A PROJECT WORK ON THE INFLUENCE OF FOOD AND

BEVERAGE EXPERIENCE ON TOURIST SATISFACTION

A Project Report

Submitted by:
Som Prasad Koirala
TU Regd.:
Bachelors of Hotel Management (BHM)
Nepal Academy of Tourism and Hotel Management (NATHM)
Ravibhawan, Kathmandu

Submitted to
Faculty of Management
Tribhuvan University

In partial fulfillment of the requirement for Bachelors of Hotel Management

(BHM)

Ravibhawan, Kathmandu
June, 2023

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 RECOMMENDATION

<To be provided by the college>

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 DECLARATION

I hereby declare that the project work entitled "A PROJECT WORK ON THE
INFLUENCE OF FOOD AND BEVERAGE EXPERIENCE ON TOURIST
SATISFACTION" submitted to the Faculty of Management, Tribhuvan University,
Kathmandu is an original piece of work and whenever any material is used from other
sources, it is cited and reference has been given with appropriate acknowledgement.
This report is prepared under the supervision of Mr. Tulashi Bhandari, Supervisor,
NATHM and is submitted in partial fulfillment of the requirements for the degree of
BACHELOR OF HOTEL MANAGEMENT (BHM).

……………………..

Som Prasad Koirala

Reg No.:
BACHELOR OF HOTEL MANAGEMENT (BHM)

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 EXECUTIVE SUMMARY

This executive summary provides an overview of a project focused on investigating

the influence of food and beverage experiences on tourist satisfaction. The project
aims to explore the significance of culinary experiences in the overall satisfaction of
tourists, identify key factors affecting their perception of food and beverage offerings,
and provide recommendations for improving the quality and impact of such
experiences.

The research project will employ a quantitative methodology. A comprehensive

literature review will be conducted to understand the existing knowledge on the topic
and identify research gaps. Primary data will be collected through surveys and
interviews from a diverse sample of tourists visiting various destinations. By gaining
a deeper understanding of the influence of food and beverage experiences on tourist
satisfaction, this project aims to contribute valuable insights to the tourism and
hospitality industry. The findings will enable industry stakeholders to develop and
deliver exceptional culinary experiences that meet the evolving expectations of
tourists, thereby enhancing destination competitiveness and visitor satisfaction.

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 ACKNOWLEDGEMENTS

I would like to express our sincere gratitude to all those who contributed to the
successful completion of this project on the influence of food and beverage
experiences on tourist satisfaction. Their support, guidance, and expertise were
invaluable throughout the research process.
First of all, I want to thank Project Supervisor Tulashi Bhandari, College Associates,
and all of the NATHM teachers and staffs for their direction. Their expertise and
knowledge in the field provided the foundation for our research and helped shape the
project into its final form.
I would also like to acknowledge the academic institutions and libraries that supported
us by providing access to research databases, journals, and other reference materials.
Their resources were essential in conducting a comprehensive literature review and
ensuring the project's academic rigor.
Lastly, I express my gratitude to my family and friends for their unwavering support,
understanding, and encouragement throughout the duration of this project. Their
belief in my abilities and their constant encouragement played a vital role in my
motivation and perseverance. Thank you.

Sincerely
Mr. Som Prasad Koirala
20th Batch, BHM
Nepal Academy of Tourism and Hotel Management (NATHM)

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 TABLE OF CONTENTS

Contents
DECLARATION...................................................................................................................iii
EXECUTIVE SUMMARY.......................................................................................................iv
ACKNOWLEDGEMENTS.......................................................................................................v
TABLE OF CONTENTS.........................................................................................................vi
LIST OF TABLES................................................................................................................viii
LIST OF ABBREVIATIONS.....................................................................................................x
CHAPTER ONE.....................................................................................................................1
INTRODUCTION..................................................................................................................1
1. Background of Study......................................................................................................1
1.1. Food and Beverage......................................................................................................1
1.2. Tourist Satisfaction.....................................................................................................2
1.3. Breif Introduction to Solti Crown Plaza, Nepal........................................................3
1.4. Statement of Problem.................................................................................................4
2. Objectives of the Study...................................................................................................4
3. Significance / Importance / Rational of the Study........................................................5
4. Limitations of the Study.................................................................................................5
CHAPTER TWO LITERATURE REVIEW........................................................................6
3. Influence of Food and Beverage Experiences on Soaltee Hotel...................................9
CHAPTER THREE..............................................................................................................13
RESEARCH METHODOLOGY........................................................................................13
1. Study Area.....................................................................................................................13
2. Solti Crown Plaza Kathmandu, Nepal........................................................................13
3. Research Design............................................................................................................14
4. Population and Sample.................................................................................................14
5. Nature and Sources of Data.........................................................................................15
6. Data Collection Procedure...........................................................................................15
7. Tools for Analysis.........................................................................................................15
CHAPTER FOUR................................................................................................................17
DATA PRESENTATION ANDANALYSIS.......................................................................17
1. Introduction..................................................................................................................17
2. Data Presentation and Data Analysis..........................................................................17
CHAPTER FIVE..................................................................................................................26
FINDINGS............................................................................................................................26

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CHAPTER SIX.....................................................................................................................28
SUMMARY, CONCLUSION AND RECOMMENDATION............................................28
Summary:..............................................................................................................................28
Conclusion.............................................................................................................................29
REFERENCE.......................................................................................................................31
APPENDIX.............................................................................................................................1
Questionnaire Survey:............................................................................................................2

