Choco's Masterpiece

Factors Affecting the Management and Operation
HOLY ANGEL UNIVERSITY

Factors Affecting Management and Operation of Mr. Frosty
A Business Research
Presented to the faculty of the
College of Hospitality Management
Major in Hotel and Restaurant Management
Holy Angel University
In Partial Fulfillment
Of the requirements for the degree of
Bachelor of Science in Hospitality Management
Major in Hotel and Restaurant Management
Members:
Bais, Van Russel
Dungca, Hazon
Manansala, Choco
Obnial, Emmanuel
Santos, Christian Lowie
Zablan, Archie
October 2010

College of Hospitality Management
Holy Angel University
Approval Sheet
This business research Entitled “Factors Affecting the Management and Operation of Mr. Frosty
“ Prepared and Submitted by Bais Van Russel, Dungca Hazon, Manansala Choco, Obnial Emmanuel,
Santos Christian Lowie and Zablan Archie. In partial Fulfillment of the required for the Degree of
Bachelor of Science in Hospitality Management Major in Hotel Restaurant Management, is herby
recommend an accepted for oral presentation.
Mr. Cesar Gerolangin

Adviser
Approval Sheet
Approved as partial fulfillment of the requirements for the degree of Bachelor of Science in Hospitality
Management Major in Hotel and Restaurant Management with the following grade if the researchers
Researchers : Bais, Van Russel
Dungca, Hazon
Manansala, Choco
Obnial, Emmanuel
Santos, Christian Lowie
Zablan, Archie
Panel
Mrs. Noraing Uy

Acknowledgment
The Researchers would like to express our deepest gratitude to the people who inspired us in
completing this paper.
To our parents who supported us in our finances and their unending love that keep us motivated
with our academics.
To our friends who given us the Encouragement and who always believe in our skills.
To our Adviser Mr. Cesar Gerolangin who guided us in preparing ourselves in making this
proposal possible.
To our respondents who allowed us in giving their time and patience.
And most especially to the Lord God Almighty for his endless love and guidance that keep us
optimistic with all our actions.


Table of Contents
Title Page …………………………………………………………………….. i
Approval Sheet ………………………………………………………………. ii
Acknowledgment ………………………………………………………………………. iii
Table of Contents
Chapter 1 THE PROBLEM AND REVIEW OF RELATED LITERATURE
Abstract ………………………………………………………………………. 1
Introduction ……………………………………………………………. 2
Related Literature ………………………………………………………………. 8
Statement of the Problem ………………………………………………………………. 14
Conceptual Framework ………………………………………………………. 15
Significance of the Study ………………………………………………………………. 17
Scope and Limitation of the Study …………………………………………. 18


Chapter 2 Method
Research Design ………………………………………………………………… 19
Respondents ………….…………………………………………………… 19
Instruments ……………………………………………………… 20
Data Collection Procedures ……………………………………………………… 20
Data Analysis ……………………………………………………… 21
Results ……………………………………………………… 23
Discussion ………………………………………………………….. 29
Conclusion ………………………………………………………………………….. 32
Recommendation ………………………………………………………………… 34
References ………………………………………………………………… 36
Appendix A ………………………………………………………………… 37
Curriculum Vitae ………………………………………………………………… 39

Management and Operation is essential; in helping a company continue
to move its business forward. Therefore, it’s important for business to have
employees with good customer service skill. Customer’s service performance
gives customers an image of the company. If a company has employees with
poor customer service skills, this will paint a bad image of the company to the
public and may also hurt business. Consumers may decide to take their
business elsewhere if they aren’t treated in a pleasant and respectful manner.
There is a saying, “CUSTOMER IS ALWAYS RIGHT.” Even in instances where
the customer may not be right, customer service representative should be able
to handle the problem in a courteous and professional; manner and try to
ensure that the customer leaves satisfied.
“Management and Operation research” is concerned with defining that
state, measuring what has been defined and analyzing those data, and applying
the resulting information so as to positively influence customer experience
resulting in increased Management and Operation. As it stands, the article on
“Management and Operation” seems more focused on describing that state and
introducing the practices of a handful of services providers.

