Chapter I

The Problem and Its Background

Introduction
Customer Satisfaction has been a favourite topic of both academicians and
researchers because of its importance and great impact on business profitability.
According to Zairi (2000), Customers are the purpose of what we do and rather than
them depending on us, we very much depend on them. The customer is not the source of
a problem, we shouldnt perhaps make a wish that customers should go away because
our future and our security will be put in jeopardy. That is the reason why Businesses
are now keen on customer satisfaction, and that includes the Restaurant Businesses.
There are so many Restaurant businesses that we can find in Manila. Some are in
the form of Bahay Kubo others are in the high end hotels and malls. These restaurants
are in a very varied forms and offer varied services, but all are serving food. Many have
embraced going into Fast Food Restaurants due to the fast pace way of life of people,
such as Jollibee and McDonalds, but still many believe in Fine Dining Restaurants. The
more players in one scope of business, the more the competition there is between the
companies. Because of that, Restaurant managers should continually think of ways to
gain their customers loyalty, thus make them continually buy the companys product.
Kotler et al (2000) defined satisfaction as: a persons feeling of pleasure or
disappointment resulting from comparing a products perceived performance (or
outcome) in relation to his or her expectation. Thus, the task of the restaurant and their
management is to satisfy customers with their product.

Customer satisfaction is generally affected by manner how employees deal with

the customers taking into consideration their effectiveness and efficiency (service), how
product/service quality and its value live up to its advertized descriptions, and of course
by how much the customers are willing to pay for that specific product/service
(competitive pricing).
Customers now are well informed and typically demands perfect services.
Commonly, customers visit restaurants to eat. But, aside from that, customer goes out for
entertainment, thus they look for restaurants that gives pleasure environment.
Currently, Restaurant Businesses employs different kinds of competitive measures
to attract customers. This includes granting parking space to customers, designing their
location to be accessible to customers, showing certifications from known organizations
for its food and service quality, playing music of good quality, giving promotional
discounts, and giving birthday incentives. There is also an observed movement in many
restaurants in their gradual return to farms, placing greater emphasis on local goods
because people are now becoming health conscious.
In light of some aspects mentioned above, the researchers, having experienced to
be customers themselves, embarked on this study to learn on how the management or the
owner of the restaurants addresses the feedback most especially complaints from their
customers.

The researchers also want to know the steps and procedures that the

management does to satisfy the expectation of the customers on their services.

Theoretical Framework
Customer satisfaction, according to Kotler (2004), is the level of someone feeling
to the services satisfaction after comparing the actual experience (output) against the
expectation. The level of satisfaction is a function of differences between
2

product/services quality feel and the expectation. The achievement of customer

satisfaction leads to company loyalty and product repurchase.
There is a direct relationship to managements effort in providing quality
product/service to customers and customer satisfaction. As the management work hard
for quality, customer satisfaction improves, but as they lax and becomes careless,
customer satisfaction declines. In designing and offering products/services managers
should consider the expectations and demands of customers. Then, management must be
truthful in advertising products/services in order not to disappoint customers.
Customers needs and wants varies from time to time, thus management should
always consider viewing customers feedback forms for possible improvement.
Regarding customer complaints, customers may not be always right but customers are the
reason why the company stay on the business so management must act on their
complaints. And this is how Customer Satisfaction is achieved and/or improved.
Conceptual Framework

Restaurant Management

Product/Service Quality
Place/Location of the
Restaurant
Statement
of the
Safety
andProblem
Sanitation

Resolve Customer
Problems and
Complaints effectively
Constantly improve
Product/Service

What are the specific problems that emerge in relation to Establishment Setting,
Staff Management Service, Quality of Food, and Safety and Sanitation, in consideration

Customer Satisfaction

to the customer satisfaction with restaurants?

