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SOP:

1. Demographic Profile

NAME

(SRI International) Respondents are the group of people from whom you will
collect the
information you need to help you answer your evaluation questions. They are the
people you
will interview or survey or who will participate in your focus groups.
AGE

There are several products that are marketed only to the millennials. Similarly, there

are products meant for the elderly and which meet the needs of people past their Middle Ages.

This body of literature states that Age is an important factor in demographics, influencing

consumer behavior. When people evolve, they change their needs. Similar changes come to

their buying decision making patterns. Age is also an important factor10 affecting market

segmentation and marketing strategy. Marketers segment their target market based on age.

There are several products that are marketed only to the millennials. Similarly, there are

products meant for the elderly and which meet the needs of people past their Middle Ages.

According to Pratap (2019) Between male and female sexes, several things are different, and

these differences also affect their buying choices. The two sexes have different needs in terms

of fashion and lifestyle.

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According to the study of Norcio et al., (2018) entitled “Job Satisfaction of the

Graduates of Bachelor of Science in Tourism and Resort Management” there are personal

characteristics that affects employee’s performance such as age, sex, marital status, and

tenure. The relationship between age and work performance may be an issue of increasing

importance during the next decade. There is a widespread belief that work performance

declines with increasing age. With age and experience come a variety of benefits including, for

many, enhanced self-esteem. One of the more consistent findings has been that there is a

positive relationship and age.

Norcio (2018) believed that performance at work declines while ageing. Age is a factor for the

delivery of good service and the accuracy of performing the task may decline due to age.

However, Chung J (2015) claims that it is not about how long an employee have worked on the

industry that makes their performance better but the enhanced cognitive ability employees’

have gained while working.

SEX

Sex differences have no significant relationship on fresh graduate’s employability.

The industry does not glean too much on the gender of the applicant as they believed that skills

and ability to withstand pressure is more necessary (Bardi, 2009). In employability, if she/he is a

fresh graduate but they believe in their ability to do work they have a chance to get a job.
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According to the study of Novicio et al., (2018) certain studies on sex and job

satisfaction noted that women’s job satisfaction is not lower than men’s, given that women’s

jobs are often inferior in terms of pay, autonomy, and promotional opportunity.

According to Commission on Higher Education (CHED, 2010) The number of college graduates in

Quezon City in a school year 2009-2010 have been increasing by an average of 5.78% or 21, 435

annually since school year 2005-2006, the female outnumbered the males, there are 13, 296

females and there are 8, 139 males.

On the other hand, it is also worthy to note that most of the studies have found no

significant difference in the level of job satisfaction between male and female. Men and women

differ in terms of work-related values. If he or she is a fresh graduate but they believe in their

ability to do work, they have a chance to get a job.

CIVIL STATUS

According to the study of Pagao et al., (2018) research has found out that job

satisfaction and work performance of employee also varied by civil status. Overall job

satisfaction and performance of employees was higher association with job satisfaction than

their married colleagues (Capillas and Javier, 2016).

Based on the study of Colarte et al., (2018), researchers tend to argue that single

parents may feel more work-family conflict than married parents because they must shoulder

the dual demands of paid work and family responsibilities with fewer resources (Avison, Ali and

Walters, 2007; and Hertz 1999).

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The reason may be marriage imposes increased responsibilities that may make a

steady job more valuable and important. Job satisfaction is required to have a steady job.

Many, in such cases, strive to coup up or adjust them with the facets they are dissatisfied with.

SOP #2. CUSTOMER SATISFACTION

According to Perng (2007), achieving high levels of service quality is one method to

keep customers both satisfied and loyal. Customer satisfaction is judged as the soul of triumph

in today’s competitive business world. This concept is gradually becoming a business goal as

more corporation's struggle for excellence in their services and/ or products (Bitner & Hubbert

1994). In this situation, the consideration on the understanding of determinants of customer

satisfaction is of immense implication to the marketers. Customer satisfaction is a key factor of

diverse marketing activity which basically imparts the linkage between the different stages of

customer buying behavior.

In today’s economy, customer satisfaction has come out as critical component for

the top management of successful business and human elements as well play essential role to

determining the whole perception of service quality and satisfaction. (Olsen 2012).

Customer Satisfaction and its Importance Most of the authors have and had given the

wide-ranging definition about the customer satisfaction. From among those authors, Kotler and

Keller defines customer satisfaction as, ““person's feeling of pleasure or disappointment which
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resulted from comparing a product's perceived performance or outcome against his/her

expectations” (Kotler & Keller, 2012).

According to Jana & Chandra (2016), customer satisfaction has become an important

aspect of the hotel industry. Unlike mother industries, the hotel industry prospers due to

customers’ retention. It is only through customer satisfaction that a hotel can retain its

customers.

