Thesis

ANALYSIS OF CUSTOMER SERVICE OF COFFEE BEAN AND TEA LEAF
IN TRINOMA MALL, QUEZON CITY

An Undergraduate Thesis Presented to
The College of Tourism and Hospitality Management
Asian College of Science and Technology

In Partial Fulfillment of the Requirements for the Degree
Bachelor of Science in Hospitality Management

Von Ryan N. Visco

March 2012

CERTIFICATE OF ACCEPTANCE

This is to certify that this undergraduate thesis entitled “Analysis of customer service of Coffee Bean and Tea Leaf” and submitted by, “Von Ryan N. Visco” to fulfill part of the requirements for the Degree of Bachelor of Science in Hospitality Management, was successfully defended and approved on March 30, 2012.

Chef Stanley Santos
Deputy Program Director Panel

Ms. Jennifer Bolito

College of Tourism and H.M Thesis Committee

Prof. Marisse Sia Africa
Thesis Adviser

ACKNOWLEDGEMENT

The researcher would like to thank the following for being a part of the accomplishment of this study.

First and for most, to our Almighty God, our Savior and Protector in everything that I do. For the blessings that He had given to finish this research and by giving me the support that I need when I am in struggle. To the researcher’s parents and guardians, for giving the support in each day. Thank you for giving the researcher enough money to produce this research, materials, and emotional support that the researcher needs. To my fellow classmates Godwin Rubio, Denmark Alonzo and Peter Eli Buluran for giving me such support and the same hardship and enjoyment of conducting a study, may God bless us and keep us together by heart. To the friends and special people who joined in bearing the same burden and fulfillment in accomplishing and conducting this study. To Professor Marisse Sia Africa, thank you the support and patience you have given and finding a hard time to review our study. To our panelist, for accepting the invitation and taking part in this thesis.

Lastly to the Respondents, the customers of Coffee Bean and Tea Leaf and the Coffee Shop itself, thank you for the warm welcome and cooperation. The researcher is grateful for having you as the subject. Your participation is gladly appreciated.

* The Researcher -

DEDICATION This thesis is dedicated to the people behind this study. Without their support and participation, this study will not be conducted and finalized. To Almighty God, thank you for the strength that you have given for us to pursue this study. To the parents of the researcher, by giving the moral, spiritual and financial support.

The researcher is very thankful to supervisor of this study, Ms. Marisse Sia Africa, whose encouragement, guidance and support from the start up to the final touch of this research enabled us to develop an understanding of the subject.
Lastly, I send my regards and blessings to those people who supported the researcher in any respect during the completion of the project.

Table of Contents Pages
Title Page i
Certificate of Acceptance ii
Acknowledgement iii
Dedication iv
Table of Contents v
I. Introduction 1
Background of the study 1
Statement of the problem 3
Significance of the study 4
Scope and Delimitations 5
Definition of terms 5
II. Review of Related Literature and Studies 8
Foreign Studies 10
Local Studies 16
Synthesis 28
Conceptual Framework 30
III. Research Methodology 31
Methodology 31
Research Design 31
Research Locale 31
Sample and Sampling Techniques 32
Instrumentation 32
Procedure 32
Statistical Analysis of Data 32
IV. Presentation, Interpretation and Analysis of Result 34- 49
V. Summary, Conclusion and Recommendation 50
Summary 50
Conclusion 50
Recommendation 52
Bibliography 54
Appendix 1 56
Appendix 2 62
Appendix 3 64

Bibliography: 54 Appendix 1 56 Appendix 2 62 Appendix 3 64