THE PROBLEM AND ITS SETTING
Customers are the lifeblood of every organization. As such, customer satisfaction is its primary goal and profit maximization is only secondary. Most companies in every industry aim to deliver great value in their products and services to maintain a competitive position food quality was found to be the most important factor contributing to customers' overall satisfaction. (Yen-Soon, Moreo, Yeh, 2004). It is suggested that management should pay attention to the freshness, appearance, and nutrition of the food to increase the customers' satisfaction Foodservice is the art and science of planning, preparing, cooking and serving of quality meals in proper quantity. Viewed as a system, foodservice is grouping of separate parts of components working together to attain the goal of serving quality meals.
Foodservice had been called “ultimate people business (Payne-Palacio and Theis,2003)”. As a single most important source in any work carry a heavy responsibility for health and well of the people they serve. The important of their good personal habits and using of correct food handling techniques cannot be overemphasized. An outbreak of food-borne illness among those who eat at a foodservice establishment may result from carelessness of the employees. Moreover, food courts also offer foodservice which a lot of people find practical and accessible to their needs and expectations . Food court is generally an indoor plaza or common area within a facility that is contiguous with the counters of multiple food vendors and provides a common area for self-serve dining. Food courts may be found in shopping malls and airports, and in various regions (such as Asia and Africa) may be a standalone development. In some places of learning such as high schools and universities, food courts have also come to replace or complement traditional cafeterias.
This study professed the theory advocated by Leonard Berry in 2002. It stated that customer satisfaction is largely a reflection of the expectations and experiences that the customer has with a product or service. However expectations also reflect that influences the evaluation of the product or service. When they make major purchases, they research the product or service and gain information from the advertising, salespersons, and word-of-mouth from friends and associates. This information influences their expectations and ability to evaluate quality, value, and the ability of the product or service to meet their needs. A diagnostic approach to satisfaction measurement is to examine the gap between the customer's expectation of performance and their perceived experience of performance. This "satisfaction gap" involves measuring both perception of performance and expectation of performance along specific product or service attributes dimensions. Dimensions are often used to develop an evaluative set of satisfaction measurement questions that focus on each of the dimensions of customer satisfaction in a service environment.
This study evolved along the aforementioned theories on management and service. The paradigm below considered the respondents of the study; random selection of customers at food court; and the assessment of the level satisfaction in terms of food quality and service quality.
Figure 1. The Research Paradigm
Statement of the Problem
This study determined the level of customers’ satisfaction on food and service quality in food court. Specifically it sought answers to the following problems:
What is the perception of the customers in food court in terms of Food Quality:
What is the perception of the customers in food court in...
Bibliography: Bitner, M. J. (2003). Services Marketing: Integrating customer focus across the firm. 3rd edition. New York: McGraw-Hill.
Cecilia, Ernesto. (2000). Personnel Management Association of the Philippines Manual for School Health and Nutrition Program, DepEd,
Inigo, Conrado Jr. Pd.D. (2002). Principles of Management
Liu CH, Yen LC. (2010). The effects of service quality, tourism impact, and tourist satisfaction on tourist choice of leisure farming types. Afr. J. Bus. Manag., 4(8): 1529-1545.
Mill, Robert Christie. (2001). Restarurant Management, University of Denmark, Prentice Hall
Payne-Palacio, June and Theis, Monica
Pedrigon, G.P (2000). Food Service Management in the Philippines, Quezon City, University of the Philippines - College of Home Economics.
Robinson, James and McCornick, Deborah,(2005). Essentials of Health and Wellness, USA: Thomson Delimar Learning,
Rouse Left Mark On Malls, Not Just His Own . (2004). "Shopping Centers Today (International Council of Shopping Centers). Retrieved April 20, 2010
Wishna, V. (2000). Great expectations. Restaurant business, 99 (1), 27-30.
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D
Cruz, Luis (ASEAN Center for Entrepreneurship). (2002). "Trends and Opportunities in Food Services Restaurant Sector Meeting of the Philippines”, Manila, Philippines, July 18, 2003.
Liu, Y. & Jang. S. (2009). Perceptions of Chinese restaurants in the U. S.: What affects customer satisfaction and behavioral intention? International Journal of Hospitality Management,28, 338-348.
Mohsin, A., McIntosh, A. & Cave, J. (2005). Expectations of the service experience offered by restaurants and cafes in Hamilton. Journal of Hospitality and Tourism Management, 12 (2), 108-116.
Ngaosi, Janice F. (2004). Customers ' Satisfaction Factors Regarding University Food Court Service, Journal of Foodservice Business Research, Vol. 7 Issue 4, p97-110, 14p, 5
Service, Park J.S
Wu, C. H. & Liang, R. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotels restaurants. International Journal of Hospitality Management, 28, 586-593
C. Unpublished Materials
Scott M. Smith PhD, The Fridge Benefits of Survey Culture Metatheory for Market Researchers, How to Measure Customer Satisfaction: Satisfaction Measurement and Theory
Ulap, Decie Arlyn Joy Banaga.( 2006)
Please join StudyMode to read the full document