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Marques, Kengelyn

Aquino, Joker
Gahol, Mark Xyrelle
Geralde, Princess
Mortel, Aphol Joyce B.
Whether the buyer is satisfied after
purchase depend on the offers performance in
relation to the buyer expectation. In general
satisfaction is a person’s feelings of pleasure or
disappointments resulting from comparing a
product perceived performance relation to his
or her expectations.
Furthermore, customer is the key role in any
business, without any customer it’s difficult to
do business, and that’s the fact.
The purpose of the study is to know the
satisfaction of selected customer among
different fast food chains at Lemery,
Batangas.
The data that were gathered by the
researchers were properly tabulated,
calculated, and interpreted using appropriate
statistical treatment.
The researcher used the following
descriptive statistics such as frequency
weighted mean and rank.
This was applied to know the customers
satisfaction among different fast food chains
at Lemery, Batangas.

• Construction of the Questionnaire

• Validation of Questionnaire..

• Administration of the Questionnaire.

• Scoring of the Respondents


INPUT PROCESS OUTPUT
*proposed
recommendations
*profile of the to enhance the
respondents customer service
*level of to be able to
*Survey
meet the
satisfaction of Questionnaire customer’s
selected satisfaction
customers among different
fast food chains
at Lemery,
Batangas.
This study aimed to determine the customer
satisfaction among different fast food chains at
Lemery, Batangas.

Specially this study seeks to answer the following


questions:
1. Profile of Respondents
1.1 Age
1.2 Gender
2. What is the level of the customer’s
satisfaction in different fast food chains at
Lemery, Batangas?
2.1 Food Quality
2.2 Sanitation
2.3 Amenities
3. Based on the result, what course of action
maybe proposed to enhance the level of
satisfaction among customers?
Table 1
Frequency and Percentage Distribution of the Respondents in terms of Age

Age Frequency Percentage

15-20 18 45%

21-25 16 40%

26 and above 6 15%

Total 40 100%
Findings
1.1 Age. The age of the respondents is considered as
one of the important factors that effects the
business growth. 18 or 45 percent of the respondents
are in 15-20 age group, closely followed by 16 or 40
percent of the respondents that fall on age 21-25. It
also appears that 15 percent falls on the 26 and
above group.

Conclusion
1.1 The number of the customer from older age is less
than the younger age.
Recommendation
1.1 The study has shown that 18 respondents or 45
percent were 15 and below years of age where as 16
respondents or 40 percent of the sample were 21-25
years of age. The number of the customer from older
age is less than the younger age, therefore fast food
chains should established some foods that can suit
the taste of older person to gain more older
customer.
Table 2
Frequency and Percentage Distribution of the Respondents in terms of Gender

Gender Frequency Percentage

Male 15 37.5%

Female 25 62.5%

Total 40 100%
Findings
1.2 Gender. There was 40 fast food customers, 15 or
37.5 percent are males and 25 or 62.5 percent are
females.
Conclusion
1.2 The number of female customer is greater than
the number of male customers.
Recommendation
1.2 The investigation revealed that the number of
female customer is greater than the number of male
customers, it say that male are more likely to eat
healthy food rather than eat in fast food chains. The
advice is fast food chains should established healthy
food to gain more male customer.
Table 3
Level of Customer Satisfaction in terms of Food Quality
Statement Weighted Ranking Verbal
Mean Interpretation
Food Quality
1. The price of each meal is 3.75 4th Highly Satisfied
affordable.
2. The food has its own trademark. 4.06 3rd Highly Satisfied

3. The food suits the taste of the 4.25 1st Highly Satisfied
customer.

4. Great choice of items available on 4.06 3rd Highly Satisfied


menu.

5. Offer variety of food 4.15 2nd Highly Satisfied

Composite Mean 4.06 Highly Satisfied


Findings
2. 1Food Quality
Customer revealed in their responses that the level of
customer’s satisfaction in different fast food chain at Lemery,
Batangas in terms of food quality is agreeable. This level of
satisfaction received a composite mean of 4.06, verbally
interpreted as to usage with highly satisfied. It is to be noted that
there are 5 questions that is supporting the level of satisfaction in
different fast food chain at Lemery, Batangas in terms of food
quality. The aforementioned level of satisfaction that received the
highest weighted mean is the question number 3 which is all about
the food suits the taste of the customer, receiving the highest
mark of 4.25, verbally interpreted as highly satisfied. Second in the
rank was ‘fast food chains offer variety of food’. The item got a
weighted mean of 4.15 which could be verbally interpreted as highly
satisfied and the lowest weighted mean is the question number 1
which is the price of each meal is affordable, receiving the lowest
mark of 3.75 verbally interpreted as highly satisfied.
Conclusion
2.1 Fast food chains food quality suited the taste of
the customer but the price of each meal is not that
affordable.

