Customer Satisfaction Essay

Custom Student Mr. Teacher ENG 1001-04 11 April 2016

Customer Satisfaction

Introduction
Food is a basic necessity. The industry which deals with preparing food items/products refers to the food service industry. The food service industry is and will always remain in high demand because of its genre. These industries include restaurants, fast foods, school and hospital cafeterias, catering operations, food carts and food trucks etc. Restaurants and fast foods mainly contribute to the food service industry.1 Fast food generally refers to the type of restaurants that sell quick, inexpensive take-out food.

During a relatively brief period of time, the fast food industry has help to transform not only diet, but also landscape, economy, work-force, and popular culture. The extraordinary growth of the fast food industry has been obsesses by fundamental changes in society. The whole experience of buying fast food has become so habitual, that it is now taken for granted, like brushing your teeth or stopping for a red light.2 The history of food delivery services traces its inception over sixty years. Since this time food delivery services still have the same basic principle to ensure that members of the community can have a hot, tasty and enjoyable meal. The first meal delivery services are believed to have been started during Wartime, London.

As a result of the Blitz, many Londoners had lost their homes and their ability to cook for themselves. In response to this need the WVS (Women’s Volunteer Service) produced meals and delivered them to people who had lost practically everything. This caring approach was carried on in various areas of the UK where injured servicemen were provided meals by volunteers in the local vicinity. After the war the first true food delivery service evolved in Hemel Hempstead in 1947. The recipients were still servicemen who were incapable of cooking their own meals but instead of the vans used to transport meals today, these early services apparently used prams, lined with felt and even straw to ensure that the meal was delivered warm. Understandably this type of service was extremely labour intensive requiring a vast network volunteers, each with good cooking knowledge and skills.

Today, the processes involved incorporate mass production principles.3 In the modern age there are also a number of different ways in which the food is delivered. Some programmes deliver meal that are cooked in a central location and then kept warm as they are delivered. Other programmes cook the food, allow it to cool and then cook the food before delivery in mobile units that both cook and deliver the food. The final type of programme delivers frozen meals that can be heated by the recipient in the microwave or oven. Modern technological research and development related to the food service have brought many advances in methods of food delivery service and in part from the production system and from the complicity of modern day food service operation.4 The objective of this study is to know the status of selected Food Delivery Service in Legazpi City which delved into the status, perception of respondents, problems encountered, and the possible intervention may be offered to solve the problem.

Statement of the Problem
The study focuses on the customer satisfaction on food delivery services offered by fast food chains in Legazpi City.
Specifically it sought to answer the following questions.

1.What is customer satisfaction offered by food delivery service in Legazpi City, In terms of; a.delivery services
b. marketing services
c.communication
d.quality of the food

2.What are the problems encountered by respondents. In terms of; a.delivery services
b.marketing services
c.communication
d.quality of the food
3. Possible solution to problems encountered by the respondents a.delivery services
b.marketing services
c.communication
d.quality of the food

Assumption of the Study
1. Customer Satisfaction on Food Delivery Services offered by Fast Food Chains in Legazpi City varies in terms of delivery services, marketing services, communication and quality of the food. 2. There are problems encountered by the respondents in terms of delivery services, marketing services, communication and quality of the food. 3. Possible solution to problems encountered by the respondents in terms of delivery services, marketing services, communication, and quality of the food. Scope and Delimitation of the Study

This study will discuss about Customer Satisfaction on Food Delivery Services offered by Fast Food Chains in Legazpi City. It includes delivery services, marketing services, communication and the quality of the food . It also includes the problems encountered by the respondents in terms delivery services, marketing services, communication and quality of the food. And possible solution to problems by the respondents in terms of delivery services, marketing services, communication, and quality of the food. The population of the study were five (5) , Jollibee, five (5) Shakey’s, five (5) McDonalds, five(5) Graceland, and five(5) Chowking, (5) other customer who experience in delivering of the food. This fast food chains that is cited above are offering food delivery services and the total number of the respondents are twenty (30). This study will focus on five well known Fast – Food Chains that offered delivery services in Legazpi City, including McDonald’s, Jollibee, Graceland, Chowking and Shakey’s Fast Food Chains not cited on the above statement are not included in this study.

Significance of the Study
This study is significant to the following concern individuals. Delivery Man/Runner. Findings of this study will give the workers the benefit and compensation regarding Management. Findings of the study will give knowledge to the management to improve their way of service and the quality of service. Customers. Findings of this study will provide them information about what to expect with different ways of delivering the food to the customer. It will also give them an idea about their service that they
avail. Researchers. Findings of this study will give the students an exposure and knowledge on how the food delivery is being process. And to further explain the food delivery process. Future Researchers. Results will lead them through further research. The result being gathered may be used as reference for their further studies and better understanding.

Notes
1 “Food Service Industry,”Google, Web 19 June 2010,
<http://manilareviews.com/2010/07/food-service-industry-philippines.html>.
2 “Food Delivery Services,”Google,Web, 23 Aug. 2009
http://ezinearticles.com/?Food-Delivery-Services—A-History&id=4767478>
3“Food Delivery Services,”Google,Web, 7 Dec. 2009
. http://ezinearticles.com/?Food-Delivery-Services—A-History&id=5357077

Chapter II REVIEW OF RELATED LITERATURE AND STUDIES

This chapter represents the review of related literature and studies both from local and foreign resources. This also includes synthesis of the art, gap bridge by the study, theoretical and conceptual frameworks of the study. Terms used are also defined conceptually and operationally.

Foreign Literature
Customer satisfaction is the most common form of market research in business-to-business markets and is often connected to quality and production measurement, rather than as straight marketing based research. Before setting up a customer satisfaction programme, it is necessary to ensure that the organisation has the will to actually make changes for improvement, otherwise you will simply be annoying customers by taking their time to collect information, then not doing anything with it.1

This literature is related to our study because it discuss Customer satisfaction programs generally answer this question. We believe that for a
customer satisfaction program to be effective and accepted, it should be more than just one survey that is sent out to all your customers annually. It should be an on-going strategy of continuous measurement and improvement based on the feedback received. Validation of the improvements can be measured directly in the forms of satisfaction indices.

The latest developments in communication technologies have also reached the sphere of food delivery. Customers can now place orders from the convenience of their handled devices. Wherever and whenever, all they need is desire for food, a means of payment, and communications equipment. The innovations in communications technologies have mainly improved efficiency. For the hungry consumer, new technologies offer (1) convenience (e.g. order food wherever you are and use the payment method of your choice), (2) options (e.g. access to a variety of places and food types from a single entry point), and (3) power to make informed decisions (e.g. compare prices and estimated delivery times on real-time).

