Evaluation On Customer Satisfaction Based on Service Quality of Tasa Coffee House in Poblacion 1 C, Imus Cavite
Type
Thesis
Authors
Category
Thesis-BSHM
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Publication Year
2022
Subject
Consumer satisfaction—Philippines—Case studies. Coffee shops—Service quality—Philippines. Customer services—Evaluation—Philippines. Hospitality industry—Customer relations—Philippines. Coffeehouses—Customer satisfaction—Philippines.
Abstract
This study was conducted to determine the customer satisfaction based on
the service quality of Tasa coffee house in Población 1-C, Imus Cavite. This study
was design to determine the perception of the customers based on service quality,
the level of customer satisfaction based on service quality and the relationship
between customer satisfaction and service quality.
Results showed that most of the respondents was strongly- agree with the
service provided by the shop the highest rank is the empathy with a weighted mean
of 3.59 and the lowest rank is the assurance 3.45 in Perception of the customer.
Under the level of customer satisfaction, the service provided of the shop in term of
empathy with a weighted mean of 3.62 and a verbal interpretation of very satisfied
was ranked as 1 and the lowest rank is tangibility with a weighted mean of 3.52 with
a verbal interpretation of very satisfied, although it needs improvement to maximize
more their shop in terms of tangibility.
As regard to relationship between service quality and customer satisfaction,
the Tangibility is the only reject Ho and has an interpretation of significant. Reliability,
Assurance, Empathy and Responsiveness is Fail to Reject Ho and has an
interpretation of not significant.
the service quality of Tasa coffee house in Población 1-C, Imus Cavite. This study
was design to determine the perception of the customers based on service quality,
the level of customer satisfaction based on service quality and the relationship
between customer satisfaction and service quality.
Results showed that most of the respondents was strongly- agree with the
service provided by the shop the highest rank is the empathy with a weighted mean
of 3.59 and the lowest rank is the assurance 3.45 in Perception of the customer.
Under the level of customer satisfaction, the service provided of the shop in term of
empathy with a weighted mean of 3.62 and a verbal interpretation of very satisfied
was ranked as 1 and the lowest rank is tangibility with a weighted mean of 3.52 with
a verbal interpretation of very satisfied, although it needs improvement to maximize
more their shop in terms of tangibility.
As regard to relationship between service quality and customer satisfaction,
the Tangibility is the only reject Ho and has an interpretation of significant. Reliability,
Assurance, Empathy and Responsiveness is Fail to Reject Ho and has an
interpretation of not significant.
Description
This undergraduate thesis evaluates customer satisfaction based on the service quality provided by TASA Coffee House located in Población 1-C, Imus, Cavite. The study aims to assess customer perceptions of service dimensions such as empathy, assurance, reliability, responsiveness, and tangibility. Using descriptive statistics and correlation analysis, the research found that empathy ranked highest in both perception and satisfaction, while tangibility scored lowest, suggesting room for physical improvements. The relationship analysis revealed that tangibility showed a significant correlation with customer satisfaction, while other service quality dimensions did not. The findings offer actionable insights for enhancing customer experience in the café setting.
Biblio Notes
Mijares, D. B., Espina, I. L. B., Mondejar, L., & Camilo, W. A. (2022). Evaluation on customer satisfaction based on service quality of TASA Coffee House in Población 1-C, Imus, Cavite (Undergraduate thesis). Cavite State University – Bacoor City Campus.
Number of Copies
1
