Thesis Presentation

The Assessment of Service

Quality of Crazy Chef
Restaurant in Antipolo City: A
Basis for Recommendation
Towards Customer Satisfaction
Researchers:
Ebron, Johannah Mae G. Pablo, Ronald Joseph BSHM 702
Galang, Stefanie C. Villanueva, Justine Mae R.
CHAPTER 1

Introduction
The hospitality industry is observing diversified changes in a highly competitive environment
for restaurants. Consumers are becoming conscious of food quality, food service quality, and
the physical environment quality of restaurants.
Customer satisfaction comes with joy and happiness. Customer satisfaction comes from
customer expectations of service.
Customer satisfaction is the overall rating of the customer's experience. Customer satisfaction
is the response to meeting customer needs. (Rajput & Gahfoor, 2020).
Service quality is a measure of how a business performs its services in relation to customer
expectations.
CHAPTER 1

Crazy Chef Restaurant

 Background of the Study
Crazy Chef Restaurant Opened In October 2016 Before the pandemic, the average sales of Crazy Chef
located in Antipolo city. Approximately 60 square Restaurant on weekdays were 12,000 to 15,000 PHP and on
meters of space will be leased from one of the weekends, between 25,000 to 30,000 PHP. During the global
leading shopping malls in Antipolo- Robinson pandemic, the restaurant's approximate average daily sales are
Place. With 30 seats semi-fine dining. 12,000 PHP during the week and 30,000 to 40,000 PHP on
Saturdays and Sundays.
70% of the feedback is positive, while 30% is
The researchers chose Crazy Chef Restaurant because it is very
negative.
near and very accessible for the part of the researchers.
Issues: They are fit in this study because it has encountered various
Serving time, stock, service quality issues that has been affecting the satisfaction of
Food presentation, the customers
Maintaining food quality items, Find out how satisfied Crazy Chef Restaurant customers are
Lack of staff, and with the quality of service.
Customers waiting time. Possible recommendations the researchers may recommend
(Patchico, 2022) improving the customer satisfaction of Crazy Chef Restaurant.
Statement of the Problem
The following questions below are the research questions that the researchers attempt to
answer which this study aims to assess the dimensions of service quality that affects the
customer satisfaction and how the researchers will help Crazy Chef Restaurant maintain their
customers satisfaction.

This study attempts to answer the following questions:

1. What is the Demographic Profile of the respondents.

1.1 Age
1.2 Occupational Status
1.3 Monthly Income
2. How will the respondents rate the Crazy Chef's Restaurant in terms of the following
dimensions of SERVQUAL Model:

2.1 Reliability
2.2 Responsiveness
2.3 Empathy
2.4 Tangibles
2.5 Assurance

3. Which of the five (5) dimensions of SERVQUAL ranks the highest and lowest?

4. What are the recommendations on Crazy Chef Restaurant to help them achieve the
best quality service that can maintain and improve their customers satisfaction?
 Significance of the Study

The purpose of this study is to assess the service quality of Crazy Chef Restaurant using
the SERVQUAL Model and help Crazy Chef Restaurant on how they can maintain and
improve their service and increase the number of satisfied customers. The result of this
study will be a great contribution to the service quality and customer satisfaction of
Crazy Chef Restaurant. Furthermore, the result of this study would highly be significant
and beneficial for the following:
Current and Future Customer
The result of this study will be useful for the customers (current and future) to know if Crazy
Chef Restaurant provides a good quality of service.

Entrepreneurs
To the entrepreneurs, who would like to start a restaurant business. This study may help
them understand how service quality plays a vital role when it comes to restaurant
management and how it may affect the customers satisfaction.

Owner of Crazy Chef Restaurant

To the Owner of Crazy Cher Restaurant, the findings of this study will help the owner to
improve the service quality of his/her restaurant and what are the actions that are needed
to take for them to gain more satisfied customers and become more profitable.

Staff of Crazy Chef Restaurant

To the staff, this result of this study will help them improve their quality of service. It will
help them know that service quality plays a vital role in restaurant management, this will
also help observe the quality of service that they provide for their customers.

