Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ

INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CHAPTER 1

The Problem and Its Background

Introduction

Customer satisfaction plays an important role in the

total business trend for the transaction and other business

activities. People consider the other outcomes of other

consumers in determining their own satisfactions within a

transaction. Companies now recognized that the economy had

changed. Nowadays, multi-tasking individuals increased

their expectations and preferences including the products

and services that they purchase. Measuring customer’s

satisfaction is relatively fascinating and is one of the

newest concepts to many companies which are previously

focused on the income statements and balance sheets.

Also, increased competition with little product

differentiation but has continual sales growth have

indicated today’s competitors that their focus must change.

Customer service is another important factor to be

considered, retailers build a sustainable competitive

advantage by offering customer service.

In a fine dining restaurant or in any

establishments, we all knew that the customers are

1
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

the main tools to make the company or restaurant

grow and increase their profit.

This research will show you how important

customer’s satisfaction and how customers will react

not only to the services but also in the atmosphere

that the company has. The researchers encountered

most common problems on how you restaurants the

customer and the different kinds of services they

can provide. Moreover, in this research, the

researchers wants to know what kind of people or

customers they want to conduct a survey, their age,

gender, and civil status.

Theoretical Framework

Thomassen defines customer satisfaction as

follows: “the perception of the customer as a result

of consciously or unconsciously comparing his

experiences with his expectations”. Kotler & Keller

build on this definition, stating that customer

satisfaction wass determined by “the degree to which

someone is happy or disappointed with the observed

performance of a product in relation to his or her

expectations”. Performance that is below

2
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

expectations leads to a dissatisfied customer, while

performance that satisfy expectations produces

satisfed customers. Expectations being exceeded

leads to a “very satisfied or even pleasantly

surprised customer”

Conceptual Framework

This study is guided by the model Input,

Process and Output presented in the 1st figure.

Frame 1 contains the demographic profile of the

respondents, which includes years of service and

designation.

Frame 2 focused on the data gathering through the

use of the survey questionnaire as the main tool.

After gathering, the analysis and interpretation of

the data gathered using the statistical treatment

for the study.

Frame 3 presents the expected outputs of the study

such as the identification of the level of

satisfaction of the customers of the fine dining

restaurants, essential recommendations on how to

enhance the customer satisfaction techniques.

3
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Input Process Output

1. What is Conduct Improves the
demographic readings service that
profile of regarding to the customer
the the topic. is needed.
customer’s in
a fine dining
restaurants?
2. What is Conducting Build loyal
the level of site visit of and devoted
the the Fine customers that
customer’s Dining are willing to
satisfaction Restaurants. recommend your
in the company to
selected fine other.
dining Development of
restaurant in the survey
terms of? questionnaire. Delivered
3. is the
great
demographic
of the experience.
customer’s Administering
has and retrieving
significant the Enthusiastic
relationship questionnaire. about trying
to the level the new
of customer products and
satisfaction? Arranging and service.
4. Based on analyzing and
the findings,
interpreting
what
the data.
motivation
program maybe
proposed?

FEEDBACK

Figure 1. Conceptual Framework of the Study

4
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Statement of the Problem

The study aims to determine the relationship

between service and customer satisfaction.

1. What is the demographic profile of the customer’s

in a fine dining restaurants in terms of:

1.1 AGE;

1.2 GENDER; AND

1.3 CIVIL STATUS

2. What is the level of the customer’s satisfaction in

the selected fine dining restaurants as to:

2.1 SPECIALTY FOOD;

2.2 PRICING;

2.3 AMBIANCE;

2.4 FACILITIES AND AMENITIES; AND

2.5 LOCATION

3. Is the profile of the customer’s has significant

relationship to the level of customer’s

satisfaction?

4. Based on the findings what enhancement plan maybe

proposed?

5
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Hypothesis

The customers are satisfied with the service of

the restaurants in terms of specialty food, pricing,

ambiance, facilities and amenities, and locale.

Scope and Limitation of the Study

The scope of the study covers the customer’s

satisfaction in selected fine dining restaurants

which are the TGI Friday, Italiannis Restaurant, and

Mediterranean.

Also, the study focused on the age, gender and

civil status in choosing respondents. That, any

variables not mentioned will is not covered by the

study.

Significance of the Study

The present study will help to understand and

evaluate the customer’s satisfaction in selected

fine dining restaurants.

Students. Since they are the mere consumers,

this study will help them in understanding how they

6
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

are being satisfied and make actions on their

concerns.

Restaurant Owners. The result of this study

will give them more ideas on how to increase the

level satisfaction they are providing their

customers. Also, to influence other business owner

at stake.

Future Researchers. The result of this study

will give them ideas whenever they think to do same

study or improve one. This may be a future

references.

Definition of Terms

Using sources and other data, the following

were defined in the future understanding the study:

Accessibility refers to the design of products,

devices, services, or environments for people who

experience disabilities.

Ambiance refers to the cleanliness, elegance and

interior design of the environment and surroundings

that the restaurants have.

7
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Customer a person or organization that buys goods or

services from a store or business.

Enhancement to increase or to improve.

Fine Dining a style of eating that usually takes

place in expensive restaurants, where especially good

food is served to people, often in a formal way.

Hypothesis an idea or theory that is not proven but

that leads to further study or discussion.

Location a place or position.

Paradigm a theory or a group of ideas about how

something should be done, made, or thought about.

Pricing the pricing refers to the price how

reasonable, affordable and how competitive the price

given to the customer’s.

Profile a brief written description that provides

information about someone or something.

Quality Service the term quality service refers to

the customer’s being served on how bad or good the

quality of service being given.

Questionnaire a written set of questions that are

given to people in order to collect facts or opinions

about something.

8
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Restaurant a place where people pay to sit and eat

meals that are cooked and served on the premises.

Satisfaction is a tool utilized by marketers so that

they may be as efficient as possible with advertising

products or services and identifying any possible

gaps in their marketing strategy.

Service the action of helping or doing work for

someone.

9
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CHAPTER 2

Review of Related Studies and Literature

This chapter contains the information derived

from the different sources such as books, electronic

books and internet sources to emphasize and give

support to the ideas and views regarding the

research. This also includes the related literature

and studies both foreign and local which are relevant

to the study.

Local Literature

Dineshkumar (2013) indicated that customer

satisfaction is the key factor in knowing the success

of any retail store or business; therefore, it is

very important to measure it and to find the factors

that affect the customer satisfaction. Customers most

likely to appreciate the goods and services they buy

if they have been specially produced for them or for

people like them. It should always be kept evaluated

in order to get feedback for the products and

services in order to develop it further with wide

customization. Customer satisfaction levels can be

10
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

measured using survey techniques and questionnaires.

Gaining high levels of customer satisfaction is very

important to a business because satisfied customers

are most likely to be loyal, place repeated orders

and use a wide range of services offered by a

business.

