A Study on Customer Satisfaction

Powerful Essays
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



References: Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). “Marketing Metrics: The Definitive Guide to Measuring Marketing Performance” Mark Gaskamp (2008) Andaleeb, S.S., Conway, C. (2006). “Customer Satisfaction in the Restaurant Industry: an examination of the transaction-specific model. Journal of Service Marketing. Lynda Moultry Belcher (2006). “Customer Satisfaction in the Hospitality Industry” Carly Frennea (2010) Barb Lyon (2010). “How to Ensure Strong Customer Service and Customer Satisfaction” Terry G A Guide to Creating, Conducting, Analyzing, and Reporting Customer Measurement Program” Nigel Hill, Greg Roche and Rachel Allen (2007) Craig Cochran (2003). “Customer Satisfaction. Tools, Techniques, and Formulas for Success.” Paul Szwarc (2005) LETTER TO CONDUCT SURVEY: February 23, 2013

You May Also Find These Documents Helpful

  • Powerful Essays

    A STUDY ON THE CUSTOMER SATISFACTION OF BIG BAZAAR WITH SPECIAL REFERENCE TO PAZHAVANGADI STORE PROJECT REPORT Submitted to Amrita Vishwa Vidyapeetham, School of Arts & Sciences for fulfillment of the requirement for the award of the Degree of Bachelor of Business Management. BY ASWATHY ACKNOLWLEDGEMENT I use it as it privilege to thank Mr.Bijith, HR, Big Bazaar Pazhavangadi and Mr.Satheesh.DM of Electronics Department for giving me and guidance to do this project…

    • 3061 Words
    • 13 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 3334 Words
    • 14 Pages

    | Chapter 1 Introduction 1.1 Background Customer Satisfaction is one of the most important issues concerning business organizations of all types, which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. Thus, customer satisfaction measurement may be considered as a most reliable feedback considering that it provides in an effective, direct, meaningful and objective way regarding the clients’ preferences and expectations…

    • 3334 Words
    • 14 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 8300 Words
    • 34 Pages

    quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model Ling Zhao a, Yaobin Lu a,⁎, Long Zhang a,⁎, Patrick Y.K. Chau b a b School of Management, Huazhong University of Sci. and Tec. Wuhan 430074, China School of Business, The University of Hong Kong, Hong Kong, China a r t i c l e i n f o a b s t r a c t Understanding the antecedents and consequences of customer satisfaction in the mobile communications…

    • 8300 Words
    • 34 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 3204 Words
    • 13 Pages

    Customer Satisfaction & how can we measure it By: Omid Nasrollah Mazandarani BACKGROUND OF THE WRITER As a student of Masters of Business Administration specialization in general management with the background of Bachelor of Industrial engineering the writer has four years experiences in the automobile industry. These experiences and background help me to understand the role of customer satisfaction in terms of organization profitability. Abstract: This proposal examines customer…

    • 3204 Words
    • 13 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 3726 Words
    • 15 Pages

    An Overview of Customer Satisfaction Models Willard Hom, M.B.A. Interim Director of Research Policy, Planning & External Affairs Division Chancellor’s Office, California Community Colleges Abstract The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. Such models clarify various theories about customer satisfaction, making research and analysis…

    • 3726 Words
    • 15 Pages
    Powerful Essays
  • Good Essays

    customer satisfaction

    • 8155 Words
    • 33 Pages

    acquires significance in the sustained business growth . The quality of the service rendered by bank has a significant bearing on the psyche of the customer. The relationship between a bank and its customer is not a one time, transitory relationship , but a relatively permanent and enduring one . “ Customer is the most important visitors in our premises. He is not dependent on us. we are dependent on him. He is not an interruption in our work. He is he is the…

    • 8155 Words
    • 33 Pages
    Good Essays
  • Powerful Essays

    Customer Satisfaction

    • 11178 Words
    • 45 Pages

    A SUMMER TRAINING PROJECT REPORT ON “CUSTOMER SATISFACTION ON ICICI BANK” Submitted in the partial fulfillment for the award of Degree of Bachelor in Business Administration 2010-13 UNDER THE GUIDANCE : SUBMITTED BY: Ms.Sonia Arora Jacob Varghese FACULTY (Management), CPJCHS Enroll.No.-10421501710 BATCH NO.- 2010-13 CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES & SCHOOL OF LAW An ISO 9001:2008 Certified Institute…

    • 11178 Words
    • 45 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 5407 Words
    • 22 Pages

    Kotler “Satisfaction is a feeling of pleasure (or) disappointment resulting from comparing through perceived performance in relation to his her exception”. Since customer satisfaction is an important goal of any marketing program it is necessary to establish factors which help satisfy the customers. * Quality * Fair price * Economic & Efficient * Efficient delivery * Serious consideration After sales service Meaning of customer Satisfaction Customer “He is…

    • 5407 Words
    • 22 Pages
    Powerful Essays
  • Powerful Essays

    Customer Satisfaction

    • 5880 Words
    • 24 Pages

    CHAPTER 1 INTRODUCTION INTRODUCTION ABOUT THE STUDY Under the modern marketing concept all marketing activities have to centre the consumer. Effective marketing therefore requires a clear picture of the consumer characteristics. Hence, it is the duty of business concern to study such factors to understand the consumer’s preference. Indian automobile industry is an ever growing industry. The industry has changed from being a seller’s market to a buyer’s market. Brand and media proliferation, information…

    • 5880 Words
    • 24 Pages
    Powerful Essays
  • Satisfactory Essays

    Customer Satisfaction

    • 552 Words
    • 3 Pages

    A PROJECT REPORT ON “A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI” Submitted to Pt. Ravishankar Shukla University, Raipur In the partial fulfillment for the awarded of the degree Bachelor of Business Administration Session 2009 – 2012 Submitted By: VIKASH GAVEL…

    • 552 Words
    • 3 Pages
    Satisfactory Essays