INTRODUCTION

In a competitive marketplace where businesses compete for customers; customer satisfaction is

seen as a key differentiator. Businesses who succeed in these cut-throat environments are the

ones that make customer satisfaction a key element of their business strategy. Customer

satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten is how

customer satisfaction negatively impacts your business. It’s one thing to lose a customer because

they were unhappy. It’s another thing completely to lose 20 customers because of some bad word

of mouth Colpey 2017. All businesses are very strict when it comes to how they satisfy their

customer for they know one mistake will might be ruin the name of the firm.

Businesses that tend to succeed in these hostile environments are the ones that make customer

satisfaction central to their business strategy. By regularly measuring and tracking customer

satisfaction you can make informed decisions to put new processes in place to increase the

overall quality of your customer service and elevate yourself above the competition. Therefore,

it’s one of the leading metrics used to measure consumer repurchase and customer retention Ben

(2017). Here’s a thing customer complaint are usually exists when the customer felt

uncomfortable with the service that they take. All business firm are very careful not to receive a

negative feedback by the customer.

Nelson & Hardwood( 2011) A business’s customers are their biggest assets. Without them, no

business would thrive and no business would succeed in their endeavors; in fact, there would be

no purpose for business at all. Simply acquiring customers, though, is not enough.

You cannot pick them up and drop them whenever it pleases you, no matter how irritating they

may become. You need to retain them, and you need to utilize your relationship with them so
both parties are satisfied. By building trust between you and your customers, you are establishing

better work ethics in your employees, improving your business’s reputation and, most

importantly, you are providing something of worth to your customers.  Customer satisfaction are

not just only about the food that served or the service that they take. But its more on gaining trust

to create a better relationship with both parties. It is a win-win situation for the customer and the

firm as well. One way to get the loyalty of the customer is to get their trust and providing them a

satisfaction that they always look to.

STATEMENT OF THE PROBLEM

The purpose of the study is to assess the quality of service customer satisfaction in a fast-

food chain inside of sm center las pinas.

Specifically, it seeks to answer the following questions:

• What is the profile of the respondents in terms of?

1.1 age

1.2 sex

1.3 civil status

• What are the factors that makes the customer satisfied?

• Is there a significant relationship between the profile of the respondents and the level of

the customer satisfaction?

OBJECTIVE OF THE STUDY

The main purpose of this study is knowing the factors that really affecting by the customer

satisfactions. Also to further understand the needs of the customer and additional idea in gaining

their trust to help those people who would like a build their own business to get a reference in

forming their own techniques and strategies.

IMPORTANCE OF THE STUDY

The study is essential because it gives awareness to the people who would like to start or engage

themselves in business setting.

This study is beneficial to the businessman, business beginner and a future researcher.

For the Businessman, this study might be another reference in improving their strategies in

giving customer satisfaction. Especially to those business who had received lots of negative

feedback

For Business Beginner, this served as a guide to build a customer relationships and additional

data for creating a business strategy.

For the Future Researchers, it contains essential gathered data that can help them to

further knowledge to their research study.

SCOOP AND LIMITATION OF THE STUDY

 The study was conducted at ABE International Business College and Accountancy SY

2020-2021. The respondents were composed of thirty-six (25) possible customer from Sm Center

las pinas branch. The topic focused only on the factors affecting the quality of service customer

satisfaction. Other perspective of the customer was excluded in the study.