Assessment of Service Quality of Samgyeopsal SA Batasan in Quezon City: A Basis for Enhancement

Vol.4, No.1

Abstract

The primary objective of this study is to evaluate the service quality of Samgyeopsal sa
Batasan, a restaurant located in Quezon City. Service quality is a multi-dimensional concept
that reflects customers' overall evaluation of the superiority or inferiority of a service. It refers
to the extent to which a service meets or exceeds customers' expectations in terms of
various attributes such as reliability, responsiveness, assurance, empathy, and tangibles. An
accurate and comprehensive assessment of service quality is essential for service providers
to develop effective strategies for improving service quality and enhancing customer
satisfaction.

The study utilized a survey questionnaire via Google Forms to assess the service quality of
Samgyeopsal Sa Batasan. The results of this study indicated that the assessment of service
quality at Samgyeopsal Sa Batasan yielded a total average mean of 3.37 for reliability, 3.37
for responsiveness, 3.43 for assurance, 3.43 for empathy, and 3.25 for tangibles. These
scores were interpreted as "Agree" suggesting that customers generally agreed that the
restaurant met their expectations in these dimensions of service quality. For challenges
encountered in Samgyeopsal sa Batasan, slow service is the highest rating with 27
respondents, equivalent to 54%; unavailability of certain products or services and problems
with the equipment and overall atmosphere got 13 responses, equivalent to 26% and both
got the 2nd rank. Next, none or no challenges encountered got 11 responses, equivalent to
22%, and got the 3rd rank.

The recommendations that the researchers will take to Samgyeopsal sa Batasan are to have
fast and friendly communication and achieve all customer expectations in terms of food
quality and food service. Consider factors such as space, layout, and customer flow to avoid
compromising existing customers' comfort and experience. Ensure that the addition of new
seating does not compromise the overall design and functionality of the restaurant.