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Customer Satisfaction in Hospitality Industry

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Customer Satisfaction in Hospitality Industry

Page 1 of 13
MIRANDA, JAMIE G. 02 | 11 | 13
3HRM3 – TECHNICAL WRITING FOR BUSINESSMS. B. BAUTISTA

I. PROPOSED TITLE
“Customer Satisfaction of Mcdonalds in Halang, Calamba City Laguna”

II. TENTATIVE STATEMENT OF THE PROBLEM

Restaurant customers are different that the meal being served should cater to many type of client possible to maximize sales and profit. Various factors that will contribute to increased benefaction and income are food preference by age, gender, income and appreciation factor like texture, aroma and taste.

Therefore, this study analyzed how menu planning satisfies the customers of Mcdonalds in Halang, City of Calamba Laguna.

Specifically, this study aimed to answer the following problems: 1. What is the demographic profile of the customer of the Mcdonalds in terms of: 1. age; and
2. gender
2. What is the level of customer satisfaction of Mcdonalds in terms of: A. Appreciation factor
2.1a. taste
2.2a. presentation
2.3a. aroma
B. Customer satisfaction
2.1b. price
3. Is there significant differences?
3.1 between male and female respondents in terms of appreciation factor and customer satisfaction. 3.2 among age groups (teenagers 15-19, young adults 20-29, adults 30 onwards) in terms of appreciation factor and customer satisfaction.

III. INTRODUCTION

Filipinos are known to be food lovers. Food is linked with its culture and tradition. In Filipino family, food accounts for 43 percent of total expenditure (Palma, 2005).

It has been a part of the Filipino culture to dine out during work breaks and when celebrating different occasions. More so, eating has a lucrative business. Food is a brisk business in the Philippines. Women traditionally do the cooking in Filipino households; however most of them are already preoccupied with work-related concerns, thus they buy cooked food, have it delivered or they dine out. Because of today’s fast-paced...