FOOD AND BEVERAGE SERVICE QUALITY AND GUEST SATISFACTION BASED ON TRIPADVISOR REVIEWS
Keywords:
Guest Satisfaction, SERVQUAL, Food and Beverage Service, Electronic Word of Mouth (eWOM)Abstract
This study analyzes guest satisfaction with Food and Beverage Service at a four-star hotel in Jakarta
by examining 270 TripAdvisor reviews. A qualitative descriptive approach with content analysis was employed to
assess the five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and link
them with the Expectancy-Disconfirmation Theory framework. The findings reveal that responsiveness and
empathy dominate positive reviews, while reliability is frequently associated with negative experiences such as
service delays and inconsistency in taste. These results highlight that interpersonal quality has a stronger influence
on guest satisfaction than technical aspects. Furthermore, each service dimension is closely connected to
Electronic Word of Mouth (eWOM), where positive reviews enhance the hotel's image as friendly, responsive, and
professional, while negative reviews may weaken public perceptions. Overall, most reviews reflect positive
disconfirmation, indicating that Food and Beverage Service not only meet but also exceed guest expectations. The
main contribution of this research is the integration of SERVQUAL, Expectancy-Disconfirmation Theory, and
Electronic Word of Mouth (eWOM) to explain how guest experiences shape hotel service image in the digital
sphere. However, this study is limited to a single review platform (TripAdvisor), therefore, future research is
recommended to compare multiple platforms and adopt mixed methods for a more comprehensive understanding.
