Title: Behind The Service Counter: Factors Influencing Service Quality And Customer Experience In Hospitality Operations
Authors: April Jade C. Davis, Vince Richard Q. Gomez
Volume: 10
Issue: 6
Pages: 56-62
Publication Date: 2026/06/28
Abstract:
In the competitive hospitality industry, quality service and positive customer experiences are essential for business sustainability and customer loyalty. This study explored the key factors that influence service quality and customer experience in hospitality operations, focusing on employee mindset, customer engagement, complaint handling, teamwork, service barriers, and service environment. A qualitative research approach using semi-structured interviews with hospitality staff and managers was conducted. Thematic analysis revealed six major themes: Service Mindset, Customer Needs, Complaint Handling, Team Support, Service Barriers, and Service Setup. Findings show that employees' professionalism, ability to anticipate customer needs, effective teamwork, and a well-designed service environment positively impact customer satisfaction, while time pressure, policy restrictions, and negative feedback act as barriers. Recommendations include structured training, feedback systems, clear service standards, supportive management practices, and improvements in the physical and technological service environment to sustain high service quality and enhance customer experiences.