QUALITY OF SERVICES AND CUSTOMERS SATISFACTION IN INTERNET CAFE

A Thesis Proposal
Represented to
The Faculty of the Senior High School Department
Immaculate Conception Archdiocesan School

In Partial
A Fulfillment of the Requirements
For the Course in Practical Research 2
(Quantitative Research)

by:
Antonio, Jason Ray
Balasabas, John Lharry
Constantino, Joshmar
August, 2017
 TABLE OF CONTENTS

I INTRODUCTION

Background of the Study….………………………………………

Statement of the Study…………………………………………………

Significant of the Study………………………………………………...

Scope and Delimitation of the study…………………………………

ll THEORETICAL AND CONCEPTUAL FRAMEWORK

Related Literature ………………………………………………...

Related Studies………………………………………………….

Theoretical Framework………………………………………….

Conceptual Framework…………………………………………….

Hypothesis………………………………………………………………

Operational Definition of Variables …………………………………

lll RESEARCH METHODOLOGY

Research Design………………………………………………..

Research Settings/Locale ……………………………………………..

Population and Sampling Design ……………………………………

Research Instrument …………………………………………………

Validity and Reliability of the research instrument ……………….

Statistical Treatment of Data …………………………………….

IV

Result and discussion………………………………………………..

V

Results and Discussion…………………………………………………

Summary of Findings…………………………………………………….

Conclusion………………………………………………………………

Recommendation……………………………………………………..

Reference………………………………………………………………

Appendices………………………………………………………………

Curriculum Vitae…………………………………………………………
 CHAPTER I

INTRODUCTION

Background of the study

An internet café, also known as a cybercafé, is a place which provides

internet access to the public, usually for a fee. These businesses usually provide

snacks and drinks, hence the café in the name. The fee for using a computer is

usually charged as a time-based rate.

Internet cafes are located worldwide, and many people use them when

traveling to access webmail and instant messaging services to keep in touch with

family and friends. Apart from travelers, in many developing countries internet

café are the primary form of internet access for citizens as a shared-access

model is more affordable than personal ownership of equipment and/or business

model is model is the LAN gaming center, used for multiplayer gaming. These

cafes have several computer stations connected to a LAN. The connected

computers are custom assembled for gameplay, supporting popular multiplayer

games. This is reducing the need for video arcades and arcade games, many of

which are being closed down or merged into internet cafés for multiplayer gaming

is particularly popular in certain areas of Asia like India, China, Taiwan, South

Korea and the Philippines. In some countries, since practicallyall LAN gaming

centers also offer Internet access, the terms net café and LAN gaming center

have become interchangeable. Again, this shared-access model is more

affordable than personal ownership of equipment and/or software, especially

since games often require high end and expensive PCs.

 Internet cafes come in a wide range of styles, reflecting their location,

main clientele, and sometimes, the social agenda of the proprietors. In the early

days therewere important in projecting the image of the Internet as a cool’

phenomenon.

Internet cafes. Cafes started as places for information exchange, and

have always been used as places to read the paper, send postcards home, play

traditional or electronic games, chat to friends, find out local information.

Statement of the Problem

This study will intend to determine the quality of services and customers

satisfaction in internet café.

Furthermore, this study will seek to answer the following questions;

1. What quality of services are Internet café provide to the customers?

2. What is the level of satisfaction of the customers in the services of

Internet café?

3. Is there a significant relationship betweenthe quality services of the

Internet café and customers satisfaction?

Significance of the Study

Customers- They will request to the owner to improve what is needed to

improve and to give feedbacks to the owner so that the owner will be aware.

Owners- The owners will improve and do their best so that the customers will be

satisfied to the services that they offer to their customers and to comply to the

feedbacks of the customers.

Service- The owners or managers will improve their service to their customers

so that the customers will be satisfied to their good services.

Computers- The managers or owners need to maintain their computers and to

fix the problems if there is.

Scope and Delimitation of the study

The study was focus on the quality of services and customers’ satisfaction

in internet café. The study will be delimited to customers of Orbit2,Nyx,Gregs,

and RMR DOT NET Internet Café. It will be conducted Tetuan, Zamboanga City

in SY 2017 – 2018.
 CHAPTER ll

THEORETICAL AND CONCEPTUAL FRAMEWORK

Related Literature

Internet cafés are a natural evolution of the traditional café. Cafes started

as places of information exchange, and have always been used places to read

the paper, send postcards home, play traditional and electronic games, chat to

friends, find out local information.

