Professional Documents
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Thesis Final
Thesis Final
Thesis Final
CHAPTER I
BACKGROUND OF THE STUDY
Introduction
is the main point of the research conducted, but the researchers aim to know
how the products offered in a food business effect to the satisfaction of the
customers.
The food business that was subjected in this study is the Squad Buffalo
Wings in Brgy. San Jose, Antipolo City. It was back in the 1960s that the buffalo
wings recipe was invented in Anchor Bar, Buffalo, New York City by Teressa
Bellissimo. They were generally served hot along with celeries or carrots on the
side and is usually topped with blue cheese dressing that acts as a sauce for
dipping.
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As time passed by, certain recipes emerged and it sparked the era for
having built numerous restaurants as a staple for serving the infamous buffalo
wings.
Squad Buffalo Wings was established by Ms. Joan and Jezreel Cendaña.
One of the inspirations that the couple got to build a restaurant is the
buffalo wings in Metro Manila. It paved a way for the improvement of ideas of the
wings by inventing their own flavours. The business started by selling their
buffalo wings online. The business lasted for about six months until the business
Squad Buffalo Wings was established on June 21, 2018. They started at a
capital of P500,000.00 and since they own the place already, they just renovated
it and styled the place a classic design based from the 1950's combined with the
The business focused in serving one main product which is the buffalo wings
but as time passed by and the business improved, the owners decided to add up
more products like pasta, nachos, and fries all of which is served unlimited by
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The menu consisted of three (3) main categories which is the savers meal,
combo meals, and the unlimited offers. The prices start from Php 88.00 which is
the order for the unlimited fries. In the first month of running the business, they
only had 4 flavours of buffalo wings to be served which is hot and spicy, classic,
marinated and squad buffalo, but they released more flavours in the second
month.
The entrepreneurs came up with the idea of unlimited serving because most
people nowadays are not content with a limited serving. The flavour of their
buffalo wings are certified authentic because the owners are the one who
invented the sauce and the flavour of the products. The price of their products
are cheap.
They also have board games, Rubiks cube, and card games to entertain the
customers while waiting for their orders since the serving time usually takes 10 to
says that the overall dining experience is good when you want to have some fun
and dine with your friends and family since the products are affordable and still
Squad Buffalo Wings is the first branch that they built and the owners are
Avenue Brgy. San Jose Antipolo City. The place is just beside Minette’s
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Restaurant and Robinson’s Easy Mart. It is also near RPHS Antipolo Annex
Hospital.
The researchers aim to know if the customers of Squad Buffalo Wings are
satisfied with the products they offer, if there’s a favourite flavour or particular
The researchers want to find out as well if the customer’s satisfaction can be
Conceptual Framework
The conceptual framework of the study is about the input, process, and
output of the research. In layman’s term, the overall view and process of the
study.
In figure 1, the input contains the profile of respondents which is age and
sex. The study also wants to know the level of satisfaction of the customers
based on what product/s is/or served, that’s why the researchers intend to have
an in-depth questionnaire that can gather information as the sole function for the
development of the research. The process presents and reflects the distribution
gathered data.
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The output then shows the result of the study which is to determine the
customer’s satisfaction based on the products served. The result of the study
would give feedback to the business establishment and can help utilize the
Conceptual Paradigm
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product and the product that was actually purchased as claimed by Yi (1990). If
the theory was put to a simple context, say a product evaluation, the assessment
Theoretical Paradigm
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Contrast Theory
- Consumers doesn't
adjust to their
expectations.
Customer
Satisfaction
Dissonance Theory
-Consumers tend to
adjust to their
discrepancy to balance
their preferences.
respect to the products offered in Squad Buffalo Wings Antipolo City, and intends
a. Age
b. Sex
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Definition of Terms
This chapter involves words that are used operationally and will therefore
be defined by its use in the research and can further help the readers foster
ideas that can contribute to understand what is being stated throughout the
research.
Buffalo Wings as the owners of the business created and invented it themselves.
Consumers. People who buy, order, and deal business with Squad
Buffalo Wings Antipolo City, also known as the customers. They are considered
those that suffices all the costs incurred from everyday operations of the
business.
derived from the environment and the products offered in Squad Buffalo Wings.
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usually inventing and creating something that are not yet in the market.
