Investigating The Factors that Influence Customer Loyalty To Fernando’s Alfresco in Limay.

Bataan : A Qualitative Inquiry

A research study
Presented to Mrs. Kristine Tejano Gonzales

In Partial Fulfillment of the Requirements for the Subject Practical Research 1

Submitted By:
Editha Consunto
Maryss Lumba
Kian Andaya
Andrei Nacion
Mariza Nelmeda
Rogelyn Gloria
Clark Alver Cruz
 The Problem and Its Background

This chapter outlines the essential elements of a research paper,

s including the introduction, background, problem statement, scope and delimitations,
d significance, term definition, and notes. It emphasizes the researcher’s perspective,
the problem’s claim, scope and limitations, importance and relevance, and citations

Introduction

One of the most important aspects of business success is customer loyalty, especially in the
highly competitive restaurant industry. Long-term sustainability and profitability require creating and
keeping loyal customers. Therefore, it is important for managers and owners of restaurants to be familiar
with all aspects that affect customer loyalty. This Qualitative study attempts to investigate the factors that
lead to consumption at Limay, Bataan’s popular restaurant Fernando’s Alfresco.

Imagine eating in a restaurant where you have been treated well by the staff and that’s become
the biggest factor why you come back to that restaurant numerous times. We all know that in this generation,
we always want convenience and to be treated well, especially in the food industry. In social media, It is
trending all over the world how other restaurants treat and give their service to their customers, maybe you
have watched some of them criticize and discriminate against their customers based on their gender, skin
color, and physical appearance.

Investigating the Factors that Influence Customer Loyalty to Fernando's Alfresco in Limay, Bataan: A
Qualitative Inquiry. This study focuses on the factors that influence customer loyalty in building a brand
name. It provides information about how customer service may affect the relationship between the staff and
the customer. In this research, we can get awareness and learn proper etiquette in restaurants as well as you
as our reader. All of us are interested in this topic, it is convenient for us because one of our members was
part of Fernando’s Alfresco staff before. This study is essential to us because it will give us prior knowledge,
and background experience as we go through the restaurant industry shortly.

Background of the Study

Fernando's Alfresco has created itself as an excellent restaurant destination in Limay, Bataan,
and has developed loyal customers throughout the years. However, in order to keep customers loyal in the
midst of changing customer tastes and increased competition, the restaurant must continually monitor and
enhance its product and services. Fernando's Alfresco may get essential knowledge that guides the decision-
making process and managing customer relationships through carrying out qualitative research into the
elements influencing customer loyalty. They must maintain the credibility that they have established since
the beginning. To assure that their customers will be loyal and satisfied with their restaurant and services

We will conduct this inquiry because it is relevant to us especially in our strand. In fact, we as
a group, choose this investigation because we all have interest in this study. Furthermore, it can give us
knowledge, awareness and experience in this field in the near future. One of the purpose of this study is to
learn the proper etiquette in the restaurant industry. We also want to know the factors that influence
customer’s loyalty in building brand popularity.
 It is also convenient to us because one of our members have his prior knowledge and work
experience in Fernando’s Alfresco Restaurant. We actually want to explore what is happening inside the
restaurant. We are seeking to understand and enhance customer loyalty in Fernando’s alfresco in Limay
Bataan. In out point of view, this study will give us a big impact that would change our perspective in life.It
can also be a way for us to get background experiences to the courses we will take in the future

Statement of the Problem

In the competitive nature of the hospitality industry, customer loyalty plays an important role
sustaining the successor establishments. This study generally aimed to investigate the factors that influence
customer loyalty to Fernando’s Alfresco in Limay, Bataan

This Study seeks to address the following key questions:

1.) What is the perception and experience of customers in Fernando's Alfresco's that contribute their
loyalty to the restaurant?

1.1) Customer Service

1.2) Customer Satisfaction
1.3) Interaction and Relationship inside the Restaurant
1.4) Dining atmosphere

2.) How do customers describe their experiences at Fernando's Alfresco

2.1) It has a nice Dining Atmosphere

2.2) Delicious Food
2.3) Good Service
2.4) Worth it

3.) What do customers value most about their visits to Fernando's Alfresco?

