Republika ng Pilipinas

HOLY TRINITY COLLEGE GENERAL SANTOS

CITY
Daproza Avenue, General Santos City

“THE IMPACT OF POOR SERVICE QUALITY IN MANG INASAL”

Submitted to:

Ms. Anita R. Almoite

Teacher of Strategic management of
Holy Trinity College of General Santos City

Submitted By: Group D

Andang, Queen Naisa

Artajo, Kristell Cate
Domanjog, Trixie Jane
Libradilla, Diana Rose
So, Welfane Precious
Solis, Hyacynth Kaye
Suello, Ella Mae
Thelmo, Hazel
Vendor, Hazel

October 2022
Introduction

Mang Inasal's authentic fusion of traditional Filipino cuisine with the

dine-in concept. Famous for its native-style and “nuot-sarap” Chicken Inasal
with its pioneering “unlimited rice”, Mang Inasal quickly won the hearts of its
customers with its distinctively Pinoy stamp-grilling and special marinade
made out of local secret spices. The restaurant was an instant success,
opening close to thirty branches in just three years. Today, Mang Inasal is the
leading Pinoy branded outlet in the country, with its strong portfolio of Chicken
Inasal, Pork BBQ, Halo Halo, and Palabok. Variations in the menu are
constantly being developed to meet the discriminating demands of its growing
customer base. Mang Inasal promotes sustainable community living by
providing employment opportunities and by sourcing out local materials in its
business operations. In that matter, the company takes an active stance in
developing livelihood programs for the betterment of the community it serves.
The affordability of the company’s offerings proved to be a competitive
advantage for the budget-conscious Filipino—thus strengthening its foothold
in the fastfood consumer market and enabling the company to grow in times
of economic turmoil. If a company has a lot of meals that it offers to
customers and more people are availing their products, then it must happen
that sometimes some of their crew can’t assess all customers, which is the
reason for the delay in orders.
Businesses that consistently provide poor quality service eventually
fail. Customers today have so many options, and if they have a horrible
service experience, they will go to a rival. Your clients always want to be
understood and well-treated, regardless of the type of business you are in.
Many customers still consider the customer experience to be important. In
light of this, it is crucial for firms to comprehend the effects a bad customer
experience will have on the enterprise. A poor customer service experience
always creates a negative impact on your business no matter how established
it is. Every business relies on repeat customers and sales and the positive
feedback provided by the customers. Companies delivering poor quality
service lose customer loyalty, return business, profits, reputation and
employees in the end.
Statement of the problem

We found that Mang Inasal's primary issue is providing poor customer

service. Customer services involve paying attention to the wants and needs of
the customer and making an effort to fulfill those demands
courteous and professional manner. A customer service representative must
assist a customer in identifying conditions they may not have thought of and
anticipating potential future wants for the client, whether the service is
provided in person, via email, or over the phone. The particular issues are as
follows:

1. Slow food service

Mang Inasal offered delicious meals including chicken inasal with
unlimited rice, but the food was delivered too slowly. The highest compliment
we can give our consumers is speed since it demonstrates how much we
appreciate their time and satiate their hunger. Customers had to wait almost
an hour for their food to be served since the restaurant's service was so poor,
and it takes a while to get orders to customers' tables.

2. Lack of concern for the demands of the customer

Before visiting a restaurant, all customers have certain preconceived
notions about it. For your precious clients to have exceptional restaurant
service, both food and service are necessary. Owners, managers, and
restaurant staff members are jointly accountable for ensuring members of the
restaurant are jointly responsible for making sure that patrons receive
courteous service. In this instance, most of the clients' complaints related to
the staff's lousy service. Customers that try to catch the attention of the
personnel seem to be purposefully ignored or avoided. You may need to ask
more than once if you want something because the staff nods and doesn't pay
attention to your wants or requests.

3. Inefficient management of a high number of clients

This is one of the inexpensive Filipino restaurants we may visit when
we are wanting chicken inasal, which explains why it is constantly crowded
with patrons. But the staff is overwhelmed by the volume of customers; the
dining area is too chaotic with the noise from the kitchen and the crews
shouting table numbers instead of just delivering food as ordered, to the point
where food was delivered to the wrong table. Customers must wait for others
to finish before they can take a seat because the area is too small to
accommodate many individuals. To appreciate your meal at Mang Inasal, you
must have a great deal of patience.

SWOT Analysis
SWOT analysis helps the business identify its strengths and
weaknesses, as well as understand opportunities that can be availed and the
threat that the company is facing. SWOT for Mang Inasal is a powerful
analysis tool as it provides a thought to uncover and exploit the opportunities
that can be used to increase and enhance the company’s operations. In
addition, it also identifies the weaknesses of the organization that will help
eliminate and manage the threats that would catch the management's
attention.

STRENGTHS
 Brand image is visible.
 Offering an unlimited rice promotion, which helped to make Mang Inasal
famous.
 Affordable menu that meets even a student's budget; their signature dish
is Grilled Chicken, which is different from the Fried Chicken found in the
top fast food restaurants.
 All of their locations' ambiance is conducive to eating with your hands.
Customers can also access them.