Job satisfaction describes how content an individual is with is or her job.
The happier people are within their job, the more satisfied they are said to be.
Job satisfaction is not the same as motivation, although it is clearly linked. Job
design aims to enhance job satisfaction and performance; methods include job
rotation, job management style and culture, employee involvement,
empowerment and autonomous work groups. Job satisfaction is a very
important attribute which is frequently measured by organizations. The most
common way of measurement is the use of rating scales where employees
report their reactions to their jobs. Questions relate to rate pay, work
responsibilities, variety of tasks, promotional opportunities the work itself an co-
workers.
Measuring Management and Operation is a relatively new concept to
many companies that have been focused exclusively on income statements and
balance sheet. Companies now recognize that the new global economy has

changed things forever. Increased competition, crowded markets with little
product differentiation and years of continual sales growth followed by two
decades of flattened sales curves have indicated to today’s sharp
competitions that their focus must changed.
Competitions that are prospering in the new global economy recognize
that measuring Management and Operation is key. Only by doing so can they
hold on to the customers they have and understand how to better attract new
customers. The competitors who will be successful recognize that Management
and Operation is a critical strategic weapon that can bring increased market
share and increased profits.
The problem companies face, however, is exactly how to do all of this
and do it well. They need to understand how to quantify measure and track
Management and Operation. Without a clear and accurate sense of what
needs to be measured and how to collect, analyze and use the data as a
strategic weapon to drive the business, no firm can be effective in this new
business climate. Plans constructed using Management and Operation


research result can be designed to target customers and processes that are
most able to extend profits.
Too many companies rely on outdated and unreliable measures of
Management and Operation. They watch sales volume. They listen to sales
reps describing their customer’s state of mind. They track and count the
frequency of complaints. And they watch aging accounts receivable reports,
recognizing that unhappy customers pay as late as possible – if at all. While
these approaches are not completely without value, they are no substitute for a
valid, well-designed Management and Operation surveying program.
It’s no surprise to find that market leaders differ from the rest of the
industry in that they’re designed to hear the voice of the customer and achieve
Management and Operation. In these companies:
Marketing and sales employees are primarily responsible for designing
(with customer input) Management and Operation surveying programs,
questionnaires and focus groups.

Top management and marketing divisions champion the programs.
Corporate evaluations include not only their own Management and Operation
ratings but also those of their competitors. Satisfactions result are made
available to all employees. Customers are informed about changes brought
about as the direct result of listening to their needs. Internal and external
quality measures are often tied together. Management and Operation is
incorporated into the strategic focus of the company via the mission statement.
Stakeholder compensation is tied directly to the Management and Operation
surveying program. A concentrated effort is made to relate the Management
and Operation measurement results to internal process metrics. To be
successful, companies need a Management and Operation surveying system
that meets the following criteria: The system must be relatively performance and
compensation can be attached to the final results. It must generate actionable
reports for management. Because the concept of Management and Operation
is new to many companies, it’s important to be clear on exactly what’s meant by
the term. Management and Operation is the state of mind that customers have
about a company when their expectations have been met or exceeded over the
lifetime of the product or service. The achievement of Management and


