47717831-RESEARCH

5/17/2018

47717831-RESEARCH - slide pdf.c om

CHAPTER I THE PROBLEM AND ITS BACKGROUND

Introduction

Fast food restaurant is considered as one of the fastest growing business in the Philippines.

One of the most popular fast food restaurants is Jollibee Foods Corporation.

Jollibee is a major international brand with its heart in the Philippines and its strength born of Asian pride. Uncompromising in its standards, flexible and responsie, eer! outlet in Jollibee chain offers customers wholesome, fun and affordable, superior tasting food sered in a bright, clean and imaginatie enironment. Jollibee"s phenomenal growth is perceied in the lifest!le of eer! Filipino. #t operates the largest networ$ of restaurant chains in the Philippines. As of %arch &', it had a total of ',()* stores nationwide.

+eeral factors help build and $eep up a good business. For a fast food restaurant, customer satisfaction is a major consideration to the management.

%eeting customer

expectations help the business gain good reputation that eentuall! leads to sales growth.

#n this stud!, the researchers anal!ed the perceied ealuation of the respondents about foods and serices satisfaction.

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Background of t! Stud"

-he socalled fastfood restaurants usuall! operated in chairs or as franchises and heail! adertised, offer limited menus t!picall! comprising hamburgers, hot dogs, fried chic$en, or pia and their complements and also offer speed, conenience, and familiarit! to diners who ma! eat in the restaurant or ta$e their food home. Among fastfood names that hae become widel! $nown is the Jollibee. Jollibee is a phenomenal success stor!/ what began as a twobranch ice cream parlor in '0)( offering hot meals and sandwiches became incorporated in '0)1 with seen outlets to explore the possibilities of a hamburger concept. -hus was born the compan! that reolutionied fast food in the Philippines. #n '012, Jollibee hit the P(** million sales mar$, landing in the -op (** Philippine Corporations. #n '01), barel! '* !ears in the business, Jollibee landed into the countr!"s -op '** Corporations. #t became the first Philippine fast food chain to brea$ the P' billion sales mar$ in '010. #n '00&, Jollibee became the first food serice compan! to be listed in the Philippine +toc$ 3xchange4 thus broadening its capitaliation and la!ing the groundwor$ for sustained expansion locall! and be!ond the Philippines. Jollibee"s phenomenal growth owes much to its strict and committed adherence to high standards as s!mbolied b! 5F.+.C.5/ Food 6F7 sered to the public must meet the compan!"s excellence standards or it will not be sered at all4 the +erice 6+7 must be fast and courteous4 and Cleanliness 6C7, from $itchen to utensils, must alwa!s be maintained. Jollibee is proud of its emplo!ees who carr! out their jobs.

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Foodserice is one of the basic tools for a certain food establishment it is clearl! the $e! to their business success. 8o other tas$ of foodserice management is more important than identif!ing the food and serice strategies, $nowing its essence and selecting the ones the industr! should pursue as what was usuall! done b! Jollibee. 3er! restaurant manager should $now the following facts about serice and customers needs. According to %ichael 9urst, owner of the '( th +t. Fisheries in Fort :auderable, Florida, ;a good serer can sae a bad meal, but a good meal can"t sae a bad serer.< =uests that patronied establishments loe to tell their friends about the foods and serices the! receied. -herefore it is imperatie that restaurant and ban>uet managers strie to proide excellent serice and ma$e word of mouth wor$ positiel! for them in order to ma$e their business successful. %ichael 9urst sa!s, ;=ood serice is what differentiates restaurant in toda!"s saturated mar$etplace. ?e are not selling food in m! restaurant, we selling a pleasant experience. PUP students from an! leel accommodate that going out to dinein is the completion of their meal. -he obious conditions that Jollibee up trend their food >ualit! is also duplicated b! the customer foodserice strateg! the! are exploring. @ut the realit! goes in that >ualit! of food and conenience within the store is all in one pac$age, that all of these describe the food serice stabilit! as what Jollibee is exercising. #n more than decade >uiet food stabiliation is important, li$e the mar$eting management that encompasses the plans and ital role in a restaurant. -he modern realiation calls primaril! to how emplo!ees in the food establishment sere and treat the customer as an important guest within the establishment. -hus, in return, result in greater percentage of people from all wal$s of life identified with the challenging lifest!le b! which product and serice is merchandised.

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Counting the apparent trend of the increasing number of school wee$ attendance or long wee$ends, are other alid reason s for increase in dining among Jollibee stores. +ince students do not hae enough time to go home to ta$e their meal, fast food restaurants li$e Jollibee is giing an affordable foods and serices to the students, showing their appeal to a cool enironment, welltrained crew. Food >ualit! and the best food serice the! are impl!ing. As an obseration, the researchers want to $now how the &rd !ear %% students are being satisfied b! the foods and serices offered b! Jollibee. Also the common problems encountered with regards to these foods and serices.

INPUT

PROCESS

Profle +ata gat#ered Con&e$ t#ro!g# in"ormation Cons!t Helped management Age o" Jollibee determine t#e e*e't

Helped Gender "!t!re entreprene!rs 0no) ,tatisti'al t#e needs Anal$sis and

-re!en'$ and per'ent Times respondents eat at Jollibee. /eig#ted mean s!al mealtime o" t#e da$ respondents eat at Jollibee. %e&el o" satis"a'tion o" t#e respondents in relation to Jollibee(s "oodsRan0ing and ser&i'es. Common problems en'o!ntered b$ t#e respondents )it# regards to t#e "ood and ser&i'e o*

Conc!#tua$ %ra&!'ork

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-he conceptual framewor$ discussed the flow of the stud! to be ta$en. -he stud! used the closeds!stem program. -he s!stem of the three frames is composed of input which went through the process or operation and emerged as the output.

rd

-he input contains the leading ariables regarding the leel of satisfaction of PUP & !ear mar$eting management students, + B*'*B*'' towards the foods and serices offered b! Jollibee. #t includes the profile and self ealuation of the respondents based on the significant differences among ariables.

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-he second frame contains the methods and procedures to be used to anal!e those ariables b! ma$ing >uestionnaire, conducting research, and to use statistical tools.

-he third frame is the output. #t contains polic! recommendations that the researchers suggested for other entrepreneurs about some factors that the! should consider and some problems that the! might encounter according to the result of the consumer sure!.

-he arrows include the wor$flow of information in the research process. -he feedbac$ loop connects the output to the process inoled as well as to the input. #t made the s!stem continuous.

Stat!&!nt of t! Pro($!&

-he purpose of this stud! is to determine the leel of satisfaction of & rd !ear mar$eting management students towards the foods and serices offered b! Jollibee. +pecificall!, this stud! aims to answer the following >uestion/ '.* 9ow often do the respondents eat at Jollibee B.* ?hen do the respondents eat at Jollibee &.* ?hat is the leel of satisfaction of the respondents in relation to Jollibee"s foods and serices 2.* ?hat are the common problems encountered b! the respondents about the foods and serices offered b! Jollibee

Significanc! of t! Stud"

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Deleant information ac>uired from this stud! would cone! information to students about the satisfaction that Jollibee can gie to its customers. -his information could influence them to further ealuate if Jollibee Foods and +erices is meeting the customers" needs. -his stud! is also beneficial to Jollibee Foods %anagement.

#t could help them

determine the effectieness of their business process. -his stud! will also sere as a guide in $nowing the area that needs improement. #t will present the needs of their customers and how will the! satisf! their customers. -he result of this stud! will also help the future entrepreneurs who want to put up a business li$e this and how to get the lo!alt! of the customers through a wellplanned foods and serices strateg!. -he! would be able to $now the needs and wants of their customers when it comes to food and serice. -his stud! sered as great part for the completion of the researcher"s course re>uirement. -his has gien them a lot of challenge in meeting new faces and ac>uaintances and being conscious of what"s happening in the enironment regarding their stud!. -his also led them to find out new $nowledge and widen their horion. -his stud! will be an effectie tool and reference for other researchers who would intend to ma$e an! further releant stud! particularl! on the ealuation of Jollibee foods and serices. Sco#! and Li&itation)

-his stud! will focus on the leel of satisfaction of PUP & rd !ear mar$eting management students towards the foods and serices offered b! Jollibee based on the stud! conducted. -his was done to $now the ealuation of the respondents to Jollibee. #t should be clear that this stud! does not intend to compare the foods and serices offered b! other fast food restaurants.

