Authors : Dr. Vanusa Patrícia Bruno de Morais Freitas; Inês Afonso Majone Kamuendo Nacohi

Volume/Issue : Volume 11 - 2026, Issue 5 - May

Google Scholar : https://tinyurl.com/mtarn3c6

Scribd : https://tinyurl.com/56v8mk8b

DOI : https://doi.org/10.38124/ijisrt/26May042

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : The study was conducted at Restaurante Piscina-Ferroviário (a restaurant located in Nampula, Mozambique) in 2024. A mixed-methods approach was adopted, combining quantitative and qualitative techniques, including questionnaires administered to customers and interviews conducted with employees. The findings reveal that service quality dimensions such as cordiality, responsiveness, and service efficiency significantly influence customer satisfaction and intention to return. Additionally, challenges related to waiting time and lacks of service standardization were identified, which may affect service consistency. The study concludes that continuous improvement in service quality, combined with staff training and process organization, is a strategic factor for strengthening customer loyalty and ensuring the economic and social sustainability of organizations in the restaurant sector.

Keywords : Service Quality; Customer Satisfaction; Customer Loyalty; Restaurant Sector; Sustainability.

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