WEAKNESSES
 Poor customer service
 Availability of high-quality products (limited menu) that customers will
enjoy
 Unable to maximize 24-hour service
 Low customer retention
OPPORTUNITIES
 International Growth
 Changing customer taste
 Technological Advances
 Home delivery of meals
THREATS
 Customer preference
 Similar concept and service
 Direct competitors
 Trend toward eating healthily
PESTLE Analysis

carried out to identify the factors which play a major role in driving the
strategies and business operations of a fastfood company like Mang Inasal.
PESTEL stands for Political, Economic, Social, Technological, Environmental
and Legal. All these factors acquire special importance for businesses
operating in a global environment.

Political Factors
Several governments take a careful initiative to improve the health of the
people for example the restaurants as Mang Inasal are required to indicate
the nutritional factors for each meal they offer. The government policies
regarding the taxes can clearly affect the fast-food business-like Mang Inasal.
The company has to fulfill the requirements resulting from establishment of
any political alliances. Other political risks include the violence, corruption,
war and social unrest.

Economic Factors
The economic crisis in Philippines brought changes in the economy as the
decrease in consumer demand and revenues and sales. The higher inflation
rate in the country disabled many families to afford the Mang Inasal products
and they prefer to eat at home. The cost of business production also
increased compelling the company to raise its prices. The change in
exchange rates and currency fluctuations are other factors which may have
impact on the products and services of Mang Inasal.

Social Factors
Before entering into any new region, the fastfood company carries out a
careful analysis of the culture, religion and social values. Mang Inasal is
therefore required to provide Halaal products in places where people don't eat
pork. Various marketing campaigns have also been launched highlighting the
healthy meal options at low cost with increasing awareness among people.

Technological Factors
The Technology is transforming the business like a force of nature. In
order to make its service more convenient and accessible online, Mang Inasal
also accepts orders made through www.manginasaldeliver.com.ph, via the
Mang Inasal Delivery app, or through other food delivery apps like GrabFood
and FoodPanda. With the technology innovation and changing fast food
industry where customers are signing the credit bills through the touch screen,
Mang Inasal business has to keep up pace for online orders. Social media
presence is a must these days.

Legal Factors
The legal regulations regarding the franchising and copyrights in any state
must be adhered to carry out a successful business operation. The corporate
law and tax regulations drive the ways of conducting the business in certain
region. The employment regulations and labor laws on the other hand put
pressure on Mang Inasal to meet up the employee rights. With increasing
obesity in the world due to the fastfood consumption, various lawsuits are also
being filed in the countries like US.
Environmental Factors
The fastfood restaurants are far from the green environmental approach.
Huge carbon emissions are involved in the entire process of fastfood
manufacturing. Mang Inasal like many other food chains is therefore required
to take part in several environmental and energy efficient initiatives as
replanting of trees and reduction in use of paper, computers and electrical
appliances.

Findings

1. Slow food service

When people experience hunger and they want to consume affordable
food as immediate as possible, eating at a fast-food restaurant is one of the
best solutions for that. But in Mang Inasal's case, instead of serving the food
quickly, a lot of customers experienced slow serving of food. There was an
incident where a set of customers arrived at a Mang Inasal branch during
lunch time. They waited near the counter after they placed their order, but
nobody from the crew helped them to find an available table. The customer
who put the review on a site said that Mang Inasal served good food but the
service was too slow. But, it needs to be noted that it was around lunch time,
so the place was crowded according to the customer. A lot of other customers
put in their reviews on the same site as well, and also complained about the
same thing—slow service. A customer even said that they were so hungry
one time but their food was served to the wrong table, causing them to wait
even longer for their food to be served. Most of the reasons for their slow
service are the overwhelming amount of customers they get all the time, and
their inattentive and unaccommodating crew.

2. Lack of concern for the demands of the customer

Lack of attention for customers needs results in losing customers to the
competition. Mang inasal ignoring service requests is the worst customer
service mistake that a lot of business make. But in Mang inasal case, nobody
from the crew listening.
Customers often encounter problem such as lack of attention or care that the
employee ignoring customers making them feel unimportant when they have
requests or complaints. Mang inasals bad customers service, most of these
things are still being encountered by the customers up to this day.
3. Inefficient management of a high number of clients
Crews and the building are the critical issues with managing a
significantly large number of consumers in an infected way. Mang Inasal's
room was too small to hold a large group of people. Before they can take their
seats, they must wait for others to complete. Due to Mang Inasal's popularity
among Filipinos, its locations frequently appear to be overcrowded, making it
challenging to find open tables. This often agitates individuals, who then
depart. Customers occasionally need to wait 20 minutes or less because only
two counters areare only two counters available during peak food hours.
Because their crews were worn out, several of their personnel did not amuse
their clients well.

Conclusion
Poor customer service affects all aspects of a business. It can also
contribute to the loss of front line employees. Having to deal with dissatisfied
customers on a daily basis makes the job more stressful and eventually leads
to burnout. The resulting high employee turnover further damages a
company’s image and creates additional expenses for recruiting and training
new agents.

As a result, we have concluded that poor customer service significantly

impacts both the company and the customer. Consequently, Mang Inasal's
poor customer service can lead to a loss of revenue and lowered profits.
Customer loyalty is aided by excellent customer service. Customers today are
interested in more than just the product offered. They are also interested in all
the other aspects of the service they receive, from the welcome they receive
when they enter, to the refund, and assistance they receive when they
complain about a defective product they have purchased.

The main goal of our study is to identify the various issues that the
management and service teams have with the company, particularly
concerning poor customer service. Based on our findings, we advise Mang
Inasal's management to consider those complaints they receive and to the
difficulties they are now having to solve and attract more clients with their
innovative services.