EFFECT FOOD QUALITY ON CUSTOMER SATISFACTION

IN S&R NEW YORK PIZZA

AT SM MOLINO BACOOR

Gelli Ann May Negro

An undergraduate thesis manuscript submitted to the faculty of the Department of Hotel

and Restaurant Management, Cavite State University- Bacoor Campus, City of Bacoor,
Cavite in partial fulfillment of the requirements for the degree of Bachelor of Science in
Hotel and Restaurant Management with Contibution no.________. Prepared under
supervision of Mrs. Natividad R. Ferriol.___________________________________________

INTRODUCTION

S&R is membership-shoppping club modeled after the warehouse membership

shopping chains introduced in the United States. S&R stands for Sol and Robert Price, the father

and son tandem who founded the Price Club. The core concept id to deliver significant value to

member-customers through an effective and efficient system anchored on aggressive buying,

low-cost distribution and streamlined operation. S&R provides an expansive selection of

imported and local items in value packed sizes to cater to your personal and business needs. And

also offers high quality products on local and international brand names that guarantee

satisfaction, unmatched savings and value for membership delivered always every day. S&R

offers imported grocery items and extensive selection of premium wines and liquors from all

over the world.

 Their food service corner has become a favorite for their New York Style Pizzas,

Clam Chowder, Hotdog, Calzones, Churros, Burgers, Salad and more at reasonable prices,

and is a pleasant finishing touch after a few hours in the grocery. A number of customers

have made the stop just for their food service, is it popular enough to serve as a stand-alone

eatery. The eatery is open to the public, but card-carrying S&R members may avail of 5%

discount with their orders. It took the same without the grocery area, with its signature white

walls and blue tables and chairs. The menu is what you would find in S&R food service.

Food quality is characteristics of food that acceptable to consumers. This includes external

factors as appearances (sizes, shape, color, gloss, and consistency), texture, and flavor.

Food quality is an important food manufacturing requirement, because food

consumers are susceptible to any form of contamination that may occur during the

manufacturing process. Many consumers also rely on manufacturing and processing

standards, particularly to know what ingredients are presents, due to dietary, nutritional

requirement ( kosher, halal, vegetarian), or medical condition (e.g, diabetes, or allegies.) It

also affects the customer satisfaction, it is a measure of how product and services supplied by

a company meet or surpass customer expectation. Customer satisfaction is defined as “the

number of customer, or percentage of total customer, whose reported experience with a firm,

its product, or its services (ratings) exceeds specified satisfaction goals”

Customer satisfaction is important because it provides marketers and business

owners with a metric that they can use to manage and improve their businesses.
 In a competitive marketplace where businesses compete for customers; customers

satisfaction is seen as a key differentiator. Businesses who succeed in these cut-throat

environments are the ones that make customer satisfaction a key element of their business

strategy.

Customer satisfaction plays an important role within your business. Not only is it

leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and

increase revenue, it also a key point of differentiation that helps you to attract new customers

in competitive business environment

 Statement of the Problem

Specifically, the main purpose of this study is to identify the effect of food quality

on customer satisfaction in S&R New York Style Pizza.

This study aims to determine the following:

1. What is the profile demographic in terms of?

1.1 Gender

1.2 Age

2. What are the qualities of food that satisfies the customer of S&R Molino Bacoor?

3. What food quality or what characteristics food that is acceptable to consumer?

Conceptual Framework of the Study