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 LIST OF TABLES

Table 1: Star rating of food and beverage service 2022…………………………...17

Table 2. Quality Rating of Food and Beverage……………………………………18

Table 3: Age Classification of staff (field visit 2023)……………………………..20

Table 4 Quality of Food and Beverage Varity towards Customer Satisfaction……21

Table 5: Behaviour of staff affect customer satisfaction…………………………..22

Table 6 Menu Presentation and Variety on Tourist Satisfaction…………………..25

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 LIST OF FIGURES

Figure 1: Star rating of food and beverage service 2022…………………………..18

Figure 2. Quality Rating of Food and Beverage…………………………………...19

Figure 3: Age Classification of staff (field visit 2023)…………………………….21

Figure 4 Quality of Food and Beverage Varity towards Customer Satisfaction…..22

Figure 5: Behavior of staff affect customer satisfaction…………………………...23

Figure 6: Menu Presentation and Variety on Tourist Satisfaction…………………25

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 LIST OF ABBREVIATIONS

NATHM : Nepal Academy of Tourism and Hotel Management

F&B : Food and Beverage
TU : Tribhuvan University
KTM : Kathmandu

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 CHAPTER ONE
INTRODUCTION

1. Background of Study

1.1. Food and Beverage

Food and beverage refer to the consumption and service of food and drinks in various
settings such as restaurants, hotels, cafes, bars, and other hospitality establishments. It
encompasses the preparation, presentation, and consumption of meals, snacks,
beverages, and other culinary products.
Food:
Food encompasses edible substances that are consumed by humans for nourishment,
pleasure, and sustenance. It includes a wide range of items such as fruits, vegetables,
grains, meats, dairy products, seafood, spices, condiments, and more. Food can be
prepared through various cooking techniques, such as baking, frying, boiling, grilling,
or steaming, to enhance taste, texture, and nutritional value. Food is not only essential
for survival but also plays a significant role in cultural traditions, social gatherings,
and personal preferences.
Beverage:
Beverages, also known as drinks or liquids, are consumed to quench thirst, provide
hydration, and offer sensory enjoyment. They can be categorized into various types,
including alcoholic and non-alcoholic beverages. Alcoholic beverages contain
ethanol, which can induce intoxication, while non-alcoholic beverages do not contain
alcohol. Some common types of beverages include water, coffee, tea, soft drinks,
juices, milk, beer, wine, spirits, and cocktails. Beverages can be served hot or cold,
and they often complement meals or serve as standalone refreshments.
Food and Beverage in Hospitality:
In the context of the hospitality industry, food and beverage services are vital
components of hotels, restaurants, cafes, and other establishments. These services
involve the preparation, presentation, and delivery of food and drinks to guests or
customers. They aim to provide satisfying dining experiences, meet guests' culinary
preferences, and ensure high-quality standards.

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Food and beverage services encompass various aspects, including menu planning,
ingredient sourcing, food preparation, cooking techniques, plate presentation, service
style (e.g., buffet, à la carte, room service), beverage selection, mixology (for
alcoholic drinks), and customer service. These services often strive to create
memorable experiences by offering a combination of delicious flavors, appealing
aesthetics, attentive service, and comfortable dining environments.

Effective management of food and beverage operations is crucial to ensure customer

satisfaction, profitability, and compliance with health and safety regulations. This
involves considerations such as menu engineering, inventory management, cost
control, staff training, sanitation practices, and maintaining consistency in taste and
quality.

Overall, food and beverage services play a significant role in the hospitality industry,
as they contribute to guests' overall satisfaction, establish a distinct culinary identity
for establishments, and provide opportunities for cultural exploration and enjoyment.

1.2. Tourist Satisfaction

Tourist satisfaction refers to the level of contentment, fulfillment, and positive
experiences that tourists perceive during their travel or visit to a particular destination
or hospitality establishment. It reflects the extent to which tourists' expectations,
needs, and desires are met or exceeded throughout their entire travel experience.

Tourist satisfaction is a multidimensional concept influenced by various factors,

including the quality of services, facilities and attractions, interactions with staff,
value for money, destination features, and overall experience. It is subjective and can
vary from one individual to another based on their personal preferences, motivations,
and expectations.

Measurement of Tourist Satisfaction:

Tourist satisfaction is typically measured through various methods, including surveys,
feedback forms, online reviews, and ratings. These tools capture tourists' perceptions,
opinions, and experiences to evaluate overall satisfaction levels and identify areas for

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improvement. Qualitative and quantitative analysis of data collected from tourists can
provide valuable insights for destination management, service providers, and
policymakers to enhance visitor experiences and meet changing demands.
Overall, tourist satisfaction is a crucial aspect of the tourism industry as it contributes
to repeat visits, positive word-of-mouth recommendations, and the overall reputation
of destinations and businesses. By understanding and addressing the factors that
influence satisfaction, stakeholders can strive to create memorable and fulfilling
experiences for tourists, leading to sustainable tourism development.

1.3. Brief Introduction to Solti Crown Plaza, Nepal

Soaltee Hotel Limited (SHL), a pioneer in Nepal's hospitality sector, owns the Soaltee
Kathmandu, a 12-acre five-star deluxe hotel. A landmark in the city of Kathmandu
with a rich heritage, the hotel is the proud recipient of several prestigious awards and
accolades over the years. Soaltee Hotel Limited is renowned for its rich history as a
pioneer in Nepal’s tourism industry with its contribution of luxurious properties and
legendary hospitality across the region.

Soaltee Hotel is the first hotel to attract foreign investment and to entrust its
management to the leading Indian Hotel Company, the Oberoi Hotels Private Limited
in the year 1969. Since then the Company expanded its horizons and moved with the
times to be the first Nepali Company to obtain a loan from the International Finance
Corporation (IFC), the private arm of the World Bank, for the construction of
additional guestrooms bringing up the number of total rooms to 282 luxurious rooms.

As tourism industry gradually emerged during 1970s more international airlines

connected Nepal, at this period a need for an on-board catering service was felt and
the Company, Soaltee Hotel Limited started Nepal’s first airlines flight catering
service for both domestic and international airlines.

Presently subsidiaries and associate companies are currently developing premium

hotels across the country to support Nepal’s tourism industry and create economic
opportunities in new areas through the development of hotels for international and
domestic tourist and business travellers.

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The hotel offers various specialty restaurants and lounge to enjoy a variety of food
and drink options throughout the day, from fine dining to lighter meals at full-service,
Garden Terrace (All day dining), Bao Xuan (Flavours of China), Kakori (North
Indian), Terrace Alfresco(Italian Flavours), Sweetz, Patio, and RodiBar.

1.4. Statement of Problem

The hospitality industry plays a crucial role in attracting and retaining tourists, and
one of the key factors contributing to their overall satisfaction is the quality of food
and beverage experiences. For Soaltee Hotel, located in Kathmandu, Nepal,
understanding the influence of food and beverage experiences on tourist satisfaction is
essential for enhancing the guest experience and maintaining a competitive edge in
the market.

However, despite the acknowledged importance of food and beverage experiences,

there is a need to explore the specific elements and attributes that influence tourist
satisfaction at Soaltee Hotel. This project aims to identify and evaluate the factors that
contribute to the food and beverage exp

erience, examine their impact on tourist satisfaction, and provide recommendations

for enhancing the hotel's offerings.

The following research questions will guide the study:

 What are the key elements and attributes that contribute to the food and
beverage experience at Soaltee Hotel?
 How do these elements and attributes influence tourist satisfaction?
 What are the strengths and weaknesses of Soaltee Hotel's current food and
beverage offerings?
 What are the expectations and preferences of tourists regarding food and
beverage experiences at Soaltee Hotel?

2. Objectives of the Study

The study aims to provide practical recommendations and insights that will assist
Soaltee Hotel in enhancing its food and beverage offerings, ensuring a memorable
experience for tourists, and ultimately improving customer satisfaction and loyalty.
The following are the major objectives of this study:

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  To identify the major components and characteristics that affect the food and
beverage experience at the Soaltee Hotel in Kathmandu, Nepal.
 To research how the Soaltee Hotel's food and beverage experiences affect
visitors' satisfaction.
 To evaluate the present food and beverage selections at the Soaltee Hotel
 To know what visitors anticipate and prefer from their experiences with food
and drink at the Soaltee Hotel.

3. Significance / Importance / Rational of the Study

This study is significant because it discusses how important food and beverage
experiences are to visitor happiness, offers detailed suggestions for improvement, and
helps hotels compete, build their reputations, and succeed over the long term in the
hospitality industry. This study is significant because it has the potential to improve
customer experiences, spur revenue growth, establish Soaltee Hotel as a market
leader, increase destination attraction, take sustainability into consideration, and
advance industry knowledge and development. The study covers a crucial component
of the hotel's operations and strengthens its commitment to provide first-rate
hospitality services by concentrating on food and beverage experiences.

