Service Quality Measurement of Food and Beverage in a 5 (Five) Star Rated Hotel in Bangladesh-A Case Study

Abstract

In the hospitality industry, food and beverage service is crucial for the satisfaction of guests. Based on the SERVQUAL model, this study seeks to measure the service quality based on customers' perceptions of the food and beverage offerings in restaurants of one of Bangladesh's 5-star hotels. The Dhaka Regency Hotel & Resort was chosen as the study's location. In this study, primary as well as secondary sources of information were utilized. A self-administered questionnaire was utilized to obtain the primary data from the respondents. Examining previous studies and scholarly articles on the measurement of food and beverage service quality led to the identification of the variables used in the questionnaire.  The data have been analyzed using SPSS software, and the results have been discussed. This study considered five dimensions, or roughly ten dimensions, related to the service industry as the variable for measuring the service quality disparity. The analysis indicates that the service quality of the food and beverage departments of five-star hotels is highly dependent on the physical appearance of the service providers; the surrounding atmosphere; the food quality; the "approachability", "Competence", "Courtesy", and "communication skills" of the employees; the safety & security system; and the personalized services provided to individual customers. Through a survey, this study also attempted to analyze the consumer market and their level of satisfaction with the food and beverage department's service quality at the Dhaka Regency Hotel & Resort.

Keywords: Service Quality, Food, and Beverage, Servqual, Customer Satisfaction.

DOI: 10.7176/EJBM/15-14-06

Publication date:July 31^st 2023