IMPACT OF FOOD SERVICE QUALITY ON GUEST SATISFACTION IN FIVE-STAR HOTELS: AN EXPLORATORY STUDY
IMPACT OF FOOD SERVICE QUALITY ON GUEST SATISFACTION IN FIVE-STAR HOTELS: AN EXPLORATORY STUDY

Summary/Abstract: We have conducted an exploratory study and looked at the relationship between food servicequality and guest satisfaction to determine the DINESERV tools of food service quality that con-tribute to guest satisfaction in the hotel industry. This research applies qualitative methods andcomprises a focus group of eight people and in-depth interviews of 32 restaurant guests from 11hotels in Bangladesh. This study aims to shed light on DINESERV tools in the hotel industry andcontribute to future research initiatives while examining the relationship between food servicequality and guest satisfaction. This paper provides the best practices for improving food servicequality for hotel food service outlets for guest satisfaction. Assurance, empathy, and tangibles arethe three factors that guests consider most significant when evaluating the quality of the foodservice; as a result, these factors may benefit guest satisfaction. Besides, reliability and respon-siveness were less influential factors in guest satisfaction. Again, overall satisfaction has a moresignificant impact on the food service quality of five-star hotels. These practical and theoreticalimplications contribute to the knowledge of food and beverage managers on how to improve foodservice quality and enhance guest satisfaction while advancing the theoretical understanding ofthe DINESERV tools influencing guest satisfaction in the five-star hotel context.

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