Research Haney Final

Republic of the Philippines
Department of Education
Region III
Division of Nueva Ecija
BARTOLOME SANGALANG NATIONAL HIGH SCHOOL
Barawid Street, St. John, Guimba, Nueva Ecija 3115
A Comparative Study of the Services Offered by three Fast food

Chains in Guimba Nueva Ecija
In partial fulfillment of the requirements in Research

in Daily life II
Mark JB Pascual Leth-leth Jose
Honey Fae Martinez Josephine Sagun
Krizel Ann Padre

COMPARATIVE STUDY OF THE SERVICES OFFERED BY THREE FAST FOOD CHAINS IN GUIMBA, NUEVA ECIJA 1
CHAPTER I
INTRODUCTION AND REVIEW OF RELATED LITERATURE
BACKGROUND OF THE STUDY
Fast food chain is a specific type of restaurant that
serves fast food services and has a little table service,
meaning that majority of the services has to be carried out by
them. The foods served in fast food chains are usually composed
of meat and sweets and is usually available for take home. Fast
food in fast food chains is highly processed and prepared in a
large quantity and is to be served rapidly inside cartons,
buckets and alike. Fast food products are made with ingredients
that are usually differing in taste, color, and aroma from other
types of restaurant. In the present day, fast food chains are
the most favorite place of eating destinations of most
Filipinos. They are the best choice of many in the reason that
in fast food chains, they don’t have to wait that long unlike
with other types of restaurant. Foods in fast food chains are
served in a rapid rate.
Fast food chain businesses at the Philippines are
skyrocketing in the past decades. In the present year, there are
already plenty of fast food chains in the Philippines, majority
are from foreign countries investing in our country. Three of
these fast food chains- namely, Jollibee, McDonalds, and Mang

Inasal have been built at Guimba, Nueva Ecija in the last
decade. Competitions are inevitable as these fast food chains
are built almost next to each other geographically.
Fast food chains that were established in Guimba, provided
employment to the people, and also contributed to the growth of
the community in a way of paying their taxes that is used for
the development of the said locale. In return, people of Guimba
helped these fast food chains in the way of patronizing their
products and services. These fast food chains also have an
impact with customers in a way that customers are satisfied for
what they paid by enjoying good quality product and experiencing
good services. On the other hand, employees in these fast food
chains living in the same area had job opportunities while
helping the business grow by sharing their knowledge skills.
One of these fast food chains is the Jollibee corporations.
Jollibee is undeniably the most famous restaurant in the
Philippines having a total of about 2000 branches worldwide
(Wikipedia.com). Jollibee is opened in 1975 by Mr. Tony Tan
Caktiong at Cubao, Quezon City. The fast food chain started as
an Ice cream parlor, but soon converted into a fast food
restaurant. The present managing company of Jollibee- Jollibee
Food Corporation was only incorporated on January 1978 and is
rapidly growing until today.

McDonald’s, on the other hand, originated from California,
United States and was founded in 1940 by the McDonald brothers.
Having a 36, 900 branches worldwide serving fast foods in over
100 countries- it is undeniably even larger than Jollibee in the
international scale (Bomkamp, 2016).
Other fast food chain is the Mang Inasal Inc. It is a
barbeque fast food restaurant chain established at Iloilo,
Philippines in 2003. It is founded by Edgar Sia when he was 26
of age, opening his first branch at a Robinson’s mall in Iloilo
city. But last April 2016, Mang Inasal was acquired by Jollibee
Food Corporations for 3 Billion Pesos (Wikipedia.com). Jollibee
Food Corporations is the same company managing the Jollibee fast
food chain.
These fast food chains are undeniably competing for the top
at Guimba, Nueva Ecija Philippines in the reason that they are
all fast food chains, serving fast food services among
customers. Their services are probably having similarities as
they are all fast food chains. The only competition now is
earning their customer’s satisfaction.
In this study, the researchers aim to compare these three
fast food chains at Guimba, Nueva Ecija according to their
services and their customer’s satisfaction with their services.

