Customer Satisfaction on Reservation System of Selected Buffet Restaurants in Mandaue City

ABSTRACT Background or Purpose: Reservation systems are an important customer-service touchpoint in restaurants because convenience, accessibility, communication, and responsiveness can shape the reservation and dining experience. This study assessed customer satisfaction with reservation systems in selected buffet restaurants in Mandaue City, Cebu. Methods: A quantitative descriptive-correlational design was used. A researcher-designed and adapted, expert-validated questionnaire was administered to 100 customers who had used the selected restaurants’ reservation systems. Convenience sampling was employed. Responses were measured using a four-point Likert scale and analyzed using frequency, percentage, weighted mean, ranking, and chi-square tests. Results: Customers were highly satisfied overall (M = 3.51). Service received the highest rating (M = 3.56), followed by Dining Experience (M = 3.53), Convenience (M = 3.51), Responsiveness (M = 3.50), and Reservation System Accessibility (M = 3.46). The most frequently reported challenge was difficulty in booking a reservation (f = 23), followed by poor communication with staff (f = 19) and limited availability of preferred time slots (f = 18). No significant relationship was found between satisfaction and age, gender, or civil status (p > .05). Conclusion: The findings indicate high customer satisfaction across the measured dimensions, while booking difficulty, communication, and time-slot availability remain areas for operational improvement. Keywords: Customer satisfaction; reservation system; buffet restaurants; service quality; hospitality; Mandaue City