Service Quality Level of Food Service Establishments in Lipa City, Philippines: Basis for Business Operations Enhancement

Arnold Magtibay De Luna and Norma L. Meñez

International Journal of Management Sciences, 2014, vol. 3, issue 1, 21-35

Abstract: Service quality is considerable parts of businesses, which makes it important to correctly, properly measure and research its effectiveness. This study aimed to determine the service quality level offered by leading food service establishments in Lipa City. On the other hand, it tested the significant relationship on people and product between the profile of the food service establishments and level of service quality. Moreover, it also tested the significant differences among the responses regarding service quality level when grouped according to food service establishment which pertain to place, people, product, price and promotion. This study utilized descriptive method of research wherein the research design is valuable in providing facts. This study revealed that food service establishments mostly are family restaurants, offers common services and patronize from generation to generation by Lipeños. The respondents strongly agreed in the service quality level provided by food service establishments in Lipa City are the main attributes in providing service quality level of food service providers. However, they only agreed that price and place secondly followed in determining the service quality level. It also revealed that the service quality is not affected by the profile of the food service establishments in Lipa City. Lastly, the study revealed that absenteeism and tardiness and guest reservation are the common problems encountered by food service establishments. The proposed measures have been formulated to enhance the business operations.

Keywords: Service Quality; Food Service Establishment; Business Operation (search for similar items in EconPapers)
Date: 2014
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