Philippine E-Journals

Customer Satisfaction on Food and Beverage Service Operations in Balay Aurora Cafe and Restaurant, Binan City, Laguna

Lexter Justine Ala | Jaaron Albert Castillo | Christopher Jerome Osiones

 

Abstract:

This case study identified the customer satisfaction on food and beverage service operations in Balay Aurora Café and Restaurant. It determined the demographic profile of the customers, identified the food and beverage service practices of the management and personnel of the restaurant, and recommended areas for improvement to help the business to grow further. This descriptive study used a survey questionnaire formulated by the researchers based on the Mapping from SAG Food and Beverage Services NCII and Mapping from Steve Martin Management Company. Majority of the respondents were 20-30 years of age, male and single. The level of customer satisfaction during the four-service cycle in the food and beverage services of Balay Aurora Café and Restaurant, in terms of preparation of service (before orders are taken) was “highly satisfied”; for the actual serving (after orders are taken), the customers were “highly satisfied”; in customers’ consuming (when orders are already served), the customers were also “highly satisfied”. These results served as inputs to the recommendations for improvement of the customer services provided by Balay-Aurora Café and Restaurant. Have regular local musicians or artists to showcase their music; create signature dishes; promote and implement proper waste segregation in the restaurant; have enough parking space; and develop standard operating procedures for each activity in the Balay Aurora Café and Restaurant to allow consistency in the product and service delivery. For the future researchers and practitioners, the researchers recommended to determining the value of foodservice in relation to customer satisfaction and the significance of F&B service operation.