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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, vol. 5(2), pages 1-16, July.
    • Handle: RePEc:igg:jthmda:v:5:y:2021:i:2:p:1-16
    as

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    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.
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