CUSTOMERS SATISFACTION ON JOLLIBEE’s SERVICES

The behavior of the crew are resistant where they want them right
and they do not mind their customers, most of the crew did not
work out so well that is why sometimes misunderstanding occurs.
And there are some instances that if the customers get angry
some of the crews will also be angry and it shows disrespect
since we all know that customers are always right.
Satisfied the customers are with the service and the accommodation
facilities. How the crews entertain their customers well. Customers will
be the company’s priority to make a long-term relationship giving them
a good service will surely make them happy.

Crew’s must have joy in their heart, passion in their work to let their
customers happy and enjoy in terms of the things that they are doing.
Their main goal is to satisfy their customers, but it’s not just to satisfy
their customers but also to build a good relationship with them.

The point of this study is to know if people are satisfied in the services
given by Jollibee crews, the different opinions of customers about the
services of Jollibee, and to make a long term relationship with the
customers and to earn their trust and loyalty. Making a happy
atmosphere will be a good start to let their customer be satisfied in their
services offered.
Reason’s for conducting this study is to make sure that their
communications with us/customers will not be harsh so that some of the
customers will not encounter misunderstandings between the Jollibee
crews. And also to know the company customers’ level of satisfaction
and how satisfied the customers are with the service and the
accommodation facilities.
INTRODUCTION

Good services and customers satisfaction is the most important in a

business. As time goes by in every businesses, giving a good services to
the customers is becoming more and more important.

If the company able to serve their customers well and they able to
achieve their customer’s expectations there’s a possibility that they can
create a long term relationship with their customer’s and they can easily
get their trust. Since we all know that having a satisfied customers can
be a great impact to the company. When measuring a customer’s
satisfaction it can help the company to know the feedbacks and the
comments of their customers to know the flaws of their business and
with that it can give them an opportunity to give their customer’s wants
and to improve their services. Giving a good services so that their
customers will be satisfied must be done regulary, if it is done regularly
the results will be more beneficial to the company.

RELATED LITERATURE AND STUDIES

Most of the feedback was about the very good service they got, there
was several praising words used of the service, like open, friendly, very
nice. Someone also wanted to thank for the fact that warm SMILE and
GREETINGS was waiting for the customers People felt that the place is
very home-like and willingness to serve is excellent and the
surroundings are clean. One guest also praised the company’s internet
page. Here is the list where the company had succeeded well or very
well according to the customers Service, Good and tidy accommodation,
facilities, Succeeded in everything, Home-like atmosphere, Location,
Willingness to serve, Clean/neat surroundings, Peaceful surroundings,
Internet pages.
THEORETICAL FRAMEWORK
The aim of this chapter is to see through the theories connected to the
research. The theoretical study is divided into four different chapters:
customer, customer satisfaction, customer service and customer
relationship.

In the customer satisfaction RESEARCH the point was to find out what
makes the customers feel satisfied so the factors affecting customer
satisfaction are introduced. Then the customer satisfaction levels are
introduced, those can be divided into different categories. Customer
loyalty is examined and the reasons that make customers stay loyal are
considered. At the end of this RESEARCH there is a section on
dissatisfied customers, in which the reasons that make people feel
dissatisfied with something and how the company should react to
dissatisfied customers and what you can learn from these customers are
all examined.

Customer relationship marketing are examined. It is important for a

company to understand what different means they have in the
competition situation, how they can make themselves stand out of the
competitors. The impact of customer service staff, relationship networks
and the 4P model and the parts of that are all examined. These means are
examined to point out how different things and even small choices can
affect customer satisfaction.

Clarifying how customer satisfaction is created, what means there are to

achieve it and what customer satisfaction can mean to a company. In
customer service it is important to keep monitoring and measuring
customer satisfaction continuously in order to see how the business is
doing or what could be improved and how.
CONCEPTUAL FRAMEWORK
STATEMENT OF THE PROBLEM

HYPOTHESES
Level of Customers Satisfaction of Jollibee in Cotabato, in gathering
data questionnaires, will be given to the sample size population of
Jollibee in Cotabato, and it would be conducted through survey.
Through this the research will get the necessary information. If the
Jollibee’s services is good or not good.
SIGNIFICANCE OF THE STUDY
Doing this research about Jollibee can make them to improve