Research 123

Preference and Satisfaction of Choosing Unli
Wings Restaurants as Perceived by ABM
Students of Liceo de San Pedro
BAGUS, BRYAN D.
CRUZ, JCELL ASHLEY R.
NATIVIDAD, IYA ISABELLE R.
A Research Presented by the Accountancy, Business, and
Management (ABM) Strand
of
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In Partial Fulfilment of the Requirements in
Research Project
San Pedro, Laguna
May 2023
Preference and Satisfaction of Choosing Unli Wings Restaurants as Perceived by 2
ABM students of Liceo de San Pedro
Table of Contents
ABSTRACT......................................................................................................4
ACKNOWLEDGEMENT...............................................................................5
CHAPTER I......................................................................................................6
INTRODUCTION........................................................................................6
Background of the study............................................................................6
Statement of the Problem...........................................................................8
Hypothesis..................................................................................................9
Conceptual Framework..............................................................................9
Theoretical Framework............................................................................10
Significance of the Study.........................................................................11
Scope and delimitation.............................................................................12
Definition of Terms..................................................................................12
CHAPTER II..................................................................................................14
REVIEW OF RELATED LITERATURE...............................................14
CHAPTER III.................................................................................................20
RESEARCH METHODOLOGY.............................................................20
Research Design.......................................................................................20
Research Locale.......................................................................................21
Respondents of the Study.........................................................................21
Instruments of the Study..........................................................................22
Statistical Treatment.................................................................................22
CHAPTER IV.................................................................................................24
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
......................................................................................................................24
CHAPTER V..................................................................................................33
SUMMARY OF FINDINGS, CONCLUSIONS, AND
RECOMMENDATIONS...........................................................................33
Summary of Findings...............................................................................34
Conclusion................................................................................................37
Recommendation......................................................................................37
BIBLIOGRAPHY..........................................................................................39
APPENDICES................................................................................................40
CURRICULUM VITAE................................................................................42
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APPROVAL SHEET
This research entitled, Preference and Satisfaction of Choosing Unli
Wings Restaurants as Perceived by ABM Students of Liceo de San Pedro,
prepared, conducted, and submitted by the Group 5 Researchers, Jcell Ashley
R. Cruz, Iya Isabelle R. Natividad, and Bryan D. Bagus of Grade 12 St.
Ignatius of Loyola from the Accountancy, Business, and Management Strand
in partial fulfillment of the requirements in Research Project, has been
examined and recommended for acceptance and approval examination.
MR. FRANZ JOSEF CELLS
Research Adviser
Panel of Examiners
Approved by the committee on oral examination with a grade of ________.
Ms. Elliona Mariz A. Retuta
Chairman
Mr. Rhyan Christian M. Amores Mr. Daniel Bernard V. Roa
Member Member
Accepted and approved in partial fulfillment of the requirements for Research
Project.
Ms. Sylvia A. Lizardo
Principal
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ABSTRACT
Background of the Study
Unli Wings Restaurant has grown in popularity and has become a trend in our
generation. As a result, some individuals in San Pedro Laguna began their unli
wings business, providing clients with a variety of options. People are seeking
assistance while selecting a restaurant due to an abundance of selections.
Customers, in order to address this problem, assess a range of variables when
determining what and where only wings restaurants they will contemplate
eating. This study can benefit business owners by helping them develop their
businesses. As they will have an idea about the preference and satisfactions of
consumers.
Research Methodology
The researchers conducted the study using a quantitative research design
specifically, a correlational research design. A probability simple random
sampling was utilized in selecting the participants. A structured survey
questionnaire will be utilized to collect data for this study. The researchers
chose survey questionnaires due to their advantages, low cost, and
convenience. A four (4) point Likert scale will be employed within the survey
questions.
Summary of Findings, Conclusions, and Recommendations
The researchers concluded that after all the data has been gathered, presented,
and interpreted, the preferences and the satisfaction of choosing unli wings
restaurants as perceived by the ABM students of Liceo de San Pedro have a
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significant relationship with each other. These findings can be informative to
business owners, future entrepreneurs, consumers, and future researchers.
ACKNOWLEDGEMENT
First, the researchers would like to thank God, the almighty, for giving us the
strength and knowledge to complete our research.
The researchers would also like to thank our principal, Ms. Sylvia A. Lizardo,
for supporting us.
The research team would like to express and thank Mr. John Paul A. Angeles
and Mr. Franz Josef Cells our research adviser for allowing us to do research,
providing help, and sharing the knowledge we need to finish our research
successfully. It was truly an honor to work and study under his guidance.
