Abbac, Gerome F. creator Baychon, Genesis A. Compay, Lovely G. text Bayombong Nueva Vizcaya State University 2018 monographic eng

print

xiv, 33 leaves : illustrations ; 28 cm. Gerome F. Abbac, Geness A. Baychon, and Lovely G. Campay This study was conducted to determine the customers expected and perceived service quality of three selected Fast Food Restaurants (FFR) in Solano, Nueva Vicaya. Data were gathered from the customers through questionnaires using the Chinese Fast Food Restaurant dimensions. Data were subjected to T-test to determine if there were differences between the expected and perceived service quality of the three selected FFR. The Analysis of Variance (ANOVA) was used to determine if there were significant differences among the overall customer satisfaction when the Fast Food Restaurant grouped according to the type of establishments. The result of the study showed that the expected service quality of the respondents was always higher than the perceived service quality of the establishments. Moreover, it was observed that particular factors have significant differences when the respondents were grouped according to the type of establishment. The overall customer satisfaction had no significant difference when the respondents were grouped according to the type of establishment except for the dimension of service quality. Based on the foregoing results, the researcher concludes that the three establishments were not able to satisfy their clients. The factors of expected service quality were higher than the perceived service quality in all factors. The respondents had different views on the particular Service Quality dimensions (Chinese Fast Food Restaurant) both for expected and perceived and on the overall level of customer satisfaction when grouped according to type of establishment. Thesis (Bachelor of Science in Hotel and Restaurant Management) Bibliographical references 250321 20250321153324.0