Advisers

Sean Henrick V. Cayme, LPT, MAEd

Discipline

Hospitality Management

Abstract

This study introduces the service quality of Tay’s Restaurant and its impact on customer satisfaction, and that occurs against the background of the growing influence of Korean cuisine in the Filipino food industry. The research is grounded in the SERVQUAL model, which evaluates service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The study aimed to assess how these factors influence customer satisfaction and identify challenges faced by customers, with the ultimate goal of providing actionable recommendations to enhance service guidelines and strengthen customer loyalty. The methodological technique used in which this study uses a correlational descriptive design. Using purposive sampling, fifty (50) Tay’s Restaurant customers in Quezon City were selected as respondents. Data were gathered using a structured questionnaire based on the SERVQUAL framework and evaluated with weighted mean, standard deviation, Person’s correlation, frequency distribution, and gap analysis. These methods were used to assess service quality perceptions, measure the relationship between service quality and customer satisfaction, identify common challenges, and prioritize areas for improvement. Results showed that while customers appreciated Tay’s Restaurant’s atmosphere and product quality, gaps were evident in responsiveness and reliability. Statistical analysis confirmed a significant relationship between service quality and customer satisfaction, highlighting staff performance and consistency as critical areas for improvement. The discussion aligns these findings with prior literature, emphasizing that service quality strongly drives satisfaction. Recommendations include enhanced employee training, menu innovation, loyalty programs, and quality assurance monitoring to elevate service standards and foster long-term customer loyalty.

Keywords

service quality, customer satisfaction, service guidelines