Assessing the Relationship between Service Reliability and Customer Satisfaction in Restaurants within 3 to 5-Star Hotels in Bujumbura Province, Burundi
DOI:
https://doi.org/10.53819/81018102t4360Abstract
The hospitality industry has experienced significant growth, which has resulted in heightened customer demands. In order to remain competitive, restaurants must provide services that meet customers' expectations. Meeting high service quality standards is essential for dining establishments to satisfy customer needs and expectations. However, Burundi's hospitality sector faces service provision challenges contributing to business instability. Therefore, this study sought to evaluate the relationship between service reliability and Customers satisfaction in restaurants within 3 to 5-star hotels. The study focused on three to five-star hotels in Bujumbura, Burundi's capital, to measure customers' experiences with hotel management using the DINESERV model. Descriptive statistics was used to determine the frequency, percentage, and means. The targeted population for the research was 299,000 people from Bujumbura city from which a sample size of 315 respondents was gotten. The data was analyzed using Statistical package of Social sciences (SPSS), presenting the results in graphical formats and run at 95% confidence level and 0.05 level of significance. The study employed a random sampling method of 25 three to five-star hotels, including their restaurants, with a suggested 35 restaurants to be included. Data collection utilized mixed research methods, combining qualitative and quantitative techniques through structured questionnaires and interview guides. The findings revealed a statistically significant relationship between service reliability and customer satisfaction in restaurants within 3 to 5-star hotels (p= 0.001< 0.05). Thus, null hypothesis was rejected. The study concludes that customers are greatly satisfied with restaurant that ranked highest in reliability in terms of their services. In view of the findings, the study recommends that restaurants management should focus on service reliability practices to enhance satisfaction of their customers.
Keywords: Service Reliability, Customer Satisfaction, Hotel Restaurants, Bujumbura Province, 3 to 5-Star Hotels
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