The researchers also like to give thanks to Mr. Rhyan Christian M. Amores,
our statistician for giving us his guidance in doing the statistical method.
Without him, we won't know what statistical formula will be used and we
won't finish our research. The researchers also like to give thanks to Mrs. Riza
Camacho, and Ms. Elliona Mariz A. Retuta, our grammarian for guiding us
and checking our paper.
The researchers would like to thank the respondents who answered the survey
provided by the researchers for their time and cooperation in our research. The
researchers would also like to express our deepest gratitude to every
researcher's family for their concern, and full support throughout the research.
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Lastly, the researchers would like to thank their fellow researchers for giving
their full potential time, knowledge, and support to finish this research.
CHAPTER I
INTRODUCTION
Background of the study
Every eat-all-you-can company is now a worldwide trend, due to the concept
of unlimited meals. The unlimited food industry began in the 1970s and 1980s
when restaurants began serving unlimited Chinese, Indian, and Italian cuisines
such as Pasta and Pizza. Unlimited food companies may be obtained for a
single fixed charge, and you can now avail and obtain all of the foods that you
choose. According to Frey S. (2023), Customer preferences are the
expectations, likes, dislikes, motives, and desires that lead a customer to
purchase certain products. Knowing consumer preferences enables you to
achieve assured satisfaction with customers, successful marketing tactics,
increased brand image, and customer loyalty.
Starting an Eat All You Can business in the Philippines is popular with people
in business today. For those who appreciate a wide variety of foods and binge
eating, the Eat-All-You-Can technique of meal preparation is expected. People
find the term "unlimited" or "unli" appealing, especially millennials and the
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younger generation. New varieties of limitless restaurants, like unli wings, are
being introduced as Eat-All-You-Can restaurants gain popularity with patrons.
Unli Wings Restaurant has gained popularity and has become a trend in this
generation. With that, some people in San Pedro Laguna launched their unli
wings business giving customers a wide range of options. When choosing a
restaurant, people need help with the abundance of options. Customers,
therefore, take into account a variety of aspects when deciding what and where
only wings restaurants they will consider eating to solve this problem.
Tlapana (2021) claims that decision-making has typically focused primarily on
consumer choice intending to understand how consumers make decisions
within a given set of alternatives. Offering infinite meals is one of a
restaurant’s marketing gimmicks since every Filipino is attracted to the word
“unlimited.” A wide range of elements, including cost, location, brand,
influence from friends and family, reviews, etc., influence a restaurant’s
choice. The researchers are interested in exploring this topic.
This study can benefit business owners by helping them develop their
businesses. The importance of restaurant ratings in attracting consumers must
be considered. Reviews foster trust and are frequently the determining factor
in whether or not someone visits the restaurant. Customer feedback also aids
in the continuous improvement of the business. For a business to grow, it must
build a good relationship with its customers. Knowing what consumers want is
one of the most critical aspects of the food service industry. Therefore, to
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engage customers in the food industry, business managers must understand the
aesthetic elements of the restaurant that customers identify with and connect
them with marketing advantages.
Statement of the Problem
This study aims to know the relationship between the preference and
satisfaction in choosing unli wings restaurant as perceived by ABM students
of Liceo de San Pedro. This study will answer the following questions:
1. Level of Preference in choosing unli wings restaurants as perceived
by ABM students in terms of:
1.1 Quality
1.2 Price and,
1.3 Environment
2. Level of Satisfaction in choosing unli wings restaurants as
perceived by ABM students in terms of
2.1 Product
2.2 Service
3. Is there a significant relationship between the consumers’
preference and satisfaction?
Hypothesis
H0: There is no significant relationship between the consumers’ preference
and satisfaction in choosing unli wings restaurants
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Ha: There is a significant relationship between the consumers’ preference and
satisfaction in choosing unli wings restaurants.
Conceptual Framework
INPUT PROCESS OUTPUT
1. Level of Preference Data collection Determine if there
in choosing unli wings and analysis is a significant
restaurants as perceived through survey relationship
by ABM students in questionnaire between the
terms of: using Google consumers’
1.1 Quality Forms preference and
1.2 Price and, satisfaction in
1.3 Environment choosing unli
wings restaurants.