Operation leads to company loyalty and product repurchase. There are some
important implications of this definition
Because Management and Operation is a subjective, no quantitative
state measurement won’t be exact and will require sampling and statistical
analysis Management and Operation measurement must be undertaken with an
understanding of the gap between customer expectations and attribute
performance perceptions. There should be some connection between
Management and Operation measurement and bottom – line results.
“Satisfaction” itself can refer to a number of different facts of the relationship
with a customer. For example, it can refer to any or all of the following:
Satisfaction with the quality of a particular product or service Satisfaction with
an ongoing business relationship Satisfaction with the price-performance ratio
of a product or service Satisfaction because a product/service met or exceeded
the customer’s expectations each industry could add to this list according to the

nature of the business and the specific relationship with the customer.
Management and Operation measurement variables will differ depending on
what type of satisfaction is being researched. For example manufactures
typically desire on-time delivery and adherence to specifications, so measures
of satisfaction taken by suppliers should include these critical variables. Clearly
defining and understanding Management and Operation can help any company
identify opportunities for product and service innovation and serve as the basis
for performance appraisal and reward systems. It can also serve as the
basis for Management and Operations surveying program that can ensure that
quality improvement efforts are properly focused on issues that are most
important to the customer.

Harris (1991) defined customers’ satisfaction, it is the customer
interaction. It recognize the difference between customer expectations and
customer perceptions. Satisfying may develop quickly or may be cultivated
over a period of time.
Khan (1991) stated that in the food operation the “fast” refers to the
serve rather than to the food it is a term common misunderstood by many. It is
therefore, currently referred to us “quick service” to attach through meaning to it


Genke and Woods (1997) customer service is a question and yet
misunderstood it is not just about how you handle transaction, it is about the
relationship with people who are essentially a part of everything you do.
According to Natividad et al (1993) “food ad service quickly should be
improved and maintain, and by the establishment so that customers could
always find their way back to you. Friendly and courteous practices while
serving customers will feel comfortable and relax while eating and rely for quick
services. Also a smooth relationship between management and customer is the
factor that greatly influence customer to appreciate his/her safeties within
the company advance of equipment which greatly influences a quick and fast
service to the customer.
Cabral et al (1998) “found out that customer are important instrument in
the success of the company because they are the one who patronize the
product and services if the company. Customer are satisfied with the quality
and price of the product and cleanliness of the environment”


According to Timm (2002) Value is the quality of a product relative to
cost. If a product performs better, lasts longer, or cost less than expected
customer became raving fans.
Based on Harris (2005) I know that the people who run the company are
going to work as hard or harder than me. The same principles that where here.
Before I got here will be in place after I retire. That’s encouraging. I
really like that. You cant teach culture. You have to live it. You have to
experience it. You have to share it. You have to show it.
As mentioned by Dahmer and Kahl (2002) servers, also referred to as
wait staff restaurant employees who wait a guest by making them feel welcome
and comfortable taking their orders, serving the meal, cleaning the area and
setting the table for the neat party of guest.
As stated by Goncalves (2002), one of the challenges for service is to
fully understand what it takes to make and keep customers happy. Happy
customers’ are the foundation of the business.


According to Schmitt (2003) satisfaction is an outcome oriented attitude
deriving from customers who compare the performance of the product with their
expectations of it. If the product is below customer expectations they will feel
the below satisfaction but if it is above expectations customers will be satisfied.
As discussed by Hill and Alexander (2006) Management and Operation
is a measure of how your organization total produce perform in relation to a set
of customer requirements. The customer view of your organization
performance will be a perception. Management and Operation is in the reality
of this situation.
Scott Davis G. (2003) mentioned that satisfying customer is one of the
main objectives of every business. Businesses recognize that keeping current
customers is more profitable than having to win new ones to replace those lost.
Good Management and Operation has an effect on the profitability of nearly
every business. For example, when customer perceive good service, each will
typically tell nine to ten people. However, alack of Management and Operation
has an even larger effect on the bottom line. Customers who receive poor

service will typically relate their dissatisfaction to between fifteen and twenty
others.
Evan and Deans (2003) defined accuracy as service performs right the
first time. Employee must be accurate in rendering service to their customer.
The service given by the employees to a customer should be the same as
others. They also stated that responsiveness is when the service personnel
react quickly and resolve unexpected problems and to be ready at the time the
customer arrived they should know when and how it reacts on a certain
situation.
Dwyer (2002) noted that customer service is not satisfaction customer
service, like a brand, is what the customer perceives and remember of the
service they received. What a customer perceives is the service they receive is
not necessarily the service they actually receive. Several published studies
reveal that the mood of the customer has a significant impact on the perception
of the service received. For example, if customer has been waiting for a long