Perceived Quality
3

Significance of the Study

Customers. This study may give them insights on how should they be served by
the management for the price that they paid. Additionally, it aims to learn their views on
the various areas restaurants. Lastly, it gives them voice to relay the problems
encountered in these restaurants.
Management of the Restaurant. This study may give them a better understanding
of the perceptions of the customers about the factors that they need to do, not to do, and
continuously do to gain customer satisfaction, thus their loyalty.
Scope and De-Limitation
This study focuses only on the customer satisfaction brought about by
establishment setting, staff management service, quality of food and safety and sanitation
in general. It does not include satisfaction brought about by other factors like product
pricing. It does not also tackle the issue on why the customers frequent the restaurants,
like for business transactions venue and for other various purposes.
This study focuses only on restaurants within the vicinity of Sta. Mesa. The
results are also not generalized as the sampled area may have different requirements from
restaurant.

Definition of Terms

Customer Satisfaction - a persons feeling of pleasure or disappointment

resulting from comparing a products perceived performance (or
outcome) in relation to his or her expectation.
Perception - is the process through which human beings select, organize, and
interpret stimuli into a meaningful picture of the world. It has strategy
implications for marketers because customers make decisions based
upon what they perceive, rather than on the basis of objective reality
(Schiffman & Kanuk, 1983).
Management - is an art of knowing what is to be done and seeing that it is done
the best possible manner as defined by F.W Taylor. Restaurant
managers ensure that restaurants operate efficiently and profitably
while maintaining their reputation and ethos. They must coordinate a
variety of activities, whatever the size or type of the outlet. Managers
are responsible for the business performance of their restaurant, as
well as maintaining high standards of food, service, health and safety.
Restaurants - are a place where food is served to customers in return for their
money. Meals are generally served and eaten in the vicinity but it may
be taken out or delivered. Restaurants changes dynamically, changing
in response to the demand of men. Modern restaurants are now
dedicated to serving of food, where specific dishes are ordered by the
guests and are prepared to their request.
Chapter II
5

Review of Related Literature

Foreign and Local Literature
The purpose of this chapter is to review related theories and existing studies
which are necessary for an examination of consumer expectations and satisfaction with
restaurants in entirely. This chapter will include a discussion of the food service industry,
followed by a section on Philippines Restaurants venture. In addition, it will discuss
factors that relates to consumer behaviour and consumer satisfaction.
The food service industry, according to Payne-Palacio et al (1994), is in its
broadest sense to mean all establishments where food is regularly served away from
home. Such establishments include formal restaurants, hotels or motels, coffee shops,
family restaurants, specialty and ethnic restaurants, and fast-food outlets.
As society continues to globalize, restaurants are becoming an essential part of
daily life. People employed in the food industry in the United States are three times the
number of those employed in both steel manufacturing and automobile (Payne-Palacio et
al 1994). Additionally, food service industry produces more than 4% of the gross
domestic.
In the Philippines, most restaurants are under the sole proprietorship type of
business. Most of these restaurant businesses are owned by Filipinos, only a few were
owned by Americans and Chinese. Restaurant Staff are dominated by male, and
predominantly high school graduate. Fast food restaurants was embraced by Filipinos
such as hamburger chains and those that specialize in chicken, seafood, roast beef
sandwiches, Mexican food, Chinese food, pizza, spaghetti and dozens more.
Food service is not a factory manufacturing meals but it is custom retailers
(Muller, 1999). It is important to go beyond mere satisfaction and become memorable in
6

the eyes of the customers. To be memorable, the restaurant must not only meet customer
expectations, the restaurant must exceed them (Marvin, 1997).
No matter how exotic or familiar the cuisine, today consumer desires a good
overall restaurant experience. Friendly, attentive service, tasty food, and a decent
atmosphere are just as critical to the success of an ethnic restaurant as they are to any
establishment (Mills, 2000).
In their analysis of food service research, Johns and Pine (2002) concluded that
consumer satisfaction is concerned not only with attribute values, but also with broader
value systems but also with the following observations: Consumer involvement is a
significant factor affecting restaurant customers satisfaction; US and Hong Kong
students had very different expectations of restaurant service (Asians valued respect,
unobtrusive helpfulness and personal cleanliness, while US students required eye contact,
personalization and product knowledge); Ways in which company values (i.e. corporate
culture) influence customer satisfaction.
Several scholars have studied the relationship between customer satisfactions and
repurchase. Pettijohn et al. (2002) measured customer satisfaction using empirical
attributes, finding that satisfied customers had a significantly higher intention of
returning. Bowen & Chen (2001) studied the relationship between customer loyalty and
customer satisfaction. Loyal customers spread positive word-of-mouth and make
recommendations to others. Creating loyal customers is critical for hospitality operators.
Their study verified that having satisfied customers is not sufficient to create loyalty;
hospitality operators must have extremely satisfied customers. Furthermore, the study
shows a small increase in customer satisfaction boosted customer loyalty dramatically. In
7

