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Food services and customer loyalty in the hospitality industry

2018; University of the Algarve - ESGHT - CIEO; Volume: 14; Issue: 2 Linguagem: Inglês

10.18089/tms.2018.14203

2182-8466

Vitor Roslindo Kuhn, Antônio Carlos Benetti, Sara Joana Gadotti dos Anjos, Pablo Flôres Limberger,

Consumer Retail Behavior Studies

Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied in a hotel of Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analyzed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features. This construct did not prove to be significant in measuring Loyalty. The construct with best result was Service Brigade, corroborating the studies that conclude that the training of employees is crucial to increase the level of satisfaction and loyalty.