Impacts of Quality Dimensions and Price on Customer Satisfaction of Wedding Banquets in Five Star Hotels in Colombo District
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Date
2014
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Uva Wellassa University of Sri Lanka
Abstract
Customer Satisfaction and Quality Dimensions remain vital issues in most service industries, including wedding banquet service providers. Service quality and customer satisfaction are inarguably the two core concepts in marketing theory and practice. This study examined the relationships between three determinants of quality dimensions (predictors: quality of food, quality of staff service, and quality of physical environment), price and satisfaction in wedding banquets in five star hotels in Colombo district. Despite the importance of food service quality, academics and managers know relatively little about how the combined effects of quality (food, service, and physical environment) elicit customer satisfaction. All the wedding hosts who celebrated their wedding in five star hotels in Colombo district are represented as population of this study and sample is hundreds of hosts in total population. Data was collected through questionnaire from selected sample. Questionnaire was developed in order to disclose key indicators which are related to independent and dependent variables to achieve research objectives. Multiple regression analysis with interactions showed that quality of food, service, and physical environment were all significant determinants of customer satisfaction.
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Hospitality, tourism And Events Management Degree Programme