UNIVERSITY OF SAINT ANTHONY

(Dr. Santiago G. Ortega Memorial)

City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

LEVEL OF CUSTOMER SATISFACTION ON SELECTED FAST-FOOD CHAINS IN

IRIGA CITY

A Quantitative Research Presented to the

Faculty of Instruction of the Senior High School Department

University of Saint Anthony

Iriga City

As partial fulfillment of the requirements in

Practical Research 2

EPRES, ERIKA T.

ERASGA, MIZZY HANNA V.

LUMANGLAS, KYLA A.

REMPILLO, ALYSSA MARIE B.

(12- Agoncillo)

December, 2022
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

ii

This research entitled: LEVEL OF CUSTOMER SATISFACTION ON SELECTED

FAST-FOOD CHAINS IN IRIGA CITY, in partial fulfillment of the requirements in Practical

Research 2 (Quantitative Research) prepared and submitted by Erika T. Epres, Mizzy

Hanna V. Erasga, Kyla A. Lumanglas, Alyssa Marie B. Rempillo is recommended for

acceptance and approval for Final Oral Examination.

RAFAEL V. OÑATE

Research Adviser

PANEL OF EVALUATORS

______________________ ______________________

______________________________________________________________________

APPROVAL SHEET

Approved by the Committee on Oral Examination on December 14, 2022

with a grade of _____%

RAFAEL V. OÑATE

Research Adviser

PANEL OF EVALUATORS

______________________ ______________________
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

iii

ACKNOWLEDGEMENT

The researchers would like to express their sincere gratitude to the following

people for their utmost support and dedication in their help to complete this study

successfully.

First and foremost, the researchers would like to give thanks to their family that

supported them throughout this research journey by giving them encouragement and

moral support.

The researchers would like to express their appreciation to their Practical

Research 2 Teacher/Facilitator Mr. Rafael Oñate for giving them the opportunity to

conduct research despite the current situation and for giving them guidance throughout

the process of conducting this study, and also the researchers extend their gratitude to

the respondents who willingly participated in this study.

And most importantly the researchers would like to thank God for everything that

the researchers have, for giving them the strength, will, and passion to finish this study.

And may God bless us all with his loving hands.

The Researchers
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

iv

ABSTACT

LEVEL OF CUSTOMER SATISFACTION ON SELECTED FAST-FOOD CHAINS IN

IRIGA CITY

EPRES, ERIKA T., ERASGA, MIZZY HANNA V., LUMANGLAS, KYLA A., REMPILLO

ALYSSA MARIE B.

Keywords: Level of Customer Satisfaction, Selected Fast-food chains, Iriga City

Customer satisfaction is one of the factors why people go back to a specific fast

food to dine and eat. One’s satisfaction is a better indicator than fullness for deciding

when your body is ready to stop eating. This is why it's important to think not only about

what type of food can make you feel full but as well as which types of food can bring you

pleasure and satisfaction as well.

Customer satisfaction is influenced by services, costs, tastes, food values, and

environmental factors. Customers are satisfied with the quality of the food when it is

served hot, and are happy with food costs when they receive fair value for their money.

Customers are also happy with restaurant services when the meal orders delivered to

them are accurate and complete.

Customers of Chowking, Jollibee, and Mang Inasal provided the data for this study,

which used the survey method to collect the information. The questionnaires contained
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

questions relevant to the customers’ experience in terms of satisfaction in one of the three

mentioned fast-food chains in Iriga City and were distributed physically to the customers

who participated in this study.

This study aims to evaluate the level of satisfaction of customers dining in

Chowking, Jollibee, and Mang Inasal. The researchers gathered the data and information

most relevant to the problem of the study. Specifically, it aims to answer the following

questions: 1) What is the level of customer satisfaction on the selected fast-food chains

in terms of Food Choices/Selection, Customer Service/Staff Relations, and Facilities and

Sanitation, 2) Is there a significant difference in the customers’ level of satisfaction? 3)

What are the factors that highly influence the customers’ level of satisfaction? and 4) What

suggestions can be drawn out based on the results of this study?

This study was guided by the following assumptions: 1.) The level of satisfaction

of each customer in the selected fast-food chains in Iriga City is diverse regarding food

selection of food choices, customer service and staff relations, and sanitation of the

establishment, 2.) There is a difference in the satisfaction of each customer, 3.) Customer

satisfaction can be influenced by food choices, customer service/staff relations, and

facilities and sanitation, and 4.) Researchers and customers have recommendations for

improving the quality of service of the fast-food chain they have dined in.
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

vi

The following are the findings of this study: 1) Majority of the customers of

Chowking, Jollibee, and Mang Inasal were overall satisfied with what the three selected

fast-food chains offer. 2) Food choice was the leading factor influencing the satisfaction

of customers. 3) Sanitation and service are the two leading factors that customers

recommended to be improved by the three selected fast-food chains, along with price,

facility, and food choices. While one recommends that Chowking improve its service

water.

According to the quantitative findings, it was concluded that: 1) Customers of the

three fast-food chains are mostly satisfied with the operation and offers of the three fast-

food chains. 2) Food choice is the most influential factor that affects customer satisfaction.

3) Chowking, Jollibee, and Mang Inasal still have room for improvement in terms of the

factors that affect the customers’ satisfaction: price, facility, service, food choices, and

sanitation.

The following recommendations were formulated: 1.) Ensure regular and proper

sanitation of the establishment 2.) Upgrade the facility. Effective maintenance and adding

facilities ensure your restaurant is in top shape at all times, 3.) Improve productivity and

service at establishments,.4.) Establish affordability capable of living up to consumer

expectations. Customers prefer to choose food offers that are affordable and can live up

to their expectations, and 5.) Broaden the menu options. The establishment needs to

provide tasty food offers that are sanitary, and appetizing enough to be eaten right away.
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

vii

TABLE OF CONTENTS

PAGE

TITLE PAGE ....................................... i

APPROVAL SHEET ....................................... ii

ACKNOWLEDGEMENT ....................................... iii

ABSTRACT ....................................... iv

TABLE OF CONTENTS ....................................... vii

BACKGROUND OF THE STUDY

Introduction ........................................ 1

Theoretical Framework ........................................ 6

Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Statement of the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Assumptions of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Hypothesis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Significance of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Scope and Delimitation of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Definition of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Review of Related Literature and Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Synthesis of the State of the Art . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Research Gap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

viii

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

RESEARCH METHODOLOGY

Research Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Data Gathering Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Statistical Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

DATA ANALYSIS AND INTERPRETATION

Presentation of Data, Analysis, and Interpretation . . . . . . . . . . . . . . . . . . . 38

OUTPUT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATION

Summary of Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

APPENDICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

CURRICULUM VITAE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

LIST OF FIGURES

Figure 1 – Theoretical Paradigm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Figure 2 – Conceptual Paradigm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

ix

LIST OF TABLES

Table 1 – Level of Customer Satisfaction in Chowking . . . . . . . . . . . . . . 38

Table 2 - Level of Customer Satisfaction in Jollibee . . . . . . . . . . . . . . 39

Table 3 - Level of Customer Satisfaction in Mang Inasal . . . . . . . . . . . . . . 40

Table 4 – Rank of Factors Influencing Level of Customer Satisfaction in

Chowking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Table 5 - Rank of Factors Influencing Level of Customer Satisfaction in

Jollibee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Table 6 - Rank of Factors Influencing Level of Customer Satisfaction in

Mang Inasal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Table 7 – Factors Customers Recommend Improve in Chowking . . . . . . . . 44

Table 8 - Factors Customers Recommend Improve in Jollibee . . . . . . . . 45

Table 9 - Factors Customers Recommend Improve in Mang Inasal . . . . . . . . 46

LIST OF APPENDICES

Appendix A – Letter to Respondents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Appendix B – Survey Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Appendix C – Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

Chapter 1

THE PROBLEM

Introduction

Eating is one of the most crucial activities we perform on a daily basis since,

without it, people would either starve to death or become weak from a lack of energy to

combat their hunger. People are particularly interested when it comes to places where

they will be eating. There are a ton of fast-food restaurants in IRIGA CITY where

customers may dine. Customer satisfaction is crucial because it shows that the target

audience approves of the staff’s service. Excellent customer satisfaction not only

increases customer retention and customer lifetime value but also boosts business

reputation.

Low customer satisfaction ratings are also significant. They can highlight client

annoyances and offer data-supported insights on how to enhance offerings in terms of

both services and overall customer satisfaction. Simply put, customer satisfaction is a

measure that determines how well a company’s products or services meet customer

expectations. It’s one of the most important indicators of purchase intentions and

customer loyalty. As such, it helps predict business growth and revenue. Defining

“satisfied customers” for a company may be challenging.