4. Limitations of the Study

The study contains of certain limitations which are as follows:

 Though there many five star hotels in Nepal, this study covers only one:
Soaltee Crown Plaza.
 Being a student, time and resources constraint has caused challenges.
 Limited variable has been selected. Only the quantitative data are used.
 The study has only analyzed the the tourist satisfaction and ignored other
aspects like security, management, house-keeping, purchasing etc.

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 CHAPTER TWO
LITERATURE REVIEW

A literature review is an overview of the previously published works on a topic. The

term can refer to a full scholarly paper or a section of a scholarly work such as a book,
or an article. Either way, a literature review is supposed to provide the
researcher/author and the audiences with a general image of the existing knowledge
on the topic under question. A good literature review can ensure that a proper research
question has been asked and a proper theoretical framework and/or research
methodology have been chosen. To be precise, a literature review serves to situate the
current study within the body of the relevant literature and to provide context for the
reader. In such case, the review usually precedes the methodology and results sections
of the work.

Producing a literature review is often a part of graduate and post-graduate student

work, including in the preparation of a thesis, dissertation, or a journal article.
Literature reviews are also common in a research proposal or prospectus (the
document that is approved before a student formally begins a dissertation or thesis).

A literature review can be a type of review article. In this sense, a literature review is
a scholarly paper that presents the current knowledge including substantive findings
as well as theoretical and methodological contributions to a particular topic. Literature
reviews are secondary sources and do not report new or original experimental work.
Most often associated with academic-oriented literature, such reviews are found in
academic journals and are not to be confused with book reviews, which may also
appear in the same publication. Literature reviews are a basis for research in nearly
every academic field.

A literature review is a piece of academic writing demonstrating knowledge and

understanding of the academic literature on a specific topic placed in context. A

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literature review also includes a critical evaluation of the material; this is why it is
called a literature review rather than a literature report. It is a process of reviewing the
literature, as well as a form of writing.

To illustrate the difference between reporting and reviewing, think about television or
film review articles. These articles include content such as a brief synopsis or the key
points of the film or programme plus the critic’s own evaluation. Similarly the two
main objectives of a literature review are firstly the content covering existing
research, theories and evidence, and secondly your own critical evaluation and
discussion of this content.

Usually a literature review forms a section or part of a dissertation, research project or

long essay. However, it can also be set and assessed as a standalone piece of work. A
literature review on the influence of food and beverage experience on tourist
satisfaction at Soaltee Crown Plaza Nepal would involve reviewing and analyzing
existing research, scholarly articles, and relevant literature on the topic.

1. Definition of Food and Beverage by Different Scholars:

The concept of food and beverage experience has been discussed and defined by
various scholars and authors in the field of hospitality and tourism. Here are some
definitions from different sources:

"Food and beverage experience refers to the holistic encounter that individuals have
with food and beverages, encompassing sensory, emotional, and cognitive
dimensions." (Hjalager and Richards, 2002)

"Food and beverage experience represents the sum of all interactions and perceptions
that customers have during their consumption of food and beverages, including taste,
presentation, service, ambiance, and overall satisfaction." (Buhalis and Michopoulou,
2011)

"The food and beverage experience is a multisensory encounter that involves taste,
smell, sight, touch, and sound, creating a memorable and satisfying experience for
customers." (Hall and Mitchell, 2008)

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"Food and beverage experience involves the entire process from menu selection to
consumption, including the quality and variety of food and beverages, the skill and
attentiveness of the service staff, the ambiance of the dining environment, and the
overall enjoyment and satisfaction of the customers." (Olsen et al., 2015)

"Food and beverage experience refers to the perception and evaluation of the quality,
authenticity, and uniqueness of food and beverages, as well as the social and cultural
aspects associated with their consumption." (Kim et al., 2017)

"The food and beverage experience encompasses the sensory attributes, aesthetics,
service delivery, and social interactions that individuals encounter during their dining
experience, contributing to their overall satisfaction and enjoyment." (Lee and Yoon,
2019)

These definitions highlight the multidimensional nature of the food and beverage
experience, including sensory aspects, service quality, ambiance, cultural elements,
and overall customer satisfaction. They emphasize the importance of creating
memorable and satisfying encounters for customers in the realm of food and beverage
consumption.

2. Definition of Tourist Satisfaction by Different Scholars:

Tourist satisfaction is a key concept in the field of tourism and has been defined and
explored by various scholars and researchers. Here are some definitions of tourist
satisfaction from different sources:

"Tourist satisfaction is the overall evaluation or emotional reaction of tourists toward

their travel experience, reflecting the extent to which their expectations have been met
or exceeded." (Oliver, 1999)

"Tourist satisfaction refers to the subjective assessment of tourists regarding the

extent to which their travel experience has fulfilled their desires and needs." (Petrick,
2004)

"Tourist satisfaction represents the degree of contentment or fulfillment experienced

by tourists as a result of their interactions with various aspects of the tourism product
and destination." (Yoon and Uysal, 2005)

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"Tourist satisfaction is a measure of the extent to which the actual tourism experience
matches or surpasses the expectations of tourists." (Crompton, 2010)

"Tourist satisfaction is the emotional and cognitive evaluation of tourists' overall

travel experience, influenced by various factors such as service quality, destination
attributes, value for money, and personal expectations." (Chi and Qu, 2008)

"Tourist satisfaction is the culmination of tourists' evaluations and judgments of the

various aspects of their travel experience, including accommodation, transportation,
attractions, activities, and the overall destination." (Oppermann, 1996)

These definitions highlight tourist satisfaction as a subjective evaluation of the extent

to which tourists' expectations are met or surpassed during their travel experience.
They emphasize the role of various factors, including service quality, destination
attributes, value for money, and personal expectations, in shaping tourists' overall
satisfaction levels. Overall, tourist satisfaction reflects the level of contentment or
fulfillment experienced by tourists throughout their journey.

3. Influence of Food and Beverage Experiences on Soaltee Hotel

Introduction:
The tourism industry in Nepal has witnessed significant growth, emphasizing the
importance of customer satisfaction in ensuring the success of hotels. Soaltee Crown
Plaza Nepal, as a prominent hotel in the region, recognizes the significance of
delivering exceptional food and beverage experiences to enhance tourist satisfaction.
This literature review aims to explore existing research on the influence of food and
beverage experiences on tourist satisfaction, with a specific focus on Soaltee Crown
Plaza Nepal.

Theoretical Framework:
The theoretical foundation of this review encompasses concepts such as customer
satisfaction, service quality, and experiential consumption. The expectancy-
disconfirmation theory suggests that customer satisfaction is influenced by the
perceived performance of service attributes compared to their expectations. The
service quality dimensions, including tangibles, reliability, responsiveness, assurance,
and empathy, play a crucial role in shaping customer satisfaction. Moreover, the

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concept of hedonic consumption emphasizes the role of pleasurable experiences in
enhancing customer satisfaction.

