NORZAGARAY NATIONAL HIGH SCHOOL – SENIOR HIGH SCHOOL

Technical Vocational Livelihood Strand

The Relationship Between Food Quality and Customer Fulfillment in

Kangay Restaurants in Norzagaray, Bulacan

A Research Paper Presented to the Faculty of Senior High School

Department Norzagaray National High School Norzagaray, Bulacan

In Partial Fulfillment of the Requirements for the Subject

Inquiries, Investigation, and Immersion

Prepared by:

Group Leader:

Castillo Chester Charles B.

Group Members:

Capistrano Jeremie T. Noynay Jeffrey R.

Frias Jaira O. Salazar Myca E.

Lotino Winnie A. Santos Aicell May SF.

Mendoza Justine A. Vicente Ralph Aaron F.

Naval Shane Ashley S.

TECHNICAL VOCATIONAL LIVELIHOOD STRAND

APRIL 2024

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Food quality is crucial in large-scale food production and processing, as

well as in situations where freshly produced food is presented. It is also

significant in domestic settings. Many foods were processed at home in the past.

Technological and processing advancements, rising per capital incomes and

purchasing power, and rising consumer demand have resulted in the production

of a wide range of processed food items, health food, and functional food

products. Such foods' safety must be evaluated. Food quality, both raw and

processed, is a public health hazard that needs to be addressed. Over the last

ten years, concerns about food safety and quality have increased, and the

challenges with safety that India and the rest of the world face have evolved

dramatically enormous significance. (Ahmadabad, 2020)

This customer fulfillment employee is responsible to follow this order from

A to Z. Understanding and able to communicate with the man at the loading dock

but also with the sales managers etc. Like a spider in the web keeping contact

with the different departments , production, supply, logistics, sales, finance and of

course the clients. Making sure that if the product is in another coun2try to import

this product in time for the client doing this together with with supply chain. Or

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keeping in-touch with production if the product will be ready in time for the client.

Organizing with logistics so the trucks will be available to load the product.

(Romeo Guiseeppe,2021)

The positive association of food quality, restaurant and customer

fulfillment with revisit intention of customers at fast food restaurants. Additionally,

word of mouth is investigated as moderator on the relationship of food quality

and customer fulfillment with revisit intentions of customers at fast food

restaurants. The results confirmed the positive association of food quality,

restaurants and customer fulfillment at fast food restaurants. However, word of

mouth does not positively moderate the relationship of customer fulfillment with

revisit intentions of customers at fast food restaurants. (Manajemen Bisnis,2020)

The purpose of investigating the relationship between food quality and

customer fulfillment in selected restaurants is to understand how the perceived

quality of food influences customer fulfillment and overall fulfillment. This

research aims to provide valuable insights for restaurant owners and managers

to enhance their offerings and improve customer experiences. The problem

addressed by this study is the need to explore the impact of food quality on

customer fulfillment within the restaurant industry. Understanding the connection

between the two variables can help identify areas for improvement, guide menu

development, and contribute to the overall success and competitiveness of the

selected restaurants.

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Background of the Study

Due to the growing demand for food products that are healthier and more

nutritious, governments, experts, and consumers have recently focused a great

deal of attention on food quality. Food quality is now evaluated using a variety of

difficult, destructive methods that have poor analytical performance, which

highlights the pressing need to create new analytical methods. The introduction

of various digital technologies and other innovative technological advancements

are propelling the Fourth Industrial Revolution, also known as Industry 4.0,

forward at an exponential rate. A new concept known as "Food Quality 4.0"

refers to the quick, accurate, and objective evaluation of food quality through the

application of Industry 4.0 technology in food analysis. We will start this

examination by going over the foundations and principles of Food Industry 4.0

technologies and how they relate to the idea of Food Quality 4.0. After that, a

quick recap of the most widely used methods will be given, followed by a

discussion of the developments in analytical methods for evaluating food quality

in the context of Industry 4.0. (Abdo Hassock et, al 2023)

According to (Romeo Guiseppe Hesling 2021) It is my responsibility as a

Customer Fulfillment Representative - Supply Chain to oversee the whole Order

to Cash (OTC) process in conjunction with Production, Supply, Sales, and

Operations to ensure that the finished product is delivered on time and meets the

expectations of the customer. Additionally, to ensure that the bills are paid on

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time so that the business may expand. Order fulfillment, often known as

customer fulfillment, describes the business techniques used to provide goods

and services to customers. It's time to update (or develop) your fulfillment plan if

your company is expanding for the first time, or if years of consistent growth are

beginning to put your organization's order fulfillment capabilities to the test.

