Research 12345

FILAMER CHRISTIAN UNIVERSITY
COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT

Roxas Avenue, Roxas City, Capiz
Fast-Food Operational Strategies Amidst Covid -19 Pandemic
in Roxas city
Divine Aura C. Obamos
Anne Jillian M. Buyo
Antoinette Grace F. Peñaroyo
Chapter 1
Introduction to the Study
This chapter includes 5 parts namely; (1) Background
and Theoretical Framework of the Study; (2) Statement of the
Problem and the Hypothesis; (3) Significance of the Study;
(4) Definition of terms; (5) Delimitation of the Study.
Part One, Background and Theoretical and Conceptual
Framework of the Study, presents the rationale for selecting
the present problem and the study’s frame of reference that
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strengthens the reason for investigation. Discusses the
principles and the ideas on which the study is anchored.
Part Two, Statement of the Problem, states the general
and specific objectives of the study, which are to be
addressed in the study.
Part Three, Significance of the Study, discusses the
benefits each end – users may derive from and how each can
profit from the results.
Part Four, Definition of Terms, defines both
conceptually and operationally the key terms and variables
used in the study.
Part Five, Scope and Delimitation of the Study,
specifies the limits as well as boundaries of the research n
terms of variables, participants, instruments and
statistical tools used in the study.
Background of the Study
As Filipino we want comfort food to keep them warm
during the challenging pandemic, online ordering of foods
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times across the Philippines or here in Roxas City famed
fast-food chain have been popular these days.
With more consumer ditching visits inside their
favorite fast-food joint in order to order from the comfort
of their cars, or ordering online.
The annual QSR drive-thru study revealed the dining
habits of Filipinos at some of the place’s favorite fast-
food chains like Jollibee, Mang Inasal and Chowking’s to
show how the COVID-19 pandemic has hurt both customer
experience and restaurants in terms of revenue.
While the COVID-19 pandemic has shuttered in-person
dining experiences or limited occupancy in order to promote
social distancing measures, a shockingly high percentage
said that these safety measures aren’t being advertised
while on the drive-thru line. Eighty-eight percent of drive-
thru visited is much safer to buy foods than eating or
dining in inside.
However, the good news is more than half of drive-thrus
— 59% — had plastic barriers installed separating customers
from employees at the window, which surely creates a better
and safer exchange between consumer and product. And as more
restaurants rely on the drive-thru for the majority of their
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revenue during this pandemic, and likely long term, it’s
never been more critical to focus on improving wait time by
investing in technology like menu boards and mobile to stay
competitive.”
This research is conducted to identify the contribution
hospitality industry in this specific city.
The dependent variable is the effect of hospitality
industry in Roxas City, Capiz. The independent variable is
how it affects the people in this city.
Background and Theoretical Framework
The COVID-19 pandemic impacted the whole world same
here in Capiz. Restaurant industry via government closures,
resulting in layoffs of workers and loss of income for
restaurants and owners and threatening the survival of
independent restaurants and fast-food stores as a category.
Within a week after the first closures, industry groups
representing independent restaurateurs were asking for
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immediate relief measures from local, state, and federal
governments, saying that as many as 75 percent of
independent restaurants could not survive closures of more.
Restaurant closures started March when the locked down
started President Rodrigo Duterte Governor ordered all bars
and restaurants in the state to close their dining rooms
bars and fast-food restaurants within a week most other
states followed suit. By March 23, industry experts were
estimating nearly half of the industry's 15 million workers
or more had been laid off. Insurers refused to cover the
restaurants' financial losses via business interruption
policies. than a few weeks. By late July nearly 16,000 and
more restaurants had permanently closed.
Figure 1 shows the conceptual framework of the study.
INDEPENDENT VARIABLE DEPENDENT VARIABLE
Strategy
Fast Food
And And
Services Challenges
Figure 1. The strategy and challenges in selling the foods
and services
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Statement of the Problem and the Hypothesis
This study aims to know how hospitality contains the
overview of the research problem and the factors that lead
to the conceptualization of the problem and justification
for considering the chosen topic as a problem for research.
The researchers’ motivation in this study in knowing the
reasons and information that leads popularity in same food
chains in Roxas City. The purpose of the study is to
determine what factor on marketing aspects do the food
chains become leading in the area of Roxas City.
Definitely, the study required to answer the following:
1. Who are the leading food chains in the area of Roxas
City?
2. What factors Influence Customer Satisfaction?
3. Is there any significant relationship between factors on
marketing aspects and leading food chains?
In the view of said Statement of the Problem, the
following were Hypothesized:
1. There is no significant relationship between the
factors on marketing aspects and leading food chains
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and There's no problem encountered in hospitality
industry of local economy in the City of Roxas.
2. Any organization in any industry has one common goal:
to satisfy their customers. Customer satisfaction is a
metric that measures how happy customers are with a
business’s products, services, and capabilities. It’s
a reflection of how a customer feels when interacting
with your brand: poor customer satisfaction leads to
negative reviews, while satisfied customers will help
you build your brand. The three major factors that
affect modern customer satisfaction are customer
understanding, service, and technology.
3. There is no solution in problem of hospitality
industry in local economy.
Significance of the study
This study is undertaken to find out/ to determine the
results of the study to help in solving the problems that
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encountered of hospitality industry in local economy in the
province of Capiz.
This research study in the hospitality industry will be
significant to:
Small Business related to food industry – they will be
informed about the factors on marketing aspect of their
business and make adjustments on their strategies to become
one of the leading food chains in their industry.
They will gain knowledge about the desirable effect
that the marketing aspects bring to their business. Through
this, they can get along well with their customers or be
easily adjusted for the matter.
Markets/ customers/ consumers/ buyers- knowing the factors
affecting the marketing aspect of one of the leading food
chains, they will be satisfied for their needs and wants.
Time consuming will be minimized because they know where to
purchase and what food chain is recognized and addressed to
give them importance.
The management of the leading food chains- to improve their
business and be more competitive to others, they make
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adjustments and give importance to some factors on marketing
aspects to have more customers.
SCOPE AND LIMITATIONS The study focused only on the factors
on marketing aspects and leading fast-food chains only.
Definition of Terms
The following terms used in this study are defined
conceptually and operationally to ensure better clarity and
understanding of this study.
Fast food - Fast food is a type of mass-produced food
designed for commercial resale and with a strong priority
placed on "speed of service" versus other relevant factors
involved in culinary science. Fast food was created as a
commercial strategy to accommodate the larger numbers of
busy commuters, travelers and wage workers who often did not
have the time to sit down at a public house or diner and
wait for their meal. By making the speed of service the
priority, this ensured that customers with strictly limited
time (a commuter stopping to procure dinner to bring home to
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their family, for example, or an hourly laborer on a
short lunch break) were not inconvenienced by waiting for
their food to be cooked on-the-spot.
Fast Food - Fast foods are characterized as quick, easily
accessible and cheap alternatives to home-cooked meals,
according to the National Institutes of Health (NIH). They
