EFFECTS ON RESTAURANT SERVICE OPERATIONS AND CUSTOMER

SATISFACTION IN SELECTED RESTAURANTS IN EASTERN SAMAR

A Thesis Proposal
Presented to
the Faculty of the Graduate School
Eastern Samar State University
Guiuan, Eastern Samar

In partial of the requirements for the degree

Master of Science in Hospitality Management

RONMEL L. MERCADO
2024
 Chapter I
INTRODUCTION

Background of the Study

Restaurants have a growing industry in the world of business in the tourism sector; many

restaurants in the province of Eastern Samar opened their venture in the industry to cater good

quality food and give good services to the customers. Service orientation in restaurant operations

enhances employee-customer interactions, influencing perceptions of service quality, customer

satisfaction, and loyalty, ultimately providing a competitive advantage in the hospitality industry

(Snježana et al., 2017). Quality, service, and environmental factors significantly influence

customer satisfaction, as perceived. Quality and perceived value are crucial for enhancing the

overall service experience in restaurants. Chun, Zhang; Paul, James. (2020). Effective restaurant

service operations require adherence to safety and hygiene practices, including safe food

handling, employee hygiene, cleaning techniques, and implementing Hazard Analysis and Critical

Control Points (HACCP).

The restaurant industry faces a multitude of challenges that impact its sustainability and

success. Key issues include labor shortages, food safety concerns, competition, and

environmental sustainability. These factors not only affect operational efficiency but also influence

customer satisfaction and overall business viability. The paper identifies issues in restaurant

management, including the need for automation of business processes, effective accounting

methods, and the integration of information technologies to enhance operational efficiency,

reduce costs, and improve service quality in a competitive market. Ірина et al. (2021). It identifies

issues in restaurant services, including weak marketing practices, insufficient research on

consumer behavior, and the need for innovative methods to enhance service quality and
competitiveness through additional services and personalized customer experiences. Kamoliddin

et al. (2023).

The restaurant's primary issues are slow service brought on by a large number of costu

mers, excessively long wait times for food to be delivered to tables, and unfriendly staff

members who don’t seem to enjoy what they do or care about the customers based on how they

hold and deliver plates on the table. Sometimes, they don’t have enough employees to meet every

customer's request and deliver the quality of the service expected. And observation in the

restaurant, the staff don’t treat the customer fairly, and it depends on the status of the customer.

Also, the common problem of restaurants is that they do not have enough parking space for the

guest vehicles.

Therefore, considering the general service characteristics is highly leading to service

failures. It is stated that 96% of the customers who are not satisfied with the service they receive

do not express their dissatisfaction, and 91% of them change their preference on restaurants from

which they received food and beverage services (Koc, 2019). The key factors affecting restaurant

operation include type, location, revenue per available seat, and cost efficiency, which

significantly influence market performance and operational efficiency in South Africa. Oswald,

Mhlanga. (2018). Also affecting the service are the operational environment, stakeholder

relationships, and management decisions regarding location, staff training, product quality, price,

and marketing strategies. (2018). And also, factors affecting the restaurant service include the

food quality, cleanliness and ambience, use of fresh ingredients, and regular cleaning and

sanitation practices (Bharti et al., 2021).

The aim of this study is to evaluate the restaurants in their operation in Eastern Samar.

Through assessment, this study will investigate the factors affecting restaurant service operations

that will redound to the required level of customer satisfaction.

Statement of the problem

This study will investigate the effects on restaurant service operations and customer

satisfaction in selected restaurants in Eastern Samar.

Specifically, this will find the answer to the following question:

1. What factors affects on restaurant service operations in terms of:

1.1 staff training;

1.2 food quality and food price;

1.3 convenience;

1.4 ambiance; and

1.5 facilities?

2. What is the level of customer satisfaction among customers in selected restaurants in

Eastern Samar?

3. Is there a significant relationship between the effects on restaurant service operation and

customer satisfaction?

Significance of the study:

The result of these studies will have a significant impact on the restaurant managers,

entrepreneurs, current restaurant owners, instructors, future researchers, and students. That will

be benefited by exploring the current situation of customer satisfaction of restaurant service

operations and their areas of improvement. Ultimately, the customers will receive a framework for
assessing the present state of restaurant services in Eastern Samar, as well as assistance in

utilizing the features that have been selected as metrics to gauge their level of satisfaction.

Scope and delimitation of the study:

This study will focus on investigating the effects on restaurant service operations and

customer satisfaction in selected restaurants in Eastern Samar. A quantitative survey will be

utilized to gather data. The variables to be measured will include: staff training, food quality and

price, convenience, ambiance, and the facilities.

The respondents of the study will be limited to the customers in selected restaurants in

Eastern Samar that will help measure the restaurant service operation and customer satisfaction.

Further, it will also utilize descriptive methods in determining the effects of restaurant service

operations on the guests' satisfaction. This will be conducted during the SY 2024-2025.

Definition of terms

The following terms used in the study are defined conceptually and/or operationally to

ensure clarity and better understanding of this chapter.

Ambiance. Refers to the surrounding environment and atmosphere that can influence

emotional states. In the context of the study, AmSiP analyzes these environmental characteristics

collaboratively to recognize and estimate the emotional features of individuals within that

ambiance. Kaveh et al. (2019). Also, an atmospheric thinking that encompasses both physical

and psychic environments. It is linked to projection as a cultural technique that creates imaginative

spaces and connections across various domains. Guiliana, Bruno. (2022).

Customer Satisfaction. is the measurement of the gap between customer expectations

and perceptions after consuming a product or service. Rosa et al. (2018) The restaurant is
influenced by food quality, service efficiency, ambiance, and value for money. Effective customer

relationship management enhances satisfaction and loyalty, ultimately driving repeat business

and contributing to overall success in the competitive restaurant industry. Bhavith., et al. (2024).