Recommendation
2.1 Fast food chains should decrease the price of the
meal for them to gain more satisfied customer.
Because the investigation revealed that the fast food
chains food quality suited the taste of the customer
but the price of each meal is not that affordable.
Table 4
Level of Customer Satisfaction in Terms of Sanitation
Statement Weighted Ranking Verbal
Mean Interpretation

Sanitation

1. Provide food safety, quality 4.25 2nd Highly Satisfied


assurance, and pest control to
hundreds of clients.
2. Owners and operators make sure 3.83 5th Highly Satisfied
they have established a regular,
accountable cleaning schedule for
their employees.
3. The temperature of surroundings. 4.15 3rd Highly Satisfied
4. Their comfort room have a free 4 4th Highly Satisfied
hand sanitation and tissue for their
customer.
5. Their employees in the kitchen is 4.38 1st Highly Satisfied
wearing a mask, hairnet and apron.
Composite Mean 4.12 Highly Satisfied
Findings
2.2 Sanitation
Customer revealed in their responses that the level of customer’s
satisfaction in different fast food chain at Lemery, Batangas in terms of
sanitation is agreeable. This level of satisfaction received a composite mean of
4.12, verbally interpreted as to usage with highly satisfied. It is to be noted
that there are 5 questions that is supporting the level of satisfaction in
different fast food chain at Lemery, Batangas in terms of sanitation. The
aforementioned level of satisfaction that received the highest weighted mean is
the question number 5 which is all about the their employees in the kitchen is
wearing a mask, hairnet and apron, receiving the highest mark of 4.38, verbally
interpreted as highly satisfied. Second in the rank was ‘fast foos provide food
safety, quality assurance, and pest control to hundreds of clients’. The item got
a weighted mean of 4.25 which could be verbally interpreted as highly satisfied
and the lowest weighted mean is the question number 2 which is owners and
operators make sure they established a regular, accountable cleaning schedule
for their employees, receiving the lowest mark of 3.83 verbally interpreted as
highly satisfied.
Conclusion
2.2 The fast food chains employees are responsible when
its comes for wearing safety wears but fast food owner or
operators did not make sure they have established a
regular cleaning schedule for their employees.

Recommendation
2.2 Fast food chains should regularly established cleaning
schedule to maintain the cleanliness of their area. Because
the investigation revealed that the fast food chains
employees are responsible when its comes for wearing
safety wears but fast food owner or operators did not
make sure they have established a regular cleaning
schedule for their employees.
Table 5
Level of Customer Satisfaction in terms of Amenities

Statement Weighted Ranking Verbal


Mean Interpretation
Amenities
1. Wireless high speed internet 3.25 4th Highly Satisfied
service through the fast food
restaurant.
2. Easy to choose food in menu. 3.83 3rd Highly Satisfied
3. They have two comfort room. 3.9 2nd Highly Satisfied
4. Having two separate windows 3.9 2nd Highly Satisfied
(one to pay, and to get food) to
decrease wait terms.
5. The number of their employees 3.95 1st Highly Satisfied
is enough.
Composite Mean 3.77 Highly Satisfied
Findings
2.3 Amenities
Customer revealed in their responses that the level of customer’s
satisfaction in different fast food chain at Lemery, Batangas in terms
of amenities is agreeable. This level of satisfaction received a
composite mean of 3.37, verbally interpreted as to usage with highly
satisfied. It is to be noted that there are 5 questions that is
supporting the level of satisfaction in different fast food chain at
Lemery, Batangas in terms of amenities. The aforementioned level of
satisfaction that received the highest weighted mean is the question
number 5 which is about the number of their employees is enough,
receiving the highest mark of 3.95, verbally interpreted as highly
satisfied. Second in the rank was ‘fast food have two comfort room and
fast food having two separate windows (one to pay, and to get food) to
decrease wait terms’. The item got the weighted mean of 3.9 which
could verbally interpreted as highly satisfied and the lowest weighted
mean is the question number 1, which is the wireless high speed
internet service through the fast food restaurant, receiving the lowest
mark of 3.25, verbally interpreted as highly satisfied.
Conclusion
2.3 The number of fast food chains employees is
enough and the wireless internet service in fast food
are slow.

Recommendation
2.3 Fast food chains should established highest
wireless internet service to gain more satisfied
customer. Because the investigation revealed that
the number of fast food chains employees is enough
and the wireless internet service in fast food are
slow.
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