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From Taste Buds to Loyalty: How Food and Service Quality Influence Customer Satisfaction and Repeat Intentions in Hotel Restaurants

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  • Nurul Fatini Che Amat Manal
  • Nurul Ain Husnaa Che Rahami
  • Wan Nazriah Wan Nawawi
  • Malina Hanum Mohd Kamal
  • Yudhiet Fajar Dewantara

Abstract

Customer satisfaction with food and service quality in hotel restaurants is a crucial driver of repeat intentions, directly influencing guest loyalty and long-term business success in the hospitality industry. This study examines the factors that affect customer satisfaction with hotel restaurant offerings and the subsequent impact on customers' intentions to return. The researchers gathered the data for this study using a quantitative research design and customer questionnaires. A 95% response rate was collected and analyzed using SPSS software. Next, the researchers quantitatively analyzed the survey responses using statistical methods to measure customer satisfaction levels and identify key variables influencing repeat intentions. The results of this study have practical implications for hoteliers and restaurant managers looking to improve customer satisfaction and encourage repeat business. Emphasizing continuous staff training, maintaining high food safety standards, and creating a welcoming ambiance are key strategies to enhance customer experiences. Ultimately, understanding the dynamics of customer satisfaction and its direct link to repeat intention can assist hotel restaurants in building enduring guest relationships and establishing a competitive edge in the hospitality market

Suggested Citation

  • Nurul Fatini Che Amat Manal & Nurul Ain Husnaa Che Rahami & Wan Nazriah Wan Nawawi & Malina Hanum Mohd Kamal & Yudhiet Fajar Dewantara, 2024. "From Taste Buds to Loyalty: How Food and Service Quality Influence Customer Satisfaction and Repeat Intentions in Hotel Restaurants," Information Management and Business Review, AMH International, vol. 16(3), pages 397-406.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:3:p:397-406
    DOI: 10.22610/imbr.v16i3(I).3880
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    References listed on IDEAS

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    1. Kyuho Lee & Melih Madanoglu & Inhyuck “Steve” Ha & Anisya Fritz, 2021. "The impact of service quality and customer satisfaction on consumer spending in wineries," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 248-260, February.
    2. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
    3. Nek Kamal Yeop Yunus & Salomawati Ishak, 2012. "The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia," International Journal of Economics, Business and Management Studies, Online Science Publishing, vol. 1(1), pages 22-29.
    4. Yunus, NKY, 2012. "The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia," MPRA Paper 42167, University Library of Munich, Germany.
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