The impact of service quality on the satisfaction of ethnic groups

Abstract EN

The current demographic trends indicate that the population growth for ethnic minority groups is increasing considerably faster than the overall rate of population.

The urgent demand from the hospitality industry for responsiveness and high quality service, and consequently guest satisfaction, come forward as important concern for National Forest Management.

For that reason, providing high quality and satisfying the expected experiences require hotel managers to determine hgw guests perceive satisfaction and quality service.

Therefore, this study tries to identify the main attributes that may influence customer satisfaction.

It also tries to explore those attributes’ relationships with the customer satisfaction.

This research focuses on food and beverage service quality, profiling its customers into three ethnic groups: Chinese, Japanese, and Korean.

A survey questionnaire will be administered to a proportional sample of those groups of ethnic guests.

The findings of this research may enhance the services already delivered to such ethnic groups.

Implications for policy makers will be discussed and guidelines for future research will be provided.

The result of analyzing ethnic groups’ satisfaction, based on different ethnic groups, shows that disparity stems from different ethnic groups who have a major effect on satisfaction rate.

Further analysis on the satisfaction difference among ethnic groups has shown that the Chinese group expresses the highest satisfaction, followed by Japanese showing the lowest satisfaction.

For the Korean groups, there is no significant relationship between their satisfaction and the service quality, which means that the Korean groups are more interested in the price of the service than its quality.