PERCEPTION OF RESTAURANT SERVERS ON CUSTOMER SERVICE AND

ITS RELATIONSHIP TO BAGUIO CITY'S FAST-FOOD CHAINS

Harold P. Alquiza
Maria Abegail F. Binwag
Naithan Job S. Cayabas
Faye Nikki D. Centeno
Keziah Jean Shxiery P. Fedcheck
Mika R. Fontanos
Ihya Caryl G. Laranang
Rudy B. Obo-ob Jr.
University of Baguio High School

ABSTRACT

In the business world, customer service is crucial for the business's success.
Customer service enables an organization for growth. The study aimed to determine the
relationship between customer service and fast food chains’ reputation and its importance
to customer satisfaction. This research is a quantitative study that was conducted in
Baguio City, and it involved 30 randomly sampled restaurant servers as its respondents.
All data gathered was treated with utmost confidentiality to ensure the privacy of the
respondents. In addition, the data was analyzed through inferential and descriptive
statistics. The findings of this study reveal that customer service has a relationship with
fast food restaurants’ reputation, which is a crucial factor in improving customer
satisfaction.
Keywords: Customer service, restaurant servers, fast food chain

INTRODUCTION

Businesses face several problems daily that can lead to the reputation of a
company and their consumers' satisfaction plummeting. With this, the researcher's topic,
customer service, is centralized on the service quality provided by personnel of fast-food
chains. The quality of customer service is considered an essential factor in any business,
especially in fast-food chains. Depending on the quality of a business’s customer service
 2

can also affect the reputation of a business because the direct line of communication
between your customers and your company is customer service. It keeps clients and gets
more value out of them. Businesses can recover their cost associated with customer
acquisition by offering excellent customer service (Amaresan, 2022). Maintaining
high-quality customer service gives off a competitive advantage in which it is a
marketing tool because a business that has quality service has the capacity and is capable
of keeping the existing customer and simultaneously drawing new ones (Loke, et al.,
2018).
Furthermore, as stated by Juanamasta et al., (2019), "Businesses are competing to
meet the needs, desires, and expectations of consumers so that the producers can ensure
that customers remain loyal despite changes in consumer tastes and the changes that
occur in the environment around them." With this being stated, customer service
empowers a customer's loyalty to a business. The loyalty of consumers can also not be
separated from good service quality (Junamasta et al., 2019). For customer service in
fast-food chains, slow customer service can be related to slow food delivery to the
customers‟ tables and less friendly customer service (Kanyan et al., 2015). Therefore, the
key to providing excellent customer service is being simple to work with. Organizations
must simply fulfill their commitments and have effective processes in place to address
problems when they arise. An organization's reputation appears to be strongly influenced
by how well it responds to problems and inquiries. “Employees need to identify
weaknesses and consider planning for improvement in quality, thereby improving
efficiency, profitability, and overall performance” (Duggal & Duggal, 2012). Some small
extra touches and a personal touch could influence this impression. Customers are
considerably more willing to accept issues if a company delivers on its promise.
Additionally, it covers employee development, remuneration, incentive programs,
and capacity-building efforts. Individual staff competency development and capacity
building are examples of capability development. It means having a sufficient number of
employees to deliver service excellence and achieve employee satisfaction. The
development of competence and leadership is also emphasized in this category. This
category serves as a basis for achieving service excellence since competence
development, capacity building, and leadership development are necessary for higher
 3