For the retailer, new communication technologies offer (1) proper tracking (e.g. record keeping), (2) relationship-building opportunities (e.g. recommendations to customers based on previous orders), (3) improved operations (e.g. systematic processes), and (4) avoidance of misunderstandings (e.g. improvements in customer satisfaction). Despite of all these mechanized enhancements, the role of the delivery guy – an irreplaceable constituent of the food delivery chain – adds a dose of unpredictability to the food delivery process. We do not count with pneumatic tubes able to deliver burgers door-to-door, or an app that satiates our appetites – yet.2

This literature is related to our study because it discuss about innovation needs a good atmosphere in which to develop. It is definitely a cultural characteristic and must be encouraged and nurtured inside a business. It does not come by simply flipping a switch. One must set an environment that encourages people to think in unusual and creative ways. This is not easy to accomplish when much of business is, by definition, so structured and orderly in its processes. Business, whether products- or services-oriented, needs to have somewhat standardized routines for much of what it needs to accomplish. Innovation, on the other hand, requires thinking out of the
ordinary. These two are so different that in order to have effective innovation, care must be taken to encourage and allow unconventional thinking.

The production background to satisfaction also comes into focus when you look at what should be sampled. For statistical quality control of production machines, you take a sample of items that have been produced and test each for conformance. For customer satisfaction, the equivalent is sampling by product purchased, or for service industries, by service event. However, particularly in business markets, this can cause sampling problems in that a single customer may buy several products or make use of a service several times. If you sample these customers regularly, you are likely to face rapidly diminishing response rates and soon have no data. The compromise is to take a sample of customers and to ask about their experiences over a certain period of time. Unfortunately for process control, this feedback typically just reflects the average view and will miss any key extremes that are important from an operational view.

For businesses, it is also very likely that you will have a small number of large customers and a large number of small customers. As you are trying to judge quality of delivery, clearly interviews with larger customer are of more importance than smaller customers, yet typically satisfaction is biased toward the views of the many and not the few. Indeed, it is also likely that the way in which you deliver to your largest customers is different to the way in which you service smaller customers. For instance, an account team, specialist logistics, and custom builds. For this reason we typically advise that a relationship approach to customer satisfaction such as One-to-One Research.3 This literature is related to our study because it discuss about quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional and somewhat subjective attribute and may be understood differently by different people.

Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was produced correctly. Support personnel may measure quality in the degree that a
product is reliable, maintainable, or sustainable. Simply put, a quality item (an item that has quality) has the ability to perform satisfactorily in service and is suitable for its intended purpose.

Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or did not receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase “the customer is always right” is at the core of a good customer satisfaction strategy. It doesn’t matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happy.4

The said literature is related to our study because it discuss the aspects of f you want better results from employees and customers, let them play. At least, that’s what industry experts are saying about gratification, or “ramifying” business processes. Using game mechanics to influence behaviours has emerged as a viable means for companies to achieve desired results. For companies that want more attention, participation, and, of course, business, it’s an innovative way to engage customers.

Because effective communication is an essential part of delivering customer service. Effective communication does not necessarily mean verbal or means of communicating, there is written and sign language for those people or employees who are verbally impaired communication in all business should be handled professionally and customer’s should never feel left out because you have suddenly decided to speak in a different language than they do. All the communication should be held in a professional and yet approachable manner, communication is referred to as soft skill. Because this is a skill that is learned gradually as you go on with experience, as well as being sustain by precise training.5

This literature is related to our study because it tackles We will look at the communication process to introduce ways we can improve communication with the people you work with. Being able to effectively communicate with
clients and colleagues will make your work easier and more enjoyable.

Local Literature

You can identify an appropriate price strategy for a food delivery service with a little basic market research. The customer’s price for goods and services must cover every cost involved in the delivery to render a true profit. Learning from the successes and mistakes of other food delivery services can help you better understand your target consumer. Delivering food at a competitive price point will position your service as a viable option in the market.6

This literature is related to the present study because it discuss about pricing strategy is built upon a solid understanding of the 5C’s of pricing: customers, competition, costs, capacity and cycle (business cycle). Most companies’ struggles with pricing strategy stem from a lack of insight into the 5C’s. We help clients gather the necessary data to better understand each of the five factors. We then combine that data with our extensive experience, accumulated across hundreds of assignments and from many industries, to create high impact pricing strategies designed to drive your business forward.

Marketing is a core component of any business. The marketing function encompasses advertising, promotions, public relations, product pricing, packaging, distribution and sales. A marketing plan serves as a guide to exactly who a company serves, how it serves them and how it communicates with them, as well as how marketing activities are funded. Creating a marketing plan for a delivery service can help you to spread the word about your services and build a client base quickly.7

This literature is related to our study because it discuss about a business plan, a marketing plan focuses on the customer. It is your plan of action what you will sell, to whom you will sell it, how often, at what price, and how you will get the product to the buyer. It also covers what you’ll say about your product or service, and where and when you’ll say it. Here’s a
closer look at putting together a marketing plan that works.

Customer satisfaction is a key ingredient to the success of any business. It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with customer satisfaction.8

This said literature is relevant to the present study because customer satisfaction focusing on the quality of their products and the service provided. This movement toward quality has produced significant benefits but just like other business fads, joining and adopting the religion does not insure that the real objective of producing customer satisfaction will be obtained.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization’s products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed.9

This literature is relevant to the present study because is a measure of how products and services supplied by a company meet or surpass customer
expectation.

Quality is becoming an ever important aspect of the manufacturing industry. Quality costs are a measurement of the effort on product quality of the firm, it has been asserted by three main costs: prevention, appraisal and failure. A quality of one product could not leave without this three costs, each of them have an essential meaning during the whole business processing, and there is a complex relationship within these three concepts that is the increase of prevention and appraisal costs could reduce the failure cost; this also fits in the fish product industry. 10

This literature is relevant to the present study because the customer focus on the qualities of the food but not on quantities on the food provided.

Foreign Studies
For many years, the topic of customer satisfaction has been on the agenda, in recent years this has gained rapidly. According to the Directors- General’s Resolution of May 2006, the main focus of the common European work and efforts regarding customer satisfaction should be on the collection of rest practices and the preparation of guidelines for questionnaire to measure customer satisfaction. During the Austrian (first half 2006), Finnish (second half 2006), and German (first of half of 2007) Presidents of the European Union, initiatives were taken to address these aspects. Furthermore, at the IPSG and customer Satisfaction Exper Group meetings, ways were discussed to gather the present good practices and create guidelines.

