A Study on the Association between Customer Satisfaction and Customer Loyalty in the Inhouse Restaurant in Selected Hotels of Ludhiana City (original) (raw)
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In this study the customer satisfaction means that how customers perceive the food and service quality of the hotel which customer becomes happier. For this point of view it is very important to understand the customer demand to fulfill the expectation of the customer as per their needs. The success of food and beverage outlet depends on its ability to satisfy the customer by providing dining. In hotel industry customer satisfaction is largely curved upon the quality of food and service. Customer satisfaction has a direct impact on organization profitability; in the study two factors identified for satisfaction of customer that is service quality, service features, food quality and future intention. ANOVA, T-test Correlation and Multiple regressions were applied on food and service quality to find out which has strong effect on customer satisfaction. Beside this research finding shows that both food quality play an important role for satisfaction of customer. It was concluded that food quality dimension had a strong impact on customer satisfaction then service quality. In the study, a survey question naire was used as the data collection technique which was developed to measure the food quality and service quality in three star hotels. There spondents are from the region of Punjab who stayed in three star hotels at Jalandhar, Chandigarh, Ludhiana and Amritsar. A total of 180 question naires were distributed, out of which 150 are received from the respondents. The 5 points Likert Scale was used for measuring the performance of food and service quality for customer satisfaction.
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Purpose: The objective of this study is to examine how customer happiness at five-star hotels is impacted by the quality of the F&B they receive and the services they receive, which in turn affects retention. Design/methodology/approach: A convenience sampling strategy was utilized to distribute a self-administrated survey to 386 guests who used the F&B services of five-star hotels in Delhi-NCR. The model and study's hypotheses were evaluated in this study using a structural assessment modelling methodology, with AMOS 20.0 serving as the evaluation tool. Findings: The outcomes of the study show that CS and its impact on customer retention are significantly and favorably influenced by quality of the cuisine and beverages, as good as the service. Theoretical framework: This study recognizes the magnitude of numerous customer satisfaction metrics from a managerial perspective to predict customer retention or re- purchase plans in the standpoint of a five-star eatery in Delhi....
Food services and customer loyalty in the hospitality industry
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Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied to a hotel in Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analysed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features, which did not prove to be significant to Loyalty. The most significant construct was Service Brigade, a finding consistent with studies that show that employee training is key to increase the level of satisfaction and loyalty.
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The tourism industry has played an important role in the economy of different countries in the last decades. Many countries have considered tourism as a mean for generating more travellers and tourists that resulted in more business and profits in their home countries. The self-developed theoretical model consists of a set of dimensions relating to service quality and satisfaction from the outlook of the hotel guests, who are visiting Kerala hospitality industry, has been developed by the researcher, which is depicted in Figure 1.1. Tourism is growing day by day around the world. In every state, one of their major incomes is from tourism industry itself, so all the governments are promoting tourism industry as much possible. But in Kerala, the liquor policies, harthal are affecting the tourism in flow to certain extent, even though a major portion of the revenue is from tourism industry. Service quality is having a tremendous role in the quality upliftment. Once service quality improves, tourist flow will also increase. This in turn will help the state in building a good image and position in hospitality/Tourism map.
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This study aims to investigate the essential variables of service quality, customer value, and brand image that contribute to customer loyalty in the Bengaluru restaurant business. In addition, the purpose of this study was to validate the relationship between independent factors, such as service quality, customer value, and brand image, and the dependent variable, customer loyalty. This study utilized a simple random sample technique to pick 120 respondents who dine at various Bengaluru restaurants. The respondents' personal information has been analyzed utilizing descriptive statistics. The ideas have also been evaluated using Pearson's correlation test. All hypotheses have been found to be supported by the data, indicating that the examined variables are strongly associated with one another. Consequently, the results indicate that restaurant management should not only establish and maintain a competitive advantage in the restaurant industry market, but also devote more resources to enhancing service quality, enhancing customer value, and establishing a brand image that will ultimately contribute to securing customer loyalty.
Customer Satisfaction Analysis of Restaurant Industry: An Empirical Study on Rangpur City
International Journal of Management and Accounting, 2021
At present, the service industry makes an important contribution to World's GDP, especially in Bangladesh. Customer satisfaction is one of the Catchwords of every service industry. The study is conducted to identify some key factors of customer satisfaction in the restaurant industry. In the Rangpur city area, 20 restaurants were selected to conduct the study. This research is based on an empirical study. Simple random sampling methods were used to select 120 customers. 5 points Likert scale and open-ended questions were used to prepare a questionnaire. This study tried to adjust customer’s perceptions with service quality for the customers’ satisfaction with the restaurant industry. Undesirable perceptions of customers were found concerning product and service quality, pricing policy, the value of the restaurant, and loyalty of those restaurants side by side concerning waiters' service and space convenience customers' perceptions were encouraging. Based on findings it w...
Dimension of Customer Satisfaction in the Hotel Business
Customer Satisfaction is the key Challenges for the Hotel Business, because it is unpredictable and customer interest towards food is keep on changing. Hence Providing Customer satisfaction and maintaining it to the greatest extent is a typical task for the Hotel owners. In the competitive scenario, it is very hectic task to differentiate the service quality among the competitors in order to retain the existing customers. The vast development in the Indian tourism sector customer expectation on quality food products and hygienic services in the current trend has moved to professionalism. Successful businesses evidence the match between customer demand and service quality. The Objective of this research is to identify the traveller's comments and their satisfaction in the selected leading hotels. The researcher expects that this study will ensure the professionalism followed in the hotel business and estimates the methods followed in the hotel business for customer satisfaction.