Also, customer satisfaction in the fast-food restaurant industry is significantly influenced by

marketing strategies, particularly product offerings and promotional tactics. Incorporating unique

menu items and emotionally resonant advertisements enhances customer attraction and

satisfaction, ultimately impacting restaurant performance positively. John et al. (2024)

Facilities. Are the essential components of tourist destinations, categorized into basic,

complementary, and supporting facilities. Complementary facilities enhance visitor comfort and

encourage longer stays, including sports facilities and entertainment options, crucial for satisfying

tourist needs and experiences. Fathur et al. (2024). Also, designed to enable Active Managerial

Control of food safety hazards, ensuring proper separation of raw and ready-to-eat food

preparation areas, implementing standard operating procedures, and excluding pests and

unauthorized individuals from food preparation zones. Hal, King. (2020).

Food Price. In a restaurant, prices are determined by calculating the cost of ingredients,

fixed costs per meal, and desired profit margins. Managers analyze sales data and adjust menu

prices accordingly to ensure profitability while considering customer experience. V., Lymar., O.,

Gumeniuk., (2019)

Food Quality. Encompasses organoleptic, functional, and nutritional characteristics

influencing consumer acceptance. It is crucial for food safety, affected by agrochemical use,

necessitating monitoring and management for safe consumption. Odangowei et al. (2023). In

restaurants, it is defined as a set of characteristics that meet or exceed customer needs and

expectations. A high, stable level of food quality is essential for competitiveness and satisfying

modern consumers in the restaurant industry. Valentyna et al. (2022)

 Restaurant Service Operation. It refers to managing structural elements like layout,

decoration, location, and cleanliness, which enhance customer satisfaction. Effective operational

strategies, including human resource management and food quality, are crucial for creating a

positive atmosphere and competitive advantage in the industry. Saida et al. (2022)

Staff Training. Is a program designed to enhance employees' knowledge, skills, and

abilities, improving their performance. It requires a planned approach, including a needs analysis,

to address gaps between current and desired performance effectively within a conducive learning

environment. It is crucial in restaurants to enhance communication skills, improve customer

relations, and ensure staff exhibit courteous and hygienic behavior. Investing in training helps

increase customer satisfaction, loyalty, and overall dining experiences, contributing to a

business's competitive advantage. Irfan et al. (2023)

Chapter II

REVIEW OF RELATED LITERATURE AND STUDIES

 This chapter is composed of related literature, related studies, theoretical framework,

conceptual framework, and hypothesis of the study. The parts of this chapter are utilized to

contribute and understand the concept of this study as a whole.

Related Literature

The restaurant industry is the second-largest private-sector employer in the US, with an

estimated 15.3 million employees in 2024. The industry is projected to add 150,000 jobs annually

between 2024 and 2032. 41.2% of restaurant firms are owned by minorities, compared to 30% of

businesses in the overall private sector. 57% of restaurant operators say their restaurants are

understaffed by more than 10%. In 2023, the total number of restaurant sales was expected to be

$997 billion. The average profit margin for full service restaurants in 2023 was 9.3%. Business is

processed through online ordering, on average of 23%. The average spend for dine-in orders in

the U.S. is $48, and the average spend for takeout orders is $31. In 2023, the American Consumer

Satisfaction Index (ACSI) score for full service restaurants was 81.

Restaurant operations in the U.S. encompass a diverse range of practices and challenges,

significantly impacting the economy and workforce. The industry, representing 4% of the U.S.

GDP, employing nearly 10% of the workforce, is characterized by a dynamic environment where

operational strategies are crucial for success (Peregrin, 2011) (Mandabach et al., 2011).

Successful restaurant operations rely on effective management of product offerings, customer

engagement, and staff training. Managers emphasize the importance of aligning personal goals

with operational strategies (Mandabach et al., 2011). It highlighted that the US chain restaurant

industry, projected to generate $863 billion in 2019, significantly influences diet quality and obesity

rates among Americans, with two-thirds preferring restaurant foods for unique flavors and lifestyle

integration.Vivica, I., Kraak (2020). Also, focuses on an operation management system for

restaurants, enabling customers to order via portable communication terminals, facilitating order
management and restaurant operations. It does not specifically address restaurant operations in

the US. Koizumi, Shigeki. (2018).

The Philippines has a vibrant food service sector, with establishments ranging from street

stalls and small roadside eateries or carinderia to fine dining restaurants. In 2021, the country’s

food service industry generated revenues amounting to 10.5 billion U.S. dollars and was projected

to increase by 20 percent to 12.6 billion U.S. dollars in 2023. Christy Balita, Oct. 10, 2023. In

2019, street stalls and kiosks accounted for 43 percent of the total food service establishments in

the Philippines, or equivalent to over 41.2 thousand units. On the other hand, full-service and

limited-service restaurants equally held 20 percent of the total market share. Christy Balita, Oct.

10, 2023. In 2022, the combined sales of quick-service restaurants (QSR) or limited-service

restaurants (LSR) in the Philippines reached 5.72 billion U.S. dollars, reflecting an increase from

the previous year. Fast food restaurant sales in the Philippines dropped in 2020 during the

COVID-19 pandemic and have been reflecting growth in the following years. Christy Balita, Oct.

10, 2023. The gross value added generated from the food and beverage service activities industry

in the Philippines amounted to around 284 billion Philippine pesos in 2023. The GVA of this

industry was lowest in 2020 at the onset of the COVID-19 pandemic. Christy Balita, Feb 6, 2024

Restaurant operations encompass all the activities that keep a restaurant running on a

daily basis. This typically refers to things like menu creation, food preparation, front-of-house

service, employee management, inventory control, and customer service. These operations

require careful coordination and attention to detail to ensure a smooth and efficient workflow.