 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

If a business owner is tempted to say, “I’ve got a lot of purchases and a steady

number of recurring customers, so I think I’m good,” think twice. Maybe some of their

clients simply forgot to cancel their subscriptions, maybe they procrastinate switching to

the owner’s competitors, or perhaps they’re too shy to complain and seek reimbursement.

None of these reasons means that their customers are satisfied. This is where specific

customer satisfaction metrics, like the CSAT (Customer Satisfaction Score), come into

play. They determine what exactly influences satisfaction—or lack of it—among

customers, and it pays off to keep customers happy.

A high customer satisfaction level guarantees long-term clients and makes an

entrepreneur stand out from the competition. It also lets them avoid the dire

consequences of a bad customer experience: churning customers and negative word of

mouth.

Food quality is acknowledged as a basic component of the customers' overall

experience that affects their revisit intention. Fast food quality is substantially associated

with customer satisfaction and it is an important predictor of behavioral intention. Service

quality is an essential factor in generating consumers’ revisit intentions. Furthermore,

physical environment quality is a precursor to customer satisfaction, it affects the behavior

of consumers at restaurants, hotels, hospitals, retail stores, and banks. This suggests that

customer satisfaction is associated with fast food quality, restaurant service quality,

physical environment quality, and revisit intention. Most online sales brands ask a
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customer after a recent purchase about how they liked the shopping and delivery

experience, including feedback on how they can improve their service. Most of them also

ask: on a scale of 1 to 10, how likely they are to recommend the brand to family and

friends.

Similarly, some fast-food chains also conducted surveys, for instance: what is the

most popular ice cream flavor for sundaes at Jollibee? Is it chocolate, or does it also come

in strawberry, vanilla, or coffee flavors? This will assist the company in knowing what to

prepare or how to service the customers' needs. Quality customer service is one of the

most crucial elements in brand development, according to recent studies. Additionally, it

has been discovered that customer service has the biggest impact on a consumer's

degree of trust in a business.

The front-line staff members are the ones that provide customer service; therefore,

they need to be able to communicate with clients. The first step in ensuring customer

satisfaction is providing personnel with the necessary training. This is because employees

are in charge of building the brand and company as a whole through their contacts with

customers. Given this, it is that entrepreneurs would want to learn how to encourage client

loyalty by meeting their demands.

Here are a few techniques to increase client happiness and meet their needs:

Recognize the customers' needs. Consumers will all have different ideas of what

constitutes “outstanding customer service”. Therefore, awareness of and cognizance of

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their demands is a must. It is crucial to properly train personnel to meet client expectations

because employees play a crucial role in providing effective customer service. By

conducting surveys, entrepreneurs discover what their customers need and want. This

will enable them to precisely meet their customers’ expectations. Listening to customers

can help to better understand them. The feedback received from consumers will provide

entrepreneurs with a wealth of knowledge that will help enhance customer experience.

In order to survive and grow across numerous generations and cater to various

tastes, customers' differing expectations are one of the reasons businesses struggle to

meet customers' requirements. It represents a significant disadvantage since, as a result,

entrepreneurs will never be able to fully understand the needs of their customers. By

ensuring that everyone in the organization is aware of the business owner’s objectives

and how to achieve them, they can ensure that their expectations are reasonable.

Entrepreneurs must innovate in order to adapt and remain on the pulse of their clients –

they must set realistic expectations, and lastly pay attention to their competitors. Some

may not be aware of this, but an entrepreneur’s competitors have an impact on the

demands and expectations of their customers. Ignoring the competition will hurt the

business since it can easily snag target prospects by meeting the wants of clients. So,

keeping an eye out on rivals, especially in terms of what their clients think of their

customer support, is crucial.

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It is significant to understand that many customers won't complain, and this will

vary from industry sector to industry sector. In other words, if not asked, people frequently

are unaware of the degree of contentment or dissatisfaction. The utmost caution should

be used when conducting customer satisfaction research. A constant, consistent, timely,

accurate, and reliable approach must be used to gauge customer satisfaction.

Organizations must take immediate action to prevent severe obstacles to their future

company growth. Organizations must take different actions to stand out from the

competition; they won't win by simply doing more of what they already do. Here is when

a customer happiness strategy transforms into a potent tactical company development

tool.

Theory and best practices have demonstrated that models of sustainable customer

satisfaction must be based on clear, transparent procedures and a unified strategy. The

methods used to develop (customer) satisfaction may change over time and depend on

the customer group or segmentation; however, as long as responsible managers and

marketers are aware of the significance of each model's latent and manifest variables in

relation to the target audience, these factors are unimportant. Organizations would profit

from a clearly defined customer satisfaction model as a result of the aforementioned.

Customer satisfaction is one of the elements affecting a firm, so doing this kind of survey

is crucial, and researching this kind of issue is quite beneficial for both consumers and

business owners.
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Theoretical Framework

This study considered three theories that served as the foundation of this study,

namely; the Value Percept Theory by Westbrook & Reilly (1983), the Expectancy-

Disconfirmation Theory by Oliver (1980, 1997), and lastly the Equity Theory by John

Stacey Adams.

Value Percept Theory by Westbrook & Reilly (1983) is a popular theory on

customer satisfaction. This can be seen clearly in many of the recurrent types of cases,

such as cases involving brand switching, failure of trial products, and cases involving the

purchase of services. A common characteristic in such cases is that consumers base

their evaluations on products, services, and brands that are absent from their initial

perceptions. Value-Percept Disparity Theory has also been applied to explain why

consumers value some brands, products, and services over others, even if these other

brands, products, and services are more highly expected (e.g., Westbrook 1992).

Customers will keep on buying in one establishment if they are satisfied with the

products, offers, capabilities of the staff, and services. This is supported by the Value-

Percept Theory of Job Satisfaction. If the establishment's staff are motivated by the work

they do, they will have the courage to serve the customer’s needs and wants. Changing

brands and adding the necessary things suggested by customers makes other customers

more satisfied with the services of the establishments. This theory will aid in this study in
 UNIVERSITY OF SAINT ANTHONY
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discovering where customers are more satisfied in terms of service, staff, offerings, and

other necessary things that an establishment needs to improve.

Expectancy - Disconfirmation Theory conceptualized by Oliver (1980, 1997)

indicates that customers compare a new service experience with a standard they have

developed. Their belief in the value of a service given is determined by how well it

measures up to this standard. The theory presumes that customers make purchases

based on their expectations, attitudes, and intentions (Oliver 1980). Later, during or after

consumption, perception of performance occurs as customer evaluate the experience.

The process is completed when customers compare the actual service performance with

their pre-experienced standard (Beardon & Teel 1993, Cardozo 1965, Day 1977, Oliver

1980) or expectations. The result is simplified into three: confirmation, satisfaction, or

dissatisfaction.

According to Expectancy - Disconfirmation Theory, consumer satisfaction is

determined by performance expectations, perceived performance, and the cognitive

comparison of perceived performance with performance expectations. This implies that

consumers evaluate new customer experiences in comparison to their previous

experiences, and how effectively the service adheres to this standard affects their opinion

of it. The theory holds that buyers base their purchases on their intents, attitudes, and

expectations. Customers assess the experience later, either during or after consumption,

and this causes an impression of performance. Customers evaluate the actual service
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performance with their pre-experiences in one establishment or expectation to conclude

the process. This will help not only in determining if customers are more satisfied with the

previous establishment or the new place that they dined in but also in determining their

preferred establishments in terms of food services, staff relationships, and offerings.

The Equity Theory by John Stacey Adams (1965) states that customer

satisfaction requires consistency between what was expected and what was experienced.

Consistency between both sides of this equation is key to providing customers with a

positive customer experience. Learning how to manage expectations and consistently

deliver an experience that meets and exceeds them builds goodwill and trust, which leads

to strong customer satisfaction.

According to the cited theory, customer satisfaction applies to any kind of

purchase, which is relevant to our investigation. The buyer has a sense of how the product

or service is going to turn out – with what to expect from the business or fast-food chains.

When that buying decision takes place, the establishment needs to make sure that the

experience is consistent with the staff’s promise of what is to be delivered or expected. If

not, then the customer will not be satisfied with what they receive in terms of services and

this causes dissatisfaction. When Equity Theory is applied to customer satisfaction, it is

viewed from a transactional point of view. This theory will aid in knowing the preferred

fast-food chains of the customers in Iriga City.

 UNIVERSITY OF SAINT ANTHONY
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With the insights from the above-mentioned theories, the researchers propose

“The Theory of Customer Satisfaction through Expectancy, Value, and Equity”.

This theory explains the satisfaction of a fast-food chain's customers. Customers will keep

buying from their selected fast-food chain if the food, staff service, and facility satisfy

them. Essential factors that satisfy each customer are the relationship between the staff

and them [customers] if expectations are met, and the consistency of the establishment.

