Influence of service quality to customer satisfaction among catering services in Tagum City

Abstract

Customer Satisfaction among services is important to help the business run smoothly without encountering a lot of problems and difficulty to improve the business profit and maintain its productivity. This study was conducted to determine the Influence of Service Quality to Customer Satisfaction among Catering Services in Tagum City. Moreover, to determine the significant relationship between Service Quality and Customer Satisfaction among Catering Services in Tagum City and to measure the level of Service Quality in terms of: Tangibles, Reliability, Responsiveness, Assurance and Empathy. As well as to, assess the Level of Customer Satisfaction in terms of: Subjective Factors and Objective Factors. The total numbers of respondents involved in the online survey were 150 customers of Catering Services in Tagum City. This research uses a quantitative, non-experimental research design utilizing correlation technique. Mean, Pearson ® and multiple regression analysis was used as statistical tools for the data analysis. The results showed that there is a significant relationship between Service Quality and Customer Satisfaction. Lastly, the domains in Service Quality which are the Empathy, Assurance and Responsiveness significantly influence Customer Satisfaction.