Future Researchers
This study would be helpful for the future researchers who would like to conduct the same
study and/or connect with this study and use the result of this research as their basis and
references.
Objective of the Study
This study aims to analyze customer satisfaction with the service quality of Crazy Chef
Restaurant in Antipolo City. Specifically, it aims to:

1. To rate Crazy Chef Restaurant based on the dimensions of SERVQUAL.

2. To rank the Five (5) dimensions of the SERVQUAL Model from highest to lowest.

3. To recommend strategies that will help Crazy Chef Restaurant improve its service quality
and improve satisfied customers.
Scope and Limitations
This study ought to cover the main objectives stated and will focus on the elements in the Crazy Chef
Restaurant dimension. This study will be conducted at The Robinsons Mall Antipolo, specifically in
Crazy Chef Restaurant.
The possible limitations of this study are about the possible matter of conflicts that may arise, it includes
current events, financial resources, location, time and we the researchers have no control of it.
One of the possible limitations of this study is the financial resources, since the researchers need to
statistically treat the gathered data.
Another limitation of this study the timing of this study since the researchers have limited time to gather
data, gathering data is very time consuming specially if the respondents are not enough to gather data
each day and this might affect the preparation of the study and make the preparation time shorter.
CHAPTER II

Review of Related Literature

Service Quality Customer Satisfaction Service Quality During SERVQUAL
COVID-19
Service quality is an attractive Customer satisfaction is SERVQUAL uses customer
assessment that reflects the measured by service During the COVID-19 expectations and
customers' perceptions of quality and the physical pandemic, many perceptions to help
dependability, assurance, environment. restaurants struggled to businesses identify
responsiveness, empathy, and Repurchase intention provide quality service to strategies to address the
tangibility; and significant ranks first among the their customers to
quality, whereas satisfaction is
most pressing issues.
three indicators of increase their (Sridharan, M. et al., 2021)
more careful and is influenced customer loyalty, which
by service quality, item quality,
satisfaction. These The SERVQUAL model is
means customers will results have implications used in this study to
and cost, as well as situational return to the restaurant
fragments and individual for restaurants' efforts to investigate the impact of
to eat. (Raquel, M., n.d.). develop and improve service quality, price, and
components. (Ok, S. et al.,
2018). Customers are more service quality and firm image on client
Customer perception of concerned with the customer orientation, satisfaction. The length of
employee performance has a overall experience and potentially trying to time a customer stays with
positive and significant impact value than with the assist them in identifying the company and the
on customer satisfaction and quality of the food. more effective strategic services provided to the
loyalty. Furthermore, customer Customers are approaches during and customer both have a
satisfaction influenced the link influenced by how they after the COVID-19 significant impact on
between customer perception are treated throughout pandemic. (Pan, H., & Ha, controlling service quality.
of employee performance and their dining experience. H-Y., 2021).
customer loyalty. (Budur, T. &
(Brucal, S., et al., 2022).
(Baluyot, DHM., et al.,
Poturak, M., 2021). 2021).
 Review of Related Literature

Demographic Profile

Age/generation - spends most of his/her money on food. Prefers quick service and casual dining
establishments.(Smart Survey, n.d.).
Income – this must be determined so that the restaurant knows how much to charge customers
ranging in income from high to low. (Smart Survey, n.d.).
Occupational Status - Distribution of resources, privilege, and prestige associated with positions in
the occupational hierarchy is reflected in occupational status, which is a key measure of
socioeconomic status (SES). (Occupational Status | Encyclopedia.com., n.d.).
Every aspect of your business plan is influenced by your target market. The restaurant should
understand how the target market will influence the development of business plan. (Tavares, R.,
2018)
Synthesis
The literature presented enables the researchers to provide relevant information that is
related to the study. With the help of the literature above, the researchers gain
knowledge and understanding that service quality has a very big impact on the
customer's satisfaction of a restaurant. The researchers were able to know the different
dimensions that are present in assessing the service quality of a restaurant.
Furthermore, the researchers were able to determine the importance of service quality
in customer satisfaction and customer loyalty as a means of sharing and gaining
knowledge about the issues that the researcher was trying to give solutions. Without
the mentioned articles and literature about the researchers study, the researchers will
not have a strong foundation that will support this research.
CHAPTER III