Based on these good practices, the Customer Satisfaction Expert Group meetings and the innovation Public Services Group (IPSG) meetings concluded that many things interesting and valuable things could be done with this good practices and that the field of customer was too large and to important to focus attention only on customer satisfaction surveys and measurements and to limit guidelines in the sense. “Measuring” satisfaction is a critical success satisfaction is one thing: “managing” satisfaction is another and should be the aim.11

This study is related Customer satisfaction measurement allows an
organisation to understand the issues, or key drivers, that cause satisfaction or dissatisfaction with a service experience. When an organisation is able to understand how satisfied its customers are, and why, it can focus its time and resources more effectively.

Customer satisfaction depends in a large measure to the extent by which The dining staff is able to address customer needs and satisfaction. Aside from physical needs, they want to begin immediate and consistent attention, as well as be appreciated for continued patronage or comments. They also expect to be informed in advance so as not be placed in an embarrassing situation and most of all they want to get their money’s worth.12

This study unfolds the relationship of good and proper management to customer’s satisfaction especially in food delivery services.

Filipinos love to travel, dine and hang-out. The presence of hotels, food chains, restaurants and bar attest to this fact. Legazpi City alone has a great number of food establishments where each of them is well administered and Managed to provide quality service and promote customers satisfaction.13

To conclude, customer highly appreciated these establishments because of the quality service they provide.
The quality of food is the greatest factor to be considered in putting up a food business. Next would be the cosy and elegant ambiance with tasteful interior design. This is the ideal environment for a restaurant or bar and will surely attract more customer.14

This study enumerated five factors namely; food and beverage; services; entertainment; sanitation and; security.
Customer who have a good experience with restaurant, hotels and fast food chains tell an average of five other people; but those who have a bad experience will tell as many people.15
Therefore, customer who are not satisfied with the services offered by business establishments talks to more people than satisfied customers; it is then paramount to maintain customer satisfaction for business to prosper.

Local Studies
Rojas studied about the assessment of Viability of selected Fast food chains in Legazpi City. Findings revealed that people, especially in their process of earning of livelihood nowadays do not just stay in their home. They travel, enjoy life in the sceneries and stay away from home eat commercial food service establishment. The presence of hotel and food establishment in the cities and towns at least to this fact. Legazpi City alone has 8 hotels and a huge number of eatery and fast food chains. Because of this significance of providing quality foods to give the customer a complete satisfaction, it is necessary that the food service establishment should be well administered.16

This study is related to the present study because it emphasized the importance of fast food chains and other food service establishments. It also tackles the significance of providing a high quality of service to the customers. However, they differ as to the respondents, setting, and objectives of the study.

Organization should realize that retaining customers is more profitable than creating a new customer. Providing good service and then finding a way to leverage the good will created by quality service accompany can tie deeply into a consumers mind and develop a strong business/ client relationship. However, Technology as an enabler with very low cost has come to the rescue of organization

United Coconut Planters Bank (UCPB) has achieved a customer satisfaction rating of 2.28 per cent, on a five points rating scale, up from 4.25 percent it gamered last year due to its superior delivery system. In the recent survey conducted by UCPB customers relations centres, the further inching- up in the bank’s satisfied customers could also be traced to its adoption of a customer- centric approach to product development.

This related study relates that UCPB achieved a high rating because of their high standard of quality customer service. According to the respondents they
offer a wider array of products and services that suit the needs as well as it provides the conveniences of a one stop financial services of a fast food chains.

The study conducted by Buendia, et. Al entitled “The Status of Selected Food Establishments Along Alternate Road, Legazpi City” with regards to the location of establishment and the accessibility of the area, services offered, facilities, food service competition itself and pricing as well were tackled. They have come up to the measures that can be done to enhance the operation of food establishment along the area.17 This is related to the present study because it discusses business might also want to restructure or modernise its operations. It might do this by bringing together some existing departments into new purpose built premises. It might decide to shut its less profitable operations and open branches in locations that offer more business potential.

78% of colleges students in Legazpi City highly appreciate live bands in bars and restaurants. The implies that entertainment in food business is highly beneficial not only for progress of the business but also in customer satisfaction and loyalty.18 To conclude, the presence of live bands attracts customers specially the youth. Management decisions in the strategic level impacts the long range of effectiveness of business in terms of how it can address the need of its customers.19 This explains that for business to succeed; management decisions must be closely aligned with the corporate objective. The day-to- day activities within operations management functions focus on adding value for the organization through its transformation process. Customer who have a good experience with restaurant, hotels and fast food chains tell an average of five other people; but those who have a bad experience will tell as many people.

Synthesis of the Art
Customer satisfaction is the most common form of market research in business-to-business markets and is often connected to quality and production measurement, rather than as straight marketing based research. The latest developments in communication technologies have also reached the
sphere of food delivery. Customers can now place orders from the convenience of their handled devices. Wherever and whenever, all they need is desire for food, a means of payment, and communications equipment. For statistical quality control of production machines, you take a sample of items that have been produced and test each for conformance. For customer satisfaction, the equivalent is sampling by product purchased, or for service industries, by service event .Whether a customer was double charged or did not receive what she ordered, your employees need to handle the situation with the utmost care.

Your employee should apologize and take steps to rectify the situation. does not necessarily mean verbal or means of communicating, there is written and sign language for those people or employees who are verbally impaired communication in all business should be handled professionally and customer’s should never feel left out because you have suddenly decided to speak in a different language than they do. The customer’s price for goods and services must cover every cost involved in the delivery to render a true profit. Marketing is a core component of any business. The marketing function encompasses advertising, promotions, public relations, product pricing, packaging, distribution and sales. Customer satisfaction is a key ingredient to the success of any business. It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate.

Quality is becoming an ever important aspect of the manufacturing industry. Quality costs are a measurement of the effort on product quality of the firm, it has been asserted by three main costs: prevention, appraisal and failure. the main focus of the common European work and efforts regarding customer satisfaction should be on the collection of rest practices and the preparation of guidelines for questionnaire to measure customer satisfaction. Customer satisfaction depends in a large measure to the extent by which. The dining staff is able to address customer needs and satisfaction. Aside from physical needs, they want to begin immediate and consistent attention. Filipinos love to travel, dine and hang-out. The presence of hotels, food chains, restaurants and bar attest to this fact.
The quality of food is the greatest factor to be considered in putting up a food business.

