Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

Isaac Asare, Beatrice Mensah, Sylvester Achio

OAI: oai:igi-global.com:269288 • DOI: 10.4018/IJTHMDA.2021070101

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.

Business and Management Hospitality, Travel, and Tourism Management Hospitality, Travel, & Tourism Management