also tend to be high in saturated fat, sugar, salt and
calories. According to the NIH, many fast-food chains have
responded to growing public awareness about nutrition by
offering some food that is lower in fat and calories than
their normal fare.
Delimitation of the study
The respondent of this study is limited to whom it is
connected with Fast Food Operational Strategies Amidst
Covid -19 Pandemic in Roxas City.
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Chapter 2
Review of Related Literature
This chapter is organized into three (3) parts, namely; (1)
Strategy and Challenges, (2) Selling Products and Services
and (3) Synthesis
First, this part, Strategy and Challenges, talks about
the new normal plan of ordering Fast-food online and online
services amid of the pandemic.
The second part, Selling Products online and online
services, speaks about the Fast food and services offered by
the Fast food in Roxas City.
The third part, Synthesis, sums up the literature
reviewed in this study.
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Strategy and Challenges
Today, the Restaurant business is witnessing not so
impressive growth because of the new normal, and it applies
to the fast-food industry as well. According to a recent
report, the fast-food industry has registered a turnover
rate of 150%, which is perhaps the highest since data
recording started in 1995. For many companies
in this market, the aim to offer quick, affordable easy
alternatives to home-cooked food for working professionals,
bachelors, and families is one of the main objectives to
expand their market share.
At SpendEdge. we meticulously study the latest market trends
and challenges, and their subsequent impact on the fast-food
industry to give companies an edge when it comes to planning
their market strategies.
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Selling products and services
FDA is sharing information about best practices to
operate retail food stores, restaurants, and associated
pick-up and delivery services during the COVID-19 pandemic
to safeguard workers and consumers.
This addresses key considerations for how foods offered
at retail can be safely handled and delivered to the public,
as well as key best practices for employee health, cleaning
and sanitizing, and personal protective equipment.
Synthesis
Restaurants and Fast-food places must follow the new
normal application of selling their foods. However, social
distancing may vary and struggle to sell their food but
lucky them online delivery is available like food panda it’s
easy to order and no struggle you just have to wait for your
order. Nevertheless, the selling strategies of restaurant or
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fast food still struggles, and to accumulate clients and
guest due to this pandemic.
Chapter 3
Research Design and Methodology
Chapter 3 consist of two parts: (1) Purpose of the
Study and Research design and (2) Methods.
Part one, Purpose of the study and Research Design,
relates the purpose of the study and describe the research
design and the variables used in this study.
Part two, Methods, Describes the participants, the data
gathering materials and the research procedure used in the
study.
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Purpose of the Study
The aim of this research was to study fast food
operational strategies in the context of the covid 19
pandemic and the impact of the restaurants and fast-food
places. And aim of this is to improve and socialize.
This study shows how pandemic changes our life because
of the pandemic we cannot eat inside the restaurant so the
solution is to order online and will be less hassle and less
contact to other person but we still need to follow
protocols like doing social distancing. Many full-service
restaurants have begun offering food delivery services to
capture additional revenue and embrace new customer demand.
Eating in restaurant during an epidemic could be
perceived as highly risk due to potential for infection in a
relatively closed dining space and require contact
with service providers so consumers will likely prefer
Takeaway, Food delivery or drive through services over on-
site dining. With these services consumers can be place
online orders either via restaurants own platforms or apps.
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Customers can then pick up their order on site or have it
delivered to their door step.
Methods
This study used the descriptive method of research. The
researchers prepared a survey questionnaire to gather or
collect all the information needed in the study. This
descriptive survey method of research is a process of
analyzing and data gathering.
The researcher chose from Mang Inasal, Jollibee, and
Chowking each fast-food chain crews will be chosen 10 – 15
participants.
The researcher has chosen the representative of each
fast-food chain for a survey. This also show the procedure
of data gathering and instrument used. And discuss the type
of research, research design, research method, and the
location on where the study will be conducted.
To appropriately measure the variables of the study, a
survey guide was used. The survey guide was used to gather
information from key informants which are the selected
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representatives of each fast-food chain. And also, one of
the commonly used qualitative research methods, used in data
collection. A focus group usually includes a limited number
of respondents (35) from within your target market. It is
utilized to respond to inquiries of who, what, when, where,
and how questions.
Participants
The participants of this investigation were the
selected Fast-food chain crews of Mang Inasal, Jollibee, and
Chowking in Roxas City, Capiz.
Data-gathering Instrument
The descriptive method was used to gather and provide
data that are needed in this study. The method includes
researcher-made questionnaires Data is collected via survey
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questionnaire through a personal interface. Respondents
answer the questions on their own paper questionnaires that
given to them.
The questionnaire is appropriate according to Reganit,
(2010) when information needed is from varied and widely
scattered sources and when it is not possible to explain
briefly the objectives of the survey.
Operational Strategies Questionnaire. This was a 20-
item researcher made questionnaire. Using a five-point
Likert scale, the respondents were asked to rate each of the
items with any of the following responses:
5 – Strongly Agree
4 – Agree
3 – Neutral
2 – Disagree
1 – Strongly Disagree
For the descriptive interpretation of mean score, the
scale below was used:
Scale Description
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4.21-5.00 Very High
3.41-4.20 High
2.61-3.40 Moderate
1.81-2.60 Low
1.00-1.80 Very Low
Data-gathering Procedures
After the questionnaire were validated and pretested
for reliability and finding it to be reliable, permission to
conduct
it for the actual survey testing will be done. The
researchers will secure the approval to the Dean of the
College of Hospitality and Tourism Management.
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The data obtained in the study were processed, encoded,
and analyzed using Statistical Package for Social Sciences
(SPSS).
Chapter 4
Results and Discussion
Chapter 4 was divided into two parts: (1) Descriptive
Data Analysis, and (2) Inferential Data Analysis.
Part one, Descriptive Analysis, presents the
descriptive data on the level of operational strategies of
fast-food chains amidst Covid-19 Pandemic in terms of
customer service and fast-food chain management. The data in
each category were presented in mean and standard deviation
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derived from the results of the research instruments
administered.
Part two, Inferential Data Analysis, presents the
inferential data on the significant differences in the level
of operational strategies of fast-food chains amidst Covid-
19 pandemic when respondents are grouped according to Socio-
Demographic Profile.
The data needed for this survey in Fast-Food
Operational Strategies Amidst Covid-19 Pandemic in Roxas
City, Researchers were gathered using a researcher made
questionnaire. In analyzing the data, the following
statistics were employed: mean and standard deviation as
descriptive statistics.
Below is the presentation of the descriptive and
inferential data with respective analysis and
interpretation.
Descriptive Data Analysis
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Fast Food Operational Strategies Amidst Covid – 19 Pandemic
in Roxas City.
The level of operational strategies of fast-food chains
amidst Covid-19 pandemic in terms of customer service and
fast-food chain management is shown in the Table 1.
Data show that the Customer Service (M = 4.86, SD
= .20) is “Very High”. And Fast-Food Chain Management (M =
4.50, SD = .32) is “Very High”.
Category Mean Description Standard