These usually are the people who assume all business risks and loss that affects
This study aims to deliver information that may serve as a useful guide to
those who are conducting research parallel to which the researchers are
observing. The researchers listed down those that can benefit from the research.
Business Entrepreneurs
Enables them to look for details that will eventually help them think
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Future Researchers
This research will be their guide to the future study that other
researchers will do. They can use this research as a basis for
Through this research, it will enable them to build rapport with the
Institution
This study aims to know the customer satisfaction with respect to the
products offered in Squad Buffalo Wings in Antipolo City. The respondents of the
study are the customers at Squad Buffalo Wings in Antipolo City. We used a
random sampling for population sampling using slovin’s formula to find the
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The study covers the effect of the product to the customer satisfaction and
if it can be a factor for a business progress. The study started in School Year
Month of February.
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CHAPTER II
REVIEW OF RELATED LITERATURE
why it is crucial for the businesses to produce products that suits the customer’s
making a marketing strategy that adopts to their marketing mix that therefore
enable the business to have a paved way for a high grade satisfaction.
The study of Barcanzal et al. (2015) states that having a good service and
Lacxamana et al., besides offering quality products, businesses should also have
a good service by means of having a polite attitude, bright smile and at the same
time know how to accommodate the customers well. This can adopt for customer
to patronize the product that can help the business to have success.
In the modern world where everything is fast paced and the trends are
fluctuating rapidly, business owners need a drive for ideas which helps the
business to maintain its track in the industry. Serrano (2016) said that a great
organization knows how to get an old way of doing something but is able to
business owners should learn how to cope up with sudden changes in people’s
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most important factors for all the company and firms. It is the company’s goal to
achieve it for it is vital for gaining advantages and make the business survive.
business succeeds in the industry because of the profit it gets from the people.
Tahir et. al (2013) defined customer satisfaction as a post experience for having
expectation. They also reiterated that since the word “customer satisfaction” has
been in the industry for a long time, a lot of researchers and academicians
highlighted that it is vital for an organizational success and solvency for the
survival of the business for the customer satisfaction is crucial for a business’
profitability.
They also stated that in a highly competitive market, the satisfaction of the
lasting relationship with the consumers and the business. As for Mohammad
(2012), he stated that the measure for customer satisfaction has become a major
atmosphere and the surroundings around the place. He also stated that dining
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places should give attention to three (3) elements: support and quality of service
Lin and Wu (2011) stated that customer satisfaction is the key to keep their
switching rate which generally means that they are easily swayed by those who
up their game in the industry. Tao (2014) claimed that when customers are
satisfied with the product or service of the company, it can make the customer to
quality of the products and services, the speed of service, pricing, complaints or
it is the way of getting feedback from the customers in a way that they can use it
to manage and improve their business. It is the best indicator of how the
business will look like in the future. It can be considered to make right decisions
maintains the relationship with the existing customers and also creates the
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CHAPTER III
RESEARCH METHODOLOGY
Research Design
acquire data and information through the use of questioning in the survey.
The study was conducted using descriptive style to expound the data
gathered. Descriptive style in research design is used since the aim of the
necessary to use by the researchers because it will help them distinguish and
Population
The researchers went to Squad Buffalo Wings to ask the store manager
about the approximate population daily. The respondents will be the customers in
Squad Buffalo Wings and the store manager informed us that there are over 150
customers daily who go and eat in the restaurant through their records and
journal. The researchers went to proceed into solving for the population sample
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n = N/1+Ne2
where:
n = sample size
N = population sample
E = margin of error
The sample that was derived from computing the population size equaled
n=N/1+Ne2
=150/(1+150*.102)
=150/(1+150*0.01)
=150/(1+1.5)
=150/2.5 = 60 respondents
The study is all about assessing the customer satisfaction with respect to
The topic was approved by the research project teacher and was then set
for the formulation of the title thus the development of the whole study of
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assessing the relationship between the customer satisfaction and the products
and studies related to the research topic, as advised by the adviser of the
in lined with the research objectives and is intended for assessing the
establishment and the information gathered will be utilized to further develop the
study.
customers of Squad Buffalo Wings which will serve as the respondents for the
research conducted. The questionnaire will be in the form of Likert Scale which
will measure the variables and their relationship with each other if there is any.
The research questionnaire will consist of 10 questions at most, and are all about
the customer satisfaction and the products offered in Squad Buffalo Wings in
Validation
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researchers sought and designated thesis advisers and statisticians for the sole
research.
