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2. What is the level of service quality on the customer

satisfaction in terms of:

a. Reliability

b. Responsiveness

c. Assurance

d. Tangible

e. Empathy

3. What is the level of customer satisfaction?

4. Is there any significant relationship between service

quality and customer’s satisfaction in fast food

restaurants?

The null hypothesis in this study was that there is no

significant relationship between the service quality and

customer satisfaction in fast food restaurants.

This study applied the Comparative-Evaluative research

design whereas, utilization of compare and contrast

representative samples from two or more of subjects in

relation to certain designated variables that occur in

normal conditions and as well as making a judgement of its

worth or value.

The respondents of this study were composed of senior

high school students for the academic year 2019-2020. With

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the proper utilization of Calmorin’s formula, there were 195

respondents out of 513 involved in the conduct of survey.

The instrument used to gather the data was a

standardized questionnaire with a set of questions adapted

by the researchers.

To make it more precise, the respondents’ questionnaire

was composed of 6 categories of service quality and customer

satisfaction which was divided into 5 responses.

This research instrument had undergone content validity

with the assistance and complete constructive critiquing

from the panel expertise during the pre-oral defense.

The researchers used the Non-Probability sampling in

conducting this research, specifically the convenience

sampling, because this sampling involves the sample being

drawn from that part of the population that was close to

hand.

The researchers had used the different statistical

tools such as the Frequency Count, Mean, Percentage and

Pearson r. The frequency count was used to describe the

record of the number of respondents in this study. The mean

was utilized to calculate the average value of the

variables, while the percentage was used to represents the

fractions of a whole especially the number of respondents.

And lastly, the pearson r was used to measure the

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relationship between service quality and customer

satisfaction in fast food restaurants.

1. The result showed that the female respondents got

the highest number of respondents. According to age, 17-18

years old got the highest percent in the total population.

2. In Jollibee, responsiveness got the highest mean and

therefore is very high. While in Chowking, Tangible got the

highest mean and considered as high and was therefore the

most influential sub-variable.

3. In comparison, Jollibee got a higher average mean

than the Chowking. This simply means that the respondents

are more satisfied with the services given by Jollibee.

4. There is a significant relationship between the

service quality and customer satisfaction.

Conclusions

In reference with the findings of the study, the

following conclusions were drawn:

1. In conclusion, mostly female were the ones who tend

to evaluate the service quality in fast food restaurant

because women were more concerned not only on their food

bust also on the quality of service given to them.

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2. The study revealed that under the category of

responsiveness and tangible made up the highest mean, and

therefore the most influential dimension of service quality

in Jollibee and Chowking. All the service quality of the

restaurants got a positive response, hence, it reflected to

customer’s satisfaction towards the restaurant. Most of the

implications of the respondents stated that they were

satisfied with the attentiveness and promptness of the

employees in dealing with the concerns and problems

regarding with the service given. The customers were also

satisfied with the employees’ knowledge of courtesy and the

care that the restaurant provides to its customers.

3. However, despite of the good feedbacks for the both

restaurants, they were more satisfied with the service given

by Jollibee than Chowking. This means that Jollibee is the

highly preferred by the respondents that can meet their

satisfaction.

4. Moreover, there is a significant relationship

between the service quality and customer satisfaction. Thus,

regardless of the service quality will be given to its

customers, it will surely affect their satisfaction.

To clearly discern the findings, there was a

relationship between the service quality and the customer

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satisfaction in fast food restaurants. Therefore, the null

hypothesis was rejected.

The proper knowledge and assessment of service quality

not only around in Roxas City but all over the Philippines

as well has a significant impact on the food and service

industry. Combining all the dimensions of service quality

can help to have a better result in satisfying the

customers. This can result to a better relationship between

the business and the consumer. If they are satisfied, they

can turn into loyal customers and may favour the business.

So, with the proper utilization of service, it can build a

foundation of trust for both parties.

In strengthening the dimensions of service quality,

more customers are exposed- which only means a large market

scale, or superior to its competitors.

Recommendations

In reference with the findings and conclusions made,

the following recommendations are proposed for this study to

further flourish:

1. Restaurants and owners. Through this study, the owners

will be able to know in which dimensions they are lacking

and must focus. Through this study, they may be able to

formulate new and improved strategies that they may use to

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improve their service. Thus, it may help them find solutions

to attract and meet the expectations of the customers.

2. Customers. The customers should be knowledgeable about

the quality of service given to them to assess it and

evaluate if it can satisfy them and can turn them into a

loyal customer. Therefore, this study may suggest more

positive approach that can satisfy them.

3. Future researchers. For other researchers, they may be

recommended and suggested of the different dimensions of

service quality if used as a research topic because it needs

a lot of understanding to meet satisfaction and future

studies may use other variables for a similar study

conducted.