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-he respondents of the stud! were composed of PUP & rd !ear mar$eting management students. -he >uestionnaire were administered in +eptember B*'* and retrieed on the da! of sure! while the others are retrieed on the following da!. A >uestionnaire whose content were about the personal profile and ealuation towards Jollibee"s foods and serices will be administered to the respondents.

D!finition of T!r&)

For better understanding and interpretation of the stud!, the following terms are operationall! defined. A&(i!nc! is a place"s atmosphere4 a particular enironment or surrounding influence. D!$a" is the act of dela!ing4 inactiit! resulting in something being put off until a later time. Di)court!ou) is showing no courtes! or no good manners4 the act of being impolite. Effici!nc" is wor$ing productiel! with no waste of mone! or effort. %ood is an! substance that people or animal eat or drin$ or that plants absorb to maintain life and

growth. H"gi!n! is the practice of $eeping oneself and one"s surroundings clean in order to preent

disease. In)uffici!nt means not enough. Mark!ting Manag!&!nt *MM+ as a course is a business discipline course which is focused on

the practical application of mar$eting techni>ues and the management of a firmEs mar$eting resources and actiities. P$ac! is an! area set aside for a particular purpose. Portion is a part or a share4 an amount of food for one person.

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Pr!)!ntation is the actiit! of formall! presenting something. Pro($!& is a state of difficult! that needs to be resoled. Pro&#tn!)) is the process of doing without dela!. Sanitation is the arrangement to protect public health, esp. the proision of clean drin$ing water

and disposal of waste materials. Sati)faction is the fulfillment of needs or wants4 to meet the demand, desire or need. S!curit" is the safet! of the state or organiation4 the state of being or feeling secure. S!r,ic! is an act of assistance4 a s!stem appl!ing a public need. S!r,ic! P!r)onn!$ are members of the societ!4 whereas this person is hired for serice in a

compan!. Unc$!an is s!non!mous to dirt!4 soiled or li$el! to soil with dirt or grime.

CHAPTER II RE-IE. O% RELATED LITERATURE AND STUDIES

Pr!dictor) of Sati)faction L!,!$. %uch has been written on how image, serice >ualit!

and satisfaction determine lo!alt! with regard to a particular industr!. ?hat is eident in these studies is that image and serice >ualit! hae a significant positie correlation to customer satisfaction.

+atisfaction is increasingl! considered to be a basic determinant of business

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success, one that has considerable effect on firm"s performance 6customer retention, repurchase and profitabilit!7. #n iew of this considerable releance of satisfaction for the success of a compan!, it goes as no surprise to find that a large number of mar$eting studies are deote to measuring customer perception of the fitness of the compan! performances. 69ober, 9ermann and ?ric$e, B**'7 Cu)to&!r Sati)faction. %ore than fort! !ears ago, it has noted that a compan!"s first

tas$ is to create customers. 9oweer, the challenge of toda! is more in retaining and satisf!ing customers once ac>uired, as the! face increasing choice in the >ualit! and price of serices proided. 6ruc$er, B**&7 Cu)to&!r Sati)faction i) n!c!))ar" to an" Succ!)) in Bu)in!))/ +atisfaction alone is

not enough to build a lo!al customer based. +erice is the most important predictor of satisfaction leel, impl!ing that increase in clients" satisfaction and customer lo!alt! was directl! related to >ualit! of serice. 6Parasheas, B**'7 Flores, A. B**G conducted a stud! which assessed the leel of client satisfaction, perception and satisfaction on the products and serices and >ualit! of emplo!ee customer serice of a sample rural ban$. Findings of the stud! showed that the expectations of clients on the products and serices !ield an important rating. Clients perceied the products and serice of the ban$ as ;er! good< and said the! are ;satisfied< with serice.

M!a)uring and Managing Cu)to&!r Sati)faction

By: Kevin Cacioppo

As mar$ets shrin$, companies are scrambling to boost customer satisfaction and $eep their current customers rather than deoting additional resources to chase potential new

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customers. -he claim that it costs fie to eight times as much to get new customers than to hold on to old ones is $e! to understanding the drie toward benchmar$ing and trac$ing customer satisfaction.

%easuring customer satisfaction is a relatiel! new concept to man! companies that hae

been focused exclusiel! on income statements and balance sheets. Companies now recognie that the new global econom! has changed things foreer. #ncreased competition, crowded mar$ets with little product differentiation and !ears of continual sales growth followed b! two decades of flattened sales cures hae indicated to toda!Es sharp competitors that their focus must change.

Competitors that are prospering in the new global econom! recognie that measuring customer satisfaction is $e!. Onl! b! doing so can the! hold on to the customers the! hae and understand how to better attract new customers. -he competitors who will be successful recognie that customer satisfaction is a critical strategic weapon that can bring increased mar$et share and increased profits.

-he problem companies face, howeer, is exactl! how to do all of this and do it well. -he! need to understand how to >uantif! measure and trac$ customer satisfaction. ?ithout a clear and accurate sense of what needs to be measured and how to collect, anal!e and use the data as a strategic weapon to drie the business, no firm can be effectie in this new business climate. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits.

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-oo man! companies rel! on outdated and unreliable measures of customer satisfaction. -he! watch sales olume. -he! listen to sales reps describing their customersE states of mind. -he! trac$ and count the fre>uenc! of complaints. And the! watch aging accounts receiable reports, recogniing that unhapp! customers pa! as late as possibleif at all. ?hile these approaches are not completel! without alue, the! are no substitute for a alid, welldesigned customer satisfaction sure!ing program.

#tEs no surprise to find that mar$et leaders differ from the rest of the industr! in that the!Ere designed to hear the oice of the customer and achiee customer satisfaction. #n these companies/

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%ar$eting and sales emplo!ees are primaril! responsible for designing 6with customer

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input7 customer satisfaction sure!ing programs, >uestionnaires and focus groups. -op management and mar$eting diisions champion the programs. Corporate ealuations include not onl! their own customer satisfaction ratings but also

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those of their competitors. • •

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+atisfaction results are made aailable to all emplo!ees. Customers are informed about changes brought about as the direct result of listening to their needs. #nternal and external >ualit! measures are often tied together. Customer satisfaction is incorporated into the strategic focus of the compan! ia the mission statement. +ta$eholder compensation is tied directl! to the customer satisfaction sure!ing program. A concentrated effort is made to relate the customer satisfaction measurement results to internal process metrics.

-o be successful, companies need a customer satisfaction sure!ing s!stem that meets the

following criteria/

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-he s!stem must be relatiel! eas! to design and understand. #t must be credible enough that emplo!ee performance and compensation can be attached

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to the final results. #t must generate actionable reports for management.

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D!fining Cu)to&!r Sati)faction

@ecause the concept of customer satisfaction is new to man! companies, itEs important to be clear on exactl! whatEs meant b! the term.

Customer satisfaction is the state of mind that customers hae about a compan! when

their expectations hae been met or exceeded oer the lifetime of the product or serice. -he achieement of customer satisfaction leads to compan! lo!alt! and product repurchase. -here are some important implications of this definition/

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@ecause customer satisfaction is a subjectie, non>uantitatie state, measurement wonEt

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be exact and will re>uire sampling and statistical anal!sis. Customer satisfaction measurement must be underta$en with an understanding of the gap

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between customer expectations and attribute performance perceptions. -here should be some connection between customer satisfaction measurement and bottomline results.

5+atisfaction5 itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to an! or all of the following/ • • • •

+atisfaction with the >ualit! of a particular product or serice +atisfaction with an ongoing business relationship +atisfaction with the priceperformance ratio of a product or serice. +atisfaction because a productHserice met or exceeded the customerEs expectations

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3ach industr! could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement ariables will differ depending on what t!pe of satisfaction is being researched. For example, manufacturers t!picall! desire ontime delier! and adherence to specifications, so measures of satisfaction ta$en b! suppliers should include these critical ariables.

Clearl! defining and understanding customer satisfaction can help an! compan! identif!

opportunities for product and serice innoation and sere as the basis for performance appraisal and reward s!stems. #t can also sere as the basis for a customer satisfaction sure!ing program that can ensure that >ualit! improement efforts are properl! focused on issues that are most important to the customer.

