Thesis Writing - Customer Satisfaction

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 shouldn’t 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 company’s product. Kotler et al (2000) defined satisfaction as: “a person’s feeling of pleasure or disappointment resulting from comparing a product’s 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.

1

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

4

Customer Satisfaction - a person’s feeling of pleasure or disappointment resulting from comparing a product’s 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 “Customer’s 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 people’s 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 manager’s 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

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

9

18.00%

51 - Above

0

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

7

14%

(4) Very Satisfactory

25

50.%

(3) Satisfactory

9

18%

(2) Good

9

18%

11

(1) Needs Improvement

0

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

4

8%

(4) Very Satisfactory

5

10%

(3) Satisfactory

6

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

4

8%

(4) Very Satisfactory

7

14%

(3) Satisfactory

17

34%

(2) Good

5

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

8

16.00%

(3) Satisfactory

10

20.00%

(2) Good

9

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

7

14%

(4) Very Satisfactory

8

16%

(3) Satisfactory

29

58%

(2) Good

6

12%

(1) Needs Improvement

0

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 don’t 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

4

8%

(4) Very Satisfactory

7

14%

(3) Satisfactory

31

62%

(2) Good

8

16%

(1) Needs Improvement

0

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

7

14%

(4) Very Satisfactory

7

14%

(3) Satisfactory

24

48%

(2) Good

6

12%

(1) Needs Improvement

6

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 don’t 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

9

18%

(4) Very Satisfactory

7

14%

(3) Satisfactory

28

56%

(2) Good

0

0%

(1) Needs Improvement

6

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 don’t 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

5

10%

(4) Agree

8

16%

(3) Agree Moderately

27

54%

(2) Moderately Disagree

7

14%

(1) Disagree

3

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

7

14%

(4) Agree

5

10%

(3) Agree Moderately

29

58%

(2) Moderately

6

12%

(1) Disagree

3

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

5

10%

(4) Agree

13

26%

(3) Agree Moderately

18

36%

(2) Moderately Disagree

8

16%

(1) Disagree

6

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

3

6%

(4) Agree

5

10%

17

(3) Agree Moderately

29

58%

(2) Moderately Disagree

6

12%

(1) Disagree

7

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

3

6%

(4) Agree

7

14%

(3) Agree Moderately

26

52%

(2) Moderately Disagree

9

18%

(1) Disagree

5

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

9

18%

(4) Agree

10

20%

(3) Agree Moderately

21

42%

(2) Moderately

6

12%

(1) Disagree

4

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

3

6%

(4) Agree

21

42%

(3) Agree Moderately

17

34%

19

(2) Moderately

6

12%

(1) Disagree

3

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

7

14%

(4) Agree

10

20%

(3) Agree Moderately

20

40%

(2) Moderately

10

20%

(1) Disagree

3

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 customer’s evaluation on the restaurants overall management, at the same time, having idea on the customer’s 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 establishment’s 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 food’s 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.  

References http://restaurant.about.com/od/Restauranthistory/a/A-History-Of-The-Restaurant.htm Appelbaum, Robert, Dishing It Out: In Search of the Restaurant Experience (London:



Reaktion, 2011) Gernet, Jacques (translated by H.M. Wright)(1962, Daily Life in China on the eve of the Mongol Invasion, 1250-1276, Stanford: Stanford University Press, ISBN 0-80470720-0 22



Haley, Andrew P. Turning the Tables: Restaurants and the Rise of the American



Middle Class, 1880-1920 (University of North Carolina Press; 2011 Kieper, Nicholas M. (August 2002). “Economics and the Origin of the Restaurant”(pdf). CornellHotel and Restaurant Administration Quarterly,:pp 5-7, doi:



10.1177/001088040 2434006. Lundberg, Donald E., The Hotel and Restaurant Business, Boston: Cahners Book,

 

1974. ISBN 0-8436-2044-7 Spang, Rebecca L. (2000), The Invention of the Restaurant, Harvard University Press West, Stephen H. “Playing With Food: Performance, Food, and the Aesthetics of Artificiality in The Sung and Yuan”. Harvard Journal of Asiatic Studies (Volume 57,

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Number 1, 1997): 67-106. Whitaker, Jan (2002), Tea at the Blue Lantern Inn: A Social History of the Tea Room

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Craze in America”, St. Martin’s Press. Fleury, Helene(2007), “L’Inde en miniature a Paris. Diasporas indiennes dans la ville.

Le decor des restaurants”,

Hommes et migrations (Number 1268-1269,

   

2007): 168-73 http://en.wikibooks.org/wiki/Management_Concepts_and_Applications/Management http://www.prospects.ac.uk/restaurant_manager_job_description.htm http://www2.uwstout.edu/content/lib/thesis/2003/2003wakabayashit.pdf https://shareok.org/bitstream/handle/11244/9686/Eliwa_okstate_0664M_2118.pdf?

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sequence= Payne-palacio, J., Harger, V., Shugart, G. & Theis, M. (1994). Introduction to

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foodservice. Englewood Cliffs, New Jersey: Prentice-Hall Inc. Johns, N. & Pine, R. (2002). Consumer behaviour in the food service industry: a review. International Journal of Hospitality Management, 21(2), 119-134.

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A SURVEY QUESTIONAIRE ON CUSTOMER’S 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 24

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

25

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)

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( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

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

( )

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( )

( )

2.3 Cleanliness is observed in the comfort rooms

( )

( )

( )

( )

( )

2.4 Overall safety and Sanitation is observed

( )

( )

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( )

( )

2.1 Fire extinguisher and smoke detector are available and functioning well

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