This study is an assessment of service quality of three Department of Tourism (DOT) accredited semi-fine dining restaurants in Nueva Vizcaya (Solano, Bayombong and Sta. Fe) using the DINESERV model of service quality for food service establishments. The study was conducted on October, 2017.
A total of 291 respondents served as the respondents for the study. A survey questionnaire was used to gather respondents' demographic data and a 7-Point Likert Scale was used to measure and evaluate the expected and perceived service quality of the semi-fine dining restaurant. Paired sample t-test was used to determine the significant differences between perceived and expected service quality of the three selected semi-fine dining restaurants. While Analysis of Variance (ANOVA) was used to determine the significant differences among the three selected semi-fine dining restaurants in terms of respondents perceived service quality. Statistical Package for the Social Science (SPSS) software was used to analyze and to perform statistical test on the data.
The results for the test of difference of the service quality of semi-fine dining restaurant A indicates that there is statistically significant variations in the mean rating of nine (9) Dimensions while the dimensions product quality, ambient conditions, facility aesthetics and premises, and table settings have no significant difference on the perceptions of the respondents after they experienced the service of the restaurant. Semi-fine dining restaurant B has significant differences of all DINESERV Dimensions on the expected and perceived service quality of the restaurant. Furthermore, result of the test of difference for semi-fine dining restaurant C also yielded significant differences with all the DINESERV dimensions. The result of the paired t-test denotes that respondent's expectation was higher than the respondent's perception in the three semi fine dining restaurants or which means that respondents' expectations of the service provided were not met.
The analysis of variance (ANOVA) shows that the tabular F-value was greater than the computed F-value on the respondents' perceived service quality. This implies that the perceived service quality of the three semi-fine dining restaurants were the same with each other.
To conclude, the findings of this study can be helpful for semi-fine ding restaurant managers who aim to improve and retain the service quality they provide to their customers.

Research paper (Bachelor of Science in Hotel and Restaurant Management)

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