Customer Satisfaction in Catering Services in Hotel

CHAPTER 1

The Problem and Its Setting

This chapter contains the assumptions, claims, position and consumptions of the authorities on the variables of interest in this study. These were taken from a introduction, statement of the problem, significance of the study, scope and delimitations and definition of terms.

Introduction

The catering business is one of the most productive and profitable home businesses with a high potential for expansion and development. It is both financially rewarding and fun. Each catered event - whether birthday parties for children, wedding, baptism, fiesta, anniversary or any gatherings -- is a new experience and challenge with a new group of people. Whether it is a catering event on a full-time or part-time basis, the opportunities are excellent (Catering Service, 2010)

However, catering is a demanding work, requiring energy, ability to work under pressure, and excellent communication skills. The success will greatly depend on reputation. To build a good reputation in the business, owner should be willing to work hard and the ability to work under pressure. This kind of entrepreneurial business is definitely growing and becoming more popular with people of all income levels (Mostaghel, 2006).

Furthermore, a specific and unique component plays a big role in the catering services industry - Customer Satisfaction. It matters not only to the customer, but even more so to the business because it directly impacts a company's bottom line profits. It is one of the most important components of a company's positive brand image (Smith, 2012).

According to Tree (2012) a person usually assesses the quality of both food and service. Price is a major deciding factor in customer satisfaction. If the food is mediocre but expensive, customer dissatisfaction rises, while if the food is relatively cheap but of high quality, satisfaction increases.

Therefore, catering services of hotels should be of quality because as of today, foods are...