Theoritical Framework

Figure 1. SERVQUAL Model

 Conceptual Framework

Figure 2. Conceptual Framework (Input, Process, Output)

According to Canonizado (2021) Input, Process, Output model refers to the representation of all the factors that make
up a process. In the IPO diagram, it includes all of the materials and the information that are required in the process, the
specific details of the process itself, and the descriptions of all products and by-products anchored on the process that
took place.
CHAPTER IV

Research Methodology
This study applies a quantitative research method which is defined as is the process of
collecting and analyzing numerical data.
Descriptive research design is a quantitative research method that aims to describe the
situation, population and/ or phenomenon systematically and accurately. (McCombes,
2019).
This study will be done in Robinsons Mall Antipolo where Crazy Chef Restaurant is
located.
The researchers used judgement sampling method
Four-point Likert scale to indicate the respondent’s level of satisfaction on the service of
Crazy Chef Restaurant. 1 = “very dissatisfied” to 4 = “very satisfied”.
 Research Instrument
The researchers provide a survey for the respondents of this research. The survey is
consisting of the following:

1.Demographic Profile
It includes the Name (Optional), Age, Occupational Status and Monthly Income. The
researchers also included questions about their personal information.

2. SERVQUAL QUESTION
The questions that the researchers made are based on the five (5) dimensions of the
SERVQUAL Model which are Responsiveness, Reliability, Tangibles, Empathy, and
Assurance.

3. Place where Data Gathering are held

The researchers will assess the service quality of Crazy Chef Restaurant for the basis of
recommendations towards customer satisfaction In Crazy Chef Restaurant in Antipolo City. Since
Robinson Mall Antipolo is one of the biggest malls in Antipolo City, its population as determined by the
2020 Census was 887,399. This represented 26.65% of the total population of Rizal province (PhilAtlas,
2020)
 Population and Sampling

The researchers selected customers of Crazy Chef Restaurant who

experienced their dining services. Out of the 540 customers per week,
the researchers arrived at 111 customers as a representation of the
population size based on a 5% margin of error and a 95% confidence
level. A total of 111 customers of Crazy Chef Restaurant will be
randomly handed a survey questionnaire for them to be part of this
study.
DATA GATHERING PRODECURES
The researchers conducted procedures in reaching their respondents to gather enough data
and generate results from the data gathering.

First, the researchers will ask permission from the owner or supervisor of Crazy Chef
Restaurant to allow the researcher to conduct data gathering via survey questionnaires
The researchers first introduce their selves and ask the respondents if they can participate
in the study by answering the survey.
After data gathering, the responses of the respondents will be kept confidential as a form of
security of their information. After the researchers conducted the survey, all the responses
will be tallied and statistically treated by the assigned statistician to generate results.
DATA GATHERING PRODECURES
 CHAPTER V

Presentation and
Discussion of Findings

This chapter deals with the presentation, analysis, and interpretation of the data. The finding of this study
where in tabular form with its corresponding tables presented in chronological order based on the research
questions presented in the previous chapter, this is to give more accuracy on data presentation and
analysis.
1. Demographic Profile
 Table 1 Age Bracket Frequency Percentage
Ages of the Respondents

1.1 Age 21 - 30 43 38.74%

As shown in table 1, the

31 -40 33 29.73%
result shows that
majority of the
respondents are in the
age bracket of 21-30 41 - 50 15 13.51%
with a frequency of 43
(38.74%), followed by
age 31-40 with a
frequency of 33 50 - above 20 18.02%
(29.73%), 41-50 with 15
(13.51%), and 50 and
above with 20 (18.02%). Total 111 100.00%
 Table 2 Occupational Status Frequency Percentage
Occupational Status of the
Respondents

1.2 Occupational
Unemployed 6 5.41%

Status
Student 19 17.12%

As shown in table 2,
the result shows that
Employed 64 57.66%
majority of the
respondents are
employed with a
frequency of 64 Self-employed 17 15.32%
(57.66%), student
with 19 (17.12%), self-
employed with 17
(15.32%), unemployed Retired 5 4.50%
with 6 (5.41%), and
retired with 5 (4.50%).
Total 111 100.00%
 Table 3 Monthly Income Frequency Percentage
Monthly Income of the
Respondents
0 - 10,000 18 16.22%

