IMPACT OF SERVICE QUALITY ON GUEST SATISFACTION IN THE FOOD SERVICE AREA (A CASE STUDY OF THE HOSPITALITY MANAGEMENT RESTAURANT IN FEDERAL POLYTECHNIC EDE OSUN STATE).

The hospitality industry is one of the fastest growing sectors in the global economy; its significant contribution is seen to be on an upward trend. During the past few decades, customer satisfaction and service quality have become a major area of attention to practitioner and academic researchers. The research focused on the impact of service quality towards guest satisfaction (A case study of Hospitality Management at Federal Polytechnic, Ede, Osun State). The total population for the study is sixty-six (66) respondents but sixty was returned given 90.9% return rate. From the analyzed questionnaires, 70% of respondents agreed that guest perceives the establishment as being effective in addressing issues before they escalate, which is a critical component of service quality also 88.4% respondents agreed that recognition of the potential for technology to improve service quality, efficiency and customer engagement. In conclusion, the assessment of service quality attributes has revealed that dimensions such as reliability, responsiveness, assurance, empathy, and tangibles play a significance role in shaping guest perceptions. It is therefore recommended that restaurant owners should invest in staff training programs that focus on customer service excellence, emphasizing the importance of empathy, responsiveness, and effective communication. They should implement regular feedback mechanisms to gather insights from guests and use this data to make informed improvements in service delivery and lastly Managers should foster a customer-centric culture within the organization by prioritizing guest satisfaction in all operational decisions.