SERVICES OF FOOD ESTABLISHMENTS IN BISLIG, SURIGAO DEL SUR

The study assessed the service quality of selected food establishments in Bislig City, Surigao del Sur, with the aim of developing an action plan to enhance customer satisfaction. Specifically, it examined the respondents’ demographic profile and their ratings of service quality across the dining area, kitchen/production area, beverage area, cashiering, security, and reception services. Using a descriptive-correlational research design, the study surveyed 100 customers from four selected establishments during the school year 2024-2025. Data were collected using a validated, adapted questionnaire anchored on the SERVQUAL dimensions. The results showed that the overall quality of service was high, with the kitchen, drinks, cashiering, and reception areas doing well. However, the dining area was assessed as moderate, while the security area received a low rating, indicating a need for improvement. Chi-square analysis indicated that age had a slight but significant relationship with perceptions of security services, civil status was significantly associated with perceptions of cashiering, and educational attainment demonstrated moderate relationships with both beverage and cashiering services. Most demographic variables, however, did not significantly influence customer perceptions of service quality. Based on these findings, the study recommends improving security measures, enhancing dining ambiance, expanding menu and beverage options, and strengthening continuous staff training to better meet customer expectations. The results offer vital details for food establishments seeking to elevate service performance and sustain customer satisfaction in Bislig City.