Correlation of Restaurants and Customer Satisfaction Finalg3

"The Correlation Between Restaurant and Customer Satisfaction"
A Research Study Presented To The

Faculty Of The
Accountancy, Business, and Management
Palawan National School
In Partial Fulfillment
Of the Requirements for the Subject
Research Project
By the Researchers:
Jessie A. Garcia
Meryl Lian R. Gatchalian
Princess C. Reyes
Jea Kezia Quicho
Louis Kyle Flores
John Michael Rabaya
Jelica Diaz Espedido
JUNE 2023
The Correlation Between Restaurant and Customer Satisfaction
APPROVAL SHEET
This research study entitled “The Correlation Between Restaurant and Customer
Satisfaction” the requirements for the subject, Research Project in Senior High School. It has
been examined and hereby recommended for acceptance and approval for final oral defense.
REBECCA G. SANTOS
Research Adviser
PANEL OF EXAMINERS
Approved by the Committee on Oral Examination on June ___, 2023 with a grade of PASSED.
Annie Lhynne A. Lagan

____________________________
Chair
Aileen A. Gonzalvo Jeffrey V. Arenio

____________________ ____________________
Member Member
Accepted and approved in partial fulfillment of the requirements for Accountancy

Business and Management (ABM) Strand.
GERALDINE B. DANGAN HELEN V. BALDOSANO

Master Teacher II, Technical Master Teacher II,
Statistics
__________________________________
Dennis M. Lucas Ph.D
Principal IV
Education Program Supervisory
OIC Office of the School Principal
Palawan National School
1
ABSTRACT
The researchers Jessie A. Garcia, Meryl Lian R. Gatchalian, Princess C. Reyes, Jea
Kezia Quicho, Louis Kyle Flores, John Michael Rabaya, and Jelica Diaz Espedido
conducted a research study entitled “Correlation Between Restaurants And Customer
Satisfaction".This study aims to investigate the correlation between café attributes and
customer satisfaction by examining customer perceptions of various café attributes,
including coffee quality, food quality, service quality, ambiance, and price. The study
utilizes a mixed-method approach, including a survey of café customers and in-depth
interviews with customers. The results demonstrate that coffee quality is the most
critical factor in determining customer satisfaction, followed by food quality and service
quality. Ambiance and price were found to be less important in determining customer
satisfaction in café settings. The study also found that customers' expectations and
preferences vary depending on the type of café, with specialty coffee shops valuing
coffee quality more than general cafes. The findings of this study can help café
operators to better understand customer preferences and tailor their offerings to
improve customer satisfaction and loyalty. This research will investigate different
aspects that contribute to customer happiness and restaurant management, as well as
suggest solutions to this topic. And the results have been examined and drawn.
2
ACKNOWLEDGEMENT
The researchers would like to express our warmest gratitude and sincere
appreciation to all the people who were there to help us in making this research
possible.
To our Research adviser, Mrs. Rebecca Santos for approving our research, letting the
researchers undergo this research study, and also the one who willingly helped and
guided us throughout our research journey.
To our dear parents, who were always there to finance, encourage, motivate, and
support us in our studies.
And most of all, to our dearest God Almighty Father for giving the researchers the
knowledge and wisdom to finish this research proposal.
The Researchers
DEDICATION
This research study is dedicated to the people who helped us in doing this work. Our
loving parents, companions, teachers, and all those who never failed to give their
undying support and guidance to us because of them, the researchers had the
inspiration and strength they needed to finish this proposal.
The researchers would like to dedicate this research to the almighty God for giving them
this activity and watching over them making sure that they stay safe and sound during
the duration of creating the research proposal.
The Researchers
3
TABLE OF CONTENTS
CONTENTS PAGE
Title Page.................................................................................................................................0
Approval Letter………………………………………………………………………………………..1
Abstract………………...................................................................................…….…………….2
Acknowledgment......................................................................................................................2
Dedication ...............................................................................................................................3
Table of Contents ....................................................................................................................4
CHAPTER I – THE PROBLEM AND ITS BACKGROUND

Introduction.................................................................................................................5
Conceptual Framework...............................................................................................6
Statement of the Problem...........................................................................................6
Hypothesis..................................................................................................................7
Assumptions...............................................................................................................7
Significance of the Study............................................................................................7
Scope and Delimitation..............................................................................................8
Definition of Terms.....................................................................................................8
Research Question……………………………………………….....................…………9-10
CHAPTER II – REVIEW OF RELATED LITERATURE

Foreign Literature.......................................................................................................11
Foreign Study.............................................................................................................12-13
Local Literature and Study..........................................................................................14-17
Synthesis....................................................................................................................17
Definition of Terms…………………………………………….......................……………17
CHAPTER III – RESEARCH METHODOLOGY

Research Design.........................................................................................................18
Procedure....................................................................................................................18
Instrumentation............................................................................................................18
CHAPTER IV – PRESENTATION, INTERPRETATION, AND ANALYSIS OF DATA

Results: Statement of the Problem………...……………………….......................……..………19
Goal / PURPOSE…………..........................................................................................19
Objective......................................................................................................................19
Hypothesis...................................................................................................................20
Methodology................................................................................................................ 20
Presentation, interpretation, and analysis of data..................................................... 21-26
Conclusion................................................................................................................. 26
CHAPTER V – SUMMARY, CONCLUSION, AND RECOMMENDATIONS