service performance (Asif et al., 2014). As stated by Khan and Fasih (2014), ‟Service
quality can be accessed with the SERVQUAL scale. The scale measures the quality of
service before and after consumption. It has five dimensions: tangibility, responsiveness,
reliability, knowledge, and empathetic (attention to individual customer demands/
individualization of service)''.
Moreover, there is an evident growth of fast-food chains in the Philippines, from
international to local brands. These brands continue to create their branches throughout
the country for the access of many. Moreover, each of these fast-food chains is expected
to satisfy the consumer's time, hunger, pleasure, and entertainment. Then, to be able to
satisfy the consumer’s needs, fast food chains have to emphasize the speed and efficiency
of their service. Failure to provide these needs would result in dissatisfaction from the
customers, resulting in negative reviews that may lead to customer loss and a bad
reputation in the eyes of the public. As for the City of Baguio, fast food chains started
using food ordering machines, also known as self-service kiosks. These machines enable
fast-food restaurants to operate more quickly and efficiently (Yang et al., 2019). Fast food
chains that provide good customer service will have a good perspective towards
customers. It has also had a huge impact, adding value to the fast-food chain's reputation.
Additionally, in the food market, it's critical for businesses to maximize consumer
happiness, which may be done by providing top-notch customer service. In a market that
is becoming more competitive, concentration on services, particularly in the market for
service businesses to survive, quality is crucial as is achievement. Controlling service
quality aids management in preserving consistency (Ramya, et al., 2019).

Conceptual Framework of the Study

Customer service. Customer service is the direct one-on-one interaction between a
consumer making a purchase and a representative of the company that is selling
it. Most retailers see this direct interaction as a critical factor in ensuring buyer
satisfaction and encouraging repeat business (Grant, 2022).
Restaurant Servers. A server's duties include serving diners by assisting them with
placing, receiving, and paying for their orders before, during, and after their
meals. By periodically checking on their tables throughout the course of the
service, they also make sure that food and drinks are delivered on time
 4

(Restaurant server job description, n.d.).

Fast-food chain. Fast-food restaurants are operated in chains or as franchises and are
heavily advertised. They also offer speed, convenience, and familiarity to
customers who can eat in the restaurant or take their food home. They often
serve menus like burgers, fries, and pizza, and it can also vary depending on the
country, as how the Philippines fast-food chains offer rice meals (Britannica,
n.d.) (see Figure 1)

Figure 1. Fast-food chains within Baguio City, Session Road.

People in the 7PS of the marketing mix. Employees of a company are at the
forefront when interacting with customers, taking and handling their inquiries, orders,
and complaints in person. Throughout the customer's journey, they interact with them and
become the company's "face." It is critical to maximize their familiarity with the
company's goods and services, as well as their access to relevant information and overall
outlook. People can be unpredictable, but with the right coaching, empowerment, and
encouragement from a firm, they can also represent an opportunity to stand out in a
crowded market and forge long-term relationships with clients. (Allen, 2020)
 5

Figure 2. The paradigm of the study

Fig. 2 shows the interrelatedness of the different variables that will make up the
study. It also shows the approach to the collection and treatment of the data through a
certain research design. Then, after all the procedures are completed, the researchers are
to come up with conclusions that are anchored to the study’s objectives.

Significance of the study

As students of the Accountancy and Business Management Strand (ABM), the
significance of this study to the research group is that they obtained new knowledge on
how businesses, specifically fast-food chains, work and run daily. The study offered
knowledge on how to handle their future personnel, mostly in the customer service field.
This study also served as a reminder to customers and businessmen that service quality is
still needed during these times. It also served as a guide for newly opened fast-food
chains and restaurants on how to satisfy the customer's wants and needs properly and
meet their expectations in service quality. Policymakers also benefit from our research
study by implementing laws and rules on respecting customer service personnel and also
making sure that newly opened fast-food restaurants know about not only making food
but also how to take care of the customers of the fast-food chain.

Objectives of the Study

Customer service personnel are the front line of every business. This study aimed
to learn about the customer service of personnel in selected fast-food chains in the City of
Pines. Therefore, this study was conducted on customer service personnel in selected
 6

fast-food chains in Baguio City. Specifically, it studied the following:

1. To determine the relation of customer service to a fast-food chain’s
reputation.
2. To assess the importance of customer service quality in consumers'
satisfaction.

