Examining the relationship between food quality and customer satisfaction at source the Nile hotel in Jinja city.

Abstract

This study investigates the relationship between food quality and customer satisfaction at Source of the Nile Hotel, Jinja, Uganda. It was guided by the following objective: assessed the different dimensions of food quality (taste, presentation, freshness, and safety), examined customer satisfaction levels concerning their dining experiences and analyzed the correlation between specific food quality attributes and overall customer satisfaction in the restaurant context. To achieve the set objectives, the study used a questionnaire and key informant interview approaches to collect data that was anlysed using a likert scale, descriptive and correlation statistics to understand the relationship between specific food quality attributes and overall customer satisfaction. The study that indicate high levels of overall dining satisfaction, and Food quality being served at the hotel suggesting that food quality and ambience drive positive guest experiences. In addition, loyalty intentions were strong, while service quality and speed showed greater variability, pointing to opportunities to standardize service delivery and improve throughput. Customers had a well perception of the environment and appreciated the menu diversity. Based on these findings, the study recommends targeted coaching to enhance responsiveness and professionalism, time-and-motion studies to optimize seating and flow (including considering tech-enabled ordering or staged service), seasonal menu rotations with plant-forward options and clear dietary labeling, and regular ambience audits with lighting, sound management, and cleaning protocols. The hotel administration should enhance responsiveness and professionalism through targeted coaching and role-specific competencies.