O(0!cti,!) of a Cu)to&!r Sati)faction Sur,!"ing Progra&

#n addition to a clear statement defining customer satisfaction, an! successful sure!ing

program must hae a clear set of objecties that, once met, will lead to improed performance. -he most basic objecties that should be met b! an! sure!ing program include the following/

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Understanding the expectations and re>uirements of all !our customers etermining how well !our compan! and its competitors are satisf!ing these

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expectations and re>uirements eeloping serice andHor product standards based on !our findings 3xamining trends oer time in order to ta$e action on a timel! basis

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3stablishing priorities and standards to judge how well !ouEe met these goals

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@efore an appropriate customer satisfaction sure!ing program can be designed, the following basic >uestions must be clearl! answered/

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• • •

9ow will the information we gather be used 9ow will this information allow us to ta$e action inside the organiation 9ow should we use this information to $eep our customers and find new ones

Careful consideration must be gien to what the organiation hopes to accomplish, how the results will be disseminated to arious parts of the organiation and how the information will be used. -here is no point as$ing customers about a particular serice or product if it wonEt or canEt be changed regardless of the feedbac$.

Conducting a customer satisfaction sure!ing program is a burden on the organiation and its customers in terms of time and resources. -here is no point in engaging in this wor$ unless it has been thoughtfull! designed so that onl! releant and important information is gathered. -his information must allow the organiation to ta$e direct action. 8othing is more frustrating than haing information that indicates a problem exists but fails to isolate the specific cause. 9aing the purchasing department of a manufacturing firm rate the sales and serice it receied on its last order on a scale of ' 6terrible7 to ) 6magnificent7 would !ield little about how to improe sales and serice to the manufacturer.

-he lesson is twofold. First, general >uestions are often not that helpful in customer satisfaction measurement, at least not without man! other more specific >uestions attached. +econd, the design of an excellent customer satisfaction sure!ing program is more difficult than it might first appear. #t re>uires more than just writing a few >uestions, designing a >uestionnaire, calling or mailing some customers, and then tall!ing the results.

Und!r)tanding Diff!ring Cu)to&!r Attitud!)

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-he most basic objectie of a customer satisfaction sure!ing program is to generate alid and consistent customer feedbac$ 6i.e., to receie the oice of the customer, which can then be used to initiate strategies that will retain customers and thus protect the most aluable corporate assetlo!al customers7.

As itEs determined what needs to be measured and how the data relate to lo!alt! and repurchase, it becomes important to examine the mindset of customers the instant the! are re>uired to ma$e a prepurchase 6or repurchase7 decision or a recommendation decision. +ure!ing these decisions leads to measures of customer lo!alt!. #n general, the customerEs pre purchase mindset will fall into one of three categoriesrejection 6will aoid purchasing if at all possible7, acceptance 6satisfied, but will shop for a better deal7, andHor preference 6delighted and ma! een purchase at a higher price7.

-his highl! subjectie s!stem that customers themseles appl! to their decisions is based primaril! on input from two sources/

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-he customersE own experienceseach time the! experience a product or serice, deciding whether that experience is great, neutral or terrible. -hese are $nown as

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5moments of truth.5 -he experiences of other customerseach time the! hear something about a compan!, whether itEs great, neutral or terrible. -his is $nown as 5wordofmouth.5

-here is obiousl! a strong connection between these two inputs. An exceptional experience leads to strong wordofmouth recommendations. +trong recommendations influence the experience of the customer, and man! successful companies hae capitalied on that lin$.

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9ow does a customer satisfaction sure!ing manager ma$e the connection between the sure! response and the customerEs attitude or mindset regarding lo!alt! Desearch conducted b! both corporate and academic researchers shows a relationship between sure! measurements and the degree of preference or rejection that a customer might hae accumulated. ?hen the customer is as$ed a customer satisfaction >uestion, the customerEs degree of lo!alt! mindset 6or attitude7 will be an accumulation of all past experiences and exposures that can be indicated as a score from ' 6er! dissatisfied7 to ( 6er! satisfied7. #t can also be captured with other response formats with an odd number of choices 6e.g., ' to & or ' to )7 to allow for a neutral response.

Obiousl!, the goal of eer! compan! should be to deelop customers with a preference

attitude 6i.e., we all want the coeted preferred endor status such that the customer, when gien a choice, will choose our compan!7, but it ta$es continuous customer experience management, which means customer satisfaction measurement, to get thereand een more effort to sta! there.

1o$$i(!! gra() 234 of %a)t5food Mark!t

@! IAD: ?#:+O8 June B0, B**2, 1/**am

%A8#:A, June B) 6AFP7  Jollibee ma! not be an international household name li$e the U+ fastfood giant %conald"s, but in the Philippines the smiling red bee with the %ic$e! %ouse e!es is $ing when it comes to local taste buds.

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8ot onl! has Jollibee ta$en the shine off the =olden Arches b! snatching G( percent of the fiercel! competitie local fastfood mar$et, it is also the onl! countr! where a local outlet has managed to $eep %conald"s in second place.

According to smael @a!sa, ice president for corporate finance and chief finance officer for Jollibee, 5the stor! of how -on! -an Ca$tiong and his brothers turned two ice cream parlors into a fastfood giant has now become legend.5

5From those humble beginnings in '0)( Jollibee has grown into the biggest fastfood compan! in the Philippines emplo!ing oer BG,*** people in oer ',*** stores in seen countries,5 he added.

Decentl! 3rnst and oung named -an Ca$tiong, Jollibee"s chairman and founder, as ?orld 3ntrepreneur of the ear at a laish ceremon! in %onte Carlo.

8ews magaine Philippine =raphic said/ 5#n a world grappling with economic malaise and in a region struggling to find its niche amid the pressures of globaliation, -an Ca$tiong"s achieement proides lessons for the sustainabilit! of business.

5And !es, for the troubleplagued Philippines, a displa! of Filipino cando attitude.5

Jollibee has been the best performing stoc$ on the local Philippine +toc$ %ar$et this !ear, rising some B1 percent.

:ast !ear its net profit rose b! B*.1 percent to '.B( billion pesos 6BB.&B million dollars7 and @a!sa is confident it would rise to around '.() billion pesos this !ear. Jollibee will spend a billion pesos this !ear for expansion both locall! and oerseas with some '** new stores

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planned. #n %arch, Jollibee too$ its biggest step oerseas when it ac>uired an 1( percent sta$e in @elmont 3nterprises Kentures, which operates the onghe Iing restaurant chain in China, for ''.( million dollars.

5?ith )) restaurants in China it is considered a small to medium pla!er in the fastfood business with total sales last !ear of B2 million dollars,5 @a!sa said. 5@ut we are confident China will be a major growth centre for the compan! in the coming !ears.5

9e said the compan! would be giing priorit! to foreign mar$ets in Asia, particularl! #ndonesia and China. 53urope is not a priorit! for us at the moment,5 he said.

5?e beliee there is a significant unmet consumer need in 3urope but we will focus on Asia first. 5#n #ndonesia, we hae had a team there since last !ear doing feasibilit! wor$ and food deelopment and testing.5 9e expects the compan! will open one or two stores there in earl! B**(. @ut it is in China where Jollibee sees its greatest potential.

5At the moment we are loo$ing at opening B* stores a !ear in the first two to three !ears,5 @a!sa said. 5+o far this !ear we are on trac$ with '& opened to date. -hen we plan to open (* a !ear in the fourth !ear and b! !ear fie we hope to be loo$ing at '** new stores a !ear. 5@ut our main priorit! at the moment is to further deelop the brand, the concept, the store design and the menu.5

Jollibee has three outlets in Kietnam. #n #ndia the compan! is loo$ing further ahead. 5# don"t enisage an!thing in #ndia in the near term,5 @a!sa said.

At the end of last !ear, Jollibee Foods Corp. had 0)* outlets in the Philippines including 2G) Jollibee chic$en and hamburger outlets. #ts nearest rial %conald"s has B2*.

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CHAPTER III RESEARCH METHODOLOG6

-he chapter describes the procedure in gathering and anal!ing data needed for the stud!. +election includes research method used, research locale, population frame and sample scheme, description of the respondents, research instruments used for gathering data, data gathering procedures and statistical treatment of data.

R!)!arc M!tod U)!d

-he stud! used the descriptie method in which the leel of satisfaction of & rd !ear mar$eting students towards the foods and serices offered b! Jollibee was measured. escriptie research method was commonl! used in research studies.