METHODOLOGY

This section discussed the tools and procedures used in quantitative-descriptive

research design. It covered the following subtopics: the study design, population, and
tools, as well as data gathering procedures. This research used quantitative statistical
treatment of data for the analysis and interpretation of data in order to determine the
customer service in selected fast-food chains in Baguio City. Respondents were randomly
selected and must be employees with at least three months of experience working in the
selected fast-food chains in Baguio City. A hard copy of the questionnaire was given to
the respondent for measuring and conducting the primary purpose of the research.

Study Design
One of the most important considerations when planning a study is how to
perform it to establish the advantageous study design to meet the stated objectives of the
proposed research question, and the researchers used a Quantitative Research -
Descriptive Survey. Understanding the research problem is the fundamental goal of a
study. The researcher sought solutions to the why, what, how, where, when, etc.
questions. A researcher can better understand the study problem with the use of a
descriptive research design. An in-depth understanding of a phenomenon can be revealed
using the quantitative research process known as descriptive study. In order to give you
information that is both accurate and pertinent, descriptive survey research combines
quantitative and qualitative data. Descriptive survey design, a quick research technique,
involves the subjects who are the focus of the study's goal (What Is Descriptive Survey
Design - Voxco, 2021). In addition, the quantitative strategy employed predefined
questions to describe or explain the characteristics of a large group or groups of people,
which is perfect for this research to use and are surveys that are widely used. This chosen
research design helped the researchers achieve the objectives in a simpler way. The
 7

Descriptive Survey spared time for the researchers and the participants. This is also a
flexible approach to pinpointing the important issues of this research.

Sample/ Population of the Study

The respondents of this study were identified using systematic random sampling
techniques. This implied that from the population, researchers picked a respondent at
regular intervals, such as every 15th person on a list of the population. This can mimic
the advantages of straightforward random sampling if the population is arranged in a
random order (Thomas, 2020). The respondents were chosen from Baguio City-based fast
food chain workers and former employees who have worked there for at least three
months. Considering that they are 18 years old and above, regardless of gender. Those
possible respondents who have less than three months of work experience were excluded
from the survey. Thirty respondents, specifically 30 restaurant servers, responded to the
survey. In addition, volunteers are highly appreciated. For the research design, the
researchers used the quantitative research- Descriptive survey.

Data Gathering Tools

The researchers' data gathering tool that was used in this study is a
researcher-made questionnaire (see Appendix A). The items on the questionnaire were
based on other related studies and were revised to fit the objectives of the study. In
addition, this questionnaire was divided into two parts for each of the objectives. The
chosen participants were instructed to check the box for their answers. For the first
objective to be answerable by a dichotomous "yes" or "no." For the second objective, a
4-Likert scale was used. The respondents marked the box next to the statement they
believe to be true: most important if they believe that customer service is most important
in the daily lives of customers; important if they believe it to be important; least
important if they believe it to be least important; and not important if they believe it to be
not important. It was also emphasized that there is no right or wrong answer in this
questionnaire.

Data Gathering Procedures

The research group first undergoes validation of the data-gathering tool and is
 8

validated by the validator that the University of Baguio has assigned. After the validation
of the data-gathering instrument, the next step the research group took was to make a
letter of request to continue and start to send out the questionnaires required for the
research. With the approval of the principal of the University of Baguio Senior High
School, including our research teacher and class adviser, and other faculty members that
should be informed of this study, our research group conducted the floating of
questionnaires to randomly selected respondents, specifically 30 employees, including
former staff that have at least three months of experience in selected fast-food chains in
Baguio City. The gathering of data required for the study lasted up to two weeks. Once
the required respondents had been gathered, our research team explained the purpose of
this study. The researchers also explained that the information that was given to them was
used for research purposes and was properly taken care of. After the respondents finished
answering the questionnaire, the papers were collected, analyzed, tallied, and interpreted
to be able to gather enough information and evidence to support our stand.

