The Performance of Customer Service of

McDonald on Bay to the Behaviour of

Selected Customer.

Jo-Ann M. Tanio

King Anthony Malate

Peter Cabriole

Carl Landicho

Michaella Adalin

Paula Ociana

Kyle Alcantara

Keurt Ocampo
 Chapter1

PROBLEM AND ITS BACKGROUND

“Instead of focusing on the competition, focus on the customer.”

-Scott Cook

Introduction

Service quality is considered as an important factor driving customer

satisfaction in the service environment (Andaleeb & Conway, 2006), Customer

service is always one of the top concerns of many organization. Poor service is

customer most likely leading to loss of sales and revenue, and also negative

words of mouth spreading over the social media and internet platforms.

What are those experiences of the researcher and those of the people

around provokes them to study this phenomena.

Marketability can be seen as the most important aspect within design

because it is down to the way that the product is marketed that will ensure the

success or failure of the product. Products are marketed in the different ways for

different people.

The purpose of this study is to determine the performance of customer

service of McDonald Bay outlet the behavior of selected customers.

Background of the study

Customers nowadays are becoming more demanding when it comes to

service from fast food chains. They are not just looking for quality of the food but

also the service of the crew. Most of the time they gave you something even if

you didn’t order. Sometimes they take you forever to give you what you have

ordered. Lack of manpower or employees may result to poor customer service. It

will slow the service it may also affect the physical facilities like sanitation, having

dirty comfort rooms not well cooked foods, and lack of clean vacant tables.

A fast food restaurant as also known as a quick service restaurant within

industry, is a specific type of restaurant that serves fast food cuisine and has

minimal table service. The food served in fast food restaurants is typically part of

a “meat-sweet diet”, offered from a limited menu cooked in bulk on advance and

kept hot, finished and packaged to order, and usually available for take away,

though seating may be provided. Fast food restaurant are typically part of a

restaurant chain or franchise operation that provides standardized supplies to

each restaurant through controlled supply channels.

The first fast food chain is White castle it was founded in 1921 in Wichita,

Kansas. At the time most people considered the burgers sold at fairs, circuses,

lunch counters and carts to be low quality. Many people thought hamburger

came from slaughter house scraps and spoiled meat. White castle was most

popular in the American East and Midwest, but its success helped give

hamburger meat a better reputation nationwide. Jollibee was the first fast food
 The researchers target to study the customer’s services provided in Bay

Laguna where most of the businesses are established. It is a 2 nd class

municipality in the province of Laguna.

According to Qin and Prybutok (2009) explored the relationship among

service quality, customer satisfaction, and behavioral intentions in fast food

restaurants in the USA five service quality dimensions we’re found to be

significant: tangibles reliability/ responsiveness, empathy, assurance, and

recovery. Service quality and food quality both lead to customer satisfaction on

the other hand customer satisfaction directly affects behavioural intentions of fast

food costumers

According to Canny (2014) conducted a survey among 213 customers of

casual dining restaurant in Jakarta to determine the relationships among dining

experience, customers satisfaction, and behavioural intentions of customers.

Regressions analysis results revealed all three dining experience attributes with

service quality emerging as the most important we’re significantly related to

customers satisfaction.

De La Salle University or (DLSU) states that fast food and restaurants

should understand their customers better and encourage them to improve on

service quality dimensions that greatly influence customer satisfaction.