2. Level of Satisfaction
in choosing unli wings
restaurants as perceived
by ABM students in
terms of
2.1 Product
2.2 Service
Figure 1.1 Input-Process-Output (IPO) Model
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Figure 1.1 illustrates the input, process, and output of this research. The input
includes the level of preference and the level of satisfaction in choosing unli
wings restaurants as perceived by ABM students. The process includes how
they will be collected. The output shows the result of this research.
Theoretical Framework
“Preference Theory”
Dyer & Jia (2016) stated that different fundamental aspects of a person’s
choice behavior, such as how to recognize and assess a person’s preference
over a lot of choices and how to choose a suitable preference for decision
making. The reason why preference theory is important as it is based on a
strict rule which describes a person’s choice of behavior. Those preference
axioms are important for building a preference representation function and
giving logic for the quantitative analysis of preference. This theory provides
the foundation for economics and decision-making. A basic microeconomic
topic is the study of an individual’s preference when choosing.
“Satisfaction Theory”
Lopez (2023) stated that consumer satisfaction is frequently used key
performance measure that shows if the consumer is satisfied with the products
or services that the business offers. It is an attitude that is done by the
consumer’s expectations. It is important for a business to know what are the
consumer’s expectations so the business can gain a customer’s loyalty. A
business can’t gain customers’ loyalty if they do not know the expectations of
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every consumer. The greatest reason for satisfaction is the quality of the
products or services that the business offers.
Significance of the Study
This research aims to provide information and knowledge about the Preference
and Satisfaction in Choosing Unli Wings Restaurant as Perceived by ABM
students of Liceo De San Pedro. This study is significant to the following:
Business Owners - This research will serve as a foundation for these business
people because it includes the Preference and Satisfaction in Choosing Unli
Wings Restaurant as Perceived by ABM students of Liceo De San Pedro.
They will have acquired a broad concept of what must be done to make their
business successful and popular.
Future Entrepreneurs – This study will benefit future entrepreneurs in
understanding what they should consider when establishing their future
businesses. Also, understanding what the consumers want will assist them in
making wise decisions that will ensure the success of their enterprise.
Customers – The study's findings will offer suggestions and awareness for
other consumers’ preferences and Satisfaction in Choosing Unli Wings
Restaurant.
Future Researchers – This study will help future researchers know about the
Preference and Satisfaction in Choosing Unli Wings Restaurant. This study
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will also serve as a foundation for them to understand the topic better.
Therefore, it may be helpful for them to investigate this research further and
find additional solutions to this problem.
Scope and delimitation
The primary focus of this study is the Preference and Satisfaction of Choosing
Unli Wings Restaurants. The study's defocus is limited to determining whether
there is a significant relationship between customer preference and satisfaction
when choosing unli wings restaurants.
Definition of Terms
This study encountered terms that are difficult to understand and is defined
operationally, with the aim of giving contextual understanding in this study.
ABM. Accountancy, Business and Management and are the respondents in
this study.
Consumers. It refers to the person who eats or purchases in Unli Wings
restaurant.
Consumers Preference. It refers to a concept that deals with the consumers'
choices to maximize their satisfaction, likes, and dislikes.
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Eat-All-You-Can. It describes a meal at a restaurant where people can serve
themselves as much food as they want; a fixed price charge is required for
diners who may consume food as they wish.
Environment. This is the surroundings of the unli wings restaurant business.
Price. This refers to the amount the business offers and the payment that the
consumers give.
Preference. These are the expectations, likes, dislikes, motives, and desires
that lead a customer to purchase certain products.
Product. This refers to what the unli wings restaurant offers to its customers.
Quality. This refers to the characteristics of the product that is expected by the
consumers.
Satisfaction. Refers to how satisfied customers are with products and services
offered by the unli wings restaurants.
Service. This refers to the act of assistance given by the staff of the unli wings
restaurant.
Unli-wings restaurant. It is a restaurant in Brgy. San Antonio, San Pedro
Laguna offers unlimited chicken wings flavors for a fixed price.
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CHAPTER II
REVIEW OF RELATED LITERATURE
To further understand the present study, an analysis of the related literature
and studies is necessary, which was gathered and collected from different
sources to provide guidance and information about the study. It will help the
readers to understand more about the study. It will also give knowledge about
past studies and theories that can be connected to the research. Those included
in this chapter will help familiarize relevant and similar information to the
present study.
Quality
Food quality is the most essential criteria in restaurant selection, and it has a
strong connection to customer satisfaction. Rajput & Gahfoor (2020), states
that in restaurants, food quality is significantly correlated with consumer
satisfaction. The quality of the meal influences customer loyalty, and
customers evaluate restaurants based on food quality. Food quality includes
food flavor, appearance, temperature, freshness, health, and menu variety.
