Evaluating how COVID 19 affected the meal experience of restaurant customers in Akayet hotel restaurant at Bolgatanga in the Upper East Region.

Abstract

The purpose of the study was to evaluate the meal experience of restaurant customer in Akayet Hotel restaurant at Bolgatanga in the Upper East Region. Descriptive research design was used. Moreover, quantitative research approach was adopted. The research was undertaken in Akayet Hotel Restaurant in Bolgatanga. The target population were 110 respondents. Random sampling method was used to obtain the sample size of 86 participants. The main tool for collection of data was questionnaire. The statistical package for social scientists (SPSS version 22) was used to process all the quantitative responses from the questionnaire. The study results show that majority 50(59.5%) of the respondents agreed that for hospitality enterprises like as hotels, restaurants, and bars, COVID-19 has created a serious dilemma and the lockdown policy forced restaurants to close. Customers exhibited a proclivity to shun other individuals when out in public and also, 43(51.2%) of the respondents agreed that because of the social distancing strategy, governments advised or required such enterprises to focus on delivery services or restrict dining capacity even after they reopened. The determinants of meal experience of customers were ranked as spicy food menu (mean score of 4.00, ranked 1st), hygiene and cleanliness (mean score of 3.90, ranked 2nd), cleanliness of restrooms and atmosphere (mean score of 3.89, ranked 3rd), and value for money (mean score of 3.86, ranked 4th), employee friendliness (mean score of 3.86, ranked 5th), and efficient service (mean score of 3.84, ranked 6th). The study concluded that, food handlers‟ hands were properly washed with soap under running water, and personal hygiene and personal hygiene practices were properly adhered to as nose and face masks were frequently used, and this improved the quality of the food. The study recommended that the Government of Ghana through the Bolgatanga Metropolitan Assembly should periodically inspect the premises of the restaurants operators to ensure that the eating places are neat and free from any unhygienic materials that can cause epidemic like COVID-19, cholera etc.