Factors Affecting Food and Beverage Experiences:

Several factors contribute to the food and beverage experiences at hotels, impacting
tourist satisfaction. These factors encompass food quality, taste, variety, presentation,
service, ambience, and cultural authenticity. Quality and taste are essential
determinants, as tourists seek flavorsome and well-prepared dishes. The variety of
menu options and the presentation of food also influence the overall experience.
Additionally, attentive and personalized service, appealing ambience, and cultural
authenticity contribute to creating memorable dining experiences.

Tourist Satisfaction:
Tourist satisfaction is a critical outcome of the overall hospitality experience,
influencing repeat visits, positive word-of-mouth, and the hotel's reputation. It is
crucial for Soaltee Crown Plaza Nepal to understand the factors that drive tourist
satisfaction and prioritize the enhancement of these factors. Previous studies have
examined the measurement of tourist satisfaction, highlighting the importance of
customer feedback, reviews, and surveys in assessing satisfaction levels accurately.

Empirical Studies and Findings:

Previous research studies provide valuable insights into the influence of food and
beverage experiences on tourist satisfaction in hotel settings. Several studies have
indicated a positive relationship between food quality, variety, and presentation with
tourist satisfaction. The role of attentive and personalized service, including staff
responsiveness and knowledge, has also been emphasized. Furthermore, research
suggests that the ambience and cultural authenticity of dining spaces significantly
contribute to overall tourist satisfaction.

Methodological Considerations:
The methodologies employed in previous studies include surveys, interviews,
observations, and analysis of online reviews. Surveys and interviews allow
researchers to gather direct feedback from tourists, while observations provide
insights into actual dining experiences. Analyzing online reviews offers a rich source
of information regarding tourists' perceptions and satisfaction levels. Researchers

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should consider adopting a mixed-method approach to gain a comprehensive
understanding of the influence of food and beverage experiences on tourist
satisfaction at Soaltee Crown Plaza Nepal.

Implications and Recommendations:

Based on the literature review, it is recommended that Soaltee Crown Plaza Nepal
focus on continuous improvement in food quality, taste, and variety to enhance tourist
satisfaction. Providing personalized and attentive service, along with creating
appealing dining ambience that showcases cultural authenticity, can significantly
contribute to positive guest experiences. Regular monitoring of customer feedback,
online reviews, and conducting satisfaction surveys can aid in identifying areas for
improvement and addressing customer concerns promptly.

Conclusion:
This literature review highlights the importance of food and beverage experiences in
influencing tourist satisfaction at Soaltee Crown Plaza Nepal. By understanding the
factors that contribute to an exceptional dining experience, the hotel can enhance
customer satisfaction and ultimately improve its competitive advantage in the
hospitality industry. Future research should focus on conducting empirical studies
specifically tailored to Soaltee Crown Plaza.

4. Review of Previous Studies

Gursoy, D., & Rutherford, D. G. (2004): This study explores the influence of host
attitudes and emotional exhaustion on customer interactions in the service industry,
which can be relevant to understanding the impact of service quality and staff
behavior on tourist satisfaction.
Kim, S. S., Lee, C. K., & Klenosky, D. B. (2003): This study investigates push and
pull factors in Korean national parks, examining how various factors influence tourist
behavior and satisfaction.
Kivela, J., Inbakaran, R., & Reece, J. (1999): This study presents a conceptual model
of dining satisfaction and return patronage in the restaurant environment, providing
insights into factors that contribute to customer satisfaction and loyalty.
Lee, C. K., & Hsu, C. H. (2011): This study focuses on the influence of dining
attributes on customer satisfaction and revisit intention in hotel buffet restaurants,

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examining specific factors that impact the dining experience and subsequent
satisfaction.
Qu, H., Kim, L. H., & Im, H. H. (2011): This study develops a model of customer-
based brand equity and applies it to multiple destinations, exploring the factors that
contribute to brand equity and customer loyalty in the tourism context.
Ryu, K., & Han, H. (2011): This study examines the influence of food quality, service
quality, and physical environment on customer satisfaction and behavioral intention in
quick-casual restaurants, considering the role of perceived price as a moderator.
Sparks, B., & Browning, V. (2011): This study investigates the impact of online
reviews on hotel booking intentions and perception of trust, highlighting the
importance of online reputation and customer reviews in shaping tourist satisfaction
and decision-making.

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 CHAPTER THREE
RESEARCH METHODOLOGY

1. Study Area
In the context of a report, the term "study area" refers to the specific geographic
location or region that is the focus of the research or investigation conducted for the
report. It defines the boundaries or scope within which the study was carried out and
provides information about the area where the data was collected, analyzed, and
interpreted.

The study area is usually defined to provide context and to give readers a clear
understanding of the spatial extent of the research. It helps readers understand the
relevance and applicability of the findings within a specific geographic context. The
study area may vary depending on the nature of the report, such as a scientific study,
environmental assessment, market research, or urban planning analysis.

When describing the study area in a report, it is common to provide details about its
boundaries, size, location, and any pertinent characteristics that are relevant to the
research objectives. This information helps readers understand the context in which
the study was conducted and provides a basis for evaluating the generalizability or
applicability of the findings to other areas or similar contexts.

2. Solti Crown Plaza Kathmandu, Nepal

Solti Crown Plaza Kathmandu is a prominent hotel located in the beautiful city of
Kathmandu, Nepal. Known for its luxurious accommodations and exceptional
hospitality, the hotel offers a memorable experience for both leisure and business
travelers. Situated in a convenient and prime location, Solti Crown Plaza Kathmandu
provides easy access to several popular attractions, bustling markets, and significant
business districts of the city. The hotel's strategic position allows guests to explore the
vibrant culture, rich history, and stunning natural beauty that Kathmandu has to offer.

As for the accommodations, Solti Crown Plaza Kathmandu boasts a range of stylish
and well-appointed rooms and suites. Each room is meticulously designed to provide

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comfort and relaxation, offering modern amenities and captivating views of the
surrounding city or the awe-inspiring Himalayan Mountains. The hotel also takes
pride in its diverse culinary offerings. With its various restaurants and cafes, guests
can indulge in a delightful culinary journey. Whether it's authentic Nepali cuisine,
international flavors, or specialty dishes, Solti Crown Plaza Kathmandu caters to
diverse tastes and preferences.

In addition to its luxurious accommodations and exquisite dining options, the hotel
offers state-of-the-art facilities for meetings, conferences, and social events. With its
spacious event venues and professional event planning services, Solti Crown Plaza
Kathmandu is an ideal choice for hosting successful and memorable gatherings. To
enhance guests' relaxation and well-being, the hotel features a range of recreational
amenities, including a well-equipped fitness center, a rejuvenating spa, and a
refreshing swimming pool. These facilities ensure that guests can unwind and
rejuvenate after a day of exploration or business engagements. With its warm
Nepalese hospitality, top-notch services, and attention to detail, Solti Crown Plaza
Kathmandu aims to provide an exceptional experience for every guest, creating
cherished memories and leaving a lasting impression.