Deviation
Customer Service 4.86 Very High .20
Fast Food Chain 4.50 Very High .32

Management
OVERALL OPERATIONAL 4.68 Very High .23

STRATEGIES
Scale Description
Table 1. Mean and
Standard Deviation of
4.21 – 5.00 Very High Customer Service and
Fast-Food Chain
Management.
3.41 – 4.20 High
2.61 – 3.40 Moderate
1.81 – 2.60 Low

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1.00 – 1.80 Very Low
This implies that the respondents of Fast-Food Chain in
Roxas city have been affected by the pandemic because of the
strict regulations that needed to be followed in for the
safety and security of everyone against covid-19. This means
that the overall mean result of customer service and fast-
food chain management is very high.
Inferential Data Analysis
Difference in the level of operational strategies of fast-

food chains amidst Covid-19 pandemic when respondents are
grouped according to Socio-Demographic Profile.
To aid the presentation, analysis and interpretation of
data on the level of operational strategies of fast-food
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chains amidst covid-19 pandemic in Roxas City, the frequency
and percentage distribution of the socio-demographic
characteristics of Fast-Food Chain Managers and Crews in
terms of Sex, Age, Length of Service and Fast-Food Chain
were also determined.
Table 2. Socio-demographic Profile of the Respondents
Frequen Valid
cy Percent Percent Cumulative Percent
Valid Male 20 57.1 57.1 57.1
Femal 15 42.9 42.9 100.0