SOP #3:

AMBIANCE

According to a study conducted by Ryu et al (2010, 312) consumers save a large

chunk of their time and get a better environment when they eat out nowadays as compared to

the last decade. The eating out trend have influenced restaurateur to put great emphasis in

their interior and create a more soothing environment for customers. The concept behind

opening a restaurant is to provide quality food and a variety to its customers. However, with

the drastic change in the eating out trend customers look for more than the quality of food in a

restaurant. They expect restaurants to provide them with the ambiance of comfort, quality and

high standard (Horng, Chou, Liu, & Tsai 2013, 17). If the atmosphere of the restaurant does not

comfort the customers and they do not return for another dining experience, the staff has not

created a service that satisfies the emotional, psychological and cognitive needs of the

customers (Lin 2010). The increasing demand of restaurants have led restaurant owners to

believe that the environment and ambiance of their restaurant have to be compelling enough
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in order to retain customers for more visits (Xu 2007, 42). The environmental factor of a

restaurant is divided three ways; the ambient cues, social cues and design cues (Baker, 1987,

82). The ambient cues involve the entire ambiance that the restaurant possess, the design cues

consist of the décor and interior design of a restaurant and the social cues includes the people

that are present in the restaurant, adding more to the restaurant’s quality and status. For the

research, the focus was primarily on the factors which makes up the ambient cue which are

cleanliness of the restaurant and the scent that lingers in the background and give a positive

vibe to the customers (Bohl, 2012)

Cleanliness and ambience the restaurant industry requires to pay particular

attention to the cleanliness of a restaurant. As this factor determines the quality of the dining

place and form a perception in the minds of customers (Barber & Scarcelli 2009, 312; Liu et al

2009, 339). The research conducted by Ariffin, Bibon and Raja Abdullah (2011, 35), concluded

that pleasant scent can either make or break a dining experience for customers. Another

research findings by Ryu and Jang (2007, 59) showed that the background scent or the aroma

by the cooked food triggers the customers on an emotional level and enhance their dining

experience.

VENTILATION

Commercial office buildings predominantly are designed to be ventilated and

cooled using

mechanical systems. In temperate climates, passive ventilation and cooling techniques can be

utilized to reduce energy consumption while maintaining occupant comfort using natural
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ventilation. However, current modeling techniques have limitations and assumptions that

reduce

their effectiveness in predicting internal building performance. There are few tools to predict

the

thermal performance of and resulting airflow patterns in naturally ventilated office buildings

accurately. This thesis presents three significant contributions for the evaluation of natural

ventilation in buildings: * A methodology for assessing the performance of naturally ventilated

buildings through a reduced-scale air model was developed based on dimensional analysis and

similitude criteria. Buoyancy, wind, and combined ventilation strategies for a multi-zoned

commercial office building with an open floor plan layout were evaluated using the reduced-

scale model. * Guidelines were established for monitoring natural ventilated buildings as a

means to evaluate their operation, based on field measurements of a prototype building were

established. * A framework for evaluating current techniques for modeling airflow patterns in

naturally ventilated buildings were developed, including guidelines for model development and

analysis. Data from the reduced-scale model were compared to the data obtained from

monitoring a prototype building and then used in creating numerical simulations.

(cont.) Certain building characteristics, such as atrium stack vents and railings, influenced the

resulting simulation predictions and simple analytical model results. Lack of detailed
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temperature

stratification and surface temperature data in the prototype building prohibited the exact

comparison of the methodology for more complex design characteristics, such as thermal mass.

FOOD

This is anything edible raw or cooked and it's not harmful to the human body. Food,

substance consisting essentially of protein, carbohydrate, fat, and other nutrients used in the

body of an organism to sustain growth and vital processes and to furnish energy. The

absorption and utilization of food by the body is fundamental to nutrition and is facilitated by

digestion. Plants, which convert solar energy to food by photosynthesis, are the primary food

source

SERVICE

A service is an act or performance that one party may offer to another that is

strictly intangible and does not result in ownership of anything (Kotler, 2012).

Services have four unique characteristics which distinguish them from goods. Services are

intangible, perishable, variable and inseparable (Lamb, Hair and McDaniel, 2008). This view on

the four characteristics has been criticised by some authors on the basis that the characteristics

stated are not applicable to all service sectors (Afthinos et al, 2015).

Also, focusing heavily on these characteristics can overlook the consumer role in the delivery of

a service (Afthinos et al, 2010). A key feature of the services is inseparability, as it clearly
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highlights consumer-employee interaction as a vital part of production and consumption of a

service (Chelladurai and Chang, 2010).

One way of measuring the service provided is to ask customers to give feedback

through certain tools.

PRICE

It is not easy to decide pricing for a product or service because the core values of the

available goods are used to evaluate price which is crucial for consumer satisfaction because

the price is the most prominent factor to help customer estimate the good or service value.