This theory was developed because it defines how well-informed and attentive the

employees and crew members are when it comes to the needs of the customers who are

about to eat or dine. Customers are influenced to buy and eat a meal from fast-food chains

because of their expectations, experience, and value. Their pre-experiences from

previous restaurants that they’ve dined at set their standard regarding food quality,

service provided, cleanliness of the facility, and whether the establishments are well-

equipped.

That is why fast-food chains should have the quality of a business that ensures

they exceed their customers’ expectations and experience. In terms of consistency, fast-

food chains must provide a service that remains the same or even better. Additionally,

fast-food chains should give their customers an unforgettable experience that would

encourage customers to keep on returning. Because of this theory, identifying the

customers' level of satisfaction with the selected fast-food chains in Iriga City can be

done.
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10

Figure 1

Theoretical Paradigm
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11

Conceptual Framework

This study shows the interplay of the three important elements of a research study

which is also the most commonly used paradigm: the IPO (input, process, and output).

These three elements will serve as a guide for researchers in the approach that will be

adopted so that the evaluation and interpretation of the data are better established.

Input. Include the following: 1. Level of customer satisfaction on selected fast-food

chains in terms of food choices, staff relations, and sanitation. 2. a significant difference

in the customer’s level of satisfaction. 3. Factors that highly influence the customer’s level

of satisfaction.

Process. The collection of data is gathered through survey questionnaires which

will be given to customers outside the selected fast-food chains. After the researchers

have gathered all the necessary data, the data will be interpreted and analyzed to

formulate possible recommendations to come up with an output.

Output. The output is an informative flyer that will be given to the selected fast-

food chains in Iriga City so that they will have recommendations of what they need to

improve in terms of services, staff relationships, and sanitation.

Feedback. Part of the researchers' undertaking is to evaluate the results of their

study. It includes comments and suggestions for fast-food chains that could improve their

offers and services.

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12

INPUT PROCESS OUTPUT

1. What is the level of

customer
satisfaction in terms
of:
a. Food
choices/selection
An informative
b. Customer
• Survey and flyers that will be
service/staff
given to the
relations; Questionnaires
selected fast-food
c. Facilities and • Data analysis and
chain in Iriga City
sanitation interpretation so that they know
2. Is there a significant
what they should
difference in the
need to improve
customer’s level of
satisfaction?
3. What are the factors
that highly influence
the customer’s level
of satisfaction?

FEEDBACK

Figure 2

Conceptual Paradigm
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13

Statement of the Problem

1. What is the level of customer satisfaction on the selected fast-food chains in terms

of:

a. Food Choices/Selection

b. Customer Service/Staff Relations; and

c. Facilities and Sanitation

2. Is there a significant difference in the customers’ level of satisfaction?

3. What are the factors that highly influence the customers’ level of satisfaction?

4. What suggestions can be drawn out based on the results of this study?

Assumptions of the Study

The following assumptions are made regarding this study.

1. The level of satisfaction of each customer in the selected fast-food chains in Iriga

City is diverse regarding food selection of food choices, customer service and staff

relations, and sanitation of the establishment.

2. There is a difference in the satisfaction of each customer.

 UNIVERSITY OF SAINT ANTHONY
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14

3. Customer satisfaction can be influenced by food choices, customer service/staff

relations, and facilities and sanitation.

4. Researchers and customers have recommendations on improving the quality of

service of the fast-food chain they have dined in.

Hypothesis

This study was guided by the null hypothesis below:

Null Hypothesis: The level of customer satisfaction does not correlate with the

fast-food chain of the customer’s choice.

Significance of the Study

This study will be important to the following:

Fast-food chain owners: This study will be beneficial to them to help in improving their

business regarding high-quality products, services, and proper sanitation of the

establishment.

Fast-food chain customers: Getting to know what kind of fast-food chain they are

entering and how that particular chain can serve them will be beneficial to the customers.
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Fast-food chain employees or staff: The employees or staff of a particular fast-food

chain should know how to treat customers. This study can serve as the staff’s guide as

to how they should treat, provide service, and how they could maintain a good relationship

with their customers.

Future Business Owner: This research can be used by those who want to venture into

the business industry. It may provide instructions on how to provide a menu and service

to satisfy customers, maintain a good relationship between the staff and customers, have

proper facilities, and have good sanitation.

Researcher: Both current and future researchers can benefit from the findings of this

study, future researchers can utilize the data in this study to help them conduct their

research. This study can serve as a reference if their study is relevant to this topic.

Scope and Delimitation of the Study

The purpose of this study is to determine the level of customer satisfaction in

selected fast-food chains in Iriga City. It will also focus on the factors that affect each

customer’s satisfaction. The respondents of this study are the customers of selected fast-

food chains: Jollibee, Mang Inasal, and Chowking. The gathering of data will be

conducted through a set of questions that will be given to them physically.

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Definition of Terms

Customer

A person or organization that buys goods or services from a store or business. In this

study, it refers to a person who buys meals in fast-food chains in Iriga City.

Customer Loyalty

A customer's willingness to repeatedly return to a company to conduct business. This is

typically due to the delightful and remarkable experiences they have with that brand. In

this study, it is the willingness of a customer to return to a fast-food chain in Iriga City

Customer Satisfaction

Pertains to a measure that determines how happy customers are with a company's

products, services, and capabilities. In this study, it is a measurement that determines

how well the fast-food chains in Iriga City meet customer expectations

Fast food

Refers to food that can be prepared quickly and easily and be sold in restaurants and

snack bars as a quick meal or be taken out. In this study, it refers to the food or meal that

can be prepared quickly from the fast-food chain in Iriga City

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Fast-food chain/restaurant

Refers to a chain of restaurants serving fast food. In this study, it is a quick service

restaurant in Iriga City such as Jollibee, Mang Inasal, and Chowking

Service Quality

This is a measure of how an organization delivers its services compared to the

expectations of its customers. In this study, it measures how well service in a fast-food

chain in Iriga City is delivered

Review of Related Literature and Studies

Keywords: Level of Customer Satisfaction, Selected Fast-food chains, Iriga City

The Review of Related Literature helps the researchers to discover what is already

known, what others have attempted to find out, what methods of attack have been

promising, and what problems remain to be solved based on the numerous literature and

studies reviewed relevant to the study. The identification of the problem, development of

research design, and determination of the size and scope of the problem reviewed

valuably guided the researchers in the preparation and finalization of this study and all

depend to a great extent on the care and intensity with which the researchers have

examined.
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Foreign Related Literature

According to Schwartz (2016), marketing practices that require managerial

thinking in terms of service quality deliverance through the continual education and

training of staff or workers such as customer care, customer satisfaction, and customer

service as well as the product offering needs to be more consistent and reliable, ensuring

that an overall perception is created within the minds of consumers.

The marketing strategies that demand managerial thinking in terms of service

quality delivery through ongoing staff or worker education and training, such as customer

care, customer satisfaction, and customer service, as well as the need for a more reliable

and consistent product offering, ensure that consumers form an overall perception of the

company.

According to Pikuda & Llelaboye (2019), the marketing success of street food

vendors depends exclusively on location and word-of-mouth promotion that can satisfy

the customers' wants. They argued that business owners must have staffing strategies

that emphasize the characteristics of the workers, recruitment, and selection process in

order to increase the level of customer satisfaction. It is very important to hire workers

who are proactive, have good communication skills, and are alert.
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It was observed that the location and word-of-mouth advertising that could satiate

the needs of the clients were the only factors influencing the marketing success of the

street food vendors. They suggested that in order to raise the degree of customer

satisfaction, business owners must have staffing strategies that focus on employee traits,

recruitment, and selection procedures. Employing employees with initiative, effective

communication skills, and alertness is crucial.

According to the “Review of Service Quality and Customer Satisfaction in

Baking Services: GLOBAL SCENARIO” by Subashini (2012) Valued customers can

be retained by improving the service quality of mobile banking. Customers of foreign

banks experienced the most excellent service quality contrary to the customers of

nationalized banks in Pakistan. In general, the bank has been appraised positively by the

customers, however continuous development is suggested to maintain a cut-throat edge.

The maximum satisfaction of customers is attained with respect to the a) receptiveness

dimension - enthusiasm to assist the customers, friendly approach of employees, and b)

reliability dimension of customers’ care.

However, customer satisfaction varies according to the nature of the service. To

enhance customer satisfaction, the bank has to maintain a strong relationship through

better service. The services provided by the commercial bank to customers are below

their expectations. Service quality and e-banking adoption had a constructive and

noteworthy association with the satisfaction of customers. The key variables with regard
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to 24-hour service, perfect and up-to-date information, and quick processes influenced

the customers’ satisfaction. “Service quality” is an important construct of customer

satisfaction. To retain customers the bank has to improve all the dimensions of the service

quality. Customers’ satisfaction depends upon the quality of services provided. Customer

satisfaction leads to trustworthiness.