e
Total 35 100.0 100.0
Valid Cumulative
Frequency Percent Percent Percent
Valid 19-23 years 25 71.4 71.4 71.4

old
24 years old 10 28.6 28.6 100.0

and above
Total 35 100.0 100.0
Frequen Valid Cumulative

cy Percent Percent Percent
Valid 6 months and 2 5.7 5.7 5.7

below
above 6 months 33 94.3 94.3 100.0
Total 35 100.0 100.0
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Frequen Valid
cy Percent Percent Cumulative Percent
Valid Jollibee 13 37.1 37.1 37.1
Mang 11 31.4 31.4 68.6

Inasal
Chowking 11 31.4 31.4 100.0
Total 35 100.0 100.0
The demographic profile of the Managers and Crews
respondents according to selected variables, include sex,
age, length of service and fast-food chain. Data further
show that out of 35 respondents covered in this study, 20
were males and 15 were females. Majority of them had ages
19-23 years old, had above 6 months length of service and
most of them work at Jollibee.
Sex: The respondents of the study when grouped
according to sex. There were 35 respondents; 20 (57.1%) were
males and 15 (42.9%) were females.
Age: With respect to age, there were 25 (71.4%), 19-23
years old; and 10 (28.6%), 24 years old and above.
Length of Service: with respect to length of service,
there were 2 (5.7%) with 6months below in the service; and
33 (94.3%) 6 months above in the service.

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Fast-Food Chain: The respondents of the study when
grouped according to Food Chain were 13 (37.1%) from
Jollibee; 11 (31.4%) from Mang Inasal; 11 (31.4%) from
Chowking.
The level of operational strategies of fast-food chains
managers and crews generally showed a difference when the
significant value of its corresponding result of the
probability is considered.
Table 3. Difference in the level of operational strategies

of fast-food chains amidst Covid-19 pandemic when
respondents are grouped according to Socio-Demographic
Profile.
Profile f/t- Significance Probability Statistical