Logistic Services Saddle Creek (2024)

The relationship between customer happiness, food quality, service

quality, and behavioral intentions in hotel restaurants were empirically

investigated in this study. In particular, this study examined the moderating effect

of customer fulfillment in hotel restaurants as well as the direct effects of the

quality of food and service on customer fulfillment and behavioral intentions,

using hierarchical regression models. This study demonstrated, as predicted, that

customer fulfillment and behavioral intentions are positively and significantly

impacted by food and service quality. According to this study, providing excellent

employee service can have a greater positive impact on customer fulfillment ,

intentions to return, and recommendations for hotel restaurants. Furthermore, in

hotel restaurants, ensuring customer fulfillment is especially dependent on

serving high-quality food. In conclusion, the findings demonstrated that

behavioral intention is significantly predicted by customer fulfillment , acting as a

mediating factor (Ahmed Gamal 2019).

In the food industry, there is a critical relationship between `customer

fulfillment and food quality. Excellent food quality improves the entire dining

experience, which frequently results in higher customer happiness and fulfillment.

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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Customers are more likely to feel content and satisfied with their meal when they

receive tasty, freshly cooked food, and this can result in repeat business and

recommendations from others. However, low-quality food can lead to

dissatisfaction, bad press, and a drop in customer fulfillment , all of which may

affect a company's ability to succeed. As a result, keeping food quality excellent

is crucial to ensuring client satisfaction and loyalty.

Conceptual Framework

This study will utilize the Predictor Variable and Criterion Variable (PC) Model to

illustrate the Relationship between food quality and customer fulfillment.

PREDICTOR VARIABLE CRITERION VARIABLE

Food Quality
Customer Fulfillment

Figure 1: PC Model

On the figure above, illustrates the conceptual framework used in this

study. The predictor variable, is the Food Quality, while the criterion variable, is

the Customer Fulfillment.

The restaurant industry is highly competitive, making it crucial for

businesses to prioritize customer fulfillment in order to survive in the long run.

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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Fulfilled customers can act as valuable communication resources for a

restaurant, without any additional cost to the business. Service quality and

product quality are two of the key factors that determine the levels of customer

fulfillment in the food and beverage industry. Shah Kamal et, al (2019)

Statement of the Problem

This study aims to determine the food quality and customer fulfillment

specifically. This study seeks to answer the following questions:

1. How does food quality affect the customer in terms of:

1.1 Appearance

1.2 Taste

2. How may the customer fulfillment be described in terms of:

2.1 Price

2.2 Expectation

3. Is there a significant relationship between food quality and customer

fulfillment?

Null Hypothesis

There is no significant relationship between Food Quality and Customer

Fulfillment

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Scope and Delimitation

This study will focus on the relationship between restaurant food quality

and customer fulfillment . This will be measured through the restaurant customer

fulfillment questionnaire made by Form site. The respondents of this study will

be the Customers of Kangay Restaurant,in Norzagaray,Bulacan in 2024. This

study will be conducted at Kangay Restaurant , Norzagaray,Bulacan. The

necessary data will be collected through a survey questionnaire comprised of two

parts, which are Factors Affecting Customer Fulfillment and Food of Quality

Presentation, The main goal of this study is to examine and understand how the

various dimensions of food quality impact the overall customers fulfillment . This

study aims to identify factors contributing to customer fulfillment and provide

insights that can guide improvements in food standards at the restaurant.

