The Impact of Service Quality in the Success of Traditional Catering Businesses in Coimbatore

S. Hariharan and V. Vetrivel ()
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S. Hariharan: Vels Institute of Science, Technology and Advanced Studies, Research Scholar (Ph.D), Department of Business Administration, School of Management Studies
V. Vetrivel: Vels Institute of Science, Technology and Advanced Studies, Assistant Professor and Research Supervisor, Department of Business Administration, School of Management Studies

A chapter in Proceedings of the International Conference on Digital Transformation in Business: Navigating the New Frontiers Beyond Boundaries (DTBNNF 2024), 2024, pp 123-138 from Springer

Abstract: Abstract The purpose of this study was to investigate how Coimbatore’s traditional catering businesses fare in relation to service quality. It is specifically focused on food quality and taste, customer service, menu variety, food presentation, cleanliness and hygiene, staff professionalism, and overall service quality. Through a detailed research methodology that involved surveys and interviews with customers and caterers in Coimbatore, it gathered valuable insights into the determinants of traditional catering services. The findings revealed that service quality is crucial in shaping customer satisfaction and loyalty towards these businesses. The importance of providing high-quality services cannot be overstated. Customers expect their caterer to deliver delicious food with impeccable taste that satisfies their cravings. It seeks exceptional customer service where their needs are attended to promptly and professionally. It highlighted the need for continuous improvement to meet evolving customer expectations while staying competitive. By enhancing service quality across all aspects outlined above - from ensuring delectable cuisine to maintaining rigorous standards of cleanliness - caterers can create memorable experiences for their clientele. This study emphasizes how vital it is for traditional catering businesses in Coimbatore to prioritize service quality to achieve long-term success by understanding the significance placed by customers on factors such as food quality and taste, customer service, menu variety, food presentation, and staff professionalism.

Keywords: Service Quality; Traditional Catering Businesses; Customer Service; Menu Variety; Food Presentation; Staff Professionalism (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-433-4_10

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