value value Decision
Sex .441 .662 n.s. Accept Ho
Age -.893 .378 n.s. Accept Ho
Length of -1.313 .198 n.s. Accept Ho
Service
Fast Food 2.351 .111 n.s. Accept Ho
Chain
The f/t-values had significant values higher than .05 alpha
Based on the above result, it implies that there was no
significant difference in the level of operational
strategies of fast-food chains managers and crews when
respondents are grouped according to sex, age, length of
service and fast-food chain.
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The result showed that the socio-demographic profile of
the respondents is not a factor to consider when taken their
perception regarding the level of operational strategies of
fast-food chains managers and crews. It means regardless of
their sex, age, length of service and fast-food chain their
answers do not vary significantly. This result is supported
with the study of Murray (2015) the findings revealed that
the demographic profile of respondents does not affect their
answers.
Operational Strategies and Sex: The mean difference in
the level of operational strategies of fast-food chains
managers and crews when respondents are grouped according to
sex was .491 in favor of the female respondents. This mean
difference was not significant because the f/t-value of .441
had a sig. value of .662 which was higher than .05 alpha.
The result implies that there was no significant difference
in the level of operational strategies of fast-food chains
managers and crews. The male and female respondents had the
same observations as to the level of operational strategies
of fast-food chains management.
The study contradicted the result of the present study which
asserted that boys are believed to have very good perception
on operational strategies implementation than girls (Sejpal,
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2013). However, this is in support to the result of the
study conducted by Murray (2015) whose conclusion stated
that the sex of an individual in a group has nothing to do
with their perception on operational strategies
implementation of their fast-food chains. According to
Murray (2015) sex did not affect the perception of the
respondents regarding the level of their fast-food chain as
to the implementation of operational strategies in their
fast-food chain management because they had the same
perception that their fast-food chain as to the
implementation of operational strategies regardless of their
sex.
Operational Strategies and Age: Table 10 showed that
there was no significant difference in the level of
operational strategies of fast-food chains managers and
crews when respondents are grouped according to age because
the f/t-value of -.893 had a sig value of .378 which was
higher than .05 alpha. The result implies that the
respondents had the same observation as to the level of
Operational strategies implementation of their fast-food
chains managers and crews regardless of age.
The result support the study of Murray (2015) that age did
not affect the perception of respondents regarding the
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operational strategies implementation of fast-chain
management.
The age of the respondents whether they are 19 to 23
years old and 24 years old above, did not affect the
assessment of Managers and crews respondents on the
operational strategies implementation of fast-food chain
management.
Operational strategies and Length of service: The data
revealed that the f/t-value of -1.313 had a sig. value
of .198 which was higher than .05 alpha, so, there was no
strategies of fast-food chains managers and crews when
respondents are grouped according to length of service.
The length of service of the respondents, did not
affect the assessment of manager and crew respondents on the
management.
Operational strategies and fast-food chain: the data
reflected that the f/t-value of 2.351 had a sig. value
of .111 whish was higher than.05 alpha. The results showed
that there was no significant difference in the level of
operational strategies of fast-food chains managers and
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crews when respondents are grouped according to fast-food
chain.
The fast-food chain of the respondents, did not affect
the assessment of manager and crew respondents on the
management.
Therefore, the researchers believes that for any
organization to achieve its goals and objectives and for its
continuous existence of fast-food chain, fast-food chain
management must make necessary adjustments to ensure health
and safety of the consumers and staffs in fast-food chain
that would be the first priority. The operational strategies
implementation in the fast-food chain of Roxas City is
gaining momentum. We therefore need to collaborate, connect,
and solicit support from the different stakeholders to be
able to survive in this time of pandemic. The extent of
effectiveness of safety protocol measures of fast-food chain
management in terms of health safety, customer service and
fast-food chain depends on our willingness and utmost
cooperation in the fast-food chain management.
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Chapter 5
Summary, Conclusions, and Recommendations
Chapter 5 consists of three parts, namely: (1) Summary
of the Problems, Methods, and Findings; (2) Conclusions; and
(3) Recommendations.
Part One, Summary of the Problems, Methods and
Findings; presents the summary, methods used, and findings
obtained from the results of the study.
Part Two, Conclusions, states the generalizations that
have been formulated after the results and the findings have
been analyzed and interpreted.
Part Three, Recommendations, offers some suggestions on
the application of the findings of the study. It also
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presents possible areas for future research that may be
undertaken by interested individuals.
Summary of the Problems, Methods, and Findings
This survey-correlational research aims to determine
the fast-food operational strategies amidst COVID-19
pandemic in Roxas City.
Specifically, the study sought to answer the following
questions:
1. What is the level of operational strategies of fast-
food chains amidst Covid-19 pandemic in terms of
customer service and fast-food chain management?
2. Is there a significant difference in the level of
operational strategies of fast-food chains amidst
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Covid-19 pandemic when respondents are grouped
according to socio-demographic profile?
The participants in this study were chosen from a
population of fast-food chain crews and managers in Roxas
City.
Data needed in this study were gathered using a
researcher-made questionnaire to measure the level of
operational strategies of fast-food chains amidst Covid-19
pandemic in terms of customer service and fast-food chain
management. The instrument was submitted to the adviser for
correction. Afterward, it will undergo content validation by
the selected jurors and panel of experts in the field of
tourism. All suggestions and recommendation will be
incorporated in the assessment tools. After the validation
of the instruments the researchers incorporated the
suggestions in the final copy of the instrument and is
distributing to the selected areas for the answering of the
questions.
The independent variable of this study was the fast
food and services while the dependent variable was the
strategy and challenges.
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The statistical tools used in the data analysis were
mean and standard deviation for descriptive analysis, while
f/t-value for relationship between variables for inferential
analysis set at .05% alpha level of significance.
Based on the results, the major findings of the study are:
1. Generally, the level of operational strategies of
fast-food chains amidst Covid-19 pandemic in terms
of customer service and fast-food chain management
is “Very High”.
2. There was no significant difference in the level of
operational strategies of fast-food chains managers
and crews when respondents are grouped according to
sex, age, length of service and fast-food chain.
In view of the aforementioned statement problems, the
following were hypothesized:
1. There is no significant difference in the level of
according to socio-demographic profile. The f/t-
values had significant values higher than .05
alpha, thus, the null hypothesis is accepted.
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Null hypothesis:
according to sex.
according to age.
Covid-19 pandemics when respondents are grouped
according to length of service.
according to fast food chains.
The respondent of this research study are the selected
Fast-Food Chain crews or staffs in Roxas City to whom it is
connected with Hospitality and Tourism Industry in Roxas
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City. The data gathered was based on the responses of
different selected fast-food chain in Roxas City.
Convenience sampling method was used in identification
and selection of respondents. The independent variable in
the study are the Fast food and Services, and the dependent
variable are the Strategy and Challenges.
The personal data needed for the study was gathered
using paper questionnaire to gather the information of the
participants’ sex, age, length of service and fast-food
chain. Fast-Food Operational Strategies Amidst Covid-19
Pandemic in Roxas City was measured by the paper
questionnaire. This study was conducted through personal
survey questionnaire that was given to them.
We conduct the survey in 3 different selected Fast-Food
Chain in Roxas City.
This study was conducted on a year 2021-2022. Any kind
of changes or progress in details and updated information
beyond this study, were not covered by framework of this
study.
The findings of the investigation were as follows:
1. The respondents of this study have different
average number of Fast-Food Crews when it comes to
their sex (57%) male and (43%) female.
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2. Most of the Fast-Food Crews are age of 19-23 years
old.
3. The results indicated that the Fast-Food
Operational Strategies Amidst Covid-19 Pandemic in
Roxas City in terms of Customer Service and Fast-
Food Chain Management is Very High. High results
indicate that the Fast-Food Chain crews believe
that, fast-food chains can be beneficial in
promoting the customer service here in Roxas City.
4. The Data in Table 1: Reveal the Operational
strategies of customer service and fast-food chain
management. Customer Service were (M = 4.86 SD
= .20). The study shows that creating objectives
and promoting customer service can be beneficial to
our fast-food chain. Fast-Food Chain Management
were (M = 4.50 SD = .32)
5. The study shows that operational strategies can
help Fast-Food Chains growth and development and
can be beneficial.
The overall operational strategies are very high that has
total of (M = 4.68 SD = .23) that Fast-Food Operational
Strategies Amidst Covid-19 Pandemic in Roxas City in terms
of Customer Service and Fast-Food Chain Management are
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helpful when it comes to Operational Strategy, and Fast-Food
Chain growth and development in Roxas City.
Conclusions
Based on the aforementioned findings, the following
conclusions were drawn:
1. As revealed, the level of operational strategies of
Fast-Food Chain manager and crews in Roxas City is
“Very High”. This means that the Fast-Food
Operational Strategies Amidst Covid-19 Pandemic in
Roxas City in terms of Customer Service and Fast-
Food Chain Management is greatly characterized. And
it only means that the fast-food chain consumers
are satisfied with the operational strategy in the
City of Roxas, they are also satisfied with the
customer service and fast-food chain management.
operational strategies of fast-food chains managers
and crews when respondents are grouped according to
their socio-demographic profile in Roxas City. The
novel coronavirus disease 2019 (COVID 19) pandemic
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is considered a major global health threat
affecting the life and socioeconomic aspects of
life.
Recommendations
Based on the above-mentioned findings and conclusions, the
following recommendations have been formulated:
1. Based on the Finding, the level of Operational
Strategies of Fast-Food Chains Amidst Covid-19
Pandemic in terms of Customer Service and Fast-
Food Chain Management is “Very High”. The managers
and crews may actively continue and give
importance on the fast-food chain management, and
must embrace and sustain the customer service of
the fast-food chain in Roxas City. It is further
recommended to maintain the Good Service and
safety.
2. Since it was found out that there is no
strategies of fast-food chain when respondents are
grouped according to socio-demographic profile. We
39
suggest that fast-food chain should complement
good service quality improvement project.
References
Kyle Schnitzer (October 2020)
Retrieved from: https://www.theladders.com/career-
advice/the-weird-impact-covid-19-is-having-on-the-fast-
food-industry
Impact of covid-19 pandemic on the restaurant industry
Retrieved from:
https://en.wikipedia.org/wiki/Impact_of_the_COVID-
19_pandemic_on_the_restaurant_industry_in_the_United_States
food safety during emergencies best practices retail food
stores restaurants and pick up delivery services during
covid-19
Retrieved from: https://www.fda.gov/food/food-safety-
during-emergencies/best-practices-retail-food-stores-
restaurants-and-food-pick-updelivery-services-during-covid-
19
40
https://www.spendedge.com/blogs/fast-food-industry-trends-
challenges
Appendixes
41
Research Instruments
Questionnaire
As part of our HPC10B Research Thesis at the Filamer