The positive and significant association between the various constructs of service

quality and satisfaction has been studied. Among all the constructs, assurance played a

vital role in influencing the satisfaction of customers. Customers expected higher from

banks than what they actually received. The electronic services provided by the bank

have a positive and considerable impact on customer satisfaction and also it has a

significant impact on the profitability of the bank. Serviceability had a positive and

significant effect on customer satisfaction to accept internet banking services. The factors

that influenced the service quality of the customer are a) timely service skills b) expertise

provided by the staff and c) the look and feel of the environment and employees.

According to Lin et al. (2017) in their “Customer Satisfaction Has a

Significantly Positive Effect on Customer Loyalty”, taking four famous coffee chain

stores in Taipei for example, the research aimed to explore the relationships among

experiential marketing, customer satisfaction, and customer loyalty. It showed that feel

experience and relational experience have a significantly positive influence on customer

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satisfaction; Customer satisfaction has a significantly positive influence on customer

loyalty; The relation experience has the greatest influence on customer satisfaction.

These targeted the visitors of the Non-Smoking Paradise Special Exhibition at the

National Science and Technology Museum to explore the relationships among

experiential marketing, service quality, satisfaction, and loyalty, research results showed:

Experiential marketing and service quality have significant positive influence on visitor

satisfaction. Visitor satisfaction has a significantly positive influence on visitor loyalty.

Sense experience in experiential marketing has the most influence on the satisfaction of

visitors of a special exhibition. Action experience of experiential marketing affects the

visitors of the National Science and Technology Museum the most. The tangible service

quality has the most influence on the satisfaction of visitors to a special exhibition.

Foreign Related Studies

According to a study of Service Quality, Customer Satisfaction and Customer

Loyalty Testing a Structural Equation Model by Saneva & Kortoseva, the service

quality of an organization has substantial impact on the company’s success. Providing

excellent service to customers leads to satisfaction and loyalty which increases the

organization’s market income. The study included six different fast-food restaurants in R.

Macedonia where 148 questionnaires were analyzed in connection to the measurement

of customers’ perceptions.
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The structural equation modeling was applied to determine the linkages between

service quality, satisfaction, and loyalty of the customers in fast-food restaurants. The

values obtained from the Average Variance Extracted (AVE) are acceptable when they

are above 0.5, and according to the values obtained from the data, Service Quality is with

a value of 0.63, Customer Satisfaction is with a value of 0.7, and Customer Loyalty with

the value of 0.79. The data results showed a significant connection and impact of service

quality over loyalty and satisfaction, as well as satisfaction over service quality and loyalty.

Measurements of service quality, loyalty, as well as satisfaction, will enable managers

from organizations in understanding the perceptions of their customers and keep up with

the quality issues experienced by them by providing actions to improve the quality of their

operations and continue to generate profit in the long run.

According to Yuksel and Yuksel’s, the majority of customers tend to visit

restaurants not only because of good food, quality service, and a pleasant environment

but also because they feel that the price they are paying represents value for money the

establishment is deserving to incur (Yuksel & Yuksel). As value may have different

meaning to different individuals. Customers do not only dine just for the tasty cuisine,

high-quality service, and welcoming atmosphere but also because they believe they are

getting the appropriate value for their money. Nowadays, individuals are more inclined to

eat at fast-food chains that they can afford based on their budget but can still meet their
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meal expectations, allowing them to claim satisfaction with the fast-food chain's menu

options.

Value may signify different things to different people. It may be seen as

comparable to affordability, as anything the customer wants in a product, or as the quality

the customer receives for the cost of the price they pay. Because they want to spend less

money, customers choose low pricing. In order for buyers to feel that they are receiving

their money's worth, it is also vital to offer high-quality goods. Additionally, customers

want quick service and good after-sales service, which often leads them to being loyal

customers.

The study by Bitner et al. (2015) entitled “Customer’s perception and

evaluation of assurance, empathy, reliability, of service and responsiveness”

service quality was focused on customer’s perception and evaluation of assurance,

empathy, reliability of service and responsiveness. On the other side, satisfaction was

leveraged by price, product, and perspectives of service quality with situational and

personal factors. Customer satisfaction sums up the value the restaurant provides and

delivers. Customers are one of the most valued assets. If they were valued, they would

not be switching from one establishment to another. Customer focus is the secret to

successfully retaining and attracting clients. Creating, maintaining, and improving

relationships with them requires hard work.

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In the study of Chun (2020) "The Effects of Fast Food Restaurant Attributes

on Customer Satisfaction, Revisit Intention, and Recommendation Using

DINESERV Scale”, he stated that “favorable customer feedback is key for a long-term

sustainable operation,” hence, customer satisfaction is an important component to be

considered in the operation of restaurants as the customers’ opinion may affect the

restaurant’s status. The study focused on comparing two brands of directly competing

fast-food chains in Ulaanbaatar where 151 of the total data responses were collected. A

five-point Likert scale was applied in analyzing the perceptions of the participating

customers.

It was found in the study that four factors: food quality, service quality, price, and

atmosphere of a restaurant all positively affect customer satisfaction, revisit intention, and

likelihood of recommendation by customers. Different perceptions were inferred

depending on the location of the establishment – whether they are a Mongolian restaurant

or a global-based restaurant. The differences in the factors involved the atmosphere,

service quality, food quality, and price which customers deemed as the most important

factors that affect their satisfaction with fast-food establishments. In addition, restaurant

owners, managers, and staffs need to give high consideration to various factors affecting

the experience of customers such as their way of approach, service provided, interior,

and quality food offered at affordable prices.

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Local Related Literature

In the article "Winning more customer visits" (Go, 2014), Margot Torres, the

SVP of Marketing of McDonald's in the Philippines, shares how Mcdonald's is trying to

win more visit frequency. She was asked about what makes people visit McDonald's more

often nowadays. She answered that customers at McDonald's keep visiting because of

the meals they serve. They constantly try to give customers high-quality, reasonably

priced food that tastes excellent, is prepared with fresh ingredients, and is served hot.

Another reason customers keep coming back to Mcdonald's is that they regularly

surprise and amaze their customers with new menu additions or meals that are only

available during specific seasons, such as Twister Fries, Shake Shake Fries, and various

McFlurry and McFloat flavors. Torres also mentioned that they are proud because of the

establishment's clean and well-maintenance — with stylish designs that are world-class,

which gives their customers a comfortable and relaxing dining experience that makes

them satisfied.

According to "Comfort food awaits hungry executives" (Salcedo, 2015),

Winglip K. Chang, president, and chief executive officer of iKitchen Inc., the premier

company behind Kuya J restaurant, gave further advice on how to grow a business,

including the choice of a location. He said it was tricky; the available space might not be

ideal for the target market, even if it is in a beautiful setting or a nice mall. He said that

having good products –the restaurant as a whole – means having a combination of the
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food, service, environment, pricing ranges, and locations. With all of these, restaurant

owners stand a reasonable probability of succeeding despite significant risk.

Chang's final advice and support for restaurant owners is that customer

satisfaction is essential. According to him, a business owner must show good customer

service. Whether in the banking sector, the restaurant industry, or other industries.

Because clients are the ones who give a business life hence, they are crucial in every

way.

In the literature “The goal isn’t to be No. 1,’ says Yellow Cab’s COO” (Rojas,

2013) it was stated that Roy Quejada faced a professional decision in 2006. Quejada

appeared destined to spend his entire career with the fast-food chain after rising through

the ranks from his position as a service crew member when he was just a college

freshman. He was even in the running to become training manager when he found himself

in discussions with the owners of Yellow Cab Pizza Co.

The objective, declares Quejada to colleagues during the company’s latest

strategic meeting, “isn’t to be number one or the best. We just want to have more loyal

customers. Our thrust is to improve our food, service, and cleanliness on a day-to-day

basis, and if we do that, customers will keep coming back. Loyalty is the goal,” he says.

The practice of improving the food, service, and sanitation of the establishment will ensure

that customers will satisfy and become loyal to the fast-food chain.
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In the article "Managing the customer experience" (Inquirer Academy, 2015),

it was stated that in terms of products, suppliers, and channels for distribution and

advertising, consumers and businesses have never had as many options. Given these

options, the previous buzzword "customer satisfaction" is insufficient. Every sales and

service transaction must allow businesses to convey their special offering. Customer

satisfaction will come from the excellent experience of the customer.

Hernan Espiritu, a sales management expert, was interviewed about the qualities

of an excellent customer experience, he said that "Building a memorable customer

experience that genuinely creates loyalty is the most effective but the hardest

battleground businesses have to face. A great customer experience is simply a

consistently delivered promise that considers the customers’ physical expectations and

the emotions these evoke."