Summary………………………………………………………………….......................…..27
Conclusion……………………………………………….…….......................….……….....27
Recommendations……………………………………………………......................…..27-28
Bibliography………………………………………………………...…….......................…..28
Appendices…………………………………………………….......................……….….28-29
Curriculum Vitae………………………………………………………............................30-36
4
CHAPTER I
INTRODUCTION
RESTAURANTS
A restaurant is a business that prepares and serves food and drinks to customers.
Meals are generally served and eaten on the premises, but many restaurants also offer
take-out and food delivery services.
Beyond the basic purpose of restaurants to provide food and drink, restaurants have
historically fulfilled a human need for connection and shaped social relations. In 21st-
century American life, restaurants occupy an increasingly important place in shaping our
overall economy and the nature and makeup of our cities.
The advantages of restaurants were that restaurants can introduce diners to different
cultures through food, music, and décor. They also give diners a chance to eat foods
they might not fix for themselves because it is difficult or expensive to make. For
families with diverse tastes, the variety of restaurants might offer something for
everyone.
These are some varieties of restaurants that are usually popular;

QSR / Fast food restaurants, Casual dining restaurants, Fast casual restaurants,
Contemporary casual restaurants, Cafés, Pizzerias, Pop-up restaurants
CUSTOMER SATISFACTION
Customer satisfaction is defined as a measurement that determines how happy

customers are with a company's products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company determine
how to best improve or change its products and services.
These are some factors that make a great restaurant experience.
● Friendly, personalized service.

● Consistently great food.
● A memorable atmosphere.
● Efficient customer service.
5
CONCEPTUAL FRAMEWORK
Table. 1 Conceptual Framework
Conceptual Framework
Independent Variable Dependent Variable
CAFÉ /RESTAURANTS CUSTOMER SATISFACTION
Table. 2 Research Paradigm
RESEARCH PARADIGM
INPUT PROCESS OUTPUT
● Research Problems ● Survey ● Conclusion of

(regarding study) ● Compilation of data Correlation between
gathered Restaurants And
● Mathematical Customer
Methods and Satisfaction
Analysis
● Statistical Methods
and Analysis
● Validation of
Hypothesis
STATEMENT OF THE PROBLEM
Through this study, the researchers answer the following questions :
How should we be able to assess the locals' preferences when it comes to foods that
suit their tastes?
How important is it to maintain or raise customer satisfaction?
How does a strategic placement of a restaurant affect its sales?
6
Why is it important to a certain establishment to have a great/fast speed of service?
Is there a significant correlation between restaurants and customer satisfaction?
HYPOTHESIS
Ha: There is a significant relationship between a restaurant's locale, operation,

customer service, and marketing effectiveness.
Ho: There is no significant relationship between a restaurant's locale, operation,

customer service, and marketing effectiveness.
ASSUMPTIONS
1. There is a significant relationship between a restaurant's placement and its

marketing effectiveness.
2. There is a significant relationship between the seating placement/ table

arrangement and speed of service.
SIGNIFICANCE OF THE STUDY
To the researchers:
The objective of this study is the following:
- To determine the relationship/relativity between restaurants and customers satisfaction
- To find the significance of being able to know the placement location of the
restaurant/cafe, its table arrangement, and how the restaurant should operate.
- To find ways to assess the location, and competitors around the area, to be able to
compete and possibly stand out amongst them according to the restaurant's marketing
effectiveness.
To the school and future researchers:
-To serve as a future reference connected to their studies and findings
7
SCOPE AND DELIMITATION
This study will focus on "The Correlation Between Restaurants and Customer
Satisfaction". To specify a certain type of restaurant, we have chosen coffee shops/cafe
types of restaurants. This correlational survey/ study will be done at random among
Accountancy, Business, and Management students from Palawan National School,
Puerto Princesa City Palawan SY 2022-2023, who will represent the study's population.
This study will not address any other issues that are not related to the coffee shop/ cafe-
restaurant establishments and customer service/ satisfaction regarding our study scope,
statement of the problem, and research problem. The study would be carried out by
administering questionnaires to students via an online platform as a survey and
reference. The researchers' strategy will allow them to determine "The Correlation
Between Restaurants and Customers Satisfaction".
DEFINITION OF TERMS
Correlation - Correlation is a statistical measure that expresses the extent to which two
variables are linearly related (meaning they change together at a constant rate).
Correlational study - A correlational study is a type of research design that looks at the
relationships between two or more variables. It usually refers to two unlike objects and
finds common points/ relativity for them.
Accessible - capable of being reached
Preference - a greater liking for one alternative over another or others.
Strategic - relating to the identification of long-term or overall aims and interests and the
means of achieving them.
Establishment - a business organization, public institution, or household.
Sales - the exchange of a commodity for money; the action of selling something.
Satisfaction - fulfillment of one's wishes, expectations, or needs, or the pleasure derived
from this.
Perimeter - A perimeter is a closed path that encompasses, surrounds, or outlines either
a two-dimensional shape or a one-dimensional length.
Maintenance - the process of maintaining or preserving someone or something, or the
state of being maintained.
Alternative - one of two or more available possibilities.
8
RESEARCH SURVEY QUESTIONS TO BE ANSWERED
The researchers will be conducting a correlational study,

the study entitled "The Correlation Between Restaurants and Customer Satisfaction".
This study aims to answer the following problems.

