper examines the relationship between hotel food experiences and travelers' destination choices and
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analysis, economic considerations, and the examination of external factors. Understanding the relationship
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Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
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The Effect of Food Quality, Service and Physical Environment on Customer Satisfaction in Hospitality Establihsment: a Case Study of Kwara Hotel, Nigeria.pptx
1. The Effectof food quality, service and physical environment on customer
satisfactionin a hospitality establishment
A case study of kwara, hotel, NIGERIA
By
M. O. FALABI
Kwara State University, Malete, Kwara State, Nigeria
O. S. FOLORUNSO
University of Ibadan, Ibadan, Oyo State, Nigeria
E. A. AKANDE
Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria
2. TITLE PAGE
INTRODUCTION
PROBLEM OF THE STUDY
AIM AND OBJECTIVES
LITERATURE REVIEW
METHODOLOGY
RESULTS AND ANALYSIS
DISCUSSION OF FINDINGS
SUMMARY
CONCLUSION
RECOMMENDATIONS
*
3. *
*Customer satisfaction is a psychological concept that
involves the feeling of well-being and pleasure that
results from obtaining what one hopes for and expects
from an appealing product and/or service (WTO, 2015).
*According to Masco (2017), customers will relate their
dissatisfaction to eleven people, while a satisfied
customer will only communicate his satisfaction to three
people.
*The more satisfied the customers are, the most likely
they are to return or prolong their stay. Service quality is
a cornerstone for customer's loyalty
4. *
*The quality of the food, and services provided
has a great impact on customer satisfaction, so
does the physical environment i.e. the
premises where the services are offered.
*Not enough priority is given to the quality of the
food and service and even far less attention is paid
to the physical environment, and not enough
research work has been done on the combined
effects of these variables on customer satisfaction in
Nigerian hotels.
5. *
The aim of this study is to investigate the impact of food quality, service,
and physical environment on customer satisfaction in Kwara Hotel, Ilorin.
To determine the importance of food quality to customers.
To determine the influence of customer service in the effort to
satisfy customers.
To ascertain the roles of physical environment in customer
patronage and satisfaction.
To measure the extent to which food service establishment
implements standard operating procedure in the aspect of food
service.
7. *
• Survey method was used to find, describe, and interpret the
variables necessary for determining the significance of
transportation system in tourism industry
Research
Design
• The study population of this work include thestaff and
management ofKwaraHotel and the online reviewer of the same
hotel viaTripAdvisor.
Study
Population
• A representative number of respondents were selected
amongthe online reviewer ofKwaraHotel and the staff of the
hotel are randomly sampled to give a fair representation.
Sample and
Sampling
Procedure
•Primary Data and Secondary Data
Data Collection
Methods
Data Collection Instrument
•Statistical Packages of Social Science (SPSS). Also, descriptive statistics
was used to compute the mean perception of respondents as well as
express results in simple percentages and frequency, standard
deviation for characteristics and data dispersal.
Method of
Data
Analysis
Questionnaire
& online review
8. *
The Age Distribution of the Sampled
customer
0%
10%
20%
30%
40%
50%
60%
70%
80%
Male Female
70%
30%
Gender Distribution
The Gender Distribution of the Sampled
customer
10. *
s/n
Services
Statistics
Strongly
agree Agree
Fairly
agree Disagreed Total
1 The quality of the service is good n 8 10 2 0 20
% 40 50 10 0.0 100
2 The quality of the food is good n 6 12 2 0 20
% 30.0 60.0 10.0 0.0 100.0
3 There are many varieties on the
menu
n
10 8 2 0 20
% 50.0 40.0 10.0 0.0 100.0
4 The physical environment is good n 10 10 0 0 20
% 50.0 50.0 0.0 0.0 100.0
5 The location is good n 12 8 0 0 20
% 60.0 40.0 0.0 0.0 100.0
6 The staff are welcoming n 10 10 0 0 20
% 50.0 50.0 0.0 0.0 100.0
7 The décor is tasteful n 4 12 2 2 20
% 20.0 60.0 10.0 10.0 100.0
