This document outlines a research agenda to study the impact of service quality on customer satisfaction at selected restaurants in Jose Panganiban, Camarines Norte. The research will use quantitative methods to determine the types of service qualities offered, how service quality affects customer loyalty, and how well restaurants meet customer expectations. Respondents will be customers of the selected restaurants. The study aims to provide recommendations to better meet and exceed customer needs and desires. SERVQUAL, a framework for understanding service quality along five dimensions, will be used as the theoretical basis.

1. RESEARCH AGENDA
GROUP 4 of 12 PRECISE ABM 2

2. Possible Title
THE IMPACT OF SERVICE QUALITY
ON CUSTOMER SATISFACTION IN
SELECTED RESTAURANTS IN JOSE
PANGANIBAN,CAMARINES NORTE

3. Topic or Issue
Service Quality
offered by Restaurants

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.

5. Possible Respondents
The customers from the
selected restaurants in Jose
Panganiban, Camarines Norte

6. Type of Research
Quantitative
Research

7. Research Method

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.