Esmaeili et al (2013) argues that customer

satisfaction as a state of mind where the customers

think that the product features are compatible with

their personal expectations.

Foreign Literature

Kotler et al 2013 says that it is predetermined

by how the expectations of the customer are met.

Customer satisfaction is directly connected to

customers’ needs. The degree to which these needs are

fulfilled determines the enjoyment in the case of

conformity or disappointment from discrepancy.

According to Kotler et al (2014), creating

loyal customers is at the heart of every business,

because it is the key to long term marketing success.

11
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

According to them, creating strong connection with

customers is the dream of any marketer specially the

service sector.

Local Studies

Sunto et al. (2012) states that Customer loyalty

may be a one-time program or incentive, or an ongoing

group of programs to entice consumers. Buy-one-get-

one-free programs were very popular, as purchases

that come with rebates or free gifts.

Results in a study conducted by Allegra

Strategies Limited (2011) revealed that 10% of

respondents identified bar or pub restaurants as one

of the fastest growing food and beverage business

types in 2020. The success of bar and restaurant

enterprises is very evident especially in the

Philippines where almost every town or city has one

or more of this type of restaurant. A bar and

restaurant, or resto‐bar, is a retail food service

establishment that serves alcoholic, non‐alcoholic,

and mixed drinks for consumption on the premises

12
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Foreign Studies

Deng et al. (2010). State that it is crucial to

know what customers value most and helps firms

allocating resource utilization for continuously

improvement based on their needs and wants. The

findings of Customer Satisfaction Index (CSI) studies

can serve as predictors of a company’s profitability

and market value.

Synthesis

Customer satisfaction is very important in any

businesses. It is important to know what the

customers needs and wants to meet their expectation

that leads to good satisfaction not only to the

customers but it will have a good impact in the

restaurants company. It is important to have a good

connec'tion to the customers like Philip Kotler said

that “creating loyal customers is at the heart of

every business”, because it is the key to long term

marketing success. In today’s generation, many

business creates new trends to attract their

customers, and to compete to other players to gain

more loyal customers in their company. But in any

13
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

trends today they have created the most important

thing is how they serve the customers well to get the

good satisfaction they want.

This review of related literature and studies

proved that customer’s satisfaction plays a very

important role to any businesses especially in

restaurants that should serve their customers well

for the success of their business.

14
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CHAPTER 3

Methodology

This chapter presents the research design, the

respondents and the sampling techniques, the research

instruments used in gathering data, the data

gathering procedures and the statistical treatments

of data.

Research Design

Since the study attempted to determine the

customer satisfaction in selected fine dining

restaurants: basis for enhancement plan, the

descriptive method of research was used.

The customer respondents were described as to

their frequency of visiting fine dining restaurants

establishments and usual time dining in, it also a

co-relation research for it attempted to determine

the relationship that exist among the restaurant

variables that have bearing customer satisfaction.

Descriptive method of research is a fact finding

study with adequate and accurate interpretation on

the findings, it described what is, with emphasis on

15
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

what actually exist such as current condition,

practices, situation or any phenomena.

Population and Sample

Table 1

Sample Coverage of the Respondents in the Study

Fine Dining Restaurants No. of Customers

TGI Friday Restaurant 20

Italiannis Restaurant 20
Mediterranean Restaurant 20
Total 60

The respondents of the study came from three (3)

different selected fine dining restaurants.

Therefore, there were sixty (60) selected customers

from the three (3) chosen fine dining restaurants.

Twenty (20) respondents per fine dining restaurant.

There are an overall total number of sixty (60)

respondents in the study.

The researchers used the stratified sampling as

the respondents were classified as customers. It also

employed quota sampling since the authors had set

16
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

definite number of respondents as according to their

availability or willingness in becoming a respondent.

Respondents of the Study

The study involved sixty (60) customers from the

three (3) selected fine dining restaurants.

Research Instrument

The primary instrument used to gather the

necessary data was a questionnaire, which was

formulated by the researcher.

The first questionnaire tried to elicit

information regarding the profile of the customer

respondents. It is also further determine the level

of the customer’s satisfaction on the services,

products and facilities offered by the fine dining

restaurant. The second questionnaire was the basis of

the customer’s for their satisfaction in terms of

specialty food, pricing, ambiance, facilities and

amenities; and location.

17
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

To facilitate the analysis of data the

numerical rating scale was used. Each of the

indicators was interpreted as the following;

For the Customer Respondents:

Weighted Mean Range Verbal Interpretation

4.50 – 5.00 Highly Satisfied

3.50 – 4.49 Moderately Satisfied

2.50 – 3.49 Uncertain

1.50 – 2.49 Moderately Unsatisfied

1.00 – 1.49 Highly Unsatisfied

Data Gathering Procedure

The researchers used the following procedure in

this study. (1)Online resources,(2) thesis,(3) books

and (4) other materials were used as primary sources

of data to formulate the questionnaire to be given to

respondents. It also gave more idea and information

on the said topic. The questionnaire focused on

customer’s satisfaction in the given fine dining

restaurants, which served as inputs on the

enhancement of customer satisfaction techniques.

18
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Moreover, the researchers asked a request or

permission for the approval to conduct a study from

the management of the selected fine dining

restaurants where the questionnaires were presented

for their pursuant. The collected data were

organized, analyzed and interpreted.

Statistical Treatment of Data

Statistical method is as to bring light answer

to the problem stated in the statement of the

problem. The data gathered in the study were

subjected to the following:

1. Frequency and Percentage Distribution was used

so as to describe the characteristic of the

respondents.

2. Weighted Mean is used to compute for the level

of satisfaction of the customers.

3. Ranking – Used to determine the order of the

data being presented.

4. The Chi-Square Test of Independence Formula

19
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

𝑜−𝑒 2
𝑋2 = ∑ ( )
𝑒

Where:

𝑥 2 = Chi-Square test

O = Observed Frequency

E = Expected Frequencies

∑ = Summation

5. Likert scale.

Range Scale Verbal Interpretation

4.50 – 5.00 5 Highly Satisfied

3.50 – 4.49 4 Moderately Satisfied

2.50 – 3.49 3 Uncertain

1.50 – 2.49 2 Unsatisfied

1.00 – 1.49 1 Highly Unsatisfied

20
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CHAPTER 4

Presentation, Analysis, and Interpretation of Data

This chapter contains the presentation,analysis,

and interpretation of the data gathered to answer the

problems in this study. This part also represent the

collective data from the sixty (60) qualified

respondents.