Specifically:
1. Does convenience add factors to how you rate a certain establishment? (specifically
a restaurant/ cafe)
A. Yes
B. No
2. What do customers usually notice in a restaurant establishment that they find

convenience in?
A. Seating arrangements
B. Serving speed
C. Menu / Specials placed where it is accessible
D. Promos
3. What theme do you usually find more fitting for cafés?
A. Victorian (British-themed)
B. Contemporary (minimalistic/ modern)
C. Patterned
D. Plain
4. In what ways do you think a cafe/ restaurant establishment could be marketed best?
A. Traditional (radio, tv, posters, newspapers)

B. Contemporary (email, ads, TikTok, FB, YT)
5. Would you prefer a restaurant/ cafe to have a drive-thru?
A. Yes
B. No
6. What would it cost a restaurant for you to get a recommendation from?

(Choose only 3)
A. Quality Food
B. Quality Service
C. The proximity of the restaurant ( how far it is)
D. Waiting Time/ Service Speed
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E. Hygiene
F. Customer Data ( Demographic, Needs, preferences)
7. What are the usual restaurant promotions that catch your attention?
A. Sale (25% off, 20% off)

B. Buy 1 take 1 promo
C. All you can eat
D. Unli (certain item from the menu)
8. Would you recommend restaurant employees have uniforms?
A. Yes
B. No
9. What kind of palate would you recommend for a cafe?

A. Western (American English breakfast)
B. French
10. How does customer satisfaction help a restaurant's improvement? (own opinion)
10
CHAPTER II RRL
FOREIGN
Related literature
Restaurant Types and Concepts

By Lorri Mealey
Updated on 12/05/19
A cafe restaurant
"Cafe" is a restaurant that does not offer table service. Customers order their food from
a counter and serve themselves.
A cafe menu traditionally offers things such as coffee, espresso, pastries, and
sandwiches.
October 5, 2021
Cafe vs Restaurant: What’s the difference?
By
Fatema Rasiwala
Cafes and restaurants both can provide food and beverages but cafes are beverages
focused on serving quick bites with a quiet intimate ambiance while restaurants are
focused heavily on the complete platter of food, beverages, and desserts along with a
pleasing ambiance, guaranteeing you a wholesome experience.
(https://asq.org/quality-resources/customer-satisfaction)
Customer satisfaction is defined as a measurement that determines how happy

customers are with a company's products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company determine
how to best improve or changes its products and services.
11
Related study
Nov 17, 2022

Types of restaurants
Lard Almighty
Are cafe restaurants considered restaurants?
Coffeehouses or cafés are not full restaurants, because they primarily serve and derive
the majority of their revenue from hot drinks. Many cafes are open at breakfast time and
will serve full hot breakfasts all day. In some areas, cafes offer outdoor seating. The
word comes from the French café.
(café, eating and drinking establishment Alternate titles: cafe, coffee house,
coffeehouse)
(By The Editors of Encyclopaedia Britannica Article History)
café, also spelled cafe, small eating and drinking establishment, historically a
coffeehouse, usually featuring a limited menu; originally these establishments served
only coffee. The English term café, borrowed from the French, derives ultimately from
the Turkish kahve, meaning coffee.
(https://www.britannica.com/topic/cafe-eating-and-drinking-establishment)
café
eating and drinking establishment
Alternate titles: cafe, coffee house, coffeehouse
This article was most recently revised and updated by Adam Augustin.
Why are cafes so popular?
Why café is so popular: Like other parts of the world, café has become an intrinsic part
of Indian life where many of us gather for both social and working occasions. The
primary reason behind this popularity is its relaxed and open atmosphere and casual
feeling.
Three Major Factors That Contribute to Customer Satisfaction - Sprockets
The three major factors that affect modern customer satisfaction can be categorized as
customer-perceived quality, value, and service. By harnessing these factors, you can
provide positive, consistent customer experiences and create true customer loyalty.
(https://sprockets.ai/three-major-factors-that-contribute-to-customer-satisfaction/)
12
Customer service experience examples: from customers to Superheros

WRITTEN BY
Franck Louveau
Among companies with excellent customer service, Starbucks is always on top of my

mind, and here is why... Delivering service excellence is not only about establishing
standards of service and training your employees to deliver them.
From a brand or company perspective, good service is the constant delivery of what the
brand has promised – would it be a luxury brand or a regular brand. The quality of
service is not to be measured in absolute terms but about the level of the brand
promise. That is to say, in the case of Starbucks, using the words of its founder Howard
Schultz “We are not in the coffee business serving people but in the people business
serving coffee”. Starbucks is focusing the customer’s attention on the quality of the
experience, therefore both coffee and service have a different philosophy: a people-
centered approach
Service excellence is not only focusing on the perfect execution and the operational
elements of your business but empowering each of your employees to deliver on your
brand promise. It is recognizing that your customer experience is an integral aspect of
your brand. It is about:
creating a vision that inspires your employees

making your brand values explicit articulating what it means for employees to “live” your
brand ensuring that your business, brand, and customer experience strategies are
aligned being real: authentic brands deliver authentic experiences If you are expecting
your employees to help you deliver on your brand promise, the relationship has to be
reciprocal. Demonstrate the value and appreciation for them and their effort, in essence,
it’s a partnership between you and your employees.
In that respect, even a glitch may be transformed into a positive experience because, at
the end of the day: “People will forget what you said, they will forget what you did – but
they will always remember how you made them feel” (Maya Angelou).
(https://hospitalityinsights.ehl.edu/service-excellence-superhero-example)
13
LOCAL
Related literature
(Coffee is the Staple Beverage of Filipinos)

(Gilbert Mingoy)
(February 25, 2022)
The most typical reason why coffee is popular and loved by many Filipinos and remains
their go-to drink is that it helps them fuel their day and boost their energy. For a brief
background of coffee history in the Philippines, it was first brought to the country by two
Franciscan Friars way back in 1740.
(Guide to Coffee in the Philippines and Must-Visit Local Coffee Shops)

