Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District
Researching on customer satisfaction is important because satisfied customers become loyal customers. Therefore, it is crucial to measure customer satisfaction towards food and beverage management because satisfied customers make repetitive purchasing and recommendations to others that will make pro...
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Kabale University
2025
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| Online Access: | http://hdl.handle.net/20.500.12493/2884 |
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| author | Tumusiime, Cosmas Bwambale |
| author_facet | Tumusiime, Cosmas Bwambale |
| author_sort | Tumusiime, Cosmas Bwambale |
| collection | KAB-DR |
| description | Researching on customer satisfaction is important because satisfied customers become loyal customers. Therefore, it is crucial to measure customer satisfaction towards food and beverage management because satisfied customers make repetitive purchasing and recommendations to others that will make profits of that particular hospitality establishment. Customer satisfaction with food and beverage management can significantly be influenced by food and beverage presentation, image and physical environment. Hence, earlier, many studies have shown the relationship between food and beverage management and customer satisfaction. But still, limited literature has been focused on the impact of the confirmation of customer expectation on the relationship between food and beverage management and customer satisfaction. Hence, this study aims to measure customer satisfaction based on the food and beverage presentation, image and physical environment. A total of 200 questionnaires were distributed to customers and staff at White Horse Inn Hotel in Kabale district . Totally 133 questionnaires were used for further analysis out of 200, representing a response rate of 66.5%. The result of the study revealed that food and beverage presentation has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards food and beverage management. Implications and directions for future research are also highlighted in this present study. |
| format | Article |
| id | oai:idr.kab.ac.ug:20.500.12493-2884 |
| institution | KAB-DR |
| publishDate | 2025 |
| publisher | Kabale University |
| record_format | dspace |
| spelling | oai:idr.kab.ac.ug:20.500.12493-28842025-02-25T09:09:00Z Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District Tumusiime, Cosmas Bwambale Customer satisfaction food and beverage services and hospitality management. Researching on customer satisfaction is important because satisfied customers become loyal customers. Therefore, it is crucial to measure customer satisfaction towards food and beverage management because satisfied customers make repetitive purchasing and recommendations to others that will make profits of that particular hospitality establishment. Customer satisfaction with food and beverage management can significantly be influenced by food and beverage presentation, image and physical environment. Hence, earlier, many studies have shown the relationship between food and beverage management and customer satisfaction. But still, limited literature has been focused on the impact of the confirmation of customer expectation on the relationship between food and beverage management and customer satisfaction. Hence, this study aims to measure customer satisfaction based on the food and beverage presentation, image and physical environment. A total of 200 questionnaires were distributed to customers and staff at White Horse Inn Hotel in Kabale district . Totally 133 questionnaires were used for further analysis out of 200, representing a response rate of 66.5%. The result of the study revealed that food and beverage presentation has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards food and beverage management. Implications and directions for future research are also highlighted in this present study. 2025-02-07T12:43:08Z 2025-02-07T12:43:08Z 2024 Article Tumusiime, C. B. (2024). Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District. Kabale University. http://hdl.handle.net/20.500.12493/2884 CC0 1.0 Universal http://creativecommons.org/publicdomain/zero/1.0/ application/pdf Kabale University |
| spellingShingle | Customer satisfaction food and beverage services and hospitality management. Tumusiime, Cosmas Bwambale Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title | Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title_full | Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title_fullStr | Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title_full_unstemmed | Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title_short | Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District |
| title_sort | impact of food and beverage management on customer satisfaction in the hospitality sector a case study of white horse inn hotel kabale district |
| topic | Customer satisfaction food and beverage services and hospitality management. |
| url | http://hdl.handle.net/20.500.12493/2884 |
| work_keys_str_mv | AT tumusiimecosmasbwambale impactoffoodandbeveragemanagementoncustomersatisfactioninthehospitalitysectoracasestudyofwhitehorseinnhotelkabaledistrict |