Sub-problem no.1 What are the demographic profiles

respondents in terms of:

1.1 AGE;

Table 2

Frequency, Percentage and Ranking of the Demographic

Profiles of the Respondents as to Age

Criteria Frequency Percentage (%) Rank

21 below 8 13.3 4.5
21-23 14 23.3 1.5
24-26 8 13.3 4.5
27-29 6 10.0 6
30-32 14 23.3 1.5
33 above 10 16.7 3
Total 60 100.0
As shown in Table 2, age of 21-23 and 30-32 have

14 respondents or 23.3 percent rank 1.5, age 33 above

have 10 respondents or 16.7 percent rank 3, 21 below

and 24-26 have 8 respondents or 13.3 percent rank 4.5

21
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

1.2 Gender

Table 3

Frequency, Percentage and Ranking of the Demographic

Profiles of the Respondents as to Gender

Criteria Frequency Percentage (%) Rank

Male 27 45.0 2
Female 33 55.0 1
Total 60 100.0
Table 3 shows that 33 or 55 percent are female

respondents while 27 or 45 percent are male

respondents.

1.3 Civil Status

Table 4

Frequency, Percentage and Ranking of the Demographic

Profiles of the Respondents as to Civil Status

Criteria Frequency Percentage (%) Rank

Single 39 65.0 1
Married 20 33.3 2
Divorced 1 1.7 3
Total 60 100.0
Table 4 illustrates that most of the respondents

are single or 65 percent.

Sub-problem no.2 What is the level of the customer’s

satisfaction in the selected fine dining restaurants

as to:

22
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

2.1 Specialty Food

Table 5

Level of Customer’s Satisfaction in the Selected Fine

Dining Restaurants in terms of Specialty Food

TGI
Italianni Mediterranea Composite
Criteria s
VI n
VI Frida VI mean
VI
y
1. The
fine dining
restaurant
follows the 5.00 HS 4.90 HS 4.80 HS 4.95 HS
march of
menu.
2. They
practice
proper
presentatio 4.95 HS 4.90 HS 4.85 HS 4.90 HS
n of food
(garnishing
, plating).
3. They
served
specialty
food
according
to occasion 5.00 HS 4.85 HS 4.80 HS 4.88 HS
(Valentine’
s Day,
Christmas,
etc.)
4. They
offer
prices that
vary on the
kind of
meal they
offer to 4.95 HS 4.90 HS 4.85 HS 4.90 HS
the
customer
(value
meal, combo
meal etc.)

5. The
specializat
ion of the
food was 5.00 HS 4.80 HS 4.65 HS 4.82 HS
match to
the theme.

Weighted
Mean 4.98 HS 4.87 HS 4.82 HS 4.89 HS
Legend: HS = Highly Satisfied

23
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Table 5 illustrates that customers in a selected

fine dining restaurant in terms of specialty food has

a composite mean of 4.89 with a verbal interpretation

of highly satisfied.

Italiannis restaurant, the fine dining restaurant

follows the march of menu (wm =5.00), practiced

proper presentation of food (garnishing, plating) (wm

=4.95), they served specialty food according to

occasion (Valentine’s Day, Christmas, etc.) (wm

=5.00), offered prices that vary on the kind of meal

they offer to the customer (value meal, combo meal

etc.) (wm =4.95) and the specialization of the food

was match to the theme (wm =5.00) are all highly

satisfied for verbal interpretation.

Mediterranean restaurant, the fine dining

restaurant follows the march of menu (wm = 4.90),

practiced proper presentation of food (garnishing,

plating) (wm =4.90), served specialty food according

to occasion (Valentine’s Day, Christmas, etc.) (wm

=4.85), offered prices that vary on the kind of meal

they offer to the customer (value meal, combo meal

etc.) (wm =4.90) and the specialization of the food

24
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

was match to the theme (wm =4.80) are all Highly

Satisfied for verbal interpretation.

TGI Friday, the fine dining restaurant

follows the march of menu (wm = 4.80), practiced

proper presentation of food (garnishing, plating) (wm

=4.85), served specialty food according to occasion

(Valentine’s Day, Christmas, etc.) (wm =4.80),

offered prices that vary on the kind of meal they

offer to the customer (value meal, combo meal etc.)

(wm =4.85) and the specialization of the food was

match to the theme (wm =4.65) are all highly

satisfied for verbal interpretation.

25
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

2.2 Pricing

Table 6

Level of Customer’s Satisfaction in the Selected

Fine Dining Restaurants in terms of Pricing

Composite
VI Mediterranean VI TGI VI VI
Criteria Italiannis mean
FRIDAY
1. Price
value is
worth the 4.90 HS 4.55 HS 4.60 HS 4.68 HS
food
served.

2. The
food item 4.85 HS 4.25 MS 4.35 MS 4.48 MS
has a
reasonabl
e price.
3. The
food item
is 4.80 HS 4.15 MS 4.35 MS 4.43 MS
affordabl
e.
4. Price
of food
is
competiti
ve to
other
4.90 HS 4.65 HS 4.50 HS 4.68 HS
fine
dining
restauran
t.
Weighted
Mean 4.86 HS 4.40 MS 4.45 MS 4.57 HS
Range
Legend: MS = Moderately Satisfied, HS: Highly Satisfied

Table 6 illustrates that the customers in a

selected fine dining restaurant in terms of pricing

has a composite mean of 4.57 with a verbal

interpretation of highly satisfied.

26
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Italiannis restaurant, for price value is worth

the food (wm =4.90), price of food is competitive to

other fine dining restaurant (wm =4.90), food item has

a reasonable price (wm =4.85) and the food item is

affordable (wm =4.80) are all highly satisfied for

verbal interpretation.

Mediterranean restaurant, for price of food is

competitive to other fine dining restaurant (wm =

4.65), price value is worth the food served (wm

=4.55), food item has a reasonable price (wm =4.25),

food item is affordable (wm =4.15) are all moderately

satisfied for verbal interpretation.

TGI Friday, for price value is worth the food

served (wm = 4.60), price of food is competitive to

other fine dining restaurant (wm =4.50), food item has

a reasonable price (wm =4.35), food item is

affordable (wm =4.35) are all moderately satisfied

for verbal interpretation.

27
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

2.3 Ambiance

Table 7

Level of Customer’s Satisfaction in the Selected Fine

Dining Restaurants in terms of Ambiance

TGI Composite
Criteria Italiannis VI Mediterranean VI Friday
VI mean
VI

1.
Restaurant
interior
design
matches 5.00 HS 4.85 HS 4.09 HS 4.92 HS
with the
food that
served.

2. Elegance
of 4.90 HS 4.75 HS 4.7 HS 4.78 HS
restaurant.

3.
Restaurant
is very
clean and 4.90 HS 4.80 HS 4.75 HS 4.82 HS
well
maintain.

4. Dining
area has a
relaxing 4.95 HS 4.75 HS 4.75 HS 4.82 HS
view.

5.
Furniture
arrangement 4.95 HS 4.70 HS 4.75 HS 4.80 HS
is orderly
arranged.

Weighted
Mean 4.94 HS 4.77 HS 4.77 HS 4.83 HS

Legend: HS = Highly Satisfied

Table 7 illustrates that the customers in a

selected fine dining restaurant in terms of ambiance

28
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

has a composite mean of 4.83 with a verbal

interpretation of highly satisfied.

