Abstract

For hospitality establishments like the House of Lechon to remain profitable and draw in new clients, maintaining high standards of service quality is essential. Despite this, satisfying and surpassing client expectations is a constant struggle given the dynamic nature of consumer preferences. To evaluate customer satisfaction at the House of Lechon, this study draws on previous research on service quality and examines customers' expectations and experiences in several areas, including responsiveness, tangibility, reliability, assurance, and empathy. This study, which involved a purposive sample of 100 participants, used a descriptive-quantitative technique to identify areas for improvement and suggest strategic actions to improve service quality and close the gap between customer experiences and expectations. The results emphasize how crucial it is to give service quality factors top priority to increase client happiness and loyalty in the cutthroat hotel sector.