1

The Level of Satisfaction of the Customers of PAMA’s Eatery

to the Online Inquiry and Reservation System

Submitted by:

Baguio, Christian James

Caño, Michelle Anne

Flora, Amiel John

Martinez, Mark Roel

Sultan, Jonhnel

Submitted to:

Sienna Leigh Pebenito

Subject Adviser

STI College – Dasmariñas

March 2019
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TABLE OF CONTENTS

ABSTRACT . . . . . . . . . 3

Chapter I: INTRODUCTION . . . . . . . 4

Background of the Study . . . . . . . . 5

Theoretical Framework . . . . . . . . 6–7

Conceptual Framework . . . . . . . . 7–8

Research Hypothesis . . . . . . . . . 8

Statement of the Problem . . . . . . . . 9

Definition of Terms . . . . . . . . . 9 – 10

Significance of the Study . . . . . . . . 10 – 11

Scopes and Limitations . . . . . . . . 11

Chapter II: Review of Related Literature . . . . . . 12 – 13

Chapter III: Methodology

Research Design . . . . . . . . . 14

Population of the Study . . . . . . . . 14

Sampling Method . . . . . . . . . 15

Data Collection Procedure . . . . . . . . 15 – 16

Statistical Treatment Data . . . . . . . . 16 – 17

Chapter IV: RESULTS AND DISCUSSIONS . . . . . 17 – 24

Chapter V: SUMMARY AND FINDINGS

Summary . . . . . . . . . 25

Conclusions . . . . . . . . . 25 – 26

Recommendations . . . . . . . . . 26 – 27
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ABSTRACT

The study aims to assess the Level of Satisfaction of the Customers of PAMA’s Eatery to

the Online Inquiry and Reservation System. A total of 50 respondents were involved in a

experiment research. The main instrument used to gather all the necessary information was the

survey questionnaires that were distribute to the customers. Weighted Mean was computed.

Based on the survey, the respondents were all very satisfied to the system. The results of this

study clearly indicate that customer’s satisfaction to the system. These findings suggest that

PAMA’s Eatery must focus on improving their services such as reserve the table and chairs to

less time-consuming for their customers.

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CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

People today are too impatient; most of the time cannot find opportunities to spend their

mealtime at home. They can find the best quality of services and food suited for their satisfaction

to their ever expected needs. Customers play a big role in every eatery. Their growth and

progress depends on how the customers satisfy the service and delicious food. Every eatery

major objective is to have and to keep customers.

Customer satisfaction covers aspects of eatery day to day operations. The whole staff

should be involved in achieving a good customer satisfaction feedback. As the primary of every

restaurant is to make customers satisfied, food establishments tend to follow standard operating

procedures set by its management (Umali, 2006). According to Gadais (2005), every customer is

the foundation of any business' success. The primary focus of every restaurant is its customer

service by having good feedback and making customers’ satisfied.

The researchers came up with the idea of making research paper that helps to reserve a

table and chairs for their customers. The researchers aim to develop a system that helps the

owner of PAMA’s Eatery to reserve a table and chairs for their customers. Finding a table and

chair is time-consuming for the customers.

Online Inquiry and Reservation System is an online reservation system that reserve a

table and chairs to help the customers. The system helps the customers to reserve a tables and

chairs that suitable for them. The system also included the time and date of reservation, email

address of the customer, and number of person.

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Background of the Study

PAMA’s Eatery is owned by Ms. Mylene Bornakes. It is located at Block 2 Lot 7 Santa

Fe, Dasmariñas City, Cavite. The researchers pick them to be their client because of their

location. The price of the meal in PAMA’s Eatery is known to have affordable food because

their price will not increase over one hundred (100). The PAMA’s Eatery is very popular eating

place in front of De LaSalle University because most of their customers are students of DLSU.

PAMA’s Eatery have catered almost 2,000 customers per week. The day depends on how

many people will eat at PAMA's Eatery. The said restaurant has 17 long tables that can

accommodate a total of 60 customers. There is a total of 9 staff in PAMA’s Eatery, 6

waiters/waitresses, 2 chefs and 1 cashier. They are the people who provide food and services to

the customers at PAMA's Eatery.