Italiannis restaurant, restaurant interior design

matches with the food that served (wm =5.00), dining

area has a relaxing view (wm =4.95), furniture

arrangement is orderly arranged (wm =4.95), elegance

of restaurant (wm =4.90) and restaurant is very clean

and well maintain (wm =4.90) are all highly satisfied

for verbal interpretation.

Mediterranean restaurant, for restaurant

interior design matches with the food that served (wm

= 4.85), restaurant is very clean and well maintain

(wm =4.80), elegance of restaurant (wm =4.75), dining

area has a relaxing view (wm =4.75) and furniture

arrangement is orderly arranged (wm =4.70) are all

highly satisfied for verbal interpretation.

TGI Friday, restaurant interior design matches

with the food that served (wm = 4.90), restaurant is

very clean and well maintain (wm =4.75), dining area

has a relaxing view (wm =4.75), furniture arrangement

is orderly arranged (wm =4.75) and elegance of

29
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

restaurant (wm =4.70) are all highly satisfied for

verbal interpretation.

2.4 Facilities and Amenities

Table 8

Level of Customer’s Satisfaction in the Selected Fine

Dining Restaurants in terms of Facilities and
Amenities
Italianni Mediterranea TGI Composite
Criteria
s VI n Friday VI mean VI
VI

1. Parking
area has a
wide range 4.70 HS 4.05 MS 4.55 HS 4.43 MS
visibility

2. Safety
area
amenities
of
restaurant
including 4.95 HS 4.35 MS 4.75 HS 4.68 HS
CCTV’s,
Securities
and Fire
exit.

3.
Availabili
ty of 4.90 HS 4.25 MS 4.70 HS 4.62 HS
amenities

4. Comfort
room is
accessible 4.95 HS 4.75 HS 4.75 HS 4.82 HS

5. Comfort
room has
amenities 4.90 HS 4.30 MS 4.65 HS 4.62 HS
and well
maintained

Weighted
Mean 4.88 HS 4.29 MS 4.66 HS 4.61 HS

Legend: HS = Highly Satisfied , MS = Moderately Satisfied

30
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Table 8 illustrates that the customers in a

selected fine dining restaurant in terms of

facilities and amenities has a composite mean of 4.61

with a verbal interpretation of highly satisfied.

Italiannis restaurant, for safety area amenities

of restaurant including CCTV’s, securities and fire

exit (wm =4.95), availability of amenities (wm =4.95),

comfort room are accessible (wm =4.90), comfort room

have amenities and well maintained (wm =4.90) and

parking area has a wide range visibility (wm =4.70)

are all highly satisfied for verbal interpretation.

Mediterranean restaurant, for availability of

amenities (wm = 4.50), safety area amenities of

restaurant including CCTV’s, securities and Fire exit

(wm =4.35), Comfort room has amenities and well

maintained (wm =4.30), comfort room are accessible (wm

=4.25) and the parking area has a wide range

visibility (wm =4.05) are all moderately satisfied

for verbal interpretation.

TGI Friday, for safety area amenities of

restaurant including CCTV’s, securities and fire exit

(wm = 4.75), comfort room are accessible (wm =4.70),

31
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

availability of amenities (wm =4.65), Comfort room

have amenities and well maintained (wm =4.65) and

Parking area has a wide range visibility (wm

=4.55)are all highly satisfied for verbal

interpretation.

2.5 Location

Table 9

Level of Customer’s Satisfaction in the Selected Fine

Dining Restaurants in terms of Location

TGI Composite
Criteria Italiannis VI Mediterranean VI Friday
VI mean
VI
1. Place of
the
restaurant
is easy to 4.90 HS 4.75 HS 4.75 HS 4.80 HS
locate.

2. Location
is safe and
secured to 4.80 HS 4.95 HS 4.85 HS 4.87 HS
the
customer.

3. Location
is 4.90 HS 4.95 HS 4.75 HS 4.87 HS
accessible
to anyone.

4. Location
is not
hassle when
it comes 4.95 HS 4.80 HS 4.80 HS 4.85 HS
through
transportat
ion.

5. Location
is in the
public 4.90 HS 4.65 HS 4.75 HS 4.77 HS
place.

Weighted
Mean 4.89 HS 4.82 HS 4.78 HS 4.83 HS
Legend: HS = Highly Satisfied

32
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Table 9 illustrates that the customers in a

selected fine dining restaurant in terms of Location

has a composite mean of 4.83 with a verbal

interpretation of highly satisfied.

Italiannis restaurant, for Location is not hassle

when it comes through transportation (wm =4.95),

Place of the restaurant is easy to locate (wm =4.90),

Location is accessible to anyone (wm =4.90), Location

is in public place (wm =4.90) and the location is safe

and secured to the customer (wm =4.80) are all highly

satisfied for verbal interpretation.

Mediterranean restaurant, location is safe and

secured to the customer (wm = 4.95), location is

accessible to anyone (wm =4.95), location is not as

hassle when it comes through transportation (wm

=4.80), place of the restaurant is easy to locate (wm

=4.75) and the location is in public place (wm =4.65)

are all moderately satisfied for verbal

interpretation.

TGI Friday, for location is safe and secured to

the customer (wm = 4.85), location is not as hassle

when it comes through transportation (wm =4.80), place

33
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

of the restaurant is easy to locate (wm =4.75),

location is in public place (wm =4.75) and location is

accessible to anyone (wm =4.75) are all highly

satisfied for verbal interpretation.

Sub Problem no.3 Is the profile of the customer’s has

significant relationship to the level of customer’s

satisfaction?

Table 10

Profile of The Customer and the Level of Customer’s

Satisfaction

p-
Criteria X2 Df Decision Interpretation
value
Age vs.
Specialty 5.088 5 0.405 Accept NS
Food
Age vs.
7.971 10 0.632 Accept NS
Pricing
Age vs.
9.251 5 0.099 Accept NS
Ambiance
Age vs.
Facilities
8.802 5 0.117 Accept NS
and
Amenities
Age vs.
2.194 5 0.822 Accept NS
Location
Legend :(df=5)11.070, (df=10)18.307

Table 10 shows that the X2 computed value of Age

and Specialty Food is 5.088 with a p-value of 0.405,

34
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Age and Ambiance Age is 9.251 with a p-value of

0.099, Age and Facilities and Amenities and Pricing

is 8.802 with a p-value of 0.117 and at 10 degrees of

freedom, Age and Location is 8.802 with a p-value

of 0.822 at 5 degrees of freedom , Age and Pricing is

7.971 with a p-value of 0.632 at 10 degrees of

freedom at level of significant are all less than

X2-tabular value , so the null hypothesis is accepted.