Treatment of Data
The data collected was tallied, tabulated, analyzed, and interpreted through the
following statistical treatment. To address research objective #1, a two-tailed t-test is used
to test the hypothesis: There is a relationship between customer service and fast food
chain reputation. Data analysis has also included the use of inferential analysis, a
statistical technique that assesses and examines the relationship between two numerically
measured and continuous variables with the use of hypothesis testing, namely t-test. This
was used to determine how the specified variables are related (customer service and
fast-food reputation). As for the second objective, we utilized the use of descriptive
statistics such as frequency count, mean, and percent for us to assess the importance of
customer service to customer satisfaction.

Ethical Consideration
An ICF form was distributed among the respondents (See Appendix C). The
permission form, as well as the purpose of the study, was explained to respondents before
they agreed to participate. The data accumulated for the study, such as the identity and
responses of the respondent, was kept confidential. Moreover, participation in the survey
 9

was voluntary, which indicated that participants had every right to refuse and withdraw
from the study. The researchers selected the respondents who took part in the survey.
Furthermore, participants in the study survey have the option of participating or
not. Additionally, the researchers made sure that the data gathered satisfied the goals of
the study. Also, the participants were asked whether they would like to have the results of
the study or not. They can rest assured that no information from the respondents was
made public.

RESULTS AND DISCUSSION

This section presented the data analysis and interpretation of the perception of
restaurant servers towards customer service and its relationship to fast food chains, and
its importance to customer satisfaction.

Relationship between customer service and fast food chain reputation

This study aimed to determine the relationship between customer service and fast
food chain reputation, in which researchers tested this through inferential analysis,
namely a two-tailed t-test. At a 95% confidence level, researchers had computed a critical
value of ±2.0457, which signifies that any number equal to ±2.0457 or more than -2.457
and less than +2.0457, researchers must conclude that customer service and fast food
chain reputation have no relationship at any aspect. At a sample size of 30 and a
computed mean and standard deviation of 29.4 and 0.89442, respectively, researchers had
a t-value of -3.6742. These results signify that customer service and the fast food chain’s
reputation have a relationship. To strengthen these findings, Hassan (2013), stated that
“Service quality, service speed and responsiveness to customers’ needs and wants has
become important for firms to succeed and this calls for the improvement of sales growth
and employee growth that can enhance organizational growth.” In addition, the study
concluded that customer service is a crucial factor in the growth of an organization.
 10

Figure 3: Representation of objective 1. X-axis: Yes/No answer; Y-axis: number responses.

Q1: yes(30) no(0); Q2 yes(30) no(0); Q3 yes(30) no(0); Q4 yes(19) no(1); Q5: yes(28) no(2)
Researchers were able to gather 30 responses from respondents and a majority of
the respondents agreed with every question provided. Results of the questionnaire show
that the majority of respondents agree that customer service affects the ratings of the fast
food chain. The researchers then concurred that customer service affects the ratings of a
fast food chain. In connection, Fast food chain ratings are the reviews of the consumers
on the fast food chain branch (Srivastava, 2015). Feedback helps the employees to learn
from their mistakes in this way, it helps to correct the wrongdoings that they are doing.
Feedback helps to improve performance, ensure standards are met, and communicate
important business objectives. Feedback comes in two primary forms, both of which can
be helpful and productive. These forms are positive feedback and negative feedback
(Chron Contributor, 2021). There are various factors affecting this like customer service,
friendliness of staff, ambiance, cleanliness, and quality (Srivastava, 2015).
In addition, results also show that efficient customer service increases the number
of loyal customers of the fast food chain. Researchers discovered that having an efficient
 11