As internet access in the increasing demand, many pubs, bars and cafes

have terminals, so the distinction of the internet cafes and the normal café is

eroded. In some particularly European countries, the number of pure internet

cafes is decreasing since more and more normal cafes offer the same services.

However, there are European countries where the total number of publicly

accessible terminals is also decreasing. An example of such a country is

Germany. The cause of this development is a combination of complicated

regulation, relatively high internet penetration rates, the widespread use of

notebooks, tablets and smartphones and the relatively high number of wireless

internet hotspots. Many pubs, bars and cafes in Germany offer wireless internet,

but no terminals since the internet café regulations do not apply if no terminal

offered. Additionally, the use of internet cafes for multiplayer gaming is very

difficult in Germany since the internet cafe regulations and a second type of

regulations which was originally established for video arcade centres applies to

this kind of internet cafes. It is, for example, forbidden for people under the age of
18 to enter such an internet café, although particularly people under 18 are an

important group of customers for this type of internet café. While most internet

cafés are private businesses many have been set up to help bridge the “digital

divide”, providing the computer access and training to those without home

access. For example, the UK government has supported the setting up of 6000

telecentres.

In Asia, gaming is very popular at the internet cafés. This popularity has

helped create a strong demand and a sustainable revenue model for most

internet cafés. With growing popularity, there also comes with this a responsibility

as well. In fighting for competitive market share, the internet cafés started

charging less and hence are adopting alternate means to maximize revenue.

This includes selling food, beverages, games and telephone cards to its patrons.

(http://www.hs.fi/nyt/art-20000029012.html)
Related Studies

The Internet flourishes in libraries and achieves before the rest of

the world noticed it. Limited facilities and computer access on local schools open

a need for other ventures like cafes where students could use the net for

academic requirements.

The Internet is an important tools in telecommunication, it is not so

much a fad as phenomenon. In due time, with increasing awareness of its

capabilities, people will be using it with ease as they do it to their telephones,

faxes and video camera.

Internet cafes are nothing new. They are all over key cities Paris,

London, even Bangkok and Singapore. Manila, which became familiar with

Internet only three years ago.

These days Internet Technology, and access to it, is literally

everywhere much so that if you can phone the country you can almost certainly

communicate with via the Internet.

Theoretical Framework

Theory of services means knowledge of what is permanent and normal in

producing a service. Traditionally, this knowledge has been accumulated in tacit

form in the professional skill of the people involved in the activity, but today more

and more of it is being documented in writing by researchers.

Satisfaction is an overall psychological state that reflects the evaluation of a

relationship between the customer/consumer and a company-environment-

product-service. Satisfaction involves one of the following three psychological

elements: cognitive (thinking/evaluation), affective (emotional/feeling), and

behavioral.

Conceptual Framework

Independent Variables Dependent Variables

QUALITY SERVICES OF CUSTOMERS

INTERNET CAFE SATISFACTION

Figure 1. Conceptual paradigm showing the variables of the study.

Our Independent Variables is the Quality Services of Internet Café and the

Dependent Variables is the Customers Satisfaction and they have significant

relationship between the quality services of internet café and customers

satisfaction.
Hypothesis

There is a significant relationship between the quality services of the

Internet café and customers’ satisfaction.

Operational Definition of Variables

For better understanding of this study, the following terms are defined.

Internet –an electronic communications network that connects computer

networks and organizational computer facilities around the world.

Café – a small restaurant where you can get simple meals and drinks

(such as coffee).

Internet café – a simple café in which customers pay to use computer

terminals to access the internet.

Quality –a characteristic or feature that someone or something has:

something that can be noticed as apart of a person or thing; a high level value or

excellence.

Services – to provide (someone) with something that is needed or

wanted; the work performed by the one that serves.

 Quality of Services –is the description or measurement of the overall

performance of a service, such as telephony or computer network or a cloud

computing service, particularly the performance seen by the users of the

network. To quantitatively measure quality of service, several related aspects of

the network service are often considered.

