Philippine E-Journals

CUSTOMER SATISFACTION ON PHYSICAL FACILITIES OF HAP CHAN TEA HOUSE IN SAN PABLO CITY, LAGUNA

Aaronne Jejomar Mcvin S. Abril | Arius Genesis L. Manguerra | Prince Jandee C. Marce | Teobaldo Q. Magdamit Jr

Discipline: Hotel and Restaurant Management

 

Abstract:

This study determined the customer satisfaction on the physical facilities of Hap Chan Tea House in San Pablo City, Laguna, the problems encountered by the customers, and the possible actions to improve the restaurant’s performance. The study was limited to the dining area and lavatory.

Stimulus Organism Response Theory was used in this research while IPO was used as conceptual paradigm. This descriptive research utilized survey questionnaires, observation checklist, and interview with the manager as research instruments. Survey revealed that the customers of Hap Chan Tea House were very satisfied with the dining area; however, they encountered problems with the lack of space and lack of comfort rooms. The researchers recommended to widen the dining area of the restaurant, to install wireless Internet connection, and to provide comfort rooms and a function room.