International Journal of Research Studies in Management
CollabWritive Special Issue
2024 Volume 12 Issue 2
Available Online: 15 April 2024
Author/s:
Repatacodo, Jairo
Camarines Sur Polytechnic Colleges, Philippines (jairepatacodo@cspc.edu.ph)
Abstract:
Service quality and customer satisfaction are widely regarded as important factors in the formulation of purchase intentions. The study aimed to determine the profile respondents in terms of demographic in the customer experience and satisfaction of casual dining restaurants in Rinconada, to assess the factors affecting customer satisfaction in terms of atmosphere, product quality, price, and customer loyalty; to determine the service quality of casual dining restaurants in terms of empathy, responsiveness, reliability, tangibility, and assurance; tested the significant difference on the assessment the factors affecting customer satisfaction and service quality of casual dining restaurants when grouped according to the profile variables and tested the significant relationship between factors affecting customer satisfaction and service quality. A quantitative correlational research design and descriptive method with an adopted questionnaire were used in the study. Stratified random sampling was used with 395 respondents that are customers of registered and DOT accredited casual dining restaurants. The casual dining restaurants in Rinconada have a high level of customer satisfaction in terms of atmosphere, product quality, price, and customer loyalty. There was a high-level service quality in terms of empathy, responsiveness, reliability, tangibility and assurance. An action plan was also proposed for continuous improvement of the Casual Dining Restaurant in Rinconada.
Keywords: action plan, casual dining restaurant, customer satisfaction, Rinconada, service quality
DOI: https://doi.org/10.5861/ijrsm.2024.1028
Cite this article:
Repatacodo, J. (2024). Service quality and customer satisfaction of casual dining restaurants in Rinconada. International Journal of Research Studies in Management, 12(2), 179-186. https://doi.org/10.5861/ijrsm.2024.1028