Abstract:
In the hospitality industry customer perception and satisfaction are largely hooked
upon quality of service in the quest to retaining customers in the restaurants. This
study is aimed at examining the impact of sanitation to customer retention in
restaurants in the Tamale Metropolis. Some of the key elements that were used to
examine the study were customer perception and satisfaction on sanitation variables
such as dining area cleanliness, employee hygiene, outside environment cleanliness
and food contact surface cleanliness. Participants in this study included managers of
restaurants, employees and customers. A Multi-stage sampling method was employed
for this study. The total number of participants for the study was 684, which included
543 customers, 111 employees and 30 managers of restaurants. Customer perception
on sanitation variables had significant effect on their return intention. Customers
were also highly satisfied with the sanitation level in restaurants and that influenced
on their retention. Training was also found to have positive impact on the
performance of employees. It can therefore be concluded on the results in this study
that good sanitation in the restaurants lead to positive perception and satisfaction and
therefore panacea to customer retention. It is however imperative for all food service
managers to uphold the issues of sanitation seriously in order to ensure customer
retention. Employee training should also be organized by food service managers to
ensure employee perfection in their schedules so as to instill customer confidence and
satisfaction in the service rendered.
Description:
A Dissertation in the Department of HOSPITALITY AND TOURISM
MANAGEMENT EDUCATION, Faculty of VOCATIONAL EDUCATION,
Submitted to the School of Graduate Studies, University of Education, Winneba
in Partial Fulfilment of the Requrements for the Award of the Master of
Technology (Catering And Hospitality) Degree.
OCTOBER, 2014