-his t!pe of

research was utilied primaril! to obtain accurate and meaningful information about the existing conditions. #t also answers the >uestion ;what is<. escriptie research method encompasses all data gathered useful in adjusting or meeting existing phenomenon. #t is designed for the researchers to gather information about present existing conditions needed in the chosen field of stud!. -his is to $now the leels of satisfaction

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of &rd !ear mar$eting management students towards the food and serice offered b! Jollibee. -he sure! stud! was emplo!ed to measure the existing eent without in>uiring into wh! it exists. #n this stud!, this method determined information about ariables rather than the indiiduals themseles.

R!)!arc Loca$!

-he setting of the stud! was at Pol!technic Uniersit! of the Philippines, College of @usiness, epartment of %ar$eting %anagement located in +ta. %esa, %anila. uniersit! is regulated b! the commission on 9igher 3ducation 6C937.

-his state

epartment of

%ar$eting %anagement was established on Jul! '01( and celebrates its department wee$ eer! Jul!. -he Pol!technic Uniersit! of the Philippines was founded on October '0*2.

Po#u$ation %ra&! and Sa&#$! Sc!&!

-he population of the stud! consisted of B&B & rd !ear %ar$eting %anagement students of Pol!technic Uniersit! of the Philippines in +ta. %esa, %anila. #t is not necessar! for the researchers to examine eer! member of the population to get the necessar! information and data needed in the stud!. Cost as well as time constraints will preent the researchers from stud!ing the whole population. -he researchers need to draw sample units s!stematicall! or at a random. -he researchers used the +loin"s Formual to determine the sample sie of the total population4

n=

N 1

+ N e

2

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?here/ n L sample sie 8 L population sie e L desired margin of error 8 is the population of the stud! which is ((* & rd !ear mar$eting management students of PUP and e is the desired margin of error which is .*(. -herefore4

n=

550

+

(

550

1 550 .05

2

)

n = 1 + 550 ( .0025 )

n=

n=

550 1

+ 1.375

550 2.375

231 8

n=

. ∨

232

rounded off ¿ t h e nearest tens.

-he sample of the stud! consisted of B&B & rd !ear mar$eting management students. iiding this b! the total number of section in & rd !ear, to get the number of sample students per section.

sample per section=

sample per section=

n 11

232 11

sample per section= 21 . 09∨ 21 rounded off ¿ t h e nearest tens

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D!)cri#tion of t! r!)#ond!nt)

-he respondents of the stud! are B&B & rd !ear mar$eting management students of PUP enrolled during the school !ear B*'*B*''. 2BM of the total population was used.

R!)!arc In)tru&!nt

-he researchers formulated self administered >uestionnaire as the primar! instrument in gathering data for the stud!. 3ach set of >uestions were categoried to enable the researchers to answer research problems and its objectie. -he researchers made a page with two column >uestionnaire which was diided into four categories. First categor! was the number of times the respondents eat at Jollibee. +econd categor! is the usual time of the da! does the respondents eat at Jollibee. -he third categor! is the leel of satisfaction of respondents towards the foods and serices offered b! Jollibee. And lastl! the fourth categor! which determines the common problems encountered b! the respondents. Age and gender are also to be filled out b! the respondents. -he >uestionnaires were composed of closeended >uestions which as$ the respondents to select from enlisted answers proided b! the researchers. Also rating scale >uestions were included in the instrument. -hese were applied to measure the leel of satisfaction of students towards Jollibee"s foods and serices.

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Data Gat!ring Proc!dur!

-he prepared >uestionnaire was distributed to the respondents b! the researchers themseles and the data were collected after B* to &* minutes. -he respondents were as$ed to scale their perceied satisfactions to the foods and serices offered b! Jollibee. -he! also scaled the common problems that the! encountered. -he! were also gien the opportunit! to answer added >uestions about other factors needed in the stud!. A letter was included to each >uestionnaire to explain the need for participation in the stud!. -he respondents were further assured that the data gathered were held strictl! with confidentialit! and will onl! be used for academic re>uirements onl!. #nstructions on how to accomplish the >uestionnaire were also indicated.

Stati)tica$ Tr!at&!nt of Data 7/ P!rc!ntag!

-he formula used to compute the percentage is/

P=

F n x 100

?here/ F L fre>uenc! n L sample population P L percentage -his formula was used to compute the percentages of categor! one, two, three and four of the >uestionnaire, as well as the age and the gender of the respondents. 8/ .!igt!d &!an

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-he formula used in computing the weighted mean is/

x =

∑ fx n -his formula was used to compute the weighted mean of the categor! three and four of

the >uestionnaire.

?here/ x L weighted mean Nfx L the sum of all the products of f and x 9 f being the fre>uenc! of each weight and x as the weight of each operation. n L total number of respondents

-he consolidated points from the respondents answer to each item oer a fiepoint and fourpoint scales are as follows/ Ta($! 7 E:ui,a$!nt .!igt!d M!an for Sati)faction L!,!$

?3#=9-3 %3A8

+CA:3

K3D@A:

2.('  (.*

(

#8-3DPD3A-A-#O8 Ker! +atisfied

&.(' B.('   2.( &.( '.('  B.( '.*  '.(

2 & B '

+atisfied Fairl! +atisfied Unsatisfied Ker! Unsatisfied

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Ta($! 8 E:ui,a$!nt .!igt!d M!an for %our Point Sca$! of Co&&on Pro($!&) Encount!r!d

?3#=9-3 %3A8

+CA:3

K3D@A:

&.BG  2.*

2

#8-3DPD3A-A-#O8 Alwa!s

B.BG  &.B( '.BG  B.B( '.*  '.B(

& B '

+ometimes +eldom 8eer

-he data in this stud! were organied and classified based from the research design and the problems formulated. -he data were tallied and tabulated to facilitate the presentation and interpretation of results using the following/ ;/ Ranking

-his is a descriptie measure to describe numerical data in addition to percentage. Dan$ing was used in the stud! for comparatie purpose and for sharing the importance of items anal!ed.

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CHAPTER IPRESENTATION9 ANAL6SIS9 AND INTERPRETATION O% DATA

-his chapter is primaril! concerned with the presentation, anal!sis and interpretation of data gathered on the leel of satisfaction of & rd !ear %ar$eting %anagement students, +.. B*'* B*'', in relation to foods and serices offered b! Jollibee. -he discussion includes/ •

Age and =ender of respondents

•

Problems/

'. 9ow often do the respondents eat at Jollibee B. ?hen do the respondents usuall! eat &. ?hat is the leel of satisfaction of the respondents in relation to Jollibee"s foods and serices 2. ?hat are the common problems encountered with regard to food and serice offered b! Jollibee

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Ta($! ; R!)#ond!nt)< Profi$! in T!r&) of Ag!

'G !r.old &rd !r. %ar$eting students BB 6nLB&B7

M

') !r. old

M

'1 !r. old

0.2 1

B(

'*.'' '*B

M

'0 !r. old

M

B* !r. old

M

B' !r. old

M

BB !r. old

M

2 2

(&

BB. 1

B)

''.G

*

*

&

'.B

-able & presents the percentage of the respondents" age. BB respondents which are 0.21M of the sample are 'G !ears old. B( respondents which are '*.''M of the sample are ') !ears old. '*B respondents which are 22M of the sample are '1 !ears old. (& respondents which are BBM of the sample are '0 !ears old. B) respondents which are ''.G2M of the sample are B* !ears old. -here are no respondents whose age is B'. & respondents which are '.B0M of the sample are BB !ears old. -his implies that most of the respondents are '1 !ears old.

Ta($! = R!)#ond!nt)< Profi$! in T!r&) of G!nd!r

%ale &rd %ar$eting students 6nLB&B7

M

Female

M

!r. 02

2*

'&1

G*

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-able 2 presents the percentage of the respondents" gender. 02 respondents which are 2*M of the sample are male. '&1 respondents which are G*M of the sample are female. -his implies that most of the respondents are female.

Pro($!& 7> Ho' oft!n do t! r!)#ond!nt) !at at 1o$$i(!!? Ta($! 3 Ti&!) R!)#ond!nt)< at 1o$$i(!!

CA-3=OD 6nLB&B7

Fre>uenc !

M

3er!da! Once a wee$ -wice a wee$ Once a month Others

' &1 &0 ''2 2*

.2& 'G.&1 'G.10 20.'2 ').B2

-able ( presents the percentage of respondents" no. times of eating at Jollibee.' respondent which is .2&M of the sample eat at Jollibee eer! da!. &1 respondents which are 'G.&1M of the sample eat at Jollibee once a wee$. &0 respondents which are BG.10M of the sample eat at Jollibee twice a wee$. ''2 respondents which are 20.'2M of the sample eat at Jollibee once a month. 2* respondents which are ').B2M of the sample answered others or occasionall!. -his implies that most of the respondents eat at Jollibee onl! once a month.

