The Influence of Service Quality and Customer Expectations on Customer Satisfaction in Food Services

Abstract

This study explores the relationship between service quality and customer satisfaction, emphasizing the gap between customers’ expectations and perceptions. Using the SERVQUAL model, key dimensions such as reliability, responsiveness, and assurance were analyzed. Findings indicate a consistent shortfall in perceived service quality, especially in responsiveness. These gaps significantly affect overall customer satisfaction. Addressing them is crucial for improving service delivery and customer loyalty