After seeking validation from the adviser and statistician, the research will
be revised based on the suggestions and critique of the research adviser and
statistician.
The researchers asked permission from the Squad Buffalo Wings Antipolo
by giving a letter addressing the legitimacy. The store managers clarified some
the research letter, the store managers signed it and approved the methods and
Statistical Treatment
Since the main focus of the study is to find if there’s a significant difference
to the customer satisfaction and the products offered in Squad Buffalo Wings in
Antipolo, the researchers sought to know by using three (3) statistical treatments
which is the weighted mean, frequency and percentage, and last is the Analysis
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find out the customer satisfaction level among the three main categories of the
course in Squad Buffalo Wings which is the unlimited, savings, and combo meals
offer.
Research Instrument
uncover the results based from the answers given by the respondents. The
respondents state the frequency of what is being asked in the question. The
5 – Strongly Agree
4 – Agree
3 – Neutral
2 – Disagree
1 – Strongly Disagree
CHAPTER IV
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
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This chapter presents the data gathered, the results of the statistical
following the sequence of the specific research problem regarding the difference
of the levels of satisfaction with respect to the products offered in Squad Buffalo
The main goal of this study is to know if the respondents are satisfied with
the servings of the product offered in Squad Buffalo Wings. There are three (3)
main serving categories for the products which is the unlimited, combo, and
savers meal. These three (3) categories are then subjected to be evaluated
whether the customers find them appealing thus making them satisfied.
Table 1.
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Female 24 40%
Total 60 100%
male and 24 of whom is female. The age of the respondents ranged from 14 to
50 years old. The researchers inferred that the Squad Buffalo Wings is a family
Table 2.
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14-25 12 20%
26-37 23 38%
38-50 25 42%
Total 60 100%
respondent’s age that ranges from 14 to 50. Respondents whose age is from 14
Table 3
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Statement 3 4.24
Grand Mean=4.41
The table above showed the mean for the quality and taste of the products
which can be inferred from the questionnaire. The mean equaled to 4.41 which
tells that the respondents are satisfied with the quality and taste of the products.
Table 4
Mean of the Place and Atmosphere in Squad Buffalo Wings
Statement 4 3.89
Statement 5 4.38
Grand Mean=4.14
The table above showed the grand mean which is 4.14 for the place and
questionnaire. The result of the mean showed that the respondents were
Table 5
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As shown on the table above, the mean that the researchers got based
from the questionnaire is quite low. Therefore, the respondents are most likely to
Table 6.
MEA F- F-
GROUPS N MSW MSB COMPUTED TABULAR DECISION INTERPRETATION
Statement
8 4.26
DO NOT
Statement
0.01 0.01 1.22 5.14 REJECT NOT SIGNIFICANT
9 4.36
HO
Statement
10 4.31
The researchers computed for the f-computed and f-tabular after finding for
the weighted mean. The end result for the analysis of variance states that if the f-
computed is greater than the f-tabular, then the null hypothesis should be
rejected.
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Since the presented table for the analysis of variance shows that the f-
computed is less than the f-tabular, the null hypothesis should not be rejected
therefore the researchers can prove the claim of having no significance as true.
CHAPTER V
This chapter presents the summary of the research, the conclusions drawn
and the recommendations made as a result of this study. This study is on the
The customers profile were age and sex only were undertaken by the
researchers.
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Summary of findings
2. The business has a family ambiance and the customers are satisfied with the
conclusion that the hypothesis should not be rejected. Therefore, Squad Buffalo
Wings can offer any product and most of the customers will be satisfied.
customers don’t like the taste of the food while some are satisfied. Some
customers are satisfied with the way the staff attended to their needs.
5. Some didn’t like the taste of the food especially in the pasta because it was
served cold. Some recommended that they should prepare more in terms of
serving the food and time management so that the customers don’t need to wait
on a longer basis.
6. The customers also requested some additional side dishes and add-ons like
soup, extra fries, burger, and extra spicy kick to the flavor of the chicken. They
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also suggested to add the variants for the unlimited category so they can mix and
7. The customers requested to have a birthday special celebration and add some
challenges.
Recommendation
customers. Serving and tending to their needs should be their first priority.
compete with the market prices considering the supply and demand forces.
Crew. The should learn proper ethics in handling customer’s concern as quickly
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