Pro($!& 8> .!n do t! r!)#ond!nt) u)ua$$" !at? Ta($! 2 U)ua$ M!a$ti&! of t! Da" R!)#ond!nt)< Eat at 1o$$i(!!

CA-3=OD 6nLB&B7 @rea$fast :unch +nac$

Fre>uenc! 0 )B '*&

M &.11 &'.*& 22.2

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inner

21

B*.G0

-able G presents the mealtime respondents" eat at Jollibee during the da!. 0 respondents which are &.11M of the sample eat at Jollibee during brea$fast. )B respondents which are &'.*&M of the sample eat at Jollibee during lunch. '*& respondents which are 22.2M of the sample eat at Jollibee during snac$ time. 21 respondents which are B*.G0M of the sample eat at Jollibee during dinner. -his implies that most of the respondents eat at Jollibee during snac$ time of the da!.

Pro($!& ;> .at i) t! $!,!$ of )ati)faction of t! r!)#ond!nt) in r!$ation to 1o$$i(!!<) food) and )!r,ic!)? Ta($! @ L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of Ta)t!

(

M

2

M

&

M

B

M

'

M

1)

'(.* 1

'*G

2(.G 0

&2

'2.G G

B

. 1G

&

'.B 0

6nLB&B7

-able ) presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of taste. 1) respondents which are &).(M of the sample are er! satisfied. '*G respondents which are 2(.G0M of the sample are satisfied. &2 respondents which are '2.GGM of the sample are fairl! satisfied. B respondents which are .1GM of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to taste.

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Ta($!  L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of Pric!

6nLB&B7

(

M

2

M

&

M

B

M

'

M

&(

'(.* 0

'**

2).2 '

1B

&(.& 2

'2

G.* &

'

.2&

-able 1 presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of price. &( respondents which are '(.*0M of the sample are er! satisfied. '** respondents which are 2).2'M of the sample are satisfied. 1B respondents which are &(.&2M of the sample are fairl! satisfied. '2 respondents which are G.*&M of the sample are unsatisfied. ' respondent which are .2&M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to price.

Ta($!  L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of Packaging

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2'

').G )

'B&

(&.' )

()

B2.( )

)

&.* '

2

'.)B

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-able 0 presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of pac$aging. 2' respondents which are ').G)M of the sample are er! satisfied. 'B& respondents which are (&.')M of the sample are satisfied. () respondents which are B2.()M of the sample are fairl! satisfied. ) respondents which are &.*BM of the sample are unsatisfied. 2 respondents which are '.)BM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to pac$aging.

Ta($! 7 L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of uantit"

6nLB&B7

(

M

2

M

&

M

B

M

'

M

&0

'G.1 '

((

B&. )

01

2B.B 2

&2

'2.G G

G

B.( 0

-able '* presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of >uantit!. &0 respondents which are 'G.1'M of the sample are er! satisfied. (( respondents which are B&.)M of the sample are satisfied. 01 respondents which are 2B.B2M of the sample are fairl! satisfied. &2 respondents which are '2.GGM of the sample are unsatisfied. GG respondents which are B.(0M of the sample are er! unsatisfied. -his implies that most of the respondents are of fairl! satisfied leel when it comes to >uantit!.

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Ta($! 77 L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of %ood Pr!)!ntation

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2B

'1

'*&

22.& 0

)0

&(.* (

G

B. (

B

.1G

-able '' presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of food preparation. 2B respondents which are '1.'M of the sample are er! satisfied. '*& respondents which are 22.&0M of the sample are satisfied. )0 respondents which are &2.*(M of the sample are fairl! satisfied. G respondents which are B(.1GM of the sample are unsatisfied. B respondents which are .1GM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to food presentation.

Ta($! 78 L!,!$ of Sati)faction of r!)#ond!nt) for food) in t!r&) of %ood Sanitation

6nLB&B7

(

M

2

M

&

M

B

M

'

M

21

'1. 2

'*1

22.& 0

G'

BG.B 0

'&

(.G

B

.1G

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-able 'B presents the percentage of leel of satisfaction for foods offered b! Jollibee in terms of food sanitation. 21 respondents which are '1.2M of the sample are er! satisfied. '*1 respondents which are 22.&0M of the sample are satisfied. G' respondents which are BG.B0M of the sample are fairl! satisfied. '& respondents which are (.GM of the sample are unsatisfied. B respondents which are .1GM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to food sanitation.

Ta($! 7; L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of uick S!r,ic!

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2&

'1.( &

''1

(*.1 G

(G

B2.' &

'&

(.G

B

.1G

-able '& presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of >uic$ serice. 2& respondents which are '1.(&M of the sample are er! satisfied. ''1 respondents which are (*.1GM of the sample are satisfied. (G respondents which are B2.'&M of the sample are fairl! satisfied. '& respondents which are (.GM of the sample are unsatisfied. B respondents which are .1GM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to >uic$ serice.

Ta($! 7= L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of c$!an$in!)) '!n it co&!) to Stor! Int!rior

(

M

2

M

&

M

B

M

'

|


M

3

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6nLB&B7

G'

BG. &

'BB

(B.( 0

22

'1.0 )

2

'.)

'

.2&

-able '2 presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of cleanliness when it comes to store interior. G' respondents which are BG.B0M of the sample are er! satisfied. 'BB respondents which are (B.(0M of the sample are satisfied. 22 respondents which are '1.0)M of the sample are fairl! satisfied. 2 respondents which are '.)BM of the sample are unsatisfied. ' respondent which are .2&M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to cleanliness in store interior.

Ta($! 73 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of c$!an$in!)) '!n it co&!) to Stor! Et!rior

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2G

B&.B 0

''B

21.B 1

(0

B(.2 &

)

&.* )

1

&.2(

-able '( presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of cleanliness when it comes to store exterior. 2G respondents which are BG.B0M of the sample are er! satisfied. ''B respondents which are 21.B1M of the sample are satisfied. (0 respondents which are B(.2&M of the sample are fairl! satisfied. ) respondents which are &.*)M of the sample are unsatisfied. 1 respondents which are &.2(M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to cleanliness in store exterior.

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Ta($! 72 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of c$!an$in!)) '!n it co&!) to S!r,ic! Count!r

6nLB&B7

(

M

2

M

&

M

B

M

'

M

22

'1. 0

'B(

(&.1 1

(1

B(

(

B.B

*

*

-able 'G presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of cleanliness when it comes to serice counter. 22 respondents which are '1.0M of the sample are er! satisfied. 'B( respondents which are (&.11M of the sample are satisfied. (1 respondents which are B(M of the sample are fairl! satisfied. ( respondents which are B.'GM of the sample are unsatisfied. 8one of the respondents are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to cleanliness in serice counter. Ta($! 7@ L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of c$!an$in!)) '!n it co&!) to Dining Ar!a

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2(

'0. 2

'*)

2G.' B

)&

&'.B )

2

'. )

&

'.B 0

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-able ') presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of cleanliness when it comes to dining area. 2( respondents which are '0.2*M of the sample are er! satisfied. '*) respondents which are 2G.'BM of the sample are satisfied. )B respondents which are &'.*&M of the sample are fairl! satisfied. 2 respondents which are '.)BM of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to cleanliness in dining area. Ta($! 7 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of c$!an$in!)) '!n it co&!) to Co&fort Roo&

6nLB&B7

(

M

2

M

&

M

B

M

'

M

&0

'G.1 '

''*

2).2 '

G0

B0.) 2

0

&.1 1

(

B.'G

-able '1 presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of cleanliness when it comes to comfort room. &( respondents which are 'G.1'M of the sample are er! satisfied. ''* respondents which are 2).2'M of the sample are satisfied. G0 respondents which are B0.)2M of the sample are fairl! satisfied. 0 respondents which are &.11M of the sample are unsatisfied. ( respondents which are B.'GM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to cleanliness in comfort room.

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Ta($! 7 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of Air Conditioning

6nLB&B7

(

M

2

M

&

M

B

M

'

M

(G

B2.' 2

'*)

2G.' B

GG

B1.2 (

B

.1G

'

.'&

-able '0 presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of air conditioning. (G respondents which are B2.'2M of the sample are er! satisfied. '*) respondents which are 2G.'BM of the sample are satisfied. GG respondents which are B1.2(M of the sample are fairl! satisfied. B respondents which are .1GM of the sample are unsatisfied. 8one of the respondents are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to air conditioning.