This means that there is no significant relationship

between profile of the customer’s and the level of

customer’s satisfaction.

Table 11

Profile of the Customer and the Level of Customer’s

Satisfaction
p-
Criteria X2 Df Decision Interpretation
value
Gender vs.
Specialty 0.599 1 0.439 Accept NS
Food
Age vs.
2.607 2 0.272 Accept NS
Pricing
Gender vs.
0.210 1 0.647 Accept NS
Ambiance
Gender vs.
Facilities
0.090 1 0.765 Accept NS
and
Amenities
Gender vs.
3.939 1 0.047 Reject S
Location
Legend: (df=1)3.841, (df=2)5.991

35
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Table 11 shows that the X2 computed value of

Gender and Specialty Food is 0.599 with a p-value of

0.439, Gender and Ambiance is 2.607 with a p-value of

0.647, Gender and Facilities and Gender and Amenities

is 0.090 with a p-value of 0.765. Lastly, Age and

Pricing is 2.607 with a p-value of 0.272 at 2 degrees

of freedom, at 0.05 level of significant are less

than the X2-tabular value, so the null hypothesis is

accepted. This means that there is no significant

relationship between profile of the customer’s and

the level of customer’s satisfaction. However, the X2

computed value of Gender and Location is 0.047 with a

p-value of 0.272 at 0.05 level of significant with 2

degrees of freedom is greater than the X2-tabular

value, so the null hypothesis is rejected. This means

that there is significant relationship between

profile of the customer’s and the level of customer’s

satisfaction.

36
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Table 12

Profile of the Customer and the Level of Customer’s

Satisfaction

p-
Criteria X2 Df Decision Interpretation
value
Civil
Status vs.
0.054 2 0.973 Accept NS
Specialty
Food
Civil
Status vs. 4.476 4 0.345 Accept NS
Pricing
Civil
Status vs. 0.211 2 0.900 Accept NS
Ambiance
Civil
Status vs.
Facilities 1.905 2 0.386 Accept NS
and
Amenities
Civil
Status vs. 0.488 2 0.783 Accept NS
Location
Legend: (df=4)9.488, (df=2)5.991

Table 12 shows that the X2 computed value of

Civil Status and Specialty Food is 0.054 with a p-

value of 0.973 at a 2 degrees of freedom, Civil

Status and Ambiance is 0.211 with a p-value of 0.900

with a 2 degrees of freedom, Civil Status and

Facilities and Amenities is 1.905 with a p-value of

0.386 at 2 degrees of freedom ,Civil status and

Location is 0.488 with a p-value of 0.783 at 2

37
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

degrees of freedom, Civil Status and Pricing is 4.476

with a p-value of 0.345 at a 4 degrees of freedom at

level of significant are less than X2-tabular value,

so the null hypothesis is accepted. This means that

there is no significant relationship between profile

of the customer’s and the level of customer’s

satisfaction.

38
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Sub Problem no.4 Based on the findings what

enhancement plan maybe proposed?

Table 13

Customer’s Enhancement Program Maybe Proposed

Variables Existing Proposal Objective In-charge

To use
To have an
Expensive substitute
affordable Manager
Pricing cost of products to
pricing of
foods. lessen the
the menu.
price.

Provide some To enhance

Parking Poor
parking the
area has a visibility
space near visibility Manager
wide range of parking
the of parking
visibility area.
restaurant. area.

Too far, Less time

Add more
time consuming,
branches in
Location consuming have more Manager
the
and hassle choices to
vicinity.
transporta come from.
tion.

Female has Conduct

Too equally
the survey
increase
Gender highest equally to Manager
the male
percentage the
customers.
than male. customers.

Table 13 shows that the proposed Customer’s

Enhancement Program based on the result of the survey

done on all the Selected Fine Dining Restaurants, the

39
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

researchers found out that the pricing for the foods

are too expensive. With these findings, they are

proposing to use substitute products to lessen the

price of the foods for it to be more affordable. We

also find out that the parking area has a poor

visibility, by that, they are proposing to provide

some parking spaces near the restaurant. The

researchers also found out that the location was too

far, time consuming and hassle transportation, by

that, they also proposed to add more branches in the

vicinity for the customer’s choices and also found

out that when it comes to sex, the females has the

highest percentage than male and by that, they are

proposing to conduct survey equally to the customers

to balance the bracket of gender for the customers.

40
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CHAPTER 5

Summary, Conclusion and Recommendations Summary

The findings of this study are summarized as

follows;

1. What are the demographic profiles respondents in

terms of:

1.1 Age

Age of Customers, 21-23 and 30-32 has 14

respondents or 23.3 percent rank 1.5, age 33 above

has 10 respondents or 16.7 percent rank 3 21 below

and 24-26 has 8 respondents or 13.3 percent rank 4.5

1.2 Gender

The Gender of Customers, Female has the highest

frequency 33 or 55 percent and male has the lowest

frequency 27 or 45 percent.

1.3 Civil Status

The Civil Status of Customers, single has the

highest frequency of 39 or 65 percent, married has

the frequency 20 or 33.3 percent and divorced has the

lowest frequency 1 or 1.7 percent.

2. What is the level of the customer’s satisfaction

in the selected fine dining restaurants as to:

41
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

2.1 Specialty Food

Customers in selected fine dining restaurant in

terms of specialty food has a composite mean of 4.89

with a verbal interpretation of highly satisfied.

Italiannis restaurant, the fine dining restaurant

follows the march of menu (wm =5.00), practiced

proper presentation of food (garnishing, plating) (wm

=4.95), served specialty food according to occasion

(Valentine’s Day, Christmas, etc.) (wm =5.00), the

offered prices that vary on the kind of meal they

offer to the customer (value meal, combo meal etc.)

(wm =4.95) and the specialization of the food was

match to the theme (wm =5.00) are all highly

satisfied for verbal interpretation.

Mediterranean restaurant, the fine dining

restaurant follows the march of menu (wm = 4.90),

practiced proper presentation of food (garnishing,

plating) (wm =4.90),served specialty food according

to occasion (Valentine’s Day, Christmas, etc.) (wm

=4.85), offered prices that vary on the kind of meal

they offer to the customer (value meal, combo meal

etc.) (wm =4.90) and the specialization of the food

42
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

was match to the theme (wm =4.80) are all Highly

Satisfied for verbal interpretation.

TGI Friday, the fine dining restaurant

follows the march of menu (wm = 4.80),practiced

proper presentation of food (garnishing, plating) (wm

=4.85), served specialty food according to occasion

(Valentine’s Day, Christmas, etc.) (wm =4.80),offered

prices that vary on the kind of meal they offer to

the customer (value meal, combo meal etc.) (wm =4.85)

and the specialization of the food was match to the

theme (wm =4.65) are all highly satisfied for verbal

interpretation.