customer service model influences customers' perceptions, allowing them to believe that
the fast food chain is worth their money. In relation, efficient customer service means
staff are knowledgeable about the products or services and can quickly give customers
the answers they need. If a problem arises, they resolve the issues and leave customers
satisfied (Johnson, 2023). However, a study by Slack, N. et. al (2020) concluded
otherwise, stating that Food quality and the quality of the physical environment are key
predictors of consumer perceived value, but staff service quality is not, according to the
compound influence of fast-food restaurant service quality aspects on that value.
Respondents also agree that proper training of employees can maintain the sales
of the fast food chain. The effect of training and development has the ability to keep
restaurants' sales from declining. To support this, a study conducted by Elnaga et al.
(2013) stated that employee training refers to programs that provide workers with
information, new skills, or professional development opportunities. Training employees
to help acquire individual/managerial skills and process skills helps in improving
organizational effectiveness; knowledge application and knowledge protection interact
with individual/managerial skills in training to improve organizational effectiveness; and
knowledge acquisition, knowledge application, and knowledge protection interact with
process skills training to enhance organizational effectiveness (Rahman, A., et.al 2013).
A majority of the respondents agree that effective communication between
employees and customers helps in boosting the popularity of the fast-food chain.
Researchers agree that communication has a substantial effect on the service and on how
well the staff are able to deal with their customers. In addition, Williams (2022) specified
that efficient communication is the ability to deliver a clear message in the shortest
amount of time. Effective communication's key characteristics are clarity, concreteness,
completeness, and correctness. In order to effectively use efficient communication, a
person should be concise and honest while making sure that what they convey is clear
(Williams, 2022).
In this study the researchers also found out that effective customer service enables
the fast food chain to attract new customers. Furthermore, a study has demonstrated that
word-of-mouth influences customers' purchase decisions. Word-of-mouth refers to
recommendations made from one person to another on a company's reliability, product
 12

quality, and level of customer service. Consequently, raising total service quality
enhances customer perception of value and word-of-mouth (WOM), which in turn
encourages customers to improve their willingness to return or their intention to make a
repeat purchase.(Lui, C. et.al, 2016)
Importance of customer service quality in customer’s satisfaction

Figure 4: Representation for Objective 2. X-axis: Degree of importance of answer; Y-axis: number of
responses. Q1: More Important (22) Important (8) Less Important (0) Not important (0); Q2: More
Important (25) Important (5) Less Important (0) Not important; Q3: More Important (27) Important (3)
Less Important (0) Not important; Q4: More Important (27) Important (3) Less Important (0) Not
important; Q5: More Important (24) Important (6) Less Important (0) Not important

The researchers were able to gather 30 respondents to answer the importance of

customer service quality in customer satisfaction, with 4 as the most important and 1 as
not important.
For question 1, ‘Customer service affects the customer's mood environment,’ 22
respondents, equivalent to 73.33%, chose 4, more important, as their answer. 8
respondents, equivalent to 26.67%, chose 3, important, as their answer. No respondents
have chosen 2, less important, and 1, not important, as their answers. The mean is equal
to 3.73, the researchers then assess that customer service is a very important factor
because it affects customer’s mood. Balaji et al., (2017) stated that customers’ behavioral
 13

