University of Cebu-Banilad Library

Thesis (Degree of Bachelor of Science in Hotel and Restaurant Management) -- University of Cebu-Banilad, 2019.

Contents: Chapter 1. The Problem and its Scope -- Chapter 2. Presentations, Analysis and Interpretation of Data -- Chapter 3. Summary of findings, Conclusion and Recommendations.

Summary: Providing and maintaining customer satisfaction is one of the biggest challenges in the milk tea industry. Sequentially to increase customer satisfaction, owners must attempt better services through service quality. This study aimed to survey the level of customer satisfaction in a milk tea shop in Cebu. This study sought to address the following: First, the profile of the respondents regarding age, gender and occupation. Second, the customers perception of the milk tea's taste, amount of pearls, price, visual packaging, and varieties of flavors. The third is the significant relationship between the respondent's profile and their level of customer satisfaction of the selected milk tea shops. The study utilized a descriptive research design using a researcher-made questionnaire, which was completed by the respondents to determine the relationship between the profile of respondents and their level of customer satisfaction. The study was responded by randomly chosen 150 customers in Dakasi, Bubble Tea Station and Chatime. Data were treated using the simple percent, and weighted mean. The results showed that the customers perceived excellent in the milk tea's performance. Overall the questionnaire appears that milk tea is working. However, improvements was already made.

HRM

English