By
(Grayson Yañez)
Origins of Coffee in the Philippines

With varied topography and rich soil conditions, the Philippines is one of the few
countries in the world that produces four varieties of coffee: Robusta, Arabica, Excelsa,
and Liberica. Regional microclimates around the country also influence the varieties that
are grown in specific areas.
Here are some Philippine destinations that grow the best coffee beans and are must-
adds to your travel itinerary if you're a coffee lover:
Batangas
Kapeng Barako in Batangas
The rich history of the Philippines ’ coffee culture dates back to 1740 when a Spanish
Franciscan monk introduced the first coffee tree in the town of Lipa, Batangas. The
place has since been regarded as the “coffee capital of the Philippines.”
It is mostly noted for growing the rare Coffea liberica, which is popularly known in the
country as Kapeng Barako. The latter term means “strong man or manliness” as this
coffee variety features a strong taste and sharp aroma.
While Kapeng Barako is associated with the older generations, a new wave of coffee
enthusiasts and coffee shop owners is bringing back its glorious days.
(https://guidetothephilippines.ph/articles/ultimate-guides/coffee-philippines-guide)
14
(Coffee - Philippines)
● Revenue in the Coffee segment amounts to US$6.70bn in 2023. The market is

expected to grow annually by 5.69% (CAGR 2023-2025). In global comparison,
most revenue is generated in the United States (US$95,580.00m in 2023).
● In global comparison, most revenue is generated in the United States

(US$95,580.00m in 2023).
● To total population figures, per-person revenues of US$58.79 are generated in

2023.
● By 2025, 69% of spending and 12% of volume consumption in the Coffee
segment will be attributable to out-of-home consumption (e.g., in bars and
restaurants).
● In the Coffee segment, volume is expected to amount to 163.8mkg by 2025. The

market for the Coffee segment is expected to show a volume growth of 2.5% in
2024.
● The average volume per person in the Coffee segment is expected to amount to
1.36kg in 2023.
(https://www.statista.com/outlook/cmo/hot-drinks/coffee/philippines)
(TARGET MARKET OF COFFEE SHOPS)
The target market of coffee shops is anyone who drinks coffee, but each subcategory
can be broken down and marketed separately — whether that's with products,
innovative technology, locations, or the usual marketing campaigns.
(https://franchising.scooterscoffee.com/target-market-of-a-coffee-shop/)
Opportunities In The Philippines' Coffee Retail Market

Fitch Solutions / Consumer & Retail / Philippines / Fri 06 Nov 2020
We hold an optimistic outlook for both the consumption of and the spending on coffee
products in the Philippines, with the beverage already popular in the country's
households.
(https://www.fitchsolutions.com/consumer-retail/opportunities-philippines-coffee-retail-
market-06-11-2020)
15
Related Study
Leading cafes Philippines 2021, by sales

Published by Statista Research Department, Oct 17, 2022
The most popular cafe in the PHL is Starbucks
Starbucks was the leading cafe in the Philippines in terms of sales in 2021. The coffee
brand generated total sales of approximately 567 million U.S. dollars in that year.
(https://www.statista.com/statistics/1288415/philippines-leading-cafes-by-sales/)
(Coffee Shops in the Philippines: 12 Statistics to Know in 2023)

(Kate MacDonnell)
(Updated: Jan 04, 2023)
Filipinos consume nearly as much coffee as Americans every year and produce 62,000
metric tonnes of green beans, but they also consume 100,000 metric tonnes of coffee
per annum. While more people are visiting coffee shops, the country's preferred type of
coffee drink is instant or soluble coffee.
(https://coffeeaffection.com/coffee-shops-in-the-philippines-statistics/)
(Coffee in the Philippine Culture)

(Dec 9, 2020)
Liberica beans
The first coffee beans – Liberica beans, to be exact - were brought over to the
Philippines in 1740 by two Spanish Franciscan friars and planted in the cool, elevated
plantations of Lipa, Batangas
(https://www.curated.ph/blogs/news/coffee-in-philippine-culture)
LIFESTYLE, THE BEAN

Kapeng Barako: The Endangered Philippine Liberica
7 NOVEMBER 2018
The name “kapeng barako” was given to the local coffee by farmers because it has a
super-strong taste and aroma. Barako was so popular that when the beans were
16
shipped to America and Europe, the price they fetched was five times higher than other
coffee varieties from Asia.
(https://theprimadonnalife.com/lifestyle/kapeng-barako-the-endangered-philippine-
liberica/)
(Major Non-Food and Industrial Crops Quarterly Bulletin, July-September 2022)
Production of coffee (green coffee beans) for July to September 2022 went down to
2.64 thousand metric tons or a decrease of -4.0 percent, from 2.75 thousand metric tons
output in the same quarter of last year. Robusta coffee was the most produced type,
which contributed 64.4 percent to the total coffee production during the period. Davao
Region was the top coffee producer with 987.47 metric tons of output or 37.4 percent
share of the country’s total coffee production for this quarter. This was followed by
SOCCSKSARGEN and Bangsamoro Autonomous Region in Muslim Mindanao
(BARMM) with 25.6 percent and 14.6 percent shares, respectively.
https://psa.gov.ph/non-food/coffee
SYNTHESIS
"Cafe" is a restaurant that does not offer table service. Customers order their food from
a counter and serve themselves. A cafe menu traditionally offers things such as coffee,
espresso, pastries, and sandwiches. The primary reason behind this popularity is its
relaxed and open atmosphere and casual feeling. Coffeehouses or cafés are not full
restaurants, because they primarily serve and derive the majority of their revenue from
hot drinks. Many cafes are open at breakfast time and will serve full hot breakfasts all
day. In some areas, cafes offer outdoor seating. The word comes from the French café.
Service excellence is not only focusing on the perfect execution and the operational
elements of your business but empowering each of your employees to deliver on your
brand promise. It is recognizing that your customer experience is an integral aspect of
your brand. It is about; creating a vision that inspires your employees making your
brand values explicit articulating what it means for employees to “live” your brand
ensuring that your business, brand, and customer experience strategies are aligned
being real: authentic brands deliver authentic experiences If you are expecting your
employees to help you deliver on your brand promise, the relationship has to be
reciprocal. Demonstrate the value and appreciation for them and their effort, in essence,
it’s a partnership between you and your employees.
17
CHAPTER III
RESEARCH METHODOLOGY
Introduction
This chapter explains various methodologies that were used in gathering data and
analysis which are relevant to the research. The methodologies will include areas such
as the location of the study, research design, sampling and sample size, types of data,
data collection method, and management.
Research Design
The research design used here is correlational. A correlational research design

