Level of customer satisfaction on employees' work ethics of selected fast food chains in Solano, Nueva Vizcaya / Mary Ann D. Abubo, May Caila P. Gallien, and Sonny Val A. Viernes.
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TextPublication details: Bayombong: Nueva Vizcaya State University, 2019.Description: xv, 30 leaves : illustrations (some colored) ; 28 cm
| Item type | Current library | Call number | Status | Barcode | |
|---|---|---|---|---|---|
| Undergraduate Research | Nueva Vizcaya State University - Bayombong Campus General Reference Section | U (BSHRM) Ab165l 2019 (Browse shelf(Opens below)) | Not for loan | U1695 |
The study aimed to determine the difference between the level of customer satisfaction of three selected fast food chain in Solano, Nueva Vizcaya
The general objective of the study was pursued by describing the employees work ethics in fast food chain and the overall level of their customers' satisfaction. A survey questionnaire based on the study of Kattara et.al, (2015) was used to collect data. Descriptive statistics like frequency and mean were used to describe the employees work ethics and overall customer satisfaction of the selected fast food chain. ANOVA method was used to examine the difference between the work ethics of fast food chain which was the dependent variable and overall customer satisfaction in terms of Reliability, Responsiveness, Assurance, Empathy and Tangible as the independent variable. The study was undertaken in three selected fast food chain in Solano, Nueva Vizcaya. There were three eighty-one (381) respondents who were selected to randomly take part in the study.
The results of the study showed that the customer from all the three fast food chains were satisfied in all employees work ethics in the three fast food chains. For establishment A, "Reliability" had the highest satisfaction rate with a value of 4.14, for establishment B, "Reliability" had the highest satisfaction rate with a value of 4.15 and for establishment C, "Reliability" had the highest satisfaction rate with a value of 4.16. Overall, the satisfaction rate was high with a value of 4.15, thus implying that the customers were satisfied with employees' work ethics'.
Using ANOVA, there was no statistically significant difference between the three fast food chains customer satisfaction. Based on all the findings, the null hypothesis "there is no significant difference between the customers' perceptions on employees' work ethics and the overall customer satisfaction" was accepted. This means that the three establishments were the same in providing service according to the reliability, responsiveness, assurance, empathy and tangibility of the employees.
Research paper (Bachelor of Science in Hotel and Restaurant Management)
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