Impact of Food Service Quality on Guest Satisfaction in Five-Star Hotels: an Exploratory Study

Abstract

We have conducted an exploratory study and looked at the relationship between food service quality and guest satisfaction to determine the DINESERV tools of food service quality that contribute to guest satisfaction in the hotel industry. This research applies qualitative methods and comprises a focus group of eight people and in-depth interviews of 32 restaurant guests from 11 hotels in Bangladesh. This study aims to shed light on DINESERV tools in the hotel industry and contribute to future research initiatives while examining the relationship between food service quality and guest satisfaction. This paper provides the best practices for improving food service quality for hotel food service outlets for guest satisfaction. Assurance, empathy, and tangibles are the three factors that guests consider most significant when evaluating the quality of the food service; as a result, these factors may benefit guest satisfaction. Besides, reliability and responsiveness were less influential factors in guest satisfaction. Again, overall satisfaction has a more significant impact on the food service quality of five-star hotels. These practical and theoretical implications contribute to the knowledge of food and beverage managers on how to improve food service quality and enhance guest satisfaction while advancing the theoretical understanding of the DINESERV tools influencing guest satisfaction in the five-star hotel context.