Customer Satifaction

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Chapter I

I. Introduction

The findings of this research are mostly useful to those (managers and crews) who intend to give customer satisfaction. The research indicates the most important aspects to give 100% customer satisfaction that will benefit customers and the company as well. In the past few years significant growth has been noticed on Jollibee Foods Corporation. It has been proved that Jollibee Foods Corporation is the fastest and the largest growing company in the industry of fast food chain. Jollibee also operates branches in different countries wherein they focused and value the culture of the countries they are located in. This thesis focused on how Jollibee Foods Corporation managed to keep the good relation with the customer and how to keep them satisfied on every visit.

II. Background of the study

The Jollibee Foods Corporation rose from humble beginnings to be the leading fast food chains in the Philippines. In 1975 it used to be an ice-cream parlor serving hot meals and sandwiches. With the coming of foreign franchise, Jollibee experimented with hamburgers until it came up with a recipe geared for a definitely Filipino flavor. The company’s rapid growth is attributed to its creative and innovative marketing programs, its dedication to research to continuously come up with products that will appeal to the Filipino palate and consistent staff training to provide product knowledge and quality service.  Jollibee’s growth is due to its delicious menu line-up – like its superior-tasting Chickenjoy, mouth-watering Yumburger and Champ hamburger, and deliciously satisfying Jollibee Spaghetti -ably complemented with creative marketing programs, and efficient manufacturing and logistics facilities. It is made possible by well-trained teams that work in a culture of integrity and humility, fun and family-like. Every Jollibee outlet welcomes customers with a clean and warm in-store environment and friendly and efficient service.

And it is this tried and tested formula of delivering great-tasting food, adherence to world class operating standards and the universal appeal of the family values the brand represents that are driving the expansion of Jollibee both locally and in the overseas market.

This study was conducted to investigate all aspects of Customer satisfaction of the Jollibee Foods Corporation as perceived by the Management team.

III. Theoretical Framework

According to the management team and staff of Jollibee Foods Corporation they are following standard rules of the company on how to give good quality on every product they are serving because for them patrons are really important to the company so they should always give the best for them. Also, management team and crew members are well trained on how to handle customers from different walks of life, so when problem arise it is well taken care off. We all know that Jollibee Foods Corporation is a well known company because it is affordable and delicious foods patronized not only by the kids but the adults as well. They are keeping their good company image with a tag line of “Sa Jollibee beeda ang saya” that surely pertains on how to keep every customer satisfied on every visit.

IV. Conceptual Framework

The figures shown are the main factors on how to achieve customer satisfaction based on the problems en countered by the Jollibee foods Corporation.

V. Statement of the Problem

General Problem

The purpose of this study is to how to keep the customer satisfaction of Jollibee Foods Corporation. The study intends to fill such weaknesses in the proponents found.

1. Availability of the product.

2. How to handle customer.

3. Quality of the product served.

4. Cleanliness and condition of the store

VI. Null Hypothesis...
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