Significance of the Study

This study will be conducted on the premise that the results will be

beneficial to restaurant owners customers food suppliers, and future researchers

Customers. This study may help customers make better dining choices, so it

can enhance their eating experiences and raise their satisfaction, by evaluating

the food quality and customer fulfillment in a chosen sample of restaurants.

Restaurant owners. This study findings can assist managers and owners of

restaurants in finding areas where food quality as well as customer service can

be enhanced and will improve customer fulfillment and lead to positive feedback

and recommendations.
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Food suppliers. This study can help suppliers of ingredients to the chosen

restaurants understand how important it is to provide ingredients of the highest

quality which can enhance consumer fulfillment overall and lead to in greater

trust with restaurants.

Future researchers. Future researchers will benefit from this study since it

provides a fundamental understanding of the relationship between food quality

and customer fulfillment.

Definition of Terms

The understanding of the terms used in this study is necessary in order to

establish adequate channel of communication between the researchers and the

readers.

Appearance - is just as significant as its flavor and taste. A dish's

presentation determines its success. Put more simply, the visual look of food

tastes like it has been prepared well or poorly. The appearance of food in a bowl

is what attracts our attention and entices us to try it. Thus, we might conclude

that meal presentation is important. Shweta, (2021). In general, "appearance"

refers to how something or someone looks or presents itself. It covers observable

traits like style, character, and mannerisms in addition to physical characteristics

like size, shape, color, and texture.

Customer fulfillment - Often known as customer fulfillment, describes

the business tactics used to deliver goods and services to customers. It's time to

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update (or develop) your fulfillment plan if your company is scaling for the first

time, or if years of consistent growth are beginning to put your organization's

order fulfillment capabilities to the test. Elise Dopson, (2023) Costumer

fulfillment refers to the process of receiving, processing, and delivering orders to

customers in the context of supply chain management. It includes the steps of

receiving inventory shipments, storing them, processing orders, shipping the

products, and managing returns

Expectations - are beliefs about how things will turn out. They can

influence events and encourage goal-directed behavior. However, they can also

cause disappointment when expectations are not met.

Food Quality -Taste, presentation, freshness, temperature, nutrition, and

menu variety are all considered aspects of food quality.(Amer et,al 2020)

Typically, food quality operations involve making sure that food

products are produced, processed, stored, and distributed in a way that ensures

their safety, freshness, and nutritional value.

Price - the term "price" refers to the amount of money charged for a

particular item or service. For instance, a piece of clothing has a specific cost,

while a computer professional may charge a fee to repair your computer. Prices

are relevant to both goods and services. However, the definition of prices goes

beyond just the cost of a product or service. (Karl Montevirgen 2023). The

amount of money or value that must be given or exchanged to acquire a product,

service, or asset. It is the monetary value assigned to something, reflecting its

perceived worth in the market. Prices are determined by various factors such as
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supply and demand, production costs, competition, and market conditions. Prices

can fluctuate over time due to changes in these factors and other external

influences. Additionally, prices can be influenced by factors like brand reputation,

quality, and consumer preferences

Taste - taste is one of the sensory systems that contributes to our

perception of flavor. When we discuss taste, we're discussing how we perceive a

substance that interacts chemically with our sense of flavor and receptor cells in

our mouths. Louise, (2022). Making sure food products have the intended flavor

profiles and taste expectations is known as taste. This covers things like creating

recipes, obtaining ingredients to ensure consistency in flavor, using culinary skills

when preparing meals, conducting sensory analyses, and analyzing consumer

feedback.

Review of Related Literature

Food Quality

According to Thi Kim Anh Luong et, al (2022) it is well known that one of

the key elements influencing patron satisfaction in restaurant operations is food

quality , there is currently a dearth of study on buffet restaurants. In order to (1)

identify the most significant Food Quality characteristics, (2) determine the

relationship between Food Quality dimensions and customer Fulfillment, and (3)

determine the relationship between the total Food Quality and customer

satisfaction, this study concentrated on diners' perceptions of buffet restaurants

in Vietnam. An online poll that was self-administered yielded 143 valid replies in
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total. According to the respondents in this study, the most significant factor is

food freshness, which is followed by food taste, food presentation, menu

diversity, food temperature, and healthy food selections. The only feature of the

six Food Quality dimensions that have been assessed that has a meaningful

relationship with customer happiness is food temperature, according to the

results of regression and correlation analysis. However, client satisfaction was

greatly enhanced by the overall Food Quality. It was recommended that owners

of this kind of restaurant should focus on food temperature in particular, which is

something that is sometimes disregarded in other types of establishments, in

addition to Food Quality.

