Impact of Food and Beverage Quality and Service Quality Towards Customer Satisfaction and Customer Retention, A Study of Five-Star Hotels

Abstract

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. Managers should use this to assess their performance and gain a better grasp of the standard of F&B services. Research Implications: Since the current study was restricted to the capital city of India and because the responses may have been subjective, it cannot be said to be completely conclusive. The study shows, from a practitioner's perspective, that the F&B services departments of five-star hotels in New Delhi, India, have performed notably well in terms of the quality of their services and to categorize the regions of difference in provision and F&B product quality. Originality/Value: This study fills a research gap on customers' opinions on the provision of food and beverages in the food and beverage division of five-star hotels. It also advances knowledge of visitors' expectations and perceptions of the value of the F&B services.