3.1) Dining Experience

3.2) Fantastic Service
3.3) Treatment of the staff to the customer/s
3.4) Their delicious and tasty food
Scope and Delimitation

Scope

So, we're basically setting out to dig deep into why customers keep coming back to Fernando's
Alfresco in Limay, Bataan. We're going to chat with regular customers, staff, and even the management to get the
full picture. We'll be looking at stuff like the quality of the food and service, how much it costs, the vibe of the
place, and where it's located.Furthermore, we recognized the significance of the restaurant's location in shaping
customer loyalty. We will closely examine its accessibility, convenience, and the overall appeal of its
surroundings. Factors such as proximity to residential areas, ease of transportation, and availability of parking
facilities will be taken into consideration. Understanding the role of location in fostering customer loyalty will
provide valuable insights into the restaurant's success and its ability to attract and retain a loyal customer bas

Delimitation

Now, what we're not doing is equally important. We're focusing solely on Fernando's Alfresco. Other restaurants,
even in the same area, are not part of this study. We're only looking at the factors we've identified at the start, so
if something new pops up, we won't be including that. And while we're hoping to get a good understanding of
why customers are loyal to Fernando's, we're not trying to predict future trends or behaviors. Lastly, we can't say
that what we find out will apply to other restaurants - it's all about Fernando's Alfresco.

Significant of the Study

This study and title “Investigating the factors that influence customer loyalty to Fernando’s
Alfresco in Limay, Bataan: A Qualitative inquiry” is created to benefit the following:

This research will benefit the customer from the findings of the study by gaining insights into
the elements of the dining experience that contribute to loyalty. This could include aspects such as food
quality, ambience, service, pricing, and overall satisfaction. Armed with this knowledge, consumers can
advocate for improvements or adjustments that align with their expectations and needs. On the other hand
this can also help consumers make informed decisions about where to dine, based on their own preferences
and priorities.

Business owners may inform on how they can apply advantages, valuable insights and
practical implications for businesses to enhance customer satisfaction, gain a competitive advantage, and
foster long term relationships with their customers, ultimately driving success and sustainability. It is very
evident that this study would definitely help the aspiring business owners to have an evaluation study in
which aspiring business owners in the food and beverage industry with valuable insights and practical
guidance for establishing and growing their own ventures. By leveraging these insights, aspiring owners can
make informed decisions, identify opportunities for innovation, and build strong relationship which
customers, ultimately increasing their chances of success in a competitive market
 The study will benefit the students in all strands, to gain knowledge concerning the customer
loyalty helps students gain insights into consumer behavior and decision making processes they learn about
the factors that influence customer preferences, perceptions, and brand loyalty, which is valuable knowledg
for anyone interested in marketing, sales, and consumer research.

This research will benefit the future researchers for them to have references as related
studies or literature to their future studies. They can use this data better to compare the advantages and
disadvantages that will be clarified in the related topics they will cover.

Definition of Terms

CUSTOMER'S LOYALTY - Within the framework of this study, it refers to the sustainable and positive
attachment of the customers to Fernando's Alfresco. it incorporates repeated patronage and favorable attitude
regarding the restaurant. impacted by factors like the quality, atmosphere, service, and comprehensive
fulfillment. you will become aware if your customer is loyal if they are exceedingly happy with your service,
not only will you get repeated business from your customer, however, they will be the one who intentionally
chooses to repeatedly involve themselves to your business as they exist as your loyal customers.

PROPER ETIQUETTE IN THE RESTAURANT INDUSTRY - the information and knowledge gained
from the study regarding the appropriate and displaying good behavior anticipated in a restaurant industry,
playing a role in a positive dining experience and customer loyalty. It's necessary to have clear and brief
communication, with the customer guaranteeing their needs are grasped and fulfilled.

VENTURE GROWTH - It refers to the method of setting up and widening business operations in the food
and beverage commercial field, well-versed by valuable insights and applicable directions from the study.
Aspiring business owners can utilize these insights to make thoughtful selections, identify pioneering
opportunities, and build strong customer rapport..

CUSTOMER SATISFACTION - Refers to the customer feelings and pleasure that content with the
product or services that they met the customers satisfaction.

CUSTOMER’S PERSPECTIVE - Refers to the ability to address and capture the holistic nature of a
service setting, and from its empirical links to preference formation and future behavioral intentions of
consumers.

CUSTOMER EXPERIENCE - Refers to the experience of customers in terms of product attribute, the
quality of food, the service quality, and the customer's value.

FERNANDO’S ALFRESCO RESTAURANT - Refers to the famous restaurant in Limay,Bataan.

APA Citation Style:

Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future
Business Journal, 6(1), 13. https://doi.org/10.1186/s43093-020-00021-0
Yrjölä, M., Rintamäki, T., Saarijärvi, H., Joensuu, J., & Kulkarni, G. (2019). A customer value perspective
to service experiences in restaurants. Journal of Retailing and Consumer Services, 51, 91–101.
https://doi.org/10.1016/j.jretconser.2019.05.030