CUSTOMER SERVICE

SATISFACTION AMONG SENIOR

CITIZENS IN CHOWKING
 WHAT IS THE LEVEL OF SATISFACTION OF SENIOR
CITIZEN CUSTOMERS IN TERMS OF SERVICE
SPECIFIC PROBLEM:
1. WHAT IS THE PROFILE OF THE RESPONDENTS IN TERMS OF:
1.1 AGE
1.2 GENDER
1.3 SOCIO-ECONOMIC STATUS
2. WHAT IS THE LEVEL OF SATISFACTION OF SENIOR CITIZEN CUSTOMERS IN TERMS OF SERVICE:
2.1 CASHIER
2.2 DINING
2.3 PRIORITY LANE
2.4 STAFFS/CREW
 INTRODUCTION

THE FIELD OF FAST FOOD CHAIN BUSINESS IS ONE OF THE COMPETITIVE SECTOR WHERE
THEY TRY DIFFERENT EXPERIMENT IN RESPECT TO MEET THE CUSTOMER SATISFACTION TOWARDS
DELIVERED SERVICES. THE COMPANIES ARE HIGHLY DEPENDED IN THEIR CUSTOMER EXPERIENCE AND
ENGAGEMENT. IN BUSINESS CYCLE, CUSTOMER SERVICE SATISFACTION IS THE ESSENTIAL PART FOR
THE SUCCESS OF ORGANIZATION. THE LEVEL OF CUSTOMER SERVICE SATISFACTION ALWAYS
CHANGE DEPENDING ON A VARIOUS TIME PHASE WITH VARIOUS TERMS AND CONDITIONS. BETTER
CUSTOMER SERVICE HELPS TO MAINTAIN THE PROFITABILITY OF THE COMPANY, GOODWILL OF
COMPANY AMONG THE VALUABLE CUSTOMERS ARE ALWAYS LOYAL TO THE PRODUCT AND
COMPANY. THE COMPANY ALWAYS SET THE TARGETS OF GROWING THE BUSINESS IN THE
COMPETITIVE MARKET BY PROVIDING THE PRODUCT AND SERVICES ACCORDING TO THE NEEDS OF
CUSTOMERS.
 CUSTOMERS ARE NO LONGER BASING THEIR SATISFACTION ON BRANDS
AND PRICES. THEIR SATISFACTION IS FAR MORE DEPENDENT UPON THE SERVICE
AND PRODUCT THEY RECEIVE, THEIR EXPERIENCE OF A BUSINESS AND THEIR
LEVEL OF SATISFACTION.
 THE CHOWKING IS ONE OF THE FAMOUS FAST FOOD CHAIN
AMONG ALL AGE GROUPS IN PHILIPPINES WHICH SERVES DELICIOUS
FOOD AND BEST SERVICES TO THEIR VALUABLE CUSTOMERS. IT
OPERATES THE BUSINESS FROM DIFFERENT AREAS WITHIN THE
TERRITORY OF THE COUNTRY. CHOW FAN ARE OFFERED IN THE FAST
FOOD ITSELF WHICH IS APPRECIATED BY THE CUSTOMERS AND
BECOME THE MAIN PARTS OF ITS POPULARITY.
 SIGNIFICANCE OF THE STUDY

