Beverage Service Quality Research Articles

The moderating role of food and beverage service quality in the nexus between cost systems and financial performance indicators in the restaurant context

The moderating role of food and beverage service quality in the nexus between cost systems and financial performance indicators in the restaurant context

The potential impact of cost systems in enhancing food and beverage service quality: Moderation roles of education level and career experiences

The potential impact of cost systems in enhancing food and beverage service quality: Moderation roles of education level and career experiences

An analysis on airline passenger satisfaction through services provided by international airline

International airlines have been seeing a consistent change in menu based on their client's interest. This created an impact on the design of an advanced menu that is compiled for a complete diet to provide full nourishment based on airline. Food and beverage service quality has become a feature for international airline companies in contending with one another and in keeping their esteem and noticeable quality in the choice of their specific airline travellers, as the extending wants of aircraft passengers lead to a healthy eating regimen with a customised menu in regard to flight catering. International airlines of various destinations has expanded the variety of food and refreshment with quality according to passengers, further in customising the diet with their desires, and through quality of food and beverages, in order to retain their passengers especially to get them back later on airline. The objective of this study is to identify the quality of food and beverage provided to international airline travellers. Secondly, on knowing the various expectations of passengers like onboard facilities, by upgrading the menu as per passenger's expectation and by the nature of airline administrations, in order to satisfy them with the quality of service.

An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla

The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.

Can the Quality of Hospitality Services Play a Role in Sustainable Equestrian Tourism in Slovenia? Mediations, Effects, and Implications

This study investigates the relationship between the quality of hospitality services and sustainable equestrian tourism development in Slovenia. The focus will be on the relations between equestrian tourism motivations, hospitality services quality, overall service quality, equestrian tourists’ satisfaction, and behavioral intentions. The target population was equestrian tourists who stayed in one of 30 tourism farms in Slovenia and used both accommodation and food and beverage services. Face-to-face surveys with convenience sampling were used for the data collection. The results show that equestrian tourism motivations are positively associated with both hospitality services quality and the overall service quality in equestrian tourism. Moreover, the overall service quality in equestrian tourism is positively related to equestrian tourists’ satisfaction, while equestrian tourists’ satisfaction is positively related to behavioral intentions. In addition, accommodation service quality and food and beverage service quality both mediate the association between equestrian tourism motivation and overall satisfaction. The study provides both theoretical and practical implications. For one thing, it fills the research gaps present in the literature. In addition, it gives practical guidelines to farmers and tourism practitioners regarding equestrian tourism development as one of the popular areas of sustainable tourism development in rural settings.

A Study on the Role of Food and Beverage Service Quality in the Preference of Air Transport Companies

A Study on the Role of Food and Beverage Service Quality in the Preference of Air Transport Companies

The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty

The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty

The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty

This study was to empirically determine the relationship between hotel food & service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.

Research Note: Service Quality and Market Structure in the International Tourist Hotel Industry

This paper empirically examines the relationship between service quality and market structure using metropolitan-level panel data from the Taiwanese hotel industry. The empirical results indicate, first, that the influence of market structure on room service quality is U-shaped – high and low levels of market concentration lead to better service quality; and, second, that market structure is positively associated with food and beverage service quality.

Measuring food and beverage service quality in spa hotels

Purpose – The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach – A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings – Factor analysis revealed six quality dimensions: “assurance and employee knowledge”; “healthy and attractive food”; “empathy”; “tangibles”; “responsiveness of service delivery”; “reliability”. Customer expectations were highest for “tangibles” and “assurance and employee knowledge”. The largest gaps between perceptions and expectations were for “healthy and attractive food” and “tangibles”. Practical implications – Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value – This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

Does better service induce higher profitability? Evidence from Taiwanese Hospitality Industry

We adopt Wang et al. (2006) service quality measure to examine how the qualities of various hotel services affect hotel's profitability using panel data in the Taiwanese international tourist hotel sector. The empirical results indicate that there is a non-linear relationship between food and beverage service quality and hotel profitability, while the effect of room service quality on hotel profitability is not significant.

Food, Beverage, and Service Quality: Does Culture Impact Satisfaction with University Food Services?

ABSTRACT Cross-cultural and service quality research supports the theory that culture impacts customer satisfaction from a variety of service settings; however, a domain that has yet to be explored is culture's impact on satisfaction with food and beverage service quality in university food services. Therefore, the purpose of this study was to compare four unique groups of students: Asian, Latin American, Indian, and Canadian/UK to measure if any differences were evident between the groups in satisfaction levels of services and product (food and beverage) offerings at a southeastern university. A total of 141 of the 342 international students completed a survey which consisted of 31 items that resulted in a six-factor solution. MANOVA testing indicated that there was a significant difference between cultural groups ratings of the factors, Wilks' λ = .594, F (18, 249.4) = 2.80, p < .001. Tests of between subjects effects indicated that significant differences existed in three of the six factors: Food Dislikes, F (3, 93) = 8.52, p = .008; Drinks, F (3, 93) = 17.7, p = .003; and Price, F (3, 93) = 9.02, p = .049.

Measuring Food and Beverage Service Quality and its Effect on the level of Customer Satisfaction : A field study applied to five-star hotels in Egypt

Service industries play an increasingly important role in developed economies and now account for over 70 percent of employment in many instances . Service quality depends on customer participation in the process of delivering service, so measuring service quality and assessing customer satisfaction are not easy to be achieved as a result of service characteristics. The research aims at: • Identifying the determinants of hospitality service quality that perceived in food and Beverage department of five star hotels, assessing their significance to customer satisfaction. Assessing the level of service introduced in food and Beverage department. Assessing the critical determinants of service quality in relation to customer satisfaction. The results are : Service quality for food and Beverage service in five star hotels is determined, through a number of determinants as : Tangibility. Responsiveness . Security. Reliability , Assurance. Empathy These determinants explain about 61% of the perceived service with 99% level of confidence. Hospitality service quality of food and Beverage is less than its international standards , Also the perceived service quality differ from one customer to another. There is a big significant relationship between the perceived service quality and the determinants offered in the study. The relative importance of the determinants from customers point of view is: Empathy. Security. Responsiveness. Tangibility. Reliability. Assurance There is a gab between the food and Beverage service offered in the five star hotels and its international standards this gab as : Reliability (23%). Assurance (19%). Responsiveness (18%). Tangibility (17%), Empathy (16%), Security (14%).