Christian University. We are conducting a survey about Fast
Food Operational Strategies Amidst Covid-19 Pandemic in
Roxas City. Typically, the ideal respondents will be in the
selected Fast-Food Chain in Roxas City. “We will appreciate
if you could complete the following questions. Any
information obtained in connection with this study that can
be identified with you will remain confidential.”
PART I. Socio-demographic profile
Respondent’s Details:
Name: __________________________ (Optional)
Age: 18-year-old and below 19 – 23-year-old

24-year-old and above
Sex: Male Female
Length of Service: 6 months and below
42
6 months and above
Fast food chains you are connected:
Jollibee Mang Inasal Chowking
PART II. OPERATIONAL STRATEGY
(1)
(4) (3) (2)
(5) Strongl
Statement Strongl y
Agre Neutra Disagre
y Agree Disagre
e l e
e
Customer Service
1. I greet people
with a smile or
hello when ordering
face to face or by
call.
2. I value prompt
and effective
response.
3. I keep the
customer’s need at
the forefront.
4. I listen
intently and pay
attention to the
customers wants.
5, I stay calm when
I noticed that
customers start
complaint.
6. I let my
customer know that
I am sorry.
7. I listen
intently to orders
and repeat their
43
orders for clarity.

8.I keep quite when
my customer speaks
badly
9.I keep my uniform
clean to look
decent
10.I always keep in
my mind the quote
that say’s customer
is always right
Food Chain
Management
The fast-food chain
I am working.
1. can adapt to
delivery schedules
and meet customer
requirements
2. provides
appropriate
training and a
supportive work
environment to
develop new
capabilities
3. shares
information in real
time through IT
with key suppliers
4. uses the most

