• Tagalog, Josie Amor L.
• Alcuizar, Dindo L.

This research explored how service quality and the physical environment influence customer satisfaction in casual dining restaurants across Tagum City, utilizing responses from 384 participants. The primary objective was to assess how various service quality dimensions and physical environment factors contribute to customer satisfaction. Employing a quantitative, non-experimental approach with a descriptive-correlational design, the study collected data through surveys and conducted analyses using mean scores, Pearson correlation, and multiple regression techniques. Findings indicated that perceptions of service quality, the physical environment, and overall customer satisfaction were rated very high. There were statistically significant positive correlations between service quality and customer satisfaction, as well as between physical environment and customer satisfaction. Empathy emerged as the most influential predictor among the service quality dimensions, while responsiveness was non-significant. Regarding the physical environment, the presence and demeanor of service staff had the most significant impact, whereas elements like facility aesthetics and table settings showed no meaningful effect. These insights underscore the vital role of staff behavior and personalized service in fostering customer satisfaction. The study offers actionable recommendations for restaurant managers and owners in Tagum City, aiming to enhance service delivery and customer satisfaction.

Customer Satisfaction; Physical Environment; Service Quality; Hospitality Management; Tagum City, Philippines

"Service Quality and Physical Environment as Predictors of Customer Satisfaction in the Casual Dining Restaurants in Tagum City", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 5, page no.k572-k578, May-2025, Available :http://www.jetir.org/papers/JETIR2505B51.pdf

"Service Quality and Physical Environment as Predictors of Customer Satisfaction in the Casual Dining Restaurants in Tagum City", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 5, page no. ppk572-k578, May-2025, Available at : http://www.jetir.org/papers/JETIR2505B51.pdf