Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study addressed the importance of efficient service in the competitive foodservice industry, with particular attention to customer satisfaction, loyalty, and retention. It assessed service efficiency at Kuya J Restaurant in SM Marikina City to identify opportunities for improving service quality, employee performance, and customer experience. The study used a comparative design and surveyed fifty customers through a SERVQUAL-based questionnaire that gathered information on demographics, service efficiency, and customer experience. Statistical tools were used to identify differences in customer perceptions. Most guests were young adults aged 25–34, male, single, and students who visited regularly. High ratings across the SERVQUAL dimensions indicated favorable perceptions of service quality. However, respondents identified menu unavailability, slow service, and food temperature as concerns. The findings indicated favorable assessments of service efficiency and customer satisfaction at Kuya J Restaurant. Addressing operational concerns and tailoring service-improvement and loyalty initiatives to different age and occupational groups may support long-term customer retention.

Keywords

service quality, customer satisfaction, customer experience, service efficiency, customer loyalty, restaurant operations