Guests’ Satisfaction Level in the Implementation of COVID-19 Safety Measures in Restaurants: A Servqual Model Approach

In times of pandemic, choosing the right restaurant is important as the guests tend to consider the implemented safety measures, security, and quality. This study determined the significant relationship of the guests’ psychographic characteristics to their evaluation and satisfaction towards pandemic safety measures in accordance with SERVQUAL criteria. Descriptive method was used in thisstudy to determine guests’ responses towards experienced services. With the use of a self-made questionnaire given out, 134 responses were gathered from the respondents. Chi square was used to correlate the psychographic characteristics and the respondents’ satisfaction. The results show that guests’ lifestyle is not their basis for their evaluation but rather values play an important role in their evaluation. Also, pandemic safety measures in accordance with SERVQUAL criteria have been implemented effectively to help reduce the transmission of the deadly corona virus. On the other hand, empathy is lacking from the employees and strict implementation of personal protective equipment seems to have been somehow disregarded as well. Due to these results, an enhancement program in the service quality in terms of strict implementation of PPE, empathy towards the customers as well as the adjustment towards the guests’lifestyle is recommended to improve the service quality. This study can help ensure the guests’ safety to face the new normal.

Keywords – pandemic safety measures, restaurant industry, SERVQUAL