Based on the study Addie Lewis (2022) the experience of enjoying the

flavor of our food is influenced by a multitude of elements and is something that

most people go through on a daily basis. It consequently has a significant impact

on our eating patterns. In the end, our ability to taste influences a wide range of

important aspects of food production, consumption, and acquisition. There are a

lot of things that might influence your taste, and a lot of food manufacturers try to

make their products as tasty as possible. It's critical to comprehend the many

taste profiles if you want to produce food items for the market.We will discuss the

significance of taste in food and drink in several contexts in this post. We will

provide an outline of the various kinds of taste and how they function, as well as

instructions on how to perceive taste and an examination of the motivation

behind taste.
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According to Anviti Gupta et, al (2019) the purpose of this research is

to develop a conceptual model that illustrates how dining environments and food

quality affect consumers' perceptions of value, feelings about their consumption,

and intentions to return to fast-casual restaurants. Design: This study looked at

the relationships between the following constructs: positive consumption

emotions, perceived value, food quality, dining atmospherics, and re-patronage

intentions. Methodology and Approach: Three fast-casual restaurants in a heavily

populated urban town in north India provided the data for this study. Customers

in the restaurants were given a self-administered questionnaire at random to

record their perception, feelings, and intended behaviors. Subsequently, factor

analysis and structural equation modeling were used to analyze the gathered

data. Results: It was discovered that perceptions of food quality and dining

atmospheres were significantly correlated. Furthermore, food.

Based on Oscar Hengxuan Chi et al (2020) with an emphasis on the hotel

sector, the study examines applications driven by artificial intelligence as a for-

profit service. This study looks into how artificial intelligence and personnel

service quality affect customer happiness and loyalty from the viewpoint of the

customer. The study, which involved several hotels in Portugal, concentrated on

departing visitors who had used both artificial intelligence and staff services

connected to the hotels that were evaluated. The findings demonstrate that

considerable variations in customer happiness and loyalty as well as total service

quality rating may be explained by both artificial intelligence and employee

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service quality. Only a few service quality factors, meanwhile, contributed

distinctive differences to the desired results. artificial intelligence turns negative

and becomes negligible when both employee service quality and artificial

intelligence are regressed in the same equation. This research supports research

on customer loyalty and artificial intelligence. The study's conclusions offer

valuable information about the best way to allocate resources while also having

financial ramifications for hotels.

Based on (Yue-Ping et, al 2019) In food services, the practice of "double

branding" ensures the quality of the product. This study examines the

relationship—particularly with regard to fast-food restaurants—between

consumers' views and attitudes toward establishments that use the food

traceability system, brand image, and purchase intentions. This study aims to

explore how attitudes toward brands and purchase intentions in fast-food

restaurants are influenced by the perception of adopting food traceability system.

A questionnaire was used to gather information from three Mosburger fast-food

outlets in Taipei, Taiwan. Convenient sampling was used to get data. A total of

360 customers were requested to complete a questionnaire, and 301 valid

responses were gathered. Three factors can influence the perception of food

traceability system adoption: timing, fit, and motivation. The role of fit and timing

important roles at shaping both brand attitude and purchase intention, with brand

image acting as a major mediating factor in the development of buy intention.

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food traceability system is a useful corporate social responsibility approach for

fast-food restaurants to establish safe and healthy images in light of disease and

terrorism threats. Advertisers for fast-food restaurants can strengthen their brand

by showcasing emotional benefits like product safety and healthiness.