time in a check-in queue, the perception of the friendliness of the person at the
check in desk deteriorates. Conversely, studies have shown that people waiting
a long time for elevators due to slow speed of the elevator have a better
perception of the experience of waiting in there is some distraction such a
mirror in the lobby.
According to the study of Oliver (2000) satisfaction can be to an
individual pursuit, goal to be attained from the consumption of products and
patronization of service. Few consumers want to be satisfied. Three possible
answers are as follows:
1. satisfaction itself is a desirable end estate of consumption or
patronization, it is a reinforcing, pleasurable experience.
2. it obviates the need to take additional redress actions or to suffer
the consequence of a bad decision.
3. it reaffirms the consumer decision making process.
In the study made by Hayes (2000) those processes, components, and
standards that ate deemed important by the customer are another important

source of information. In order for a business to meet the needs and desires of
the customer. This information is vital not only for successful business, but also
for understanding and improving Management and Operation. These important
components of satisfaction from the perspective of the consumer.
According to Montes (2005) customer are the one who determines
whether your company will win or lose and rest assumed, if you don’t give them
what they want, your competitor will. Learn how to treat customers as Queen
and King that needs royal attention.
According to Finch (2001) customer loyalty is often overlooked but
critically important result of operations; the feedback from customers frequently
is something like your product is great, but I hate doing business with you.
“Customer loyalty doesn’t result from evaluation like most companies which
focuses on their product creation process, thus customer service process is
overlooked. They should improve their service because great service will build
customer loyalty.
Statement of the Problem

This study aimed to measure the level of satisfaction on the service of
Mister Frosty. It specially answered the following questions:
1. How the Respondents may be characterized in terms of:
1.1. Gender
1.2. Occupation
1.3. Age
2. How the customer service satisfaction on the Mr. Frosty may be
identified in terms of the following qualities:
2.1. Facility
2.2. Product
2.3. Staff
2.4. Price

A Conceptual framework is shown in figure 1 to outline possible courses
of action to present a preferred approach to a system analysis project. The
framework built from a set of concepts included to a plan or existing system of
methods, behaviors, functions, relationships and objects. The framework was
conceptualized by using IPO (Input, Process and Output) method. On the
current operation of Mister Frosty Balibago, Angeles City, the researchers find
to identity tangibles like facilities, product and price and as well as the
intangibles like the staff and over-all satisfaction.
The trend of satisfaction of the customer with the tangibles and
intangibles product is the basis and inputs of the researchers. The process
used to further data is by using descriptive analysis, mean rating, frequency and
percentage distribution. This method was used to identify the sample size of
the respondents that led the researchers to be specific with the questionnaires
they have given. And the desired output would be the effectiveness and
efficient customer service relation for this would be the main objective of the
researchers.
INPUT PROCESS OUTPUT
Tangibles Descriptive Management and

Analysis, mean Operation on the
- Facilities, rating, Frequency service of Mr.
Product, and Percentage Frosty, Balibago,
staff and Distribution A.C.
Price
Intangibles
- Staff,
Over-all
and
Satisfactio
n
Conceptual Framework
Figure 1
Significance of the Study
This study may be beneficial to the following sectors:
Employees. This study will help the employees of the Mister Frosty to
enhance and improve the effectiveness and efficiency of their service and to be
knowledgeable about their field. Customer this study will prove the importance
of a customer behind every business success and let them realize the service
and product they had experienced was should well in the establishment.
Researchers. This study has given the researchers useful information
about Management and Operation that serves as guidance for them in the
future if join the hospitality industry. Future investors. This will serve as a
source of information for future investors especially if the nature of the business
focusing in Management and Operation.

