Abstract:
A wedding functions is paramount for both customers and hoteliers as it is an
event of life which is mostly celebrated once in a lifetime. Therefore, it is
crucial to management of ahotel to have a proper knowledge regarding quality
attributes to satisfy the customers. Previous researches have indicated that
quality attributes impact on customer satisfaction to a large extent. This study
investigated the nature of the impact of three quality attributes of wedding
banquets on customer satisfaction and behavioural intention in 3–5-star hotelsin
Kandy district (predictors: food, service, and physical environment). It further
analyzed the mediating role of customer satisfaction between the quality
attributes and behaviouralintention. An online survey was conducted to collect
data from 141 brides or grooms of married couples, celebrated their wedding
ceremony at a wedding banquet in a 3-5 -star hotel in Kandy district in 2019
who were selected using convenient sampling method. The collected data was
analyzed through the Statistical Package for Social Science (SPSS)version 26.0.
Based on the results of Pearson Correlation and Regression analysis, all the
hypotheses to the study were accepted revealing that quality attributes positively
impactedboth customer satisfaction and behavioural intention. Also, it could be
found that the quality of food is the most influential quality attribute to
customer satisfaction and behavioural intention. The results of the Sobel test
revealed that the customer satisfactionhas a mediating effect on the impact that
quality attributes have on behavioural intention.There are research implications
of the findings which would guide hotel managers as to where to focus their
work energy in terms of generating customer satisfaction and behavioural
intention. The study recommends taking every action to improve the quality
attributes of wedding banquets giving priority to the quality of food, to gain
customer satisfaction and to boost positive behavioural intention.
