International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 7, Issue 2, pp: (1145-1157), Month: October 2019 - March 2020, Available at: www.researchpublish.com
Service Quality of Selected Heritage Themed Restaurants in Tagaytay City 1
Bautista, Ronel Calvin, 2Diaz, Elaine Joy, Mr. Deogracias E. Esplanada 1,2
Proponents, 3Adviser
DE LA SALLE UNIVERSITY – DASMARINAS College of Tourism and Hospitality Management Tourism Management Department
Abstract: The research explores the service quality of the heritage themed restaurant in the city of Tagaytay. The study is quantitative in nature and had four restaurants selected to take part in the study which is the Antonio’s, Balay Dako, Josephine’s Restaurant and Pamana. There are 400 respondents in the study which are the guest of the restaurant (100 each) in which the researchers provided survey questionnaire. The result of the study shows that the customers of the heritage restaurants in the city of Tagaytay age 19 to 29, female with an educational attainment of college and had a monthly income range of 20001 to 30000 with a source of income as an employee and agrees with the service quality aspect such as human capital, property and technology while strongly agrees on working condition. There is a significant difference between gender and human capital. Keywords: Service Quality, Restaurant, Heritage, Customers.
1. INTRODUCTION Restaurants are known to be as the meeting places where the social life among the Filipinos are actually one of the main themes in going in a certain place which can be a memorable one such as meetings, dates, weddings, reunions and the like. On the other-hand, more restaurants are inclined with the different theme such as either traditional, modern and even contemporary. Along with these are the heritage restaurants which it may describe with the factors not only ambiance but its food (Ramli et al., 2016). The said heritage restaurants are one of the inclinations of this study which will be needed to dissect- despite of the costly price then the satisfaction level of the customers must be measured. There are several concerns of the service quality being offered among the heritage restaurants establishments. Considering those factors such as the following- a.) ambiance (far from the populated areas and silence), b.) the services which bring great dining experiences, c.) the food which they have to share with their love ones, d.) the panoramic and scenic view in and out of the restaurant and very important is the e.) affordable prices and more foods to choose from. The Fine Dine Restaurants in the Philippines are one of the tourist attractions not only in busy Metropolitan Manila but in other nearby provinces like Tagaytay. Tagaytay is known to be as one of the scenic tourist spots because of its ambiance and the cool climate. With that kind of place then Fine Dine restaurants are scattered in every corners of the city. In this study then it will evaluate the quality management among the fine dine heritage restaurants- a.) Pamana Restaurant, b.) Balay Dako, c.) Antonios and the d.) Josephine Restaurant. Those restaurants selected has the “heritage” ambiance as well as thematic based on the Filipino culture and delicacies. Based on the studies then heritage restaurants are needed to be evaluated the service quality since it is associated with their over-all management (Keshavarz, 2016). According to their study that almost 450 loyal customers surveyed and the results overwhelmingly that most of them are loyal customers which avail the services of the restaurant regardless of ther products but their service quality. Heritage Restaurants are series of restaurants in Tagaytay City known as one of the “tourist spot” in southern part of Luzon (Cavite). These restaurants consist of Filipiniana culture theme with native delicacies as well as the ambiance of the place as well as the dining experiences which can be remarkable among its clients.
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