Effective restaurant management involves not only handling the day-to-day tasks but also

anticipating potential challenges and finding solutions to enhance the overall customer

experience. From maintaining the quality and consistency of dishes to optimizing staff schedules

and managing food costs, every aspect plays a critical role in a restaurant’s success.
 The operational efficiency for both kitchen and dining operations is outstanding. Stock of

Ingredients was considered very efficient and plays a vital contribution in the restaurant's

operational efficiency in terms of degree of efficiency. Sustainability of Cleanliness was ranked

the highest in terms of a restaurant’s aspect in dining operations and an essential part of customer

service. Interchanging costs of commodities was considered a major problem in the restaurant’s

kitchen operation. The customers are satisfied with the 4Ps (product, policies, people, processes,

and proactivity). However, it can be gleaned that the long waiting time can be one of the

contributing factors for customer dissatisfaction. With this, an action plan for an efficient business

operation enhancement on operational efficiency was proposed. Christian Silvano et al. (2022).

Operation management is the process of designing and controlling the process of

production and distribution of the organisational products and services through which it is possible

to improve the business operational activities (Haksever and Render, 2018). Operational

management activities such as layout, decoration, location, cleanliness, and infrastructure

elements like human resource management, food quality, and atmosphere significantly affect

restaurant service operations. Saida et al. (2022). Operational management is effective for all

the firms through which the companies try to convert the inputs into outputs and meet the

requirements and preferences of the customers by maximising the values for the consumers

(Perramon et al., 2014). In order to evaluate the transformational process model is effective

through which the operations of a particular business can be analysed (Refer to appendix 1)

(Davis et al., 2018). As per the model, there are input resources of the company which includes

raw materials, information and customers and the input transforming resources are such as staff

members, facilities, and technology (Hitt, Xu, and Carnes, 2016). The transformation process

depends on the organisational environment and techniques that further help to produce the final

products which are considered output.

According to Ammar et al. (2020). Factors affecting restaurant service operations include

the quality of additional services, customer-oriented approaches, technological advancements,

and the ability to meet individual consumer demands and preferences. Seven dimensions

affecting service delivery in hospitality include organization personality, internal marketing

activities, role demands, organizational leadership, employee empowerment, hygiene factors,

and organizational conflict. Rashmi and Renuka. (2018). Quality of restaurant service is

influenced by regulatory requirements, consumer expectations, staff performance, comfort

components, and gaps in the supplier-consumer relationship. Oksana et al. (2022). Service

quality, food quality, and price fairness significantly influence customer retention in restaurant

operations, as identified in the proposed conceptual model of the study. Ammaret al. (2020). Also,

key factors affecting restaurant service operation include location, opening hours, and

surrounding conditions, particularly for air-conditioned establishments, while non-air-conditioned

ones are mainly influenced by opening hours.

In "The Ambiance of Projection," ambiance is linked to the concept of 'atmosphere,'

encompassing not only physical environments but also psychic and imaginative spaces,

highlighting projection as a cultural technique that connects various entities across different

contexts. Giuliana, Bruno. (2022). Also, Ambiance refers to the atmosphere or mood created

within a space, particularly in theatre, where it encompasses sensory, spatial, and social elements

that influence the audience's experience, highlighting the dynamic interplay between material

conditions and emotional responses. Chloé, et al (2020). The concept of ambiance encompasses

various dimensions, including its role in consumer behavior, environmental perception, and

aesthetic experience. Ambiance can significantly influence how individuals interact with their

surroundings, whether in retail spaces or broader landscapes. This multifaceted nature of

ambiance is explored through several key aspects. Factors like color coordination and product

setup also play crucial roles in shaping the shopping experience, enhancing customer

engagement and satisfaction (Ilakya et al., 2020). The relationship between ambiance and

landscape highlights how immersive experiences can alter perceptions of space. Romantic and

Chinese landscapes exemplify this connection, where ambiance fosters a deeper engagement
with the environment (Bégout, 2023).

Facilities in tourism play a crucial role in enhancing the visitor experience and satisfaction

at tourist destinations. These facilities can be categorized into basic, complementary, and

supporting types, each serving distinct purposes to meet tourists' needs. The availability and

quality of these facilities significantly influence tourist visits and overall satisfaction, as evidenced

by various studies. It refers to the amenities and services available to visitors, which significantly

influence tourist visits. The study indicates that improved facilities at Lake Tapala enhance tourist

satisfaction, thereby increasing the number of visitors and supporting local economic growth. Indri

et al. (2024). Also, the paper discusses innovative accommodation facilities as a crucial

component of the tourism and hospitality industry, emphasizing their role in enhancing

competitiveness and customer satisfaction by integrating creative services with tourist offers at

destinations. NAdia, et al. (2017).

The pricing of food in restaurants is influenced by various factors, including cost structures,

quality, and market positioning. Understanding these determinants can help restaurateurs

optimize their pricing strategies to enhance profitability and customer satisfaction. The following

sections outline key aspects affecting food prices in restaurants. Food prices in restaurants should

cover the food cost and fixed price per dish. For example, if a dish sells for 100 hryvnas and the

fixed cost is 70 hryvnas, the food cost must not exceed 30 hryvnas for profitability. V., Lymar., O.,

(2019). It indicates that perceived price significantly influences customers' judgments of food

quality in fast-food restaurants. It highlights that customers' satisfaction and happiness are

affected by their perceptions of price, which ultimately impacts their loyalty to the restaurant.

Yongping et al. (2020).

