The Impact of Service Quality Towards Customer Satisfaction in Selected Samgyeopsal Restaurants in Quezon City

Vol.4, No.1

Abstract

Many Filipinos are going crazy about it because of its unique concept of having various side
dishes, as Samgyeopsal has become popular in the Philippines. Service quality and customer
satisfaction are important aspects of the business since a company’s growth is largely
dependent on how well it maintains its customers through service and how well it keeps its
customers satisfied. This study aims to investigate the impact of service quality on customer
satisfaction for selected Samgyeopsal Restaurant in Quezon City".

In terms of serving orders on the table, respondents have a minor problem when it comes to
the condition of tools and equipment. The respondents have a minor problem with the
instructions they give to employees. In other words, the employee did not understand the
instructions well given to them by the customer. The respondents had a minor problem with
the attention to their complaints. There are times that the customers do not get the attention
well when they have some complaints.

A recommendation for the service provider would be to focus on improving the conditions of
tools and equipment to ensure that they are in good working condition and clean. The
restaurant could consider implementing strategies to address any areas that were identified
as opportunities for improvement, such as increased attention to customer complaints.

Continue to monitor customer feedback, identify areas for improvement in their customer
service processes, and maintain and improve customer satisfaction levels. Selected
Samgyeopsal Restaurant should focus on improving the minor problems identified by the
respondents, particularly in the areas of tools and equipment condition, instructions given to
employees, and attention to customer complaints.