قياس جودة خدمة الأغذية و المشروبات و أثرها على رضا العملاء : دراسة ميدانية بالتطبيق على الفنادق ذات الخمس نجوم في مصر

Abstract EN

Service industries play an increasingly important role in developed economies and now account for over 70 percent of employment in many instances .

Service quality depends on customer participation in the process of delivering service , so measuring service quality and assessing customer satisfaction are not easy to be achieved as a result of service characteristics.

The research aims at :  Identifying the determinants of hospitality service quality that perceived in food and Beverage department of five star hotels, assessing their significance to customer satisfaction.

Assessing the level of service introduced in food and Beverage department.

Assessing the critical determinants of service quality in relation to customer satisfaction.

The results are : Service quality for food and Beverage service in five star hotels is determined through a number of determinants as : Tangibility , Responsiveness , Security , Reliability , Assurance, Empathy These determinants explain about 61% of the perceived service with 99% level of confidence.

Hospitality service quality of food and Beverage is less than its international standards , Also the perceived service quality differ from one customer to another.

There is a big significant relationship between the perceived service quality and the determinants offered in the study.

The relative importance of the determinants from customers point of view is : Empathy, Security, Responsiveness, Tangibility, Reliability, Assurance There is a gab between the food and Beverage service offered in the five star hotels and its international standards this gab as : Reliability (23%) , Assurance (19%) , Responsiveness (18%) , Tangibility (17%) , Empathy (16%) , Security (14%).