Customer Experience on Quality Services of Selected Casual Dining Restaurants in Laguna

The occurrence of COVID-19 pandemic has triggered a dramatic transition of customers’ roles as much as casual dining restaurant experiences through a variety of service production and delivery processes. This paper distinguished the customer experience on quality services of selected casual dining restaurants. Correspondingly, verify the psychographic profile, observation on service quality dimensions. in management perspective and customer experience in restaurants during the pandemic. Conclusively, this aimed to determine the significant relationship between psychographic profile with service quality dimensions and customer experience. The researchers utilized a descriptive research design with a sample. of 134 customers from 5 casual dining restaurants in selected cities of Laguna, Philippines. Furthermore, findings indicate that service, qualities of purchase, reasonable cost, convenient location, hygiene and cleanliness and restaurant ambiance positively affect the customer experience. Significant relationships were also found within service quality dimensions and customer experience. Improving the safety standard of the restaurants have a direct impact on exceeding the customers’ expectations during the pandemic. Guided by the SERVQUAL model, it reconciles with the researchers’ interest on accomplishing a study that would serve as a guide for casual dining restaurants in Laguna towards an efficient service quality amidst the new normal.

Keywords: Casual dining restaurant, customer experience, pandemic