Philippine E-Journals

CUSTOMER SATISFACTION OF EASTWOOD CAFÉ IN RICHMONDE HOTEL, LIBIS, QUEZON CITY

Maria Nordeleen C. Fuentes | Don Carlo N. Ramilo | Xiruz Ray A. Garcia | Teobaldo Q. Magdamit Jr

Discipline: Hotel and Restaurant Management

 

Abstract:

The researchers determined how the Eastwood Café satisfied its customers and maintained its competitiveness in the food service industry in terms of food quality, services rendered, cleanliness, facilities and equipment and dining experience; the demographic profile of the customers and the problems they encountere. The most frequent customers of Eastwood Café were foreigners who were hotel guests aged 31 and above since they are the ones who can afford to dine in there and because the hotel is a business and conference meeting area. Most of them frequented the café once a week. They liked most the food garnishing and the attentiveness of the staff, the dining area for its design and organized facilities and equipment. Problems customers encountered included not properly cooked food, delayed and wrongly served order, and the lack of restroom in the restaurant