Furthermore, the world food price is influenced by agricultural productivity, food

production, food consumption, and the dollar's effective exchange rate. Higher agricultural

productivity and food production lead to lower prices, while increased food consumption results

in higher prices. Fang Min. (2019). Food prices in the EU rose dramatically, with a 41% increase
by May 2023 compared to 2015. The monthly food price inflation peaked at 19.2% in March 2023,

driven by energy costs, drought, and the Ukraine conflict. Alan, Matthews (2023). Food prices are

influenced by a complex interplay of factors, including market dynamics, climate change, and

energy prices. Recent studies highlight the existence of food price bubbles, the impact of climate

extremes, and the relationship between energy and food prices. Understanding these elements

is crucial for policymakers aiming to mitigate food insecurity and enhance agricultural productivity.

Food prices spiked sharply in 2007-2008, 2010-2011, and 2021-2022. Higher food prices can

reduce poverty by stimulating agricultural production, increasing demand for unskilled labor, and

raising wages, particularly in less urbanized and agrarian countries. Derek et al. (2023). The meta-

analysis found that food prices could fluctuate up to 28% before 2020, increase by 31% from 2020

to 2049, and average a 26% rise from 2000 to 2100 due to climate disturbances, particularly

drought. Ramesh et al. (2022).

Food quality in restaurants is a critical factor influencing customer satisfaction and safety.

Various studies highlight the microbial quality of food and contact surfaces, emphasizing the need

for stringent hygiene practices. Poor microbial quality can lead to foodborne illnesses, which

significantly impact consumer health and restaurant reputation. The following sections elaborate

on key aspects of food quality in restaurants. Research shows that food quality attributes,

including freshness and variety, significantly affect customer satisfaction in fine dining settings

(Feja, 2023). In traditional markets, food quality positively influences customer loyalty, highlighting

the importance of maintaining high standards to encourage repeat visits(Lee & Hyun, 2023).

Food quality significantly influences customer satisfaction in fine dining restaurants. The

study identifies freshness and variety of foods as the most critical attributes affecting satisfaction,

highlighting the importance for restaurateurs to focus on these aspects to enhance customer

patronage. Kritina, N., Feja. (2023). Also, Food quality significantly impacts customer loyalty in

traditional market restaurants. The study found that higher food quality positively influences

customer satisfaction and perceived price fairness, ultimately enhancing customer loyalty and
encouraging repeat visits to these establishments. Zi-woun et al. (2023). In buffet restaurants

significantly impacts customer satisfaction, with food freshness being the most important

dimension, followed by taste, presentation, variety, temperature, and healthy options. Notably,

food temperature is the only attribute significantly related to customer satisfaction. Thi, et al.

(2022).

According to Ha et al. (2019). Convenience in restaurants plays a crucial role in shaping

consumer behavior and satisfaction. It encompasses various aspects, including the physical

environment, menu offerings, and the overall dining experience. Understanding these elements

can help restaurants enhance customer loyalty and satisfaction. The convenience device for a

restaurant enhances efficiency by integrating a multifunctional storage case with a table. This

design features a rail groove for easy movement of storage, optimizing space and accessibility

for both staff and customers. Rahul and Oka. (2021). discusses "convenience" as a

multidimensional concept impacting social economies, including restaurants. It emphasizes

efficiency, ease, and comfort in dining experiences, highlighting both positive effects on consumer

satisfaction and potential negative implications for health and environmental sustainability.

Also, Convenience in restaurants has significantly improved due to online food delivery

services (OFDS), allowing customers to order from anywhere without traffic concerns. This shift

enhances time and effort savings, stimulating purchase intentions through food delivery service

apps (FDSAs). Yiqi, Wang (2024). The convenient processing apparatus enhances restaurant

operations by automating stirring and discharging tasks, reducing labor, and improving efficiency.

Its simple structure and design promote food safety and effective stirring, making it beneficial for

restaurant convenience and productivity. Xiang, Haoding. (2017).

Staff training in restaurants is essential for enhancing service quality, ensuring food safety,

and improving customer satisfaction. Modern training approaches emphasize interactive methods

and the integration of technology to meet the evolving demands of the restaurant industry. This

multifaceted training not only equips staff with necessary skills but also fosters a positive customer
experience. Staff behavior significantly influences customer satisfaction. Training in

communication, hygiene, and courtesy is crucial for enhancing the dining experience (YURT &

SAĞIR, 2023). Utilizing interactive technologies in training can increase the effectiveness of skill

acquisition, making learning more engaging and tailored to individual needs (Solovyanova &

Volobuev, 2023). A systematic training process, including orientation, skill training, and

certification, has been proposed as a competitive advantage in the restaurant sector (Santalova

et al., 2021).

The importance of modern training methods for restaurant staff, focusing on interactive

technologies and traditional approaches to enhance competencies in "Business culture in the

restaurant business," meeting employer demands and improving customer service standards. M.,

Solovyanova et al. (2023). Food safety training in restaurants significantly improves

microbiological safety. The study found that before training, many samples exceeded safety limits,

but post-training, there was an over 80% reduction in microbiological load, enhancing the overall

safety of food handling. Miguel et al. (2023). According to Kathleen et al. (2018). The study found

that managers in the intervention group significantly increased staff training on how to cut off

intoxicated patrons, rising from 37% at baseline to 70% by six months post-training, compared to

a smaller increase in the control group.

Related Studies:

Restaurant service operations encompass food and beverage production, serving, and

guest management, emphasizing efficiency and customer satisfaction to enhance

competitiveness and profitability in the hospitality industry. (Undefined, 2023). Operations

management in restaurants involves planning, organizing, and supervising service delivery,

ensuring efficiency and effectiveness in meeting customer requirements while managing

resources and quality. Marc et al. (2021). The system manages logistical operations through
cloud-based databases and client applications, facilitating tasks for patrons, managers, and staff,

including kitchen management and virtual wine lockers. Jack et al. (2020). Service production

models in restaurants differentiate between back office and front office operations, emphasizing

the need for collaboration among managers to achieve operational excellence and customer

orientation. (Undefined, 2022).

