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Essay

Research Hotels Leeuwarden

This research intended to investigated which dimensions of service quality are the most important for overall guest satisfaction. The sub dimensions’ staff quality, atmosphere and food quality were used to determine the relation with overall guest satisfaction in service providing restaurants in Leeuwarden. 140 hospitality students participated to this quantitative research and filled-in a questionnaire based on the SERVQUAL method in 27 different restaurants in Leeuwarden. The questionnaire is based on 10 point Linkert scale and divided in five segments: tangibles, reliability, responsiveness, assurance and empathy. The gathered data indicates that responsiveness of staff has the strongest relation with overall guest satisfaction, followed by food quality and interior. Cleanliness and food temperature have the weakest relationship with overall guest satisfaction. The outcome of this research could be used by restaurant managers and all restaurant that provide staff service. KEYWORDS: Guest satisfaction, Atmosphere, Staff quality, Food quality, Restaurants, Satisfaction

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