Advisers

Dana France H. Ignacio, PhD

Discipline

Hospitality Management

Abstract

This study examined the influence of staff training on employees’ perceived service quality in selected restaurants in Metro Manila. Anchored in the SERVQUAL model, it explored how training in technical skills, soft skills, and food safety and hygiene related to staff perceptions of reliability, responsiveness, empathy, tangibles, and assurance. Using data from 50 restaurant employees, the study assessed current training practices and their relationship with perceived service quality. The study used a quantitative descriptive design and collected data from 50 restaurant staff members through a structured survey questionnaire. It examined training in technical skills, soft skills, and food safety and hygiene in relation to the SERVQUAL dimensions of reliability, responsiveness, empathy, tangibles, and assurance. The data were analyzed using percentage, weighted mean, ranking, and Spearman rank correlation. Most respondents were waiters or waitresses with less than three years’ experience, indicating a predominantly frontline workforce. Training in technical skills, soft skills, and food safety was rated very influential across all SERVQUAL dimensions. Spearman correlation showed a strong and statistically significant relationship between staff training and perceived service quality (r = 0.8153, p < 0.05). The findings indicated that staff training was strongly associated with perceived service quality in the selected restaurants. Training in technical skills, soft skills, and food safety supported employees’ competence, confidence, and professionalism, and all service-quality dimensions received very influential ratings. The strong correlation underscores the importance of continuous training for consistent, high-quality service delivery.

Keywords

staff training, perceived service quality