addition to benefiting from the extremely satisfied customers' repeat patronage,

hospitality operators can save their marketing expenses because of the extreme satisfied
customers' marketing power. Therefore, hospitality operators should not be content with
having satisfied customers. They need customers who are very satisfied.

Chapter III
Method of Research
Research Design
This study entitled Customers Satisfaction to the Overall Management of
Selected Restaurant within the Vicinity of Sta. Mesa, Manila is a research attempts
to accumulate information and data regarding the level of customers satisfaction to
restaurants overall management.
Respondents
The Respondents of the study were Restaurant Customers within Sta. Mesa.
The researcher used stratified random sampling method where each member of the
population has an equal chance of being selected. Survey forms were given to
respondents personally. The total number of respondents is 50.
Research Instrument
The researchers use a survey questionnaire to collect necessary information
for the completion of the study. The basis of the respondents for evaluation is the last
full service restaurant they had frequented. It included perceptual measures that were
rated on seven point liker scales. This design is consistent with prior studies on
8

customer satisfaction and service quality. Each scale item was anchored at the
numerical 1 with the verbal statement strongly disagree and the numerical 5 with
the verbal statement strongly agree. Multiple items were used to measure each
construct so that their measurement properties could be evaluated on reliability and
validity. The scale items measuring the dependent variable were chosen to reflect
peoples overall satisfaction with the services provided by the restaurant.
Demographic data were also obtained from the respondents.
Data Gathering Procedure
The questionnaires were disseminated through mails to the respondents. Some
questionnaires were disseminated personally in the restaurants, with the managers
permission. The questionnaire was first reviewed and approved by the management of
the restaurant. The survey questionnaires information and data would be treated and
kept confidentially all throughout the study and beyond.
Statistical Treatment
To get the percentage, the researcher used the formula in tabulating the data:
% = (n/N) x 100, Where:
% = stands for the percentage
N = for the frequency of response
N = for the total number of responses
The questionnaire made use of the Likert scale. Factor analysis was conducted
with varimax rotation to examine how the selected measures loaded on expected
constructs. We have several specific areas that the respondents can determine the
particular issues and most commonly their complaints to the restaurants. We
9

summarized all the data that we got on questionnaire. The statistical data of each
factor was greater than one. The total cumulative variation explained by factor
analysis. The factor structure did not fully emerge expected.
Chapter IV
Presentation, Analysis and Interpretation of Data
Table 1 Gender
FREQUENCY PERCENTAGE
Male

26

52%

Female

24

48%

TOTAL

50

100.00%

Table 1 show that the 52% of the Female respondents will go to restaurants, while the 48
% of Male respondents go to restaurants.
Table 2 Civil Status
FREQUENCY PERCENTAGE
Single

28

56%

Married

10

20%

Separated

12

24%

Widow/er

0%

TOTAL

50

100.00%

Table 2 shows that among the respondents who frequent the restaurants are 56% Single
individuals, 24% are separated, while 20% of them are married. This data indicates that
the single respondents mostly come to the restaurants.
Table 3 Ages
FREQUENCY PERCENTAGE
10

Below - 30

23

46.00%

31 -40

18

36.00%

41 - 50

18.00%

51 - Above

0.00%

TOTAL

50

100.00%

Table 3 shows the different ages of the respondents. The 46% of them are below 30 years
old, 36.00% are 31 years old 40 years old, and only 18.00% are coming from the group
of 41 years old 50 years old.
Table 4 Work Status
FREQUENCY PERCENTAGE
Yes

20

40.00%

No

12

24.00%

Student

18

36.00%

TOTAL

50

100.00%

Table 4 shows the working status of the respondents. 40.00% of the respondents are
working, 36.00% are students while 24% of them does not have work and are neither
students too.

