ANALYSIS ON SERVICE PERFORMANCE TOWARD CUSTOMER SATISFACTION AT MANAM'S RESTAURANT IN SM FAIRVIEW QUEZON CITY

Abstract

The restaurant industry remains a highly profitable sector, with both international and local chains striving to meet diverse customer demands. In this competitive environment, delivering high-quality food and service is essential to gaining a competitive advantage. Service performance is a critical factor, as it directly influences customer satisfaction, loyalty, and business profitability. To remain relevant, restaurants must adapt to shifting customer preferences. Maintaining consistent service quality is vital; failure to do so can result in customer attrition and potential business decline. This chapter discusses the research methodology utilized in the study, including the research design, selection of respondents, sampling techniques, and research instruments. It elaborates on the development and validation of the questionnaire, outlines the data collection procedures, and describes the statistical tools used for data analysis. These methodological steps were undertaken to ensure the reliability and validity of the study’s results. The results reveal a moderate positive correlation between service performance and customer satisfaction, indicating a reasonably strong linear relationship. This suggests that as service performance improves, customer satisfaction also tends to increase. However, the correlation is not perfect, implying that while better service performance generally enhances customer satisfaction, other variables may also contribute to the overall customer experience. The results of the study on customer satisfaction at Manam’s Restaurant were evaluated based on customers’ demographic profiles, including age, sex, and civil status. These factors are essential in understanding variations in customer preferences, behaviors, and satisfaction levels. Insights gained from this analysis can help refine service strategies and contribute to the overall growth and success of the business.