Hotel and Restaurant Management 

SALERA, JANNELE A., SANGAT, FELMARIE N., TARIO, JEZARA JANE B., UPANO, JEREMY CHRISTIAN C., VIZCONDE, DIEGO., Assessment of Customer Satisfaction Towards Service Quality of Bonchon Chicken at SM Molino Branch in Bacoor, Cavite. Undergraduate Research. Bachelor of Science in Hospitality Management. Cavite State University – Bacoor City Campus, City of Bacoor, Cavite. January 2023 Adviser: Ms Lordeliza V. Soriano
This study assessed the customer satisfaction towards the service quality of
BonChon Chicken at SM Molino Branch in Bacoor, Cavite. Specifically, it assessed the
levels of satisfaction and perceptions of customers on the quality of services of
BonChon Chicken in terms of reliability, assurance, tangibility, empathy, and
responsiveness. This study is under quantitative research and utilized the descriptive
research design. Survey questionnaires were used to determine the satisfaction and
perceptions of customers on service quality of BonChon Chicken. Survey
questionnaires were distributed among 58 respondents which are customers who
visiting BonChon Chicken at SM Molino branch. The 58 respondents were selected
using simple random sampling. Findings of this study revealed that customers have
higher levels of satisfaction on service quality of BonChon Chicken in terms of
tangibility compared to other characteristics. On the other hand, the findings revealed
that customers have a higher level of perception on service quality of BonChon
Chicken in terms of assurance compared to other characteristics. Based on the results,
it is found out that there is a significant relationship between satisfaction and perception
on service quality in terms of reliability, assurance, tangibility, and responsiveness. On
the other hand, there is no significant relationship regarding the empathy
characteristics. This study also provided solutions and recommendations for improving
the service quality of BonChon Chicken.  

This undergraduate research assessed customer satisfaction towards the service quality of BonChon Chicken at SM Molino Branch in Bacoor, Cavite. Specifically, the study evaluated customers’ levels of satisfaction and perceptions regarding service quality based on five dimensions: reliability, assurance, tangibility, empathy, and responsiveness. A quantitative approach using a descriptive research design was employed, with data collected through survey questionnaires distributed to 58 randomly selected customers. Results indicated that customers reported the highest satisfaction in terms of tangibility, while the highest perception of service quality was observed in terms of assurance. Statistical analysis revealed a significant relationship between customer satisfaction and perception regarding reliability, assurance, tangibility, and responsiveness, but no significant relationship concerning empathy. The study concluded with recommendations aimed at enhancing the service quality of BonChon Chicken to further improve customer satisfaction. 

Salera, J. A., Sangat, F. N., Tario, J. J. B., Upano, J. C. C., & Vizconde, D. (2023). Assessment of customer satisfaction towards service quality of Bonchon Chicken at SM Molino Branch in Bacoor, Cavite (Undergraduate thesis, Cavite State University – Bacoor City Campus).