Customer Satisfaction

Topics: Street food, Fast food, Marketing Pages: 36 (10979 words) Published: September 19, 2013
CHAPTER I
THE PROBLEMS AND ITS SETTING

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...
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