Satisfaction –fulfillment of one’s wishes, expectations, or needs, or the

pleasure derived from this.

Customer – someone who buys goods orservices from a business; a

person who has a particular quality; one that purchases a commodity or service.

.
 CHAPTER IIl

RESEARCH METHODOLOGY

This part of the study covers a comprehensive description of planned

process which includes research design, validity of the instrument, research

locale, respondents of the study data gathering procedure, statistical treatment of

data, research instrument and population of sampling procedure

Research Design

The descriptive survey method of research was applied in this study to

gather information which focuses on thesignificant relationship between the

quality services of the Internet café and customers satisfaction?

Descriptive method is a general procedure employed in studies that have

for their chief purpose the description of phenomena (Good, 1973). Survey is

used when the objectives of the study is to see a general or specific picture of the

population under investigation in terms of their social and economic

characteristic, opinions and their knowledge about or behavior towards a certain

phenomenon covering either relatively large population under investigation called

census or with limited scope which covers only a portion of population under

study called sample survey (Ardoles, 1992).

Research Setting/Locale

This study was conducted in the different streets at Barangay Tetuan

,Zamboanga City. Specifically, RMR DOT NET café located at Natividad Street,

ORBIT2 café located at Don Toribio Street, Greg’s café located at Dona Maria

Street and Nyx located at Don Toribio Street.

Figure 1. Sketch map

Population and Sampling

The target respondents of this study was the four (4) owners or

representative and ten (10) customers in each internet café.The researchersused

purposive sampling for the respondents, who was the owner or representative

and customers from the said internet café shop.

Research Instrument

The researcher instrument was used in a survey, specifically

questionnaire checklist which was personally administered by the researchers to

ensure that all the items are answered and for clarifications to be attended to.

Part 1: Personal information; the names of the respondents

Part 2: the questionnaire, consisting of 10 statements that had been

answered by the customers in the said internet café.

Validity and Reliability

The researchers was constructed questions which assessed by the

adviser and the checklist-questionnaire was submitted to the panels to seek of

their knowledge and expertise. The researchers complies the comments and

suggestions of the panels who served as the instrument to validate the relevance

of the questions.

Statistical Treatment of Data

The data was collected from the survey – checklist questionnaire and the

guide questions in the interview was carefully tabulated, weighted mean this

measure will be used to determine the averaged of the total mean and

descriptive statistical analysis.

 QUALITY OF SERVICES AND CUSTOMERS SATISFACTION IN INTERNET

CAFÉ

Name:_________________
(Optional)

Part 1: Quality of Services

Directions: Read the following sentences and check the choice of your
answer among the five categories 5-Very Satisfied 4-Satisfied 3-Neutral 2-
Dissatisfied 1- Very Dissatisfied.

Quality of Services 5 4 3 2 1

1. A well-ventilated area.

2. The owner practices proper sanitation in the café.

3. Restroom availability.

4. Affordable cost of services

5. Provide good speed of internet connections.

6. Well-maintained computers.

7. A safe and secured environment.

8. Approachable crew.

9. Comfortable place and best ambiance.

10. Computer’s quality updates.

Part 2: Customers Satisfaction

 Directions: Read the following sentences and check the choice of your
answer among the five categories 5-Very Satisfied 4-Satisfied 3-Neutral 2-
Dissatisfied 1- Very Dissatisfied.

Customers Satisfaction 5 4 3 2 1

1. How satisfied are you in the cost of the price.

2. How satisfied are you in the security of the

place.

3. How satisfied are you in the sanitation of the

place.

4. Were you satisfied of the conditions of the

computers.

5. How satisfied are you to the sanitation of the

room.

6. How satisfied are you to the ventilation of the

place.

7. How satisfied are you to the crew.

8. How satisfied are you to the manager’s service

9. How satisfied are you in the condition of the

computers.

10. How satisfied are you in the speed of the

internet.

