HomeAni: Letran Calamba Research Reportvol. 1 no. 1 (2011)

Customer Satisfaction on Wait-Staff Service, Food Quality, and Facilities Of Max’s Restaurant In SM Sta. Rosa, Laguna

Pocholo Miguel M. Valbuena | Norell R. Paunlagui | Sonny R. Matanguihan

Discipline: Hotel and Restaurant Management



The study examined the customer satisfaction level of Max’s Restaurant in SM Sta. Rosa, Laguna based on the quality of food offered, services rendered by the staff, cleanliness of the establishment, facilities available, and the dining experience of the customers. The study adopted descriptive method of research. The respondents were the customers who visited Max’s Restaurant from December 19-21, 2009. Structured questionnaires were used to the target respondents and were answered on the spot. In addition, an interview with the management was also conducted. This study also aimed to help the management of Max’s Restaurant evaluates its performance and formulate strategies to retain its patrons and attract more customers. Results showed that the customers of Max’s Restaurant in SM Sta. Rosa were all very satisfied with its wait-staff service, food quality, and facilities. However, some customers thought that there were still some areas that need improvement as what can be seen on their suggestions. Hence, the study recommended that Max’s Restaurant should improve the quality of its service by conducting seminars and trainings to the staff, make its food more appetizing, and make sure that its premises are clean at all times.