Macao Imperial Tea Customer Satisfaction

St.
Paul University Philippines

Tuguegarao City, Cagayan 3500
1 inch
THE MACAO IMPERIAL TEA CUSTOMER SATISFACTION
_______________________
1 inch
1
A Survey Presented
to the Faculty of the Graduate School

St. Paul University Philippines
Tuguegarao City, Cagayan
_______________________
In Partial Fulfillment
of the Requirements for the Degree
MASTER OF BUSINESS ADMINISTRATION
CHARLENE MAE S. ZAMBALE
________________________
DR. JANETTE FERMIN
First Semester 2020
Graduate School
2
INTRODUCTION
I am a certified milk tea addict.

Macao Imperial Milk Tea is one of my top choice milk tea shops. I am not a
native of Cagayan and I grew up in Manila wherein I am surrounded by milk tea
stores. When this store opened its doors to Tuguegarao, where i reside today, I
noticed how welcoming the Cagayanos are to their products. People will fall in
line for hours just to have a taste of their signature drinks. So, I guess I'm not the
only one addicted to it.
I have conducted a survey virtually and choose 40 respondents, most of them
are my colleagues and friends, of different variables. All respondents are
residing in the Philippines. I will elaborate on those variables in the next page.
The survey I have used was SurveyMonkey.
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VARIABLES
1-2. NAMES AND GENDER OF RESPONDENTS

MALE RESPONDENTS
1. Tristan John Zambale 11. Edward Vinagrera
2. Robin Mallillin 12. Ariel Villegas
3. John Lester de Leon 13. Benrick Adapon
4. Ejhay Maggay 14. Laren Alvarez
5. Primo de San Jose 15. Elmer Lappay
6. Jozepf Agustin 16. Neil John Verbo
7. Richard Pagunuran 17. Jay-Lord Pugal
8. Harold Ramos 18. Kevin Valdez
9. Jay Gabriel Taccad 19. Roger Bueno
10. Dominique Olaivar 20. Christian Caoile
FEMALE RESPONDENTS
1. Monalisa Zambale 11. Lea Remollino
2. Nina Angelica Zambale 12. Eunice Beran
3. Julie Claire Ronquillo 13. Sherlyn Tablit
4. Venice Domingo 14. Aira Taquiga
5. Janah Pagutalan 15. Nelfe Tagarian
6. Jewel Ramos 16. Carla Aspiras
7. Julie Salvador 17. Faie Cabalugan
8. Jessica Suyom 18. Christine Joie Olaivar
9. Joselle Felipe 19. Heizel Maquera
10. Mary Joyce Anne Sta Teresa 20. Ma Frelyn Sta Teresa
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1. GENDER OF RESPONDENTS
Forty (40) respondents were able to answer my survey, twenty (20) of them
were male and twenty (20) of them were female.
GRAPH 1. GENDER OF THE RESPONDENTS
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2. AGE OF RESPONDENTS
The survey was answered by respondents of different ages, ranging from
teenagers, to senior citizens to see if the popular milk tea is as diverse as of
those other milk tea giants.
40
30
20
10
0
61 and
above
years old
years old
years old
years old
years old
21- 30
10-20
31-40
41-50
51-60
GRAPH 2. AGE OF THE RESPONDENTS
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3. CIVIL STATUS OF RESPONDENTS
Forty (40) respondents were asked of their civil statuses and the result shows
that more single respondents enjoy a cup of milk tea.
GRAPH 3. CIVIL STATUS OF RESPONDENTS
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4. EMPLOYMENT STATUS OF RESPONDENTS
Majority of the respondents who enjoyed drinking milk tea are employed. Those
unemployed are currently students.
40
30
20
10
0
Employed
Employed
Unemploy
Self
ed
GRAPH 4. EMPLOYMENT STATUS OF THE RESPONDENTS
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5. NATIONALITY OF THE RESPONDENTS
All respondents are Filipinos. No foreigners were able to answer the survey.
GRAPH 5. NATIONALITY OF THE RESPONDENTS
6. RESIDENCY OF THE RESPONDENTS
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I am from Manila so I have respondents from NCR and nearby regions. But I am
currently residing in Tuguegarao so majority of my respondents are from Region
2.
GRAPH 6. RESIDENCY OF THE RESPONDENTS
7. MONTHLY INCOME OF THE RESPONDENTS
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This variable is essential to this survey to see who gets to buy more and who
gets to buy less. Based on the results, more than half of the respondents could
afford to buy a milk tea.
15
10
5
0
php 21, 000 -
php 31, 000 -
php 41, 000 -
php 50, 000 -
php 60, 000