This study also aims to find out how the competition of these
fast food chains affects the satisfaction of their customers.
REVIEW OF RELATED LITERATURE
There are already studies done by other researchers
regarding the competition between fast food chains. Most common
of them is the competition of Jollibee and McDonalds. Jollibee,
with over 2,000 branches around the world, is continuing its
success in the Philippines in the last decades.
Factors Affecting Customers’ Preferences
Previous studies reported by Kaynak (2015) the least
important factors of a fast food chain were the price of foods
and promotional needs. Frequent customers considered variety,
speed, and friendly staff as the most important factors of their
fast food restaurant choice. To be able to compare the three
fast food chains, the researchers should consider the said
factor that affects customers’ preferences.
JOLLIBEE
Garcia (2013) stated in his article regarding an interview by
Forbes Asia, Tan talked about how his business managed the
American giant fast food chain McDonald’s in the Philippines.
According to Tan himself, they went to US to study McDonald
operations. They found out in their studies that McDonald’s food

services suited American’s preferences, but not Filipinos.
Jollibee worked hard to compete with McDonalds and were
surprised how customers ranked them higher in courtesy and
services style. Forbes Asia said Jollibee now controls 18% of
the market in Metro Manila, beating McDonald’s which is said to
have only 10% share in the market (Garcia, 2013)
There are also people claiming the Jollibee is the Filipino
McDonald’s. According to De Leon (2014), the Jollibee’s fried
chicken captures the Philippines plate perfectly. It is a
testament to Filipino’s to apply their culture with their food.
Jollibee, according to him, is more than just a Filipino
Restaurant- it is a symbol of the Philippines itself,
delightfully cheesy but totally earnest with their beliefs.
Some studies states that Jollibee has already a competitive
advantage over McDonald’s as Jollibee is in its home market.
Jollibee was able to cope up very well during the oil crisis in
1977 with their innovative ideas. The ability of the management
to act sharp in a market crisis and their strategic decisions
carried out in this period was remarkable, defeating their main
competitor McDonald’s and other leading foreign investors at
that time(Paperap.com).
There are also studies stating that the foods offered by
Jollibee are affordable as perceive by Filipino customers

themselves. According to Adan (2013), the foods offered by
Jollibee are really affordable for Middle to lower Filipino
families. The said fast food chain is the favorite eating place
in family bonding as the price of food in Jollibee meets the
family’s practical standards.
MCDONALD’S
With the Filipino’s paradigm stating that Jollibee is
better than any other fast food chain at the Philippines, the
McDonalds, on the other side, is on another level. McDonald’s is
one of the largest fast food chain in the whole world.
McDonald’s market share in the Philippines is currently 14% and
is expected to boost from 14% to 25% within the following years.
The foods, similar with Jollibee, are also affordable meaning
when the customer’s income increases, the purchases of foods at
the fast food chain also increases (studymoose.com).
Majority of McDonald’s customers from all around the world
give McDonald’s positive reviews. One of these positive reviews
is McDonald’s serves in a rapid rate, a positive trait for a
fast food chain. It is also said that extra sauce or gravy from
McDonald’s is free. The drive-thru service is also fast
according to some customers (tripadvisor.com).

MANG INASAL
Aside from Jollibee and McDonald’s, one of the most famous
fast food chain in the Philippines is the Mang Inasal. Mang
Inasal is well known for one of its famous service- the
unlimited rice service. You can buy one piece of grilled chicken
and unlimited rice- you can order rice as long as the chicken is
still has flesh in it. One of the strengths of Mang Inasal as a
fast food chain is Mang Inasal food services is locally adopted,
meaning its services is favored by our own Filipino culture. The
food being offered by this fast food chain is a testament of our
own culture too. But unlike the other two fast food chain, Mang
Inasal food service is not that affordable for Middle to lower
class families in the Philippines, making it not that practical
as an eating place for family bondings (Banzuela et.al, 2015).
According to some people, the waiting time for food service in
Mang Inasal is long, having a negative trait for a fast food
chain (Lokeren, 2018)
Mang Inasal currently runs in 433 branches across the
country, and is now the second largest fast food chain in the
Philippines next to Jollibee and ahead of McDonald’s. In the
present time, Mang Inasal is present in 70% of the cities, and
is continuously being built around the country
(termpaperwarehouse.com).
On a SWOT (Strength, Weakness, Opportunity, Threats) study
by De Jesus (2015), Mang Inasal is a fast-growing company
rapidly scattering throughout the country. The crews in these
fast food chains are well-oriented and trained, according to the
study. As said before, the food at Mang Inasal is locally
adapted, using our own Filipino Culture as its basis. However,
the Mang Inasal fast food chain’s menu is limited, having its
customers only a few food choices to choose from. Mang Inasal
also earns a lot of customer complaints. According to one of its
critics, Mang Inasal chicken is not the archetypal chicken
nasal- it is only a saltier honey chicken barbeque and
recommended another fast food chain similar with Mang Inasal. In
the contrary of the strength saying Mang Inasal’s crews are
well-trained, some customers say that Mang Inasal’s crews
doesn’t know what they are doing.
According to the same study, Mang Inasal, while giving
opportunities with many Filipinos, Mang Inasal also poses
threats with our own culture. The said study says that Mang
Inasal changes customer taste in a negative way. Mang Inasal
also is implicitly advertising unhealthy eating habits in its
customers with their unlimited rice service.
Aside from these positive and negative reviews from
customers and critics, Mang Inasal is still continuing to grow.

