Customer satisfaction basis for sustainable traditional authentic ethnic restaurants in Ilocos Sur

Service quality and guests’ behavioral intentions among resorts in Batangas province

“…This is in line with the findings of Go et al (2022), who found that respondents ranked empathy as the lowest of all five dimensions, asserted that this should be an excellent opportunity to make personal and meaningful connections with customers and demonstrate that they care not only about providing the service but also about better understanding and knowing them as individuals. The result also coincides with the findings of Sanchez (2021), who highlighted that restaurants could solve problems, improve quality, and increase customer loyalty if they pay attention to the customers' preferences and requirements. Hence, restaurant employees must make proactive efforts to increase customer perception of service quality in order for them to have positive behavioral intentions such as the intention to return and repurchase the same products and services.…”

“…This is in line with the findings of Go et.al (2021), that the respondents with college level and post-graduate degrees have a higher level of the overall perception of service quality in terms of the factors stated than respondents with high school level, Senior Highschool, and vocational program of education. This conclusion is also supported by Sanchez's (2021) assertion that different customers come and go and have varying educational backgrounds. Thus, once a customer enters the restaurant, satisfaction in terms of service quality and food quality must be met regardless of their educational attainment.…”

“…In addition, this finding is consistent with the study findings of Yebron et al (2022) and Go et al (2022) where tangibility was the highest assessed dimension which signifies that guests are more concerned with the objects that can be seen and touched. Similarly, the most important criterion for an authentic restaurant is an excellent physical facility, which includes the restaurant's location, temperature, interior designs, and overall ambiance of its environment (Sanchez, 2021). Tangibles together with reliability are found to be the dimensions of service quality in satellite pay TV settings where customer service exerts the strongest effect thereby encouraging positive influence on the three types of behavioral intentions such as repurchase intention, positive recommendation, and willingness to pay more (Dawi et al, 2018).…”