2.2 Pricing

Customers in a selected fine dining restaurant

in terms of pricing has a composite mean of 4.57 with

a verbal interpretation of highly satisfied.

Italiannis restaurant, for price value is worth

the food (wm =4.90), price of food is competitive to

other fine dining restaurant (wm =4.90), the food item

has a reasonable price (wm =4.85) and the food item

43
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

is affordable (wm =4.80) are all highly satisfied for

verbal interpretation.

Mediterranean restaurant, for price of food is

competitive to other fine dining restaurant (wm =

4.65), price value is worth the food served (wm

=4.55), the food item has a reasonable price (wm

=4.25), the food item is affordable (wm =4.15) are all

moderately satisfied for verbal interpretation.

TGI Friday, for price value is worth the food

served (wm = 4.60), price of food is competitive to

other fine dining restaurant (wm =4.50), the food item

has a reasonable price (wm =4.35), the food item is

affordable (wm =4.35) are all moderately satisfied

for verbal interpretation.

2.3 Ambiance

Customers in a selected fine dining restaurant

in terms of ambiance has a composite mean of 4.83

with a verbal interpretation of highly satisfied.

Italiannis restaurant, restaurant interior design

matches with the food that served (wm =5.00), dining

area has a relaxing view (wm =4.95), furniture

arrangement is orderly arranged (wm =4.95), elegance

44
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

of restaurant (wm =4.90) and restaurant is very clean

and well maintain (wm =4.90) are all highly satisfied

for verbal interpretation.

Mediterranean restaurant, for restaurant

interior design matches with the food that served (wm

= 4.85), restaurant is very clean and well maintain

(wm =4.80), elegance of restaurant (wm =4.75), dining

area has a relaxing view (wm =4.75) and furniture

arrangement is orderly arranged (wm =4.70) are all

highly satisfied for verbal interpretation.

TGI Friday, restaurant interior design matches

with the food that served (wm = 4.90), restaurant is

very clean and well maintain (wm =4.75), dining area

has a relaxing view (wm =4.75), furniture arrangement

is orderly arranged (wm =4.75) and elegance of

restaurant (wm =4.70) are all highly satisfied for

verbal interpretation.

2.4 Facilities and Amenities

Customers in a selected fine dining restaurant

in terms of facilities and amenities has a composite

mean of 4.61 with a verbal interpretation of highly

satisfied.

45
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Italiannis restaurant, for safety area amenities

of restaurant including CCTV’s, securities and fire

exit (wm =4.95), availability of amenities (wm =4.95),

comfort room are accessible (wm =4.90), comfort room

have amenities and well maintained (wm =4.90) and

parking area has a wide range visibility (wm =4.70)

are all highly satisfied for verbal interpretation.

Mediterranean restaurant, for availability of

amenities (wm = 4.50), safety area amenities of

restaurant including CCTV’s, securities and Fire exit

(wm =4.35), Comfort room has amenities and well

maintained (wm =4.30), comfort room are accessible (wm

=4.25) and the parking area has a wide range

visibility (wm =4.05) are all moderately satisfied

for verbal interpretation.

TGI Friday, for safety area amenities of

restaurant including CCTV’s, securities and fire exit

(wm = 4.75), comfort room are accessible (wm =4.70),

availability of amenities (wm =4.65), Comfort room

have amenities and well maintained (wm =4.65) and

Parking area has a wide range visibility (wm =4.55)

are all highly satisfied for verbal interpretation.

46
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

2.5 Location

Customers in a selected fine dining restaurant

in terms of Location has a composite mean of 4.83

with a verbal interpretation of highly satisfied.

Italiannis restaurant, for Location is not as

hassle when it comes through transportation (wm

=4.95), Place of the restaurant is easy to locate (wm

=4.90), Location is accessible to anyone (wm =4.90),

Location is in public place (wm =4.90) and the

location is safe and secured to the customer (wm

=4.80) are all highly satisfied for verbal

interpretation.

Mediterranean restaurant, location is safe and

secured to the customer (wm = 4.95), location is

accessible to anyone (wm =4.95), location is not as

hassle when it comes through transportation (wm

=4.80), place of the restaurant is easy to locate (wm

=4.75) and the location is in public place (wm =4.65)

are all moderately satisfied for verbal

interpretation.

TGI Friday, for location is safe and secured to

the customer (wm = 4.85), location is not as hassle

47
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

when it comes through transportation (wm =4.80), place

of the restaurant is easy to locate (wm =4.75),

location is in public place (wm =4.75) and location is

accessible to anyone (wm =4.75) are all highly

satisfied for verbal interpretation.

3. Is the profile of the customer’s has significant

relationship to the level of customer’s satisfaction?

The significant relationship to the level of the

customers satisfaction is the X2 computed value of Age

and Specialty Food is 5.088 with a p-value of 0.405,

Age and ambiance Age is 9.251 with a p-value of

0.099, Age and Facilities and Amenities and Pricing

is 8.802 with a p-value of 0.117 and at 10 degrees of

freedom, Age and Location is 8.802 with a p-value of

0.822 at 5 degrees of freedom , Age and Pricing is

7.971 with a p-value of 0.632 at 10 degrees of

freedom at level of significant are all less than

X2-tabular value , so the null hypothesis is accepted.

This means that there is no significant relationship

between profile of the customer’s and the level of

customer’s satisfaction as shown in table 10.

48
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

The significant relationship to the level of the

customers satisfaction is the X2 computed value of

Gender and Specialty Food is 0.599 with a p-value of

0.439, Gender and Ambiance is 2.607 with a p-value

of 0.647, Gender and Facilities and Gender and

Amenities is 0.090 with a p-value of 0.765 lastly

Age and Pricing is 2.607 with a p-value of 0.272 at

2 degrees of freedom, at 0.05 level of significant

are less than the X2-tabular value, so the null

hypothesis is accepted. This means that there is no

significant relationship between profile of the

customer’s and the level of customer’s satisfaction.

However the X2 computed value of Gender and Location

is 0.047 with a p-value of 0.272 at 0.05 level of

significant with 2 degrees of freedom is greater than

the X2-tabular value, so the null hypothesis is

rejected. This means that there is significant

relationship between profile of the customer’s and

the level of customer’s satisfaction as shown in

table 11.

The significant relationship to the level of the

customers satisfaction is the X2 computed value of

49
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Civil Status and Specialty Food is 0.054 with a p-

value of 0.973 at a 2 degrees of freedom, Civil

Status and Ambiance is 0.211 with a p-value of 0.900

with a 2 degrees of freedom, Civil Status and

Facilities and Amenities is 1.905 with a p-value of

0.386 at 2 degrees of freedom ,Civil status and

Location is 0.488 with a p-value of 0.783 at 2

degrees of freedom, Civil Status and Pricing is 4.476

with a p-value of 0.345 at a 4 degrees of freedom at

level of significant are less than X2-tabular value,

so the null hypothesis is accepted. This means that

there is no significant relationship between profile

of the customer’s and the level of customer’s

satisfaction which was shown in table 12.

