The Role of Breakfast in Customer Satisfaction at Hotel Kajanus

Abstract

This study examines the role of breakfast in customer satisfaction at Hotel Kajanus. Its purpose was to evaluate the breakfast experience at the hotel, examine its association with overall customer satisfaction, identify the factors influencing guests’ satisfaction, assess the gaps between guests’ expectations and their actual breakfast experience, and provide practical recommendations for improving the breakfast service. The study was commissioned by Hotel Kajanus.

The study was conducted using a quantitative research approach. Data were collected through a structured questionnaire based on the SERVQUAL model, including both closed-ended and open ended questions. The questionnaire was distributed to breakfast customers at Hotel Kajanus between 12 June and 12 July 2025. The final sample consisted of 202 respondents. The quantitative data were analyzed using descriptive statistics and Pearson correlation analysis, while the open ended responses were grouped into themes.

The results showed food quality, taste, variety and presentation had moderate positive correlation with guests’ overall breakfast satisfaction. Then, breakfast satisfaction showed a moderate positive correlation with recommendation intention, whereas no meaningful correlation was found with revisit intention. The results did not indicate major gaps between guests’ expectations and their actual breakfast experience.

The study concluded that breakfast plays an important role in the guest experience and customer satisfaction at Hotel Kajanus. It recommended further development of dietary options and beverage quality, as well as more active use of breakfast in hotel marketing, and customer loyalty initiatives.