Measuring Food and Service Quality, Guest loyalty with Food Outlets – A Study on National Highway of Punjab
Amrik Singh1, Sanjeev Kumar2, Rashidur Rahman3
1Amrik Singh, Department of Hotel Management and Tourism, Lovely Professional University Jalandhar-Delhi, G.T. Road, Phagwara, (Punjab), India.
2Sanjeev Kumar, Department of Hotel Management and Tourism, Lovely Professional University Jalandhar-Delhi, G.T. Road, Phagwara, (Punjab), India.
3Rashidur Rahman, Lecturer, Lovely Professional University Patna, (Bihar), India.
Manuscript received on 15 June 2019 | Revised Manuscript received on 11 July 2019 | Manuscript Published on 17 July 2019 | PP: 437-441 | Volume-8 Issue-1C2 May 2019 | Retrieval Number: A10710581C219/2019©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: In India various travelers are travels on national highways as a part of tourism activity and leisure. This research study conducted on the route from Jalandhar to Amritsar highway focusing on food outlets across the highways. Present report is based on field research which proposes measurement of the food and quality of service offered by the food outlets.In this study new models identify for measuring the standard service and food quality for the evolution of service and food quality. For any food outlet customers are important and a satisfied customer converts in to a loyal customer and revisits the same outlet again and recommend to their friends and relatives. Every customer have different expectation from the food outlet, so it the prime responsibilities of the food outlet to fulfill the basic requirement of the customer, so that they fully satisfied with the services provided by the food outlets. Partial Least Square (PLS) technique applied to assess the hypothesized model. Data was analyzed through SmartPLS software. Data was analyzed using SPSS software with 21 versions. The respondents are from the various regions that are travelling form jalandhar to Amritsar national highway. Total respondent targeted were around 250 and responses received from 200 only.The 5 points Likers scale was applied in order to measure all the factors. The results of the study inferred that the food quality and quality of service improves the satisfaction level of the customer which will help to convert the customer loyal toward the food outlets. Every customer have different perception towards the food and quality of servicebut this study prove that if food outlets maintained the food quality and quality of serviceit fulfill all the expectations of the customer which lead profitability and long term relationship with customers.
Keywords: Food Quality, Quality of service, Food Loyalty and Customer Satisfaction.
Scope of the Article: Social Sciences