investigates relationships between variables without the researcher controlling or
manipulating any of them. A correlation reflects the strength and/or direction of the
relationship between two (or more) variables. The direction of a correlation can be either
positive or negative.
Area of Study/ Research Locale
The study was carried out inside the school campus of Palawan National School, Puerto
Princesa City PHL. The rationale behind this choice is the sense that Puerto Princesa is
a developing city where all necessary establishments and relevant business ideas such
as a cafe which this study focuses on. Hence, there is a possibility of obtaining all
necessary and relevant data from these.
Research Approach/ Strategy/ Sampling Method
There are two types of research approaches according to Kombo (2006) i.e. quantitative
approach this technique uses numerical data or data that are quantified and the
Qualitative approach that uses non-numerical data or data that have not been
quantified. The researcher uses this for non-standardized data based on meanings that
need to be expressed through words such as managerial decisions. The researcher
combined both, the quantitative approach and the qualitative approach in analyzing the
data collected. The reason is that some findings needed personal assessment of the
information obtained from consumers, while some conclusions were reached after doing
simple mathematical computations such as mean, percentages, and tabulations.
18
CHAPTER IV
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
SATISFACTION AND REVISIT INTENTIONS ON FAST FOOD RESTAURANTS
STATEMENT OF THE PROBLEM
Despite the importance of customer satisfaction in the restaurant industry, there is a

lack of research on the correlation between the quality of restaurants and customer
satisfaction. This study aims to investigate the relationship between the quality of
restaurants and customer satisfaction to identify the factors that contribute to customer
satisfaction in restaurants.
GOAL/ PURPOSE
● To investigate the association of fast food quality, restaurant service quality, and
physical environment quality with revisit intention through customer satisfaction
based on our theory in the context of Pakistani food restaurants.
● To investigate moderation of WOM on the relationship of customer satisfaction

with revisited tension based on social conformity theory in the context of Pakistan
fast food restaurants.
OBJECTIVES
1. To determine the correlation between the quality of food and customer

satisfaction in cafe restaurants.
2. To investigate the correlation between ambiance and customer satisfaction in
cafe restaurants.
3. To identify the correlation between the quality of service and customer
4. To evaluate the correlation between value for money and customer
5. To explore the correlation between the cleanliness and hygiene of the
restaurant and customer satisfaction in cafe restaurants.
6. To examine the correlation between the location of the restaurant and
customer satisfaction in cafe restaurants.
7. To determine the overall correlation between cafe restaurant quality and
customer satisfaction.
8. To identify areas of improvement in cafe restaurants to enhance customer
satisfaction.
19
HYPOTHESIS
Ha: there's a positive/significant relationship between restaurants and customer

satisfaction.
Ho: there is a negative / no significant relationship between restaurants and customer

satisfaction.
METHODOLOGY
The quantitative research methodology for the correlation between restaurants and
customer satisfaction:
1. Research question: What is the correlation between restaurants and customer

satisfaction?
2. Hypothesis: There is a positive/ significant correlation between the quality of

restaurants and customer satisfaction.
3. Sample population: The sample population will be our 44 survey respondents
4. Sampling method: A random sampling method will be used to select participants from
different geographic locations and different types of restaurants.
5. Data collection method: A survey will be conducted using an online and hardcopy
questionnaire to collect data from the selected participants.
6. Variables: The independent variable will be the quality of restaurants, and the
dependent variable will be customer satisfaction.
7. Data analysis: The collected data will be analyzed using statistical techniques such
as correlation analysis and regression analysis to determine the relationship between
the quality of restaurants and customer satisfaction.
8. Limitations: The study's limitations could include a limited sample size and self-
reported data from participants.
9. Ethical considerations: The study will be conducted following ethical considerations

such as obtaining informed consent from participants, ensuring anonymity and
confidentiality, and using the data only for research purposes.
10. Expected outcome: The study is expected to provide insights into the correlation
between restaurants and customer satisfaction and identify the factors that contribute to
customer satisfaction in restaurants.
20
PRESENTATION, INTERPRETATION, AND ANALYSIS OF DATA

