This study was conducted to determine the expected and perceived quality service in selected casual dining restaurants in Solano, Nueva Vizcaya. It aimed to gather information from the customers through questionnaire with the use of DINESERV dimensions. Data gathered were subjected to Paired-sample test to determine if there was a significant difference among the three selected casual dining restaurants in terms of expected and perceived service quality. It also used F-test to determine if there is a significant difference among the three establishments in terms of overall customer satisfaction.
There was no significant gap between expected and perceived service quality in terms of tangibles, reliability, responsiveness, assurance, empathy, price and satisfaction. This means that the service quality expectations were met, as perceived by their customers. The results show that in Company B and Company C highly exceeded their expectations except Company C for price were the expectation were not met.
In terms of overall customer satisfaction Company B excelled the service of Company A and Company C. on the other overall customer satisfaction criteria namely customer satisfaction, customer perceived value, corporate image and customer loyalty. This result indicates that the respondents had the same degree or level of satisfaction in casual dining restaurants. They agreed that the three casual dining restaurants have

Thesis (Bachelor of Science in Hotel and Restaurant Management)

Includes appendices and bibliographical references