Next would be the cosy and elegant ambiance with tasteful interior design. Findings revealed that people, especially in their process of earning of livelihood nowadays do not just stay in their home. They travel, enjoy life in the sceneries and stay away from home eat commercial food service establishment. Organization should realize that retaining customers is more profitable than creating a new customer. Providing good service and then finding a way to leverage the good will created by quality service accompany can tie deeply into a consumers mind and develop a strong business/ client relationship. They have come up to the measures that can be done to enhance the operation of food establishment along the area. . The implies that entertainment in food business is highly beneficial not only for progress of the business but also in customer satisfaction and loyalty. Management decisions in the strategic level impacts the long range of effectiveness of business in terms of how it can address the need of its customers.

Gap of Bridged of the Study
Based on the review, the researchers have bridged a gap. There were limited studies regarding Customer Satisfaction particularly in selected Fast Food Chains in Legazpi City. The studies conducted were more on profitability, prospects and the customer satisfaction of food delivery. Purposely, the study will pioneer the research on customer value, satisfaction and retention.

Theoretical Framework
The theoretical framework of this study is based on the Customer Satisfaction theory of Dr. Noriaki Kano demonstrate that blindly fulfilling customer requirements has risk associated with it if the products/service provider is not aware that there are different types of customer requirement. Without this understanding and measurement, providers’ risk; providing superfluous quality; wowing the customer in one area, and driving them to competitors in another and: focusing only on what customer say, and not what they think. This model of customer requirements directs the product/service provider to pay attention to two dimensions and three types of customer requirement. The
first dimension is need fulfilment. It measures the degree to which the customer requirements are fulfilled .The dimension ranges naturally from completely unfulfilled to completely

fulfilled. The second dimension is the customer subjective response to the first dimension. It is the independent variable of customer satisfaction. This may range from “rate” to “delighted”. This model of customer satisfaction predicts tha the degree of customer satisfaction is dependent on the degree of fulfilment, but is different types of customer expectations.

Therefore satisfaction is an overall psychological state that reflects the evaluation of a relationship between the customer and a company environment product-service. Expectations are often seen as related to satisfaction. Expectations are beliefs that a product/service will produce certain outcomes given certain anticipated levels of performance based on previous affective cognitive, and behavioural experiences. This study enumerated several factors that affect customer satisfaction in a fast food chains along the delivery service, marketing services, communication, and quality of food. Customer have certain expectations along these factors. If their expectation are met, then they are satisfied.

The theoretical framework of this study is constructed in Figure 1. CUSTOMER SATISFACTION OF FOOD DELIVERY SERVICES OFFERED BY FOODFAST FOOD CHAINS IN LEGAZPI CITY

Dr. Noriaki Kano Theory

* High quality of product/ services to customers
* Reliability of services offered to customers
* More promos/ discounts offered
* Improved Customer Satisfaction

Figure 1
Theoretical Framework of the Study

Conceptual Framework

The conceptualization of the theory of this study is indicated in figure 2. The study utilized a simple model of customer satisfaction-dissatisfaction relationships. First the consumer’s prior experience with products and brands establish expectations. Marketing communications, including advertising, and word-of-mouth communications also influence expectations. Consumer thus develops expectation about what a product or service should be able to provide. Comparisons between the buyers expectation and the product or service performance levels results in the confirmation or disconfirmation of expectation and the outcomes of satisfaction or dissatisfaction. These positive or negative feelings serve then as input into the formation of future attitudes and expectation. Although disconfirmation is generally considered the most important determinant of satisfaction, expectation and performance directly influence satisfaction also. This is consistent with research showing the customers with higher expectations experience higher levels of satisfaction and that performance, independent of positive or negative disconfirmation, exerts a direct effect on the feeling of satisfaction

The conceptual framework of this study is presented on Figure 2.

CUSTOMER SATISFACTION ON FOOD DELIVERY SERVICES
OFFERED BY FAST FOOD CHAINS IN LEGAZPI CITY

Measures that may offered to address the problems to improve the customer’s satisfaction on Food Delivery Services of Fast food Chains in Legazpi City

* Satisfied Customer
* Improved quality of products
* Improved quality of services

Figure 2
Conceptual Framework of the Study
Definition of Terms
The following as used in this study are defined operationally and conceptually for better understanding.
Customer. In this study refers to people who buy goods or service. Customer Satisfaction. A business term that measures how a company supplies product and services meet or surpasses customer’s expectation.

Food Delivery. Something delivered, as a shipment or package.
Fast Food Chains. A chain of restaurants serving fast food
Food Quality. Is the quality characteristics of food that is acceptable to consumers. This includes external factors as appearance (size, shape, colour, gloss, and consistency), texture, and flavour; factors such as federal grade standards

Marketing. Is the process of communicating the value of a product or service to customers. It is a critical business function for attracting customers
Services. Intangible products such as accounting, banking, cleaning, consultancy, education, insurance, expertise, medical treatment, or transportation.
Communication. Is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behaviour.

Notes

1 “Customer Satisfaction,” Wikipedia, Web, 20 Jan. 2008
<http://hotelmule.com/wiki/Customer-satisfaction>.

2 “Customer Satisfaction,” Dobney, Web, 12 Nov.2008
http://www.dobney.com/Research/customer_satisfaction.htm.

3 “Customer Satisfaction,” Wikipedia, Web,9 April 2011
http://www.life123.com/career-money/small-business/customer- retention/importance-of-customer-satisfaction.shtml 4 “Customer Satisfaction,” Google, Web, 28 May 2007

5 “Customer Satisfaction,” Wikipedia, Web, 29 Sept. 2011 http://wikipedia.com/wiki/Customer-satisfaction

6 “Communication,”Wiki-answer,Web, 11 Oct 2010
http://wiki.answers.com/Q/Why_is_effective_communication_important_in_organisation 7 “Communication,” Yahoo ,Web, 18 June 2007
http://answers.yahoo.com/question/index?qid=20080610075941AAK6lPk

8 “Communication,”Wikipedia ,Web, 6 Jul. 2009
http://en.wikipedia.org/wiki/Evaluating-perceptions-communication-of-food-risks-benefits
9 “Communication,”Enotes ,Web, 4 Jan. 2008
http://www.enotes.com/homework-help/why-communication-important-all-businesses>.
10 “Food Quality.”Wikipedia,” Web, 12 April 2010
http://en.wikipedia.org/wiki/ Food Quality
11 Shirley Taylor, “Waiting for Science: The Relationship between Delay and Evaluation of Service,” Journal of consumer Research, New York, April 2005 12 William Reinfield, “Situational Influences Affecting Consumer Behaviour,” An Assessment Study, Journal of Consumer Research, Texas, March 2006 13 Ronal V. Faber, “An Assessment Study: Customer Value Perspective,” Multinational Business Reearch, New York, 2006