advanced IT for the
Supply Chain (CS)
5. has a small
number of key
suppliers
6. offers services
and support to its
customers
7. responds more
quickly and
44
effectively to
changes and needs
of the client
8. managers
identify changes in
the marketplace and
commit resources
quickly to new
courses of action
9.can manage to
give good service
to the clients
10. Provides an
appropriate salary
based on their job
Appendixes
45
Statistical Analysis of Data
STATISTICAL ANALYSIS RESULTS
Frequencies
Statistics
Sex Age LengthOfService FastFoodChain
N Valid 35 35 35 35
Missing 0 0 0 0
46
Frequency Table
Sex
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 20 57.1 57.1 57.1
Female 15 42.9 42.9 100.0
Total 35 100.0 100.0
Age
Cumulative
Valid 19-23 years old 25 71.4 71.4 71.4
24 years old and above 10 28.6 28.6 100.0
Total 35 100.0 100.0
LengthOfService
Cumulative
Valid 6 months and below 2 5.7 5.7 5.7
above 6 months 33 94.3 94.3 100.0
Total 35 100.0 100.0
FastFoodChain
47
Cumulative
Valid Jollibee 13 37.1 37.1 37.1
Mang Inasal 11 31.4 31.4 68.6
Chowking 11 31.4 31.4 100.0
Total 35 100.0 100.0
STATEMENT OF THE PROBLEM 1
Descriptive
Descriptive Statistics
N Mean Std. Deviation
CUSTOMERSERVICE 35 4.8571 .20333
FOODCHAINMANAGEMENT 35 4.5029 .32402
OPERATIONALSTRATEGY 35 4.6800 .22983
Valid N (listwise) 35
CustomerService1 35 5.0000 .00000
48
CUSTOMERSERVICE 35 4.8571 .20333
FoodChainManagement1 35 4.7714 .42604
FOODCHAINMANAGEMENT 35 4.5029 .32402
49
STATEMENT OF THE PROBLEM 2
Sex
T-Test
Group Statistics
Sex N Mean Std. Deviation Std. Error Mean
OPERATIONALSTRATEGY Male 20 4.6950 .23164 .05180
Female 15 4.6600 .23391 .06040
Independent Samples Test
t-test for
Levene's Test for Equality of Equality of
Variances Means
F Sig. t
OPERATIONALSTRATEG Equal variances assumed .006 .941 .441

Y
Equal variances not .440
assumed
t-test for Equality of Means
Mean
df Sig. (2-tailed) Difference
OPERATIONALSTRATEGY Equal variances assumed 33 .662 .03500
50
Equal variances not 30.150 .663 .03500

assumed
95% Confidence
Interval of the
Difference
Std. Error
Difference Lower
OPERATIONALSTRATEGY Equal variances assumed .07945 -.12664
Equal variances not assumed .07956 -.12746
t-test for Equality of

Means
95% Confidence Interval

of the Difference
Upper
OPERATIONALSTRATEGY Equal variances assumed .19664
Equal variances not assumed .19746
Age
T-Test
51
Group Statistics
Age N Mean Std. Deviation
OPERATIONALSTRATEGY 19-23 years old 25 4.6580 .23393
24 years old and above 10 4.7350 .22117
Group Statistics
Age Std. Error Mean
OPERATIONALSTRATEGY 19-23 years old .04679
24 years old and above .06994
t-test for
Levene's Test for Equality of Equality of
Variances Means
F Sig. t
OPERATIONALSTRATEGY Equal variances assumed .113 .739 -.893
Equal variances not -.915

assumed
Mean
52
OPERATIONALSTRATEGY Equal variances assumed 33 .378 -.07700
Equal variances not 17.540 .373 -.07700

assumed
95% Confidence
Interval of the
Difference
Std. Error
Difference Lower
95% Confidence Interval of the

Difference
Upper
Equal variances not assumed .10012
Length of Service
T-Test
Group Statistics
53
LengthOfService N Mean Std. Deviation
OPERATIONALSTRATEGY 6 months and below 2 4.4750 .03536
above 6 months 33 4.6924 .23087
Group Statistics
LengthOfService Std. Error Mean
OPERATIONALSTRATEGY 6 months and below .02500
above 6 months .04019
Levene's Test for t-test for Equality

Equality of Variances of Means
F Sig. t
OPERATIONALSTRATEG Equal variances assumed 2.759 .106 -1.313

Y
Equal variances not -4.594
assumed
Mean
OPERATIONALSTRATEGY Equal variances assumed 33 .198 -.21742
54
Equal variances not 10.629 .001 -.21742

assumed

of the Difference
Std. Error
Difference Lower
95% Confidence Interval of the

Difference
Upper
Equal variances not assumed -.11281
Fast Food Chain
One way
55
ANOVA
OPERATIONALSTRATEGY
Sum of Squares df Mean Square F Sig.
Between Groups .230 2 .115 2.351 .111
Within Groups 1.566 32 .049
Total 1.796 34
Post Hoc Tests
Multiple Comparisons
Dependent Variable: OPERATIONALSTRATEGY
Scheffe
95%
Confidence
Interval
Mean Difference
(I) FastFoodChain (J) FastFoodChain (I-J) Std. Error Sig. Lower Bound
Jollibee Mang Inasal -.10105 .09062 .543 -.3337
Chowking .10350 .09062 .528 -.1291
Mang Inasal Jollibee .10105 .09062 .543 -.1316
Chowking .20455 .09432 .111 -.0376
56
Chowking Jollibee -.10350 .09062 .528 -.3361
Mang Inasal -.20455 .09432 .111 -.4467
Multiple Comparisons
Dependent Variable: OPERATIONALSTRATEGY
Scheffe
(I) FastFoodChain (J) FastFoodChain Upper Bound
Jollibee Mang Inasal .1316
Chowking .3361
Mang Inasal Jollibee .3337
Chowking .4467
Chowking Jollibee .1291
Mang Inasal .0376
Homogeneous Subsets
OPERATIONALSTRATEGY
Scheffea,b
Subset for alpha