Furthermore, the restaurant operation system connects suppliers and customers,

facilitating service delivery through unique customer and supply units, a service list, and a service

transmission unit for selected services. KIm et al. (2020). Restaurant service operations have

evolved through restaurant management systems (RMS), enhancing efficiency, customer

satisfaction, and effective income and expense control, crucial for modern competitive

environments. Emel et al. (2019). The intelligent service system optimizes restaurant service

operations through modules for guest greeting, waiting, dining, and service personnel

configuration, enhancing efficiency and guest comfort. Zhang et al. (2019).

Theoretical Framework

The study is anchored on

Conceptual framework

INDEPENDENT VARIABLES DEPENDENT VARIABLES

 Factors Affecting Restaurant

Operations

● Staff training Level of Customer

● Food Quality and food satisfaction

price

● Convenience

● Ambiance

● Facilities

Figure 1. The research paradigm of the study

Figure 1 shows the relationship of the variables in the study. It concerns the independent

and dependent variables of the study. In terms of factors affecting the restaurant operations and

customer satisfaction in the selected restaurants, it refers to staff training, food quality, food price,

ambiance, and facilities. On the other hand, the dependent variable refers to customer

satisfaction.

Chapter III

METHODOLOGY
 This chapter is composed of research design, locale of the study, sampling design,

research instrument, gathering data procedure, measurement of variables, and analysis of data.

This part of the study is the procedural conduct of data gathering and every part is utilized to

follow the research methodology.

Locale of the Study

Geographical map of Eastern Samar province

The province of Eastern Samar, in the Philippines' Eastern Visayas area, is the site of this

study. The Eastern part of the island of Samar is made up of the province of Eastern Samar. The

northern portion of the border is Northern Samar, and the western part of the border is the Samar

or Western Samar. To the south of the province is the Leyte Gulf, and to the east is the Philippine
Sea. Eastern Samar is a province in the Eastern Visayas that is 4,660.47 square kilometers in

size and includes the eastern part and most of the southern Samar coast.

Respondents of the Study

The primary respondents of this study were the 180 customers of the selected restaurant

in the province of Eastern Samar, Philippines. The target respondents were 25–50 years old; they

could be male or female, and they visited the restaurant. A participant may end a research study

at any moment in terms of the withdrawal requirements. As a result, the participant must notify

the researcher of their choice to leave the study. Although it is not necessary, a respondent may

give the researcher the reason or reasons for leaving the study. In addition, the respondents will

serve as the main source of information and with whom the data on factors affecting restaurant

operations and customer satisfaction in selected restaurants in Eastern Samar

Respondents in Selected Restaurant No. of Respondents

Melindas Resort and Restaurant, Borongan City, Eastern Samar 30

Rawis Resort and Restaurant 30

Tres Amores Restobar, Borongan City, Eastern Samar 30

Sea Quest Lodge and Resto, Guiuan Eastern Samar 30

KAUNAN NI Sankay, Guiuan, Eastern Samar 30

La Luna Resort and Restaurant 30

TOTAL 180
Sampling Design

This study will use the quota sampling methods to select the participants. The sample

contains a few members of the population. They were taken to represent the characteristics or

traits of the whole population. Following the division of the population into a mutually exclusive

subgroup, sample units are gathered until the quota is reached.

Research Instrument

This study will use a primary instrument to collect the necessary data for the study. It was

designed in accordance with the study's variables. The first portion of the questionnaire

highlighted the factors that affect the restaurant service operation among selected restaurants. It

is indicated in terms of staff training, food quality, food price, ambiance, and the facilities.

Meanwhile, respondents responded to the questionnaire between 5 and 1, with 5 being

the highest score and 1 being the lowest score. Such a range has its own corresponding

descriptor and interpretation. The following table with a 5-point Likert scale was used to interpret

the data and determine its level.

Scale Range of mean Descriptive Level Interpretation

5 4.51-5.00 Strongly Agree Highly Commendable

4 3.51-4.50 Agree Commendable

3 2.51-3.50 Neutral Neutral

2 1.51-2.50 Disagree Less Commendable

1 1.00-1.50 Strongly Disagree Never Commendable

 Furthermore, the second part of the questionnaire highlighted the level of customer

satisfaction among selected restaurants in Eastern Samar. It is indicated in terms of customer

experience in the restaurant services.

Therefore, respondents responded to the questionnaire between 5 and 1, with 5 being the

highest score and 1 being the lowest score. Such a range has its own corresponding descriptor

and interpretation. The following table with a 5-point Likert scale was used to interpret the data

and determine its level.

Scale Range of mean Descriptive Level Interpretation

5 4.51-5.00 Very Satisfied Highly Commendable

4 3.51-4.50 Satisfied Commendable

3 2.51-3.50 Neutral Neutral

2 1.51-2.50 Dissatisfied Less Commendable

1 1.00-1.50 Very Dissatisfied Never Commendable

Data Gathering Procedure

The following actions were conducted to acquire required data for the study.
 1. The researcher wrote a letter to the institution and locale of the study requesting

permission to conduct a study. The letter was correctly addressed to the local authorities.

2. The researcher made the survey questionnaire be validated by the three experts of the

study.

3. The researcher provided informed consent to the selected respondents of the study.

4. After the validation of the questionnaires, the researcher oriented the selected

respondents on the survey process.

5. The researcher only conducted the survey with qualified respondents based on the

inclusion and exclusion criteria after receiving consent from the target locales. During the

agreed-upon time, the researcher personally administered the survey instruments to the

respondents. This was done to ensure that the researcher's working time will not be

disrupted. However, the researcher had certain difficulties in acquiring data, particularly in

different restaurants where the study was conducted. Maybe there are several problems

to consider during data gathering, including respondents who are not particularly eager to

engage, locating potential respondents, persuading them to join the survey, and finally

making them comfortable enough to talk in a comprehensive survey.