Stated in an essay in (bartleby.com), Mang Inasal is the answer
to an increasing demand for Barbeque fast food chains. In
today’s environment, it is becoming increasingly difficult to
differentiate one fast food chain from another because the
services and food of these fast food chains are very similar. On
the other hand, Mang Inasal is unique. Sooner or later, Mang
Inasal will be positioned as an international franchise, meaning
Mang Inasal will soon can be found at foreign cities around the
world.
STATEMENT OF THE PROBLEM
In this study, we aim to answer the following questions;
1. What are the Socio-Demographic Profiles of the respondents?
in terms of ;
a.) age
b.) gender
c.) financial status
2. What are the services offered by the three fast food chains?
3. What are the differences of services offered by these fast
food chains?
4. How does the competition of services of these three fast food
chains affects the satisfaction of customers?

HYPOTHESIS
1. There are no significant differences of services offered by
these three fast food chain.
* There are significant differences of services offered by
these three fast food chain.
2. The Competition of these three fast food chain has no
significant effect on customer’s satisfaction.
* The Competition of these three fast food chain has a
significant effect on customer’s satisfaction.
CONCEPTUAL FRAMEWORK
The data gathering procedure of this study will be made up
of the three stages as illustrated below:
PHASE I
PHASE II PHASE III
PREPARATION
Distribution of the survey Data analysis and
Pre-testing of the
questionnaire interpretation
survey questionnaire
for validity and
reliability
In phase I, the researchers formulated the possible research
instrument, based on related literatures available. In Phase II,
the researchers distributed the survey questionnaires to the
voluntary respondents. In Phase III, upon the retrieval of the
survey instruments, raw data gathered is encoded for analysis
and interpretation.
RESEARCH PARADIGM
The paradigm of the study illustrates the input, process,
and output of the research about the comparison of the services
offered by the said three fast food chains at Guimba, Nueva
Ecija. It also illustrates the customer’s satisfaction on the
competition of the three fast food chains

PROCESS
INPUT
DATA GATHERING
SOCIO-DEMOGRAPHIC PROFILE OF TECHNIQUES
THE RESPONDENTS
 Survey Questionnaires
 Age  Unstructured Interviews
 Gender
 Social status STATISTICAL TREATMENTS
 Monthly Income
 Weighted means
SERVICES OFFERED BY FAST FOOD  Frequency counts
CHAINS  Percentage
 Correlation
 Fast food serving
 Delicious Food
 Multiple food & drinks to choose
from OUTPUT
 Unlimited rice
 Good waiters and staff Best services offered by the three
 Unlimited gravy fast food chains at Guimba, Nueva
 Take-out services Ecija .
 Pleasing environments
 Efficient parking for customers
 Free wifi
SATISFACTION OF CUSTOMERS
SIGNIFICANCE OF THE STUDY
The result of the study will be beneficial to be following:
1. Customers – it will benefit the customers by knowing the
quality of the services offered by the 3 fast food chain in
Guimba. With this study, customers will have knowledge on which
of these three fast food chains they should patronize.
2. The Students - it will give the researcher or student a
broader knowledge about the services that the fast food chain
offered & what are their differences to each other by comparing
those fast food chains in Guimba. By this, researcher will know
and realize also the characteristics of a good employee while
the researcher is on the process of gathering data and it will
serve as a guide to her/his and to the future researcher and
readers.
3. The Teacher/Parents - this research will show the differences
of the services that the 3 fast food chain in Guimba offered. It
will give them the idea w/c fast food place they can eat and
spend their money that will give them satisfaction.
4. Community – Research like this will contribute the community
in a way of spreading or sharing the important data’s that the
researchers have gathered.