3. Research Design
Research Design is a plan, framework, blueprint, or methodology explaining how a
business should conduct research. Moreover, it outlines how the research will be
conducted, what data will be collected, and how it will be analyzed to answer the
research question or hypothesis.

In a business environment, it refers to how a business research project should be

carried out to solve managerial or organizational issues related to finance or human
resources. Furthermore, it focuses on the research topic, mode of research, types of
data required for research, how that data can be collected, and the period and budget
for the research.

In a report, the term "research design" refers to the overall strategy or plan that
outlines how a research study will be conducted. It encompasses the structure,
methods, and procedures that will be employed to address the research questions or
objectives. The research design is a crucial component of a report as it determines the
reliability, validity, and generalizability of the study's findings. It provides a roadmap
for conducting the research and ensures that the data collected is relevant, accurate,
and appropriate for answering the research questions.

This study is based on descriptive research design. It mainly uses quantitative data.
The research design is of both descriptive and analytical in nature. This research also
contains historical research design because it concerns with the past phenomenon. It is
a process of collecting, evaluating and verifying the past evidence systematically to
reach in conclusion.

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4. Population and Sample
A population is the entire group that you want to draw conclusions about. A sample is
the specific group that you will collect data from. The size of the sample is always
less than the total size of the population. In research, a population doesn't always refer
to people.

There are 18 Five Star Hotels operating in Nepal. Among them Soaltee Hotel has
been taken as a sample for the study. This sample hotel is among the pioneer leading
hotel in the context of service and customer satisfaction. Here, Soaltee Hotel is
sample and number of Five Star Hotels are the populations.

5. Nature and Sources of Data

In research, data refers to the information or evidence collected and analyzed to
address research questions or objectives. The nature and sources of data can vary
depending on the research field, study design, and the specific research goals. Data
can be collected using various primary and secondary sources.

6. Data Collection Procedure

The data collection procedure in research refers to the systematic process of gathering
data to address the research questions or objectives. It involves the implementation of
specific methods, techniques, and instruments to collect relevant information from the
targeted population or sample. This study is conducted on the basis of both primary
and secondary data.

6.1. Primary Data

Primary data is collected directly from original sources specifically for the research
study. Researchers collect primary data to address their specific research questions or
objectives. Common methods of collecting primary data include surveys, interviews,
observations, experiments, and measurements. Primary data is often considered more
reliable and tailored to the research needs. In this research, primary data has been
collected through personal visit to the hotel and conducting surveys and interviews.

6.2. Secondary Data

Secondary data is pre-existing data that has been collected by others or generated for a
different purpose but is relevant to the current research study. It includes data from
sources such as published research articles, government reports, databases,
organizational records, and historical documents. Secondary data can be analyzed and
used to supplement or support primary data in research. This report has been prepared
through the help of annual report of Soaltee Hotel, websites and internet and other
published and unpublished reports and documents from various sources.

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7. Tools for Analysis
In research, "tools for analysis" refer to the various methods, techniques, and
instruments used to analyze and interpret data collected during a research study.
These tools enable researchers to derive meaningful insights, draw conclusions, and
address the research questions or objectives.

For data collection method this research used qualitative and quantitative method
includes questionnaire (open and close ended), interview, literature review, study of
secondary data, survey etc. After the information was collected they were interpreted
through statistical tools. Data analysis should be done very carefully as it is the main
part which user uses it for purpose as study, criticize or as the reference. It is the base
for making critical and meaningful decision. The tools which are used for analysis of
data aid researchers in processing, analyzing, and interpreting data, enabling them to
gain meaningful insights and draw valid conclusions from their research findings. The
selection of specific analysis tools depends on the research objectives, data type,
complexity of analysis, and the researchers' familiarity with the tools.

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 CHAPTER FOUR
DATA PRESENTATION ANDANALYSIS

1. Introduction
Data presentation is a crucial aspect of data analysis and communication. It helps
transform complex data into meaningful visual representations, enabling effective
communication, informed decision-making, and insightful analysis. By presenting
data in a clear, concise, and visually appealing manner, data presentation enhances
understanding and facilitates the discovery of valuable insights.

2. Data Presentation and Data Analysis

With the definite information collected with review of the guest and using social media
listening tools (feedback of customer). Below are the given each and every information are
supported by figure in bar diagram with brief explanation in each topic mention in data
analysis.

2.1 Comparison of Tourist Satisfaction Before and after experiencing food

and beverage service at Soaltee Hotel.

The following data is respond to the feedback of customer taking 20 sample of 80

population review mention below:

Table no.1: Star rating of food and beverage service 2022

2021 2022
Guest No. Star Rating Guest No. Star Rating
3 Two Star 8 Four Star
5 Five Star 10 Five Star
11 Four Star 2 One Star
1 One Star - -

Table 1 represent the sampled guest and their satisfaction on the Food and beverages
services at Soaltee Hotel. Here in this thesis I have sampled 20 guest out of 80

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population and recoded their satisfaction level.

Where, One Star is very poor, Two Star is Poor and Below Average, Three Star is
Average and Satisfactory, Four Star is good and above average and Five Star is
Excellent Highly Satisfactory.

Star Rating of Food and Beverage Service

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2022 2023

One Star Two Star Three star Four Star Five Star

Figure No.1

In the Above figure: In 2021, Maximum of the customer has been in a position of
satisfaction above the average level of satisfaction represented by the four star in the
above table. Whereas 5% of the customer show their dissatisfaction on the services.
Similarly, in 2022 40% of the customer is highly satisfied and provide the maximum
rating. Still 10 % have provided a very bad rating during the year 2022 which is not
insignificant.

2.2 Analysis of the Impact of Food and Beverage Quality on Tourist Satisfaction at
Solti Crown Plaza of Following Topic.
a) Culinary Experience
b) Perception of Culture
c) Repeat Visit and Recommendation
d) Economic Impact
e) Under expectation

Among form the total number of foreign guest 17147 of Soaltee Hotel in the year
2022, 15 guest were sampled and the result of quality rating of food and beverage
were noted below:

Table 2. Quality Rating of Food and Beverage

International Number of Guest Food Quality Rate
8 Five

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 3 Four
3 Three
1 One

The table provided represents a sample of 15 foreign guests who stayed at Soaltee
Hotel in the year 2022. The purpose of this sample is to gather guest reviews
regarding the food quality at the hotel. The table consists of two columns:
"International number of guests" and "Food quality rate." Where, one rate is below
average quality, two rate is average quality three rate is good quality, four rate is very
good quality and five rate is excellent quality.

The above table is clearly shown in the diagram listed below:

Foreign Guest
9

0
One Rating Three Rating Four Rating Five Rating

Foreign Guest

Figure No.2

In the figure above, International number of guests: This column represents the
number of international guests included in the sample. In this case, there were 15
guests.
Food quality rate: This column indicates the rating given by each guest regarding the
food quality at the hotel. The ratings are categorized as follows:
• 8 guests rated the food quality as "five rate," indicating excellent quality.
• 3 guests rated the food quality as "four rate," indicating very good quality.
• 3 guests rated the food quality as "three rate," indicating good quality.
• 1 guest rated the food quality as "one rate," indicating below average quality.
It's important to note that the rating scale used in this table ranges from one to five,
with one being the lowest rating and five being the highest. The ratings provide a
subjective assessment of the food quality as experienced by the guests.