Customer Fulfillment

According to Ukurta Tarigan (2019) One shrimp feed manufacturing firm

has four physical distribution networks: PT. JWL, CV; PT. SWS; PT. BWP. WS.

The company's logistics issues prevent it from fulfilling client orders in a timely

and accurate manner. The company's ineffective distribution, transportation, and

inventory management systems are to blame for this. Setting safety stock is the

process used to address inventory issues. Utilize distribution need planning,

reorder points, and order frequency calculations to address distribution issues.

After a number of processing and problem-solving stages, it is determined that

the firm has to meet a total of 10.502.308 kg with 132,860 tons in safety stock.

Tampa, Fla. (2021) stated that he people of Central Florida now have

access to a fresh, cutting-edge purchasing experience as e-commerce keeps

growing. With a ceremonial ribbon-cutting to commemorate its grand opening,

the Kroger Ocado Customer Fulfillment Center opened a new market for the

biggest grocery store in the country. For the project, Ryan was the principal

engineer, builder, developer, and architect. The national full-service provider of

commercial real estate solutions, having been chosen to design and construct

the first Ocado automated warehouse outside of Cincinnati, Ohio, struck up a

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conversation with Kroger. Ryan's integrated strategy, which strengthens the bond

between design and construction, was crucial to completing this project on

schedule. Director of Industrial Business Development Bob West stated, "The

comprehensive menu of service offerings provided under Ryan's umbrella will

allow us to innovate and drive change in this critical sector for years to come. E-

commerce is fueling a surge in demand for automated warehouse facilities that

are equipped to meet the fast-changing needs of grocers and F&B providers."

Based on Romeo Guiseppe Hesling (2021) it is my responsibility as a

Customer Fulfillment Representative - Supply Chain to oversee the whole Order

to Cash process in conjunction with Production, Supply, Sales, and Logistics to

guarantee that the finished product is delivered on time and meets the

expectations of the customer. Additionally, to ensure that the bills are paid on

time so that the business may expand. What is customer fulfillment, then, since

it's a popular topic these days and I don't think everyone understands what it is or

what we can do for them? The majority of people associate customer service

with someone who answers calls and assists with client inquiries. That's one

aspect, and it's a lovely job, but there's also the customer service (Manager,

Coordinator, Specialist, or Representative) who handles the entire order-to-cash

process. starting to enter the client's order into a system such as Salesforce,

SAP, etc. It is the employee's responsibility to follow this order from A to Z in

client fulfillment. Perceptive and capable of interacting not just with sales

managers and other staff members but also with the man at the loading dock.

Maintaining communication with the various departments—production, supply,

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logistics, sales, finance, and, of course, clients—is like to a spider weaving a

web.

According to Sarah Hippold (2020) business executives are frequently

forced to make judgments based on partial information. CEOs use the facts at

hand to make choices. Leaders in data and analytic leverage incomplete data to

generate value for the company. Leaders in customer fulfillment make decisions

on how to provide consistently excellent customer service while adjusting to the

growing shifts in customer expectations. Leaders in client fulfillment face this

problem on a constant basis. However, during periods of disruption or a "turn,"

such as recessions, trade conflicts, or new rules, these decisions become more

difficult and provide unique obstacles.

V. V. Makarov (2024) stated that try to. Enhancement of the enterprise

business process management through the provision of systematic instruments

for determining the feasibility of meeting client needs prior to signing a contract

for the supply of goods or services. Goals. To examine the approaches to

enterprise business process management that are currently available in the

scientific literature; to identify the control points of end-to-end business process

management; to take into account the peculiarities of applying qualitative and

quantitative types of risk analysis; and, based on the results of the research, to

develop a methodology for evaluating the enterprise's ability to meet customer

requirements. Techniques. The process of evaluating the likelihood of meeting

customer needs is examined in the article as a component of the enterprise's

end-to-end business process management. Various management techniques to

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risk analysis are implemented at the main control points of the business process

management system, which are determined with the help of general scientific

and specialized economic and statistical procedures like analysis, synthesis, and

comparison. The merits and disadvantages of risk analysis methodologies are

presented, together with the trends that characterize their current status and

growth.

