Service Quality and Customer Satisfaction with Special Reference to Restaurants

In the food service industry, both the quality of products and the standard of service are vital in determining customer perceptions and satisfaction levels. This study aims to explore the major factors that affect service quality in Indian restaurants and examine their influence on customer satisfaction (Berezina, 2010, International Journal of Contemporary Hospitality Management, 24[7], 99–1010). The study seeks to assess service quality and customer satisfaction levels through the application of factor analysis, correlation and regression techniques. Data were collected from 630 randomly selected customers, and the analysis was conducted using IBM SPSS Statistics 24 and AMOS (Adriatico, Razalan, Pagbilao, Afalla, & Dela Cruz, 2022, Academic Journal of Interdisciplinary Studies, 11[3], 30). The key service quality dimensions were classified into four categories: Process-related (take-away order system, order tracking, food preparation time), people-related (customer focus, peer influence, special attention to customer needs), physical environment (walking space, restaurant design, directional signage) and performance-related (food temperature, presentation, portion size) (Abdul Razak, Mohd Aminuddin, & Ghazali, 2019, Progressing Beyond and Better: Leading Businesses for a Sustainable Future, European Publisher). Weighted means were employed to describe service quality and customer satisfaction, while multiple regression analysis was used to determine the predictors of satisfaction. A structured model was then developed to offer a framework for enhancing service quality in the restaurant sector. Focusing on these critical dimensions enables businesses to improve customer satisfaction, foster loyalty and achieve sustained success.