University of Cebu-Banilad Library

Thesis (Degree of Bachelor of Hotel and Restaurant Management) -- University of Cebu- Banilad, 2018.

Summary: Keeping and providing customer satisfaction is one of the biggest challenges in the industry of business nowadays. Sequentially, to increase customer satisfaction and customer loyalty, owners must seek knowledge about their customer's feedback to their establishment to improve their service quality. The study aims to determine the level of customer satisfaction of the selected coffee shops in Cebu City as perceived by its customer and help the establishment determine what lacks their services for them to gain customer loyalty and better customer service. The researchers will use the result of this study for a proposed intervention plan. The study was conducted at the two (2) selected Coffee Shops in Cebu City. There were forty (40) chosen respondents all in all. This study used a descriptive survey method utilizing a researcher- made questionnaire to gather data. Simple percentage, weighted mean, and chi-square were the statistical treatment used for the data analysis. This results showed that more male respondents patronize the coffee shops as compared to female. Most were ages 28-37. Majority of them were single and are Filipinos. Coffee, customer service, ambiance, and other amenities were highly satisfying. Also, a significant relationship was noted between three (3) sets of paired variables: gender, civil status, and nationality & level of satisfaction. However, a unanimous of no significant relationship was detected. Overall, there is no significant relationship between the personal profile of the respondents and perception with the coffee shop's coffee, services, and amenities. Hence, the null hypothesis was accepted. The study concludes that the level of customer satisfaction of the selected coffee shops in Cebu City is highly satisfying.

HRM

English