A Study on Customer Satisfaction
LEVELS OF CUSTOMER’S SATISFACTION AT TOOTSIE’S RESTAURANT,
TAGAYTAY CITY
A Thesis Presented to the Faculty of the College of International Tourism and Hospitality Management
Lyceum of the Philippines University – Cavite
In Partial Fulfillment
Of the Requirements for the Degree of
Bachelor of Science in International Hospitality Management with specialization in Hotel and Restaurant Administration
By:
Gerard T. Cadiz
Ma. Angelica C. de Guzman
Ma. Jenine Alexis T. Ebue
Patrick L. Leyson
Mark Anthony R. Solano
ABSTRACT
Cadiz, Gerard T., de Guzman, Ma. Angelica C., Ebue, Ma. Jenine Alexis T., Leyson, Patrick L., Solano, Mark Anthony R. Lyceum of the Philippines University – Cavite Campus. March 2013. “Levels of Customer’s Satisfaction at Tootsie’s Restaurant, Tagaytay City.” Thesis Adviser: Ms. Elma Gappe The research study focused on the satisfaction level of the customers at Tootsie’s Restaurant in Tagaytay City to know if the restaurant is competent enough and if they are meeting or exceeding the customer’s expectations from their establishment. This research was conducted to determine the levels of customer’s satisfaction. Specifically, it aims to: (1) understand furthermore the importance of customer satisfaction in an establishment; (2) determine if the customers are satisfied or not in terms of the food, service, facilities and location of Tootsie’s Restaurant. This research made use of the Descriptive Research Design in order to gather data about the levels of customer’s satisfaction at Tootsie’s Restaurant. It also detailed the respondent’s profile in terms of age, gender, citizenship, civil status, place of residence and occupation. The respondents of this study came from the customers at Tootsie’s Restaurant on the day of data gathering. Accidental Sampling was the method used in this study to determine the number of respondents. The statistical methods that were used to interpret the data gathered were the Frequency Count and Percentage and the
TAGAYTAY CITY
A Thesis Presented to the Faculty of the College of International Tourism and Hospitality Management
Lyceum of the Philippines University – Cavite
In Partial Fulfillment
Of the Requirements for the Degree of
Bachelor of Science in International Hospitality Management with specialization in Hotel and Restaurant Administration
By:
Gerard T. Cadiz
Ma. Angelica C. de Guzman
Ma. Jenine Alexis T. Ebue
Patrick L. Leyson
Mark Anthony R. Solano
ABSTRACT
Cadiz, Gerard T., de Guzman, Ma. Angelica C., Ebue, Ma. Jenine Alexis T., Leyson, Patrick L., Solano, Mark Anthony R. Lyceum of the Philippines University – Cavite Campus. March 2013. “Levels of Customer’s Satisfaction at Tootsie’s Restaurant, Tagaytay City.” Thesis Adviser: Ms. Elma Gappe The research study focused on the satisfaction level of the customers at Tootsie’s Restaurant in Tagaytay City to know if the restaurant is competent enough and if they are meeting or exceeding the customer’s expectations from their establishment. This research was conducted to determine the levels of customer’s satisfaction. Specifically, it aims to: (1) understand furthermore the importance of customer satisfaction in an establishment; (2) determine if the customers are satisfied or not in terms of the food, service, facilities and location of Tootsie’s Restaurant. This research made use of the Descriptive Research Design in order to gather data about the levels of customer’s satisfaction at Tootsie’s Restaurant. It also detailed the respondent’s profile in terms of age, gender, citizenship, civil status, place of residence and occupation. The respondents of this study came from the customers at Tootsie’s Restaurant on the day of data gathering. Accidental Sampling was the method used in this study to determine the number of respondents. The statistical methods that were used to interpret the data gathered were the Frequency Count and Percentage and the
References: Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). “Marketing Metrics: The Definitive Guide to Measuring Marketing Performance” Mark Gaskamp (2008) Andaleeb, S.S., Conway, C. (2006). “Customer Satisfaction in the Restaurant Industry: an examination of the transaction-specific model. Journal of Service Marketing. Lynda Moultry Belcher (2006). “Customer Satisfaction in the Hospitality Industry” Carly Frennea (2010) Barb Lyon (2010). “How to Ensure Strong Customer Service and Customer Satisfaction” Terry G A Guide to Creating, Conducting, Analyzing, and Reporting Customer Measurement Program” Nigel Hill, Greg Roche and Rachel Allen (2007) Craig Cochran (2003). “Customer Satisfaction. Tools, Techniques, and Formulas for Success.” Paul Szwarc (2005) LETTER TO CONDUCT SURVEY: February 23, 2013