The Use of information technology in service quality and customer satisfaction among forty selected restaurants in Ayala Triangle Gardens, Greenbelt 2 and Greenbelt 3

• Main Authors: Mendoza, Tracey, Santias, Whel Frank, Serapio, Jose Maria Chardin, Sy, Jeremy Joel
• Format: text
• Language: English
• Published: Animo Repository 2012
• Subjects: Consumer satisfaction > Philippines; Restaurant management > Philippines; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/10492
• Institution: De La Salle University

The restaurant industry is one of the most rapidly growing industries in the Philippines. One of the main factors for the success of such industry is the satisfaction that the restaurants give to their customers from dining. According to the model of Wang and Shieh (2005), customer satisfaction is directly affected by service quality and as having technology in restaurants is now becoming a trend, the researchers have decided to study on how technology affects the service quality and customer satisfaction of restaurants. The objectives of this study is to determine the relationship of service quality enhanced by technology to customer satisfaction that specifically aims: to determine the most commonly used technology in restaurants that enhance service quality in restaurants, to measure service quality in restaurants, and to measure customer satisfaction. The frameworks of Wang and Shieh (2005) and Qin and Prybutok (2008) were utilized as bases for the conceptual framework of the study. This study had also formulated two hypotheses. The first was that the use of technology is related to service quality and the second was, customer satisfaction in restaurants which use technology to improve their service quality has no difference in restaurants not using one. In the first hypothesis, the biserial correlation had been used to determine the correlation between having a particular technology on service quality. On the other hand, a two-tailed t-test was used to test whether differences in customer satisfaction exist between those using technology and those who not. The research design of the study was correlational and descriptive. It made use of two different sets of survey questionnaire for the correspondents which were restaurant managers and customers of various restaurants in Ayala Triangle Gardens, Greenbelt 2, and Greenbelt 3. The researchers did a judgment sampling for the restaurant managers where 40 out of 65 restaurants were chosen to participate in th study, while quota sampling was done for the customers where a total of 200 customers of the participating restaurants were surveyed. The results gathered for the first hypothesis was that the relationship between having a particular technology is positive, but relatively weak. This meant that though having a particular technology could help in improving service quality in the restaurants involved, it would result to a very minimal effect. Therefore the researchers concluded that technology is not main driver of customer satisfaction in restaurants, and it could be more of human-based rather than technology-based, where other factor aside from technology contributes to customer satisfaction. As for the result of the second hypothesis, the researchers accepted the hypothesis since most of the technologies (i.e. table management system, production support system and enterprise resource system) studied obtained a p-value of greater support system and enterprise resource system) studied obtained a p-value of greater than 0.05, implying that technology is not order entry system was found to increase customer satisfaction in the restaurants. This basically meant that the speed and accuracy in taking orders from customers really and boost customer satisfaction in restaurants (Baron, n.d.). Therefore the researchers concluded that technology is still not the main driver of service quality and customer satisfaction in restaurants nowadays and there are still other factors that restaurants must look into such as price, food, service, and other factors to improve customer satisfaction and service quality.