ABSTRACT
 An internet café, also known as a cybercafé, is a place which provides

internet access to the public, usually for a fee. These businesses usually provide

snacks and drinks, hence the café is the name. The fee for using a computer is

usually charged as a time-based rate (Antamedia 2017).This research study will

explore the ways on how to maintenance the PC’s and the internet speed of it,

The purpose of this study is to describe Quality of Services and Customers

Satisfaction in Internet Café, so that, the owners and customers know how to

communicate to each other and benefits each others. Lastly, the views of the

owners and customers regarding on the relationship between the quality services

and satisfaction of customers in the internet cafe has no significant difference

when.

lV
 Results and Discussion

This chapter shows the discussion of the results. The discussion is carried

out according to the sequence of the problems in chapter 1.

Quality of services

Descriptive Statistics

Minimu Maximu Std.

N m m Mean Deviation
VAR00001 44 2.00 5.00 3.8864 .72227
VAR00002 44 3.00 5.00 3.9318 .72810
VAR00003 44 1.00 5.00 3.7045 .85125
VAR00004 44 1.00 5.00 3.7273 .92419
VAR00005 44 2.00 5.00 3.8409 .83369
VAR00006 44 2.00 5.00 3.7273 .81736
VAR00007 44 2.00 5.00 3.7727 .83146
VAR00008 44 2.00 5.00 3.5000 .92761
VAR00009 44 1.00 5.00 3.5909 1.01885
VAR00010 44 1.00 5.00 3.4773 1.30275
Valid N
44
(listwise)
Level satisfaction of the customers

Descriptive Statistics

Minimu Maximu Std.

N m m Mean Deviation
VAR00011 44 2.00 5.00 3.5909 .81606
VAR00012 44 1.00 5.00 3.6136 .92046
VAR00013 44 2.00 5.00 3.5455 .81994
VAR00014 44 2.00 5.00 3.6364 .96668
VAR00015 44 1.00 5.00 3.5000 .95235
VAR00016 44 1.00 5.00 3.6136 .99337
VAR00017 44 2.00 5.00 3.6136 .81315
VAR00018 44 2.00 5.00 3.6818 .98294
VAR00019 44 2.00 5.00 3.6818 1.02917
VAR00020 44 1.00 5.00 3.5455 1.10925
Valid N
44
(listwise)
Relationship between quality of services and cutomer satisfaction

Correlations
 VAR000 VAR000
21 22
VAR000 Pearson
1 .536(**)
21 Correlation
Sig. (2-tailed) .000
N 44 44
VAR000 Pearson
.536(**) 1
22 Correlation
Sig. (2-tailed) .000
N 44 44
** Correlation is significant at the 0.01 level (2-tailed).

Table 2. Quality of services

Items Mean Description
N

Well-ventilated 44 3.88 High

Proper sanitation 44 3.93 High

Restroom 44 3.70 High

availability

Affordable cost 44 3.72 High

Speed of internet 44 3.84 High

Well-maintained 44 3.72 High

Safe and secured 44 3.77 High

Approachable 44 3.50 High

crew

Comfortable 44 3.59 High

place

Computer’s 44 3.47 High

 quality

Table 2. Shows that the 44 respondents answer well-ventilated is mostly

answered high and the mean is 3.88 and also the respondents answer proper

sanitation is mostly answered high and the mean is 3.93 and the restroom

availability is mostly high the mean is 3.70 and in affordable cost mostly

answered high and the mean is 3.72 and the speed of internet most mostly

answered high and the mean is 3.84 and the well maintained mostly of our

respondents answered high the mean is 3.72 in the safe and secure they

answered high and the mean 3.77 and in the approachable crew the respondents

answered high the mean is 3.50 in the comfortable place all our respondents

answer high the mean is 3.59 and in the computer’s quality as well answered all

our respondents high and the mean is 3.47.

Quality services the customers need a ventilated café for them to play

comfortably and not to felt a hot (Antamedia 2017), Internet cafe is a place that

offers customers hi-speed internet access, other computer services and variety

of PC games. It deals with internet time that a customer buys and it can be sold

per hour or minute and sometimes longer. For the customers and to play

comfortably, if the internet café services have this quality said in the table 2 the

customers will always go to your café because you have a good services (handy

café 2005).
4.50 – 5.00 = Very High 1.00 – 1.49 =Very Low
3.50 – 4.49 = High
2.50 – 3.49 = Moderate High
1.50 – 2.49 = low
Table 3. Level satisfaction of the customers
Items N Mean Description
1.Cost of price 44 3.59 High
2.Security of the 44 3.61 High
place
3.Sanitation of 44 3.54 High
the place
4.Food they serve 44 3.63 High