1.3 Monthly Income

10,001 - 20,000 18 16.22%

As shown in table 3, the

result shows that majority 20,001 - 30,000 26 23.42%
of the respondents has a
monthly income of 30,000
and above with a frequency
of 30 (27.03%), 20,001 to 30, 000 - and above 30 27.03%

30,000 with 26 (23.42%), 0

to 20,000 with both 18
(16.22%), and 19 (17.12%) Not Applicable 19 17.12%
says that this does not
applicable to them.
Total 111 100.00%
2. Ratings of the Five (5)
Dimensions of SERVQUAL
Model
 2.1 Reliability
Table 4
Rating of the Respondents on Reliability

This implies that the respondents are very satisfied with the reliability of Crazy
Chef's Restaurant having an overall mean of 3.550 and a standard deviation of
0.590.
 2.2 Responsiveness
Table 5
Rating of the Respondents on Responsiveness

This implies that the respondents are very satisfied with the
responsiveness of Crazy Chef's Restaurant having an overall mean of
3.526 and a standard deviation of 0.652.
 2.3 Empathy
Table 6
Rating of the Respondents on Empathy

This implies that the respondents are very satisfied with the empathy
of Crazy Chef's Restaurant having an overall mean of 3.604 and a
standard deviation of 0.553.
 2.4 Tangibles
Table 7
Rating of the Respondents in Tangibles

This implies that the respondents are very satisfied with the
tangibles of Crazy Chef's Restaurant having an overall mean of
3.486 and a standard deviation of 0.669.
 2.5 Assurance
Table 8
Rating of the Respondents on Assurance

This implies that the respondents are very satisfied with the
assurance of Crazy Chef's Restaurant having an overall mean of 3.526
and a standard deviation of 0.597.
3. Ranking of the Five
(5) Dimensions of
SERVQUAL Model
Table 9
Ranking of the Five (5) Dimensions
Ranking of the Five (5) Dimensions
Dimensions Mean Rank

Reliability 3.550 4

Responsiveness 3.526 2.5

Empathy 3.604 1

Tangibles 3.486 5

Assurance 3.526 2.5

 CHAPTER VI

Conclusions and
Recommendations

This chapter presents the research summary, conclusion and recommendation of the whole study.
 Summary
This study is sought to answer the following: (1) What is the demographic profile of the respondents in
terms of age, occupational status and monthly income. (2) How will the respondents rate the Crazy Chef
Restaurant in terms of the following dimensions of SERVQUAL Model: Reliability, Responsiveness,
Empathy, Tangibles. (3) Which of the five (5) dimensions of SERVQUAL ranks the highest and lowest. (4)
What are the recommendations on Crazy Chef Restaurant to help them achieve the best quality service
that can maintain and improve their customer satisfaction?

Descriptive research approach was used by the researchers to identify and address the research
problems, a paper survey was administered and used to gather data.

This study used purposive or judgmental sampling method because during the data gathering, the
researchers only choose their respondents based on their knowledge and credibility, it is to avoid bias
and data gathering,
1. Demographic Profile

Mostly of the respondents are in age bracket between 21-30 years old of the respondents who
mostly visits the Crazy Chef Restaurant, with a frequency of 43 and a percentage of 38.74%,
Lastly 41-50 years old with a frequency of 15 and a percentage of 13.51%.

Occupational Status

Mostly of the respondents are employed with a frequency of 64 and a percentage of 57.66%
Least number of respondents are retired with a frequency of 5 and has a percentage of 4.50%.

Monthly Income

Majority of the respondents has a monthly income of 30,000 and above with a frequency
of 30 and a percentage of 27.03%,
0-10,000 and 10,001- 20,000 has the same results both has a frequency of 18 and a
percentage of 16.22% and lastly those respondents who said that it is not applicable to
them and don’t want to disclose their income, with a frequency of 19 and has a
percentage of 17.12%.
2. How will the respondents rate Crazy 3. Which of the five (5) dimensions of
Chef Restaurant in terms of the SERVQUAL ranks the highest and
following dimensions of SERVQUAL lowest.
Model:

