4. Problem to be studied or discussed
• In a highly competitive industry, it is important to understand what
services affect customers' satisfaction and what service attributes to
provide that will satisfy them.
• Customers are now more aware of the level of service they must get;
thus, businesses must know how well their business is doing and if
they are meeting the expectations that they have.
8. General Objectives
• To know what different kinds of service qualities are offered in these
restaurants
• To determine how service qualities affects the loyalty of customers .
• to determine an accurate measurement of how well a restaurant
meets the expectations of customers.
• To make recommendations that would meet and surpass the needs of
the customers in terms of what kind of service they desire.
9. Statement of the Problem
1. What is demographic profile of respondents in terms of:
1.1 name of (optional)
1.2
2. What are the service quality that the selected restaurants offer?
3. What are the expectations of customer towards the restaurants from
Jose Panganiban ?
4. How customer expectation service quality affect the customer
satisfaction towards restaurants ?
5. How are the service quality of a restaurant affects the satifaction of
their customer ?
10. Possible Theory
SERVQUAL ( 1985 ) by a team of academic researchers, A. Parasuraman,
Valarie Zeithaml and Leonard L. Berry is a multi-dimensional research
instrument designed to capture consumer expectations and perceptions
of a service along five dimensions that are believed to represent service
quality. SERVQUAL is built on the expectancy-disconfirmation paradigm,
which, in simple terms, means that service quality is understood as the
extent to which consumers' pre-consumption expectations of quality are
confirmed or disconfirmed by their actual perceptions of the service
experience.