Local Related Studies

In the study of Zalatar (2017) entitled, “Service Quality and Customer

Satisfaction in Fast Food Restaurants: A Customer Comparison Using

Discriminant Analysis”, service quality is a crucial component that is considered in the

service industry when aiming for customer satisfaction. It was highlighted in the study how

the behavioral intents of customers are dependent on customer satisfaction, which in turn

is also influenced by the quality of service provided by the fast-food restaurant. A two-
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part questionnaire was used in the study, namely, DINESERV to measure service quality,

and Westbrook and Oliver’s four emotion-laden questions to assess customer satisfaction

in fast-food restaurants in the Philippines.

It was revealed from the 200 customers of fast-food restaurants that three principal

dimensions were used in evaluating the service quality of fast-food restaurants in the

Philippines which are: Tangibles, Reliability/Responsiveness, and Assurance/Empathy.

Dimensions of Tangibles and Assurance/Empathy differentiate male and female

customers according to a discriminant analysis. Service quality reflects the customer

satisfaction of individuals dining in quick-serving restaurants, and thus can be improved

depending on the responses of their customers.

According to the study by Raquel (2018), “Impact Of Customer Satisfaction On

Customer Loyalty In A Fast Food Chain In The Philippines”, customer loyalty and

customer satisfaction encompass an important association in the fast-food business.

Customers who experience content from the service provided by these establishments

are likely to build personal favorability which develops customer loyalty. The study used

the correlational descriptive research design in order to analyze these two variables that

influence fast-food establishments in the Philippines. As discovered in the study, the

indicators of customer satisfaction were ranked from highest to lowest as follows: food

quality, price, service quality, and physical environment. In customer loyalty, repurchase

intentions are prioritized followed by word-of-mouth marketing and first-in-mind. Fast-food

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establishments should recognize the needs and demands of customers and utilize them

to their advantage to increase the quality of their service, environment, price, and menu.

According to the study “An Inter-correlational Study on Socio-demographic

Profile, Customer Satisfaction and Customer Loyalty in a Fast Food Restaurant in

the Philippines” by Raquel & Alonzo (2019), the weighted averages of customers'

responses to questions on a Likert scale were used to calculate customer satisfaction

degrees. According to the composite mean score of 3.00, respondents were generally

satisfied with the top fast-food chain. Of the 20 customer satisfaction indicators,

consumers were most satisfied with food quality, scoring 3.42 out of 4.00. However,

when asked about the environment, they seemed dissatisfied. It suggests that customers

were dissatisfied with the store's physical atmosphere. Priority is given to food quality,

followed by price, quality service, and physical environment. Customers continue to place

more importance on perceived food quality than product prices as their top worry.

Age, gender, and education did not significantly correlate with customer

satisfaction, as evidenced by the study's findings. Only food and service quality were

significantly related to customer satisfaction. It merely demonstrates that fast food

customers place a high value on the quality of the food they eat and the level of service

they receive each time they eat there. The results confirm that these socio-demographic

variables did not influence customer satisfaction.

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Based on the study of Kanyan et al. (2016) entitled “Improving the Service

Operations of Fast-food Restaurants”, service quality was the crucial factor considered

in improving the operational performance of fast-food restaurants. As stated, “customer's

satisfaction can be achieved through superior customer service,” causes of slow service

performance were categorized into four in this study: people, environment,

equipment/materials, and method/procedure. The study hoped to aid in providing insights

for improvement by offering alternative ways such as Quality Function Development,

Total Quality Management (TQM), process focus, layout, human resource management,

the practice of good supply chain management, and maintenance.

Synthesis of the State-of-the-Art

In the studies and literature of Schwartz, Pikuda, Llelaboye, Subashini, Lin,

Saneva, Kortoseva, Yuksel, Bitner, Chun, Go, Salcedo, Rojas, Zalatar, Raquel, Alonzo,

and Kanyan were all found connected in terms of having food, quality service, price,

facility, customer loyalty, and location of the establishments that affects the satisfaction

of customers.

This study will not discuss the socio-demographic profiles of customers that can

affect their satisfaction. According to Raquel and Alonzo (2019), age, gender, and

education did not significantly correlate with customer satisfaction, as evidenced by the
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study's findings. Only food and service quality were significantly related to customer

satisfaction.

Research Gap

From the literature and studies reviewed, it was found that there have been no

studies relating to the reasons or specifications (e.i. food choices/selection, customer

service/staff relations, and facility and sanitation) that influence the customers’ preference

between the three popular fast-food chains [Jollibee, Mang Inasal, & Chowking] in Iriga

City. Although the three are acquired by the same food company, differences are still

present that sustain their unique selling proposition and have caught their customers'

loyalty. This study will determine and evaluate the reasons that create these differences

in terms of the level of customer satisfaction.

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Notes

Franklin, A. (2022, August 12). What is customer satisfaction? Definition + importance.

Zendesk. https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-
loyalty/

Westbrook and Reilly (1983). Value-percept theory.

https://www.sciencedirect.com/?ref=pdf_download&fr=RR-15&rr=7712ac430c860438

Oliver (1980, 1997). Expectancy-disconfirmation theory.

https://marketing.expertjournals.com/23446773-
303/#:~:text=According%20to%20expectation%20disconfirmation%20theory,present%2
0in%20equation%20(10).

Adams J.S. Equity theory. https://thebusinessprofessor.com/en_US/management-

leadership-organizational-behavior/equity-theory-of-motivation

Saneva, D., & Chortoseva, S. (2020). Service quality, customer satisfaction and customer
loyalty: Testing a structural equation model. Calitatea, 21(179), 124-128.

Bitner F. et al. “Customer’s perception and evaluation of assurance, empathy, reliability,

of service and responsiveness”. Journal of Service Research (Volume 14, No. 2, 2015),
49-55

Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on
customer satisfaction, revisit intention, and recommendation using DINESERV scale.
Sustainability, 12(18), 7435.

Go, J. “Winning more customer visits”. (28 November 2014).Philippine Daily Inquirer.
Retrieved from https://business.inquirer.net/182706/winning-more-customer-visits
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Salcedo, M. “Comfort food awaits hungry executives”. (16 August 2015). Philippine Daily
Inquirer. Retrieved from https://business.inquirer.net/197207/comfort-food-awaits-
hungry-executives

Rojas, J. “‘The goal isn’t to be No. 1,’ says Yellow Cab’s COO”. (16 February 2013).
Philippine Daily Inquirer. Retrieved from https://business.inquirer.net/107885/the-goal-
isnt-to-be-no-1-says-yellow-cabs-coo

Inquirer Academy. “Managing the customer experience”. (31 August 2015). Philippine
Daily Inquirer. Retrieved from https://business.inquirer.net/198187/managing-the-
customer-experience

Zalatar, W. F. (2017). Service quality and customer satisfaction in fast food restaurants:
a customer comparison using discriminant analysis. DLSU Research Congress.

Raquel M. B. (2018). Impact of customer satisfaction on customer loyalty in a fast food

chain in the Philippines. The Graduate School, Taguig City University, Philippines.

Raquel, M. B. and Alonzo, A. G. F. (2019). An inter-correlational study on socio-

demographic profile, customer satisfaction and customer loyalty in a fast food restaurant
in the Philippines. The Proceedings of the 1st International Conference on Business,
Management and Information Systems 2019 (ICBMIS 2019), 1, 455-485.

Kanyan, A., Ngana, L., & Voon, B. H. (2016). Improving the service operations of fast-
food restaurants. Procedia-Social and Behavioral Sciences, 224, 190-198.
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Chapter 2

RESEARCH METHODOLOGY

This study aims to evaluate the various factors affecting customer satisfaction on

selected fast-food chains. The research design, data gathering tools, as well as statistical

tools that will be utilized in the study will all be extensively elaborated.

Research Design

This study used the survey method which is one of the fundamental ways of

measurement applied in social research, it has the main purpose of measuring the

characteristics of a large-scale sample of a population. Survey research possesses the

quickest, if not one of the quickest approaches to gathering information given that it is

performed with a large number of subjects. It is defined as "the collection of information

from a sample of individuals through their responses to questions" according to Check &

Schutt (2012). It is divided into two categories: questionnaire surveys which are prepared

beforehand and interview surveys which require verbal responses from the participants2.

Quantitative data collection was applied to determine the percentage of the

customers’ evaluation of their experiences from dining in Jollibee, Mang Inasal, and

Chowking. The survey-type design in research was used to conduct this study of “Level

of Customer Satisfaction on Selected Fast-Food Chains in Iriga City”. This approach was

the most appropriate type of design to conduct the study. Determining the level of
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customer satisfaction in Iriga City not only requires a large sample of customers but also

a clear evaluation of their feedback in terms of the service, menu, and price of the food

sold in these fast-food chains; administering survey research in the study is one of the

quickest ways to obtaining viable information that will be utilized to coming up with this

study’s findings.

