ASSESSMENT OF INTERNAL PRACTICES OF MANG INASAL

KABANKALAN CITY: A TOOL FOR EXCELLENT CUSTOMER

SATISFACTION

Cabatania, Razzel P.

Damandaman, Jolena B.

Denapo, Kurlsly AnneA.

Denopol, Nelmar T.

Gayat, Cathleen Joy R.

Hernandez, Myrnel E.

Palmos, Jessah Rose G.

School of Business and Accountancy

Southland College

October 2017
 ii

APPROVAL SHEET

This marketing research titled “Assessment of Internal Practices of

Mang Inasal Kabankalan City: A Tool for Excellent Customer Satisfaction”
prepared by Cabatania, Razzel P., Damandaman, Jolena B., Denapo, Kurlsly
Anne, Denopol, Nelmar T., Gayat, Cathleen Joy R., Hernandez, Myrnel E.,
Palmos, Jessah Rose G. in partial fulfillment of the requirement for the degree of
Bachelor of Science in Business Administration major in Marketing Management
has been reviewed and approved by the Panel of Evaluators of the Degree
Program.

PANEL OF EVALUATORS

Approved by the Committee of Final Oral Defense

AVERY JAN M. SILOS, MBA-HTM

Marketing Research Adviser

WARTER JOHN A. JONG GENE ROSE BOCOL, MAEd

Member Member

Accepted and Approved in Partial Fulfillment of the Requirement for the

Degree of Bachelor of Science in Business Administration major in Marketing
Management.

HENLY S. PAHILAGAO, CPA, PhD

Dean, School of Business and Accountancy
 iii

ABSTRACT

The study was about the level of customer and personnel satisfaction in

the services and internal practices of Mang Inasal. Descriptive method was used.

Questionnaires were used to obtain information from customers and the personnel

of Mang Inasal. Content validation was done by an expert to establish the validity

of questionnaires. There were 50 respondents composed of 40 in the customers

and 10 personnel including its manager of Mang Inasal. Related literatures were

gathered in order to support this research endeavor. Furthermore, this research

endeavor focused on the Level of Customer Satisfaction in terms of services

offered by Mang Inasal Store. Further, it was focused on the Level of Personnel

Satisfaction when it comes to the internal practice of Mang Inasal. The study

revealed that Mang Inasal provides appreciable level of customer service;

however these are just seen as satisfying. Problems such as facilities, treatment of

the managers to his employers, and the hygiene of the restaurant were some of the

factors affecting customer satisfaction.

Keywords: Customer Satisfaction, Internal practices, Mang Inasal, Personnel,

Services
 iv

ACKNOWLEDGEMENT

This research wouldn’t be a success without the hand of other people.

We would like to acknowledge our open-minded parents who invested

their moral and financial support in order for us to finish this research.

To the Members of this research who participated and pour their

intellectual, as well as financial support, thank you so much for the effort.

To Mr. Allan Geagoni who became our statistician, thank you for sharing

more knowledge regarding research.

To Mr. Warter John A. Jong for encouraging us and validating our self-

made questionnaire, we were grateful for the support and care you have imparted

in us.

To Mr. Avery Jan M. Silos who never stop on guiding us and reminding

us that this research will help us in our future, Thank you so much for being strict

and indeed make us your students stand independently. Thank you for walking

along with us in order to finish this manuscript. We were grateful that you’ve

become a part of our college life.

To our friends who keep on motivating us that we can do it and we can

accomplish this, thank you so much.

To the Manager of Mang Inasal branch in Gaisano Mall, Kabankalan City,

Mr. Ronald Sangines, thank you for the kind treatment and for letting us have

your time and you personnel’s time.

To the respondents, thank you for answering and for imparting your time

despite of busy schedules.

 v

Most especially, to our Almighty Father which was the source of our

strength and intellect, words are not enough to thank you, but through the success

of this research; we bring back all the glory. We praise you for giving us

everything that we need.

The Researchers

RPC
JBD
KAAD
NTD
CJRG
MEH
JRGP
 vi

TABLE OF CONTENTS
Page
Title page i

Approval Sheet iii

Abstract iv

Acknowledgements v

Table of Contents vii

List of Tables ix

List of Figures ix

Chapter 1 INTRODUCTION

Statement of the Problem 4

Scope and Limitations of the Study 5

Significance of the Study 6

Definition of terms 7

Chapter 2 THEORETICAL BACKGROUND AND RELATED

LITERATURE

Theoretical Background 10

Related Literature 13

Chapter 3 METHODOLOGY

Research Design 22

Participants 22

Measures 24

Validity of Instruments 26

Procedures 26
 vii

Chapter 4 RESULTS, DISCUSSION, AND IMPLICATIONS

Results and Discussion 29

Implications 38

Chapter 5 CONCLUSIONS AND RECOMMENDATIONS

Conclusions 41

Recommendations 42

REFERENCES 44

APPENDICES 47

Appendix A. Letter to the Manager 47

Appendix B. Letter to the Respondents 48

Appendix C. Letter for Validation 49

Appendix D. Evaluation sheet for

Research Instrument Evaluation 50

Appendix E. Survey Questionnaire 52

CURRICULUM VITAE 53

Rgr

Names
 viii

LIST OF TABLES

Table 1 Distribution of participants 23

Table 2 Demographic Profile of the Participants 24

Table 3 Mean interpretation Table of the Test Instrument 25

Table 4 Interpretation and description of mean score range 28

Table 5 Level of Customer Satisfaction (Product) 29

Table 6 Level of Customer Satisfaction (Services) 31

Table 7 Level of Customer Satisfaction (Personnel) 32

Table 8 Level of Customer Satisfaction (Facilities) 34

Table 9 Level of Personnel Satisfaction (Management) 36

Table 10 Level of Personnel Satisfaction (Production & Operation) 38

 ix

LIST OF FIGURES

Figures Page

Schematic Diagram of the framework of the study 21