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This table offers a snapshot of the opinions expressed by the sampled guests regarding
the food quality at Soaltee Hotel. The ratings can be used to gauge the overall
satisfaction level and provide insights into areas that may require improvement or
areas that are performing exceptionally well in terms of food quality.

2.3 Evaluation of the influence of food and beverage variety and quality on
tourist satisfaction at Soaltee Crown Plaza.

Taking questionnaire method of 10 staff over 503 total number of employees working
in Soaltee Hotel. The following data are the respond to the question asked which
mention below is.
 Are you satisfied with food and beverage variety and quality?

Classification of Age of Respond

Table 3: Age Classification of staff (field visit 2023)
Age Frequency
20 1
24 3
27 1
28 4
34 1

The table provided represents the results obtained from a questionnaire survey conducted
among 10 staff members working at Soaltee Hotel, out of a total of 503 employees. The
purpose of this survey was to classify the age distribution of the staff. The table consists of
two columns: "Age" and "Frequency."

Age: This column represents the different age groups of the staff members. The table displays
the specific ages for which responses were received. In this case, the ages included are 20, 24,
27, 28, and 34.

Frequency: This column indicates the number of staff members that fall into each age group.
The frequency represents the count or occurrence of staff members belonging to a particular
age group. By analyzing this table, it is possible to understand the age composition of the staff
at Soaltee Hotel. The information can be useful for various purposes, such as human
resources planning, targeted training programs, or identifying potential age-related trends
within the workforce.
The above table is clearly shown in the pie charts listed below

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 Frequency

10% 10% 20 years age

24 years age
27 year age
30% 28 year age
40%
34 year age

10%

Figure No.3

In the above chart, each slice represents an age group, and the percentage value inside
the parentheses represents the proportion of each age group out of the total. 40% of
the sampled staff are of 28 years old and 10 % of the sampled staff are of age more
than of 34 years old. 10% of staff are of quite young age of 20 years and their
responds are recorded. Similarly 30 % of the respondent are of 24 years old. From
the staff above I have collected the research questioned and its answer which are
shown in the below paragraph.

2.4 Staff Respond Classification About Quality of Food and Beverage Varity
Towards Customer Satisfaction

Table 4 Quality of Food and Beverage Varity towards Customer Satisfaction

Staff Number Frequency
8 Agreed
2 Disagreed

The table provided represents the responses obtained from a questionnaire survey
conducted among the staff members at Soaltee Hotel regarding the variety of food and
beverage offered to customers and its impact on customer satisfaction. The table
consists of two columns: "Staff number" and "Frequency."

Staff number: This column represents the number of staff members who participated
in the survey. In this case, the survey included responses from 10 staff members.

Frequency: This column indicates the frequency or count of staff members' responses
based on their opinion regarding the variety of food and beverage and its impact on
customer satisfaction.

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 Staff Number
9

0
Agreed Disagreed

Staff Number

Figure No. 4
In this figure, the figure shows that out of 10 staff members surveyed, 8 agreed with
the statement, while 2 disagreed. This information suggests that the majority of the
staff members perceived a positive relationship between the quality of food and
beverage variety and customer satisfaction. The table provides an overview of the
staff's opinions on this particular aspect, highlighting the prevailing sentiment among
them.

The data presented in this table can serve as a basis for further analysis and
interpretation. It indicates the overall inclination of the staff members towards the
importance of food and beverage variety in influencing customer satisfaction.
However, it is important to consider the sample size and the specific context of the
study when drawing conclusions from this data.

2.5 Service Staff Behaviors of Tourist Satisfaction on Food and Beverage

Following data is respond to the 10 employees of Soaltee Hotel in which question

mentation below

Does staff behaviors really affect the tourist satisfaction?

Table 5: Behavior of staff affect customer satisfaction

Tourist Satisfaction Frequency Percentages
Yes 8 80%
No 2 20%

Table 4 represents the responses obtained from a questionnaire survey conducted among 10
employees of Soaltee Hotel, focusing on the impact of staff behaviors on tourist satisfaction

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with regards to food and beverage services. The table consists of three columns: "Tourist
satisfaction," "Frequency," and "Percentages."

Tourist satisfaction: This column represents the options provided to the employees regarding
the impact of staff behaviors on tourist satisfaction. The options are "yes" and "no," indicating
whether the employees believe that staff behaviors indeed affect tourist satisfaction.

Frequency: This column indicates the number of employees who responded with each option.
It represents the count or occurrence of employees who chose either "yes" or "no" to express
their opinion.

 Yes: Out of the 10 employees surveyed, 8 of them responded positively, indicating that they
believe staff behaviors have a significant impact on tourist satisfaction with food and
beverage services.
 No: On the other hand, 2 employees responded negatively, suggesting that they do not
believe staff behaviors play a crucial role in determining tourist satisfaction.

Percentages: This column represents the proportion of employees who selected each option,
expressed as a percentage. It provides a relative measure of the distribution of responses.

 Yes: The "yes" option was chosen by 8 out of 10 employees, which corresponds to 80% of
the respondents.
 No: The "no" option was chosen by 2 out of 10 employees, representing 20% of the
respondents.

Tourist Satisfaction
9

0
Yes No

Tourist Satisfaction

Figure No. 5

The Figure summarizes the employees' perspectives on the influence of staff behaviors on
tourist satisfaction with food and beverage services. It presents the number of employees who
believe staff behaviors have an impact, as well as the corresponding percentages.

By analyzing this figure, it becomes evident that a majority of the surveyed employees (80%)
perceive staff behaviors as significant factors affecting tourist satisfaction. This information

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can be valuable for the hotel management to understand the employees' perspectives and
potentially consider focusing on staff training and development to enhance the behaviors that
positively impact tourist satisfaction.

2.6 Examining The Impact Of Menu Presentation And Variety On Tourist

Satisfaction In The Food And Beverage Department Of Soaltee Crown Plaza
KTM, NEPAL
Examining the impact of menu presentation and variety on tourist satisfaction, the
study aims to understand how these factors can influence the overall dining
experience of tourists. The findings of such research can help the hotel identify
opportunities for improvement, such as enhancing menu design, introducing new
dishes or beverage options, or focusing on specific cuisines that align with the
preferences of the target tourist demographic. Ultimately, the goal is to enhance the
satisfaction and dining experience of tourists visiting the food and beverage
department of Soaltee Crowne Plaza.

Talking the feedback of 10 guest over 17147 international guest and using social
media listing tools .following topic is included while asking the question

1. Presentation of menu
2. Varity of food and beverage
3. Clarity and accuracy
4. Customization and flexibility
5. Quality and consistency
Table 6 Menu Presentation and Variety On Tourist Satisfaction
Number of Guest Satisfaction
9 yes
1 No

The table provides a simple representation of the number of guests and their
satisfaction levels, allowing for a quick summary or analysis of the guests' overall
satisfaction. The first column represents the number of guests, and the second column
indicates whether they were satisfied or not.