php 10,000 -
php 20, 000
php 30, 000
and above
php 40, 000
php 60, 000

php 50,000
GRAPH 7. MONTHLY INCOME OF THE RESPONDENTS
8. OCCUPATION OF RESPONDENTS
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The graph shows the number of respondents employed by the government,
those of the private sector and students. It shows that individuals still enjoy
Macao Imperial Tea whether they are government or private business
employees.
20
15
10
0
Government Private Student
Employee Business
Employee
GRAPH 8. Occupation of Respondents
.
9. HIGHEST EDUCATIONAL ATTAINMENT OF RESPONDENTS
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The graph shows that most of the respondents where college graduates who
enjoy drinking Macao Imperial Tea.
35
30
25
20
15
10
5
0
GRAPH 9. HIGHEST EDUCATIONAL ATTAINMENT OF RESPONDENTS
10. SOCIAL CLASSES OF RESPONDENTS
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Respondents mostly belong to Low Income Class and Middle Income Class.
25
20
15
10
0
LowIncome Class Middle Class High Income Class
Graph 10. SOCIAL CLASSES OF RESPONDENTS
Here is the survey I made using Survey Monkey

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1. How likely it is that you would recommend Macao Imperial Tea to a friend or
colleague?
Not likely at all Extremely Likely
0 1 2 3 4 5 6 7 8 8 10
2. Overall, how satisfied or dissatisfied are you with Macao Imperial Tea?
o Very satisfied o Somewhat dissatisfied
o Somewhat satisfied o Dissatisfied
o Neither satisfied nor

dissatisfied
3. Which of the following words you would use to describe their Cheesecake
and Pearl Milk Tea? Select all the apply.
o High Quality o Overpriced
o Unique o Impractical
o Good value for money o Poor quality
o Reliable o Useful
o Unreliable o Ineffective
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4. How well do Cheesecake and Pearl Milk Tea meet your needs?
o Extremely well o Not so well
o Very well o Not at all well
o Somewhat well
5. How would you rate the quality of their Cheesecake and Pearl Milk Tea?
o Very high quality o Low quality
o High quality o Very low quality
o Neither high nor low quality
6. How would you rate the value for money of the product?
o Very expensive
o Expensive o Below average
o Average o Low cost
7. How responsive have we been to your questions or concerns about our

products?
o Extremely responsive o Not so responsive
o Very responsive o Not at all responsive
o Somewhat responsive o Not applicable
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8. How long have you been a customer of Macao Imperial Tea?
o This is my first purchase o 1-2 years
o Less than six months o 3 or more years
o Six months to a year o I haven’t made a purchase

yet
9. How likely are you to purchase any of our products again?
o Extremely likely o Not so likely
o Very likely o Not at all likely
o Somewhat likely
10. Do you have any other, comments, questions or concerns?
___________________________________________________________
___________________________________________________________
___________________________________________________________.
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RESULTS
Q1. How likely is it that you would recommend Macao Imperial Tea to a
friend or colleague?
• Out of forty (40) respondents, twenty two (22) promoted that they would
likely recommend Macao to a friend or colleague.
• Five (5) respondents are passives
• Thirteen (13) respondents don't recommend Macao
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Q2: Overall, how satisfied or dissatisfied are you with Macao Imperial Tea?
• More than half of the respondents (57.5%) are satisfied with Macao
Imperial Milk Tea.
• The result shows that no respondents are dissatisfied with the famous
milk tea store.
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Q3: Which of the following words would you use to describe their
Cheesecake and Pearl Milk tea? Select all that apply.
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More than half of the respondents answered a positive feedback for the store's
best-selling drink as seen in the table above
Q4: How well do Cheesecake and Pearl Milk tea meet your needs?
I used their best selling drink and my favorite to see if the product was really a
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best seller. judging from the results, 90% of the respondents are satisfied with
the taste of Cheesecake and Pearl Milk tea.
Q5: How would you rate the quality of their Cheesecake and Pearl Milk
tea?
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No respondents answered “very low quality. 82. 50% are satisfied with Macao's
best-selling drink.
Q6: How would you rate the value for money of the product?
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Thirty nine (39) out of forty (40) respondents answered Q6. Majority of them
answered that Cheesecake and Pearl Milk tea's price is equal to the product's
quality.
Q7: How responsive have we been to your questions or concerns about