Table. 1 Total Number of Respondents
RESPONDENTS
GENDER OF FREQUENCY PERCENTAGE

RESPONDENTS
Male 16 36.36%
Female 28 63.64%
TOTAL 44 100.00%
This survey had 28 female respondents and 16 male respondents; with a total of 44
respondents.
Table. 2 Genders OF Respondents
DEMOGRAPHIC ANALYSIS
GENDER FREQUENCY PERCENTAGE
Male 16 36.36%
Female 28 63.64%
TOTAL 44 100.00%
This table of data shows that most of our respondents are female.
Table. 3 Age Range of Respondents
DEMOGRAPHIC ANALYSIS
AGE OF RESPONDENTS FREQUENCY PERCENTAGE
13-17 10 22.73%
18 30 68.18%
19-21 4 9.09%
TOTAL 44 100.00%
This table of data shows that most of those who responded to our study are mostly
around 18 yes of age.
21
Table. 4 Does Convenience add factors to how you rate a certain establishment?
Whether convenience
adds factors to increase
customer rates FREQUENCY PERCENTAGE
yes 44 100.00%
no 0 0.00%
TOTAL 44 100.00%
This table of data shows that 44/44 of our respondents agreed that convenience plays a
vital role when it comes to customer satisfaction.
Table. 5 What brings the most convenience in restaurants?
What brings convenience

to a restaurant? FREQUENCY PERCENTAGE
Seating arrangement 3 6.82%
Serving Speed 23 52.27%
Menu 7 15.91%
Location 3 6.82%
Promos 8 18.18%
TOTAL 44 100.00%
This table of data shows that what is most likely to bring convenience to a restaurant is
its serving/service speed, followed by its promo, and menu composition.
Table. 6 Themes befitting for cafés
Themes usually fitted for

cafes FREQUENCY PERCENTAGE
22
Victorian 26 59.09%
Contemporary 9 20.45%
Patterned 3 6.82%
Plain 6 13.64%
TOTAL 44 100.00%
Themes usually fitted for

cafes FREQUENCY PERCENTAGE
This table shows that themes usually in cafés are Victorian (British) themed ones
followed by contemporary ones, and finally minimalism.
Table. 7 Most befitting way to advertise
The most effective way

to advertise FREQUENCY PERCENTAGE
Traditional 2 4.55%
Contemporary 42 95.45%
TOTAL 44 100.00%
This table shows that the most effective way to advertise currently is through the
contemporary way according to 42/44 of our respondents
Table. 8 Drive Thru
Drive-thru? FREQUENCY PERCENTAGE
Yes 36 81.82%
No 8 18.18%
23
TOTAL 44 100.00%
This table shows whether customers usually prefer cafés tdrive-thruve or not and 36/44
agreed.
Table. 9 What customers would usually notice in restaurants
What customers usually

take note of when
coming to a restaurant FREQUENCY PERCENTAGE
Food Quality 36 81.82%
Service Quality 35 79.55%
Proximity 7 15.91%
Waiting time 20 45.45%
Hygiene 23 52.27%
Customer data 3 6.82%
What customers usually take note of when coming to a restaurant is the food quality,
service quality, and hygiene.
Table. 10 Most effective promotion for cafés
Which Promos are most

effective? FREQUENCY PERCENTAGE
Sale 9 20.45%
B1 T1 15 34.09%
All you can eat 13 29.55%
Buffet 10 22.73%
TOTAL 47 106.82%
This table of data shows that the most effective promo to launch for cafés is B1 T1, all-
you-can-eat, and buffet.
24
Table. 11 Staffs In Uniform
Uniforms? FREQUENCY PERCENTAGE
Yes 44 100.00%
No 0 0.00%
TOTAL 44 100.00%
This table of data shows that our respondents prefer staff in uniform.
Table. 12 Kind of Menu/ Palate
What kind of Palate? FREQUENCY PERCENTAGE
Western 22 50.00%
French 8 18.18%
Others 14 31.82%
TOTAL 44 100.00%
This table of data shows that our respondents prefer the Western type of palate/menu in
cafés more than the others.
Table. 13 What Contributes To Customer Satisfaction
WHAT CONTRIBUTES TO CUSTOMER SATISFACTION WHEN IT COMES TO

CAFÉS AND OTHER RESTAURANTS
1. QUALITY OF FOOD
2. QUALITY
3. QUALITY OF SERVICE
4. AMBIANCE
5. CLEANLINESS
25
6. VALUE FOR MONEY

7. OVERALL DINING EXPERIENCE
According to the data given, these are the following contributing factors regarding café
restaurants and customer satisfaction.
CHAPTER V
SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
SUMMARY OF FINDINGS
Based on quantitative research, there is a positive correlation between restaurants and

customer satisfaction. Several studies have shown that factors such as food quality,
service quality, atmosphere, and price all play a significant role in determining customer
satisfaction in restaurants. Additionally, research indicates that customer satisfaction
26
can lead to increased loyalty and repeat business, as well as positive word-of-mouth
recommendations. However, the extent of the correlation may vary based on the type of
restaurant, location, and customer preferences. Overall, restaurants that prioritize
customer satisfaction and consistently deliver high-quality experiences are more likely
to be successful in the long term.
CONCLUSIONS
The study encircles the key triggers of customer satisfaction and revisits intention in fast
food restaurants. It also offers a model that defines the relationship between three
factors of restaurant offer (Food Quality, Restaurant Service Quality, and Physical
Environment Quality) Satisfaction, Word-of-mouth, and Revisit Intention at fast food
restaurants. The model specifically focuses on the revisit intention as a dependent
variable of the conceptual model despite behavior intentions.
The findings suggest that the revisit intention is positively associated with customer
satisfaction food quality, restaurant service quality, and physical environment quality in
a fast food restaurant.
What contributes to the factors regarding cafe restaurant and customer satisfaction are
the following :
- 1. QUALITY OF FOOD
- 2. OVERALL QUALITY (Equipment and Staff)
- 3. QUALITY OF SERVICE
- 4. AMBIANCE
- 5. CLEANLINESS
- 6. VALUE FOR MONEY
- 7. OVERALL DINING EXPERIENCE
RECOMMENDATIONS
- A longitudinal study with probability sampling will help the researchers to