= 0.05
FastFoodChain N 1
Chowking 11 4.5773
Jollibee 13 4.6808
57
Mang Inasal 11 4.7818
Sig. .100
Appendixes
58
CURRICULUM VITAE
PERSONAL INFORMATION
Name : Divine Aura C. Obamos
Address : Cassandra Crossing,
Punta Tabuc, Roxas City
Date of Birth: December 26, 1999
Mother : Catherine Condez Obamos
Father : Rowelie Flores Obamos
59
Course Year School Attended

Elementary 2007 - 2012 Don Francisco Dinglasan Memorial
School
Punta Tabuc, Roxas City, Capiz
(Model Girl)
Junior High School 2012 - 2016 Filamer Christian University
Senior High School 2016 - 2018 Filamer Christian University
(With Honor)
College 2018 - 2022 Filamer Christian University
EDUCATIONAL BACKGROUND
ACTIVITIES AND ACHIEVEMENTS
 Kabalaka Scholar
CURRICULUM VITAE
60
Name : Anne Jillian M. Buyo
Address : St Francis,Tanque
Roxas City
Date of Birth: April 15, 2000
Mother : Elaine Manrique Buyo
Father : Fernando Alvarece Buyo

Elementary 2007 - 2012 President Manuel Roxas Memorial
School (South)
Arnaldo Boulevard, Roxas City,
Capiz
Junior High School 2012 - 2016 Filamer Christian University
Senior High School 2016 - 2018 Filamer Christian University
(With Honor)
61
CURRICULUM VITAE
Name : Antoinette Grace F.
Peñaroyo
Address : Dumolog, Roxas City
Date of Birth: January 31, 2000
Mother : Gernie Frondosa Peñaroyo
Father : Anthony Acer Peñaroyo

Elementary 2007 - 2012 Dumolog Elementary School
Dumolog, Roxas City, Capiz
Junior High School 2012 - 2016 Colegio de la Purisima
Concepcion
Arzobispo Street, Roxas City,
62
Capiz
Senior High School 2016 - 2018 Colegio de la Purisima
Concepcion
Arzobispo Street, Roxas City,
Capiz (With Honor)
Roxas Avenue, Roxas City,
Capiz
 CHED (Tulong Dunong Scholar)
63

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FILAMER CHRISTIAN UNIVERSITY

COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT

Fast-Food Operational Strategies Amidst Covid -19 Pandemic

Divine Aura C. Obamos

Anne Jillian M. Buyo

Antoinette Grace F. Peñaroyo

Introduction to the Study

This chapter includes 5 parts namely; (1) Background

and Theoretical Framework of the Study; (2) Statement of the

Problem and the Hypothesis; (3) Significance of the Study;

(4) Definition of terms; (5) Delimitation of the Study.

Part One, Background and Theoretical and Conceptual

Framework of the Study, presents the rationale for selecting

the present problem and the study’s frame of reference that

strengthens the reason for investigation. Discusses the

principles and the ideas on which the study is anchored.

Part Two, Statement of the Problem, states the general

and specific objectives of the study, which are to be

addressed in the study.

Part Three, Significance of the Study, discusses the

profit from the results.

Part Four, Definition of Terms, defines both

conceptually and operationally the key terms and variables

used in the study.

Part Five, Scope and Delimitation of the Study,

specifies the limits as well as boundaries of the research n

terms of variables, participants, instruments and

statistical tools used in the study.

Background of the Study

As Filipino we want comfort food to keep them warm

during the challenging pandemic, online ordering of foods

times across the Philippines or here in Roxas City famed

fast-food chain have been popular these days.

With more consumer ditching visits inside their

favorite fast-food joint in order to order from the comfort

of their cars, or ordering online.

The annual QSR drive-thru study revealed the dining

habits of Filipinos at some of the place’s favorite fast-

food chains like Jollibee, Mang Inasal and Chowking’s to

show how the COVID-19 pandemic has hurt both customer

experience and restaurants in terms of revenue.

While the COVID-19 pandemic has shuttered in-person

dining experiences or limited occupancy in order to promote

social distancing measures, a shockingly high percentage

said that these safety measures aren’t being advertised

while on the drive-thru line. Eighty-eight percent of drive-

thru visited is much safer to buy foods than eating or

However, the good news is more than half of drive-thrus

— 59% — had plastic barriers installed separating customers

from employees at the window, which surely creates a better

and safer exchange between consumer and product. And as more

restaurants rely on the drive-thru for the majority of their

revenue during this pandemic, and likely long term, it’s

never been more critical to focus on improving wait time by

investing in technology like menu boards and mobile to stay

This research is conducted to identify the contribution

hospitality industry in this specific city.

The dependent variable is the effect of hospitality