PAMA’s Eatery encounters the lack of service within the online world; restaurants this

day have online services. Like the restaurant reservation, where customers do not need to wait

for another empty table to sit on. When PAMA’s Eatery had a large number of customers inside

the restaurant, they cannot give the services needed by the customers and then it causes bad

reviews and feedbacks by their own customers that waited for long.

The major problem of PAMA’s Eatery is customer services when it comes to fast

reservation of tables. Because they have a reservation system that runs in a traditional way, by

using pen and book to write on, where they need to count every customer that needs a reservation

on their restaurant.
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Theoretical Framework

Autocratic Theory Restaurant managers practicing an autocratic style of leadership tend

to make decisions without consulting any other members of their team. As an example, an

autocratic restaurant manager may decide to add a new entree to the menu without first

consulting with the chefs. In some situations, such as dealing with the restaurant vendors, an

autocratic manager's quick decision-making skills may be appreciated, but employees under

autocratic leadership often end up feeling unappreciated and undervalued when their opinions

aren't taken into consideration. As a result, restaurants with autocratic managers may experience

higher turnover rates with their staff.

Democratic Theory In contrast to autocratic managers who take all the decision-making

responsibilities onto themselves, restaurant managers practicing a democratic style of leadership

delegate authority to their staff. For example, a democratic restaurant manager may allow his

wait staff to make their own decisions on how to handle disgruntled customers, or may let them

work out their own system of orders and delivery with the cook staff. When the wait staff has the

power to handle these situations on their own, they end up feeling a greater sense of

accomplishment with their work. One potential downside is that some employees may take this

sense of empowerment too far and come across as being arrogant to the restaurant's patrons or

the other staff members.

Consultative Theory Since both the autocratic and democratic management styles each

have their own benefits and disadvantages, many restaurant managers opt to use a combination

of these two methods to get the best of both worlds. These restaurant managers use what's

referred to as a consultative style of management. As an example, consider a manager who's

looking to change the decor of the restaurant. As a consultative leader, the manager may first ask
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all the employees for their opinions on what they believe the customers would like, but the

manager will end up making the final decisions. In this case, the restaurant employees still feel

valued and involved, but the manager maintains complete control.

Laissez-Faire Theory The laissez-faire theory of management is quite different from the

other styles. Laissez-faire restaurant managers tend to have little involvement in how the

restaurant staff completes their day-to-day tasks. In some high-end dining restaurants, where the

staff members are highly motivated and capable, and this type of management style may work

well and even be appreciated. In fast-food restaurants, where the staff tends to require more

supervision and direction, this management style could prove disastrous. A good laissez-faire

restaurant manager will know when to let the staff do their thing, and when to pull in the reins. A

bad one will take this approach to avoid work and responsibility.

These theories help the researchers to decide to add a new entree to the menu without

first consulting with the chefs or owners. To practice a democratic style of the website. And to

manage the different styles from the other styles.

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Conceptual Framework

This research is to determine the effects of satisfaction in terms of service and process of

the reservation system at PAMA’s Eatery restaurant. The relationship of variable is shown in

figure:

INPUT PROCESS OUTPUT

Student

Workers The Satisfaction of the

Reservation System Survey Costumers of PAMA’s

Application Testing the websites Eatery to the Online

Costumer’s age Inquiry and

(15yrs old – above) Reservation System

Figure 1: Conceptual Framework of the Study

This figure shows how customers will take survey to test the Reservation Service of the

PAMA’s Eatery restaurant.

Research Hypothesis

Alternative Hypothesis

The clients and customers of PAMA’s Eatery has high satisfaction to the Online Inquiry

Reservation System.

Null Hypothesis

The clients and customers of PAMA’s Eatery has low satisfaction to the Online Inquiry

Reservation System.
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Statement of the Problem

This study aims to answer the following questions:

1) Which attributes of the Online Inquiry and Reservation system satisfies the

customers?

2) Which attributes of the Online Inquiry and Reservation system were the

customers not satisfied?

3) What is the level of satisfaction of customers to the Online Inquiry and

Reservation system of PAMA’s Eatery?

Definition of Terms

Benefit. A profit that will be gained from services or product.

Customers. A person who will buy or purchase the product and can visit the website for

online reservation to interact, shows interest.