comprehensively investigate the relationship among the constructs. Moreover, it
would be useful for future research models to an information overload as an
explanatory variable and brand image as moderating variable in the Research
Framework.
BIBLIOGRAPHY
https://psa.gov.ph/non-food/coffee
https://theprimadonnalife.com/lifestyle/kapeng-barako-the-endangered-philippine-
liberica/
https://www.curated.ph/blogs/news/coffee-in-philippine-culture
https://coffeeaffection.com/coffee-shops-in-the-philippines-statistics/
https://www.statista.com/statistics/1288415/philippines-leading-cafes-by-sales/
27
https://www.fitchsolutions.com/consumer-retail/opportunities-philippines-coffee-retail-
market-06-11-2020
https://franchising.scooterscoffee.com/target-market-of-a-coffee-shop/
https://www.statista.com/outlook/cmo/hot-drinks/coffee/philippines
https://guidetothephilippines.ph/articles/ultimate-guides/coffee-philippines-guide
https://sprockets.ai/three-major-factors-that-contribute-to-customer-satisfaction
https://www.britannica.com/topic/cafe-eating-and-drinking-establishment
https://asq.org/quality-resources/customer-satisfaction.
APPENDICES
28
CURRICULUM VITAE
Name: GARCIA, JESSIE ALESSIA A.
29
Age: 19
Birthdate: 04/12/04
Gender: F
School: PALAWAN NATIONAL SCHOOL
A. Kindergarten: SALVE REGINA SCHOOL
B. Primary (Elementary): HOLY TRINITY UNIVERSITY
C. Secondary (Highschool ):
HOLY TRINITY UNIVERSITY,
PALAWAN NATIONAL SCHOOL
D. Tertiary (SeniorHighSchool): PALAWAN NATIONAL SCHOOL
Father's Name: GARCIA II, JESS P.
Mother's Maiden Name: ABOROT, ROSARIO MARASIGAN
Strand: ACCOUNTANCY, BUSINESS, AND MANAGEMENT
Contact number: 09164382944, 09617262657
Email: Jessiegarcia1x2@gmail.com
Address: ABOROT COMPOUND MABINI ST. PPC PAL PHL
CURRICULUM VITAE
Name:REYES, PRINCESS C.
Age:18
Birthdate:NOVEMBER 18,2004
30
Gender:FEMALE
School:PALAWAN NATIONAL SCHOOL
A. Kindergarten:MATEO JAGMIS MEMORIAL ELEMENTARY SCHOOL
B. Primary (Elementary): MATEO JAGMIS MEMORIAL ELEMENTARY SCHOOL
C. Secondary (Highschool ):SAN MIGUEL NATIONAL HIGHSCHOOL
D. Tertiary (SeniorHighSchool):PALAWAN NATIONAL SCHOOL
Father's Name:REYES, PAULINO D.
Mother's Maiden Name:REYES, ROSYL C.
Strand:ACCOUNTANCY BUSINESS MANAGEMENT
Contact number:09612065572
Email:cenaprincess388@gmail.com
Address:BARANGAY SAN MIGUEL PUROK BAGONG LIPUNAN PPC PALAWAN
CURRICULUM VITAE
Name: GATCHALIAN, MERYL LIAN R.
Age: 18
Birthdate: SEPTEMBER 22, 2004
31
Gender: FEMALE
A. Kindergarten: STA. LOURDES ELEMENTARY SCHOOL
B. Primary (Elementary): STA. LOURDES ELEMENTARY SCHOOL
C. Secondary (Highschool ): SAN MIGUEL NATIONAL HIGH SCHOOL
Father's Name: GATCHALIAN, ROMUALDO
Mother's Maiden Name: REYES, PERLA
Strand: ACCOUNTANCY BUSINESS MANAGEMENT
Contact number: 09166864431
Email: meryllian.09@gmail.com
Address: PUROK MALIGAYA, BARANGAY STA. LOURDES, PUERTO PRINCESA

CITY, PALAWAN
CURRICULUM VITAE
Name: QUICHO, JEA KEZIA C.
Age: 18
Birthdate: SEPTEMBER 12, 2004
Gender: FEMALE
A. Kindergarten: KIDS WORLD LEARNING CENTER
32
B. Primary (Elementary): MATEO JAGMIS MEMORIAL ELEMENTARY SCHOOL
C. Secondary (Highschool ): PALAWAN ADVENTIST SCHOOL
Father's Name: QUICHO, JOSEPH Q.
Mother's Maiden Name: CUNANAN, JENNIFER V.
Strand: ACCOUNTANCY BUSINESS MANAGEMENT
Email: quichojeakezia@gmail.com
Address: 106. ABUEG STREET BARANGAY BAGONG SIKAT, PUERTO PRINCESA

CITY, PALAWAN
CURRICULUM VITAE
Name: RABAYA, JOHN MICHAEL EFREN S.
Age: 17
Birthdate: JULY 22, 2005
Gender: MALE
A. Kindergarten: BRILLIANT DAY CARE CENTER
B. Primary (Elementary): DON RAMON ROSES MEMORIAL ELEMENTARY

