Philippine E-Journals

A Comparison of Expectation and Reality Experience of the Customers on the Food Presentation in David's Tea House, Calamba City, Laguna

Lindsay Ibañez | Joshua Marie Monserrat | Princess Joice Tuiza

 

Abstract:

This study measured and compared the expectation and reality experience of the customers on the food presentation of David’s Tea House, Calamba City, Laguna. The specific objectives of the study included: to describe the expectations of customers on the food presentation in terms of food experience, advertising, plating, taste, color, texture, and temperature; to surface the reality experience of customers on food presentation at David’s Tea House in terms of food experience, advertising, plating, taste, color, texture, and temperature; to identify the strengths and weakness encountered by the management; to determine the actions taken by the restaurant to satisfy their customers on food presentation. Qualitative and quantitative methods were used in the study. A total of 52 respondents were surveyed while the manager of the restaurant was interviewed. Based on the result of the survey, the customers were slightly satisfied with the food presentation based on the used variables. In terms of strengths and weaknesses of the management, they handle the customers’ complaints immediately to avoid delay in the operations of the restaurant. In satisfying their customers, the management ensures to improve their quality of service to gain customer satisfaction on their menu offerings and to learn from their past experiences. The researchers concluded that David’s Tea House has met the customers’ expectations and reality experience on the food presentation of the restaurant. The researchers forwarded recommendations to further enhance the services of the restaurant.