Future researchers this study will serve as reference for the future
researchers when they conduct a study relating to Management and Operation
and to continue researching on their information which his not covered in this
study.
Scope and Limitation
This study focused mainly on the Management and Operation of Mister
Frosty Balibago, Angeles City. This study will only cover those who dine-in and
also the management who is currently in charge with the productivity of the
establishment.
The information of this study pertains to the customer level of service
satisfaction with the facilities, product, price and the attitude of the staff while
the other aspects are not included with this study. Likewise, validation of the
results with the restaurant management was not tackled in this study.
Methods
Research Design
The descriptive design was used in determining of customer’s service
satisfaction at Mister-Frosty. Descriptive method is the most logical method that
could be used suitably to allow description of the preset customer in terms of
satisfaction.
Respondents
The principal respondents of the study were be the manager who will
provide the needed information regarding to the establishment and the
customers of Mister Frosty who will be providing their feedbacks using the
survey questionnaires. By selecting on the current customers who dine in
Mister Frosty, the group decided to choose 100 respondents because the group
based on the average check of the establishment. The average customer per
day of Mister Frosty is 30-40. We came up to choose 100 respondents to
further test the customers satisfaction, we based on the average customer per
day of the establishment. The survey was conducted in two consecutive days,
Thursday and Friday which is the peak of the restaurant. We surveyed the
restaurant twice a day which is morning and afternoon.
Research Instruments
The researchers used an interview guide and survey questionnaire
obtained necessary information to achieve the research objectives answer that
will provide the solution to the problem. The researchers personally asked
questions directly to the manager using an interview guide and to the customer
using the survey questionnaire guarantee the desired information that were
obtained. The goal was to rate whether the food establishment provide the
guests with the best service and highest quality meals possible and if the
establishment satisfied the expectations of the guests by simply encircling the
number on each statement.
Data Collection Procedures
The primary data were obtained directly from the Mister Frosty. They
provided us the necessary documents. A personal interview was also
conducted in obtaining essential response to a certain questions asked by

researchers, as well as conducting survey with the customers who currently
dine inside the establishment.
Data Analysis
The study used the method of mean rating to consider the way how the
customer will rate the level of Management and Operation offered by Mister
Frosty.
The study also used the method of frequency and percentage distribution
to determine the number of observations that lie based on the answers provided
in the questionnaire.
The study also used multiple linear regression which attempts to model
the relationship between two or more explanatory variables and a response
variable by fitting a linear equation to observed data.
The survey was presented in the form of level of agreement as to
Excellent, Good, Fair, Poor, Needs Improvement.

Satisfaction Level Range of Weighted Mean
Descriptive Ratio
Poor 1.00 – 1.54
Dissatisfied 1.55 – 2.54
Good 2.55 – 3.54
Very Satisfied 3.55 – 4.54
Excellent 4.55 – 5.00

Results
Table 1 shows profile of the respondents as to age, the respondents are
relatively young as many of them belong to the age groups of 15 to 20 years old
(35) and 21 to 25 years old (45) and 26 to 30 years old (17). As to gender,
male respondents (38) and female (62) comprised the customer of Mr. Frosty
Balibago, Angeles City.
TABLE 1 Profile of the Respondents
1. 1 Age of Frequency Percentage
respondents
15 – 20 35 35%
21 – 25 45 45%
26 – 30 17 17%
31 – 35 3 3%
Total 100 100%
1.2 Gender Frequency Percentage

Male 38 38%
Female 62 62%
Total 100 100%
Civil Status Frequency Percentage

Single 66 66%
Married 34 34%
Total 100 100%
Table 2.1

2.1 Facilities Mean Rating Descriptive
Analysis
1. The tables are always cleared and 3.81 V.S.
presented in good condition.