Table 5.1 LOCATIONS/ ESTABLISHMENT

Table 5.1.1 Clear Establishment Signage Outside
FREQUENCY PERCENTAGE
(5) Outstanding

14%

(4) Very Satisfactory

25

50.%

(3) Satisfactory

18%

(2) Good

18%

11

(1) Needs Improvement

0%

TOTAL

50

100.00%

Table 5.1.1 shows that 14% of the respondents commend the restaurant for its
outstanding signage, and 50% of them are very satisfied. While 18% says that they are
satisfied and another 18% of them also thinks that the signage are good enough for the
identity of the restaurants.
Table 5.1.2 Room Temperature
FREQUENCY PERCENTAGE
(5) Outstanding

8%

(4) Very Satisfactory

10%

(3) Satisfactory

12%

(2) Good

15

30%

(1) Needs Improvement

20

40%

TOTAL

50

100.00%

Table 5.1.2 shows that 40% of the respondents conveyed that the room temperature needs
improvement, 30% of them said that the temperature are good enough, 12% are satisfied
while only 10% and 8% of the respondents says that they are very satisfied and feels that
the room temperature was outstanding, respectively.
Table 5.1.3 Space and Seating Capacity
FREQUENCY PERCENTAGE
(5) Outstanding

8%

(4) Very Satisfactory

14%

(3) Satisfactory

17

34%

(2) Good

10%

(1) Needs Improvement

17

34%

12

TOTAL

50

100.00%

Table 5.1.3 shows that the 34 % of the respondents says the space and seating capacity of
the restaurants good enough for the number of customers, another 34% of the respondents
say that the space and seating capacity needs improvement to accommodate more
customers, while 14% of the respondents says that they are satisfied with the space and
seating capacity, 10% of the respondents says that they are happy with the space and
seating capacity, while the 8% of the respondents are happy and very satisfied with the
space and seating capacity of the restaurants.

Table 5.1.4 Restaurants Overall Atmosphere

FREQUENCY PERCENTAGE
(5) Outstanding

12

24.00%

(4) Very Satisfactory

16.00%

(3) Satisfactory

10

20.00%

(2) Good

18.00%

(1) Needs Improvement

11

22.00%

50

100.00%

TOTAL

Table 5.1.4 shows that the 24% of the respondents are very much happy and satisfied
with the overall Atmosphere of the restaurants, 22% of the respondents says that the
restaurants needs improvement on the restaurants overall atmosphere, 20% of the
respondents says that the atmosphere of the respondents is good enough, while the 18%
and 16% of the respondents says that they are satisfied in the restaurants overall
atmosphere.
Table 5.2 FOOD SERVICES
Table 5.2.1 Freshness of Food Offered
13

FREQUENCY PERCENTAGE
(5) Outstanding

14%

(4) Very Satisfactory

16%

(3) Satisfactory

29

58%

(2) Good

12%

(1) Needs Improvement

0.00%

50

100.00%

TOTAL

Table 5.2.1 shows that the 58% of the respondents are satisfied to the freshness of the
food offered of the restaurants, 16% of the respondents are very satisfied to the freshness
of the food, the 14% of the respondents dont have any complaint and they are happy
with the freshness of the food served by the restaurants while the 12% of the respondents
are feel good to the food.
Table 5.2.2 Taste of Food
FREQUENCY PERCENTAGE
(5) Outstanding

8%

(4) Very Satisfactory

14%

(3) Satisfactory

31

62%

(2) Good

16%

(1) Needs Improvement

0%

TOTAL

50

100.00%

Table 5.2.2 shows that the 62% of the respondents are satisfied on the state of food served
of the restaurants, 16% of the respondents says that the taste of the food served is good
enough for them, 14% of the respondents says are happy to the food served and the 8% of
the respondents are satisfied and happy to the food served by the restaurants.