8 The facilities are good n 4 12 4 0 20
% 20.0 60.0 20.0 0.0 100.0
9 The rooms are comfortable N 6 8 2 4 20
% 30.0 40.0 10.0 20.0 100.0
10 The bathrooms are good and clean N 4 12 2 2 20
% 20.0 60.0 10.0 10.0 100.0
11 The security system is good N 10 8 2 0 20
% 50.0 40.0 10.0 0.0 100.0
Participants’ Perception about Service Provision in Kwara Hotel
11. s/n
Services Statistics
Very
satisfied Satisfied
Fairly
satisfied
Not
satisfied Total
1 Howsatisfiedareyouwiththe
hoteland
n
8 8 2 2 20
itsservices % 40.0 40.0 10.0 10.0 100.0
2 Howsatisfiedareyouwiththe
food
n
10 8 2 20
servedinthehotelrestaurant % 50.0 40.0 10.0 100.0
*
Customers’ Satisfaction with Service
Delivery Customers Highest Area of Service Satisfaction
13. 0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Very often Often Seldom
50%
30%
20%
Frequency of Compliments on
Service Delivery
Frequency of Compliments on service Delivery
*
Test of staff Perception and Satisfaction with Service Provision at Kwara Hotel
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Very
important
Important Fairly
important
Not important
90%
10%
0% 0%
Level of Importance of Customer
Satisfaction
Showing Level of Importance of Customer Satisfaction
14. S/N Areas of hospitality management
reviewed by the customers Good Bad Fair
No
comment Total
1 Hygiene facilities such as 20 13 1 53 87
bathrooms, toilets, etc. 23% 14.9% 1.1% 60.9% 100.0
2 Food quality and Varieties 30 7 2 48 87
34.5% 8.0% 2.3% 55.2% 100.0
3 Location of the hotel 15 1 0 71 87
17.2% 1.1% 0.0% 81.6% 100.0
4 Hotel security 16 4 0 67 87
18.4% 4.6 0.0% 77.0% 100.0
5 Recreational facilities such as 31 0 0 56 87
swimming pool, sporting complex 35.6% 0.0% 0.0% 64.4% 100.0
6 Accommodation (Neatness, air 27 15 1 44 87
Conditioning, furniture, etc.) 31.0% 17.2% 1.1% 50.6% 100.0
7 Electricity supply 0 4 0 83 87
0.0% 4.6% 0.0% 95.4% 100.0
8 Staff responsiveness and
professionalism
32 14 0 41 87
36.8% 16.1% 0.0% 47.1% 100.0
9 Internet facility and access 10 13 3 61 87
11.5% 14.9% 3.4% 70.1% 100.0
10 Physical environment 20 2 1 64 87
23.0% 2.3% 1.1% 73.6% 100.0
11 Prices of services 2 18 1 66 87
2.3% 20.7% 1.1% 75.9% 100.0
12 General service delivery 11 3 1 72 87
12.6% 3.4% 1.1% 82.8% 100.0
13 Restaurants and bars 22 2 63 0 87
25.3% 2.3% 72.4% 0.0% 100.0
Customers’ Online Reviews of Hospitality Management in Kwara Hotel
*
15. *
This study makes significant contributions towards understanding the
relationship between food quality, service, physical environment and customer
satisfaction in the hotel.
In terms of quality, the study shows that the taste and variety of meals is part
of how food quality is perceived by customers.
In terms of physical environment, all the customers agreed that the hotel is
situated in a good location; hence it is a quality of the physical environment
that influences the satisfaction of customers.
The staff respondents were also able to suggest areas in which the hotel can further
strengthen the workforce of the hotel which will in turn contribute to customer satisfaction
e.g. staff recruitment, training and incentives which include adequate health care.
16. *
The study shows that the level of customer satisfaction with food quality,
service and physical environment varies from one customer to another, 50%
of the customers derived maximum satisfaction from all the variables
combined, 20% were majorly satisfied with the food, while the remaining
30% got satisfied mostly because of the physical environment.
Most of the customers were pleased with the physical outlook of
the environment of the hotel. They reported it was spacious,
good looking, and impressive.
The study also found out that many of the customers’
expectations were met especially that of those who stayed at
the second wing
Some claimed to be disappointed with the services and
wrote that they will never re-visit or recommend the hotel
to others, but in general hotel’s service, the hotel was rated
high by most customers.
17. *
Majority of the respondents
were satisfied with the food
quality, service and physical
environment of Kwara Hotel
and that each of these
variables altogether has a
great influence on customer
satisfaction.
Also, it can be seen that there are
many areas in which the hotel can
still improve to bring satisfaction
or greater satisfaction to guests,
as the case may be.