2. The utensils are sanitized 3.92 V.S.
3. The Mister Frosty has good ventilation. 3.85 V.S.
4. Location/Visibility of the establishment is 3.85 V.S.
good.
5. Mr. Frosty is accessible to any potential 3.87 V.S.
customer.
In this table 2.1 the respondents are very satisfied in the food
establishment in terms of their equipment and tools that the establishment
used. The customers rate the utensils as the highest rating. This one question
means that the customers are very satisfied in the operation of the
management.
2.2 Product Mean Rating Descriptive
Analysis
1. The food and beverage taste good and 3.92 V.S.
tummy-friendly.
2. There is a selection of food and beverage 3.80 V.S.
available that perhaps the preference of


the customer.
3. The orders of customers are always 3.82 V.S.
presented well and it has an enticing look.

4. The preparation of the food and beverage 1.25 Poor
are too long to serve.

5. Hot foods are being served hot and cold 3.89 V.S.
foods are being served cold.
The table 2.2 shows the respondents rated the products of the
establishment. Designating rating shows that “the food and beverage taste
good and tummy friendly”, “there is a selection of food and beverage available
that perhaps the preference of the customer”,”The orders of customer are
always presented well and it has an enticing look” Very Satisfied. There is one
question that they rated as poor which is “the preparation of the food and
beverage are too long serve”.
2.3 Staff Mean Descriptive
Rating Analysis
1. Employee provides quality service to the 2.81 Good
customer.
2. Employees are attentive with what the 2.18 Good

customer wants
3. Employees perform their job effectively 2.91 Good
and efficiently.
4. Employees are friendly and appeasable. 2.80 Good
5. Staff are honest. 2.76 Good
Table 2.3 shows the designating rating of the employees are not well
trained so that operation of establishment are rated good. The respondents
rated the staff are honest is the lowest although it is a good.
2.4 Price Mean Rating Descriptiv
Analysis
1. The table of the food and beverage and 3.73 V.S.
other services are reasonable.

2. The rates of the food and beverage and 3.82 V.S.
other services are affordable.

3. The prices are comparable to the 3.76 V.S.
competitors.
4. The prices are match to the quality of the 3.82 V.S.
products.
5. The prices are all tax paid included with 3.76 V.S.

service charge fee and the receipt was
always issued and proud in good
candela.
Table 2.4 they rated the price as very satisfied. The price of the product
is reasonable and fair enough to the consumers of the establishment.
DISCUSSION
This chapter presents the summary of findings and analysis of the study.
Collected data were focused on social activity of the company to formulate
strategies or alternative actions for the betterment of the company. The
researchers personally gathered data from Customers of Mr. Frosty at Balibago
Angeles City using survey questionnaires.
Through the information gathered, this study distinguishes that a good
management will carry the whole operation of the establishment. The
management is responsible for ensuring that service encounter is planned,
organized and to the extent that it can be controlled to ensure Management and
Operation of Mr. Frosty. It all starts with the management making every visit of
customers to be excellent and leave them satisfied as the dining experience


ends. Starting from the manager down to the servers, the methods used in
delivering actual service and lastly on the tangible aspect of the establishment
which their customers mostly prefer. Although every variable of the
establishment may direct to give satisfaction, in the end it is the customer’s
judgment to be satisfied on the service. The best way that the establishment
can do is to give their best and improve their performance each day to provide
the highest quality of service possible.
After a successful data gathering and the interpretation of the results, the
following recommendations were established. Even though the results were at
the satisfied state, the management should not be contented. They must further
improve their service and management operation to increase the satisfaction
level of their customers. The establishment should know about the needs and
wants of their customers. Not just needs, but also what they prefer. Customer is
the life line of the establishment. They should be provided with outmost service
and quality products to build satisfaction and eventually gain their loyalty to the
establishment.
The respondents supplied the information for the purpose of the study.
The methods and research instruments that were presented in methods used to

