Impact of Food & Beverage (F&B) Service Quality on Customer Satisfaction: A Case of Delhi Based Food Establishments

Abstract

In the modern time, it has become very important to focus on quality service to survive in the market and stand out in competition for any business. Along with focusing on quality, restaurants should also focus on customers’ issues promptly. Food establishments can improve their quality practices to stand out from competitors and ultimately enhance customer satisfaction. In this study, the impact of service quality in food and beverage businesses on customer satisfaction has been assessed with the help of both qualitative and quantitative research techniques. The structured questionnaire has been developed and circulated to find out various aspects of customer satisfaction levels in F&B practices in Delhi. The primary data has been collected from 450 customers who visited F&B outlets in Delhi. For the accomplishmentof study objectives a one-sample t-test has been adopted and applied so that the results could help restaurants’ managers and owners to form a flexible policy for improving their service practices and customer satisfaction.