responses are determined by the emotions evoked and experienced in the service failure
encounter. In other words, both positive and negative emotions are expected to mediate
the relationship between perceived injustice and customer satisfaction.
The 2nd question of the questionnaire, ‘excellent customer service helps ease the
tension of the customer while ordering,’ five persons, equivalent to 16.67%, answered
number 3 as important. Moreover, 25 individuals, equivalent to 83.33% chose 4, very
important as their answer. The overall mean hence resulted in 3.83. Researchers found
out that customer service held importance in a fastfood chain because it helps lessen the
anxiety of the customers while ordering. According to Chang et al. (2017); Good service
efficiency will help to increase consumer engagement and relationships, which will
increase customer happiness. Empathy is the characteristic of giving each consumer
unique attention. During the interaction, the service providers go above and above to
make the customer feel appreciated and unique (Bahadur et al., 2018).
Question number 3 which asks about the importance of personnel with proper
training that can easily manage to adjust to customer's requests, has a total of 30
respondents. 27 respondents, 90.00%, chose 4 as their answer as they deem it as very
important. 3 respondents, 10.00%, chose 3 as their answer. No respondents chose
numbers 2 and 1 as their answers. The mean for question number 3 is 3.9. Therefore,
proper training of personnel is a very important aspect in customer service because it
enables one to rapidly adapt to changing demands from customers. In addition,training
aids the workforce to acquire the information of their employment in a finer way and
individuals gain knowledge from their viable experience, much healthier performance in
contrast with academics (Akbar, et. al 2015. Moreover, the act of resolving a customer's
issue can be rewarding for an employee because it raises their self-esteem and sense of
accomplishment. For instance, a well-trained server will treat customers politely or go
above and beyond to give them a special service. These clients frequently return because
they have positive memories of your business (Carey, 2023).
For the 4th question from objective 2, quality service makes customer interaction
easier, 3 persons answered 3 as important, 10.00% of the 100% of individuals.
Furthermore, 27 individuals, 90.00%, answered 4 as very important with the question.
The mean of question number 4 is 3.9. This signifies that quality service is crucial
 14

because it makes the employee-customer interaction easier. According to Bahadur et al.

(2018), the perceived customer service and satisfaction is affected by empathic behavior
displayed by service employees during interpersonal encounters between consumers and
service staff. He also added that it is critical for customer service to provide adequate and
consistent quality service during employee-customer interactions.
The last question for objective number two which is ‘to the importance of fast
food chain personnel with excellent service reducing the possibility of interfering with
customers’ schedules.’ Out of 30 respondents, 24, 80.00%, checked on box number 4,
very important, while 6, 20.00%, checked on box number 3, important. No respondents
chose numbers 2, less important, and 1, not important, as their answer. The mean of
question number 5 is 3.8. Researchers discovered that restaurant servers recognize the
value of fast food chain employees providing outstanding service in order to minimize
the potential of interfering with customers' schedules. According to Janahi et al., (2017),
one of the determinants of excellent customer service is responsiveness. Responsiveness
is related to the speed and accuracy of the service provided. Furthermore, responsiveness
significantly affects the quality of service and customer satisfaction.
However this study also experienced limitations. The researchers needed more
time to conduct the study properly. Also, the study is just centralized within Baguio City
which limits the study for further data. Furthermore, the study only determined the
relationship of customer service and fast food chain reputation however it did not
determine how strongly the factors are related.

CONCLUSION AND RECOMMENDATIONS

Based on the findings of the study, the researchers, therefore, conclude that there
is a relationship between customer service and a fast-food chain’s reputation. Researchers
also conclude that excellent customer service clearly affects a fast food chain’s ratings,
popularity and customer’s loyalty. Furthermore, proper training of employees enables a
fast food chain to execute their customer service with great efficiency. In addition, the
researchers were able to assess that customer service quality is essential in maintaining
customer satisfaction. Moreover researchers also discovered that having efficient
customer service helps in the interaction between an employee and their customers by
 15

improving customer’s mood, relieving tension and reducing inconveniences. Also, due to
limitations incurred in the study, the researchers would like to recommend the following
to future researchers:
a.) Future researchers should consider creating additional questions for the
questionnaire.
b.) Future researchers should consider the Likert scale for more credible
results
c.) Future researchers should consider a larger number of respondents to be
able to gather more data. It is also recommended to conduct the study in a
wide area.
d.) Future researchers also should consider conducting the study in a
qualitative research design.
e.) Future researchers can conduct a comparative analysis of other regions.
This study can investigate how cultural variations in customer service
expectations affect servers' attitudes and conduct.
f.) Future researchers should consider creating questionnaires for customers
to collect both sides of experiences of service quality.
g.) Future researchers should plan ahead for their schedules and timeline of
the study

