Advisers

Angelica E. Beltran

Discipline

Hospitality Management

Abstract

Online customer reviews have become an important factor in shaping public opinion and influencing the performance of hotels, as guests now rely heavily on online feedback before making reservations. This trend has pushed hotels like Sequoia Hotel to focus more on improving food quality, service, and overall guest experience. After the pandemic, customers have also become more concerned about food safety, cleanliness, and service standards, increasing the pressure on hotel restaurants to meet both regulatory and customer expectations. This study investigated how online customer reviews affect the service quality of Sequoia Hotel’s restaurant in Quezon City, focusing on their influence on guest satisfaction, willingness to revisit, and customer loyalty. Using a quantitative correlational design, data were collected from 50 restaurant guests through a survey with a five-point Likert scale. Descriptive statistics and Pearson correlation were used to analyze the data. The results showed that most respondents were young adults aged 22–25, with male respondents slightly outnumbering females. Participants generally had very positive perceptions of the restaurant’s service quality. Online customer reviews were found to strongly influence customer satisfaction, willingness to revisit, and loyalty. Respondents also expressed a high willingness to return, try new menu items, and recommend the restaurant to others. The restaurant received high ratings across all SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. However, correlation analysis showed that only assurance had a significant positive relationship with customer willingness, highlighting the importance of staff professionalism and food safety in encouraging repeat visits. The findings suggest that online customer reviews play an important role in shaping customer perceptions and behavior in the restaurant. Positive reviews help establish expectations about service quality, food safety, and the overall dining experience. The study also highlights that high service quality contributes to customer satisfaction, repeat visits, and loyalty. When guests perceive the restaurant as clean, reliable, responsive, professional, and attentive, they are more likely to have positive experiences and recommend the restaurant to others.

Keywords

service quality, customer satisfaction, hospitality industry, online customer reviews, customer loyalty, servqual dimensions, customer willingness to revisit, restaurant service quality