Ta($! 8 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of A&(ianc! 3

4

=

4

;

4

8

4

7

|


4

35

38/63

5/17/2018


*nF8;8+

=3

7/ =

7

=7/ 

27

82/8 

7=

2/ ;

;

7/8

-able B* presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of ambience. 2( respondents which are '0.2*M of the sample are er! satisfied. '*0 respondents which are 2G.'1M of the sample are satisfied. G' respondents which are BG.B0M of the sample are fairl! satisfied. '2 respondents which are G.*&M of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to ambience.

Ta($! 87 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of Dining Ar!a S#ac!

6nLB&B7

(

M

2

M

&

M

B

M

'

M

&*

'&

0)

2'. 1

)0

&2.* (

B*

1.G B

G

B.(0

-able B' presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of dining area space. &* respondents which are 'B.0(M of the sample are er! satisfied. )) respondents which are 2'.1'M of the sample are satisfied. )0 respondents which are &2.*(M of the sample are fairl! satisfied. B* respondents which are 1.GBM of the sample are unsatisfied. G respondents which are B.(0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to dining area space.

|


36

39/63

5/17/2018


Ta($! 88 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) Sanitation

6nLB&B7

(

M

2

M

&

M

B

M

'

M

2*

').B 2

'*0

2G.0 1

)'

&*. G

1

&.2 (

2

'.)B

-able BB presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of sanitation. 2* respondents which are ').B2M of the sample are er! satisfied. '*0 respondents which are 2G.01M of the sample are satisfied. )' respondents which are &*.G*M of the sample are fairl! satisfied. 1 respondents which are &.'(M of the sample are unsatisfied. 2 respondents which are '.)BM of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to sanitation.

Ta($! 8; L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of S!r,ic! P!r)onn!$<) P!r)ona$ H"gi!n!

(

M

2

M

&

M

B

M

'

|


M

7

40/63

5/17/2018


6nLB&B7

&)

'(.0 (

''&

21.) '

)2

&'. 0

(

B. G

&

'.B0

-able B& presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of serice personnel"s personal h!giene. &) respondents which are '(.0(M of the sample are er! satisfied. ''& respondents which are 21.)'M of the sample are satisfied. )2 respondents which are &'.0M of the sample are fairl! satisfied. ( respondents which are B.'GM of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to serice personnel"s personal h!giene.

Ta($! 8= L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of S!r,ic! P!r)onn!$<) Po$it!n!))

6nLB&B7

(

M

2

M

&

M

B

M

'

M

&1

'G.& 1

'B*

('.) B

G)

B1.1 1

2

'.) B

&

'.&

-able B2 presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of serice personnel"s politeness. &1 respondents which are 'G.&1M of the sample are er! satisfied. 'B* respondents which are ('.)BM of the sample are satisfied. G) respondents which are B1.11M of the sample are fairl! satisfied. 2 respondents which are '.)BM of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to serice personnel"s politeness.

|


1

41/63

5/17/2018


Ta($! 83 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of S!r,ic! P!r)onn!$<) Pro&#tn!))

6nLB&B7

(

M

2

M

&

M

B

M

'

M

20

B'.' B

'*1

2G.( (

G1

B0.& '

2

'.) B

&

'. &

-able B( presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of serice personnel"s promptness. 20 respondents which are B'.'BM of the sample are er! satisfied. '*1 respondents which are 2G.((M of the sample are satisfied. G1 respondents which are B0.&'M of the sample are fairl! satisfied. 2 respondents which are '.)BM of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to serice personnel"s promptness.

Ta($! 82 L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of S!r,ic! P!r)onn!$<) Effici!nc"

(

M

2

M

&

M

B

M

'

|


M

2

42/63

5/17/2018


6nLB&B7

22

B'.' B

'*1

2G.( (

G1

B0.& '

2

'.) B

&

'. &

-able BG presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of serice personnel"s efficienc!. 22 respondents which are B1.')M of the sample are er! satisfied. '*) respondents which are 2G.'BM of the sample are satisfied. )& respondents which are &'.2)M of the sample are fairl! satisfied. ( respondents which are B.'(M of the sample are unsatisfied. & respondents which are '.B0M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to serice personnel"s efficienc!.

Ta($! 8@ L!,!$ of Sati)faction of r!)#ond!nt) for )!r,ic!) in t!r&) of S!curit"

6nLB&B7

(

M

2

M

&

M

B

M

'

M

G'

BG.B 0

'*2

22.1 &

(B

BB.2 '

'2

G.* &

'

.22

-able B) presents the percentage of leel of satisfaction for serices offered b! Jollibee in terms of securit!. G' respondents which are BG.B0M of the sample are er! satisfied. '*2 respondents which are 22.1&M of the sample are satisfied. (B respondents which are BB.2'M of the sample are fairl! satisfied. '2 respondents which are G.*&M of the sample are unsatisfied. ' respondent which is .2&M of the sample are er! unsatisfied. -his implies that most of the respondents are of satisfied leel when it comes to securit!.

|


3

43/63

5/17/2018


Pro($!& => .at ar! t! co&&on #ro($!&) !ncount!r!d 'it r!gard to food and )!r,ic! off!r!d (" 1o$$i(!!? Ta($! 8 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> Und!rcook!d %ood

6nLB&B7

2

M

&

M

B

M

'

M

''

2.) 2

G)

B1.1 1

02

2*.( B

G*

B1.1G

-able B1 presents the percentage of times respondents encounter undercoo$ed foods problem in Jollibee. '' respondents which are 2.)2M of the sample answered alwa!s.

G)

respondents which are B1.11M of the sample answered sometimes. 02 respondents which are 2*.(BM of the sample answered seldom. G* respondents which are B(.1GM of the sample answered neer. -his implies that most of the respondents answered sometimes.

Ta($! 8 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> O,!rcook!d %ood

2

M

&

M

B

M

'

M

|




44/63

5/17/2018


6nLB&B7

1

&.2 (

21

B*.G 0

'*B

2&.0 1

)2

&'.11

-able B0 presents the percentage of times respondents encounter oercoo$ed foods problem in Jollibee. 1 respondents which are &.2(M of the sample answered alwa!s.

21

respondents which are B*.G0M of the sample answered sometimes. '*B respondents which are 2&.01M of the sample answered seldom. )2 respondents which are &'.11M of the sample answered neer. -his implies that most of the respondents answered seldom.

Ta($! ; Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> B$ood" Cick!n 1o"

6nLB&B7

2

M

&

M

B

M

'

M

'B

(.G

GB

BG.)

01

2B.B

(0

B(.2&

'

B

1

-able &* presents the percentage of times respondents encounter blood! chic$en jo! problem in Jollibee. '& respondents which are (.G'M of the sample answered alwa!s.

GB

respondents which are BG.)BM of the sample answered sometimes. 01 respondents which are 2B.B1M of the sample answered seldom. (0 respondents which are B(.2&M of the sample answered neer. -his implies that most of the respondents answered seldom.

Ta($! ;7 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> Poor %ood Sanitation

|




45/63

5/17/2018


6nLB&B7

2

M

&

M

B

M

'

M

B

.1G

(B

BB.2 '

1)

&). (

0'

&0.B B

-able &' presents the percentage of times respondents encounter blood! chic$en jo! problem in Jollibee. B respondents which are &.2(M of the sample answered alwa!s.

(B

respondents which are G).(&M of the sample answered sometimes. 1) respondents which are &).(M of the sample answered seldom. 0' respondents which are &0.BBM of the sample answered neer. -his implies that most of the respondents answered seldom.

Ta($! ;8 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> Und!r Portion!d S!r,ing Si!

6nLB&B7

2

M

&

M

B

M

'

M

1

&.2 (

G(

B1.* B

'*)

2G.' B

(B

BB.2 )

-able &B presents the percentage of times respondents encounter under portioned sering sie problem in Jollibee. 1 respondents which are &.2(M of the sample answered alwa!s. G( respondents which are B1.*BM of the sample answered sometimes. '*) respondents which are 2G.'BM of the sample answered seldom. (Brespondents which are BB.2'M of the sample answered neer. -his implies that most of the respondents answered seldom.

|




46/63

5/17/2018


Ta($! ;; Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to food> Poor %ood Pr!)!ntation

6nLB&B7

2

M

&

M

B

M

'

M

B

.1)

(B

BB.2 '

1)

&).( *

0'

&0.B B

-able && presents the percentage of times respondents encounter poor food presentation problem in Jollibee. B respondents which are G.1)M of the sample answered alwa!s.