FOR MANAGERS, THE FINDINGS OF THIS STUDY MAY PROVIDE INFORMATION USEFUL IN IMPROVING
THE QUALITY OF CUSTOMER SERVICE IN ORDER TO PRODUCE COMPETENT EMPLOYEES BASED ON THE NEEDS OF
THE COMPANIES.
FOR STUDENTS, THEY WILL BE INSPIRED TO REINFORCE THEIR UNDERSTANDING OF ITS ESSENTIAL
PRINCIPLES AND TO ENTER THE WORKFORCE WITH USEFUL RELATED SKILLS.
FOR FUTURE RESEARCHER, THEY CAN ENHANCE/ IMPROVE THIS STUDY OR USE IT IN THEIR STUDY SO
THAT THEY CAN HELP THE FOLLOWING CONCERNED OF THIS RESEARCH.
FOR CUSTOMERS, THIS STUDY WILL HELP THEM KNOW THE PROPER SERVICE THEY DESERVE. HIGH
EXPECTATIONS ARE NOT BAD IF MANY FAST FOOD RESTAURANTS CAN REACH OR EVEN EXCEED THEM.
 SCOPE AND DELIMITATION
THIS STUDY WILL BE CONDUCTED AT CHOWKING IN 1246 PEDRO GIL
STREET PACO MANILA, DURING THE SCHOOL YEAR OF AUGUST 26, 2019-
SEPTEMBER 25, 2019. THIS STUDY WILL BE CONDUCTED TO DETERMINE THE
LEVEL OF CUSTOMER SERVICE SATISFACTION OF SENIOR CITIZENS. THE AREA OF
CONCENTRATION OF THE STUDY ARE THE STAFF/CREW, PRIORITY LANE, AND THE
DINING. THIS STUDY WILL EXCLUDE THE PWDS.
 DEFINITION OF TERMS
• CUSTOMER LOYALTY INDICATES THE EXTENT TO WHICH CUSTOMERS ARE DEVOTED TO A COMPANY’S
PRODUCTS OR SERVICES AND HOW STRONG IS THEIR TENDENCY TO SELECT ONE BRAND OVER THE
COMPETITION.
• CUSTOMER SATISFACTION IS A METRIC USED TO QUANTIFY THE DEGREE TO WHICH A CUSTOMER IS HAPPY
WITH A PRODUCT, SERVICE, OR EXPERIENCE.
• CUSTOMER SERVICE IS THE ACT OF TAKING CARE OF THE CUSTOMER'S NEEDS BY PROVIDING AND DELIVERING
PROFESSIONAL, HELPFUL, HIGH QUALITY SERVICE AND ASSISTANCE BEFORE, DURING, AND AFTER THE
CUSTOMER'S REQUIREMENTS ARE MET.
• FAST FOOD A TYPE OF MEAL THAT IS OFTEN STANDARDIZED, PRE-PREPARED, SERVED QUICKLY.
• FAST FOOD CHAIN ALSO KNOWN AS QUICK SERVICE RESTAURANT, IS A SPECIFIC TYPE OF RESTAURANT THAT
SERVES FAST FOOD CUISINE AND HAS INDIVIDUAL TABLE SERVICE.
• PROFITABILITY THE DEGREE TO WHICH A BUSINESS OR ACTIVITY YIELDS PROFIT OR FINANCIAL GAIN.
• SENIOR CITIZEN AN ELDERLY PERSON ESPECIALLY ONE WHO IS RETIRED AND LIVING ON A PERSON.
 REVIEW OF RELATED LITERATURE

