Portal de Periódicos da CAPES

Service quality and servicescape of the restaurants in Las Piñas City

2021; Volume: 9; Issue: 4 Linguagem: Inglês

10.5861/ijrsm.2021.m7737

2243-7789

Jr. Dinero Baddie M., Jennie Margaret M Apritado,

Quality and Supply Management

This study assessed the service quality and servicescape of the restaurants in Las Piñas City.Specifically, it assessed the service quality of the casual dining restaurants; determined the servicescape of the restaurant; tested the significance difference when grouped according to the profile variables.This study used descriptive method of research', the data were collected from 403 using the availability sampling.The adapted questionnaire was distributed using the online Google Form.On the other hand, Mann-Whitney Test was used to determine the significant difference when grouped according to the profile variables.The researcher ensured that data privacy of the respondents was secured.Based from the result, the service quality of the restaurants is relatively strong on the aspect of tangible, followed by assurance and satisfaction, reliability, responsiveness, empathy and price respectively.On the other hand, the qualification of the staff and service presentation is highly regarded by the respondents,by physical environment (internal presentation) and product/brochures/menus/webpage, Interior and Exterior Ambient Conditions, physical environment (external presentation) and direct/indirect external servicescape respectively.The study concluded that Majority of the respondents are at the age of 23 to 38 years of age or generation Y, female, single, college graduate and employed as part timer.