A STUDY OF TRADITIONAL CUISINES AND SERVICE QUALITY EFFECTIVENESS ON CUSTOMER SATISFACTION IN THE CATERING AND HOTEL INDUSTRY OF COIMBATORE REGION

Abstract

The catering and hotel industry in the Coimbatore region has experienced rapid growth, making service quality an essential determinant of competitive advantage and customer retention. This study examines the effectiveness of key service quality dimensions and their impact on overall customer satisfaction in the hospitality sector. The research adopts a descriptive design and employs nine independent variables—Reliability, Responsiveness, Assurance, Tangibles, Empathy, Food Quality, Menu Variety, Timeliness, and Staff Professionalism—to assess customer perceptions. Primary data was collected from 300 customers using a structured questionnaire based on a five-point Likert scale. Statistical tools such as descriptive analysis, Pearson correlation, and multiple regression were applied to evaluate the relationship between service quality components and customer satisfaction.

The findings reveal that all service quality dimensions exhibit significant positive correlations with customer satisfaction, with Staff Professionalism, Food Quality, and Assurance emerging as the most influential predictors. The regression model explains 91% of the variation in customer satisfaction, indicating a strong dependence on service quality effectiveness. The study concludes that enhancing service delivery, particularly in staff behavior, food standards, and delivery efficiency, is essential for improving customer satisfaction levels. These insights provide valuable guidance for hospitality managers in formulating strategies to strengthen service performance and sustain long-term customer loyalty.