As for Tangibles, the overall result of this dimension in In most of the dimension of the SERVQUAL Model, the
verbal interpretation is “Very satisfied” with a mean of respondents are “Very Satisfied” with the quality of
3.486 service of Crazy Chef Restaurant, but all of the
As for reliability, the overall result of this certain dimension needs improvement in order to give a
dimension in verbal interpretation is “Very Satisfy” with valuable service and if not maintain increase their
a mean of 3.550 satisfied customers.
As for responsiveness, the overall result of this For tangibles, the result puts them in fifth ranking which
is the lowest in ranking the dimensions with a mean of
dimension in verbal interpretation is “Very satisfied”
3.486
with a mean of 3.526
The empathy that ranks at first with a mean of 3.604
As of assurance, the overall result of this dimension in
verbal interpretation is “Very satisfied” with a mean of
3.526
As for empathy, the overall result of this dimension in
verbal interpretation is “Very satisfied” with a mean of
3.604
 Conclusion
The researchers conclude that service quality and customer satisfaction play hand and hand, meaning
they are connected to each other and play a vital role in a service provider establishment. One of the
gaps of this study is that Crazy Chef Restaurant has issues when it comes to their service that affects the
number of satisfied customers

The basis that the researchers used is enough to support their study in proving the real purpose of
service quality in a service establishment, the framework helps the researchers connect service quality
and customer satisfaction which led them to know that having a good quality of service can increase
their satisfied customers of Crazy Chef Restaurant, by the used of paper face-face survey as a material
for data gathering, the researchers observe how the respondents evaluate the service of Crazy Chef
Restaurant.

It is shown based on the findings of this study most of the customers are very satisfied in every
dimension of service quality of Crazy Chef Restaurant based on overall verbal interpretations of the
result. Empathy stands more as it is at the top of the rankings, this only shows that Crazy Chef
Restaurant really provides good service quality but in terms of the result, some of the customers are not
satisfied with their service, meaning they still have to improve their service quality in order to increase
the number of their satisfied customers based on the suggested recommendations of the researchers.
 Recommendations

These are the suggested recommendations of the researchers to improve the service quality of Crazy Chef
Restaurant and also to improve the number of satisfied customers of CCR.
 Tangibles
The staff should wear restaurant uniforms
appropriately and properly.
The staff needs to be presentable in front of their
customers fixing the hair, makeup, and accessories
while following workplace guidelines will make a
good appearance for the restaurant.
Re-decorate the physical features of the restaurant
into visually appealing designs that will make the
customers comfortable
Maintain the beauty of the restaurant by changing
the badly conditioned chairs and tables
 Reliability
The restaurant should always focus on providing
their promised services for their customers, including
serving fresh and hot dishes straight from the
kitchen,
Ensuring a reliable service, it is important that the
restaurant and its own staff develop processes that
standardized the experience no matter who is
working on a given day or at night.
In terms of marketing their products and services, the
restaurant must ensure that their products and
services are worth the price
 Responsiveness
In terms of responsiveness, the employees of Crazy
Chef Restaurant should be consistent in giving the
customers what they need
Employees should be given the responsibility of
handling customer complaints because it is the most
efficient and cost-effective way to resolve a problem
Providing a fast service for their customers, by
responding quickly on customer request and their
willingness to assist their customer
 Assurance
Putting enough security cameras not only for the
safety of the staff but also for the safety of their
customers
Proper training for the new staff
The staff must assures the customers that they are
knowledgeable with it and it helps increase the
customer satisfaction of Crazy Chef Restaurant.
 Empathy
The employees of Crazy Chef Restaurant need to
be more empathic when it comes to customers’
specific needs.
Managing customer complaints by apologizing
to their customer right away and taking
appropriate action as soon as possible
They should care for the health of the customers
by providing enough disinfectant and sanitizing
the tools and equipment and also the whole
premises
 For the Future Researchers
In conducting data gathering, they can use the
research instrument of this study as this was based
on the SERVQUAL Model where restaurant and other
service provider establishment uses this to know the
quality of their service since this is the most effective
framework when studying the service of an
establishment. For better and more accurate results,
for future researchers, it is recommended to have a
large number of respondents.
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Thank
you!
GOD IS GOOD! AMEN.