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 Satisfaction
10
9
8
7
6
5
4
3
2
1
0
9 1

Satisfaction

Figure No. 6
In this Figure, there are two rows:

The first row indicates that there were 9 guests, and they were satisfied. The entry
"yes" in the second column suggests that these guests expressed satisfaction with their
experience.

The second row shows that there was 1 guest who was not satisfied. The entry "no" in
the second column indicates that this particular guest did not find their experience
satisfactory.

The table provides a simple representation of the number of guests and their
satisfaction levels, allowing for a quick summary or analysis of the guests' overall
satisfaction.

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 CHAPTER FIVE
FINDINGS

Here are the key findings based on the information collecting from Soaltee Hotel in
years 2022
 Net Profit After Tax: Soltee Hotel has achieved a net profit of Rs.371,179,779 after
deducting taxes. This represents the hotel's bottom-line financial performance,
indicating the amount remaining after all expenses and taxes have been accounted
for.
 Expenses: The total expenses incurred by Soltee Hotel amount to Rs.
1,048,910,932. These expenses include various operational costs such as staff
salaries, utilities, maintenance, marketing, and other overheads. Managing and
optimizing these expenses is crucial for improving profitability.
 Total Number of Foreign Guests: Soltee Hotel has hosted a total of 17,147 foreign
guests throughout the year. Foreign guests contribute to the hotel's revenue and
play a significant role in the hospitality industry.
 Gender Distribution: Out of the total foreign guests, 8,916 are male, and 8,231 are
female. Understanding the gender distribution helps in tailoring marketing
strategies and providing personalized services to different customer segments.
 Contribution from Food and Beverage: Food and beverage services account for
32% of the total revenue generated by Soltee Hotel, indicating the significance of
this sector for the hotel's overall financial performance. Focusing on enhancing the
quality of food and beverage offerings can further boost revenue and profitability.
 Total Revenue: Soltee Hotel has achieved a total revenue of Rs.743,775,763. This
represents the overall income generated from various sources, including room
bookings, food and beverage sales, event hosting, and other services provided by
the hotel.
These findings serve as a foundation for the thesis report and provide insights into the
financial performance, guest demographics, and revenue streams of Soltee Hotel. To
further develop the thesis, it is recommended to delve deeper into each finding, using
statistical analysis, customer surveys, and industry benchmarks to support the
conclusions drawn.
Additionally, conducting a comparative analysis with industry peers and exploring
external factors such as market trends, economic conditions, and competitive
landscape can provide a comprehensive understanding of Soltee Hotel's positioning
and opportunities for improvement. These findings serve as a foundation for the thesis
report and provide insights into the financial performance, guest demographics, and
revenue streams of Soltee Hotel.
To further develop the thesis, it is recommended to delve deeper into each finding,
using statistical analysis, customer surveys, and industry benchmarks to support the
conclusions drawn.

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Based on these findings, the following recommendations can be made to improve
Soaltee Hotel's performance:

Cost Optimization: Since expenses are significantly higher than net profit, it is
crucial to analyze each expense category and identify opportunities for cost
optimization. This can involve negotiating better deals with suppliers, optimizing
energy usage, and implementing efficient staffing and scheduling strategies.

Marketing and Guest Experience: Understanding the gender distribution of guests

allows the hotel to tailor marketing efforts and provide personalized experiences.
Implementing guest satisfaction surveys and feedback mechanisms can help identify
areas for improvement and enhance overall guest experience.

Food and Beverage Enhancement: Given that food and beverage contribute
significantly to the hotel's revenue, it is essential to focus on improving the quality,
variety, and presentation of these offerings. Conducting market research, analyzing
customer preferences, and training the staff can help elevate the dining experience and
attract more customers.

Revenue Diversification: While food and beverage services are important, exploring
other revenue streams can help reduce reliance on a single sector. This can include
promoting spa and wellness services, offering unique experiences or packages, and
exploring partnerships with local tour operators or event organizers.

By implementing these recommendations, Soltee Hotel can improve its financial

performance, enhance guest satisfaction, and ensure long-term sustainability in the
highly competitive hospitality industry.

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 CHAPTER SIX
SUMMARY, CONCLUSION AND RECOMMENDATION

Summary:
The food and beverage experience plays a crucial role in influencing tourist
satisfaction within the hotel industry. This study aimed to investigate the impact of the
food and beverage offerings on the overall tourist experience and their level of
satisfaction. Through a comprehensive review of literature and analysis of relevant
studies, several key findings emerged.

Firstly, it was observed that the quality and variety of food and beverages
significantly contribute to tourist satisfaction. A diverse and well-presented menu,
featuring both local and international cuisines, was found to enhance the overall
dining experience. Additionally, the freshness, taste, and nutritional value of the food,
along with the skill and attentiveness of the service staff, played a significant role in
shaping tourists' perceptions and satisfaction.

Secondly, the ambiance and atmosphere of the food and beverage outlets were found
to have a considerable impact on tourist satisfaction. Factors such as interior design,
lighting, music, and overall ambiance influenced the enjoyment and comfort of guests
during their dining experience. The design elements should be aligned with the hotel's
overall brand image and target market preferences to create a cohesive and
memorable experience.

Furthermore, it was identified that personalized and attentive service greatly

influenced tourist satisfaction. Friendly and knowledgeable staff who understand
guests' preferences, provide recommendations, and promptly address any concerns
contribute to a positive overall experience. This includes factors such as efficient
order taking, prompt delivery of food, and personalized touches, all of which enhance
the perception of quality service and positively impact tourist satisfaction.

In conclusion, the food and beverage experience within a hotel has a substantial
influence on tourist satisfaction. Quality and variety of food, ambiance and
atmosphere, and personalized service are critical factors that determine the overall
dining experience. Hotels should prioritize investments in culinary expertise, menu
development, interior design, and staff training to ensure a memorable and
satisfactory food and beverage experience for their guests. By doing so, hotels can
enhance their competitiveness, foster positive word-of-mouth, and ultimately increase
guest satisfaction and loyalty.

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Conclusion
This thesis has explored the influence of the food and beverage experience on tourist
satisfaction within the hotel industry. The findings of this study highlight the
significant impact that food and beverage offerings have on the overall tourist
experience and their level of satisfaction.

The quality and variety of food and beverages emerged as key factors in determining
tourist satisfaction. A diverse and well-presented menu featuring both local and
international cuisines enhances the dining experience and contributes to positive
perceptions. Additionally, the freshness, taste, and nutritional value of the food, along
with the skill and attentiveness of the service staff, play crucial roles in shaping
tourists' satisfaction.

The ambiance and atmosphere of the food and beverage outlets were also found to
significantly influence tourist satisfaction. Factors such as interior design, lighting,
music, and overall ambiance create a pleasant and enjoyable dining environment. The
design elements should align with the hotel's brand image and target market
preferences to create a cohesive and memorable experience.

Moreover, personalized and attentive service was identified as a key driver of tourist
satisfaction. Friendly and knowledgeable staff who understand guests' preferences,
provide recommendations, and promptly address any concerns contribute to a positive
overall experience. Efficient order taking, prompt food delivery, and personalized
touches enhance the perception of quality service and positively impact tourist
satisfaction.