Customer concerns about healthy meals significantly impact their preferences
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and restaurant choice. Freshness is determined by the fragrance, juiciness,
crispness, and fresh stance of the meal. Food quality improves customer
satisfaction.
According to Sambo et al (2022) One of the most important element in the
world of business is giving value to the customers and product quality.
Product quality refers to a product that can attain the expectations of every
consumers, it includes the service characteristics, packaging, and performance
quality. If the quality of the product is good, it can automatically lead to the
satisfaction of customer. It can also lead to customer loyalty. It is important
that the business should consider the customers preference when improving
their product quality to gain the consumers loyalty.
Price
According to Lee and Cheng Yu (2018), A price discounts of a business is
very common marketing strategy to attract customers by giving them a chance
to save money and that gives the customers a reason to purchase the product
immediately. It stated that if the benefits of the promotions were congruent,
the price promotions are more effective. There's a direct effect of price
discounts to the consumers preference and it includes savings, quality, and
value. In savings, the consumers can save money for their future use. In
quality, the consumers can purchase a better quality even in a cheap price
while in value, the consumers can purchase a product that they want.
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Additionally, Lukas & Howard (2022) finds out that a practical and effective
way to the consumers to save and manage their money for future purposes is
budgeting. Financial advisors often invoke budgeting as a way for consumers
to avoid debt, avoid overspending, and improve their financial stability.
There's a many reason why consumers set a budget. Often, they set budget for
them to control their selves for overspending or sometimes they set budget
because they prioritize certain expenses over others. However, there's an
evidence suggests that sometimes, the consumers set budget to maximize their
spending, for example is when they budget for gifts. Consumers may also set
budget for their future expenses.
Environment
According to Tastan & Soylu (2023), one of the challenging businesses is food
and beverage which is growing and changing rapidly and it involves intense
competition. Some important aspect of the industry is restaurants and in
today's generation, it is necessary for them to be healthful and satisfying and
also to be free from problems when it comes to cleanliness. The purpose of
this study is to recognize how satisfaction/dissatisfaction feeling can affect the
consumer’s preference especially when they know the cleanliness factors of
the restaurant.
According to Obeidat et al (2022), interior designers’ absence of awareness to
understand the importance of accommodating acceptable design the in interior
environment negatively affects consumer behavior and minimizes efficiency
performance. This study explains how sustainable interior design can affect
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consumers’ behavior in improving the environment. It gives information about
the significance of utilizing sustainable design of interior design in every
business to help them to have performance efficiency. This provides
instructions that can help the businesses in their design process that can result
in improving the interior design of their businesses.
Product
According to Serhiiko (2023), when consumers decide if they love a product,
the most important factor is taste. Every study conducted by the International
Food Information Council Foundation to this point has proven this, and in
2020, 88% of those surveyed claimed that taste was their top reason for
purchasing a product. With results like these, it's evident that taste should be a
primary priority throughout product development and a deciding factor in
marketing. In the food and beverage sector, taste reigns first. Even the security
of a well-known brand can't protect a product if its taste does not appeal to
customers. Consumers are willing to pay an extra price for high-quality items
that are both delicious and well-developed.
Furthermore, Poyourow (2023), Consumers are concerned about numerous
elements of the food they eat, including appearance, freshness, flavor,
nutritional content, and food safety. The size, shape, color, structure,
transparency or turbidity, dullness or gloss, and level of health or harm all
contribute to food's appearance. When judging food, appearance is sometimes
the only factor that customers evaluate. The form of food, as well as the size
of the dish itself, can influence how a person views what they are eating.
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When deciding on the best size and shape for the food to be presented,
consider your target audience in mind.
Service
The behavior of employees influences customer satisfaction, which in turn
influences the company’s overall productivity. Koomson (2020), states that an
employee is a customer's initial point of contact and a reflection of the
company. It is critical for all employees to demonstrate positive behavior since
it not only makes a good impression but also improves sales. If a consumer is
not pleased with the attitude of an employee, they will not consider utilizing
their business.
In addition, As stated by Hyken (2023), customers do not want to wait. They
specifically do not want someone to waste their time. Businesses risk losing
them if make them wait. Making customers wait communicates that you do
not value them or their precious time. It is also reported that 50% of customers
are less likely to spend money with a business that takes longer than expected
to serve. Customers would pay an average of 19% more for "always
immediate service," which includes no waiting in line, not waiting, and so
forth. Customers, in simple terms, place importance on speed.