14

Table 5.2.3 Availability of Hot / Cold Beverages

FREQUENCY PERCENTAGE
(5) Outstanding

14%

(4) Very Satisfactory

14%

(3) Satisfactory

24

48%

(2) Good

12%

(1) Needs Improvement

11%

50

100.00%

TOTAL

Table 5.2.3 shows that the 48% of the respondents says that they are satisfied on the
availability of the hot and cold beverages, 14% of the respondents says that they are
happy and satisfied and dont have complaint on the availability of the hot and cold
beverages, 12% of the respondents says that the availability of the hot and cold beverages
are good enough the 11% says that some of the restaurants needs improvement on the
availability of hot and cold beverages.
Table 5.2.4 Overall Food Quality
FREQUENCY PERCENTAGE
(5) Outstanding

18%

(4) Very Satisfactory

14%

(3) Satisfactory

28

56%

(2) Good

0%

(1) Needs Improvement

12%

50

100.00%

TOTAL

Table 5.2.4 shows that the 56% of the respondents are satisfied on the overall food
quality served by the restaurants, 18% of the respondents dont have any complaint on the
15

overall food quality and that they are outstanding, 14% of the them are very satisfied but
12% of the respondents convey that the overall food quality served by the restaurants
needs improvements.
Table 6.1 STAFF AND MANAGEMENT
Table 6.1.1 Receptionist greets, smile at the customer upon entering the restaurant
FREQUENCY PERCENTAGE
(5) Strongly Agree

10%

(4) Agree

16%

(3) Agree Moderately

27

54%

(2) Moderately Disagree

14%

(1) Disagree

6%

50

100.00%

TOTAL

Table 6.1.1 shows that the 54% of the respondents moderately agree that the receptionist
greets and smiles to them upon entering to the restaurants, 16% fully agree, while 14%
moderately disagree that the receptionist are friendly enough, 10%, on the other hand,
strongly agree that the receptionist smile and greet them upon entering to the restaurants.
Only 6% of the respondents are not satisfied to the restaurants receptionist friendliness

Table 6.1.2 Restaurant has enough number of staff to accommodate huge influx of
customers
FREQUENCY PERCENTAGE
(5) Strongly Agree

14%

(4) Agree

10%

(3) Agree Moderately

29

58%

(2) Moderately

12%

(1) Disagree

6%

16

TOTAL

50

100.00%

Table 6.1.2 shows that the 58% of the respondents agreed moderately that the staff can
handle and served the huge influx of customer, 14% of the them strongly agreed that
staffs of the restaurants can handle and served the huge influx of the customer, 12%
agreed moderately that staffs can handle the huge influx of the customer,10% fully agree
that the staff can handle and served the huge influx of the customer but 6% of them
disagree that the restaurants number of staff cannot handle the huge influx of customers.
Table 6.1.3 Management staff wears proper uniform for easy identification
FREQUENCY PERCENTAGE
(5) Strongly Agree

10%

(4) Agree

13

26%

(3) Agree Moderately

18

36%

(2) Moderately Disagree

16%

(1) Disagree

12%

50

100.00%

TOTAL

Table 6.1.3 shows that the 36% of the respondents moderately agreed that uniforms were
worn properly for easy identification, 26% of them agreed, 16% of them moderately
disagreed, and 12% of them were not happy and disagreed that staff were not wearing
proper uniform and that staff cannot be identified. Only 10% of the respondents strongly
agreed, and were happy and satisfied on the staff wearing proper uniform.
Table 6.1.4 Staff professional offered good service to the customer
FREQUENCY PERCENTAGE
(5) Strongly Agree

6%

(4) Agree

10%

17

(3) Agree Moderately

29

58%

(2) Moderately Disagree

12%

(1) Disagree

14%

50

100.00%

TOTAL

Table 6.1.4 shows that the 58% of the respondents moderately agreed that the restaurants
staff served them professionally, but 14% of them disagree to the professionalism of the
staff, 12% moderately disagreed on the staff professionalism. Only 10% and 6% of the
respondents agreed and strongly agreed, respectively that the staff professionally served
them, the customers.

