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68351

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

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Last updated: 04 Jan 2025

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Abstract

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%).

DOI

10.21608/jaauth.2007.68351

Authors

First Name

Emad

Last Name

Abd Ela'al

MiddleName

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Affiliation

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Email

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City

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Orcid

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First Name

Hazem Tawfik

Last Name

Haleem

MiddleName

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Affiliation

Department of Hotel Studies - Faculty of Tourism and Hotels - Suez Canal University

Email

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City

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Orcid

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First Name

Nagwa

Last Name

Ghorab

MiddleName

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Affiliation

Department of Hotel Studies - Faculty of Tourism and Hotels - Sadat City University

Email

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City

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Orcid

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First Name

Said

Last Name

Salama

MiddleName

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Affiliation

Hotel studies department, faculty of tourism and hotel, Suez Canal University

Email

dr.said_salama@tourism.suez.edu.eg

City

ismaillia

Orcid

-

Volume

4

Article Issue

1

Related Issue

7795

Issue Date

2007-06-01

Receive Date

2007-01-15

Publish Date

2007-06-01

Page Start

95

Page End

115

Print ISSN

1687-1863

Online ISSN

2682-4612

Article File

JAAUTH_Volume 4_Issue 1_Pages 95-115.pdf

PDF . 505.3kB

Link

https://jaauth.journals.ekb.eg/article_68351.html

Detail API

https://jaauth.journals.ekb.eg/service?article_code=68351

Order

4

Type

Original Article

Type Code

997

Publication Type

Journal

Publication Title

Journal of Association of Arab Universities for Tourism and Hospitality

Publication Link

https://jaauth.journals.ekb.eg/

MainTitle

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

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Article

Created At

22 Jan 2023