Quality. A degree of excellence of the services or product, that is measurable by the

standard against other competitors.

Restaurant. A place where people pay to sit and eat meals that are cooked and served on

the premises.

Satisfaction. A fulfillment of a person expectations or needs, accepting the reliable results

that will leads to satisfactory.

Service. A system that supplies the public’s needs such as fast foods, restaurants,

markets.

Website Reservation System. Tools that will help lessen time consumption for reserving

tables of customers.
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Significance of the Study

This study could be beneficial not only to the researchers but most specially to the

costumers of PAMA’s Eatery restaurant. This research will benefit the students, and future

researchers.

This research will be beneficial to them in gaining some knowledge and information

about on how to make a research of a reservation system. Besides, it can also help them to see

the step by step procedure in making this research from the start to finish. If the costumers are

not satisfied to the services and process and after they all completed read the research study, The

PAMA’s Eatery can give a full action to be followed by the researcher to make the customer

satisfied.

Future researcher. They can also use this as their basis if they want to conduct a study

about the same topic. This will make their work easier because this study provides important

information gathered from the study.

Owner. This website will help them to fast their service and to reserve the food to the

customer.

Researcher. They will benefit in this study because they will find the answers to the

research questions. Through this researcher, they can prove that their formulated hypothesis is

accepted in the study.

Students. This study will help students improved their academic competence and

knowledge. They can use this research if they are going to conduct a study like this. They can

use the ideas and information stated in the research.

Staff. This website will help them to minimize the preparation time for the tables for

customers.
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Scope and Limitation of the Study

This study focuses on the satisfaction of PAMA’s Eatery costumer’s service where

researchers uses actual online reservation testing within the PAMA’s Eatery website then

conducted the survey is composed of fifty (50) respondents around Santa Fe, Dasmarinas City,

Cavite. The researcher chooses simple random sampling with no gender and age basis, to those

customers of PAMA’s Eatery that will use the website and rate their satisfaction on the

restaurant’s service and how the systems function will help them in terms of reservation. The

PAMA’s Eatery is located at Block 2 Lot 7 Santa Fe, Dasmariñas City, Cavite. The Online

Inquiry and Reservation System will only be used for 1 week because the researcher’s need to

know if their system functions really well. After the completion of reservation system we will

immediately going for the testing procedure of the website in the PAMA’s Eatery to let the

Owner, staffs, and customers used it for 1 week. After the testing procedure we will conduct a

survey and ask a different questions regarding to the reservation system.

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CHAPTER II

REVIEW OF RELATED LITERATURE

This chapter includes the review of related literature relevant to our studies.

Thorsten and Alexander (1997) found Customer satisfaction with the product and

services of company as a strategic factor for competitive advantage. In the context of relationship

marketing, customer satisfaction is the way that leads to long term customer retention because

unsatisfied customers have very high switching rate (Lin & Wu, 2011).

Consumer satisfaction is characterized as the number of clients or rate of aggregate

clients, whose reported involvement with a firm, its items or its administrations, surpasses

determined satisfaction objectives. Business today is about making their client satisfied and

having a decent customer relation for the future keeping in mind the end goal to achieve

customer loyalty. A satisfied customer is less likely to switch their choice of products and

services. Satisfaction can be related to a person’s feelings that can either be pleasure or

disappointment resulting from comparing a service or product’s perceived performance in

relation to the buyer’s expectations (Kotler and Keller, 2009, 789).

In today’s business world, there are several competitors for any kind of business in the

market and the customers have a wide variety of products and services to choose from. If a

business fails to understand its customers’ need, the sales will start declining which will lead to

failure in many business cases. In order to improve the customer satisfaction, businesses need to

identify the customers’ experience and their needs. It is very important for a business to know

and understand the theory of customer satisfaction in order to improve it and meet the

requirement of the customers. It is important to do a customer research based on their interest,

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likes, desire and dissatisfaction point and provide them the value of what they pay for. (Kotler

2000, 88)

When the customer is satisfied with the service provided by the restaurant, positive

feedbacks will be helpful for the growth of the business. When a customer is unsatisfied about

the service and qualities of the restaurant because it did not meet the expectations of the

customers, it will lead to negative impacts that will give the business a bad image. In addition, if

the service of the restaurant meets the expectations of the customers, it will increase customer’s

satisfactory, loyalty and popularity of the restaurants in nearby populated places. (Hwang, 2018)

