Customer Satisfaction in Hospitality Industry

Topics: Customer service, Customer, Tertiary sector of the economy Pages: 13 (3474 words) Published: February 9, 2013
MIRANDA, JAMIE G. 02 | 11 | 13

“Customer Satisfaction of Mcdonalds in Halang, Calamba City Laguna”


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.


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 lifestyle, ready-to-cook and ready-to-eat meals have become greatly in demand. One of the fast developing and expanding industry in the Philippines is the food service industry. The food service industry is sought after by a growing number of people who want to have filling meals in the shortest time and at the most reasonable price. The total market in 2000 for the fast food segment was over Php30 billion (Palma, 2005).

Due to customers’ increased quality consciousness, retailers are now mindful of providing high quality food, which conforms to the taste of the consumers, as well as the speed and efficiency of service in a clean environment. The high rate of competition has made these factors necessary for the growth of the retail food industry (Palma, 2005).

Getting involved into the food service business requires knowledge of principles of management. Food can affect the health of the consumers. The owner of manager must ensure the quality of food being served to its customers. Considerations are made on the menu planning, quantity production, food pricing, sanitations of area and preparation procedures. Honest and prompt service should be included in the priority plans of the owner. Menu planning as one of the basic component of a food service industry is defined as the scheduling of meals to be served. A properly designed menu can bring higher customer satisfaction and improved sales and income in favor of the clients as well as business operator. Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced score card. Organizations need to retain existing customers while targeting non-customers (John, 2003).

Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an...
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