I. PROPOSED Title
“Customer Satisfaction of Mcdonalds in Halang. Calamba City Laguna”
II. TENTATIVE STATEMENT OF THE PROBLEM
Restaurant clients are different that the repast being served should provide to many type of client possible to maximise gross revenues and net income. Assorted factors that will lend to increased benefaction and income are nutrient penchant by age. gender. income and grasp factor like texture. olfactory property and gustatory sensation.
Therefore. this survey analyzed how menu planning satisfies the clients of Mcdonalds in Halang. City of Calamba Laguna.
Specifically. this survey aimed to reply the undermentioned jobs: 1. What is the demographic profile of the client of the Mcdonalds in footings of:
1. age ; and
2. What is the degree of client satisfaction of Mcdonalds in footings of:
A. Appreciation factor
2. 1a. gustatory sensation
2. 2a. presentation
2. 3a. olfactory property
B. Customer satisfaction
2. 1b. monetary value
3. Is at that place important differences?
3. 1 between male and female respondents in footings of grasp factor and client satisfaction. 3. 2 among age groups ( adolescents 15-19. immature grownups 20-29. grownups 30 onwards ) in footings of grasp factor and client satisfaction.
Filipinos are known to be nutrient lovers. Food is linked with its civilization and tradition. In Filipino household. nutrient histories for 43 per centum of entire outgo ( Palma. 2005 ) .
It has been a portion of the Filipino civilization to dine out during work interruptions and when observing different occasions. More so. feeding has a moneymaking concern. Food is a alert concern in the Philippines. Women traditionally do the cookery in Filipino families ; nevertheless most of them are already preoccupied with work-related concerns. therefore they buy cooked nutrient. hold it delivered or they dine out. Because of today’s fast-paced life style. ready-to-cook and ready-to-eat repasts have become greatly in demand. One of the fast development and spread outing industry in the Philippines is the nutrient service industry. The nutrient service industry is sought after by a turning figure of people who want to hold make fulling repasts in the shortest clip and at the most sensible monetary value. The entire market in 2000 for the fast nutrient section was over Php30 billion ( Palma. 2005 ) .
Due to customers’ increased quality consciousness. retail merchants are now aware of supplying high quality nutrient. which conforms to the gustatory sensation of the consumers. every bit good as the velocity and efficiency of service in a clean environment. The high rate of competition has made these factors necessary for the growing of the retail nutrient industry ( Palma. 2005 ) .
Geting involved into the nutrient service concern requires cognition of rules of direction. Food can impact the wellness of the consumers. The proprietor of director must guarantee the quality of nutrient being served to its clients. Considerations are made on the bill of fare planning. measure production. nutrient pricing. sanitations of country and readying processs. Honest and prompt service should be included in the precedence programs of the proprietor. Menu planning as one of the basic constituent of a nutrient service industry is defined as the programming of repasts to be served. A decently designed bill of fare can convey higher client satisfaction and improved gross revenues and income in favour of the clients every bit good as concern operator. Customer satisfaction is a step of how merchandises and services supplied by a company meet or surpass client outlook. It is seen as a cardinal public presentation index within concern and is portion of the four of a Balanced mark card. Organizations need to retain bing clients while aiming non-customers ( John. 2003 ) .
Measuring client satisfaction provides an indicant of how successful the organisation is at supplying merchandises and/or services to the market place. Customer satisfaction is an abstract construct and the existent manifestation of the province of satisfaction will change from individual to individual and product/service to product/service. The province of satisfaction depends o a figure of both psychological and physical variables which correlate with satisfaction behaviours such as return and urge rate. The degree of satisfaction can besides vary depending on the other factors the client. such as other merchandises against which the client can compare the organization’s merchandises.
In the eating house industry. client satisfaction is really indispensable to hold repetition concern. Because nutrient is a cardinal constituent of the eating house experience. there can be no uncertainty that the nutrient has. and will go on to hold. a major impact on consumer satisfaction and return backing. A important challenge confronting eating house industries today is to supply quality nutrient that is non merely obliging for the clients but besides can be superior to concern rivals. Hence. quality nutrient is one of the best agencies to maximise success in the eating house concern. The service quality is an attitude or planetary judgement about the high quality of a service. To be globally competitory. service industries must accomplish a quality service that exceeds the customers’ outlooks. Service quality determines an organization’s success or failure. Guaranting client satisfaction. which has been the step of success. is the premier concern of any imaginable concern.
