The effect of food product quality and staff performance in guiding the behavior of restaurant customers: a case study of Syrian restaurants in Egypt | ||||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||||
| Article 34, Volume 11, Issue 3, 2014, Page 111-128 PDF (678.61 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/jaauth.2014.57681 | ||||
 View on SCiNiTO | ||||
| Author | ||||
| Mohamed Salah Ghanem | ||||
| Higher Institute for Tourism, Hotels & Computer - El Seyouf - Alexandria | ||||
| Abstract | ||||
| The spread of outlets and restaurants that serve Syrian foods in Egypt leads Egyptians to try such products. Rapidly, these products became more acceptable and familiar to the Egyptian food market. This Acceptance makes such outlets and restaurants to be strong competitors to Egyptian outlets and restaurants. Such on aggressive competition supports the importance of this study to know the points of strength and weakness of these restaurants and products through inspection of Egyptian guests’ behaviors toward such outlets and restaurants. The main objective of the study is to explore the effect of food product quality and total performance of employees in Syrian restaurants and outlets on directing Egyptian guests’ behaviors (repeat visit and positive recommendation to others). The study was accomplished by sending 3511 questionnaires through facebook. 424 questionnaires were returned within 17 days. The first examination of returned questionnaires showed that only 386 of the participants tried to eat in Syrian restaurants/outlets at least for one time. By re-examination of these questionnaires, another 31 questionnaires were eliminated because of incompleted data. Therefore, the total amount of sample size became 355 questionnaires (83.72% in relation to returned questionnaires and 10.11% in relation to total sent questionnaires). The results showed a strong positive relationship between both: guests’ satisfaction about food product quality and total performance of employees in Syrian restaurants and outlets. Egyptian guests desire to re-visit such outlets/restaurants and to recommend such outlets/restaurants to their relatives and friends. The food product quality and total performance of employees in Syrian restaurants and outlets had a strong effect on directing Egyptian guests’ behaviors. | ||||
| Keywords | ||||
| Customer satisfaction; food product quality; staff performance; Syrian restaurants; customer behaviors | ||||
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