14 Rowena S. Roldan and Benito T. Edica. “Food Service and Bartending”, An Unpublished Undergraduate Thesis, Divine World College of Legazpi, Legazpi City, 2006 15 Rowena Rojas,” Assessment of Viability of Selected Fast Food
Chains in Legazpi City as Perceived by Ago Medical and Educational Center Student,” An Unpublished Undergraduate Thesis, AGO Medical and Educational Center, Legazpi City, 2005 16 Roberto Bonagua, “Putting Up a Bar and Restaurant in Daraga Albay,” An Unpublished Undergraduate Thesis, Bicol University , Legazpi City,2006 17 Felix G. Torres, “Customer Satisfaction of College Students in Bars and Restaurant in Legazpi City,” An Unpublished Undergraduate Thesis, Divine World College of Legazpi City, 2005

18 Linda V. Tan, “Customer Satisfaction,” Entrepreneur Magazine, An Summit Media Publication, August 2004. Page 75 – 76
19 Macario, Viopronio S. “Modernization of Cottage Industries, Up Institute Of Small Scale Industries, Manila, Page 112, 2009

CHAPTER III
RESEARCH DESIGN AND METHOLOGY
This chapter briefly shows the methods and sources of data, the procedure apply in conducting the study. The research validation instruments, the gathering procedures and data’s and the statistical treatment in the clear analysis of the gathered data.

Research Design
This research utilizes descriptive method of the study. It is used to describe the customer satisfaction on food delivery services offered by fast food chains in Legazpi City. It presents a collected data with the use of textual and tabular forms which delved into the services of the fast food chains, and perception of the respondents and the problems encountered by the respondents. Source of Data

This research utilized two sources of data, which were the primary and secondary. This was used to find answers to the problems presented. The primary sources of data were the responses of the respondents of the delivery services in a fast food establishment through the use of the prepared questionnaires. The secondary data came from records, library files, magazines

Validation of the Research Instrument
The research instrument was subjected to a dry run. Questionnaires were distributed personally to( 5) selected fast food chains that offer delivery services in Legazpi City and for them to answer. Their suggestions were incorporated in the questionnaire and necessary corrections were made. The final respondents in Legazpi City.

Population of the Study
The populations of the study were (30) different kinds of customer with the total of 30 respondents. The breakdown of the population of the study is presented in table A.

Table A Population of the Study

Respondents| Frequency| Percentage| Customer| 30| 100% | | x | x | | x | x | Total| 30| 100%|

Research Instrument
The study utilizes a survey questionnaire in its data gathering. It is constructed with the assistance of the research adviser and the research instructor. A semi-structured questionnaire is utilized and it is composed of four (3) parts. Part I – customer satisfaction of food delivery services offered by fast food chains in Legazpi City. Part II – perception of the respondents in the fast food chains in Legazpi City. Part III – problems encountered by the respondents in the fast food chains in Legazpi City.

Data Gathering Procedure
In the conduct of this study, the researchers followed procedures in order to gather the needed data. The research procedure
consisted of the following choosing the topic and stating the objectives and the problem to be studied; the reading and collecting related literature and studies which are composed of facts and principles that have bearing with the study and the drafting of the theoretical and conceptual framework. The questionnaires were prepared and submitted to the adviser for corrections. A written letter of permission approved by the Department Head was submitted to the dean of Academics for approval to conduct study in the different delivery services in a fast food establishment included in the study. Moreover, a dry run was conducted before the distribution of the approved questionnaires. The researchers personally retrieved the answered questionnaires. The responses were tallied, analysed and interpreted according to the statement of the problem. Statistical Treatment

The data collected was statistically treatment with the use of percentage, frequency count and rating for its appropriateness to the nature of the analysed data. Percentage is used to compute the percentile of values with the following formula. 1

P-Percentage
X-Frequency
N-Total number of respondents
100-constant

The weighted Mean is used to present, summarize, describe and analyse the data for the respondent’s perception and the effects of the delivery services of a fast food chains in Legazpi City.

Where:
WA – weighted average
F- Frequency
W – Weight of a given category
N – Number of respondents
To determine the specific interest, a descriptive / adjectival rating was used for Table I. Scale| Numerical Rating| Adjectival Rating|
4| 3.25 – 4.00| Excellent|
3| 2.50 – 3.24| Very Satisfactory|
2| 1.75 – 2.49| Satisfactory|
1| 1.0 – 1.74| Poor|

The corresponding adjectival rating used for Table II is as follows: Scale| Numerical Rating| Adjectival rating|
4| 3.25 – 4.00| Always Encountered|
3| 2.50 – 3.24| Encountered|
2| 1.75 – 2.49| Seldom Encountered|
1| 1.0 – 1.74| Not Encountered|

And for Table III, the adjectival rating used is also shown below. Scale| Numerical Rating| Adjectival rating|
4| 3.25 – 4.00| Strongly Agree|
3| 2.50 – 3.24| Agree|
2| 1.75 – 2.49| Disagree |
1| 1.0 – 1.74| Strongly Disagree|

Notes

1Laurentina Paler-Calmorin and Melchor A. calmo00rin,”Statistics in Education and Science with Application to Research” ( Rex Printing Company Inc.2002)

Chapter IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter shows the presentation, analysis, and interpretation of data derived from the respondents. The includes the Customer Satisfaction of food Delivery services offered by fast food chains in Legazpi City which is shown in tabular and textual forms.

