Service Quality and its Influence on Customer Satisfaction and Customer Loyalty in the Restaurants of Five-Star Hotels

Abstract

This research investigates the connection between service qualities, patron satisfaction, and guest loyalty. The significance of guest satisfaction in five-star hotel restaurants and how it impacts guest loyalty is examined. The finished model size was 300 individuals, which is adequate for a good depiction of the vast populace. The embattled example was obtained using a non-probability sampling technique from customers who frequented fivestar restaurants. The outcomes specify that indispensable restaurant appearances have a durable auspicious influence on interactive purposes. The relationship between crucial restaurant elements and customer behavioral intentions is moderately facilitated by customer desire. The findings also reveal a considerable disparity between customer loyalty and key restaurant attributes' importance and performance. This study fills a gap in guest pleasure and guest loyalty in five-star hotels' food and beverage restaurants, contributing to a well empathetic of customers' expectations and the critical restaurant characteristics that influence guest pleasure and post-dining behavior intents, influencing customer loyalty.

Keywords

• service quality
• customer loyalty
• behavioral intentions
• customer satisfaction
• delhi-ncr