our products?
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Ninety (90) % of the respondents are pleased with Macao's responsiveness

whereas ten (10) % answered they were not responsive.
Q8: How long have you been a customer of Macao Imperial Tea?
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With Macao just starting its business in Cagayan, respondents answered they
were customers for a short time. Showing the results, the store could expect
more customers in the next couple of years.
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Q10: Do you have any other comments, questions, or concerns?
Macao Imperial Milk Tea opened its stores in Cagayan recently. Two of its
branches are located in Robinson's Mall and SM Downtown. This store was
welcomed by Cagayanos and even people across the region. As seen in the
feedbacks, respondents are requesting to add more branches, probably to cater
a bigger market in Cagayan.
Graduate School

Macao Imperial Tea Customer Satisfaction

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St.

Paul University Philippines

THE MACAO IMPERIAL TEA CUSTOMER SATISFACTION

to the Faculty of the Graduate School

Tuguegarao City, Cagayan

of the Requirements for the Degree

MASTER OF BUSINESS ADMINISTRATION

CHARLENE MAE S. ZAMBALE

DR. JANETTE FERMIN

First Semester 2020

I am a certified milk tea addict.

1-2. NAMES AND GENDER OF RESPONDENTS

GRAPH 1. GENDER OF THE RESPONDENTS

GRAPH 2. AGE OF THE RESPONDENTS

GRAPH 3. CIVIL STATUS OF RESPONDENTS

GRAPH 4. EMPLOYMENT STATUS OF THE RESPONDENTS

GRAPH 5. NATIONALITY OF THE RESPONDENTS

6. RESIDENCY OF THE RESPONDENTS

GRAPH 6. RESIDENCY OF THE RESPONDENTS

7. MONTHLY INCOME OF THE RESPONDENTS

php 31, 000 -

php 41, 000 -

php 50, 000 -

php 60, 000

php 30, 000

php 60, 000

GRAPH 7. MONTHLY INCOME OF THE RESPONDENTS

9. HIGHEST EDUCATIONAL ATTAINMENT OF RESPONDENTS

GRAPH 9. HIGHEST EDUCATIONAL ATTAINMENT OF RESPONDENTS

10. SOCIAL CLASSES OF RESPONDENTS

Graph 10. SOCIAL CLASSES OF RESPONDENTS

Here is the survey I made using Survey Monkey

Not likely at all Extremely Likely

o Very satisfied o Somewhat dissatisfied

o Somewhat satisfied o Dissatisfied

o Neither satisfied nor

o High Quality o Overpriced

o Good value for money o Poor quality

o Extremely well o Not so well

o Very well o Not at all well

o Very high quality o Low quality

o High quality o Very low quality

o Neither high nor low quality

o Expensive o Below average

o Average o Low cost

7. How responsive have we been to your questions or concerns about our

o Extremely responsive o Not so responsive

o Very responsive o Not at all responsive

o Somewhat responsive o Not applicable

8. How long have you been a customer of Macao Imperial Tea?

o This is my first purchase o 1-2 years

o Less than six months o 3 or more years

o Six months to a year o I haven’t made a purchase

9. How likely are you to purchase any of our products again?

o Extremely likely o Not so likely

o Very likely o Not at all likely

10. Do you have any other, comments, questions or concerns?

• Five (5) respondents are passives

• Thirteen (13) respondents don't recommend Macao

Q7: How responsive have we been to your questions or concerns about

Ninety (90) % of the respondents are pleased with Macao's responsiveness

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