1. Customer Satisfaction of Food Delivery Services offered by Fast Food Chains in Legazpi City

a. Delivery Services
Under the Delivery services it shows that the highest weighted mean of 3.16 was given by the respondents on food delivered to customer are accompanied with either delivery note or an invoice or it is interpreted as Very Satisfactory. Followed by the lowest weighted mean is Cleanliness and hygiene of delivery boy or delivery staff rated 2.86 interpreted as Very Satisfactory. The data implies that the food delivery in a fast food chains got the highest weighted mean when it comes to delivery services. Because they prefer foods to be delivered than to cook in their houses in order to save the time, effort and energy. Correct ordered delivered gave also a great impact in terms of effective delivery service. Cleanliness and hygiene of delivery staff is also considered since they are handling food which is also vital to customer’s health.

b. Marketing services
In terms of Marketing Services, Findings revealed the highest weighted mean was 3.00 or interpreted as Very Satisfactory, also on the Sales promotion relevant to food delivery such as media advertising and giving freebies, followed by the lowest weighted mean is improved quality of food beyond your expectation 2.80 interpreted as Very Satisfactory. The findings revealed that the marketing services is effective in releasing quality and good advertising, providing a simple and easier to know facts about the food chain and a truthful beyond expectation products offered
strengthens the company . Freebies relatively attract people to eat at the same food chain, specifically for children who are fond of freebies giving by certain food chains. Also, clear and reasonable pricing of the products is one of the most vital reasons why customers visit a certain food chain more often than other establishments which offer same services. c. Communication

Along the communication the highest weighted mean is 3.16 , which is seek out customer delivery location when answering telephone calls and asking proper information to avoid misdelivery or miscommunication, followed by the lowest weighted mean of 2.96, to provide telemarketing or sales through telephone use to customer. The findings imply that the communication is important to the satisfaction of customer because it’s attaining the high standard expiectation of service of the fast food chains. It is but one of the most important thing when providing delivery service is to know the exact location of customers where the ordered food is to be delivered as to prevent delays and spoilage of food. Courteousness of staff must be observed at most, better as what we say customers are always right and the crew must serve them with utmost respect as a professional as well. Telemarketing is also encountered by the respondents like providing them with the new food items for additional orders as well. d. Quality of Foods

The findings imply that the quality of food have the same weighted mean 3.10 on Proper presentation of food / menu being delivered, proper packaging of food is being observed, food is properly handled during delivery. The findings revealed that the quality of food offered by fast food chains met the expected outcome of the customers when it comes to presentation, offered foods and the way of handling their orders. The customers will always look to something unique and amazing about this characteristic that is why they will go back or order more often once this thing are met or encountered by them. Since it is a delivery system, maintaining the same appearance and presentation of the ordered goods are also the utmost concern of the valued consumers. A food establishment must not lower the quality of food serve just to do cost-cutting, in that case their customer might not even think of
doing the same transaction once their expectation is not met. TABLE I

Customer Satisfaction on Food Delivery Services offered by Fast Food Chain in Legazpi City Statements| Weighted Mean| Interpretation|
A. Delivery Services 1. Food delivered to customer are accompanied with either delivery note or an invoice | 3.16| Very Satisfactory| 2. Correct order delivered, on time delivery , and good price of delivery services| 2.96| Very Satisfactory| 3. Cleanliness and hygiene of delivery boy or delivery staff.| 2.86| Very Satisfactory| General Weighted Mean| 2.99| Very Satisfactory|

B. Marketing Services 1. Clear pricing and correct method of presenting the bill and receiving payment| 2.93| Very Satisfactory| 2. Sales promotion relevant to food delivery such as media advertising and giving freebies| 3.00| Very Satisfactory| 3. Improved quality of food beyond your expectation| 2.80| Very Satisfactory| General Weighted Mean| 2.91| Very Satisfactory|

C. Communication 1. Courteousness of delivery staff in communicating with the customer| 3.16| Very Satisfactory| 2. Provide telemarketing or sales through telephone use to customer| 2.96| Very Satisfactory| 3. Seek out customer delivery location when answering telephone calls and asking proper information to avoid misdelivery or miscommunication| 3.23| Very Satisfactory| General Weighted Mean| 3.11| Very Satisfactory|

D. Quality of Foods 1. Proper presentation of food / menu being delivered| 3.10| Very Satisfactory| 2. Proper packaging of food is being observed| 3.10| Very Satisfactory| 3. Food is properly handled during delivery| 3.10| Very Satisfactory| General Weighted Mean| 3.10| Very Satisfactory|

OVER ALL GENERAL WEIGHTED MEAN| 3.02| Very Satisfactory|

2. Problem encountered by the respondents
This section presents the discussion of the problem encountered by
respondents in a fast food chains in Legazpi City. This is presented in terms of food delivery services, marketing services, communication and quality of the food. a. Delivery Service

In terms of delivery service, delayed or slow delivery services are being encountered has got the highest weighted mean of 3.06 followed by the lowest weighted mean of 2.9, no standard terms and condition of delivery interpreted as encountered. Findings imply that most almost all respondents encountered delayed or slow delivery services on any food chains due to different reasons it may be. In any instances, they must be able to adhere to their terms and condition. Since, it is in a form of delivery service. The customers must be informed as well on any cause of delays. Additional charges made to customers, where the least of the concern of the respondents when it comes to problems that they have encountered. a. Marketing Services

In terms of marketing services; high price of delivery service got the highest customer’s weighted mean of 3.17, followed by unreasonable additional cost of delivery with the lowest weighted mean of 3.03 and is interpreted as encountered.

High price of delivery service is a major concern of customers, most of them opted for over the phone orders to save time and effort but high charges of delivery service is also an issue to them. Uninformed customers for sudden price changed on the spot of receiving the delivery gets into a problem since the customers are accustomed that whatever they have agreed over the phone must be also the actual charge to them, as well. Also, the result of data gathered revealed that sales receipt or delivery invoice is one of the important concerns of customers, since it is the basis for the payment to be made by the customers. Missing, crumpled or unclear invoice is encountered by most of our respondents that makes it their priority problem encountered at all times. Unreasonable additional charges that are also encountered by customers make a decrease impact to any food establishments in terms of their delivery services and would also mean a negative effect to the company’s integrity as well. b. Communication

In terms of communication, impolite delivery staff while communicating with customer and poor communication skills of staff when answering over-the-phone orders/transaction has the same weighted mean followed by the lowest weighted mean of 3.1 in poor communication equipment either cell phone etc. of the fast food and delivery staff. As what is believed in terms of business, customers are always right, utmost courtesy and understanding must be extended by service crew when communicating with them though it is just over the phone encounters.

Impolite delivery staff will also give a negative impact to the delivery services of a certain food establishment. Regular updates of the service crew regarding the services rendered by the food establishment and training on enhancing the communication skills of the staff must be done by the management Communication equipment must also be provided in order to get the transaction easily and clearly as well to prevent any further problems to be encountered by the customers. Power and communication signals on these communication gadgets must be regularly checked as well to ensure effective relaying of orders at once. d. Quality of the food

Improper cooking of dishes or menus delivered rashly by the delivery staff got the highest weighted mean of 3.03 followed by the lowest weighted mean of 2.67 for food spoilage due to improper handling, cooking and delivery or is interpreted as Encountered. Since some of the food establishment are aiming to meet the delivery time they have set, it commonly result to improper cooking of dishes delivered by the delivery staff accompanied by improper packaging as well. Since it is a food commodity the food chains must always ensure the proper packaging and way of cooking so as not to put the health of customers in danger.