5. Future Researchers – It would help the future researches that
are interested in this study. It will serve at their basis and
their background about their research.
SCOPE AND LIMITATIONS
The study will be conducted at Guimba, Nueva Ecija and will
use the Snowball Sampling method to gather respondents.
This study focuses on comparing the three fast food chains
in Guimba, Nueva Ecija, and would not gather data from other
branches of fast food chains outside the said region. The
researchers will also use the survey questionnaire to acquire
information regarding the satisfaction of customers with the
competition of these fast food chains. The study will only focus
on the competition of these fast food chains, and will not
gather information about the marketing strategies, decisive
strategies, and other economic strategies of these specific fast
food chains. The possible respondents will only be limited to
the number of 50-100 respondents for the reason of not everybody
visits these fast food chains frequently.

DEFINITION OF TERMS
Competition – this refers to the process in which fast food
chains tries to find and create better services to surpass the
other.
Customers– this refers to the person who buys goods and uses
services of these fast food chains.
Fast Food Chains – this refers to the restaurant that offers
fast food services
Fast Food Chains– this refers to the food service in which the
restaurant serves food at a short period of time.
Food Services– this refers to the service of providing
delicious, healthy, and cheap foods among customers.
Services – the overall work of fast food chains to satisfy their
customers.
CHAPTER II
METHODOLOGY
This chapter shows the methods, instruments, and procedures
used by the researchers.
Research Design
This study will use descriptive method of research. It is a
method which does not answer questions about how, when and why
the characteristics occurred but only addresses the “what”
question. According to ( Calmorin, 2010), “Descriptive research
supports in decision making process by providing the best
solution among available”. The use of quantitative research
design aims to determine certain services in which the customers
are satisfied or not satisfied. According to (Grove, 2005), the
quantitative research design is used to quantify the problem by
the way of generating numerical data or data that can be
transformed into useable statistics.
Research Environment
The study will be conducted at Guimba,
Nueva Ecija. It is a first class municipality
of Nueva Ecija in the Region III located at the
island of Luzon in the Philippines.
Figure 1. Guimba, located on the map of

Nueva Ecija
Research Respondents
The respondents of this study will be the customers of these
three fast food chains living at Guimba, Nueva Ecija as they are
the customers frequently experiencing the services of the said
fast food chains. The researchers will use Snowball Sampling
method to gather respondents.
Research Instruments
1. The Questionnaire – The main research instrument that
will be used in this study will be the survey
questionnaire, which will be formulated by the
researchers themselves.
1.1 Description, The questionnaire has three parts
Part I deals with the socio-demographic profile of the
respondents, which includes their age, gender, marital status,
and monthly income. Their name can be given voluntarily by the
respondents.
Part II deals with the following services that can be
experienced at these fast food chains. It includes fast food
services, food taste, efficient environment, and alike.
On the other hand, Part III deals with the satisfaction of
the respondents with the services offered by the said fast food
chains. It measures their satisfaction by rating specific number
of agreements
1.2 Scoring. The items in parts II and III in the
questionnaire will put a check on the following responses with
the equivalents and verbal interpretations below:
VALUE RANGE INTERPRETATIONS
4 3.20-4.00 Strongly Agree / Very Satisfied
3 2.40-3.19 Agree / Satisfied
2 1.60-2.39 Disagree / Not satisfied
1 1.00-1.59 Strongly Disagree / Poorly Satisfied
1.3 Validation. The first part of the questionnaire will be
subjected to face validation because it is formulated by the
researchers personally with the help of their adviser. A draft
of this will be tried out among 15 respondents in Guimba, Nueva
Ecija where all are residing at the said area. The try-out phase
will be personally conducted by the researchers themselves to
solicit feedbacks to the complexity of the items to be answered.
The comments and suggestions given by the advisers and volunteer

