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Computer College Calamba Campus: Bachelor of Science in Business Administration

The document discusses the research methodology for a study on customer satisfaction at a restaurant. It describes using a descriptive quantitative research design and survey questionnaires to collect data from 172 customers sampled through convenience sampling. The surveys will measure customer agreement on a scale and use statistical analysis like weighted mean, frequency, and mean to analyze the data.

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53 views

Computer College Calamba Campus: Bachelor of Science in Business Administration

The document discusses the research methodology for a study on customer satisfaction at a restaurant. It describes using a descriptive quantitative research design and survey questionnaires to collect data from 172 customers sampled through convenience sampling. The surveys will measure customer agreement on a scale and use statistical analysis like weighted mean, frequency, and mean to analyze the data.

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© © All Rights Reserved
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COMPUTER COLLEGE CALAMBA CAMPUS

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

CHAPTER III
RESEARCH METHODOLOGY

This chapter discusses the methods on how will the researchers gather
important or needed data and information that will be used in the entire study. It
describes the information of the respondents that will be participated and how they
were sampled. This chapter shows the sampling techniques, data collection
procedures, what instruments used, the research method used in analyzing the data
and designs that was chosen for the purpose of the study.

Research Design

Since this study was closely associated with observational studies and data
collection is involved, the Descriptive Quantitative research design was also used.
In its essence, descriptive studies are used to describe various aspects
of the phenomenon. Apart from this, survey questionnaires were given to the
customers of the restaurant upon the date of the survey.
In addition, the researchers were identifying the potential consequences of a
change and estimating what needs to be modified to obtain customer satisfaction
that would be a good basis in marketing strategy so the Impact analysis method is
also used.

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COMPUTER COLLEGE CALAMBA CAMPUS
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

Population and Sampling

The target population was the customers of Tonton’s Sisig. However,


this restaurant has many other branches so researchers are only focused on
the main branch which was located in Calamba City near SM Calamba. The
convenience sampling technique was used in this study since the
researchers were only able to give the questionnaires to those who were only
available by the time the survey was conducted. The estimated customers of
the restaurant in the main branch during regular days were about 300 per
day. Using the Slovin’s formula, the calculated sample size of respondents
from the population is 172.

Respondents

The calculated 172 customers will be the respondents of this study.


The customers of Tonton’s Sisig: students, employees, shoppers of SM mall;
male and female that are eating in the restaurant as the survey was
conducted.

Data Gathering Procedure

Before conducting the survey, the researcher asked permission from


the manager of the restaurant during an informal interview. The researcher
uses survey questionnaires to collect data from the respondents. Based on
voluntary basis, respondents were requested to fill-out or answer a survey
questionnaire on the spot. Some of customers might have doubt in
answering of the survey questionnaires because of their privacy so we made

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COMPUTER COLLEGE CALAMBA CAMPUS
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

the filling out of names as optional or can be anonymous to show no harm


nor risk on completing the survey.

Instrumentation

The researcher uses survey questionnaires as the instrument for their


study. The questionnaire includes questions that will contribute in evaluating
the service quality of Tonton’s Sisig that will be used as written reference for
actual and latest update or result of the study.

Validation of the Instrument

Aside from the permission given by the Tonton’s Sisig’s manager,


Mrs. Novillos during our informal interview to her, survey questionnaires will
be validated by Prof. Jonas San Diego, M.M, Dr. Jowell C. Dimaano and
Engr. Adelfo Dimayuga, ChE.

Treatment Quantitative Data

To reach the objectives of the researcher, the results of the survey will
be measured according to the degree of agreeableness of the respondents
on each question. The available or convenient respondents will be answering
whether Strongly Agree, Agree, Disagree and Strongly Disagree
independently. The scores will be calculated and tabulated.

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COMPUTER COLLEGE CALAMBA CAMPUS
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

Scale Interpretation Symbol


3.26 – 4.00 Strongly Agree SA
2.51 – 3.25 Agree A
1.76 – 2.50 Disagree DA
1.00 – 1.75 Strongly Disagree SDA

The following are the statistics formulas that will be used to the study.
Convenient sampling technique will be used to identify the number of
customers or respondents in the study with the help of Slovin’s formula.
Slovin’s formula is used to calculate an appropriate sample size from
population.
n = N____
(1 + Ne)2

Where: n = Sample size


N = Total population
e = Error tolerance
Weighted Mean will be used to determine the impact of service quality
to the customer’s satisfaction.

Weighted Mean(X) = ΣFx


N

Where X = Weighted Mean


Σ = summation
F = weighted factor
x = score

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COMPUTER COLLEGE CALAMBA CAMPUS
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

N = total number of respondents

Frequency will be also used to know the number of times a data value
appears.
% = f_
N x 100

Where % = Percent
f = Frequency
N = Number of Respondents

Mean is used to give equal weight to each number.


X = Σx
N

Where X = Mean

Σx = sum of all scores


N = number of cases

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