5.Sanitation of 44 3.50 High

the restroom
6.Ventilation of 44 3.61 High
the internet cafe
7.Satisfied to the 44 3.61 High
crew
8.Manager’s 44 3.68 High
services
9.Condition of the 44 3.68 High
computers
10.Speed of the 44 3.54 High
internet

Table 3. Shows that the 44 respondents answered cost of price is mostly

answered high the mean is 3.59 and also the respondents answered the security

of the place they are high and the mean is 3.61 and the sanitation of the place

they answered high the mean is 3.54 and the food they serve the description is

high and the mean is 3.63 and the sanitation of the restroom they mostly

answered high the mean is 3.50 and the ventilation of the internet café they

answered high and the mean is 3.61 and the satisfied to the crew the mean is

3.61 and the description is high and the manager’s services the mean is 3.68 and

the description is high and the condition of the computers the mean is 3.68 and
the description is high and the speed of the internet all the 44 respondents

answered high and the mean is 3.54.

Be friendly and approachable, Have a clearly defined customer service

policy, Anticipate clients needs & go out your way to help them out, and to

maintain your PC and clean them and also your café so that it will look

presentable and a fast reliable pc (no hang ups, errors and delay) for them to

have (Unified Lanshop Owners Portal 2017).

4.50 – 5.00 = Very High 1.00 – 1.49 =Very Low

3.50 – 4.49 = High
2.50 – 3.49 = Moderate High
1.50 – 2.49 = low

Table 4. Relationship between quality of services and customer satisfaction

Quality Customers r p-value Interpretation

services of Satisfaction
internet café

Provide to 1 .536 Moderate & NS

Customers
Satisfaction .000 Low & NS
Sevices .536 1 Moderate & NS
Satisfaction .000 Low & NS

Table 4. this table show that the provide to the customers are moderate & NS in

interpretation and the p-value is .536 the p-value of Customers Satisfaction is .

000 so in the interpretation is low & NS. In the Service the r is .536 in the

interpretation is moderate & NS and in the Customers Satisfaction the r is .000

and the interpretation is low & NS.

The relationship between service quality and customer satisfaction, But the

nature of the exact relationship between service quality and customer

satisfaction (especially in the way the two constructs have been

operationalized) is still shrouded with uncertainty. Many researchers have

operationalized customer satisfaction by using a single item scale and many

others have used multiple item scales.The present study adopts a different

approach and views customer satisfaction as a multi dimensional construct

just as service quality, but argues that customer satisfaction should be

operationalized along the same factors (and the corresponding items) on

which service quality is operationalized. Based on this approach, the link

between service quality and customer satisfaction has been investigated. The

results have indicated that the two constructs are indeed independent but are

closely related, implying that an increase in one is likely to lead to an

increase in another (MCB UP Ltd 2002).

4.50 – 5.00 = Very High 1.00 – 1.49 =Very Low

3.50 – 4.49 = High
2.50 – 3.49 = Moderate High
1.50 – 2.49 = low
 CHAPTER V

Summary of findings

This is the final chapter of the paper, which has the contents of the

researcher finding that helps them give a brief conclusion and recommendation

whoever wants to have same study and helps to improve.

Summary of findings

The purpose of this research study was to find out Quality of Services and

Customers Satisfaction in Internet Café. Using the survey method, it helped the

researchers determine each experiences of the respondents of each owner and

their customers. The questionnaire consisted on a survey on the Quality of

Services and Customers Satisfaction in Internet Café, and 20 given statements

that the respondents answered. On the findings of the researchers, they have

discovered that the mostly internet café is had a good quality services. As a

result, the null hypothesis of the researchers was accepted.

Conclusion
 Based on the findings of the study, the researchers have drawn the

following conclusions:

1. The owner of the internet café of the Zamboanga City should focus the

cleanliness, maintenance, and the internet speed, for the Customers

Satisfaction.

2. The customer should ask the owner to put some comfort room where can

the customer to urinate.

3. The current status of the internet café in Zamboanga City had a good

services and mostly of them had a comfort room but the others is they

don’t have any CR’s.