respondents will be considered in revising the final
questionnaire.
1.4 Reliability of the Questionnaire. To test the
reliability of the questionnaire, the test-retest method will be
applied. The dry run will be done twice to test the
questionnaire’s reliability.
2. The Unstructured Interview. Another research instrument
to be used to gather data is the unstructured interview with
some of the respondents during the administration of the
questionnaires by the researchers. These will be done to
validate and substantiate the responses the respondents give in
the questions/items posed in the questionnaire.
Data Gathering Procedure
The researchers will make a request (written or oral) to be
addressed with the respondents to be gathered by snowball
sampling method. Upon obtaining the approval of the said
request, the researchers will personally distribute the
questionnaires to the respondents. The researchers will wait
until the time the respondents accomplished the questionnaires.
The researchers will then ask the respondents for other
respondents similar with their Socio-Demographic Profile
(Snowball Sampling) so that the researchers will make a request

again to be addressed with the recommended respondents. When
distributing the questionnaire, the researchers will also
commence unstructured interviews with some of the respondents at
the same time.
Statistical Treatment of Data
The researchers will use the following statistical tools
such as the frequency count, percentage, weighted mean, and
correlation
In the describing of the Socio-Demographic profile of the
respondents, as stated in Question 1, frequency counts and
percentage will be used. The formula for percentage is:
P = F/N x 100
Where F = Frequency
N = Number of respondents
P = Percentage
To interpret and analyze the data on the similarities
differences in the services offered by these fast food chains
and the satisfaction of the customers as well, the weighted mean
will be used. The formula for weighted mean is:
WM = TFV/N
Where:
WM = weighted mean
TFV = total frequency value
FV = frequency x value
N = number of respondents
In establishing significant relationship between the
profiles variables of the respondents and their capability,
Spearman correlation will be used.
In establishing the differences in the services offered
made by three fast food chains, t-test will be used.
Data Collection
Permit to conduct the study will be requested to the
researchers’ adviser, and upon approval, coursed to the
voluntary respondents who will accomplish the questionnaires.
The researchers will be present at the moment the respondents
accomplished the instruments to ensure the retrieval of the said
research instruments.
Data analysis
The researcher will use the frequency and percentage
distribution for the profile of the respondents. The weighted
mean and verbal interpretations will be used to interpret the

respondents’ responses to the Comparison of the services offered
by the three fast food chains at Guimba, Nueva Ecija.
For the relationship between the respondents’ profile and
their satisfaction, Spearman correlation will be used.

CHAPTER III
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
This chapter presents, analyzes, and interprets data that were
gathered from the respondents for the study entitled
“Comparative Study of the Services Offered by Three Fast Food
Chains in Guimba, Nueva Ecija”.
SOCIO-DEMOGRAPHIC PROFILE OF THE RESPONDENTS
The socio-demographic profile of the respondents includes
their personal data such as their age, gender, social status,
monthly income, and name—which is optional.
TABLE 1
AGE OF THE RESPONDENTS
AGE FREQUENCY PERCENTAGE
15-20 113 75%
21-25 111 7%
26-30 8 5%
31-35 6 4%
35-40 12 8%
REFERENCES
Internet Articles and Blogs
De Leon, J (2015). Why jollibee is much more than a filipino

mcdonald’s. Retrieved from https://firstwefeast.com
Garcia, R.A. (2013). How Jollibee beat mcdonald’s in the
philippines. Retrieved from https://news.abs-cbn.com
Dela Paz, C. (2017). Jollibee to continue stinging mcdonald’s
despite labor issues. Retrieved from
https://www.rappler.com
Macaraeg, P. (2017). Jollibee or mcdonald’s: which fast food is
king of metro?. Retrieved from www.esquiremag.ph
Essays, UK. (November 2013). Literature review of mcdonalds.
Retrieved from https://www.ukessays.com/essays/business
Team Eight Marketing. (2012). Competition jollibee vs
mcdonald’s(Philippines. Retrieved from
https://team8mkt.wordpress.com
Print (online)
Adan, A. (2015). An analysis on the affordability of the foods
offered by jollibee foods corporation as perceive by
filipino customer. Cavite. Cavite State University:
Department of Arts and Sciences. Retrieved August 2018
Lopez, M.S.(2015). Level of satisfaction of mang inasal
customers in sto. Tomas batangas. Vol 1 No.2. Laguna:
laguna business and accountancy journal. Retrieved August
2018
Kaynak, E. (2015). Consumer preferences of fast food outlets in
the u.s and canada: a comparative study.
Harrisburg:Pennyslvania State University at Harrisburg.
Retrieved August 2018
Hu, W. and Xie, Y. (2013).Comparative study of mcdonald’s and
kentucky fried chicken (kfc)development in china.
International Business Administration:Savonia. Retrieved
August 2018
Web
https://www.coursehero.com/file/p5jln4b/The-competition-between-
two-giant-fast-food-chains-Jollibee-and-McDonalds-has/
https://paperap.com/paper-on-jollibee/
https://en.m.wikipedia.org/wiki/Mang_Inasal
https://en.m.wikipedia.org/McDonald’s
https://en.m.wikipedia.org/wiki/Fast_food_restaurant
factsanddetails.com/southeast-asia/Philippines/sub5_6e/entry-
3890.html
www.tripadvisor.com.ph/Restauran_Review-g298573-d1737161-
Reviews-Mang_Inasal-Manila_Metro_Manila_Luzon.html
www.tripadvisor.com.ph/ShowUserReviews-g298573-d1737161-
r122926639-Mang_Inasal-Manila_Metro_Manila_Luzon.html
https://www.termpaperwarehouse.com/The-Case-Study-Of-Mang-
Inasal/415857