Customer’s utmost problem will always fall on how the food chains have cooked the food ordered, and the way it is presented upon the delivery of goods. Any customer who experienced same problem often would always give the food establishment a negative rating to his friends or relatives thus decreasing the positive advertising of the establishment as well. In time, this usual problem will always cause a great problem or dilemma to the
management as well since it is encountered by most of our respondents based from the gathered data.

TABLE II
Problem Encountered by the Respondents
Statements| Weighted Mean| Interpretation|
A. Delivery Services 1.Delayed or slow delivery services are being encountered.| 3.06| Encountered| 2.No standard terms and condition of delivery.| 2.90| Encountered| 3.There are additional charges for delivery services| 2.93| Encountered| General Weighted Mean| 2.96| Encountered|

B. Marketing Services1.Unreasonable additional cost of delivery| 3.03| Encountered| 2.High price of delivery service| 3.17| Encountered| 3.No invoice or delivery note on the food delivered by delivery staff| 3.07| Encountered| General Weighted Mean| 3.09| Encountered|

C. Communication 1.Impolite delivery staff while communicating with customer| 3.20| Encountered| 2.Poor communication equipment either cell phone etc. of the fast food and delivery staff.| 3.10| Encountered| 3.Poor communication skills of staff when answering over-the-phone orders/transaction| 3.20| Encountered| General Weighted Mean| 3.17| Encountered|

D. Quality of the Foods 1. Poor presentation and packaging of food delivered to customer| 2.87| Encountered| 2. Improper cooking of dishes/menus delivered rashly by the delivery staff| 3.03| Encountered| 3. Food spoilage due improper food handling, cooking and delivery.| 2.67| Encountered| General Weighted Mean| 2.86| Encountered|

OVER ALL GENERAL WEIGHTED MEAN| 3.02| Encountered|

3. Possible Solutions to Problem Encountered by the Respondents

The findings on the following table, tackles about measures to enhance the
operation of food delivery services on fast food chains. The discussion is subdivided in terms of delivery services, marketing services, communication and quality of the food. The data is presented in Table 3. a. Delivery Services

It revealed that affordable payment for delivery service got the highest weighted mean rating of 3.67 followed by the lowest weighted mean of 3.47 for on time or fast delivery services must be offered by fast food chain which is both interpreted as Agree. Affordable price is still the main concept why people visit more often or made an order to a certain food establishment. Together with this affordability, the right presentation and good taste of food is also considered by most of the customers. And quality standard and condition in the delivery service With this fast and on time delivery service must also be a priority of any food establishment, since people is saving time and effort of going to the actual location of food establishment. b. Marketing services

Explain to the customer every reason of price increase, got the highest weighted mean of 3.77 followed by the least weighted rate of 3.67 to provide fix rules of delivery. Sudden or on the spot change in prices of the good s to be paid is one of the main reason why customers get unsatisfied of the services offered by any establishment. To prevent this kind of problem, they must stick with the rules and the prices that they have talked over the phone. Being able to explain this price increase prior to delivery will settle the mind of the customers when they got the ordered goods. A fix rules set by the food establishment guides the rights of the customers and also saving the rights of the food establishments as well. In this case an informed-customer will have trust on the certain food establishment to do another transaction in the future. c. Communication

In terms of communication, management must provide service trainings regarding the proper ways of taking phone orders or transaction got the highest weighted mean of 3.70 and is interpreted as a Strongly Agree followed by the lowest weighted mean of 3.50 to provide proper behaviour training must be given to staff. Since, some customers are making over the
phone orders, the crew assigned in this area must be able to catch up the orders of customers at once. Service training on effective way of taking phone orders or transaction must be conducted by the management. Customers will surely be irritated by any staff who cannot get their orders right away, especially if the goods delivered are not exact in comparison to what they should have got. Behaviour training must also be conducted so as each staff is accustomed on how to accommodate properly the customers even they are not face-to-face with each other. When it comes to the actual delivery, the delivery staff should also provide utmost courtesy to the customer.

d. Quality of the Food
In terms of quality; creative presentation of food delivered to customer got the highest weighted mean of 3.70 interpreted as a Strongly Agree followed by the lowest weighted mean of 3.60 to provide standard way of cooking menus and dishes. The presentation adds up to the good taste of the food itself, how will people appreciate a product especially food if it isn’t served well. Once, you have prepared something good for the eyes, neat and clean in a package the people will have the interest to the same transaction with the establishment as well. A standard way of cooking the food effectively, clean, fast and safe must be observed. Since the product is food, which is being taken in our body, the customers main concern will be their health. No one would ever want to eat uncooked, dirty, improperly presented food. As much as possible, if we could also give the health benefits of foods it should be done by any food establishment. In that case, the customer will feel safe and secure about their food intake, building trust to a certain fast- food establishment.

TABLE III
Possible Solution to Problems Encountered by the Respondents Statements| Weighted Mean| Interpretation|
A. Delivery Services 1. On time or fast delivery services must be offered| 3.47| Strongly Agree| 2. They must set a quality standard and condition in the delivery service| 3.50| Strongly Agree| 3. Affordable payment for delivery service| 3.67| Strongly Agree| General Weighted Mean| 3.55| Strongly Agree|

B. Marketing Services 1. Provide fix rules of delivery| 3.67| Strongly Agree| 2. Explain to the customers every reason of price increase| 3.77
| Strongly Agree|
3. Include delivery note invoice on the food delivered by the delivery staff.| 3.73| Strongly Agree| General Weighted Mean| 3.73| Strongly Agree |
C. Communication 1. Proper behavior training must be given to staff| 3.50| Strongly Agree | 2. Upgrade and innovate the communication equipment| 3.63| Strongly Agree | 3. Management must provide service trainings regarding the proper ways of taking phone orders or transaction| 3.70| Strongly Agree| General Weighted Mean| 3.61| Strongly Agree|

D. Quality of the Foods 1. Creative presentation of food delivered to customer.| 3.70| Strongly Agree| 2. Provide standard way of cooking menus/dishes.| 3.60| Strongly Agree| 3. Proper food handling, cooking and delivery must be priority.| 3.67| Strongly Agree| General Weighted Mean| 3.66| Strongly Agree|

OVER ALL GENERAL WEIGHTED MEAN| 3.63| Strongly Agree|
CHAPTER V

SUMMARY, FINDINGS, CONCLUSION AND RECOMMENDATIONS

Presented in this chapter is the summary, findings in concise form, the conclusion derived from the findings and the recommendations offered by the researcher. It also presented at the end of this chapter, the areas for further study cited, in the form of possible research titles given in advance for future researchers.

