உணவு மற்றும் தொழில்துறை நுண்ணுயிரியல் இதழ்

Significance Of Service Quality And Its Influence On Customer Satisfaction And Customer Loyalty In The Restaurants Of Five-Star Hotels Of Delhi-NCR

Abstract

Omar Abdullah*, Tahir Sufi and Sanjeev Kumar

Purpose: The effort of this research is to look into the connection amid eatery main qualities, client happiness, guest faithfulness and behavior goals. The significance of guest pleasure in mediating the association among eatery, service quality and interactive purposes is examined.

Design/methodology/approach: The complete model size was 296 individuals, which is adequate to get a good depiction of the comprehensive populace. The embattled example stood obtained using a non-probability sampling technique from customers who frequented five-star restaurants.

Findings: The outcomes specify that indispensable restaurant appearances have a durable auspicious influence on interactive purposes. The relationship between key restaurant elements and customer behaviour intentions is moderately facilitated by customer desire. The findings also reveal that there is a considerable disparity between customer loyalty and key restaurant attributes' importance and performance.

Originality/value: This study fills a gap on guest pleasure and trustworthiness in the food and beverage restaurants in five-star hotels, contributing to a well empathetic of customers' expectations and the key restaurant characteristics that influence guest pleasure and postdining behavior intents, influencing customer faithfulness.