6. In addition, with the assistance of an expert statistician, all completed survey

questionnaires were recovered, tabulated, and analyzed.

Measurement of the Variables

The following statistical measures were used to measure variables:

For statement no. 1: The researcher will utilize the mean in determining the effects on restaurant

service operation among selected restaurant in Eastern Samar

For statement no. 2: The researcher will utilize the means in determining the level of customer

satisfaction among selected restaurants in Eastern Samar.

For statement no. 3: The researcher will utilize person r in determining the significant relationship

between the effects on restaurant service operation and customer satisfaction among the selected

restaurants.

Analysis of Data

In analyzing the data, the mean score will be used to determine the effects on restaurant

service operation. The standard deviation will be used to determine the degree to which a group’s

measurement deviates from the average (mean) or expected value among indicators. The person

r is a customer is a customer that determines the relationship between the effects on restaurant

service operation and the level of customer satisfaction in the selected restaurants in the province.

Ethical Consideration

In making sure that the study is following the ethical procedures, the paper underwent

thorough and critical evaluation by the Ethics Review Committee. The researcher ensured that

no respondent has been forced to take part in the study and that the respondents are free to

withdraw their participation from the survey. The identities of respondents did not appear

anywhere, and only the researcher knew their specific responses. If responses are confidential,

the researcher assigns them a number, and only the researcher has the key to determine which

number corresponds to which respondent.

 In addition, no records of the respondents had been disclosed without their consent. The

researcher guaranteed the confidentiality of all information. To protect the anonymity of the

respondents identities, everyone's names are substituted with codes, and hard copies of the data

will be stored in a secure location. Subject to any legal and ethical obligations, the researcher

adhered to and maintained the confidentiality of personal information about research

respondents. Consequently, It was determined that sustaining privacy and confidentiality protects

participants from potential harm, including psychological harm such as loss of employment or

damage to one’s financial standing, and criminal or civil liability.

In this study, it is crucial that participants realize that their participation is entirely voluntary;

they were informed that they could withdraw from the study at any time or decline to participate.

The researcher provided the potential respondents with all pertinent information, including the

study purpose, procedure risks and benefits, and gave them abundant opportunity to ask

questions. Potential respondents were given a study information leaflet, which they were

permitted to read. In addition, documentation included the use of respondents' written consent

comprising all the information to be disclosed and duly signed by the study’s guardians and the

respondents.

Chapter VI
REFERENCE:
Alan, Matthews. (2023). Food price situation in Europe. Studies in Agricultural Economics,
doi: 10.7896/j.2563

Beverly, Chen. (2018). What makes restaurants successful? doi: 10.24135/HI.V2I1.22

Bharti, Sharma., Rakhi, Arora., Manjeet, Kharub. (2021). Critical Success Factors Affecting the
Restaurant Industry: Insights from Restaurant Managers. doi: 10.1177/23197145211042429

Bhavith., Dr., k, Jagannayaki., Dr., Vara, Lakshmi, Thavva. (2024). A Journey into Restaurant
Ownership by Lean Management Practices. doi: 10.47392/irjaem.2024.0270

Bruce, Bégout. (2022). Du milieu à l’ambiance. Réflexions philosophiques sur une autre
conception de l’environnement. Etudes Philosophiques, doi: 10.3917/leph.223.0089

Chloé, Déchery., Martin, Welton. (2020). Staging Atmospheres: Editorial introduction to the first
volume. Ambiances, doi: 10.4000/AMBIANCES.3387

Chun, Zhang., Paul, James. (2020). Assessing the Factors Influencing Customer Satisfaction at
a Specialized Boutique Restaurant in Bangkok. Business and Economic Research, doi:
10.5296/BER.V10I4.17924

Derek, Headey., Kalle, Valtteri, Hirvonen. (2023). Higher food prices can reduce poverty and
stimulate growth in food production. Nature food, doi: 10.1038/s43016-023-00816-8

Emel, Memis, Kocaman., Mehmet, Kocaman. (2019). Restaurant Management System (RMS)
and Digital Conversion: A Descriptive Study for the New Era. doi:
10.4018/978-1-5225-8494-0.CH004

Fang, Min. (2019). An Analysis on the Influencing Factors of the World Food Price. doi:
10.11114/AFA.V5I2.4412

Fathur, Rahman, Rustan., Retno, Puspaningtyas., M., Ardiansyah., Yuyun, Nur, Ayu, Anggraini.
2024). Persepsi Pengunjung dalam Penilaian Infrastruktur Pariwisata Pesisir Pantai Indah
Kapu: Fokus pada Ketersediaan Fasilitas Pengunjung. Sultra Civil Engineering Journal, doi:
10.54297/sciej.v5i1.580

Giuliana, Bruno. (2022). The Ambiance of Projection. doi:

10.7208/chicago/9780226817477.003.0002

Ha, Chang, Won. (2019). Convenience device for a restaurant.