Table 6.2 SANITATION AND SAFETY

Table 6.2.1 Fire extinguisher and smoke detector are available upon functioning
well.
FREQUENCY PERCENTAGE
(5) Strongly Agree

6%

(4) Agree

14%

(3) Agree Moderately

26

52%

(2) Moderately Disagree

18%

(1) Disagree

10%

50

100.00%

TOTAL

Table 6.2.1 shows that the 52% of the respondents agreed moderately that they are safe in
the restaurants because of the presence of smoke detector and fire extinguisher, but 18%
of them moderately disagreed that fire extinguisher and smoke detector were available,
while 14% of them agreed that they are safe because of the fire extinguisher and smoke
18

detector availability. Only 10% of them feel that they are not safe on the restaurants
because the fire extinguisher and smoke detector are not visible to the restaurant while
only 6% of the respondents says that they are strongly agree that they are safe on the
restaurants because of the visibility of the fire extinguisher and smoke detector to the
vicinity of the restaurants.

Table 6.2.2 Evacuation map and fire exit is available

FREQUENCY PERCENTAGE
(5) Strongly Agree

18%

(4) Agree

10

20%

(3) Agree Moderately

21

42%

(2) Moderately

12%

(1) Disagree

8%

50

100.00%

TOTAL

Table 6.2.2 shows that the 42% of the respondents moderately agreed that evacuation
maps and fire exit are available to the restaurant, 20% and 18% of them agreed and
strongly agreed, respectively, that the evacuation and map and fire exit is visible in
different areas of the restaurants. Only 12% and 8% of the respondents moderately
disagreed and fully disagreed, respectively, that evacuation maps and fire exits were
available and visible to the customers for emergency purposes.
Table 6.2.3 Cleanliness is observed in the comfort room
FREQUENCY PERCENTAGE
(5) Strongly Agree

6%

(4) Agree

21

42%

(3) Agree Moderately

17

34%

19

(2) Moderately

12%

(1) Disagree

6%

50

100.00%

TOTAL

Table 6.2.3 shows that the 42% and 34% of the respondents fully agreed and moderately
agreed, respectively, that cleanliness was observed in the comfort room of the restaurants.
12% of them moderately disagree, and were unsatisfied to the untidiness of the comfort
room. Only 6% of them were greatly satisfied and strongly agreed that the comfort room
were clean, but also 6% of the respondents were greatly dissatisfied and stongly
disagreed to their comfort room cleanliness.
Table 6.2.4 Overall Safety and Sanitation is observed
FREQUENCY PERCENTAGE
(5) Strongly Agree

14%

(4) Agree

10

20%

(3) Agree Moderately

20

40%

(2) Moderately

10

20%

(1) Disagree

6%

50

100.00%

TOTAL

Table 6.2.4 shows that the 40% and 20% of the respondents agreed moderately and fully
agreed, respectively, that they will be safe in the vicinity due to their overall safety and
sanitation measures. 20% of the respondents moderately disagreed that the overall safety
and sanitation measures of the company is enough to protect its customers. While 14%
of the respondents strongly agreed that the safety and sanitation observed by the
restaurants are adequate to protect their customers. Only 6% of them totally disagreed,
and were not satisfied to the overall safety and sanitation measures of the restaurant.
20

Chapter V
Summary of Findings, Conclusions and Recommendations
This study is about Restaurant Management and Customer satisfaction. This study
aims to find out the specific problems that emerge in relation to Establishment Setting,
Staff Management Service, Quality of Food, and Safety and Sanitation, in consideration
to the customer satisfaction with restaurants. The research had a total fifty (50)
respondents. A self-made survey questionnaire was used to gather information on the
customers evaluation on the restaurants overall management, at the same time, having
idea on the customers satisfaction level.
Major Findings
Based on the data gathered, the following are the major findings:
1. The respondents are single individuals with equal numbers of male and female, and
are below 30 years old. They are composed of workers and students.
2. The establishments room temperature, space and seating capacity and its overall
atmosphere earns the highest mean in needs improvement category. Although
Signages are place very satisfactorily.
3. The foods quality, freshness and taste were rated satisfactory.
4. Majority of the respondents agreed moderately on the professionalism,
accommodation, proper wearing of uniforms and the adequacy of the number of
staff.
5. On sanitation and safety, the respondents again agreed moderately on the
availability and functionality of fire extinguisher, evacuation map and fire exit.
Except for the cleanliness of comfort rooms that earns higher mean of 42% for
agree category.
21

