Abstract: Due to the Covid-19 pandemic, health and safety protocols were imposed by the Inter-Agency Task Force (IATF) to the food service industry as they reopen their business to the public again under the New Normal. In line with these changes, this study aimed to assess the impacts of the implementation of these health protocols to service quality. Also, the study sought to find the relationship between the demographic profile of the respondents and their assessment of the impacts of the health protocols to service quality in the three selected fast food restaurants in Dasmarinas City, Cavite. The researchers used the descriptive-quantitative research method and applied simple random sampling to collect data through a survey questionnaire from 150 customers of the selected restaurants via online using the Google form. The data was treated and analyzed using descriptive statistical tools and the Chi-Square was employed to see if there was a significant relationship between the respondents' demographic profile and their assessment of the impacts of the health protocols to service quality. The findings of the study showed that upon the implementation of the health protocols in the restaurants, there is high impact to service quality in terms of reliability, tangibility, and responsiveness while there is moderate impact in terms of assurance and empathy. Furthermore, when the respondents are grouped in terms of age, gender, civil status, educational attainment, employment status, income level, and frequency of visit, the results showed that each of this variable has no significant relationship with their assessment of the impacts of health protocols’ implementation to service quality. Hence, the null hypothesis of no significant relationship was accepted. Lastly, the researchers made several recommendations to the selected restaurants for them to be able to improve service quality in adherence to the health protocols imposed by the IATF.
Keywords: Health Protocols, Service Quality, Fast Food Restaurants, New Normal, Service Dimensions, SERVQUAL.
Title: Impacts of the Health Protocols’ Implementation to Service Quality among Selected Fast Food Restaurants in Dasmariñas City, Cavite in the New Normal
Author: Marlene G. Lopez, Cyra L. De La Torre, Mrs. Anna-Liza A. Tibayan
International Journal of Thesis Projects and Dissertations (IJTPD)
Vol. 10, Issue 3, July 2022 - September 2022
Page No: 1-18
Research Publish Journals
Website: www.researchpublish.com
Published date: 13-July-2022