McDonald’s is the largest concatenation of fast nutrient Corporation in the universe. has become a planetary most valuable trade names. The concern began in 1940. with a eating house opened by siblings Dick and Mac McDonald in San Bernardino. California. Is the world’s largest concatenation of beefburger fast nutrient eating houses. functioning more than 58 million clients daily. In add-on to its signature eating house concatenation. McDonald’s Corporation held a minority involvement in Pret A Manger until 2008. was a major investor in the Chipotle Mexican Grill until 2006. And owned the eating house concatenation Boston Market until 2007. It employed more than 418000 people in the universe.
A McDonald’s eating house is operated by either a franchisee. an affiliate. or the corporation itself. The corporation’s grosss come from the rent. royalties and fees paid by the franchisees. every bit good as gross revenues in company-operated eating houses. McDonald’s grosss grew 27 % over the three old ages stoping in 2007 to $ 22. 8 billion. and 9 % growing in runing income to $ 3. 9 billion. McDonald’s chiefly sells beefburgers. cheeseburgers. poulet merchandises. French french friess. breakfast points. soft drinks. shingles. and sweets. In response to fleshiness tendencies in Western states and in the face of unfavorable judgment over the good health of its merchandises. the company has modified its bill of fare to include options considered healthier such as salads. wraps and fruit. Its success is based on selling quality merchandises cheaply and rapidly. ( World Wide Web. studymode. com. 10 February 2013 )
IV. REVIEW OF RELATED LITERATURE
Customer satisfaction is an equivocal and abstract construct and the existent manifestation of the province of satisfaction will change from individual to individual and product/service to product/service. The province of satisfaction depends on a figure of both psychological and physical variables which correlate with satisfaction behaviours such as return and urge rate. The degree of satisfaction can besides vary depending on other options the client may hold and other merchandises against which the client can compare the organization’s merchandises. ( World Wide Web. wikipedia. com. 10 February 2013 )
CUSTOMER SATISFACTION DEFINED
Customer satisfaction. a term often used in selling. is a step of how merchandises and services supplied by a company meet or surpass client outlook. Customer satisfaction is defined as “the figure of clients. or per centum of entire clients. whose reported experience with a house. its merchandises. or its services ( evaluations ) exceeds specified satisfaction ends. ” In a study of about 200 senior selling directors. 71 per centum responded that they found a client satisfaction metric really utile in pull offing and supervising their concerns. ( World Wide Web. wikipedia. com. 10 February 2013 )
“Within organisations. client satisfaction evaluations can hold powerful effects. They focus employees on the importance of carry throughing customers’ outlooks. Furthermore. when these evaluations dip. they warn of jobs that can impact gross revenues and profitableness. . . These prosodies quantify an of import moral force. When a trade name has loyal clients. it additions positive viva-voce selling. which is both free and extremely effectual. ”
Therefore. it is indispensable for concerns to efficaciously pull off client satisfaction. To be able make this. houses need dependable and representative steps of satisfaction.
“In researching satisfaction. houses by and large ask clients whether their merchandise or service has met or exceeded outlooks. Therefore. outlooks are a cardinal factor behind satisfaction. When clients have high outlooks and the world falls short. they will be disappointed and will probably rate their experience as less than satisfying. For this ground. a luxury resort. for illustration. might have a lower satisfaction evaluation than a budget motel—even though its installations and service would be deemed superior in ‘absolute’ footings. ” ( World Wide Web. wikipedia. com. 10 February 2013 )
MEASURE CUSTOMER SATISFACTION
Customer satisfaction is indispensable to any concern. If your clients are satisfied they are more likely to buy more from you or from you more frequently. Measuring client satisfaction provides an indicant of how successful the organisation is at supplying merchandises and/or services to the market place. So. how do you mensurate your client satisfaction? And how can you increase your client satisfaction?
Like any other facet of your concern that you want to better. you foremost have to mensurate it. You can’t pull off what you don’t step. Without an appropriate measuring you have no manner of cognizing whether you are acquiring better or worse.
One of the best ways to mensurate your client satisfaction is with a Customer Satisfaction Survey. As you design your client satisfaction study. retrieve to remain focused on the issues that will hold the biggest impact.
Many factors have an impact on client satisfaction and trueness. You don’t have adequate resources to assail all the job countries. Key Driver Analysis tells you what is most of import to your clients and where to pass your money for the greatest impact so you can take action. As you do the Key Driver Analysis. don’t lose sight of your concern scheme. There are a little figure of factors that you need to maintain everyone focused on. your Cardinal Performance Indicators ( KPI ) .