Food Quality and its Relationship to Customer Fulfillment

Based on Mara Georgescu (2019) Everybody's nutrition is primarily

focused on a basic food that supplies the nutrients required each day. Through

their primary components, meat products aid in the repair of damaged tissues,

the growth of human body cells, and preserve your health and ability to work. For

the fulfillment of the expanding and varied needs required for a modern diet,

there are many different dietary options available today. This market research's

objective was to determine consumer preferences with regard to the

consumption of meat products. Consumer research is part of the study and is

based on a questionnaire, which was finished through in-person interviews.

People were among the respondent target group respecting a certain gender

equality, including people from urban and rural areas, youth, adults, and retirees.

Beginning with Several working hypotheses have been developed in order to

assess the veracity of these objectives. The findings indicate that there are some

differences in how people view and are interested in food safety and quality. The
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although food safety is a concern for consumers, it is not given priority when

making food purchases. features as well as the purchase process's underlying

cost. consumers' overall dining satisfaction and the quality of their meal

experiences.

Jianshan Sun et.al (2020)This study investigates the relationship between

We suggest a nonlinear relationship between the quality of the meal experience

and the fulfillment of customers who dine, based on the negative bias theory.

Additionally, we look into the ways in which restaurant price influences the

nonlinear relationship between the quality of the food experience and the

happiness of the patrons. The suggested theories are supported by the threshold

model's results, which were obtained using 10,950 online reviews of 219 eateries

on Dianping.com. According to the findings, there is a curvilinear relationship

between dining satisfaction and food experiential quality and the decreasing

nonlinear return turning points for high-priced restaurants. In theory, our research

adds to the body of knowledge by examining the nonlinear relationship between

food experience quality and patron eating satisfaction in the hospitality sector.

both taking the boundary condition into account and viewing things via the prism

of negative bias. Our results practically imply that restaurant managers can raise

customer fulfillment by paying attention to the meal experience quality of their

patrons and improving the way they handle patrons with subpar food

experiences. Additionally, restaurant management should offer a high standard

of food experience quality if the restaurant's price is high.

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Mohamad Rizan et.al (2022)Customers of Masalalu Café Rawa Domba

Jakarta will be the subjects of this study, which will examine the relationships

between customer fulfillment and food quality, customer loyalty and cafe

atmosphere, and customer fulfillment and food quality. A questionnaire form was

utilized by the researcher to gather data, and 200 respondents made up the

sample for this study. The researcher utilized Lisrel version 8.8 and SPSS

version 26 to cultivate and analyze the data. The study's findings demonstrate a

strong and positive correlation between patron pleasure and the cafe

atmosphere. Customer fulfillment is positively and significantly impacted by food

quality as well. However, the ambiance of the cafe and the caliber of the cuisine

don't really affect how loyal customers are. Despite this, client satisfaction has a

substantial and favorable impact on the loyalty of customers.

Mohd Farid Shamsudin et.al (2022) The significance of the consumer in

strategic marketing is examined in this essay via the lenses of customer loyalty

and happiness. Customers should be more than just buyers of goods and

services to be taken advantage of for financial gain, as is the case with the role

that customers play for enterprises in the twenty-first century. One of the 21st

century's commercial challenges is that clients need to be strategic partners.

customer fulfillment and loyalty strategies. The major goal is to lay the conceptual

groundwork for understanding how a business may increase customer happiness

and loyalty. At least 70 journals and more than 100 excellent publications are

reviewed. Managers can get the fundamental conceptual understanding of the

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strategy to attain client happiness and loyalty because it influences the

company's financial performance.

Ching Chan Cheng et.al (2019) customers in the fast food industry are

frequently short-lived and unaffected by bad news. Thus, this study questions if

consumer behavior in the fast food business is influenced by any additional

significant characteristics. trends that validate this outcome. This study attempts

to incorporate factors associated with fast food. features of the market, like

frequency of consumption, perceived cost, and ease of use, to suggest an

integrated model of the fast food industry's consumer loyalty and satisfaction,

and apply connection inertia as the go-between to identify the key elements

influencing customer happiness and devotion in the fast-food sector. 594 useful

questionnaires were gathered for this study, and they were utilized To validate

the study model's many path relations, structural equation modeling was utilized.

