Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

Dining out has become a common lifestyle activity in the Philippines, where customers evaluate restaurants not only based on food quality but also on the service they receive. Staff appearance including grooming, cleanliness, and proper uniform presentation together with service quality factors such as politeness, communication clarity, and responsiveness, can strongly influence guest satisfaction. LASA Restaurant, located in Ayala Malls Cloverleaf and established in 2023, offers Filipino comfort food in a modern dining environment. As a restaurant operating in a busy mall, maintaining consistent service standards is important to meet customer expectations and encourage repeat visits. This study used a descriptive correlational research design to analyze the relationship between staff appearance, service quality, and guest satisfaction. Fifty customers who had dined at LASA Restaurant and interacted with its frontline staff participated through convenience sampling. Data were collected using a validated five-part questionnaire covering demographics, staff appearance, service quality, guest satisfaction, and service concerns. Responses were measured using a 4-point Likert scale. Data analysis included frequency and percentage distribution, weighted mean, ranking, and correlation analysis. Permission was secured from restaurant management, and participation was voluntary and anonymous. Most respondents were young adults aged 23–27, predominantly female, college undergraduates, and employed. Many were first-time visitors, while others dined at the restaurant one to three times monthly. Staff appearance including grooming, cleanliness, and proper uniform presentation received excellent ratings. Service quality indicators such as politeness, communication clarity, and responsiveness were also highly rated. Guest satisfaction results indicated that the restaurant generally met or exceeded customer expectations. The findings highlight that professional grooming, neat uniforms, courteous communication, and attentive service contribute to positive dining experiences. Staff appearance influences perceptions of professionalism and trust, while quality service enhances customer comfort and satisfaction. Continuous staff training, reinforcement of grooming standards, and consistent service practices are recommended to maintain service excellence and strengthen customer loyalty.

Keywords

service quality, guest satisfaction, staff appearance