And eventually. don’t forget that Keeping Score Isn’t Winning. The of import thing is to maintain your clients satisfied to maintain your concern healthy and turning. ( F. John Reh. 2013 )
INCREASE CUSTOMER SATISFACTION
Once you have established your benchmark of client satisfaction. you need to get down working to better it.
The first measure is to acquire everyone on your squad to understand that they are in the client service “department” regardless of where in the company they work. You may desire to publish out and post this list of Customer Management Tips for them. Following. they all need to understand that Guaranteed Customer Satisfaction is non merely the end. but that it is accomplishable and indispensable. And while it is indispensable. Good Customer Service Is No Longer Enough.
Finally. as you work to understand what is of import to your clients. you need to understand that it is every bit of import to “Listen To What They Are Not Stating. ” ( F. John Reh. 2013 )
CUSTOMER SERVICE BASICS
Servicing a client is a portion of every purchase and interaction with internal and external contacts. It can last a few seconds up to hours. So if we all do it and see it mundane in about everything we do. why isn’t good client service the norm? We all have narratives about when we were treated exceptionally good or highly ailing. We tend to portion these extraordinary narratives with others. We all know that word of oral cavity selling can be the absolute best advantage. or the worst drawback for a company. Warren Buffett said it best: “It takes 20 old ages to construct a repute and five proceedingss to destroy it. If you think about that. you’ll do things otherwise. “ ( Barb Lyon. 2009 ) IMPORTANCE OF CUSTOMER SERVICE IN HOSPITALITY INDUSTRY
Customer service is of critical importance for the touristry and cordial reception sector now more than of all time before as clients are looking to increase value for money and are less forgiving of second-rate service. However. despite its importance. quality client service is the exclusion instead than the norm in many parts of the universe.
Customer Service for Hospitality and Tourism is a alone text and vital to both pupils and practicians as it explains non merely the theory behind the importance of client service but besides acts as a guidebook for those wishing to set this theory into pattern. In kernel it is the ‘whys’ and ‘hows’ of client service.
It is easy to read. really current. and full of mentions to all the latest research from both academic and practitioner literature. Chapters cover of import subjects such as the fiscal and behavioural effects of client service. consumer tendencies act uponing service. developing and keeping a service civilization. pull offing service brushs. the importance of market research. edifice and keeping client relationships. supplying client service through the service flower stalk. the impact of engineering on client service. the importance of service recovery. and advancing client service internally and externally. ( Simon and Louis Hudson. 2012 )
The client is of import because without the client most concerns would non be. Potential clients frequently have many picks for topographic points and services in/on which to pass their hard-earned money. and they will honor a good experience by both returning every bit good as. hopefully. stating their friends and associates about it. therefore conveying the concern more clients. Unless a company values its clients and treats them consequently. those clients will go forth and travel elsewhere.
The exclusions here are companies which have a monopoly or other compelling ground for people to utilize them. such as a cardinal location or pricing no 1 else can fit. In this instance. unluckily ( as evidenced by infinite illustrations ) such companies can handle their clients with neglect and still be rewarded with repetition concern. ( www. replies. com. 10 February 2013 )
Under-promise and over-deliver should be the mantra for every successful hotelkeeper. who should be attentive and passionate about client demands. If you satisfy a customer’s needs. you are constructing the foundation to set up a relationship based on trust and trueness. All these factors jointly contribute to client trueness and keeping which are built-in for success in this industry.
Always be unfastened to suggestions. Understand what your clients expect from you. Put a suggestion box in your hotel response. cafe . air travel or touristry office so you can garner feedback from your clients. Further. don’t merely gather client recommendations. act upon them to demo that you truly care and desire their concern. It is indispensable to understand the importance of client service in cordial reception to do a positive difference to the concern by listening and acquisition.
You may supply the best service. but if you are non fast plenty. you may lose an of import client and several other referrals. Always remember if you do non give your client what he is looking for. he will strike hard on other doors until person else will. Learn how to invariably introduce to run into high outlooks and supply good service. The client should be the centre of your universe and your services should be designed around him.
The cordial reception industry thrives on convenience. If your client service is losing this indispensable ingredient. your concern won’t last long unless you bring about alterations that demonstrate your committedness to client satisfaction. Remember that the service and cordial reception industries were built to offer the rudimentss of convenience to clients. Today. as the industry is spread outing and the competition is turning. hotel pudding stones are acquiring advanced and thought of agencies to accomplish the highest criterions in convenience offerings.
