IDEAS home Printed from https://ideas.repec.org/a/igg/jthmda/v5y2021i2p1-16.html

Effect of Service Quality on Customer Satisfaction in Selected Cafeterias: A Structural Equation Modeling Approach

Author

Listed:
  • Beatrice Atta Mensah

    (Accra Technical University, Ghana)

  • Sylvester Achio

    (Catholic Institute of Business and Technology, Ghana)

  • Isaac Ofori Asare

    (Vita Verde Consult, Ghana)

Abstract

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

Suggested Citation

  • Beatrice Atta Mensah & Sylvester Achio & Isaac Ofori Asare, 2021. "Effect of Service Quality on Customer Satisfaction in Selected Cafeterias: A Structural Equation Modeling Approach," International Journal of Tourism and Hospitality Management in the Digital Age (IJTHMDA), IGI Global Scientific Publishing, vol. 5(2), pages 1-16, July.
    • Handle: RePEc:igg:jthmda:v:5:y:2021:i:2:p:1-16
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJTHMDA.2021070101
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Molina-Azorín, Jose F. & Tarí, Juan José & Pereira-Moliner, Jorge & López-Gamero, María D. & Pertusa-Ortega, Eva M., 2015. "The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry," Tourism Management, Elsevier, vol. 50(C), pages 41-54.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Erlantz Allur & Iñaki Heras-Saizarbitoria & Olivier Boiral & Francesco Testa, 2018. "Quality and Environmental Management Linkage: A Review of the Literature," Sustainability, MDPI, vol. 10(11), pages 1-15, November.
    2. Ricardo Santa & Rodrigo Zarate-Torres & Claudia Fabiola Rey-Sarmiento & Diego Morante, 2025. "Strategic Innovation and Leadership Dynamics: Unveiling Mediating Effects on Operational Quality in Manufacturing Organizations," Administrative Sciences, MDPI, vol. 15(3), pages 1-22, March.
    3. Gonca ATICI, 2018. "Bitcoin and Blockchain: A Threat or Opportunity for the Financial System," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 4, ejes_v4_i.
    4. Vašaničová Petra & Litavcová Eva & Jenčová Sylvia, 2018. "Occupancy of the Slovak Accommodation Establishments by Foreign Tourists," Czech Journal of Tourism, Sciendo, vol. 7(2), pages 133-152, December.
    5. Mahmoud Alreahi & Zoltán Bujdosó & Moaaz Kabil & Ali Akaak & Kata Feketéné Benkó & Widhayani Puri Setioningtyas & Lóránt Dénes Dávid, 2022. "Green Human Resources Management in the Hotel Industry: A Systematic Review," Sustainability, MDPI, vol. 15(1), pages 1-25, December.
    6. Mansour Alyahya & Meqbel Aliedan & Gomaa Agag & Ziad H. Abdelmoety, 2023. "The Antecedents of Hotels’ Green Creativity: The Role of Green HRM, Environmentally Specific Servant Leadership, and Psychological Green Climate," Sustainability, MDPI, vol. 15(3), pages 1-18, February.
    7. Zhang, Shu-Ning & Li, Yong-Quan & Liu, Chih-Hsing & Ruan, Wen-Qi, 2021. "Does live performance play a critical role in building destination brand equity — A mixed-method study of “Impression Dahongpao"," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    8. Allal-Chérif, Oihab & Costa Climent, Juan & Ulrich Berenguer, Klaus Jurgen, 2023. "Born to be sustainable: How to combine strategic disruption, open innovation, and process digitization to create a sustainable business," Journal of Business Research, Elsevier, vol. 154(C).
    9. George H. Ionescu & Daniela Firoiu & Ramona Pîrvu & Roxana Bădîrcea & Cristian Drăgan, 2018. "Implementation of Integrated Management Systems and Corporate Social Responsibility Initiatives—A Romanian Hospitality Industry Perspective," Sustainability, MDPI, vol. 10(10), pages 1-15, October.
    10. Sheena Carlisle & Karam Zaki & Mohamed Ahmed & Louise Dixey & Emmet McLoughlin, 2021. "The Imperative to Address Sustainability Skills Gaps in Tourism in Wales," Sustainability, MDPI, vol. 13(3), pages 1-18, January.
    11. Binh Do & Ninh Nguyen, 2020. "The Links between Proactive Environmental Strategy, Competitive Advantages and Firm Performance: An Empirical Study in Vietnam," Sustainability, MDPI, vol. 12(12), pages 1-22, June.
    12. Joanna Martusewicz & Karol Szewczyk & Arkadiusz Wierzbic, 2022. "The Environmental Protection and Effective Energy Consumption in the Light of the EFQM Model 2020—Case Study," Energies, MDPI, vol. 15(19), pages 1-17, October.
    13. Jian Ming Luo & Ka Yin Chau & Yulan Fan & Hong Chen, 2021. "Barriers to the Implementation of Green Practices in the Integrated Resort Sector," SAGE Open, , vol. 11(3), pages 21582440211, July.
    14. Zorica Duric & Jasna Potočnik Topler, 2021. "The Role of Performance and Environmental Sustainability Indicators in Hotel Competitiveness," Sustainability, MDPI, vol. 13(12), pages 1-26, June.
    15. Sim Choon Ling & Muhammad Shahar Jusoh & Noormaizatul Akmar Ishak, 2018. "An Integrative Theoretical Framework for Understanding the Role of Structural Capability in Quality Management Practices on Quality Performance," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 8(11), pages 974-984, November.
    16. Hernandez-Vivanco, Alfonso & Bernardo, Merce, 2023. "Management systems and productive efficiency along the certification life-cycle," International Journal of Production Economics, Elsevier, vol. 266(C).
    17. Mohamed Hamdoun & Mahmoud Zouaoui, 2017. "Impact of Environmental Management on Competitive Advantage of Tunisian Companies: The Mediator Role of Organizational Culture," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 76-82.
    18. repec:mje:mjejnl:v:12:y:2017:i:3:p:149-160 is not listed on IDEAS
    19. Ehsan Namdar Joyami & Nour Mohammad Yaghoubi & Seyed AliGholi Rowshan, 2024. "Quality Management and Environmental Management: Role of Knowledge Transfer and Organizational Innovation in Knowledge-Based Firms," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 8457-8494, June.
    20. Mert Gürlek & Muharrem Tuna, 2018. "Reinforcing competitive advantage through green organizational culture and green innovation," The Service Industries Journal, Taylor & Francis Journals, vol. 38(7-8), pages 467-491, June.
    21. Mihaela Iona?cu & Ion Iona?cu & Marian Sacarin & Mihaela Minu, 2017. "Exploring the Impact of ISO 9001, ISO 14001 and OHSAS 18001 Certification on Financial Performance: The Case of Companies listed on the Bucharest Stock Exchange," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 166-166, February.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jthmda:v:5:y:2021:i:2:p:1-16. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.