Abstract
The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.
Highlights
Service quality is one of the key factors that influence customers to customers to make a decision on a given product
This study examines that the relationship that exist between service quality and customer satisfaction in the hospitality industry(cafeteria)
The study adds to the existing literature about customer satisfaction in the hospitality industry focusing on cafeterias
Summary
Service quality is one of the key factors that influence customers to customers to make a decision on a given product. Service quality has been seen as critical for the success of organizations because of its close link with customer satisfaction (Gilbert and Veloutsou, 2006) especially in the service industry This implies that, organizations regard quality as a source of competitive advantage which they always strive to achieve. Excellent service increases customer retention and leads to repeat customer purchase behaviour (Cronin and Taylor, 1992) which increases the market share of the companies and generates high revenues. For this reason, restaurant marketers and service
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