Recommendations for Researchers

The following recommendations are offered for related research in Quality

of Services and Customers Satisfaction in Internet Café.

1. The researcher would like to recommend improvement of internet

speed of each internet café and their price.

2. The customer should recommend good sanitation and the cleanliness

of the internet café because some internet café look like a garbages

areas.

3. The researchers recommend that future researchers indulge more on

seeking out further factors affecting on Quality of Services and

Customers Satisfaction in Internet Café.

 4. The researchers should recommend that future researchers should ask

a maintenance for the PC every month.

Appendix

QUALITY OF SERVICES AND CUSTOMERS SATISFACTION IN INTERNET

CAFÉ

Name:_________________
(Optional)

Part 1: Quality of Services

Directions: Read the following sentences and check the choice of your
answer among the five categories 5-Very Satisfied 4-Satisfied 3-Neutral 2-
Dissatisfied 1- Very Dissatisfied.

Quality of Services 5 4 3 2 1

1. A well-ventilated area.

2. The owner practices proper sanitation in the café.

3. Restroom availability.

4. Affordable cost of services

5. Provide good speed of internet connections.

6. Well-maintained computers.

7. A safe and secured environment.

8. Approachable crew.
9. Comfortable place and best ambiance.

10. Computer’s quality updates.

Part 2: Customers Satisfaction

Directions: Read the following sentences and check the choice of your
answer among the five categories 5-Very Satisfied 4-Satisfied 3-Neutral 2-
Dissatisfied 1- Very Dissatisfied.

Customers Satisfaction 5 4 3 2 1

1. How satisfied are you in the cost of the price.

2. How satisfied are you in the security of the

place.

3. How satisfied are you in the sanitation of the

place.

4. Were you satisfied of the conditions of the

computers.

5. How satisfied are you to the sanitation of the

room.

6. How satisfied are you to the ventilation of the

place.

7. How satisfied are you to the crew.

8. How satisfied are you to the manager’s service

9. How satisfied are you in the condition of the

computers.
10. How satisfied are you in the speed of the
internet.

Immaculate Conception Archdiocesan School

SENIOR HIGH SCHOOL DEPARTMENT
Natividad St, Tetuan, Zamboanga City

September 26, 2017

The Manager
RMR DOT NET café
Natividad Street

Dear Sir/Madam:

We, the Senior High School students of Immaculate Conception

Archdiocesan School, are presently working on our research paper, “The Quality
of Services of the Internet Café and Customers Satisfaction” in partial fulfillment
of the requirements for the course in Practical Research 2.

In view thereof, we are requesting permission from your good office to gather
our data from your customers. These data will be used to provide answers to our
specific research problems. Rest assured that the data and identity of the
employees and customers will be kept highly confidential.

We look forward for your favorable action on this request.

Respectfully Yours:

Antonio, Jason Ray

Balasabas, John Lharry

Constatino, Joshmar

Researchers

Noted:
Romeo J. Gabito, MA
Adviser

Immaculate Conception Archdiocesan School

SENIOR HIGH SCHOOL DEPARTMENT
Natividad St, Tetuan, Zamboanga City

September 26, 2017

The Manager
Nyx
Don Toribio Street

Dear Sir/Madam:

We, the Senior High School students of Immaculate Conception

Archdiocesan School, are presently working on our research paper, “The Quality
of Services of the Internet Café and Customers Satisfaction” in partial fulfillment
of the requirements for the course in Practical Research 2.

In view thereof, we are requesting permission from your good office to gather
our data from your customers. These data will be used to provide answers to our
specific research problems. Rest assured that the data and identity of the
employees and customers will be kept highly confidential.

We look forward for your favorable action on this request.

Respectfully Yours:

Antonio, Jason Ray

Balasabas, John Lharry

Constatino, Joshmar

Researchers

Noted:
Romeo J. Gabito, MA
Adviser

Immaculate Conception Archdiocesan School

SENIOR HIGH SCHOOL DEPARTMENT
Natividad St, Tetuan, Zamboanga City

September 26, 2017

The Manager
Orbit2 café
Don Toribio Street

Dear Sir/Madam:

We, the Senior High School students of Immaculate Conception

Archdiocesan School, are presently working on our research paper, “The Quality
of Services of the Internet Café and Customers Satisfaction” in partial fulfillment
of the requirements for the course in Practical Research 2.

