“The Role of Service Quality and
Customer Satisfaction on Customer’s
Loyalty in Local Coffee Shop Chain in
Lipa City”
BACKGROUND OF THE STUDY
SDG #8 Decent Work and Economic Growth
STATEMENT OF THE PROBLEM
1. What are the demographic profiles of participants involved in the study on customer
loyalty within local coffee shop chains in Lipa City?
2. What is the level of perception of the respondents on the impact of service quality in local
coffee shop chains on customer loyalty in terms of:
3. What is the level of respondents' perception of customer satisfaction's impact on local
coffee shop chains in Lipa City, in terms of:
4. Is there a significant difference in the level of perception of the respondents on the
impact of service quality on customer loyalty when grouped according to profile?
5. Is there a significant difference in the perceived contributions of customer satisfaction to
customer loyalty in local coffee shop chains when grouped according to profile?
6. Does customer satisfaction in local coffee shop chains have a significant effect on the
overall number of customers in Lipa City?
RESEARCH OBJECTIVE
The primary objective of this study is to evaluate customer perceptions of service
quality at local coffee shops in Lipa City. The specific objectives are:
1. To identify the aspects of service quality that customers prioritize in local coffee
shop chains in Lipa City.
2. To analyze the impact of different aspects of service quality on customer
satisfaction within local coffee shop chains.
3. To investigate the relationship between customer satisfaction and customer loyalty
in the context of local coffee shop chains in Lipa City.
4. To provide recommendations for local coffee shop owners on improving service
quality to enhance customer satisfaction and foster loyalty.
HYPOTHESIS
H1: There is a significant relationship between service quality and
customer satisfaction in local coffee shop chains in Lipa City.
H2: Customer satisfaction significantly influences customer loyalty in local
coffee shop chains in Lipa City.
H3: Different dimensions of service quality (e.g., reliability, responsiveness)
have varying impacts on customer satisfaction in local coffee shop
chains in Lipa City.
Conceptual Framework
Operational framework
Data Collection Methods
Operalization of Variables
Significance of the Study
By identifying key service dimensions that influence customer
satisfaction and loyalty, owners can strategically refine their
service offerings, from staff training to improving the
ambiance and product quality. This will not only enhance
customer experiences but also lead to increased customer
retention and competitive advantage in the marketplace.
REVIEW OF RELATED LITERATURE
RESEARCH DESIGN
SAMPLING DESIGN
