The Influence of Service Quality on Customer Engagement in Kaputian Beach Park

Abstract

This study aimed to determine the significant relationship between service quality and customer engagement in Kaputian Beach Park. Convenience sampling, which included 70 customers, was used. Through non-experimental quantitative descriptive-correlational research technique, validated questionnaire, Mean, Pearson-Product Moment Correlation Coefficient (Pearson-r) and Multiple Linear Regression; results showed that the level of service quality was high or oftentimes manifested. It was also found that the level of customer engagement was high or oftentimes manifested. There was a significant relationship between service quality and customer engagement. This implies that customers are more likely to engage with the business when the service quality is high. This could mean more frequent interactions, longer sessions, higher satisfaction rates, increased loyalty, and more purchases. Accordingly, empathy best influences customer engagement. It was recommended that the beach resort management may continue to prioritize and enhance the quality of service, with a particular focus on demonstrating empathy. This could involve training staff to understand better and anticipate customer needs, personalizing services where possible, and creating an environment where customers feel valued and understood.