In view thereof, we are requesting permission from your good office to gather
our data from your customers. These data will be used to provide answers to our
specific research problems. Rest assured that the data and identity of the
employees and customers will be kept highly confidential.

We look forward for your favorable action on this request.

Respectfully Yours:

Antonio, Jason Ray

Balasabas, John Lharry

Constatino, Joshmar

RESEARCHERS

Noted:
Romeo J. Gabito, MA
Adviser

Immaculate Conception Archdiocesan School

SENIOR HIGH SCHOOL DEPARTMENT
Natividad St, Tetuan, Zamboanga City

September 26, 2017

The Manager
Greg’s café
Dona Maria Street

Dear Sir/Madam:

We, the Senior High School students of Immaculate Conception

Archdiocesan School, are presently working on our research paper, “The Quality
of Services of the Internet Café and Customers Satisfaction” in partial fulfillment
of the requirements for the course in Practical Research 2.

In view thereof, we are requesting permission from your good office to gather
our data from your customers. These data will be used to provide answers to our
specific research problems. Rest assured that the data and identity of the
employees and customers will be kept highly confidential.

We look forward for your favorable action on this request.

Respectfully Yours:

Antonio, Jason Ray

Balasabas, John Lharry

Constatino, Joshmar

RESEARCHERS

Noted:
Romeo J. Gabito, MA
Adviser

September 2017
Dear Respondents,

We, the Senior High School Students of ICAS, are presently working on our
research paper, “Quality of Services and Customers Satisfaction in Internet
Café”, in partial fulfillment of the requirements for the course in Practical
Research 2.

You have been chosen as one of our respondents. We request you to answer
honestly the items in the questionnaires. Rest assured that your responses will
be treated with utmost confidentially.

Respectfully yours,

Antonio, Jason Ray

Balasabas, John Lharry

Constantino, Joshmar

Researchers
 CURRICULUM VITAE

I. Personal Data

Name: Jason Ray C. Antonio

Address: Don Toribio St. TetuanZamboanga City

Date of Birth: February 25, 1999

Place of Birth: Zamboanga City

Age: 18

Sex: Male

Nationality: Filipino

Father’s Name: Eric J. Antonio

Mother’s Name: Elsie C. Antonio

No. of Siblings: 4

II. Educational Background

Elementary: Tetuan Central School

Junior High: Immaculate Conception Archdiocesan School

Senior High: Immaculate Conception Archdiocesan School

 CURRICULUM VITAE

I. Personal Data

Name: John Lharry F. Balasabas

Address: Paraiso Homes Subdivision Phase- 2 Block- 4 Lot- 20

Date of Birth: June 28, 1999

Place of Birth: Zamboanga City

Age: 18

Sex: Male

Nationality: Filipino

Father’s Name: Larry P. Balasabas

Mother’s Name: Ma. Teresina F. Balasabas

No. of Siblings: 2

II. Educational Background

Elementary: Curuan Central Elementary School

Junior High: Immaculate Conception Archdiocesan School

Senior High: Immaculate Conception Archdiocesan School

 CURRICULUM VITAE

I. Personal Data

Name: Joshmar A. Constantino

Address: Putik Zamboanga City

Date of Birth: March 29, 2000

Place of Birth: Manila City

Age: 17

Sex: Male

Nationality: Filipino

Father’s Name: Marvin Valencia

Mother’s Name: Florisa A. Constantino

No. of Siblings: 2

I. Educational Background

Elementary: Putik Central School

Junior High: Immaculate Conception Archdiocesan School

Senior High: Immaculate Conception Archdiocesan School

 REFERENCES

http://www.handycafe.com/en/about.php

https://www.antamedia.com/articles/free-tips-for-successful-internet-cafe-
business/

http://www.ulop.net/marketplace/11-business-style-and-strategies/143681-
customer-satisfaction

http://www.emeraldinsight.com/doi/abs/10.1108/08876040 210433248?
journalCode=jsm

http://en.m.wikipedia.org/wiki/Internet_caf%A

http://www.hs.fi/nyt/art-20000029012.html

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