THIS EXAMINATION ENDEAVORS AN EXPERIMENTAL EXAMINATION OF THE CLIENT ADMINISTRATION

FULFILLMENT OF SENIOR RESIDENTS IN CHOWKING, IT WILL ASSESS THE ADMINISTRATIONS AND SETTLEMENT
OF GROUPS FOR SENIOR NATIVES, WHICH WILL GIVE THE STRUCTURE ON WHICH THIS EXPLORATION IS
BASED. ONE OF THE EXAMINATION'S SIGNIFICANT COMMITMENTS TO THE PROGRESSION OF LEARNING IS THE
EXAMINATION OF CLIENT ADMINISTRATION FULFILLMENT FROM ALTERNATE POINT OF VIEW AND FULFILLMENT
OF A SENIOR RESIDENT.
A LARGE PORTION OF THE CURRENT LITERATURE ALLUDES NEARLY IMPRESSION OF ADMINISTRATION
QUALITY AND DECIDING CLIENT ADMINISTRATION FULFILLMENT DEPENDENT ON DISCONFIRMATION OF DESIRE
FROM SENIOR RESIDENT POINT OF VIEW. THE IDEA PROGRESSED INSIDE THE PRESENT EXAMINATION CENTERS
AROUND THE CLIENT ADMINISTRATION FULFILLMENT IN CHOWKING.
CUSTOMER SATISFACTION SHOWS A FLEXIBLE CROSS CHANNEL METRIC TO
MEASURE THE RETAILER'S QUALITIES AND SHORTCOMINGS FROM THE CLIENT'S
PERSPECTIVE. SINCE SATISFACTION DRIVES BEHAVIOR, A PROGRESSIVELY
EXHAUSTIVE COMPREHENSION OF WHAT DRIVES MULTI-CHANNEL CUSTOMERS'
SATISFACTION WILL GIVE RETAILERS THE BITS OF KNOWLEDGE THEY HAVE TO
IMPACT CLIENT CONDUCT FOR THE TIME BEING AND LONG TERM. IS THIS WAY,
CUSTOMER SATISFACTION IS SADDLED TO BECOME A MAIN THRUST IN DEALS
DEVELOPMENT AND EXPANDING DEDICATION WHERE EACH CHANNEL IS
ENHANCED TO MEET THE CUSTOMER'S NEED AND SURPASS THEIR DESIRES.
CUSTOMER SATISFACTION IS A MAIN THRUST IN DEALS DEVELOPMENT,
EXPANDED DEDICATION AND A SOLID MULTI-CHANNEL PROCEDURE WHERE
EACH CHANNEL IS ADVANCED TO MEET CUSTOMER'S NEED ("CUSTOMER
SATISFACTION", 2005).
SINCE HIGHER PAY CLIENTS HAVE MORE CHOICES TO EVALUATE, THEY WILL IN GENERAL
HAVE A HIGHER DESIRE FOR ADMINISTRATIONS. THIS COULD CAUSE THEM TO BE LESS
SATISFIED THAN THEIR LOWER PAY PARTNERS WHO MAY HAVE LESS CHOICE FROM
WHICH TO PICK, AND THEY MAY TAKE MORE TIME TO CONCENTRATE ON A FIRM PAYING
LITTLE MIND TO WHETHER SATISFIED. IN THIS MANNER, IT IS PROPOSED THAT: THE
RELATIONSHIP EXHIBITING INFLUENCE ON SATISFACTION IS MORE UNMISTAKABLE FOR
LOWER COMPENSATION CUSTOMERS THAN FOR MORE SIGNIFICANT COMPENSATION
CUSTOMERS. THE IMPACT OF FULFILLMENT ON FAITHFULNESS IS MORE NOTICEABLE FOR
LOWER PAY CLIENTS THAN FOR HIGHER SALARY CLIENTS ("RELATIONSHIP PROMOTING
THE BOARD", 2008).
BRIONES (2007) MADE AN EXAMINATION ABOUT "LEADERSHIP STYLES OF MANAGERS
AND JOB SATISFACTION OF EMPLOYEES AT METRO LIPA" AND THEY NOTICED THAT
GREAT WORKING RELATIONSHIP OF THE LABORERS WITH THEIR SUPERVISORS IS JOINED
BY THE WAY BY WHICH THE MANAGERS HANDLE THE WORKERS. MORE THAN
EVERYTHING ELSE, A PEACEFUL ASSOCIATION WITH CO-WORKERS AND BOSSES CAN
MEAN MORE FULFILLMENTS.
LUCAS (2012) ENSURED THAT IMPROVING CUSTOMER SATISFACTION AS A SYSTEM FOR
HOLDING CLIENTS IS A MAIN CONSIDERATION FOR CERTAIN CLIENTS IN REMAINING ARDENT. IN
A POSSESS ASSOCIATION, TRIES COULD BE AN ESSENTIAL FACTOR IN CLIENT EVALUATIONS FOR
THE NATURE OF ADMINISTRATIONS RENDERED. BUILDING INCREDIBLE RELATIONSHIP SO AS TO
EXPANDED CONSUMER LOYALTY IS SIGNIFICANT, IN LIGHT OF THE FACT THAT IT CAN INCITE
REPEAT BUSINESS – THE BEST APPROACH TO KEEPING A BUSINESS EFFECTIVENESS AND USEFUL.
DE CASTRO'S (2007) NOTICED THAT THE TIME IT TAKES FOR AN EMPLOYEE TO RESPONSE TO A
CUSTOMER’S REQUEST IS SAME AS THE PROMPTNESS OF THE EMPLOYEE IN ENTERTAINING
REQUEST OR HELP. IN ADDITION, PERDIGON (2008) DEMONSTRATES THAT IN SETTING UP ANY
FOODSERVICE OR CABIN OFFICE, ONE OF THE CENTRAL POINT TO BE CONSIDERED IS THE
SECURITY FURTHERMORE, WELFARE OF THE GUESTS AND CUSTOMERS AS WELL AS LIKEWISE OF
THE EMPLOYEES WORKING IN THAT ESTABLISHMENT. INDIVIDUALS OUGHT TO BE MADE AWARE
OF EMERGENCY PROCEDURES AND SAFETY MEASURES TO PREVENT ACCIDENTS AND WORSE,
DEATH. LASTLY, WORRY FOR THE ENVIRONMENT OUGHT TO BE VERY MUCH PRIORITIZED
BECAUSE THE WELL-BEING OF THE PEOPLE WOULD NOT MEAN ANYTHING IF THE ENVIRONMENT
THAT THEY LIVE IN IS IN POOR CONDITION.
ADDITIONALLY, MARASIGAN, ET AL., (2010) ENERGIZED THE REPRESENTATIVES OF THE
ORGANIZATION TO BE PROGRESSIVELY STEADY IN THEIR CONDUCT, DEMEANOR AND
EXECUTION IN MANAGING CLIENTS. THEY FURTHERMORE ASKED OFFERING SUGGESTIONS TO
THE ORGANIZATION THAT THEY THINK COULD IMPROVE THE PREPARATION PROGRAM. FURTHER,
THE SPECIALIST LIKEWISE SUPPORTED THE ADMINISTRATION OF BENCH TO HAVE A NORMAL
ASSESSMENT WITH RESPECT TO THE CLIENT ADMINISTRATION PREPARING KEEP UP ITS
SUITABILITY.
IN HAGUE'S (2012) ARTICLE ON "CONSUMER LOYALTY SURVEYS AND CUSTOMER SATISFACTION
RESEARCH", HE DEFINITE THE COMPONENTS OR TRAITS OF CLIENT'S PERSPECTIVES ON STAFF
AND ADMINISTRATION OF AN ORGANIZATION. IT CONSOLIDATES BENEVOLENCE FROM SEALS
STAFF, SPECIALIST'S OPENNESS, AGENT'S DATA, ENDURING NATURE OF RETURNING CALLS,
NEIGHBORLINESS OF THE BUSINESS STAFF, CHALLENGE OBJECTIVES, RESPONSIVENESS TO
ENQUIRIES, AFTER DEALS ADMINISTRATION AND SPECIALIZED ADMINISTRATION.