To ensure high levels of tourist satisfaction, hotels should invest in culinary expertise,
menu development, interior design, and staff training. By prioritizing these aspects,
hotels can create a memorable food and beverage experience that not only meets but
exceeds guest expectations. This, in turn, enhances the hotel's competitiveness, fosters
positive word-of-mouth, and ultimately increases guest satisfaction and loyalty.

As the hospitality industry continues to evolve, it is crucial for hotels to recognize the
vital role that food and beverage play in shaping the overall tourist experience. By
understanding the factors that influence tourist satisfaction and strategically
addressing them, hotels can create a competitive advantage and establish themselves
as preferred destinations for both domestic and international travelers.

Recommendation

Based on the findings of this thesis, several recommendations can be made to hotels
in order to enhance the influence of food and beverage on tourist satisfaction:

Focus on culinary excellence: Hotels should prioritize investing in culinary expertise

and ensuring high-quality food and beverage offerings. This includes sourcing fresh
and local ingredients, maintaining consistent taste and presentation, and continuously
innovating the menu to cater to diverse guest preferences.

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Embrace variety and diversity: To cater to a wide range of guest preferences, hotels
should offer a diverse menu that includes both local and international cuisines. This
allows guests to have a unique culinary experience and provides options for those
with specific dietary requirements or preferences.

Create an inviting ambiance: The ambiance and atmosphere of food and beverage
outlets significantly impact guest satisfaction. Hotels should carefully design the
interior spaces, paying attention to lighting, music, and overall decor. Creating a
welcoming and comfortable environment will enhance the overall dining experience.

Personalize the service: Staff training should emphasize personalized and attentive
service. Employees should be trained to understand guest preferences, provide
recommendations, and ensure prompt and efficient service. Personal touches such as
remembering guest names or previous orders can go a long way in creating a
memorable experience.

Seek guest feedback: Hotels should actively seek feedback from guests regarding
their food and beverage experience. This can be done through comment cards, online
surveys, or even personal interactions. Guest feedback provides valuable insights for
improvement and helps identify areas of strength and areas that require attention.

Foster collaboration between departments: Effective communication and

collaboration between the food and beverage department and other departments
within the hotel, such as housekeeping and front desk, are essential. This ensures
seamless coordination and enhances the overall guest experience.

Stay updated with industry trends: Hotels should stay informed about emerging
trends and innovations in the food and beverage industry. This includes keeping up
with dietary trends, sustainability practices, and technological advancements that can
enhance the dining experience.

By implementing these recommendations, hotels can elevate the influence of food and
beverage on tourist satisfaction. A positive and memorable food and beverage
experience will not only attract and retain guests but also contribute to the overall
success and reputation of the hotel in the highly competitive hospitality industry.

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 REFERENCE

Jamal, T., & Robinson, M. (2015). Tourist satisfaction and destination loyalty: A
study of international tourists in Jordan. Journal of Travel Research, 54(2), 155-169.

Kevin Ertell (2011). Employee satisfaction leads to customer Satisfaction. Accessed

from http://www.retailshakennotstirred.com/retail-shaken-not
stirred/2011/01/employee-satisfaction-leads-to-customer-satisfaction -andbig-
profits.html.

Kim, S. S., & Lee, C. K. (2016). Effects of hotel food and beverage offerings on
customer satisfaction and customer loyalty: The moderating role of dining frequency.
Journal of Hospitality Marketing & Management, 25(1), 1-19.

Lee, H. A., & Hwang, J. (2018). The impact of food quality, service quality, and
physical environment on customer satisfaction and behavioral intention in quick-
casual restaurants: Moderating role of perceived price. International Journal of
Contemporary Hospitality Management, 30(1), 432-451.

Sigala, M. (2016). Food and beverage management and tourism destinations: A

review. Journal of Hospitality and Tourism Management, 27, 104-116.

Sparks, B. A., & Browning, V. (2011). The impact o f the food and hospitality
elements on the overall satisfaction of hotel conference delegates. Journal of Travel
Research, 50(4), 431-443.

Upchurch, R. S., & Niccolini, A. (2019). The influence of food tourism experiences
on tourist satisfaction and destination loyalty: An application of the theory of planned
behavior. Journal of Travel Research, 58(3), 443-458.

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 APPENDIX

I am Som Prasad Koirala Student of Nepal Academy of Tourism and Hotel

Management (NATHAM), have prepared this questionnaire as a vital part in the
research towards mine bachelor of hotel management thesis. The research I am doing
is about '' Influence of food and beverage experience of tourist satisfaction'' (a case
study in Soaltee Hotel. Your participation in this research is anonymous. All your data
in confidential .I will use only answers for my analysis.

1|Page
 Questionnaire Survey:

Section 1: Demographic Information

1) Gender:
 Male
 Female
 Prefer not to say
2) Age:
 18-25
 26-35
 36-45
 46-55
 56 and above
3) Nationality:
4) Purpose of Travel:
 Leisure
 Business
 Both

Section 2: Food and Beverage Experience

1) How frequently did you dine at the hotel's food and beverage outlets during your
stay?
 Very frequently
 Frequently
 Occasionally
 Rarely
 Never
2) Please rate the following aspects of the food quality at the hotel's food and
beverage outlets:
a) Taste:
 Excellent
 Good
 Average
 Poor
 N/A (not applicable)

b) Freshness:

 Excellent
 Good
 Average

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  Poor
 N/A

c) Presentation:

 Excellent
 Good
 Average
 Poor
 N/A
3) How satisfied were you with the variety of food options available?
 Very satisfied
 Satisfied
 Neutral
 Dissatisfied
 Very dissatisfied
4) Please rate the quality of service provided by the food and beverage staff:
 Excellent
 Good
 Average
 Poor
 N/A
5) How satisfied were you with the attentiveness and knowledge of the staff
regarding food and beverage offerings?
 Very satisfied
 Satisfied
 Neutral
 Dissatisfied
 Very dissatisfied
6) Did the hotel's food and beverage outlets offer a sufficient selection of
vegetarian/vegan/gluten-free options?
 Yes
 No
 Not applicable (I didn't have any dietary restrictions)

7) Please rate the overall ambiance and atmosphere of the food and beverage outlets:
 Excellent
 Good
 Average
 Poor
 N/A

Section 3: Tourist Satisfaction

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1. Overall, how satisfied were you with your dining experience at the hotel's food and
beverage outlets?
 Very satisfied
 Satisfied
 Neutral
 Dissatisfied
 Very dissatisfied
2. Would you recommend the hotel's food and beverage outlets to others?
 Yes, definitely
 Yes, probably
 Maybe
 No, probably not
 No, definitely not
3. How likely are you to revisit the hotel based on your food and beverage
experience?
 Very likely
 Likely
 Neutral
 Unlikely
 Very unlikely
4. Please provide any additional comments or suggestions regarding the food and
beverage offerings at the hotel:

Thank you for your participation! Your feedback is greatly appreciated.

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