Conclusions
Based on the major findings, the following are concluded:
1. Majority of the respondents are satisfied with the restaurants management on Food
Quality, Staff and the Quality of their Service, and Safety and Sanitation. Despite
being rated satisfactorily, there are still significant numbers of customers who were
dissatisfied with the restaurants service and management.
2. The restaurant establishment dissatisfies the customers. The Management needs to
improve the restaurants ambiance to attract and make customers stay in the area.
3. The Overall Restaurant Management affects significantly the satisfaction of
customers.
Recommendations
Based on the conclusions and results of the study, the recommendations are:
1. For future studies the researcher recommends that the number of respondents be
increased and the variety of restaurants be trimmed down to small population, for
more accurate results.
2. For additional research, it is recommended that other areas of study be undertaken on
the relationship of Customer Loyalty and Customer Satisfaction.

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23

A SURVEY QUESTIONAIRE
ON
CUSTOMERS SATISFACTION TO THE OVERALL MANAGEMENT OF
SELECTED
RESTAURANT WITHIN THE VICINITY OF STA. MESA, MANILA

Direction: Kindly check or supply on the needed data as the item identified. Less
assured that any information in this questionnaire shall be treated in a confidential
manner.

I. Respondent Profile
Name (Optional): ___________________________________________

Sex:

( ) Male
( ) Female

Civil Status:

( ) Single
( ) Married
( ) Separated
( ) Widow/er

Age:

( ) Below 30 years old

( ) 31- 40 years old
( ) 41- 50 years old
( ) 51 years old and above
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Working:

( ) Yes
( ) No
( ) Student

II. QUESTIONAIRE PROPER:

II- A Direction: The following questions are aimed to solicit information on the extent to
know the common problem encountered of the customer to the management of restaurant
in terms of establishment/ locations and food.
(5) Outstanding

(4) Very Satisfactory

(3) Satisfactory

(2) Good

(5)

(4)

(3)

(2)

(1)

1.1 Clear establishment signage outside

( )

( )

( )

( )

( )

1.2 Room Temperature

( )

( )

( )

( )

( )

1.3 Space and Seating Capacity

( )

( )

( )

( )

( )

1.4 Restaurant Overall Atmosphere

( )

( )

( )

( )

( )

(5)

(4)

(3)

(2)

(1)

2.1 Freshness of food offered

( )

( )

( )

( )

( )

2.2 Taste of food

( )

( )

( )

( )

( )

2.3 Availability of hot/ cold beverages

( )

( )

( )

( )

( )

(1) Needs Improvement

1. LOCATION/ ESTABLISHMENT

2. FOOD SERVICE

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2.4 Overall food quality

( )

( )

( )

( )

( )

II. QUESTIONAIRE PROPER:

II- B Direction: The following questions are aimed to solicit information on the extent to
know the common problem encountered of the customer to the management of restaurant
in terms of management, staff, safety and sanitation.
(5) Strongly Agree

(4) Agree

(3) Agree moderately

(2) Moderately disagree

(1) Disagree

1. STAFF AND MANAGEMENT

(5)

(4)

(3)

(2)

(1)

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

1.1 Receptionist greets, smile

at the customer upon entering
the restaurant.
1.2 Restaurant has enough number of
staff to accommodate huge influx of
customers.
1.3 Managers and staff wears appropriate
uniform for easy identification.
1.4 Staff professionally offers
quality service to the customer.

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2. SANITATION AND SAFETY

(5)

(4)

(3)

(2)

(1)

( )

( )

( )

( )

( )

2.2 Evacuation map and Fire Exit is available

( )

( )

( )

( )

( )

2.3 Cleanliness is observed in the comfort rooms

( )

( )

( )

( )

( )

2.4 Overall safety and Sanitation is observed

( )

( )

( )

( )

( )

2.1 Fire extinguisher and smoke

detector are available and
functioning well

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