Advisers

Esterlin B. Regatillo, MPA

Discipline

Hospitality Management

Abstract

This study explored how guests perceive the service quality at Texas Roadhouse - Quezon City. In today’s competitive restaurant industry, providing excellent service is just as important as serving good food. Understanding how customers view different aspects of service—such as the restaurant’s physical appearance, staff behavior, responsiveness, reliability, assurance, and empathy—helps identify what the restaurant is doing well and where improvements may be needed. This research was conducted to provide meaningful insights that can help enhance the overall dining experience and strengthen customer satisfaction. A descriptive–comparative quantitative research design was used in the study. Data were gathered through survey questionnaires distributed to guests of the restaurant. The questionnaire measured perceptions of service quality based on five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The responses were analyzed using appropriate statistical tools to describe the respondents’ profiles, assess overall service quality ratings, and determine if there were significant differences in perceptions when grouped according to gender. Findings revealed that guests generally rated the restaurant’s service quality as very high across all five dimensions. Tangibles and reliability received particularly strong evaluations, indicating satisfaction with physical facilities, food presentation, and consistency of service. Statistical analysis showed no significant difference in service quality perceptions when respondents were grouped according to gender. The results suggest that the restaurant effectively maintains consistent service standards and customer-centered practices. Sustaining strengths in physical environment and reliable service delivery is crucial, while continuous improvement initiatives may further enhance guest satisfaction and long-term competitiveness.

Keywords

service quality, customer satisfaction, guest insights