Revisiting Intention in Food Service Outlet of Five-Star Hotels: A Quantitative Approach Based on Food Service Quality

Abstract

This research looked at how food service quality impacts guest satisfaction and revisited the intention of a hotel’s food service outlet. We have collected 260 responses from restaurant patrons of 17 five-star hotels, and the proposed correlations were carried out using PLS-SEM. A questionnaire was administered to the restaurant guest of five-star hotels, resulting in evidence confirming two of the three presented hypotheses and the five-dimensional nature of DINESERV. This study examines the DINESERV application in restaurants to advance knowledge of food service quality. The research provides empirical insights regarding food service quality and guest satisfaction, being simultaneously linked with a revisiting intention. The DINESERV analysis of this study broadens knowledge within and beyond hotel management research. The output of the study has enhanced understanding of learning and thinking of the best practice in the hotel industry’s food service quality. The study assesses food service quality and answers some fundamental questions concerning the importanceof guest satisfaction, its practical implications, and understanding why guests are likely to return to a five-star hotel in Bangladesh. The hotel’s food and beverage manager can apply the study findings to create a valuable experience for their hotel guests so that they wouldlike to return, and ensure revenue.