NATIONAL COLLEGE OF SCIENCE AND TECHNOLOGY

Amafel Building, Aguinaldo Highway, Dasmariñas, Cavite 4114

Tel. No.: (046)416-6278 Telefax: (046) Mobile No.: +63918-888-6278

CRIMINAL JUSTICE EDUCATION DEPARTMENT

CHAPTER 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter contained the foreign literature, local literature, foreign literature foreign

studies, local studies, and synthesis wherein the researchers got liable information that

can help to this study.

Local Literature

According to Willy F. Salazar of De La Salle University of Manila, with his study

entitled “Service Quality and Customer Satisfaction in Fast Food Restaurants: A

Customer Comparison Using Discriminant Analysis”, he concluded the following: There

are three principal service quality dimensions that customers use in evaluating fast food

restaurants in the Philippines: Tangibles, Reliability/Responsiveness, and

Assurance/Empathy. Two service quality dimensions, Assurance/Empathy and

Tangibles, differentiate male and female customers. Overall customer satisfaction can

be predicted using service quality dimensions. Compared to the earlier studies, this

paper reveals new findings as well as those that are consistent with previous research

results. Future researches can include other service quality dimensions as suggested in

the literature such as food quality, restaurant image, and perceived value. The

relationships can also be extended to include behavioral intentions of customers as this

 NATIONAL COLLEGE OF SCIENCE AND TECHNOLOGY
Amafel Building, Aguinaldo Highway, Dasmariñas, Cavite 4114

Tel. No.: (046)416-6278 Telefax: (046) Mobile No.: +63918-888-6278

CRIMINAL JUSTICE EDUCATION DEPARTMENT

is found to be significantly related to customer satisfaction. Other moderating variables

could also be explored like age, income level, educational background, etc. to make the

analysis more specific.

According to Banzuela, Marifel Ann S., Lopez, Vianca Angelica C., Natividad,

Hannaleen R. and Jonas V. Reyes, from their study about the level of satisfaction of

Mang Inasal customers in Sto. Tomas, Batangas, they have concluded about the

following:

1. The age of most customers range from 18 to 25 years old which are male and

employed.

2. Most of Mang Inasal’s customers are usually employed persons because they

will be able to satisfy their needs.

3. Almost all of the customers are satisfied with the service but there are some

points that need to be improved like their background music, ventilation and

restrooms.

4. Cleanliness, attitude of the crew, and fast service attract customers to go back

again in a certain restaurant which are the critical success factor of every

restaurant which Mang Inasal should focus on.

5. Based from the Chi-square Pearson correlation, food quality must be

considered because it affects the levels of satisfaction of customers. Food quality

is the greatest factor a customer is seeking for in a restaurant.