Conclusions

Based on the finding of the study, the following

conclusions were formulated and are as follows;

1. Most of the fine dining restaurant customers

are young, single and female. Customers do not

have a regular pattern or schedule of dining

and they dined in the restaurants only during

50
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

special occasions of their family, relative and

friends.

2. Customer’s satisfaction depends on the

excellent quality of foods and services that

the restaurants offers. They expect not only

has the delightful taste of the food that they

have purchased but also the way the restaurant

presented it.

3. The customers by nature expect quick but

quality services as well as great quality of

foods. They want their needs to be satisfied as

soon as possible but in accordance with their

expectations.

4. Restaurants ensures that the basic standards on

major operations done inside the fine dining

restaurants and were regularly practiced by

their staff. They ensure that the foods are

prepared properly, sanitized, and maintained

the original and specialized recipes and serve

to their guest on a presentable manner. This

leads their restaurant to produce good quality

51
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

of food, combined with superb quality of

service, which makes their customers satisfied.

5. Customer’s satisfaction is one of the key to

every restaurant success. Through customer’s

satisfaction, there will be an increase on the

sales of the restaurant. The positive word-of-

mouth from the customers can easily spread if

customers got a pleasurable dining experience

on the said restaurant.

52
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Recommendations

The following recommendations were formulated by

the researchers to maintain or even uplift the level

of customer’s satisfaction on the selected fine

dining restaurants.

1. The recipes offered in the fine dining

restaurants should be suited to the young

generations. Restaurants should develop menus

for special occasions to attract more clients.

They can adopt new dishes from both

contemporary and fusion cuisines since it was

trend in food service nowadays.

2. Restaurants should try to maintain or even

surpass the present level of satisfaction of

their customers. They must provide continuous

in service training to their employees/staff

for them to be updated/refreshed on the

standards of food preparation, presentation,

service and establish trust from their

customers. They should also conduct a monthly

survey regarding the customer’s satisfaction

for them to monitor if their customers were

53
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

still satisfied with their foods, services and

pricing.

3. Restaurants should lessen their pricing when it

comes to their foods, because some of their

customers are not happy when it comes to

pricing.

4. Restaurants should conduct survey equally when

it comes to gender, because some of the

customer’s percentage is females.

5. Restaurants should improve their visibility

when it comes to location of their restaurants.

They must give more importance to their

amenities and other facilities they have.

54
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

REFERENCES

Deng J., Signorielli B., Morgan A. (2010). A peak for

being improving customer satisfaction. Food Research
8, 39-89
https://www.coursehero.com/file/p4bs9pv/CHAPTER-2-
LITERATURE-REVIEW-211-Customer-satisfaction-Customer-
Satisfaction-

Dineshkumar B. (2013). Customer Satisfaction in

Restaurant Services. USA.
https://www.theseus.fi/bitstream/handle/10024/142491/C
ustomer%20Satisfaction%20in%20Restaurant%20Service.

Esmaeili P., Guinno K., Lonti S. (2013). An empirical

research on customer satisfaction study: a
consideration of different levels of performance.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5025411/?
fbclid=IwAR1_yIULRmleXzCXbM1G3h7bov-
37Z4v2oJrCbBwPIyFrSQP-5Whj8-TN-M#!po=13.2911

Kotler, S., Hinloder H., Silap L. (2014). Customer

Satisfaction On The Services Rendered Bymontenegro
Shipping Lines. AUP

https://www.academia.edu/5024784/CUSTOMER_SATISFACTION
_ON_THE_SERVICES_RENDERED_BY_MONTENEGRO_SHIPPING_LINES

Sunto L., Hornn L., Loppe Z. (2012). Factors affecting

Customer Satisfaction

https://www.managementstudyguide.com/factors-
affecting-customer
satisfaction.htm?fbclid=IwAR21EYLx0Ttsp7nDLTEb75Awtciz
abGPC-sKRZh5bhw1pqvIIwn8hB208do

55
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

APPENDICES

56
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Letter of Permission

Mrs. Flordeliza C. Navarro

Instruction Supervisor
EARIST Cavite Campus
G.M.A., Cavite

Dear Madam:

We are enrolled in undergraduate here in our campus on

our last phase of our thesis entitled: CUSTOMER’S
SATISFACTION IN SELECTED FINE DINING RESTAURANT’S:
BASIS FOR ENHANCEMENT PLAN, as partial requirement for
the degree of Bachelor of Science in Hospitality
Management Major in Hotel and Restaurant Management.

In this regard, we would like to seek permission from

your good office to conduct the study and distribute
survey questionnaire to our target respondents in
selected fine dining restaurants in Alabang,
respondents will greatly help in the study.

We are hoping for your support and favorable response

on this research endeavor.

Thank you very much

Very truly yours,

Pestaño, Greson J.
Hempiso, John Paul
Aguilar, Christian Paul F.
Sulas, John Michael R.
______________________

57
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

_______________________
_______________________
_______________________

Dear Respondents:

We, the BSHM III Students are presently conducting a

study entitled “Customer’s Satisfaction in Selected
Fine Dining Restaurant’s: Basis for Enhancement Plan”.

In this regard, may we request for your most valued

participation by completing or answering the attached
questionnaire. The result will be completely treated
anonymous and all information will be treated with
utmost confidentiality.

Attached are the set of survey questionnaire. Thank

you very much and God Bless!

Sincerely yours,

Pestaño, Greson J.

Noted by:

Anthony Jude C. Pael

Thesis Instructor

Approved by

Mrs. Flordeliza C. Navarro

Instruction Supervisor

58
 Customer’s Satisfaction in Selected Fine Dining
Restaurant’s: Basis for Enhancement Plan

Survey Questionnaire

Name (optional):_____________________________________

I. Direction: Put a check (/) on the box that corresponds

to your answer.

1. What is the profile of the customer’s in selected

fine dining restaurants in terms of;

1.1 Age:
 21 below  21 - 23  24 - 26
 27 - 29  30 - 32  33 above
1.2 Gender:
 Male
 Female
1.3 Civil Status:

 Single  Divorced
 Married  Widowed

II. Direction: Please indicate your self-assessment by

putting a checkmark (√) on the scale that corresponds
to your answer.