Hal, King. (2020). Facilities That Enable Food Safety Management Systems Execution. doi:
10.1007/978-3-030-44735-9_6

Indri, Lumapelemey., Josef, Papilaya., Geradin, Rehatta. (2024). The Influence of Tourism
Facilities on Tourist Visits to Lake Tapala, Hatunuru Village, East Taniwel District, West
Seram Regency. Jurnal Pendidikan Geografi Unpatti, doi:
10.30598/jpguvol3iss1pp108-119
İrfan, YURT., Yunus, Emre, SAĞIR. (2023). Yi̇yecek i̇çecek i̇şletmeleri̇ndeki̇ personel
davranişlarinin müşteri̇ni̇n yeme i̇çme deneyi̇mi̇ne etki̇si̇. Gastroia: journal of gastronomy
and travel research, doi: 10.32958/gastoria.1360913

Jack, Serfass., Nadine, Serfass., Phil, Turner, M. (2020). System, apparatus and method for
organizing restaurant tasks and patrons' affairs

John, Angelo, Santos., Glory, Sotelo-Drequito. (2024). The Relationship Between Marketing
Strategies and Customer Satisfaction in the Fast-Food Restaurant Industry. Business
Economic, Communication, and Social Sciences Journal (BECOSS), doi:
10.21512/becossjournal.v6i1.11201

Kamoliddin, Mamatqulovich, Ibodov. (2023). Issues of improving the competitiveness of

restaurant services on the basis of the implementation of effective organizational and
technological service. Economics and education, doi: 10.55439/eced/vol24_iss1/a81

Kathleen, M., Lenk., Darin, J., Erickson., Toben, F., Nelson., Keith, J., Horvath., Dawn, M.,
Nederhoff., Shanda, L., Hunt., Alexandra, M., Ecklund., Traci, L., Toomey. (2018). Changes
in alcohol policies and practices in bars and restaurants after completion of
manager-focused responsible service training.. Drug and Alcohol Review, doi:
10.1111/DAR.12629

Kaveh, Bakhtiyari., Mona, Taghavi., Milad, Taghavi., Jamal, Bentahar. (2019). Ambiance Signal
Processing: A Study on Collaborative Affective Computing. doi:
10.1109/ICWR.2019.8765251

Kim, Hee, Young. (2020). Restaurant operation system.

Koizumi, Shigeki. (2018). Operation management system for restaurants.

Kristina, N., Feja. (2023). Computing Diner Preferences for Menu Variability and Quality of
Fine Dining Restaurants. doi: 10.1007/978-981-19-9638-2_45

M., Solovyanova., Vitalii, V., Volobuev. (2023). Interactive Forms and Methods of Teaching in the
Process of Training Personnel for the Restaurant Business (on the Example of the Discipline
"Business Culture in the Restaurant Business"). doi: 10.21869/2223-151x-2023-13-2-82-96

Marc, Helmold., Brian, Terry. (2021). Operations Management 4.0. doi:

10.1007/978-3-030-68696-3_2

Miguel, Castro., Kamila, Soares., Carlos, Ribeiro., Alexandra, Esteves. (2023). Evaluation of the
Effects of Food Safety Training on the Microbiological Load Present in Equipment, Surfaces,
Utensils, and Food Manipulator’s Hands in Restaurants. doi: 10.3390/ecm2023-16413

Nadia, Pavia., Tamara, Floričić. (2017). Innovative accommodation facilities in tourism and
hospitality industry - integrated hotels.. doi: 10.20867/TOSEE.04.16

Odangowei, Inetiminebi, Ogidi., Sylvester, Chibueze, Izah., Udeme, Monday, Akpan. (2023).
Food Quality and Agrochemical Use: Integrated Monitoring, Assessment, and Management
 Policies. Sustainable development and biodiversity, doi: 10.1007/978-981-99-3439-3_15

Olga, Simon. (2023). Hospitality Restaurant Operations: Safety and Hygiene Practices. doi:
10.5772/intechopen.112351

Oswald, Mhlanga. (2018). Factors impacting restaurant efficiency: a data envelopment analysis.
Review, doi: 10.1108/TR-07-2017-0109

Rahul, Oka. (2021). Introducing an anthropology of convenience. doi: 10.1002/SEA2.12219

Ramesh, Allipour, Birgani., Ali, Kianirad., Sakineh, Shab-Bidar., Abolghasem, Djazayeri.,

Hamed, Pouraram., Amirhossein, Takian. (2022). Climate Change and Food Price: A
Systematic Review and Meta-Analysis of Observational Studies, 1990-2021. American
Journal of Climate Change, doi: 10.4236/ajcc.2022.112006

Rosa, Arboretti., Arne, C., Bathke., Stefano, Bonnini., Paolo, Bordignon., Eleonora, Carrozzo.,
Livio, Corain., Luigi, Salmaso. (2018). 11. Customer Satisfaction Heterogeneity. doi:
10.1007/978-3-319-91740-5_2

Saida, Zainurossalamia, Za., Dwi, Martiyanti., Gusti, Noorlitaria, Achmad., Dadang, Candra,
Lesmana., Rizky, Yudaruddin. (2022). Impact of operational activities on customer
satisfaction in cafes and restaurants: A mediating role of infrastructural elements. Innovative
marketing, doi: 10.21511/im.18(4).2022.02

Snježana, Gagić., Ana, Jovičić-Vuković., Marko, D., Petrović. (2017). Service orientation of the
restaurant employees. doi: 10.5937/TURPOS1720019G

V., Lymar., O., Gumeniuk. (2019). Management of food cost in restaurant business.. doi:
10.31558/2307-2318.2019.3.15

Valentyna, Rusavska., Serhii, Neilenko. (2022). Quality as a Determining Factor of

Satisfying the Consumers’ Needs in Restaurant Business Products and Services.
Restorannij ì gotelʹnij konsalting. Ìnnovacìï, doi: 10.31866/2616-7468.5.1.2022.260890

Vivica, I., Kraak. (2020). The US Chain Restaurant Industry Must Transform Its Business
Model to Market Healthy Menu Items to Americans to Reduce Obesity and Chronic Disease
Risks.. Journal of Nutrition, doi: 10.1093/JN/NXAA041

Xiang, Haoding. (2017). Convenient processing apparatus.

