Service Quality and Customer Repurchase Intention of a Local Restaurant in the Central Philippines

Maria Thely Cordova, Nenette Padilla and Joel Bual
Additional contact information
Maria Thely Cordova: University of Negros Occidental-Recoletos
Nenette Padilla: University of Negros Occidental-Recoletos
Joel Bual: University of Negros Occidental-Recoletos

Technium Social Sciences Journal, 2024, vol. 60, issue 1, 227-239

Abstract: Service quality and customers’ repurchase intention are essential in the restaurants’ successful operation. Thus, this measured the service quality of a local restaurant in a highly urbanized city in Central Philippines in responsive/assurance, empathy/equity, reliability, and tangibility relative to the types of services. Likewise, it determined their repurchase intention in customer satisfaction, customer trust, commitment, and perceived value. Using the descriptive design, this was responded by conveniently sampled 157 customers aged 18 years old and above who had actual dining experience in the restaurant from August to October 2023. It employed the adopted service quality instrument and validated and reliability-tested repurchase intention questionnaire. The data were analyzed using mean and standard deviation. Also, this adhered to the Philippine Health Research Ethics Board (PHREB) guidelines. Generally, most were dine-in customers. They rated the quality of service higher than buffet and catering customers. Moreover, empathy, reliability, and tangibility were very high across customer types. Meanwhile, high customer satisfaction and repurchase intentions were evident among dine-in customers. With this, their exceptional dine-in experience highlights the importance of maintaining high standards in the restaurant’s service quality. Hence, consistent service quality and customer-centric approaches are crucially recommended in enhancing customer satisfaction, loyalty, and repurchase intentions across all service types.

Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://techniumscience.com/index.php/socialsciences/article/view/11545 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:tec:journl:ojs:11545

DOI: 10.47577/tssj.v60i1.11545

Access Statistics for this article

Technium Social Sciences Journal is currently edited by Tasente Tanase

More articles in Technium Social Sciences Journal from Technium Science
Bibliographic data for series maintained by Tasente Tanase ( this e-mail address is bad, please contact ).