Abstract:
he study was conducted to assess restaurant guests’ satisfaction and its impact on repeat visit at
Sunyani in the Bono Region. A descriptive survey design was adopted and data were collected
using a questionnaire. One hundred and five (105) restaurant guests were selected for the study
using a convenience sampling technique. Data collected was analysed using Statistical Package
for Service Solution (SPSS) version 20. The study revealed that the restaurants offered pre dining experience, dining-in experience and post-dining experience to their guests. The study
also showed that tangibles, reliability, responsiveness, assurance and empathy were major factors
that influence guest satisfaction. The restaurants offer value for money, restaurant premises are
safe and secure, the restaurant staffs are friendly, efficient at in-dining experience, the restaurants
have a variety of products on their menu as well as other ancillary services. Easy accessibility to
restaurants affects guest satisfaction and finally, the study showed that restaurant guests are
satisfied with restaurants that have calved a positive brand image for itself, customer
relationship, good location of restaurants, service quality, aesthetic appeal as well as safety and
security to motivate them in selecting restaurants. Given that customers require the presence of
all the following service quality dimensions; tangible, reliability, responsiveness, assurance, and
empathy, restaurant management should ensure that all dimensions are improved and sustained.
It can be concluded that restaurant services affect guest’s satisfaction, and good guest service
provision positively affect the satisfaction of guest and lead to repeat visit, a situation among
restaurants in Sunyani Municipality. It is therefore recommended that, further study should be
carried to investigate the relationship between guest expectation, satisfaction and perception with
restaurant service delivery.
Description:
A PROJECT WORK SUBMITTED TO THE DEPARTMENT OF HOSPITALITY AND
TOURISM EDUCATION, UNIVERSITY OF EDUCATION, WINNEBA IN PARTIAL
FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF MASTER OF
TECHNOLOGY EDUCATION IN CATERING AND HOSPITALITY
