Importance of staff service quality at uzbek national restaurants in Uzbekistan

Abstract

This study explores the impact of staff service quality on customer satisfaction and loyalty in Uzbek national
restaurants. The research focuses on key service quality dimensions, including staff responsiveness, communication
efficiency, professionalism, and problem-solving ability, using a quantitative approach. Data were collected through
structured questionnaires administered to 300 customers across five prominent Uzbek national restaurants in Tashkent,
Samarkand, and Bukhara. The results indicate that professionalism and communication efficiency were the strongest
predictors of customer satisfaction and loyalty. Professionalism had the greatest impact on customer satisfaction,
while communication efficiency was critical for fostering customer loyalty. The findings suggest that improving staff
training in professionalism and communication, particularly in handling international tourists, can significantly enhance
customer experiences. The study concludes with recommendations for restaurant managers to invest in continuous staff
development to maintain high service standards and improve customer retention.