help the researchers analyze the problem and to be able to formulate the
solution.
The data gathered were analyzed and summarized using weighted mean
method. This data will help to determine the problems that are existing and for
the researchers to be able to give recommendations on how to resolve the
identified problems with regard to management and operation of Mr. Frosty
Balibago, Angeles City.
The relevance of conducting the survey and interview is for the
researchers to know the perceptions of Customer of Mr.Frosty Balibago,
Angeles City about the relationship between the management and the
Customer. The purpose of the survey is to know in what factor/s that satisfied
the customer that might help the employees in satisfying their customer in the
establishment. This way the researchers will be able to formulate
recommendations to the problem of the establishment.
The researchers came up of a survey form that pertains from the related
studies and related literature of this paper. They want to see the point of view of
the customer towards to management of Mr. Frosty. The survey contains
relevant information regarding the customer-employee relationship inside the


establishment. The respondents rated the management of Mr. Frosty in terms
of: Product, Facilities, Staff, and Place.
The researchers identified the mean rating results with levels which are
level of satisfaction level in order to distinguish which variables are treated
developing satisfaction among the customer. With these results, the
researchers can conclude that most of the Customers of Mr. Frosty are with
satisfaction in the establishment.
The general demographic profile of Mr. Frosty’s Customer that are
described in terms of age are 16 to 45, which the researchers conclude that
most of the customers are adults, students, young professionals and fresh
graduates. These segments are represented by being energetic, vigorous,
dynamic, enthusiastic and full of life. With this, most of Customers of Mr. Frosty
are still eager on acquiring and looking for satisfaction the exhaustion therewith.
The profile of Mr. Frosty Customer in terms of civil status resulted to 66%
being single and only 34% on married. The researchers concluded that with the
average age of 16 to 24 years old, most of them are single. Singles have less
complicated life than married ones. They don’t worry on their spouses on

coming home late and taking money out of the banking machine that you don’t
have to justify it to your wives. Simply stated, singles have undemanding life.
Base on the interpretations of every table all of the variables indicated on
the statement of the problem got positive results these is Very Satisfied (VS)
This means that every Customer of Mr. Frosty is well and satisfied in terms of
the product and services.
The primary data collection consists of interview and direct observation.
In an interview, the researchers gathered data and information through face to
face conversation from authorized persons and asked them certain questions
about the current situation of the company and gathered data to serve as
a reference for the study.
This section contains the conclusion of the study. The obtained results
were focused on the satisfaction towards Management and Operation of Mr.
Frosty Balibago Angeles,City.
The general results on demographic profile of Mr. Frosty customer in
terms of age: 35% on 15-20 years old, 45% on 21-25 years old, 17% on 26-30
years old, 3% on 31-35 years old. As to Gender 38% on Male and 62% on
Female. These results are relevant to each other, most of them are on range of

15-35 years old, researchers concluded that they are single, married and
obviously received the level of satisfaction of Very satisfied.
According to the study and information gathered, Mr. Frosty Balibago,
Angeles City got a mean rating of 3.59 (Very Satisfied) in level of satisfaction.
Therefore, the researchers conclude that customers are comfortable on dining
their respective Tables regardless of warm temperature inside the
Establishment and in the waiting area even though exhausted.
Different people learn in different ways, and as previously suggested, it is
imperative to know one's preferences as well as the internal and external things
that reinforce behavior and learning, and satisfied an individual.
To effectively satisfied customers, managers need to understand what
Satisfied customer within the context of the roles they do. Of all the functions a
manager performs, management and operation is one of the most difficult.
Igniting a spark of satisfaction in your workforce starts with figuring out how to
appeal to each Customer unique needs and desires.