Acknowledgement
First and Foremost, praises and thanks to God for His showers of blessings
throughout their research successfully. The researchers would like to express their
gratitude to everyone who assisted them in carrying out this quantitative study and who
believed they could contribute their best efforts. To Mrs. Rowena Cuntapay, their
research teacher, who guided them throughout the making of this research paper, from the
revisions up to the finalization of this paper. Their consistent understanding, support, and
tolerance as well as their constant encouragement, reminders, and inspiration allowed the
researchers to complete this study.
To their ethics reviewer Ma'am Marilou Sannadan, Ma’am Christian Michelle
Cacho and Tool validator Ma'am Nona Christina Gabriel, and respondents who help them
achieve and make the research work. To share their knowledge and experience with them
 16

is a big part of their research journey. To the principal of their school Dr. Marivic Mutong
for approving their topic to continue. Researchers also express their gratitude to their
panelists, Mr. Alexander Kilip Jr. and Mr. Michael D. Benter, who have challenged and
helped them to create a good research paper by checking it and giving suggestions and
advice.
They would want to express their gratitude to the research participants because
this paper could not have been completed without their cooperation. They also want to
thank the fast food restaurant employees who gave up their time to let them conduct the
study secretly and share the results. Also, the researchers acknowledge and appreciate the
support of influential people who participated in the study and helped to perform it, as
this research is the result of a great deal of effort, sacrifice, and insight. The researchers
would also want to thank their families, particularly their parents, for their understanding,
patience, and moral and financial support over the course of the study. Last but not least,
we want to express our profound gratitude and appreciation to everyone who helped
make this study possible.

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 22

Appendices

APPENDIX A
 23

APPENDIX B
 24

APPENDIX C
25
26
 27

APPENDIX D
28
 29

APPENDIX E
 30

APPENDIX F
 31

APPENDIX G
32
33
34
35
36
37
 38

APPENDIX H
39
 40

APPENDIX I
 41

APPENDIX J
OBJECTIVE ONE YES NO

1. Does customer service affect the ratings of the

fast-food chain? 30 (100%) 0 (0.00%)

2. Does efficient customer service increase the

number of loyal customers of the fast food chain? 30 (100%) 0 (0.00%)

3. Do you think proper training of employees will

maintain the sales of the fast food chain? 30 (100%) 0 (0.00%)

4. Does effective communication between

employee and customer add to fast food chain‟s
popularity? 29 (97%) 1 (3.33%)

5. Does an efficient customer enable the fast food

chains to attract new customers? 28 (93%) 2 (6.67%)

Mean 29.4 0.6

Standard deviation 0.894427191 0.894427191

null hypothesis=customer service has no relationship with fast food

reputation.

alternative h= customer service has relationship with fast food

reputation

Alpha 95%

degrees of freedom 29

T-critical value 2.0457

t-value -3.6742
 42

OBJECTIVE TWO 4 3 2 1 MEAN

1. Customer service
affects customer's mood/ 22 8 0 0
environment (73.33%) (26.67%) (0.00%) (0.00%) 3.733333333

2. Excellent customer
service helps ease the
tension felt by the 25 5 0 0
customer when ordering. (83.33%) (16.67%) (0.00%) (0.00%) 3.833333333

3. Personnel with proper

training can easily manage
to adjust with customer's 27 3 0 0
requests. (90.00%) (10.00%) (0.00%) (0.00%) 3.9

4. Quality service makes

customer interaction 27 3 0 0
easier (90.00%) (10.00%) (0.00%) (0.00%) 3.9

5. Fast food chain

personnel with excellent
service reduce the
possibility of interfering 24 6 0 0
customer’s schedules. (80.00%) (20.00%) (0.00%) (0.00%) 3.8
 43