(B

respondents which are BB.2'M of the sample answered sometimes. 1) respondents which are &).(*M of the sample answered seldom. 0' respondents which are &0.BBM of the sample answered neer. -his implies that most of the respondents answered neer.

Ta($! ;= Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of #$ac!> Unc$!an Dining Ar!a

2

M

&

M

B

M

'

M

|


4

47/63

5/17/2018


6nLB&B7

B)

''.G 2

)1

&&.G B

)2

&'. 0

(&

BB.1 2

-able &2 presents the percentage of times respondents encounter unclean dining area problem in Jollibee. B) respondents which are ''.G2M of the sample answered alwa!s. )1 respondents which are &&.GBM of the sample answered sometimes. )2 respondents which are &'.0*M of the sample answered seldom. (& respondents which are BB.12M of the sample answered neer. -his implies that most of the respondents answered sometimes

Ta($! ;3 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of #$ac!> In)uffici!nt Air Conditioning

6nLB&B7

2

M

&

M

B

M

'

M

'1

).) G

(G

B2.' 2

0B

&0.G (

GG

B1.2 (

-able &( presents the percentage of times respondents encounter insufficient air conditioning problem in Jollibee. '1 respondents which are ).)GM of the sample answered alwa!s. (G respondents which are B2.'2M of the sample answered sometimes. 0B respondents which are &0.G(M of the sample answered seldom. GG respondents which are '1.2(M of the sample answered neer. -his implies that most of the respondents answered seldom.

|


5

48/63

5/17/2018


Ta($! ;2 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of #$ac!> Lack of S!curit"

6nLB&B7

2

M

&

M

B

M

'

M

''

2.) 2

2G

'0.1 &

0B

&0.G (

1&

&(.) 1

-able &G presents the percentage of times respondents encounter lac$ of securit! problem in Jollibee. '' respondents which are 2.)2M of the sample answered alwa!s. 2G respondents which are '0.1&M of the sample answered sometimes. 0B respondents which are &0.G(M of the sample answered seldom. 1& respondents which are &(.)1M of the sample answered neer. -his implies that most of the respondents answered seldom.

Ta($! ;@ Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of #$ac!> Lack of Dining Cair and Ta($!

2

M

&

M

B

M

'

M

|


6

49/63

5/17/2018


6nLB&B7

B0

'B. (

)0

&2.* (

G(

B1.* B

(0

B(.2 &

-able &) presents the percentage of times respondents encounter lac$ of dining chairs and tables problem in Jollibee. B0 respondents which are 'B.(M of the sample answered alwa!s. )0 respondents which are &2.*(M of the sample answered sometimes. G( respondents which are B1.*BM of the sample answered seldom. (0 respondents which are B(.2&M of the sample answered neer. -his implies that most of the respondents answered sometimes.

Ta($! ; Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of #$ac!> Un)aniti!d Co&fort Roo&

2

M

&

M

B

M

'

M

'1

).) G

(1

B(

1G

&).* )

)*

&*.' )

6nLB&B7

-able &1 presents the percentage of times respondents encounter unsanitied comfort room problem in Jollibee. '1 respondents which are ).)GM of the sample answered alwa!s. (1 respondents which are B(M of the sample answered sometimes. 1G respondents which are &).*)M of the sample answered seldom. )* respondents which are &*.')M of the sample answered neer. -his implies that most of the respondents answered seldom.

|


7

50/63

5/17/2018


Ta($! ; Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of S!r,ic! P!r)onn!$> Di)court!ou)

6nLB&B7

2

M

&

M

B

M

'

M

(

B.' G

&0

'G.1 '

1B

&(.& 2

'*G

2(.G 0

-able &0 presents the percentage of times respondents encounter discourteous problem in Jollibee"s serice personnel. ( respondents which are B.'GM of the sample answered alwa!s. &0 respondents which are 'G.1'M of the sample answered sometimes. 1B respondents which are &(.&2M of the sample answered seldom. '*G respondents which are 2(.G0M of the sample answered neer. -his implies that most of the respondents answered neer.

Ta($! = Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of S!r,ic! P!r)onn!$> Un"gi!nic

|


1

51/63

5/17/2018


6nLB&B7

2

M

&

M

B

M

'

M

1

&.2 2

&G

'(.( B

1G

&).* )

'*B

2&.0)

-able 2* presents the percentage of times respondents encounter unh!gienic problem in Jollibee"s serice personnel. 1 respondents which are &.22M of the sample answered alwa!s. &G respondents which are '(.(BM of the sample answered sometimes. 1G respondents which are &).*)M of the sample answered seldom. '*Brespondents which are 2&.0)M of the sample answered neer. -his implies that most of the respondents answered neer.

Ta($! =7 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of S!r,ic! P!r)onn!$> D!$a" S!r,ic!

6nLB&B7

2

M

&

M

B

M

'

M

'(

G.2 G

)2

&'.0 *

)2

&'.0 *

G0

B0.)2

-able 2' presents the percentage of times respondents encounter dela!ed serice problem in Jollibee"s serice personnel. '( respondents which are G.2GM of the sample answered alwa!s. )2 respondents which are &'.0*M of the sample answered sometimes. )2 respondents which are &'.0*M of the sample answered seldom. G0 respondents which are B0.)2M of the sample answered neer. -his implies that most of the respondents answered sometimes and seldom.

|


2

52/63

5/17/2018


Ta($! =8 Co&&on Pro($!&) !ncount!r!d (" r!)#ond!nt) 'it r!gard to )!r,ic! in t!r&) of S!r,ic! P!r)onn!$> Lack of S!r,ic! Cr!'

6nLB&B7

2

M

&

M

B

M

'

M

B'

0.* (

&1

'G.& 1

11

&).0 &

1(

&G.G2

-able 2B presents the percentage of times respondents encounter lac$ of serice crew problem in Jollibee. B' respondents which are 0.*(M of the sample answered alwa!s.

&1

respondents which are 'G.&1M of the sample answered sometimes. 11 respondents which are &).0&M of the sample answered seldom. 1( respondents which are &G.G2M of the sample answered neer. -his implies that most of the respondents answered seldom.

|


3

53/63

5/17/2018


Ta($! =; Su&&ar" of L!,!$ Of Sati)faction of ;rd 6!ar Mark!ting Manag!&!nt Stud!nt) of Po$"t!cnic Uni,!r)it" of t! Pi$i##in!) %ACTOR

3

=

;

8

7

.M

-I

Rank

-aste Price Pac$aging uantit! Food Presentation Food +anitation SER-ICE uic$ +erice C$!an$in!)) +tore #nterior +tore 3xterior +erice Counter ining Area Comfort Doom Air Conditioning Ambiance ining Area +pace +anitation S!r,ic! P!r)onn!$ 9!giene Politeness

1) &( 2' &0 2B 21

'*G '** 'B& (( '*& '*1

&2 1B () 01 ')0 'G'

B '2 ) &2 G '&

& ' 2 G B B

2.') &.GG &.1B &.G& &.)G &.G1

+ + + + + +

' ( B G & 2

2&

''1

(G

'&

B

&.1'

+

)

G' 2G 22 2( &0 (G 2( &* 2*

'BB 'BB 'B( '*) ''* '*) '*0 0) '*0

22 (0 (1 )& G0 GG G' )0 )'

2 ) ( 2 0 B '2 B* 1

' 1 & ( ' & G 2

2.*& &.)1 &.0 2.)2 &.G0 &.0& &.)) &.(2 &.)(

+ + + K+ + + + + +

B '* ( ' '2 & '' '( '&

&) &1

''& 'B*

)2 G)

( 2

& &

&.)G &.1

+ +

'B 1

Promptness 3fficienc! +ecurit!

20 22 G'

'*1 '*) '*2

G1 )& (B

2 ( '2

& & '

&.12 &.)0 &.0'

+ + +

G 0 2

%OOD

:egend/ K# Kerbal #nterpretation

|




54/63

5/17/2018


?% ?eighted %ean MEANING Ker! +atisfactor! +atisfactor!

K# K+ +

Fairl! +atisfactor! Unsatisfactor! Ker! Unsatisfactor!

