Abstract: Restaurant industry is continuously growing not only locally but internationally. As Filipino people love eating and travelling, restaurants located in different tourist spots became one of the trends today. For the owners of restaurants, customer satisfaction on their quality of service is important. This research explored the customer satisfaction on the service quality of the selected dining restaurants in the city of Tagaytay. The study used quantitative research design and was conducted in five restaurants such as Claw Daddy's, Kenny Rogers, Leslies, Mama Lou's and Mang Jose. There were 100 respondents in the study who were the guests of the restaurants (20 each) in which the researchers distributed questionnaire. The results of the study showed the customers have the highest level of satisfaction on the service quality of the selected restaurants as all the dimensions of service quality such as reliability, assurance, empathy, tangibles, and responsiveness got a weighted mean equivalent to the verbal interpretation of “Excellent”. With regards to the significant difference in each demographic profile, this study reveals that there is a significant difference on their perception on the service quality when grouped according to gender in reliability, assurance, and empathy. In terms of age, there is significant difference on the customers’ satisfaction specifically in assurance and tangibles. On the other hand, this study also reveals that there is no significant difference on the customer satisfaction to service quality when grouped according to their civil status, occupation, and educational attainment.
Keywords: Service Quality, Restaurants, Customer Satisfaction, Tangible, Reliability, Responsiveness, Empathy, Asssurance.
Title: CUSTOMER SATISFACTION WITH THE SERVICE QUALITY OF SELECTED DINING RESTAURANTS IN TAGAYTAY CITY
Author: Joung Hae Min R., Duenog Nerizza E., Mr. Mario Luis Jamoralin
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
Vol. 11, Issue 1, January 2023 - March 2023
Page No: 113-128
Research Publish Journals
Website: www.researchpublish.com
Published Date: 15-February-2023