In the study entitled Satisfaction can be regarded as a broad principle; support good

quality is a component of satisfaction (Zeithaml&Bitner, 2003), it states that client satisfaction is

usually defined through Oliver’s (1997) conditions: that it is this consumer’s fulfillment result. It

is a ruling that a products or services feature, or this products or services per se, comes with a

pleasurable level of intake linked fulfillment. (Mckeon, 2019)

This theory will help the researchers to accomplishing one’s goals or objective in their

academics. And using the three theories stated in the study will benefit not only the researchers

but also other people.

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CHAPTER III

METHODOLOGY

This chapter shows the research design, local of the study, sampling method, population

of the study, research instrument, data gathering procedure and statistical treatment of data.

Research Design

The research method used for this study is experimental research design and the type of

experimental research design is repeated measures, where experiment includes the same group of

participants ordered in the restaurant reservation services, and the result is depends on the

customer feedbacks in the restaurant services, because the experimental research design can

investigate the level of satisfaction of the customer.

The researcher conducted this study to know if the PAMA’s Eatery restaurant reservation

service has high customer satisfaction. The researcher used survey questionnaire to find out if the

restaurant reservation service affected the customer satisfaction. The main purpose of this study

is to know if the customer expectation and satisfaction will be enough to help the restaurant

service fastened and hassle free to them by developing a reservation system for the restaurant.

Population of the Study

The researcher select (50) fifty respondents, 25 females and 25 males, with an age

bracket of 15 years old and above. Inside the PAMA’s Eatery restaurant, customers were chosen

randomly to participate in the survey.The researcher decide to pick customers who only eat in

PAMA’s Eatery and those who only used the application.

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Sampling Method

The researcher chooses purposive sampling. This method relies on the researcher’s

selection of respondents on pure chance thus, everybody in the population participates. They

choose this sampling method because the researcher chooses the 15years old and above for the

respondent and this research will only focus to customers who will use the reservation system.

The researcher also conducted a survey into the PAMA’s Eatery and selecting randomly

different costumer on the restaurants. One of those person that the researcher’s conducted a

survey is a student of a schools near the location of the restaurant including teacher and a senior

citizen. The respondents feedback on the restaurant is affecting the websites information on the

PAMA’s Eatery wherethe researcher will stated on the customer’s feedback part section of the

reservation system website.

Data Collection Procedure

The researcher asked for an approval from the owner of the eatery to conduct this study.

This is by writing a letter to inform the manager that the researcher has chosen their restaurant as

a sample in this research. The researchers interview the head chef and the owner for some

information that the researchers needed.

The researcher conducted a survey to find out the customer satisfactions, and the data that

was needed for this study. The 1 to 4 response type of answer to the questionnaires was given to

the participants of random customers inside the PAMA’s Eatery located in Block 2 Lot 7 Santa

Fe, Dasmariñas City, Cavite. The researchers used trusted website while gathering the needed

information. The researcher also uses statistical treatment for the survey forms and questionnaire.

The survey forms and questionnaire are made by the researcher. This study is using a
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Quantitative Research to quantify the problem by way of generating numerical data or data that

can be transformed into usable statistics. The type of questionnaire that we are using is the

Scaling Questions also referred to as ranking questions, it will represent an option for

respondents to rank the available answers to the question on the scale of given range values.

Statistical Treatment of Data

Mean Formula was used by the researchers to determine easily calculate the weight or

probability outcome of its.

Weighted mean was used in the analysis of the average level of satisfaction in terms of

service, and customer’s satisfaction. This statistical tool was used to determine the overall mean

based from the scale that was used. Responses to the questionnaire by customers were

statistically analyzed with the data requirements of the study.