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Republic of the Philippines

A Comparative Study of the Services Offered by three Fast food

In partial fulfillment of the requirements in Research

Mark JB Pascual Leth-leth Jose

Honey Fae Martinez Josephine Sagun

Krizel Ann Padre

INTRODUCTION AND REVIEW OF RELATED LITERATURE

BACKGROUND OF THE STUDY

Fast food chain is a specific type of restaurant that

serves fast food services and has a little table service,

meaning that majority of the services has to be carried out by

food in fast food chains is highly processed and prepared in a

large quantity and is to be served rapidly inside cartons,

types of restaurant. In the present day, fast food chains are

the most favorite place of eating destinations of most

with other types of restaurant. Foods in fast food chains are

served in a rapid rate.

Fast food chain businesses at the Philippines are

skyrocketing in the past decades. In the present year, there are

already plenty of fast food chains in the Philippines, majority

are from foreign countries investing in our country. Three of

these fast food chains- namely, Jollibee, McDonalds, and Mang

Inasal have been built at Guimba, Nueva Ecija in the last

decade. Competitions are inevitable as these fast food chains

are built almost next to each other geographically.

Fast food chains that were established in Guimba, provided

employment to the people, and also contributed to the growth of

the community in a way of paying their taxes that is used for

the development of the said locale. In return, people of Guimba

helped these fast food chains in the way of patronizing their

products and services. These fast food chains also have an

impact with customers in a way that customers are satisfied for

what they paid by enjoying good quality product and experiencing

good services. On the other hand, employees in these fast food

chains living in the same area had job opportunities while

helping the business grow by sharing their knowledge skills.

One of these fast food chains is the Jollibee corporations.

Jollibee is undeniably the most famous restaurant in the

Philippines having a total of about 2000 branches worldwide

(Wikipedia.com). Jollibee is opened in 1975 by Mr. Tony Tan

Caktiong at Cubao, Quezon City. The fast food chain started as

an Ice cream parlor, but soon converted into a fast food

restaurant. The present managing company of Jollibee- Jollibee

Food Corporation was only incorporated on January 1978 and is

rapidly growing until today.

McDonald’s, on the other hand, originated from California,

United States and was founded in 1940 by the McDonald brothers.

Having a 36, 900 branches worldwide serving fast foods in over

100 countries- it is undeniably even larger than Jollibee in the

international scale (Bomkamp, 2016).

Other fast food chain is the Mang Inasal Inc. It is a

barbeque fast food restaurant chain established at Iloilo,

Philippines in 2003. It is founded by Edgar Sia when he was 26

of age, opening his first branch at a Robinson’s mall in Iloilo

Food Corporations for 3 Billion Pesos (Wikipedia.com). Jollibee

Food Corporations is the same company managing the Jollibee fast

at Guimba, Nueva Ecija Philippines in the reason that they are

all fast food chains, serving fast food services among

customers. Their services are probably having similarities as

earning their customer’s satisfaction.

In this study, the researchers aim to compare these three

fast food chains at Guimba, Nueva Ecija according to their

services and their customer’s satisfaction with their services.