Advisers

Deanielle B. Mangahas, LPT

Discipline

Hospitality Management

Abstract

Restaurant ambiance is a persistent challenge in the hospitality industry, influencing how customers perceive quality, respond emotionally, and make decisions during dining. Elements such as lighting, interior design and layout, cleanliness and maintenance, and overall atmosphere determine whether a dining environment meets or exceeds expectations. This study examined the impact of ambiance on customer satisfaction and dining experience in selected restaurants in Quezon City. A quantitative descriptive research design was used. Data were collected through a validated survey questionnaire administered to fifty dine-in customers from five selected restaurants: Mauro's Grille, Kamay Kainan, Mesa, Peri-Peri Charcoal Chicken and Sauce Bar, and Pablo Resto and Craft Beer, with ten respondents per establishment through purposive sampling. The questionnaire assessed four ambiance dimensions and their influence on perceptions, emotions, and behaviors using a four-point Likert scale. Frequency distribution, weighted mean, ranking, and One-Way ANOVA were used for data analysis. The findings revealed that cleanliness and maintenance was the most influential ambiance element, with respondents identifying hygienic areas and tableware as contributors to comfort and security. Lighting was highly regarded for enhancing the atmosphere and food presentation. Interior design and atmosphere received strong ratings, with furniture arrangement and its effect on service quality as key drivers. Ambiance most strongly shaped customer perceptions on first impressions and quality, followed by behavioral intentions such as choosing a restaurant that fits the occasion, and emotional responses where cleanliness generated the strongest sense of security. Common problems included thermal discomfort, lighting inconsistency, uncleanliness, and noise. Most restaurants demonstrated ambiance that exceeded customer preferences, while one reflected closer alignment with minimum expectations. The study concluded that strengthening cleanliness protocols, optimizing lighting and spatial design, improving temperature regulation, and managing noise are essential to elevating customer satisfaction and improving the overall dining experience. A structured ambiance monitoring system with regular customer feedback, staff training, and proactive facility maintenance is recommended to improve service quality, foster long-term customer loyalty, and sustain competitive advantage in the hospitality industry.

Keywords

customer satisfaction, cleanliness, restaurant ambiance, dining experience, lighting, interior design