The importance of client service in cordial reception emanates from the rule that the client needs to be treated with precedence. and he should see value in what he gets. If a client strongly believes he is acquiring value for the money he is paying. he will maintain coming back. On the contrary. dissatisfaction with your client service will do him turn back and expression for value offerings from your competition. ( Kidwai. 2013 )
Harmonizing to Guantes. Custodio and Cartagena ( 2003 ) . the bill of fare is the focal point of any foodservice operation because it influences all facet of foodservice. Furthermore. they believed that the client must be viewed as the most of import constituent of any foodservice constitution. The customer’s pick of nutrient is affected by their personal penchants and wont. ethic tradition. handiness. convenience. economic system and nutritionary value of nutrient.
Other factors that they found out to hold an bill of fare planning include the installations. manners of service and type of bill of fare forms.
The work done by Austria. et Al ( 2004 ) entitled “Customer Satisfaction on Food and Beverage Service of Paseo Uno in Mandarin Oriental Hotel. Manila” . fulfilling client is a great challenge to every eating house concern every bit good as acquiring to cognize the client profile. The survey include that the client of Paseo Uno were largely reasonably satisfied on the degree Fahrenheit & A ; b service because such were able to run into their outlook but non transcend what they expected.
The survey entitled “Customer Satisfaction of Kenny Rogers Roasters in Festival Supermall Alabang. Muntinlupa City” by Salazar. et Al ( 2011 ) imparts that eating houses should keep the grasp factor to obtain regular clients and more bill of fares points that appeal to client. They besides mentioned that Kenny Rogers Roasters should besides put monetary values that are sensible and suited to the budget of its clients. Such steps if implemented may assist Kenny Rogers Roasters stay competitory in the nutrient service industry.
To sum it up. it is said that it is indispensable for concerns to efficaciously pull off client satisfaction. To be able make this. houses need dependable and representative steps of satisfaction.
In researching satisfaction. houses by and large ask clients whether their merchandise or service has met or exceeded outlooks. Therefore. outlooks are a cardinal factor behind satisfaction. When clients have high outlooks and the world falls short. they will be disappointed and will probably rate their experience as less than satisfying.
Once you have established your benchmark of client satisfaction. you need to get down working to better it. The client is of import because without the client most concerns would non be. Potential clients frequently have many picks for topographic points and services in/on which to pass their hard-earned money. and they will honor a good experience by both returning every bit good as. hopefully. stating their friends and associates about it. therefore conveying the concern more clients. Unless a company values its clients and treats them consequently. those clients will go forth and travel elsewhere.
In add-on harmonizing to Guantes. Custodio and Cartagena ( 2003 ) . the bill of fare is the focal point of any foodservice operation because it influences all facet of foodservice. Furthermore. they believed that the client must be viewed as the most of import constituent of any foodservice constitution. The customer’s pick of nutrient is affected by their personal penchants and wont. ethic tradition. handiness. convenience. economic system and nutritionary value of nutrient. Besides another work done by Austria says that fulfilling client is a great challenge to every eating house concern every bit good as acquiring to cognize the client profile.
V. THEORETICAL FRAMEWORK
VI. CONCEPTUAL FRAMEWORK
The first constituent of the conceptual model of the survey is independent variable. This is the profiling of step ining variable with the usage of questionnaire which serves as the footing of be aftering the bill of fare. Information on the personal background of the respondents in footings of age. gender. and income degree determine if the bill of fare will offer response to client satisfaction in footings of nutrient wonts and penchants are related consideration excessively frequently menu contrivers are influence by their ain likes of nutrients and nutrient combinations instead than those of the client. ( Santos et al 2008 ) .
The 2nd constituent of the conceptual model is dependent variable. The questionnaire and interviews will be used to find the degree of satisfaction of the clients in the country of monetary value and grasp factors. These countries can impact the degree of satisfaction and outlook of the clients but may non to transcend their degree of outlooks. Aesthetic factors such as colour. texture. form. spirit and method of readying are other factors to see in be aftering bill of fare. Balance should be maintained among spirits. Food of the same or similar spirit by and large should non be repeated in a repast. Combination of nutrient utilizing different methods of readying can add assortment to the bill of fare. Foods prepare in the same mode by and large should non be serve ( Santos et al 2008 ) .
The 3rd constituent of the conceptual model is step ining variable. Data and information about the clients profile in footings of age. gender and income will be included in the questionnaire. The customer’s pick of nutrient is affected by their personal outlook and satisfaction. Personal perceptual experiences of nutrient clients do impact their satisfaction.