Summary
The description design was utilized in this study. The collected data were using textual and tabular forms. A detailed presentation of information was provided in order to show in detail the variable of the study. The
population of the study was composed of thirty (30) respondents. The data collected was statistically treated using frequency count, percentage and weighted mean, which were appropriate to the nature of the data to be analysed. This study aims to determine The Customer Satisfaction of Food delivery services offered by Fast-food Chains in Legazpi City. Specifically, this study sought the answers to the following problems: What is customer satisfaction offered by food delivery service in Legazpi City, In terms of: a.delivery services

b. marketing services
c.communication
d.quality of the food
2.What are the problems encountered by respondents. In terms of: a.delivery services
b.marketing services
c.communication
d.quality of the food
3. Possible solution to problems encountered by the respondents a.delivery services
b.marketing services
c.communication
d.quality of the food

Findings:
Based on the data gathering and analyzed, the following findings were proposed: 1. Customer Satisfaction on Food Delivery Services offered by Fast Food Chain in Legazpi City a. Delivery services

Under the Delivery services it shows that the highest weighted mean of 3.16 was given by the respondents on food delivered to customer are accompanied with either delivery note or an invoice or it is interpreted as very satisfactory. Followed by the lowest weighted mean is Cleanliness and hygiene of delivery boy or delivery staff rated 2.86. b. Marketing services

In terms of Marketing Services, Findings revealed the highest weighted mean was 3.00 or interpreted as very satisfactory also on the Sales promotion relevant to food delivery such as media advertising and giving freebies, followed by the lowest weighted mean 2.80 for improved quality of food beyond your expectation and is interpreted as Very Satisfactory. c. Communication

Along communication the highest weighted mean 3.16 to seek out customer delivery location when answering telephone calls and asking proper information to avoid misdelivery or miscommunication. Followed by the lowest weighted mean of 2.96 and is interpreted as Very Satisfactory. d. Quality of the food

The findings imply that the quality of food have the same weighted mean 3.10 on Proper presentation of food / menu being delivered, Proper packaging of food is being observed, Food is properly handled during delivery interpreted as very satisfactory.

2. Problem Encountered by the respondents
a. Delivery Service
In terms of delivery service, there are additional charges for delivery services has highest weighted mean of 3.93 and interpreted as always encountered. Followed by the lowest weighted mean of 2.90 or interpreted as encountered, in no standard terms and condition of delivery set. b. Marketing Services

Along with Marketing Services, high price of delivery service got the highest customer’s weighted mean of 3.17 and interpreted as encountered. Followed by lowest weighted mean of 3.03 is an unreasonable additional cost of delivery. c. Communication

In terms of communication, impolite delivery staff while communicating with customer and poor communication skills of staff when answering over-the-phone orders/transaction has the same weighted mean of 3.20 followed by the lowest weighted mean of 3.10 in poor communication
equipment either cell phone etc. of the fast food and delivery staff, both interpreted as encountered. d. Quality of the foods

Along quality of the foods, improper cooking of dishes/menus delivered rashly by the delivery staff got the highest weighted mean of 3.03 interpreted as Encountered. In Poor presentations and packaging of food delivered to customers got the least weighted rate of 2.87 or interpreted as encountered.

3. Possible solution to problem Encountered by the respondents a. Delivery Services
It revealed that affordable payment for delivery service got the highest weighted mean rating of 3.67 followed by the lowest weighted mean of 3.47 for on time or fast delivery services must be offered by fast food chain which is both interpreted as Agree. b. Marketing services

Explain to the customer every reason of price increase, got the highest weighted mean of 3.77 followed by the least weighted rate of 3.67 to provide fix rules of delivery which are still both interpreted as Strongly Agree. c. Communication

In terms of communication, management must provide service trainings regarding the proper ways of taking phone orders or transaction got the highest weighted mean of 3.70 and is interpreted as a Strongly Agree followed by the lowest weighted mean of 3.50 to provide proper behaviour training must be given to staff. d. Quality of the Food

With regards to quality of food, creative presentation of food delivered to customer got the highest weighted mean of 3.70 interpreted as a Strongly Agree followed by the lowest weighted mean of 3.60 to provide standard way of cooking menus and dishes or is interpreted as Strongly Agree.

Conclusions
1. The level of Customer Satisfaction on Food Delivery Services offered by Fast Food Chain in Legazpi City is “very satisfactory” in terms of delivery
services, marketing services, communication and quality of the food offered. 2. The respondents rated as “encountered” in problems encountered on the Fast Food Chains in Legazpi City in terms of delivery services, marketing services, communication and quality of the food offered. 3. The problems experienced by respondents in Fast Food Chains in Legazpi City is rated as “strongly agree” in terms of delivery services, marketing services, communication and quality of the food offered.

Recommendations
The study has the following recommendation
1. Customer Satisfaction of Food Delivery Services offered by Fast Food Chains in Legazpi City must be consistent with their services offered in terms of delivery services, marketing services, communication and quality services in order to strengthen the company’s food delivery service system. 2. The problems encountered by the respondents in a Fast Food Chains in Legazpi City in terms of delivery services, marketing services, communication and quality of the food. must be given ample solutions in order to uphold and maintain companies’ service integrity 3. Proper promotion, food handling, packaging and preparation always affects the customers satisfaction, thus it must always be the utmost priority of food establishments.

Freebies are also becoming a main source of attracting customers to any food establishments 4. Tactical plans to prevent delivery delays must also be formulated by different fast food chains in anticipating any problems encountered when it comes to the actual delivery of goods. 5. Utmost courteousness, understanding to customers, fast snappy response and correct getting of on the air orders must be observed by any fast food chains, thus frequent training to crew and delivery staff must be observed by the management. Familiarization of food offered, pricing and menus must also be a requirement to fast food chain staff as to prevent problems in getting orders.

Areas for Further Studies
1. Efficiency Ways on Delivery Service of Fast- Food Business in Legazpi City 2. Comparative Study of Pricing and the Delivery Service offered by Fast Food Chains in Legazpi City. 3. Handling of Service Crew and

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