The research outcome revealed that additionally Customer loyalty will also

benefit from being positively impacted customer fulfillment be more affected by

the inertia of client relationships. In the connection between client happiness and

Inertia in customer relationships and client loyalty is a crucial mediator.

Furthermore, perceived cost has a adverse effect on relationship inertia and

client satisfaction. Convenience will increase client contentment. Frequency of

consumption will improve the inertia of client relationships. Lastly, this research

intends to give the fast food business the study's findings as a model for

improving the consumer loyalty plan.

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Synthesis of Review of Related Literature and Studies

CHAPTER II

RESEARCH METHODOLOGY

The researchers’ data collection and gathering process was explained in

this chapter. It covers the research design, the study instrument, the research

participants and the research procedure

Research Design

The researchers will utilize the descriptive research design which is also

characterized by a survey. Descriptive research aims to accurately and

systematically describe the population, situation, or phenomenon.

Pritha Bhandari (2023) stated that a correlational research design is used

to investigate the relationship between variables without the researcher

controlling or manipulating any of them. This kind of research helps us

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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understand the strength and direction of the relationship between two or more

variables. The direction of a correlation can be either positive or negative.

Research Instruments

This study employed a survey questionnaire.The first part of the

questionnaire is composed of 10 statement about Food Quality which is in terms

of taste,appearance and price,expectation . Meanwhile,the second part of the

questionnaire are 10 statements about Customer fulfillment.Both of these parts

are answerable by a five-point Like scale.The survey questionnaire used by the

research was adapted from the works of. The researcher distributed the survey

questionnaire to the targeted customer in ordered to collect the necessary data to

complete the study.To analyze the level of the food quality and customer

fulfillment,the following indicators were used:

5-Strongly Agree

4-Agree

3-Neutral

2-Disagree

1-Strongly Disagree

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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Research Participants

The researchers utilized convenience sampling method which is characterized by

Samuel J. Stratton (2021). Non-probability sampling, or convenience sampling,

is frequently employed in qualitative and clinical research. Typically, this kind of

sampling chooses clinical cases or subjects who are nearby a facility (like a

hospital), a database of medical records, an online platform, or a customer list.

The motive of study participants influences convenience sampling in qualitative

research. This adds bias in the study related to motivation. Participation may be

motivated by a desire to strengthen one's particular beliefs, to voice a

dissatisfied point of view, or by a curiosity in the study issue. The respondents

of this study are selected from the 240 customers of Kangay restaurant on April

3 2024. From this, 30% are selected which is equivalent to 72 customers which

served as the respondents of this study.

Data Gathering Procedure

The survey questionnaire prepared by the researchers is adopted from

FORMSITE and RESEARCH GATE. The research instrument was validated by

Mrs. Leonida S. Casuco, Mrs. Alieneth Grace G. Garcia, and Mrs. Camille DG. San

Diego. After the validation and establishment of the instruments, the researchers

asked the permission of Mrs. Abelina A. Dela Cruz and Mrs. Donnabelle G. Cruz,

the OIC of Norzagaray National High School Senior High School Department, to
The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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conduct their research. After the permission was granted, the researchers started

to conduct (the research though survey questionnaires to the target participants.

The researchers explained the importance of the study and clarified the words so

that the respondents will be able to comprehend and respond to the survey

questionnaire with comprehension. Researchers guided the respondents to answer

with honesty and respect. After the researchers gathered the necessary amount of

response, the researchers proceeded to examine and analyze the data to advance

to the research findings.

Statistical Analysis

The data gathered was subjected to statistical treatment in order to answer

the questions raised in this study.

Table 1- Statistical Matrix

Variable Statistical Tool

1.How does food quality affect the Weighted Mean

customer in terms of:

1.1 Appearance

1.2 Taste

2. How may the customer fulfillment be Weighted Mean

described in terms of:

2.1 Price

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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2.2 Expectation

3. Is there a significant relationship Pearson r Correlation

between food quality and customer

fulfillment?

