Quality of service delivery of selected Malate-Based restaurants : an assessment / by Feng Xuejun.

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Indang, Cavite : Cavite State University-Main Campus, 2011.Description: x, 77 pages : illustrations ; 28 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
Subject(s): DDC classification:
  • 658.8 X8 2011
Online resources: Production credits:
  • Graduate School and Open Learning College (GSOLC)
Abstract: PENG, XUE JUN, Quality of Service of Selected Malate-Based Restaurants: An Assessment. A dissertation. Doctor of Philosophy in Management. Cavite State University, Indang, Cavite. July 2011. Adviser Bishop Emerito P. Nacpil. The study entitled “Quality of Service of Selected Malate-Based Restaurants: An Assessment” aimed to assess and determine the quality of service delivery of selected Malate-based restaurants. Specifically, the study aimed to: 1) determine how patrons (or customers), the waitstaff and supervisors, and the restaurant managers of Malate-based restaurants assess the extent of their quality service in terms of the service procedural factor and the service congeniality factor; 2) evaluate the similarities and differences on the findings of the respondents on the extent of quality service in Malate-based restaurants; 3) evaluate the extent of services rendered by the waitstaff, supervisor and restaurant managers to their patron-clients in terms of service procedural and service congeniality standards; and 4) determine the problems encountered by the managers of Malate-based restaurants in their bid to instil quality service. The researcher used the descriptive survey method of research to attain the objectives of the study. Based from the results gathered, the respondents of the restaurant groups rated the extent of quality service in procedural components high but the patrons rated them only fair. In terms of congeniality components, all the respondents rated the extent of quality service high. Communication and Supervision were the only two procedural components that yielded similar means among the body language, calling customers by their names, tact, and suggestive selling. Among the respondents group, the procedural components that were perceived differently were accommodation, anticipation, customer feedback, incremental flow of service, and timeliness. The congeniality components that also yielded differences in perception were: attentiveness, attitude, guidance, problem- solving, and tone of voice. Results also showed that the first hypothesis which stated that, “No significant difference exists in the extent of quality service in Malate-based restaurants as perceived by patrons, waitstaff, and restaurants managers”, was rejected. Statistical treatment revealed that the perceptions of the three groups differed significantly to a large extent, with the patrons accounting for the most significant difference. The potential areas where service problems are likely to occur among the procedural components are in accommodation and anticipation’ and among the congeniality components, attentiveness, calling customers by their names, problem-solving, and suggestive selling. The restaurant managers and waitstaff shared perceptions that, in procedural terms, the extent of quality service was rather high and in contrast, the patrons’ rating was just fair and implied warranted improvement. The restaurant managers and waitstaff rated their perception of quality service congeniality, also high. The patrons were in agreement but their score’s closeness to “Usually”, once more, implied the need for improvements. The second hypothesis stated, “No significant difference exists in the general rating of the three respondents groups on service procedural and congeniality standards of Malate-based restaurants”, was rejected when applied to the procedural components but accepted for the congeniality components.
Star ratings
    Average rating: 0.0 (0 votes)

Thesis (Doctor of Philosophy in Management) Cavite State University

Includes bibliographical references.

Graduate School and Open Learning College (GSOLC)

PENG, XUE JUN, Quality of Service of Selected Malate-Based Restaurants: An Assessment. A dissertation. Doctor of Philosophy in Management. Cavite State University, Indang, Cavite. July 2011. Adviser Bishop Emerito P. Nacpil.

The study entitled “Quality of Service of Selected Malate-Based Restaurants: An Assessment” aimed to assess and determine the quality of service delivery of selected Malate-based restaurants. Specifically, the study aimed to: 1) determine how patrons (or customers), the waitstaff and supervisors, and the restaurant managers of Malate-based restaurants assess the extent of their quality service in terms of the service procedural factor and the service congeniality factor; 2) evaluate the similarities and differences on the findings of the respondents on the extent of quality service in Malate-based restaurants; 3) evaluate the extent of services rendered by the waitstaff, supervisor and restaurant managers to their patron-clients in terms of service procedural and service congeniality standards; and 4) determine the problems encountered by the managers of Malate-based restaurants in their bid to instil quality service. The researcher used the descriptive survey method of research to attain the objectives of the study.

Based from the results gathered, the respondents of the restaurant groups rated the extent of quality service in procedural components high but the patrons rated them only fair. In terms of congeniality components, all the respondents rated the extent of
quality service high. Communication and Supervision were the only two procedural components that yielded similar means among the body language, calling customers by their names, tact, and suggestive selling. Among the respondents group, the procedural components that were perceived differently were accommodation, anticipation, customer feedback, incremental flow of service, and timeliness. The congeniality components that also yielded differences in perception were: attentiveness, attitude, guidance, problem- solving, and tone of voice.

Results also showed that the first hypothesis which stated that, “No significant difference exists in the extent of quality service in Malate-based restaurants as perceived by patrons, waitstaff, and restaurants managers”, was rejected. Statistical treatment revealed that the perceptions of the three groups differed significantly to a large extent, with the patrons accounting for the most significant difference. The potential areas where service problems are likely to occur among the procedural components are in accommodation and anticipation’ and among the congeniality components, attentiveness, calling customers by their names, problem-solving, and suggestive selling. The restaurant managers and waitstaff shared perceptions that, in procedural terms, the extent of quality
service was rather high and in contrast, the patrons’ rating was just fair and implied warranted improvement. The restaurant managers and waitstaff rated their perception of quality service congeniality, also high. The patrons were in agreement but their score’s closeness to “Usually”, once more, implied the need for improvements.

The second hypothesis stated, “No significant difference exists in the general rating of the three respondents groups on service procedural and congeniality standards of

Malate-based restaurants”, was rejected when applied to the procedural components but accepted for the congeniality components.


Submitted to the University Library 08/04/2020 T-6038

Copyright © 2023. Cavite State University | Koha 23.05