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Service Quality and Customer Satisfaction in Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement

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  • Rhea L. Adriatico
  • Allen Mark A. Razalan
  • Chrizel Mae V. Pagbilao
  • Bonimar T. Afalla
  • Leila M. Dela Cruz

Abstract

In the foodservice industry, clients do not only judge the product standard, but also the service quality they receive during their restaurant experience. Therefore, when the importance of the dining experience is strongly regarded by consumers in terms of intellectual and motivational attributes, they are happier to suggest the establishment to others. This research was undertaken to evaluate the levels of service quality and clients’ satisfaction on the services offered by two leading fast-casual dining restaurants in the Province of Nueva Vizcaya, Philippines. As a correlation research, this study was conducted using a modified SERVQUAL instrument among the 395 randomly selected customers. Weighted mean was used to describe the levels of service quality and customer satisfaction. The multiple regression was used to determine the predictors of customer satisfaction. The fast-casual dining restaurants had lived up to the expectation of their customers as they were thought to provide respectable service quality. The fast-casual dining restaurants had satisfied their customers in terms of their dining experience. The physical design and appearance of the restaurants, the price of the product, and the responsiveness of the workforce are the strong determinants of the gratification of the customers.

Suggested Citation

  • Rhea L. Adriatico & Allen Mark A. Razalan & Chrizel Mae V. Pagbilao & Bonimar T. Afalla & Leila M. Dela Cruz, 2022. "Service Quality and Customer Satisfaction in Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 11, May.
    • Handle: RePEc:bjz:ajisjr:2226
    DOI: https://doi.org/10.36941/ajis-2022-0065
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    References listed on IDEAS

    as
    1. Jalal Hanaysha, 2016. "Testing the Effects of Food Quality, Price Fairness, and Physical Environment on Customer Satisfaction in Fast Food Restaurant Industry," Journal of Asian Business Strategy, Asian Economic and Social Society, vol. 6(2), pages 31-40.
    2. Jang, SooCheong (Shawn) & Namkung, Young, 2009. "Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants," Journal of Business Research, Elsevier, vol. 62(4), pages 451-460, April.
    3. Jalal Hanaysha, 2016. "Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry," Journal of Asian Business Strategy, Asian Economic and Social Society, vol. 6(2), pages 31-40, February.
    4. repec:sol:wpaper:2013/196094 is not listed on IDEAS
    5. Sandra Rothenberger, 2015. "Fairness through Transparency: The Influence of Price Transparency on Consumer Perceptions of Price Fairness," Working Papers CEB 15-008, ULB -- Universite Libre de Bruxelles.
    6. Thomas, Rhodri & Wood, Emma, 2015. "The absorptive capacity of tourism organisations," Annals of Tourism Research, Elsevier, vol. 54(C), pages 84-99.
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    Cited by:

    1. Miguel Daniel Ramirez Del Castillo & Zaida Brenida Chavez-Romero & Carlos Alexis Alvarado-Silva & Geraldo Cesar Rosario De Oliveira & Sassy Emperatriz Gaytan-Reyna, 2023. "Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 12, September.

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