Evaluating the relationship between service quality and employee satisfaction of restaurant chains in Manila City

Abstract

Existing literature was pointing out that high rate of employee satisfaction is the key to providing excellent service quality. This study was established as a response to the limiting research in the exploration of the difference amid the ratings of employee satisfaction and service quality between the two types of restaurant chains, international and domestic restaurant chain in the Philippine setting.

The study was conducted in Manila City assessing restaurant chains that provide table service. Ten restaurants participated. These are similar restaurant types with same seating capacity. The findings of this study proved the following; There is a significant relationship between employee satisfaction and service quality; there is a significant relationship between the employee satisfaction and restaurant chain type and There is a significant relationship between service quality and restaurant chain type. It also revealed that the international restaurant chain has much higher employee satisfaction and service quality rate over domestic restaurant chain.

Keywords: Service Quality, Employee Satisfaction, International Restaurant Chain, Domestic Restaurant Chain