Price also determines, for a customer, to decide on a purchase or not (Khan 2011). Customers,

therefore, are more inclined to base their purchase decision on price factor than on anything

else (Khan 2011). According to Skindaras (2009, 3), we come across a lot of assorted products

bearing different price ranges. In Marketing Mix, the price is one of the four P’s which play an

important part in implementing marketing strategy (Kottler & Armstrong 2012). Service

excellency and merchandise quality helps customers enough to know price associated with the

restaurant

HYGIENE AND SANITATION

Health is the level of functional and metabolic efficiency of a living organism. The World

Health Organization (WHO-2006) defined human health in its broader sense as “a state of
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complete physical, mental, and social well-being and not merely the absence of disease or

infirmity” . Health, or health and well-being, are also includes a supportive environment,

personal security, freedom of choice, social relationships, adequate employment and income,

access to educational resources, and cultural identity (Diaz et al., 2006; Millennium Assessment

2005).

Hygiene is a set of practices performed to preserve health. According to the World

Health Organization (WHO), “Hygiene refers to conditions and practices that help to maintain

health and prevent the spread of diseases. Hygiene is a concept related to cleanliness, health

and medicine. It is as well related to personal and professional care practices. In medicine and

everyday life settings, hygiene practices are employed as preventative measures to reduce the

incidence and spreading of disease. Hygiene practices vary, and what is considered acceptable

in one culture might not be acceptable in another. In the manufacturing of food,

pharmaceutical, cosmetic and other products, good hygiene is a critical component of quality

assurance. The terms cleanliness and hygiene are often used interchangeably, which can cause

confusion. In general, hygiene refers to practices that prevent spread of disease-causing

organisms. Cleaning processes (e.g., hand washing) remove infectious microbes as well as dirt

and soil, and are thus often the means to achieve hygiene. Sanitation generally refers to the

provision of facilities and services for the safe disposal of human urine and feces. The word

‘sanitation’ also refers to the maintenance of hygienic conditions, through services such as

garbage collection and wastewater disposal. (WHO). Environmental sanitation envisages

promotion of health of the community by providing clean environment and breaking the cycle

of disease. It depends on various factors that include hygiene, status of the people, types of
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resources available, innovative and appropriate technologies according to the requirement of

the community, socioeconomic development of the country, cultural factors related to

environmental sanitation, political commitment, capacity building of the concerned sectors,

social factors including behavioral pattern of the community, legislative measures adopted, and

others. India is still lagging far behind many countries in the field of environmental sanitation.

(Pandve, 2008).

SECURITY AND SAFETY

As Pizam and Mansefeld (2006) argue, the key to a favorable and satisfying

development of tourism are the three basic principles called peace, safety and security. As the

travel and tourism industry is among the largest and fastest growing industries in the world, it is

not easy to maintain these principles (Floyd et. al., 2003). Santana (2003) as well as Valencia

and Crouch (2008) argue that the tourism industry, especially nowadays, is more susceptible

and fragile to any incidents related to safety and security than ever. They argue that events,

such as natural disasters, terrorist attacks, all crime related activities as well as epidemic

plagues often have a rapid and straight impact on the industry. The very fact that people all

over the world are interconnected through the world wide web, makes it possible to easily

exchange, gain and spread information. This constant and easy access to all kinds of media and

news, does not only change the image of several destinations, it also changes the consumer’s

attitudes and perceptions towards these regions and finally influences the consumption

behavior (Valencia and Crouch, 2008). As it is the way, people perceive risk that influences their
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behavior, the importance of this issue should not be underestimated. (Weinstein, 1988 and

Sjöberg, 2000) Especially developing countries, where the economy is less industrialized and

high rates of poverty are common, have problems in controlling potential risk factors and

therefore developing their tourism sector. (Third World Traveler, 2011) As Ayoob (2001) argues

it is the existence of all the factors related to security appearing within developing countries

that harm the internal security system as well as the development of the countries economy.

Particularly the Sub-Saharan region, including countries like South Africa, Namibia, Zambia and

several more, is plagued by hazards such as epidemic diseases, limited health care as well as

high crime rates. Ashley and Mitchell (2005) argue that particularly in the case of Africa,

tourism is one of the main providers to a successful development of the countries economies as

well as an important issue for poverty reduction. As safety and security are important aspects

for the consumers of tourism services, any kind of threat related to the verification of theses

aspects present significant obstacles to the destination image, the tourist arrivals as well as the

host communities and therefore it Is extremely important to ensure and maintain a secure and

safe environment for travelers. (Pizam and Mansfeld, 2006).

FACILITY

Refers to the point of sale. It is a manifestation of the strategy of an organization

about how and in what manner it wants its products and services to be made available to the

customers so that a profitable exchange can be instituted with the customers. In every industry,

catching the eye of the consumer and making it easy for his/her to buy a product or service is

the main aim of a good distribution or place strategy. But with the increase of customer

convenience, there is usually an associated additional cost (Balram Dogra, 2014).