Satisfaction is an individual matter and one needs to know and
understand the individuals that are to be satisfied. Individuals have their own
goals and aspirations. Individual Customer is being asked to make a
improvement on service. One cannot hire only the hand and the brain; the
owner of that hand and brain must always come along.
This section contains the recommendation of the researchers to this
study. Recommendations that are based from the results and with this, the
company can use this and able to benefit the management, employees and
company itself.
The researchers would like to recommend the establishment to improve
their standards on being Customer-oriented Company. Base on the interviews,
they implement the Customer program called “Lagi Akong Kasali D’yan” or
simply LAKaD which gives chance to Employee becoming Restaurant
Team Member (RTM) which is a promotion for propitious employees.
The researchers would also like to recommend being more open on
Potential Customer to give them chance to experience the opportunity of a good
service. This will benefit the employees and the Mr. Frosty management as well.
Having this policy, more employees will encourage working hard and doing their
job well in order to achieve higher seat turn over every day. With good

performance of these employees, sales of Mr. Frosty may possibly reach high
amount that will also benefit the said establishment.
The researchers would also like to recommend that the employees of Mr.
frosty would engage in sport activities such as fun run and sports festivals.
Events like basketball, badminton, volleyball and bowling that will also
encourage Mr. Frosty employees to mingle and get to know one another while
also motivating them to become physically fit.

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Factors Affecting the Management and Operation

HOLY ANGEL UNIVERSITY

HOLY ANGEL UNIVERSITY

Bachelor of Science in Hospitality Management Major in Hotel Restaurant Management, is herby

recommend an accepted for oral presentation.

Mr. Cesar Gerolangin

Researchers : Bais, Van Russel

Santos, Christian Lowie

HOLY ANGEL UNIVERSITY

completing this paper.

with our academics.

To our respondents who allowed us in giving their time and patience.

optimistic with all our actions.

HOLY ANGEL UNIVERSITY

Title Page …………………………………………………………………….. i

Approval Sheet ………………………………………………………………. ii

Acknowledgment ………………………………………………………………………. iii

Chapter 1 THE PROBLEM AND REVIEW OF RELATED LITERATURE

Related Literature ………………………………………………………………. 8

Statement of the Problem ………………………………………………………………. 14

Conceptual Framework ………………………………………………………. 15

Significance of the Study ………………………………………………………………. 17

Scope and Limitation of the Study …………………………………………. 18

HOLY ANGEL UNIVERSITY

Research Design ………………………………………………………………… 19

Data Collection Procedures ……………………………………………………… 20

Data Analysis ……………………………………………………… 21

Curriculum Vitae ………………………………………………………………… 39

HOLY ANGEL UNIVERSITY

Management and Operation is essential; in helping a company continue

employees with good customer service skill. Customer’s service performance

gives customers an image of the company. If a company has employees with

business elsewhere if they aren’t treated in a pleasant and respectful manner.

There is a saying, “CUSTOMER IS ALWAYS RIGHT.” Even in instances where

to handle the problem in a courteous and professional; manner and try to

ensure that the customer leaves satisfied.

“Management and Operation research” is concerned with defining that

the resulting information so as to positively influence customer experience

resulting in increased Management and Operation. As it stands, the article on

introducing the practices of a handful of services providers.

HOLY ANGEL UNIVERSITY

Job satisfaction describes how content an individual is with is or her job.

rotation, job management style and culture, employee involvement,

empowerment and autonomous work groups. Job satisfaction is a very

important attribute which is frequently measured by organizations. The most

common way of measurement is the use of rating scales where employees

responsibilities, variety of tasks, promotional opportunities the work itself an co-

Measuring Management and Operation is a relatively new concept to

HOLY ANGEL UNIVERSITY

product differentiation and years of continual sales growth followed by two

decades of flattened sales curves have indicated to today’s sharp

competitions that their focus must changed.

Competitions that are prospering in the new global economy recognize

customers. The competitors who will be successful recognize that Management

share and increased profits.

The problem companies face, however, is exactly how to do all of this

Management and Operation. Without a clear and accurate sense of what

business climate. Plans constructed using Management and Operation

HOLY ANGEL UNIVERSITY

most able to extend profits.

Too many companies rely on outdated and unreliable measures of

frequency of complaints. And they watch aging accounts receivable reports,