The rating scales given below will serve as your

guide:
 Numerical Rating Verbal Interpretation
5 - Highly Satisfied (HS)
4 - Moderately Satisfied (MS)
3 - Uncertain (U)
2 - Moderately Unsatisfied (MU)
1 - Highly Unsatisfied (HU)

Respondent Assessment as
5(HS) 4(MS) 3(U) 2(MU) 1(HU)
to;
A. Specialty Food

1. The fine dining

restaurant follows the
march of menu.
2. They practice proper
presentation of food
(garnishing, plating).
3. They served specialty
food according to
occasion (Valentine’s
Day, Christmas, etc.)
4. They offer prices that
vary on the kind of meal
they offer to the
customer (value meal,
combo meal etc.)
5. The specialization of the
food was match to the
theme.
B. Pricing 5(HS) 4(MS) 3(U) 2(MU) 1(HU)
1. Price value is worth the
food served.
2. The food item has a
reasonable price.
3. The food item is
affordable.
4. Price of food is
competitive to other fine
dining restaurant.
C. Ambiance 5(HS) 4(MS) 3(U) 2(MU) 1(HU)
1. Restaurant interior
design matches with the
food that served.

2. Elegance of restaurant.
3. Restaurant is very clean
and well maintain.
4. Dining area has a
relaxing view.
5. Furniture arrangement is
orderly arranged.

D. Facilities and Amenities

1. Parking area has a wide

range visibility.

2. Safety area amenities of

restaurant including
CCTV’s, Securities and
Fire exit.

3. Availability of amenities

4. Comfort room are

accessible.
 5. Comfort room have
amenities and well
maintained.

E. Location

1. Place of the restaurant

is easy to locate.

2. Location is safe and

secured to the customer.

3. Location is accessible
anyone.

4. Location is not hassle

when it comes through
transportation.

5. Location is in the public

place.

III. Comments/Suggestions regarding service enhancement

program:

______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

CURRICULUM
VITAE

63
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
JOHN MICHAEL R. SULAS General Mariano Alvarez, Cavite
Block 34 Lot 8 Mongolia St. San Marino City,
Salawag Dasmariñas, Cavite
Mobile Phone #: 09210682495
/ Email : jmsulas22@yahoo.com

Career Objectives:
To be part of fast growing company which offers continues opportunity
for an excellent career development, helping my love ones, to achieve all goals,
to meet new friends and to be one of the assets of the company that I desire.
________________________________________________________________

Personal Background
Date of Birth : March 31, 1997
Place of Birth : Ubay, Bohol
Age : 21 years old
Nationality : Filipino
Height : 5’6 1/2
Weight : 147 lbs.
Gender : Male
Civil Status : Single
Religion : Roman Catholic

Educational Attainment

College : Bachelor of Science in Hospitality Management

EARIST Cavite Campus
GMA, Cavite

High School : Alternative Learning System

Paliparan National High School
Paliparan III, Dasmariñas, Cavite
Calendar Year 2014

Elementary : Infant Jesus Montessori Center

School Year 2010-2011

64
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
Character References CAVITE CAMPUS
General Mariano Alvarez, Cavite
ERNEST RUSSELL A. BALENIA
Secondary Teacher / ALS – PNHS Coordinator
0942-3477102

I hereby certify that all the information state above is true and correct to the
best of my knowledge and belief.

John Michael R. Sulas

Applicant’s Signature

65
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
Hempiso, John Paul General Mariano Alvarez, Cavite
Blk 18 Lot 11 Brgy San Gabriel Area K Teachers
Village G,M,A Cavite
Mobile Phone #: 09275421759 / Email :
hempisojohn@yahoo.com

Career Objectives:
To be part of fast growing company which offers continues opportunity
for an excellent career development, helping my love ones, to achieve all goals,
to meet new friends and to be one of the assets of the company that I desire.

Personal Background
Date of Birth : June 26, 1998
Place of Birth : Cavite
Age : 20 years old
Nationality : Filipino
Height : 5’7”
Weight : 174 lbs.
Gender : Male
Civil Status : Single
Religion : Christian

Educational Attainment

College : Bachelor of Science in Hospitality Management

EARIST Cavite Campus
GMA, Cavite

High School : Grace Baptist Christian School

2007/2011
Elementary : Grace Baptist Christian School
2001/2006

66
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
Character References INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
Emilia Hempiso General Mariano Alvarez, Cavite
Contact No. 09483569406

I hereby certify that all the information state above is true and correct to the
best of my knowledge and belief.

Hempiso, John Paul

Applicant’s Signature

67
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
Greson Pestaño J. General Mariano Alvarez, Cavite
Blk 7 lot 13 phase 2 banaba st. St. Joseph Village 10
Brgy. Langgam San. Pedro Laguna
Mobile Phone #: 09271577173 / Email :
pestano.greson@yahoo.com

Career Objectives:
To be part of fast growing company which offers continues opportunity
for an excellent career development, helping my love ones, to achieve all goals,
to meet new friends and to be one of the assets of the company that I desire.
________________________________________________________________

Personal Background
Date of Birth : December 9.1994
Place of Birth : Iloilo City
Age : 24 years old
Nationality : Filipino
Height : 5’7”
Weight : 132 lbs.
Gender : Male
Civil Status : Single
Religion : Christian

Educational Attainment

College : Bachelor of Science in Hospitality Management

EARIST Cavite Campus
GMA, Cavite

High School : Igtalongon National High School

20014/2015
Elementary : Bagay Elementary School
2008/2009

68
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
Character References General Mariano Alvarez, Cavite

Gelinda Faigones
Contact No. 09971724604

I hereby certify that all the information state above is true and correct to the
best of my knowledge and belief.

Greson J. Pestaño
Applicant’s Signature

69
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
CHRISTIAN PAUL F. AGUILAR General Mariano Alvarez, Cavite
Area G, Blk 2, Lot 29, Brgy Granados, G. M. A. Cavite
Mobile Phone #: 09503025424 / Email :
tian_aguilar17@yahoo.com

Career Objectives:
To be part of fast growing company which offers continues opportunity
for an excellent career development, helping my love ones, to achieve all
goals, to meet new friends and to be one of the assets of the company that I
desire.

Personal Background
Date of Birth : February 17, 1999
Place of Birth : G. M. A. Cavite
Age : 20 years old
Nationality : Filipino
Height : 5"7.5
Weight : 147 lbs.
Gender : Male
Civil Status : Single
Religion : Roman Catholic

Educational Attainment
College : Bachelor of Science in Hospitality Management
EARIST Cavite Campus
GMA, Cavite

High School : Grace Baptist Christian School

Brgy. Lumbreras G.M.A. Cavite
Calendar Year 2014

Elementary : Grace Baptist Christian School

School Year 2010-2011

70
 Republic of the Philippines
EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite

Republic of the Philippines

EULOGIO “AMANG” RODRIGUEZ
INSTITUTE OF SCIENCE AND TECHNOLOGY
CAVITE CAMPUS
General Mariano Alvarez, Cavite
Character References
MARY ANN F. AGUILAR.
High School Teacher/ General Mariano Alvarez Technical Highschool.
0919-378-8556

I hereby certify that all the information state above is true and correct to the
best of my knowledge and belief.

Christian Paul F. Aguilar

Applicant's Signature

71