APPENDIX K
Curriculum Vitaes
Maria Abegail Ferrer Binwag
285, Purok 1, Barangay Happy Hallow,
Baguio City
Education
Secondary University of Baguio High School
Baguio City
May 2023
Saint Louis High School-Philex
Itogon, Benguet
March 2021
Elementary Philex Mines Elementary School
Tuba, Benguet
March 2017
Award Received
Certificate of Participation BPSA September 2019
Certificate of Recognition W/ High honors UBHS 2021-2022
Certificate of Participation UBHS November 4, 2022
Certificate of Participation UBHS November 26, 2022
Organizational Membership
Member SINAG
UBHS
August 2022
Member Yes Organization
UBHS
August 2022
Seminar/Webinar attended
RDC Orientation and Policies UBHS September 3, 2022
National Indigenous People’s Month UBHS November 4, 2022
Facilitators Training and Oath-Taking Ceremony UBHS November 19, 2022
Campus Journalism Webinar Workshop UBHS November 26, 2022
 44

Naithan Job Sakoy Cayabas

Purok 28 Irisan,
Baguio City

Education

Secondary University of Baguio

Baguio City
March 2023

Elementary Precious Jewels

Itogon, Benguet
March 2017

Awards Received

1st Runner-Up Athletics ABCS Sports Fest

January 2013

Bible Drill Champion Precious Jewels

November 2014
 45

Faye Nikki Daytia Centeno

372 G1 Tam awan Village Pinsao Proper
Baguio City

Education
Secondary University of Baguio
Baguio City
May 2023
Baguio City National High School
Baguio City
May 2021
Elementary University of Cordilleras
Baguio City
June 2017
Awards Received
W/ Honors University of Baguio
May 2022
W/ High Honors Baguio City National High School
May 2021

Organizational Membership
Member Special Program in Arts
JHS-BCNHS
May 2021
Member University of Baguio Chamber Orchestra
Senior High-UBHS
June 2023
 46

Keziah Jean Shxiery Piok Fedcheck

305 Piraso Road, Pinsao Proper
Baguio City

Education
Secondary University of Baguio
Baguio City
May 2023
Baguio City National High School
Baguio City
May 2021
Elementary San Carlos Heights Elementary School
Baguio City
March 2017
Awards Received
W/ Honors Baguio City National High School
May 2021
Organizational Membership
Member Special Program in the Arts-Band
JHS-BCNHS
May 2021
Member University of Baguio Chamber Orchestra
Senior High School- UBHS
June 2023
 47

Mika Rafael Fontanos

Honeymoon Road,
Baguio City

Education
Secondary University of Baguio
Baguio City
March 2023
Elementary Mabini Elementary School
Baguio City
March 2017

Awards Received
Gold Medalist CARAA-CAR
February 16-18, 2016

Organizational Membership
Member/ Athlete UB Cardinals
Baguio City
August 2017-March 2019
 48

Ihya Caryl Gomez Laranang

Bonuan Condominium, Salva Mirra Barangay,
Baguio City

Education
Secondary University Of Baguio
Baguio City
March 2023
Elementary Saint Joseph de Mary
Baguio City
March 2017
Awards received

Organizational Membership
Member Dance Troupe

Seminar/ Webinars Attended

Taking Care of Your Mental Health February 2023
Amidst of Pandemic UB
 49

Rudy Jr Bomogao Obo-ob

Balsigan, Baguio City

Education
Secondary University of Baguio
Baguio City
March 2023
Elementary Saint Louis University
Baguio City
March 2017
Awards Received
Gold Medalist Batang Pinoy- Nationals
September 28, 2019

Organizational Membership
Member/Athlete UB Dare Team
Baguio
January 2023
Seminars and Webinars Attended
Taking Care of Your Mental Health February 2023
Amidst of Pandemic UB
 50

Harold Cardale P. Alquiza

Honeymoon Road,
Baguio City

Education
Secondary University of Baguio
Baguio City
March 20, 2023
Elementary Ramon Magsaysay
Elementary School
Baguio City
March 2017

Awards
Best In Attendance August - January 2019 -
2020

Organizational Membership
Member English Circle

Seminars and Webinars Attended

None