Survey questionnaires are best suited for this quantitative research as they will

prevent consuming a lot of time for the customers that will be willing to participate.

Surveys are used in both quantitative and qualitative research. Quantitative survey

questions will provide objective and precise measurements of data that are interpreted in

numerical form.

Data Gathering Tools

Surveys help outline a vast population's features. It uses the data-gathering tool:

interviews and questionnaires. It is used to obtain data about the subject or focus of the

study.

This study will use questionnaires that will be given physically to the

respondents. A set of questions that were explicitly created for the respondents will be

utilized to obtain the information needed. The respondents will choose their answers from

the options given based on their judgment.

Statistical Tools
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The following tools will be used for the summarization and interpretation of the

feedback from customers.

Five-Point Rating Scale. This study utilized the five-point Likert scale to analyze

the data gathered from the customers of the selected fast-food chains.

Rating Scale Adjective Description

5 Highly Satisfied

4 Very Satisfied

3 Neutral

2 Somewhat Dissatisfied

1 Dissatisfied
Percentage. This will be used to determine the ratio of the customers’ feedback based

on their experience in the fast-food establishment.

𝑛
P = x 100
𝑁

P = Percentage

n = part of sample

N = total number of sample

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Notes

Check, J., & Schutt, R. K. (2012). Teacher research and action research. Research

methods in education, 255-271.

Ponto, J. (March 2015). Understanding and evaluating survey research. Retrieved from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4601897.
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

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Chapter 3

DATA ANALYSIS AND INTERPRETATION

This chapter provides a comprehensive analysis and interpretation of the data

gathered from the selected customers of the three fast-food places in Iriga City through

the survey method. It presents the evaluation of the customers which reflects their

experience while dining in the selected establishment.

Presentation of Data, Analysis, and Interpretation

SOTP 1: (What is the level of customer satisfaction on the selected fast-food chains in

terms of: a) Food Choices/Selection b) Customer Service/Staff Relations; and c) Facilities

and Sanitation)

1. How would you rate your level of satisfaction in the selected fast-food chain in

terms of: a) your experience in dining b) staff’s service c) accessibility of facility d)

sanitation e) prices of food offered?

Table 1

Level of Customer Satisfaction in Chowking

Highly Very Neutral Somewhat Dissatisfied

FACTORS Satisfied Satisfied Satisfied

f % f % f % f % f %
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

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Experience 35 35.00 45 45.00 17 17.00 3 3.00 - -

in dining

Staff's 20 20.00 52 52.00 22 22.00 6 6.00 - -

service

Accessibility 14 14.00 48 48.00 33 33.00 5 5.00 - -

of facility

Sanitation 17 17.00 45 45.00 27 27.00 10 10.00 1 1.00

Prices of 14 14.00 50 50.00 23 23.00 9 9.00 4 4.00

food offered

Table 1 shows that customers are more likely to be very satisfied with Chowking.

Customers are very and highly satisfied with their experience while dining in the

establishment with a 35% to 45% satisfaction rate. Customers are also very satisfied with

the staff’s service having a rate of 52% out of 100 customers – about half of the

respondents. Less than half rated neutral while very few are dissatisfied with how

Chowking operates.

Table 2

Level of Customer Satisfaction in Jollibee

Highly Very Neutral Somewhat Dissatisfied

FACTORS Satisfied Satisfied Satisfied

f % f % f % f % f %

Experience 31 31.00 51 51.00 17 17.00 1 1.00 - -

in dining
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Staff's 25 25.00 53 53.00 19 19.00 2 2.00 1 1.00

service

Accessibility 20 20.00 42 42.00 29 29.00 8 8.00 1 1.00

of facility

Sanitation 22 22.00 43 43.00 23 23.00 11 11.00 1 1.00

Prices of 19 19.00 30 30.00 40 40.00 11 11.00 - -

food offered

Table 2 shows that customers are highly and are very satisfied with their

experience in dining in the Jollibee’s establishment with 31 to 51 percent of satisfaction

rate. Customers are also very satisfied with the staff’s service with a 53 percent of

satisfaction rate; 25 percent are highly satisfied; and 19 percent are neutral. Accessibility

of facility, sanitation, and prices of food offered has a satisfaction rate of 19 to 43 percent.

1 to 11 percent are somewhat satisfied with their experience in Jollibee and only 1 percent

are dissatisfied.

Table 3

Level of Customer Satisfaction in Mang Inasal

Highly Very Neutral Somewhat Dissatisfied

FACTORS Satisfied Satisfied Satisfied

f % f % f % f % f %

Experience 30 30.00 45 45.00 23 23.00 1 1.00 1 1.00

in dining
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Staff's 21 21.00 47 47.00 26 26.00 6 6.00 - -

service

Accessibility 23 23.00 41 41.00 29 29.00 7 7.00 - -

of facility

Sanitation 20 20.00 36 36.00 31 31.00 11 11.00 2 2.00

Prices of 18 18.00 36 36.00 34 34.00 10 10.00 2 2.00

food offered

Table 3 shows that customers from Mang Inasal are mostly very satisfied with the

fast-food establishment, having a range of 36 percent to 47 percent. More than a quarter

of the 100 respondents shared their neutral and high satisfaction experience,

respectively, with Mang Inasal while about 10% and less experienced low satisfaction,

and dissatisfaction.

SOTP 2: (Is there a significant difference in the customers’ level of satisfaction?)

2. How would you rank the factors that influence your level of satisfaction? 1 being

the lowest and 5 being the highest.

Table 4

Rank of Factors Influencing Level of Customer Satisfaction in Chowking

5 4 3 2 1
FACTORS
f % f % f % f % f %

Price 14 21.21 10 15.15 12 18.18 14 21.21 16 24.24

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Facility 4 6.06 11 16.67 23 34.85 15 22.73 13 19.70

Service 12 18.18 17 25.76 16 24.24 10 15.15 11 16.67

Food 28 42.42 19 28.79 6 9.09 8 12.12 5 7.58

Choices

Sanitation 7 20.61 9 13.64 11 16.67 17 25.76 22 33.33

Table 4 indicates that Food Choices with 42.42% are mostly influencing the

customers’ level of satisfaction in Chowking, followed by the Service of the place, Price,

Facility, and its Sanitation. Customers found Sanitation, with 33.33% as the least

influential factor that affects their satisfaction, followed by the prices of the food offered

by the fast-food establishment as the second least factor influencing customer which had

24.24% of the total respondents ranking it as the least.

Table 5

Rank of Factors Influencing Level of Customer Satisfaction in Jollibee

5 4 3 2 1
FACTORS
f % f % f % f % f %

Price 9 16.07 5 8.93 9 16.07 9 16.07 24 42.86

Facility 7 12.50 12 21.43 13 23.21 17 30.36 7 12.50

Service 9 16.07 19 33.93 11 19.64 11 19.64 6 10.71

Food 27 48.21 7 12.50 10 17.86 6 10.71 6 10.71

Choices

Sanitation 4 7.14 13 23.21 13 23.21 13 23.21 13 23.21

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Table 5 shows the rank of factors influencing the level of customer satisfaction in

Jollibee. It shows that Food Choices is the most influential factor with a 48.21% rate

followed by Service, Price, Facility, and Sanitation. Price is the least influential factor that

influences their satisfaction with a 42.86% rate. Sanitation is the second least influential

factor with a 23.21% rate followed by Facility, Service, and Food Choices with 12.50%

and 10.71% rates respectively.

Table 6

Rank of Factors Influencing Level of Customer Satisfaction in Mang Inasal

5 4 3 2 1
FACTORS
F % f % f % f % f %

Price 13 17.11 14 18.42 14 18.42 20 26.32 15 19.74

Facility 4 5.26 14 18.42 25 32.89 18 23.68 15 19.74

Service 21 27.63 23 30.26 11 14.47 16 21.05 5 6.58

Food Choices 29 38.16 16 21.05 13 17.11 11 14.47 7 9.21

Sanitation 9 11.84 9 11.84 13 17.11 11 14.47 34 44.74

Indicated in Table 6 are the rankings of factors which customers find the most and

least influential while dining in Mang Inasal. Food Choices with 38.16% and Service with

27.63% were found to be the most influential factor by the majority of the respondents.
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

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Price, followed by Facility, then Sanitation comes after the two. Sanitation was also the

least of the 44.74% of customers’ concerns as it was ranked last among the five factors

given.

SOTP 3: (What are the factors that highly influence the customers’ level of satisfaction?)

3. Place a check beside the factor that affects your satisfaction or you recommend

that the fast-food establishment needs to improve.