SCHOOL
C. Secondary (Highschool ): PALAWAN NATIONAL SCHOOL
33
Father's Name: RABAYA, EFREN UY
Mother's Maiden Name: AQUINO, JANNETH SALIH
Strand: ACCOUNTANCY AND BUSINESS MANAGEMENT
Email: harry.rabaya@gmail.com
Address: BARANGAY SAN MIGUEL FUNDADOR ROAD, CAABAY COMPOUND,

PUERTO PRINCESA CITY, PALAWAN
CURRICULUM VITAE
Name: ESPEDIDO, JELICA
Age:18
Birthdate: MARCH 13,2005
Gender: Female
School:PALAWAN
A. Kindergarten:BRGY 5 POBLACION, BALABAC PALAWAN
B. Primary (Elementary): BALABAC CENTRAL SCHOOL
C. Secondary (Highschool ): PALAWAN NATIONAL SCHOOL
D. Tertiary (SeniorHighSchool):
Father's Name: ESPEDIDO, GUILLERMO
Mother's Maiden Name: DIAZ, VIOLETA
34
Strand: ACCOUNTANCY BUSINESS AND MANAGEMENT
Email: jelica.espedido21@gmail.com
Address:BRGY SAN MIGUEL WESCOM ROAD. PPC PAL PHL
CURRICULUM VITAE
Name:FLORES, LOUIS KYLE T.
Age:17
Birthdate:July 30, 2005
Gender:Male
School: PALAWAN
A.Kindergarten: PUERTO PRINCESA PILOT ELEMENTARY SCHOOL
B. primary(Elementary): PUERTO PRINCESA PILOT ELEMENTARY SCHOOL
C. Secondary (High school) PALAWAN NATIONAL SCHOOL
D. Tertiary (senior high school): PALAWAN NATIONAL SCHOOL
Fathers name: ROBERTO G. FLORES
Mothers name:ROSEL G TABLA
Strand:ACCOUNTANCY BUSINESS AND MANAGEMENT
35
Contact number:0953767417
Email:Louiskyleflores@gmail.com
Address:Brgy SAN PEDRO, PUROK SILANGAN PUERTO PRINCESA CITY
36

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"The Correlation Between Restaurant and Customer Satisfaction"

A Research Study Presented To The

Annie Lhynne A. Lagan

Aileen A. Gonzalvo Jeffrey V. Arenio

Accepted and approved in partial fulfillment of the requirements for Accountancy

GERALDINE B. DANGAN HELEN V. BALDOSANO

CHAPTER I – THE PROBLEM AND ITS BACKGROUND

CHAPTER II – REVIEW OF RELATED LITERATURE

CHAPTER III – RESEARCH METHODOLOGY

CHAPTER IV – PRESENTATION, INTERPRETATION, AND ANALYSIS OF DATA

CHAPTER V – SUMMARY, CONCLUSION, AND RECOMMENDATIONS

These are some varieties of restaurants that are usually popular;

Customer satisfaction is defined as a measurement that determines how happy

These are some factors that make a great restaurant experience.

● Friendly, personalized service.

Table. 1 Conceptual Framework

Independent Variable Dependent Variable

CAFÉ /RESTAURANTS CUSTOMER SATISFACTION

Table. 2 Research Paradigm

INPUT PROCESS OUTPUT

● Research Problems ● Survey ● Conclusion of

STATEMENT OF THE PROBLEM

Through this study, the researchers answer the following questions :

How important is it to maintain or raise customer satisfaction?

How does a strategic placement of a restaurant affect its sales?

Why is it important to a certain establishment to have a great/fast speed of service?

Is there a significant correlation between restaurants and customer satisfaction?

Ha: There is a significant relationship between a restaurant's locale, operation,

Ho: There is no significant relationship between a restaurant's locale, operation,

1. There is a significant relationship between a restaurant's placement and its

2. There is a significant relationship between the seating placement/ table

SIGNIFICANCE OF THE STUDY

The objective of this study is the following:

- To determine the relationship/relativity between restaurants and customers satisfaction

To the school and future researchers:

-To serve as a future reference connected to their studies and findings

SCOPE AND DELIMITATION

RESEARCH SURVEY QUESTIONS TO BE ANSWERED

The researchers will be conducting a correlational study,

This study aims to answer the following problems.

2. What do customers usually notice in a restaurant establishment that they find

3. What theme do you usually find more fitting for cafés?

A. Traditional (radio, tv, posters, newspapers)

5. Would you prefer a restaurant/ cafe to have a drive-thru?

6. What would it cost a restaurant for you to get a recommendation from?

A. Sale (25% off, 20% off)

8. Would you recommend restaurant employees have uniforms?

9. What kind of palate would you recommend for a cafe?

Restaurant Types and Concepts

Cafe vs Restaurant: What’s the difference?

Customer satisfaction is defined as a measurement that determines how happy

Nov 17, 2022

Are cafe restaurants considered restaurants?

Why are cafes so popular?

Three Major Factors That Contribute to Customer Satisfaction - Sprockets

Customer service experience examples: from customers to Superheros

Among companies with excellent customer service, Starbucks is always on top of my

creating a vision that inspires your employees

(Coffee is the Staple Beverage of Filipinos)

(Guide to Coffee in the Philippines and Must-Visit Local Coffee Shops)

Origins of Coffee in the Philippines

● Revenue in the Coffee segment amounts to US$6.70bn in 2023. The market is

● In global comparison, most revenue is generated in the United States