The table above lists the statistical procedures that the researcher used to

examine the data. These procedures guarantee that the information is computed

in a sensitive and reliable manner.

Table 2- Legend

Range Interpretation

5 Strongly Agree

4 Agree

3 Neutral

2 Disagree

1 Strongly Disagree

The usual table for interpreting the weighted mean was provided above the

will be legend, which will include the specific number or ranges of the

interpretations.

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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CHAPTER 3

PRESENTATION OF DATA

This chapter presents the data gathered through survey questionnaires, its

analysis, and the interpretation of results.

1. Food Quality

Table 3. Extent of Food Quality

Variable Mean Standard Deviation

Appearance

Taste

Statements Mean Interpretation

1.Food is tasty and flavorful.

2.Ingredients are excellent in

quality.

3.The food is seasoned

appropriately.
4.The flavors of the dishes are

well balanced.

5.The taste of food matches

the description provide on the

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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menu.

6.Food was served hot and

fresh.

7.Food is presented and

beautiful.

8.Food was served correctly

as ordered.
9.Was the quality of the food
excellent.

10.The ingredients used in the

meals are fresh and of high

quality.

11. I am satisfied with the taste

of the food that comes with

reasonable price.

12. I am contented with

amount of food and its

affordable price.

13. I am pleased to have a

cheaper price with package

meal.

14. I am delighted to come

again on a restaurant for their

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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budget friendly price.

15.I am is well compensated

between the price of the food

towards its taste.

16I am overwhelmed with the

presentation of the food meets

my expectation.

17. I have a positive dining

experience.

18. I am amazed with the

ambiance of research.

19. The fast I recommend

service of waiters n this

restaurants.

20. I am stunned with the

beautiful presentation of the

food.

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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CHAPTER 4

SUMMERY FINDINGS AND RECOMMENDATION

Summary of Findings

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Conclusions

Recommendations

The Relationship Between Food Quality and Customer Fulfillment in

Kangay Restaurant in Norzagaray Bulacan

Part 1: Demographic Profile

Name (Optional): _______________________________ Gender: _______
Age: ______
Part 2: Taste, Appearance, Price, and Expectation.
Answer all the questions just check one box that applies to you, Take your
Time but please be honest with your answer.
5- Strongly Agree 4- Agree 3- Neutral
2- Disagree 1- Strongly Disagree
Taste
Strongly Strongly
Agree Neutral Disagree
STATEMENT Agree Disagree

1 Food is tasty and flavorful

2 Ingredients are excellent in quality

3 The food is seasoned appropriately

4 The flavors of the dishes are well

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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balanced

5 The taste of food matches the

description provide on the menu

Appearance
1 Food was served hot and fresh
2 Food is presented and beautiful
3 Food was served correctly as
ordered.
4 Was the quality of the food excellent.
5 The ingredients used in the meals are
fresh and of high quality.
Price
1 I am satisfied with the taste of the
food that comes with reasonable
price.

2 I am contented with the amount of

food and its affordable price.
3 I am pleased to have a cheaper price
with package meal.
4 I am delighted to come again on a
restaurant for their budget friendly
price.
5 I am is well compensated between
the price of the food towards its
taste.

Experience
1 I am overwhelmed with the
presentation of the food meets my
expectation.
2 I have a positive dining experience.
3 I am amazed with the ambiance of
research.
4 The fast i recommend service of
waiters in this restaurant.
5 I am stunned with the beautiful
presentation of the food.

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
Norzagaray, Bulacan

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 NORZAGARAY NATIONAL HIGH SCHOOL – SENIOR HIGH SCHOOL
Technical Vocational Livelihood Strand

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
Norzagaray, Bulacan

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 NORZAGARAY NATIONAL HIGH SCHOOL – SENIOR HIGH SCHOOL
Technical Vocational Livelihood Strand

The Relationship Between Food Quality and Customer Fulfillment in Kangay Restaurants in
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