Title: Guest satisfaction in food and beverage services: exploring issues for a resort

Authors: Md. Sohan Ali; Md Ariful Hoque; Md. Ashikur Rahman Avi; Muhammad Shoeb-Ur- Rahman

Addresses: Department of Tourism and Hospitality Management, Pabna University of Science and Technology, Pabna, 6600, Bangladesh ' Department of Marketing, Jahangirnagar University, Dhaka-1342, Bangladesh ' Department of Tourism and Hospitality Management, Pabna University of Science and Technology, Pabna, 6600, Bangladesh ' Department of Tourism and Hospitality Management, University of Dhaka, Dhaka-1000, Bangladesh

Abstract: This research explores the key determinants in food and beverage services emphasising guest satisfaction. Drawing on the value-percept theory, data have been collected using semi-structured interviews and the review of customers' opinions on online platforms within the case of Momo Inn Park and Resort, a five-star luxury resort in Bogura, Bangladesh. Findings reveal that food and relevant services quality, price range, menu variety, and the availability of up-to-date ancillary facilities influence guest satisfaction in a resort context. However, the pivotal role of food hygiene and menu diversity sets the essential priorities for hospitality managers operating in similar competitive global markets. The study reinforces particular initiatives such as training and development programs, sanitation protocols, and valuing guest feedback can foster business performance through creating satisfied customers. This study provides important insights to the relevant businesses of the broader consequences of ensuring guest satisfaction while contributing to the extant hospitality literature.

Keywords: customer satisfaction; food and beverage; services; value-percept theory; food hygiene; menu diversity; resort; hospitality; Bangladesh.

DOI: 10.1504/IJTP.2025.146028

International Journal of Tourism Policy, 2025 Vol.15 No.2, pp.101 - 116

Received: 30 Sep 2024
Accepted: 02 Feb 2025
Published online: 01 May 2025 *

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