Advisers

Mary Joyce C. Cabiles, MPA

Discipline

Hospitality Management

Abstract

Chef R Grill & Restaurant in San Rafael, Bulacan, operates in a highly competitive food-service market in which service quality is important to customer satisfaction and business sustainability. This study evaluated the restaurant’s service quality and customer satisfaction using the five SERVQUAL dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The findings were intended to inform service-improvement measures that could enhance the overall dining experience. The study used a quantitative descriptive-correlational design. A total of 171 dine-in customers of Chef R Grill & Restaurant were selected through simple random sampling. Data were gathered using a structured survey questionnaire and analyzed using frequency, percentage, weighted mean, ranking, and Pearson’s correlation coefficient to examine the relationship between service quality and customer satisfaction. Respondents rated the restaurant’s service quality as satisfactory across all five SERVQUAL dimensions. The analysis reported a strong and statistically significant relationship between service quality and customer satisfaction, indicating that higher perceived service quality was associated with higher customer satisfaction. Although customer evaluations were generally positive, long waiting times and slow service were identified as major concerns. The study recommended continuous monitoring and evaluation of service quality to address these service-delivery issues and help maintain customer satisfaction and loyalty.

Keywords

service quality, customer satisfaction, customer perception, servqual model, restaurant