Advisers

Deanielle B. Mangahas, LPT

Discipline

Hospitality Management

Abstract

This study examined the service quality of Persons with Disabilities (PWD) staff and its relationship with restaurant operational performance in selected restaurants, specifically Bistro Remedios and Red Tomato. The study assessed service quality in terms of reliability, responsiveness, and professionalism, as well as restaurant operational performance in terms of efficiency, customer satisfaction, teamwork, and productivity. A descriptive-correlational research design was employed in the study. Data were gathered using a structured survey questionnaire administered to twenty (20) PWD staff selected through purposive sampling. Statistical tools such as frequency distribution, weighted mean, and Pearson correlation coefficient were used to analyze the data. The results revealed that PWD staff demonstrated a high level of service quality across all dimensions. Restaurant operational performance was also rated at a high level. Furthermore, the findings showed that there was a significant relationship between the service quality of PWD staff and restaurant operational performance, as all computed p-values were less than the 0.05 level of significance. The study concluded that the service quality of PWD staff significantly influences restaurant operational performance. The findings highlight the importance of inclusive employment practices in enhancing service excellence and improving operational efficiency in the restaurant industry.

Keywords

service quality, reliability, Responsiveness, restaurant industry, persons with disabilities (pwd), restaurant operational performance, professionalism, inclusive employment