Formula:

Mean Formula

∑ 𝑤𝑥
𝑥̅ =
𝑛

Where:

𝑥̅ represents the mean

∑w x - represents the summation of all ratings.

n - represents the number of customers

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Mean Interpretation

1.00 – 1.50 Very Satisfied

1.51 – 2.50 Satisfied

2.51 – 3.50 Not Satisfied

3.51 – 4.00 Very Unsatisfied

Figure 1.1: Interpretation Table

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CHAPTER IV

RESULTS AND DISCUSSIONS

This chapter includes the data gathered, results of statistical analysis and interpretation of

findings with the use of survey questionnaire regarding the

Website Design
2% 2%

Very Satisfied
22%
Satisfied
Unsatisfied
74% Very unsatisfied

Figure 1.2: Aesthetic Satisfaction

74% of the respondents answered that they were very satisfied on the attractive design of online

inquiry and reservation system, while 22% said they were satisfied. On the other hand, there are

2% of respondents said they were unsatisfied and also 2 % of the customers who were very

unsatisfied on the website.

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Color Appealing
0%

6%
Very Satisfied
22%
Satisfied
Unsatisfied
72% Very Unsatisfied

Figure 2: Aesthetic Satisfaction

72% of the respondents answered that they were very satisfied on the color appealing of online

inquiry and reservation system, while 22% said they were satisfied. On the other hand, there are

6% of respondents said they were unsatisfied and also 0% of the customers who were very

unsatisfied on the website.

Readability of Fonts
0% 4%

Very satisfied
Satisfied
44% 52% Unsatisfied
Very unsatisfied

Figure 3: Aesthetic Satisfaction

52% of the respondents answered that they were very satisfied on the readability of fonts of

online inquiry and reservation system, while 44% said they were satisfied. On the other hand,
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there are 0% of respondents said they were unsatisfied and also 4% of the customers who were

very unsatisfied on the website.

User Friendly
4% 2%

Very satisfied
28%
Satisfied
Unsatisfied
66% Very unsatisfied

Figure 4: Functionality Satisfaction

66% of the respondents answered that they were very satisfied on the User-Friendly of Online

inquiry and reservation system, while 28% said they were satisfied. On the other hand, there are

4% of respondents said they were unsatisfied and also 2% of the customers who were very

unsatisfied on the website.

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Convenient to use
4% 2%

Very Satisfied
Satisfied
38%
56% Unsatisfied
Very unsatisfied

Figure 5: Functionality Satisfaction

56% of the respondents answered that they were very satisfied on the convenient to use of

online inquiry and reservation system, while 38% said they were satisfied. On the other hand,

there are 4% of respondents said they were unsatisfied and also 2% of the customers who were

very unsatisfied on the website.

Simple reservation
0%
6%
Very satisfied
22%
Satisfied
Unsatisfied
72% Very unsatisfied

Figure 6: Functionality Satisfaction

72% of the respondents answered that they were very satisfied on the Simple reservation of

online inquiry and reservation system, while 22% said they were satisfied. On the other hand,
 22

there are 6% of respondents said they were unsatisfied and also 0% of the customers who were

very unsatisfied on the website.

Loading Speed

4%
16%
Very satisfied
Satisfied
Unsatisfied
20% 60%
Very unsatisfied

Figure 7: Functionality Satisfaction

60% of the respondents answered that they were very satisfied on the Loading speed of online

inquiry and reservation system, while 20% said they were satisfied. On the other hand, there are

16% of respondents said they were unsatisfied and also 4% of the customers who were very

unsatisfied on the website.

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Accurate information
4%

6%
Very satisfied
Satisfied
36% 54% Unsatisfied
Very unsatisfied

Figure 8: Content Satisfaction

54% of the respondents answered that they were very satisfied on the accurate information of

online inquiry and reservation system, while 36% said they were satisfied. On the other hand,

there are 6% of respondents said they were unsatisfied and also 4% of the customers who were

very unsatisfied on the website.

Reliable information
0% 4%

Very satisfied
Satisfied
40%
56% Unsatisfied
Very unsatisfied

Figure 9: Content Satisfaction

56% of the respondents answered that they were very satisfied on the Reliable information of

online inquiry and reservation system, while 40% said they were satisfied. On the other hand,
 24

there are 0% of respondents said they were unsatisfied and also 4% of the customers who were

very unsatisfied on the website.

