A Study on Customer Satisfaction

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LEVELS OF CUSTOMER’S SATISFACTION AT TOOTSIE’S RESTAURANT, TAGAYTAY CITY

A Thesis Presented to the
Faculty of the College of International Tourism and Hospitality Management Lyceum of the Philippines University – Cavite

In Partial Fulfillment
Of the Requirements for the Degree of
Bachelor of Science in International Hospitality Management with specialization in Hotel and Restaurant Administration

By:
Gerard T. Cadiz
Ma. Angelica C. de Guzman
Ma. Jenine Alexis T. Ebue
Patrick L. Leyson
Mark Anthony R. Solano
ABSTRACT

Cadiz, Gerard T., de Guzman, Ma. Angelica C., Ebue, Ma. Jenine Alexis T., Leyson, Patrick L., Solano, Mark Anthony R. Lyceum of the Philippines University – Cavite Campus. March 2013. “Levels of Customer’s Satisfaction at Tootsie’s Restaurant, Tagaytay City.” Thesis Adviser: Ms. Elma Gappe

The research study focused on the satisfaction level of the customers at Tootsie’s Restaurant in Tagaytay City to know if the restaurant is competent enough and if they are meeting or exceeding the customer’s expectations from their establishment. This research was conducted to determine the levels of customer’s satisfaction. Specifically, it aims to: (1) understand furthermore the importance of customer satisfaction in an establishment; (2) determine if the customers are satisfied or not in terms of the food, service, facilities and location of Tootsie’s Restaurant.

This research made use of the Descriptive Research Design in order to gather data about the levels of customer’s satisfaction at Tootsie’s Restaurant. It also detailed the respondent’s profile in terms of age, gender, citizenship, civil status, place of residence and occupation.

The respondents of this study came from the customers at Tootsie’s Restaurant on the day of data gathering. Accidental Sampling was the method used in this study to determine the number of respondents.

The statistical methods that were used to interpret the data gathered were the Frequency Count and Percentage and the Weighted Mean.
As the result of this study, it showed that the customers were satisfied with the food, services, facilities and location of Tootsie’s Restaurant. Specifically, the climate of the place ranked as the number one factor that contributes to the satisfaction of the customers.

Therefore, this study shows that Tootsie’s Restaurant in Tagaytay City was able to provide its customers the quality service and they have also met and exceeded the expectations of the customers. Thus, making the customers satisfied.

ACKNOWLEDGEMENT

The researchers would like to thank the following who helped them on making this study possible. This study would not have been possible without the guidance and the help of several individuals who in one way or another contributed and extended their valuable assistance in the preparation and completion of this study.

First, to our Almighty God for showering us with all the blessings we need and for always making us safe wherever we may be, for giving us the gift of knowledge and for always reminding us to stand up and never give up.

Second, to our families who were always there for us, for their never-ending support, financially, physically and emotionally and for the encouragement, love and guidance that they keep on giving us.

Third, to Ms. Elma Gappe, our thesis adviser. Our statistician, Ms. Lynette Perido; our grammarian, Ms. Haide Sorosoro and to all the faculty members who validated this study, thank you very much for sharing your knowledge, thoughts, time, patience and guidance that enable us to finish this study.

Lastly, to our friends and love ones that serves as our inspiration for us to keep going and strive hard to complete this study.

TABLE OF CONTENTS

CONTENTSPAGE

Title page…………………………………………………………………………..…..…..1 Abstract…………………………………………………………………………….…..….2 Acknowledgement………………………………………………………………….….…..4 Table of Contents………………………………………………………………….….……5 List of...
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