The study aimed to determine the relationship between the customers' satisfaction and customer loyalty of selected casual dining restaurants in Solano, Nueva Vizcaya.
A survey questionnaire based from the study of Mubayed et.al (2016) regarding the relationship of the selected dimensions of customer satisfaction and its relationship with customer loyalty was used as the primary data gathering tool for the study. The data were analyzed using descriptive (frequency, percentages, means) statistics and Pearson Product-Moment Correlation (PPMC) in determining the significant relationship (non-direct) between customer satisfaction and customer loyalty.
The study was undertaken in three selected casual dining restaurants in Solano, Nueva Vizcaya. The casual dining restaurants were chosen in the study because they can accommodate a seating capacity of at least 30 guests and has existed for at least three years. There were three hundred fifty seven randomly selected customers who served as respondents for the study. Data were gathered from March 1-15, 2019.
Result of the study showed that overall the customers of the selected casual dining restaurants were satisfied with the mean of 4.10. In terms of the loyalty of customers the results showed that they had a high degree of loyalty that was shown by the strong preference and attitude towards them over their competitors brands, but did not exhibit high repeat patronage if in case customers opted to change a new dining or menu preference. The correlation matrix shows a highly significant relationship between customer satisfaction and customer loyalty (.753**), which simply meant that the more satisfied a guest who dined in the said casual dining restaurant the more he or she would be loyal to the said casual dining restaurants.

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

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