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Food Sampling and Customer Satisfaction

The researchers used a descriptive research design and quota sampling method to study service quality and customer satisfaction of catering businesses in eastern Laguna. They distributed questionnaires to 60 owners and customers to collect data on demographics, levels of service quality (tangibility, reliability, responsiveness, assurance, empathy), and customer satisfaction (quality, expectation, loyalty, value, performance). The data was analyzed to describe service quality and customer satisfaction based on mean scores and verbal interpretations.

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Queen Aubrey Francisco
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318 views3 pages

Food Sampling and Customer Satisfaction

The researchers used a descriptive research design and quota sampling method to study service quality and customer satisfaction of catering businesses in eastern Laguna. They distributed questionnaires to 60 owners and customers to collect data on demographics, levels of service quality (tangibility, reliability, responsiveness, assurance, empathy), and customer satisfaction (quality, expectation, loyalty, value, performance). The data was analyzed to describe service quality and customer satisfaction based on mean scores and verbal interpretations.

Uploaded by

Queen Aubrey Francisco
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

CHAPTER 3

RESEARCH METHODOLOGY

This chapter presents the methods and procedures considered


necessary by the researchers in conducting the study. It includes the research
design, sampling technique, research instruments, data collection and
analysis.

Research Design

The researchers used the descriptive method of research design to


study and describe the service quality and customer satisfaction of events and
catering businesses in eastern Laguna. In this study the researchers utilize
the descriptive research design. Specially, information was gathered with the
use of questionnaire. The researchers conducted a personal interview to the
catering businesses and the customers that provide data or information to
analyze and interpret service quality rendered.

Sampling Technique

Quota sampling is a non-probability sampling method that relies on


the non-random selection of a predetermined number or proportion of units.
This is called a quota. You first divide the population into mutually exclusive
subgroups (called strata) and then recruit sample units until you reach your
quota.
Convenient quota sampling method gathering information wherein the
researcher hands out a questionnaire to the owners and customers that are
present in the events and catering businesses in Eastern Laguna at the time
the researchers made a personal visit until already gather 60 respondents in
total.
Research Instrument
The researchers utilize self structured survey questionnaire to gather
information from the owner and customers of events and catering businesses.
The questionnaire was consisted of three parts. The first part was the
demographic profile of the respondents which consists of age, sex,
capitalization, business address, marital status, occupation, and income level.
The second part indicated the level of service quality provided by events and
catering businesses including tangibility, reliability, responsiveness,
assurance and empathy. The third part indicated the level of customers
satisfaction in the services of events and catering business including quality,
expectation, loyalty, value, and performance. The respondents responded by
checking the appropriate space using the following scale.
The computed mean for the level of service quality was used then
described on the following:

Scale Range Verbal Interpretation


5 4.21-5.00 Excellent
4 3.61-4.20 Very Good
3 2.41-3.60 Good
2 1.81-2.40 Fair
1 1.00-1.80 Poor

The customers satisfaction in the service provided by events and


catering businesses was used then described based on the following:

Scale Range Verbal Interpretation


5 4.21-5.00 Very much satisfaction
4 3.61-4.20 Very Satisfaction
3 2.41-3.60 Satisfactory
2 1.81-2.40 Less Satisfaction
1 1.00-1.80 Not Satisfaction
Data Collection

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