Yiqi, Wang. (2024). The effect of restaurant cues on restaurants’ delivery services. doi:
10.31274/td-20240329-742

Yongping, Zhong., Hee-Cheol, Moon. (2020). What Drives Customer Satisfaction, Loyalty,
and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food
Quality, Physical Environment Quality, and the Moderating Role of Gender. Foods, doi:
10.3390/FOODS9040460

Zhang, Fei., Qin, Shaolin. (2019). Intelligent service system for restaurants.
Zi-woun, Lee., Byung-hwan, Hyun. (2023). A Study on the Effect of Food Quality on
Customer Loyalty in Traditional Market Restaurants. 혁신기업연구, doi:
10.37297/ier.2023.9.8.3.251

Ірина, Шушакова., Анастасія, Свистун. (2021). Інформаційні технології в управлінні

підприємствами ресторанного господарства. doi: 10.32782/2524-0072/2021-25-70

(2023). Business Processes Organization in the Hotel and Restaurant Business. Modern
economics, doi: 10.31521/modecon.v38(2023)-18

(2024). A Study On Training Need Analysis Of Employees. International Journal of Progressive

Research in Engineering Management and Science, doi: 10.58257/ijprems35024

https://www.statista.com/statistics/1363272/philippines-dining-out-frequency/

https://www.statista.com/statistics/995632/philippines-services-value-added-share-gdp/

https://www.statista.com/statistics/1288091/philippines-gross-value-added-from-food-and-
beverage-services/

https://www.statista.com/statistics/1278333/philippines-market-share-of-food-service-
restaurants/

https://www.statista.com/statistics/1273942/philippines-food-service-sector-revenue/

https://www.statista.com/statistics/1274001/philippines-quick-service-restaurant-sales/

https://www.statista.com/statistics/1365588/philippines-popular-mealtime-for-dining-out/

https://ejournals.ph/article.php?id=20517

https://jalebi.io/restaurant-operations/

https://www.dissertationhomework.com/samples/assignment-essay-

samples/management/operational-efficiency-in-restaurant-management\

https://www.google.com/search?q=american+statistics+in+restaurants&oq=american+statistics

+in+restaurants&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQIRigATIHCAIQIRiSAzIHCAMQ

IRiSAzIHCAQQIRiSAzIHCAUQIRiSAzIHCAYQIRiSAzIHCAcQIRiSAzIHCAgQIRifBTIHCAkQIRif

BdIBCjEyMDg4ajBqMTWoAgiwAgE&sourceid=chrome&ie=UTF-8

SURVEY QUESTIONNAIRE
 EFFECTS ON RESTAURANT SERVICE OPERATIONS AND CUSTOMER

SATISFACTION IN SELECTED RESTAURANT IN EASTERN SAMAR

Name (Optional): ___________________________________________________________

Direction: This survey questionnaire is intended to determine the factors influencing restaurant

operations and customer satisfaction in selected restaurants in Eastern Samar. Rest assured that

the answers and responses contributed in this study must be handled with the right Data Privacy

Act of 2012 and shall be dealt with with the utmost confidentiality. Please answer the questions

on the next sheet by putting a check mark ( / ) on the box that corresponds to your answer. The

scale is as follows: 5-strongly agree, 4-agree, 3-neutral 2-disagree, and 1-strongly disagree.

Part I. Restaurant Service Operation

A. Staff Training 5 4 3 2 1

1 The staff are properly trained by the manager.

2 The staff are attentive in the restaurant service.

3 The staff are responding efficiently to the guest request.

4 The staff observe proper grooming and proper hygiene.

5 The staff are friendly and courteous.

B. Food Quality and Food Price 5 4 3 2 1

1 The food is served hot and fresh.

2 The menu has a good variety of items.

3 The food quality and price is excellent.

4 The food is tasty and flavourful.

5 The value for food paid was excellent.

C. Convenience 5 4 3 2 1
1 The place is very convenient.

2 The location is well built and very comforting to stay at.

3 The place has a short walking distance.

4 The place is comfortable and enjoyable.

5 The staff immediately respond to the guest request.

D. Ambiance 5 4 3 2 1
1. What was your overall impression of the restaurant
atmosphere?

2. How would you rate the restaurant’s décor and ambience?

3.

4.

5.

E. Facilities 5 4 3 2 1

1 How comfortable did you find the seating?

2 Were the bathrooms and other facilities clean?

3 How would you rate the accessibility of our restaurant?

4 How would you rate the atmosphere in terms of temperature

and noise level?
5 How would you rate the dining room facilities?
Part II. Customer satisfaction

Direction: Please answer the questions on the next sheet by putting a check mark ( / ) on the

box that corresponds to your answer. The scale is as follows: 5-very satisfied, 4-satisfied, 3-

neutral, 2-dissatisfied, and 1-very dissatisfied.

A. Restaurant stay experience 5 4 3 2 1

1 How would you rate the restaurant’s service and
hospitality?
2 How satisfied were you with the cleanliness and
condition of the dining room?
3 Were all amenities you needed or expected
provided in the dining room?
4 How satisfied are you with dining in the
restaurant?

5 How do the personnel resolve the issue when you

encounter it?
6 How does the restaurant meet your expectations
based on the information provided prior to your
stay?
7 How likely are you to recommend the restaurant
to your friends and know it on a scale of 5 to 1?
8 How would you rate the overall experience of your
stay?
B. Restaurant Food service experience 5 4 3 2 1

1 How satisfied were you with the quality of the food

served at the restaurant?
2 Was the quantity of food served to you adequate
and satisfying?
3 How would you rate the taste and flavor of the food
served?

4 How would you rate the behavior and conduct of

the restaurant staff?
A. Restaurant stay experience 5 4 3 2 1
1 How would you rate the restaurant’s service and
hospitality?
2 How satisfied were you with the cleanliness and
condition of the dining room?

5 How would you rate the cleanliness of the utensils

in the restaurant?
Was the food served to you timely and without
6 much waiting time?

7.

8 How would you rate the overall dining experience

in the restaurant?