Table 7

Factors Customers Recommend Improve In Chowking

FACTORS f %

Price 34 34.00

Facility 50 50.00

Service 41 41.00

Food Choices 42 42.00

Sanitation 54 54.00

None 3 3.00

Other: bitter water 1 1.00

Table 7 shows that 54% of customers recommend Chowking to improve their

Sanitation, as well as their Facility where out of 100 customers, 50% agreed that
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Chowking should work on. 42% shared that Food Choices also need improvement, with

their Service and Price which 34% of the customers voted on. 3% of the customers shared

that they had no concerns and that none of the factors mentioned is in need of

improvement. A customer shared that Chowking needs to replace or work on their service

water as it is bitter for their taste.

Table 8

Factors Customers Recommend Improve In Jollibee

FACTORS f %

Price 52 52.00

Facility 42 42.00

Service 54 54.00

Food Choices 36 36.00

Sanitation 43 43.00

None 2 2.00

Table 8 shows that 54% of the customers recommend Service that Jollibee needs

to improve. 52% recommend a Price that needs improvement. The menu or Food Choices

of Jollibee should also be improved according to 36% of respondents. 42% of

respondents choose Facility as a factor that Jollibee needs to improve, while 43% for
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Sanitation. Only 2% of respondents shared that none of the factors should be improved

by the establishment.

Table 9

Factors Customers Recommend Improve In Mang Inasal

FACTORS f %

Price 45 45.00

Facility 41 41.00

Service 39 39.00

Food Choices 24 24.00

Sanitation 52 52.00

None 2 2.00

Indicated in Table 9 are the factors that customers have a concern with Mang

Inasal which they wish to improve. Sanitation had 52% out of the 100 customers who

agreed that Mang Inasal improved, followed by the Price of the menu in the establishment.

The Facility of the place, followed by their Service, and Food Choices which only 24% of

the customers raised their concerns. Only 2% of the customers in Mang Inasal shared

that they had no concerns with how the establishment run its business.
 UNIVERSITY OF SAINT ANTHONY
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City of Iriga

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OUTPUT
 UNIVERSITY OF SAINT ANTHONY
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City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Chapter 4

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

Customer Satisfaction is an essential factor determining a business's success.

Customers are their most important target as they are the ones that feed the life of their

business to grow and continue its operation. With satisfied customers, customer loyalty

is established between the customers and the people involved in a business operation,

in the field of the food and service industry, these people involved are the owner/s,

stockholders, and the business’ staff or employees. Having knowledge of the customers’

concerns and the variables that they find inconvenient while being served in the fast-food

place can aid the business’ personnel to solve and improve the issues at hand. To further

delve into and understand the concerns of the customers, the following assumptions were

made: 1) What is the level of customer satisfaction on the selected fast-food chains in

terms of: a) Food Choices/Selection b) Customer Service/Staff Relations; and c) Facilities

and Sanitation? 2) Is there a significant difference in the customers’ level of satisfaction?

3) What are the factors that highly influence the customers’ level of satisfaction? 4) What

suggestions can be drawn out based on the results of this study?

In order to accomplish this study, the following assumptions were made: 1) The

level of satisfaction of each customer in the selected fast-food chains in Iriga City is

diverse regarding food selection of food choices, customer service & staff relations, and

sanitation of the establishment. 2) There is a difference in the satisfaction of each

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(Dr. Santiago G. Ortega Memorial)
City of Iriga

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customer. 3) Customer satisfaction can be influenced by food choices, customer

service/staff relations, and facilities and sanitation. 4) Researchers and customers have

recommendations on improving the quality of service of the fast-food chain they have

dined in.

The objective of this study is to determine the issues affecting the satisfaction of

customers while at the selected fast-food chain. This study used the survey method to

gather the data obtained from customers dining in Chowking, Jollibee, and Mang Inasal.

Their experience with these three fast-food establishments was determined by the

questionnaires given to them during the survey process. The data obtained from the

selected customers contained their evaluation of the fast-food places’ operation.

Summary of Findings

Based on the data gathered, it has been found that:

1. Customers of Chowking, Jollibee, and Mang Inasal were very satisfied with their

experience in dining in the selected fast-food chain. Customers were also satisfied

with how the staff provided service to them. Few of the respondents shared that

they were dissatisfied with their experience. About 30 to 50 percent of respondents

in each fast-food chain shared that their level of satisfaction was highly satisfied in

the accessibility of facility, sanitation of establishment, and prices of food offered.

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City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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2. It was found that customers’ Food Choices is the most influential factor affecting

the customer’s level of satisfaction. Service, Price, and Facility were the next

influencing factor. Customers of Chowking, Jollibee, and Mang Inasal choose

Sanitation as the least influential factor.

3. Sanitation and Service have the highest rate as the factors that influence

customers’ satisfaction and which they recommend each fast-food chain needs to

improve. Price, Facility, and Food Choices also need improvement according to

the recommendation of the customers. One customer in Chowking recommends

that they improve their water as it was bitter. A total of seven customers shared

that no improvement is needed in the selected fast-food that they’ve dined at.

Conclusions

Based on the findings of this study, the following conclusions were drawn:

1. Majority of the customers are very satisfied with their experience in Chowking,

Jollibee, and Mang Inasal. In the study “Influential Fast Food Chains Affecting

Customers’ satisfaction: Basis of Crafting Guidelines in Putting up Food Business”

(Salaveria et. al), it was concluded that Customer satisfaction is influenced by

services, costs, tastes, food values, and environmental factors. Customers are

satisfied with the quality of the food when it is served hot. Customers are happy

with food costs when they receive a fair value for their money. Customers are

happy with restaurant services when the meal order is accurate and complete.
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(Dr. Santiago G. Ortega Memorial)
City of Iriga

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Additionally, customers are satisfied with staff that take orders carefully, speak

clearly, are polite and nice, and serve orders quickly. Customers are satisfied

without a doubt due to the excellent service.

2. Food choice is the most influential factor that affects customers’ satisfaction. In the

study “Satisfaction and revisit intentions at fast food restaurants” (Rajput and

Gahfoor, 2020) it was stated that presentation of food enhances dining customer

satisfaction. Customer’s concerns of healthy food substantially affect customer’s

expectations and choice of a restaurant. Freshness is assessed with the aroma,

juiciness, crispness, and fresh posture of the food. Food quality enhances

customer satisfaction.

3. The customers suggested that Chowking, Jollibee, and Mang Inasal improve their

overall operation in terms of sanitation, facility, service, price, and food choice. In

the study of Adriatico et. al entitled “Service Quality and Customer Satisfaction in

Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement”

it was stated physical design and look, and pricing are among the factors that

influence consumer happiness. Based on the findings, the quality of the food was

not very remarkable. All three of the factors that were shown to be predictors had

positive predictive impacts on customer satisfaction. Customers are more likely to

be satisfied when dining at the restaurant as evidenced by the variable's positive

predictive effect regarding the establishment's physical structure, the staff's

responsiveness, and the pricing structure of the goods it offers. This implication
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(Dr. Santiago G. Ortega Memorial)
City of Iriga

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implies that for the responsiveness dimension, the more staff emphasizes the

attention given to the customer, the higher the level of responsiveness will be

increased satisfaction.

4. This study will have a flyer as its output and will be distributed to the selected fast-

food establishments – Chowking, Jollibee, and Mang Inasal – to acknowledge the

limelight of factors that affect the experience of customers and consider the

recommended possible solutions inferred based from the responses of the

participating customers.

Recommendations

With the findings and conclusions previously stated, the following

recommendations were formulated:

1. Make a sanitation plan. Any location used for food service preparation needs a

sanitation plan, it minimizes the possibility of spreading bacteria from unclean

surfaces to clean equipment like spoons, plates, glass, or even in food. Ensure

that the establishment is frequently cleaned.

2. Upgrade the facility. Effective maintenance and adding facilities ensures that the

restaurant is in top shape at all times. Physical infrastructure has a direct impact

on customers’ brand experiences therefore it needs to be in optimal condition to

ensure their experience is consistent.

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City of Iriga

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3. Improve the productivity and service of establishments. The success of a firm is

mostly dependent on sustaining client happiness and offering high-quality

services. Understanding restaurant patrons and keeping in mind the value of

service qualities are thus crucial criteria for claiming an advantage in the restaurant

industry.

4. Aim for affordability, capable of living up to consumer expectations. Customers

prefer to choose food that are affordable and can live up to their expectations.

Customers will look at the prices their colleagues are paying, and nobody wants to

pay money more than what their peers do. The impression of a product to

consumers and, eventually, their desire to purchase it, can be impacted by how

fair the pricing is. Prices should be affordable but still capable of satisfying

consumer expectations.

5. Fast-food establishments should broaden their menu options. The

establishment needs to provide tasty food that are clean, and appetizing enough

to eat right away. The food choices should be healthy and budget friendly for each

consumer. Good eating choices are particularly crucial for children's developing

bodies and minds, according to research.