F+ U+ KU+

+cale ( 2 & B '

Ta($! == SUMMAR6 O% COMMON PROBLEMS ENCOUNTERED B6 ; RD 6EAR MARKETING STUDENTS O% POL6TECHNIC UNI-ERSIT6 O% THE PHILIPPINES PROBLEM

=

;

8

7

.M

-I

RANK

%OOD Undercoo$ed Oercoo$ed @lood! Chic$en Jo! Poor Food +anitation Under Portioned +ering +ie Poor Food Presentation SER-ICE Unclean ining Area #nsufficient Air Conditioning :ac$ of +ecurit!

'' 1 '& 1 1 B

G) 21 GB (G G( (B

02 '*B 01 ')2 '*) ('

G* )2 (0 0' (B 0'

B.'& '.0G B.'& '.1( B.'& '.1(

+ + + + + +

' B ' & ' &

B) '1 ''

)1 (G 2G

)2 0B 0B

(& GG 1&

B.&2 B.'' '.02

+% + +

' & G

:ac$ of Chairs and -ables Unsanitied Comfort Doom S!r,ic! P!r)onn!$ iscourteousness Unh!gienic ela!ed +erice :ac$ of +erice Crew

B0 '1

)0 (1

G( 1G

(0 )*

B.&2 B.'

+% +

' 2

( 1 '( B'

&0 &G )2 &1

11 1G )2 11

'*G '*B G0 1(

'.)( '.)G B.'( '.01

+ + +% +

1 ) B (

K# A + +%

+cale 2 & B

:egend/ K# Kerbal #nterpretation ?% ?eighted %ean MEANING

Alwa!s +eldom +ometimes

|




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5/17/2018


8eer

8

'

CHAPTER SUMMAR6 O% %INDINGS9 CONCLUSIONS AND RECOMMENDATIONS

-his chapter summaries the findings of the stud!, presents the gist of the conclusion and researchers" some recommendations. -he researchers focused on the leel of satisfaction of &rd %% students in relation to foods and serices offered b! Jollibee. -his includes the following >uestions/ '. 9ow often do the respondents eat at Jollibee B. ?hen do the respondents usuall! eat &. ?hat is the leel of satisfaction of the respondents in relation to Jollibee"s foods and serices 2. ?hat are the common problems encountered with regard to food and serice offered b! Jollibee -he descriptie t!pe of research was the appropriate method used in ealuating the leel of satisfaction of &rd %% students in relation to foods and serices offered b! Jollibee. -he researchers used sure! >uestionnaires to gather data.

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-he respondents of this stud! were two hundred thirt! two 6B&B7 third !ear %% students of the Pol!technic Uniersit! of the Philippines enrolled during the school !ear B*'*B*''.

+ummar! of Findings Age

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?hen it comes to the age of respondents, findings showed that most of them are '1 !ears old which was 2*M of the total sample.

=ender

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Desults of the stud! showed that most of the respondents are female which was G*M of the total sample.

'. 8o. of times respondents eat at Jollibee

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%ost of the respondents, which were 20.'2M of the total sample, isit Jollibee onl! once a month.

B. Usual time of the da! respondents eat at Jollibee.

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%ajorit! of the respondents, which were 22.2M of the total sample, usuall! eat at Jollibee during their snac$ time.

&. :eel of +atisfaction in relation to/

Food

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•

;-aste< of Jollibee"s food got the highest weighted mean of 2.'), e>uialent to the +atisfied :eel, which means respondents are most satisfied to Jollibee"s food taste. Despondents are least satisfied in ;>uantit! 6sering sie7< which got the lowest mean score of &.G&.

+erice

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;Cleanliness when it comes to dining area< got the highest weighted mean of 2.)2, e>uialent to Ker! +atisfied :eel, which means respondents are most er! satisfied to Jollibee"s cleanliness in dining area. Despondents are least satisfied with ;dining area space< which got the lowest mean score of &.(2.

2. Common Problems encountered with regard to/ Food

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;Undercoo$ed<, ;blood! chic$en jo!<, and ;under portioned sering sie< of Jollibee"s foods got the same weighted mean of B.'1, which is the highest and is e>uialent to +eldom, and is ran$ed '.

+erice

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;Unclean dining area< and ;lac$ of chairs and tables< got the highest weighted mean of B.&2, e>uialent to sometimes, and is ran$ed '.

Conclusion @ased on the findings of the stud!, the researchers concluded that/

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•

Jollibee is highl! patronied b! & rd !ear %% students of PUP for onl! once a month and mostl! during snac$ time.

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-aste is the primar! factor that gies satisfaction to students towards Jollibee"s foods.

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+tudents are more comfortable to go to Jollibee because the! see that their serice crews obsere maintenance in the cleanliness of the dining area. @ut students also perceied that space in the dining area is not enough to accommodate all customers.

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%ost of the students experienced receiing undercoo$ed food, blood! chic$en jo!, and under portioned sering sie. #t is because of lac$ of monitoring in coo$ing and preparing these foods.

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Unclean dining area is one of the most common problems encountered b! the respondents. -his is in contrast with the satisfaction the! get from the cleanliness of Jollibee"s dining area. #t"s because serice crews aren"t able to clean the dining area as soon as customers leae after eating their meals. :ac$ of chairs and tables is another problem encountered b! the respondents. -his usuall! happens during pea$ hours.

Decommendations #n the light of these findings, the researchers hereb! state the following recommendations/ '. Proper, organied, and clean sanitation of foods and facilities should alwa!s be regulated b! Jollibee management. B. Jollibee staffs should alwa!s obsere proper monitoring in terms of coo$ing and preparation of foods to be sered so as to maintain the >ualit! of these foods.

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&. %anagement of Jollibee should alwa!s maintain their standard time in sering the customers which is 00 seconds per transaction. Also customers must and alwa!s be entertained when dela!ed serice arises. 2. Jollibee management should add more store facilities to ma$e their customers feel more satisfied with the serices the! offer. (. uic$ serice should be maintained and prioritied b! Jollibee since it is well $nown as one of the leading fast food chain. #n line with these, the! must proide enough number of emplo!ees, who are fit to do the job, to sere the customers efficientl!. :ac$ of serice crew leads to dela! in serice. G. Jollibee must see to it that cleanliness of the store interior and exterior are alwa!s obsered. :i$e an alwa!s good loo$ing and fresh smelling comfort room and lobb!. ). Create more sales promotions intended for students to entice them more to eat at Jollibee.

.

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R!f!r!nc!)

Ala! . 6B**&7. 3>uitable PC# @an$ and :oan Customers +atisfaction. Unpublished %@A -hesis/ Uniersit! of +outh 3astern Phil., aao Cit!

@ars$!, Jonathan . 6'00(7. ?orld Class Customer +atisfaction, Dichard . #rwin #nc.

@ill, %arin, ;Destaurant @asic<, Phoenix Publishing #ncorporated. %a! '*, '000.

Chang, Dichard . 6'0027. +atisf!ing internal customers first/ a practical guide to improing internal and external customer satisfaction.

Flores, Arcel +. 6B**G7. Client"s 3xpectation, Perception and +atisfaction on Dural @an$ Products and +erices and >ualit! of emplo!ee Customer +erice. Unpublished -hesis/ Uniersit! of +outhern Phil., Obrero Campus, aao Cit!.

=adais, Iatrina A. 6B**27. -he Comparatie :eel of +atisfaction in relation to customer serice between Jollibee and %conald"s. Unpublished -hesis/ 8ational College of @usiness and Arts.

#mamnua!sup, :. 6'00*7. Food +erice. %ar$eting %ix of a Destaurant. Chain in %etro %anila/ an assessment. Unpublished %@A -hesis/ Uniersit! of the 3ast, %anila.

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:eboeuf, %. 6'00'7. 9ow to ?in Customers and Ieep them for :ife. -he @er$l! Publishing =roup.

%aestre, D. 6B**27. 3xpectationHperception and satisfaction of schedule and of customer on the serice alues offered b! :P=. Unpublished %@A -hesis/ Uniersit! of +outheastern Phil., aao Cit!.

+alador +. -olentino. @a!sa =., Fug. =eronimo 3. Fundamentals of @usiness Desearch, -hesis ?riting.

http/HHwww.abscbnnews.comHbusinessH*(H'2H'* http/HHwww.>ualit!digest.comHsept**HhtmlHsatisfaction.html  Kevin Cacioppo http/HHwww.mb.com.phHnodeH')*((1  Manila Bulletin http/HHen.wi$ipedia.orgHwi$iHJollibee http/HHwww.jollibee.com.phH

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