Abstract:
Service quality is important to the service supplying organizations including the restaurants. The
restaurateurs should consider more about quality of their services. Then, they can compete with their
competitors successfully. The service quality is the key ingredient for every customer. That kind of
importance for service quality should be given by the restaurateurs. Customer is the key person who
describes the quality. Restaurateurs should give their services according to the customers’
requirements. If customers get quality services from the restaurants, they will come to those
restaurants to get their services again and again. It will help to restaurateurs to improve their
customer base and they can improve their position in the market. The main objective of this study is
to identify the relationship and impact of service quality with customer satisfaction of the Restaurant
industry in Vavuniya Divisional Secretariat. The five dimensions in SERVQUAL model identified
by Parasuraman et al., was used as independent variables - Tangibility, reliability, responsiveness,
assurance and empathy- and Customer satisfaction is considered as the dependent variable in this
study. 100 customers are randomly selected from the 05 restaurants in Vavuniya Divisional
Secretariat and the data were collected from the selected customers in the restaurants. The data were
entered in SPSS 20 package. The correlation and regression analysis were used in the present study.
The finding of the present study indicated that the service quality and customer satisfaction