 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Notes

Salaveria et al. K. “Influential Fast Food Chains Affecting Customers’ satisfaction: Basis

of Crafting Guidelines in Putting up Food Business” (October 2017).

https://www.academia.edu/34897592/Influential_Fast_Food_Chains_Affecting_Custom

ers_satisfaction_Basis_of_Crafting_Guidelines_in_Putting_up_Food_Business_Resear

chers

Rajput and Gahfoor. “Satisfaction and revisit intentions at fast food restaurants”. (2020).

https://fbj.springeropen.com/articles/10.1186/s43093-020-00021-0

Adriatico R. et. al. “Service Quality and Customer Satisfaction in Dining Restaurants:

Inputs for Tourism and Hospitality Curriculum Enhancement”. (May 2022).

https://www.researchgate.net/publication/360407744_Service_Quality_and_Customer_

Satisfaction_in_Dining_Restaurants_Inputs_for_Tourism_and_Hospitality_Curriculum_

Enhancement
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on
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(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Salcedo, M. “Comfort food awaits hungry executives”. (16 August 2015). Philippine Daily
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Rojas, J. “‘The goal isn’t to be No. 1,’ says Yellow Cab’s COO”. (16 February 2013).
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Inquirer Academy. “Managing the customer experience”. (31 August 2015). Philippine
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Zalatar, W. F. (2017). Service quality and customer satisfaction in fast food restaurants:
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Raquel M. B. (2018). Impact of customer satisfaction on customer loyalty in a fast food

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Raquel, M. B. and Alonzo, A. G. F. (2019). An inter-correlational study on socio-

demographic profile, customer satisfaction and customer loyalty in a fast food restaurant
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Kanyan, A., Ngana, L., & Voon, B. H. (2016). Improving the service operations of fast-
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Check, J., & Schutt, R. K. (2012). Teacher research and action research. Research

methods in education, 255-271.

 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

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Ponto, J. (March 2015). Understanding and evaluating survey research. Retrieved from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4601897.

Salaveria et al. K. “Influential Fast Food Chains Affecting Customers’ satisfaction: Basis

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https://www.academia.edu/34897592/Influential_Fast_Food_Chains_Affecting_Custom

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chers

Rajput and Gahfoor. “Satisfaction and revisit intentions at fast food restaurants”. (2020).

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Adriatico R. et. al. “Service Quality and Customer Satisfaction in Dining Restaurants:

Inputs for Tourism and Hospitality Curriculum Enhancement”. (May 2022).

https://www.researchgate.net/publication/360407744_Service_Quality_and_Customer_

Satisfaction_in_Dining_Restaurants_Inputs_for_Tourism_and_Hospitality_Curriculum_

Enhancement
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

58

APPENDICES

Appendix A: Letter to Respondents

Good day!

We are a group of Grade 12 ABM (Agoncillo) students from University of Saint

Anthony, conducting a research entitled “Level of Customer Satisfaction on Selected

Fast-Food Chains in Iriga City”. To accomplish this, we respectfully request of you to

participate by answering this questionnaire.

Rest assured that all information obtained will be used only for the purpose of this

research. Your participation in this survey is greatly appreciated.

Sincerely,

Epres, Erika T.

Erasga, Mizzy Hanna V.

Lumanglas, Kyla A.

Rempillo, Alyssa Marie B.

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(Dr. Santiago G. Ortega Memorial)
City of Iriga

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Appendix B: Survey Questionnaire

I. Rate your level of satisfaction when dining in Chowking by putting a

check in the table below.

5 – Highly Satisfied 4 – Very Satisfied 3 – Neutral 2 – Somewhat Satisfied 1

– Dissatisfied

1. How would you rate your level of satisfaction in Chowking in terms of:
5 4 3 2 1
Your experience in dining
Staff’s service
Accessibility of facility
Sanitation
Prices of food offered

II. Rank each factor depending on your experience in dining in Chowking.

2. How would you rank the factors that influence your level of satisfaction? 1
from being the lowest and 5 is the highest.
_____ Price
_____ Food Choices
_____ Facility
_____ Sanitation
_____ Service
III. Put a check on the line that Chowking needs to improve.
3. Check the factor that affects your satisfaction you think or recommend that
Chowking needs to improve?

_____ Price

_____ Food Choices

_____ Facility
_____ Sanitation
_____ Service
_____ Others, please specify
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City of Iriga

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I. Rate your level of satisfaction when dining in Jollibee by putting a

check in the table below.
5 – Highly Satisfied 4 – Very Satisfied 3 – Neutral 2 – Somewhat Satisfied 1
– Dissatisfied

1. How would you rate your level of satisfaction in Jollibee in terms of:
5 4 3 2 1
Your experience in dining
Staff’s service
Accessibility of facility
Sanitation
Prices of food offered

II. Rank each factor depending on your experience in dining in Jollibee.

2. How would you rank the factors that influence your level of satisfaction? 1 from
being the lowest and 5 is the highest.

_____ Price
_____ Food Choices
_____ Facility
_____ Sanitation
_____ Service
III. Put a check on the line that Jollibee needs to improve.
3. Check the factor that affects your satisfaction you think or recommend that
Jollibee needs to improve?

_____ Price
_____ Food Choices
_____ Facility
_____ Sanitation
_____ Service
_____ Others, please specify
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City of Iriga

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I. Rate your level of satisfaction when dining in Mang Inasal by putting a

check in the table below.
5 – Highly Satisfied 4 – Very Satisfied 3 – Neutral 2 – Somewhat Satisfied 1
– Dissatisfied

1. How would you rate your level of satisfaction in Mang Inasal in terms of:
5 4 3 2 1
Your experience in dining
Staff’s service
Accessibility of facility
Sanitation
Prices of food offered

II. Rank each factor depending on your experience in dining in Mang

Inasal.
2. How would you rank the factors that influence your level of satisfaction? 1 from
being the lowest and 5 is the highest.

_____ Price
_____ Food Choices
_____ Facility
_____ Sanitation
_____ Service
III. Put a check on the line that Mang Inasal needs to improve.
3. Check the factor that affects your satisfaction you think or recommend that
Jollibee needs to improve?

_____ Price
_____ Food Choices
_____ Facility
_____ Sanitation
_____ Service
_____ Others, please specify
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

62

Appendix C: Documentation
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

63

CURRICULUM VITAE

NAME: Erika T. Epres

ADDRESS: Zone 2, San Vicente Sur, Iriga City
CONTACT NUMBER: 09936843830
EMAIL ADDRESS: [email protected]

I. Personal Information

Date of Birth: October 28, 2004 Citizenship: Filipino

Place of Birth: Madrid, Spain Religion: Roman Catholic
Civil Status: Single Sex: Female

II. Educational Background

Elementary: University of Saint Anthony

San Miguel, Iriga City

High School: University of Saint Anthony

San Miguel, Iriga City
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

64

CURRICULUM VITAE

NAME: Mizzy Hanna V. Erasga

ADDRESS: Zone 2, La Purisima, Iriga City
CONTACT NUMBER: 09989360218
EMAIL ADDRESS: [email protected]

I. Personal Information

Date of Birth: April 12, 2005 Citizenship: Filipino

Place of Birth: Balatan, Camarines Sur Religion: Roman Catholic
Civil Status: Single Sex: Female

II. Educational Background

Elementary: San Francisco Elementary School

San Francisco, Iriga City

High School: University of Saint Anthony

San Miguel, Iriga City
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

65

CURRICULUM VITAE

NAME: Kyla A. Lumanglas

ADDRESS: Sta. Elena, Iriga City
CONTACT NUMBER: 09086772975
EMAIL ADDRESS: [email protected]

I. Personal Information

Date of Birth: September 22, 2004 Citizenship: Filipino

Place of Birth: Sta. Elena, Iriga City Religion: Roman Catholic
Civil Status: Single Sex: Female

II. Educational Background

Elementary: Sta. Elena Elementary School

Sta. Elena, Iriga City

High School: University of Saint Anthony

San Miguel, Iriga City
 UNIVERSITY OF SAINT ANTHONY
(Dr. Santiago G. Ortega Memorial)
City of Iriga

SENIOR HIGH SCHOOL DEPARTMENT

66

CURRICULUM VITAE

NAME: Alyssa Marie B. Rempillo

ADDRESS: Topas Proper, Nabua, Camarines Sur
CONTACT NUMBER: 09692463492
EMAIL ADDRESS: [email protected]

I. Personal Information

Date of Birth: August 7, 2004 Citizenship: Filipino

Place of Birth: Puericulture, Iriga City Religion: Roman Catholic
Civil Status: Single Sex: Female

II. Educational Background

Elementary: Topas Impact School

Topas Proper, Nabua

High School: University of Saint Anthony

San Miguel, Iriga City