Abstract
The most crucial role of restaurant enterprises is how a potential consumer perceives the meaning of service quality, i.e. the customer's personality in the spotlight when we consider the concept of 'quality'.Service is an intangible activity that is aimed at meeting the needs of a particular client.When assessing the quality of services, the customer compares what he/she received with what he/she would like to receive.Management needs to decide on how to effectively achieve better business results in order to survive in an extremely competitive market.Theory based information regarding service quality management has undergone several for management models and theories such as loss of concentration, which which in turn affects the quality of services based on management decisions the result.The management ś perception of service quality had the greatest impact on all decisions and this study focused on that.The objective of this study was to identify customers' perceptions of service quality in the restaurant industry and find ways to improve them.A qualitative research method was used and data was collected using in-depth questionnaires with both customers and employees.