Food services and customer loyalty in the hospitality industry
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 o...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2018-04-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/1013/pdf_96 |
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| Summary: | 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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| ISSN: | 2182-8466 |