Presentation of content
0% 4%

22% Very satisfied

Satisfied
Unsatisfied
Very unsatisfied
74%

Figure 10: Content Satisfaction

74% of the respondents answered that they were very satisfied on the Presentation of content of

online inquiry and reservation system, while 22% said they were satisfied. On the other hand,

there are 0% of respondents said they were unsatisfied and also 4% of the customers who were

very unsatisfied on the website.

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Appropriate content
0% 4%

18% Very satisfied

Satisfied
Unsatisfied
Very unsatisfied
78%

Figure 11: Content Satisfaction

78% of the respondents answered that they were very satisfied on the appropriate content of

Online inquiry and reservation system, while 18% said they were satisfied. On the other hand,

there are 0% of respondents said they were unsatisfied and also 4% of the customers who were

very unsatisfied on the website.

The Mean of Aesthetic is 1.42 and it’s very satisfied, while the Mean of Functionality is

1.48 and it is also a very satisfied. And the Mean of Content is 1.48 and it is very satisfied.

The overall mean of the Aesthetic, functionality and Content is 1.46 and it is very

satisfied.
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CHAPTER V

SUMMARY AND FINDINGS

Summary

The researchers found that the level of satisfaction of the customers of PAMA’s Eatery

to the Online Inquiry and Reservation System is higher. Customers find it accessible when

reserving a table and chair that they need. Aesthetic, Functionality, and Content is a main reasons

why it has a great level of satisfaction.

The overall level of satisfaction of the customers of PAMA’s Eatery to the Online Inquiry

and Reservation System is 1.46, Very Satisfied. Most of the customers are very satisfied in the

said system. 1.42 is very satisfied with the Aesthetic of the system, 1.48 was very satisfied in the

functionality, and 1.48 is very satisfied in the content.

Conclusions

The respondents were customers who have eaten in PAMA’s Eatery. The researchers

surveyed 50 customers.

1. All 50 respondents are satisfied with the Attractive design, Color Appealing,

Appropriate Content, and Presentation of content and simple reservation, the loading

speed of the website, readability of fonts, user-friendly, convenient to use, accurate

information and reliable information.

2. All the function of Online Inquiry and Reservation System satisfies the all 50

respondents. They satisfied of the appropriate content, color appealing of the website,

the loading speed of our website, presentation of content, simple reservation,

readability of fonts, attractive design, user-friendly, convenient to use, accurate

information and reliable information.

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3. Alternative Hypothesis is the outcome of the study, because the clients and customers

of PAMA’s Eatery have high satisfaction of Online Inquiry and Reservation System.

And the level of satisfaction of the customer, they very satisfied of the website.

Because the overall mean of Aesthetic, functionality and Content is 1.46 and based of

the description of our interpretation it is very satisfied.

Recommendation

The results given by the answered data are answering the questions that implicate in this

study. Thus, it answered the state of the problem by knowing the level of satisfaction of the

customers of PAMA’s Eatery to the Online Inquiry and Reservation System.

For future researchers, this study may serve as foundation to have further knowledge and

may conduct similar studies using other variables not mentioned in this paper. They can use this

as their basis if they want to conduct a study about the same topic. This will make their work

easier.

For the Students, this study will help students improved their academic competence and

knowledge. They can use this research if they are going to conduct a study like this. They can

use the ideas and information stated in the research.

PAMA’s Eatery Reservation Website can add more security standards when it comes

online, and have the permanent domain and host address of the website. Where it can be used

anywhere by customers, with a responsive UI design and a slight improvements of font styles.

Then the features of expandable contents on website with perfect and accurate information that

will be used within the website that is given by its rightful owner.
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Name (optional): ___________________________________________ Age: _________

Customer Satisfaction Questionnaire

Numeric Rating Equivalent

4 Very Unsatisfied

3 Not Satisfied

2 Satisfied

1 Very Satisfied

Direction: Please rate the following characteristic of Online Inquiry and Reservation System.
Based on how satisfied were you in using it. Above are the verbal meanings of the following
checkbox.

A. Aesthetic 4 3 2 1

1. Attractive design

2. Color Appealing

3. Readability of Fonts

B. Functionality 4 3 2 1

1. User- Friendly

2. Convenient to use

3. Simple reservation
process

4. Loading speed
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C. Content 4 3 2 1

1. Accurate
information

2. Reliable
information

3. Presentation of
content

4. Appropriate
content
 30

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