Title:
RELATIONSHIP OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY AMONG SELECTED FOOD ESTABLISHMENTS IN TAGUM CITY, DAVAO DEL NORTE, PHILIPPINES

Authors:
Noah James Sitier

Abstract:
Service quality toward clients is essential to customer satisfaction, and as result, customer loyalty. This study was conducted to determine the interrelationship of these attributes among the selected restaurants of Tagum City. Quantitative data were analyzed using mean and Pearson r. Findings revealed a significant mean on service quality from employee performance (x=4.50), while the least mean was from employee attitude (x=4.47). The most significant mean on customer satisfaction was from a customer-friendly indicator (x=4.45), while the least mean was identified from delivery efficiency (x=4.37). Analysis showed that the greatest mean on customer loyalty was obtained from perceived alternatives (x= 4.45) and the least mean from the relationship strength (x=4.41). There is a significant (p?0.05) relationship between service quality and customer satisfaction. Also, the relationship between customer satisfaction and customer loyalty is significant (p?0.05). from the results of the study, conclusions were made.

Keywords:
Service Quality, Customer Satisfaction, Customer Loyalty

DOI:
https://doi.org/10.37500/IJESSR.2023.6107