The Importance of Employees and Structure of Management in Guest Satisfaction on Restaurant Products and Services

• 발행기관: 한국문화관광학회
• 저자명: Dr.M.K.Ganesh Dr.R.Kannan
• 간행물 정보: 『문화관광연구』제21권 제1호, 28~33쪽, 전체 6쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.06.30

영문 초록

India’s travel and tourism sector is expected to be the second-largest employer in the world, employing 40,37,000 people directly or indirectly, by 2019 (WTTC). Presently, hospitality industry provides 48 million jobs, directly or indirectly or 8.27 percent of total employment and accounts for 5.83 percent of the GDP (MoT, Govt. of India). Being a human centric industry the abilities, guest satisfaction/dissatisfaction which ultimately leads to success/failure of an organization. Considering the employees, organizations are emphasizing on satisfying their employees as it leads to higher productivity, low turnover, reduced absenteeism, increased morale and above all increases the commitment level towards the organization. The purpose of this research is to define the effect of the structure of management and employees to the guest satisfaction in terms of quality of restaurant products and services. The methodology used for this research has been polling of 150 guests in 10 restaurants in Hi-tech city, Hyderabad during 2018. The process of measuring satisfaction was performed by monitoring the attitudes and perceptions of users in terms of quality of products and services which marks food quality, service quality and ambience quality and price/quality ratio.

키워드

Hospitality Industry Structure of Management Restaurant Products