INTRODUCTION

Fast food restaurant is now evolving in the food service industry. People prefer to go into
fast-food chains not just because of their food preference but because they serve their
customers in a quick manner. A fast-food restaurant is a restaurant characterized both by food
which is provided quickly after ordering and by minimal service. The food in these restaurants is
often cooked in advance and preserved in warm storage and then reheated if there is an order.

Mang Inasal is the Philippines' fastest-growing barbeque fast-food chain and was first
established on December 12, 2003, in Iloilo City. It is a locally owned fast food restaurant in the
country serving its famous native-style and “nuot-sarap” Chicken Inasal with its pioneering
unlimited rice which won the hearts of its customers. They provide a wide array of Filipino
comfort food with typically Pinoy stamp-grilling and special marinade made out of local secret
spices. Eating large amounts of chicken and pork is enjoyable if paired with cups and cups of
rice. Chicken oil is used instead of gravy to pair with rice which adds more Pinoy flavors to it. It
encourages its customer to use their bare hands in eating rather than using a spoon and fork.
They are also different from other fast-food chains because it serves grilled chicken compare to
those common fried chicken.

Variations in their menu are constantly being developed to meet the particular demands
of its growing customer base. Because the company has a lot of meals to offer to the customer,
and more people are buying their products, sometimes it happened that some of their crews are
unable to cater to all the customers which became the reason for the delay of providing their
orders.

According to Gadais (2005), the customer is the foundation of any business' success.
The primary objective of a restaurant is its customer service by offering positive reviews and
satisfied their customers. Good service is important for every restaurant and there are many
ways a restaurant can give its customers excellent customer service. It doesn't matter how nice
the restaurant lighting is, or how wonderful the food is if their service does not work.

Customer satisfaction covers various factors of day-to-day restaurant operations.

Increased retention of consumers can be maintained by prioritizing the preferences of
customers. Both the staff and management should be involved in achieving excellent customer
satisfaction reviews, such as clean restrooms, good food, and a pleasant and comfortable
environment.
 Recently, there has been a rise in customer demand for the safeness and quality of
food, primarily due to coronavirus disease, which causes the food industry to develop and
conduct food safety research and to establish safety standards. Food sanitation and safety
practices should be focused on customer attention, quality management, the process approach,
and continuous improvement.

Food sanitation and safety standard are essential for the food industries to ensure that
the food is safely prepared, stored, and will not cause harm when consumed by the customers.
It is the customer’s reviews and suggestions who will determine the potential improvement and
development of a restaurant. Customers are also considering the sanitation, environment, and
quality of service. Customer satisfaction is the ultimate priority of every restaurant because its
growth and progress are dependent on how the customers will patronize their food and overall
service.

Food sanitation is more than just cleanliness. According to Somoray (2015), it included
all activities involved in protecting the food from the risk of contamination of harmful bacteria
and preventing it from multiplying which may cause illness to the customers. It begins with the
personal hygiene of staff, the safe handling of foods during preparation, and clean utensils,
equipment, appliances, storage facilities, kitchen, and dining room.

Customer reviews and suggestions are an important factor for a business to determine if
their service is effective or if they need improvement. According to the Mang Inasal Facebook
page, there are reviews and complaints on their poor services and also on the quality of their
food. Therefore, this paper aims at examining key factors influencing food safety implementation
of Mang Inasal and how to improve those identified factors by using one of the most commonly
used quality tools, which is the cause and effect diagram or also known as the fishbone
diagram.

References:

Banzuela, M.A. et al. (2015, Sept). Level of Satisfaction of Mang Inasal Customers in Sto.
Tomas Batangas. LPU-Laguna Business and Accountancy Journal. Retrieved from:
http://lpulaguna.edu.ph/wp-content/uploads/2016/08/Level-Of-Satisfaction-Of-Mang-
Inasal-Customers-In-Sto.-Tomas-Batangas.pdf
Lopez, R. & Mercado D.K. (2011). Mang Inasal Philippines Inc. Mary the Queen College.
Guagua Pampanga. Retrieved from: https://www.scribd.com/doc/64568286/MANG-
INASAL

Matullano, M.N. (2014). Introduction to Mang Inasal. Retrieved from: https://www.scribd.com/

document/243062557/Introduction-to-Mang-Inasal-Save

Somoraay, A.M. (2015). Principles of Food Sanitation, Safety & Hygiene. A Lecture
Compilation. Retrieved from: https://www.scribd.com/document/281090169/PRINCIPLES
-OF-FOOD-SANITATION-SAFETY-HYGIENE

Tangtrongsakol P. et al. (2013). Cause and Effect Diagram of Food Safety Standards: AEC
Preparation. School of Management Technology. Sirindhorn International Institute of
Technology, Thammasat University. Retrieved from: http://www.ppml.url.tw/EPPM/
conferences/2013/download/SESSION12/12-2_Cause%20and%20Effect%20Diagram%
20of%20Food%20Safety%20Standards_%20Aec%20Preparation.pdf