Synthesis
In conclusion, the food quality includes food flavor, appearance, temperature,
freshness, health, menu variety, packaging, service characteristics, and
performance quality. These can help to attain consumers satisfaction and to
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gain their loyalty. Also, the price discount includes savings, quality, and value.
These can help to the business to grow since it is very effective marketing
strategy while budgeting can help the consumers to save money for other
expenses. Furthermore, when it comes to food and beverages, the environment
of the restaurant should be healthful, satisfying, clean and have a sustainable
interior design. These can help the business to have a customer that are
satisfied in their place. Moreover, the product includes taste, appearance,
freshness, flavor, nutritional content, and food safety. These can help the
business to have a lot of consumers if they have all of that in their business
and it can also help a consumer to decide which restaurant they will come
back to. Following that, service is very important to the customers. The
behavior of the employees is very important to achieve customers satisfaction.
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CHAPTER III
RESEARCH METHODOLOGY
This chapter discusses the methods used in this study. This includes the
description of the research design, the research locale of the study, a
description of the respondents, which sampling method was used, the
instrumentation, and the statistical treatment for data analysis.
Research Design
The researchers conducted the study using a quantitative research design
specifically, correlational research design. Bhandari (2020) states that
gathering and interpreting numerical data is quantitative research. It may be
used to discover patterns and averages, make predictions, verify causal
linkages, and generalize results to larger groups. The researcher utilized a
correlational study to assess the association between the two variables to find
the relationship between the consumers’ preference and satisfaction in
choosing unli wings restaurants. Bhandari (2021) states that correlational
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research design examines correlations between variables without the
researcher manipulating or changing any of them. The correlational research
design was suited for this investigation since the goal was to determine the
relationship between the two variables: consumers’ preference and satisfaction
in choosing unli wings restaurants.
Research Locale
This research was conducted in Barangay San Antonio, San Pedro, Laguna.
According to the website Alchetron (2023), San Pedro City is the 37th most
populated and youngest city in the Philippines. Politically, San Pedro is split
into 27 barangays. Brgy. San Antonio is the biggest barangay in terms of land
area, with 780 hectares of total land area. The researchers have chosen this
place to conduct the study because it is the largest barangay in San Pedro
Laguna.
Respondents of the Study
The respondents included in this study are the consumers eating in Unli Wings
Restaurant, particularly from Brgy. San Antonio San Pedro, Laguna. The
researchers chose individuals to provide the necessary information needed for
the study, it will be as perceived by Accountancy, Business, and Management
(ABM) Students. A probability simple random sampling was utilized in
selecting the participants. A simple random sample, according to Thomas
(2020), is a set of individuals chosen at random from a population. Each
member of the population has an equal probability of getting chosen using this
sampling procedure. This approach is the simplest of all probability sampling
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methods since it only includes a single random selection and requires less
knowledge of the population. The researchers randomly chose 61 participants
from the ABM Strand of Senior High School Students in Liceo de San Pedro.
Instruments of the Study
A structured survey questionnaire will be utilized to collect data for this study.
The researchers chose survey questionnaires due to their advantages, primarily
being, and convenience. The survey questionnaire may be completed quickly
and easily because the respondents will only have a short time to answer the
questions. Furthermore, because respondents maintain their anonymity, they
may answer surveys without feeling pressured.
A four (4) point Likert scale will be employed for the survey questions. The
researchers opted to remove the Neutral option, leaving only four options:
Very High, High, Low, and Very Low, for the reason that the researchers want
the respondents to think carefully when choosing their answer. The
respondents' degree of agreement was measured using a Likert scale.
According to Losby and Wetmore (2012), a Likert scale is an ordered scale
from which respondents select one option that best represents their standpoint.
It frequently assesses respondents' attitudes by asking how strongly they agree
or disagree with a specific issue or statement.
Statistical Treatment
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The researchers utilized statistical tools to assess the data acquired in this
study.
I. Weighted mean - it is utilized to come up with the mean scores of
the respondents on each item in the questionnaire.
∑ ( wv ) f
Weighted Mean n
Where:
∑ = Summation
wv = weighted value
f = Frequency
n = Total number of respondents
II. Pearson correlation coefficient - In statistics, correlation
coefficients are used to assess the strength of a relationship
between two variables.
Where:
r= correlation coefficient
xi = values of the x-variable in a sample
x̄ = mean of the values of the x-variable
yi = values of the y-variable in a sample
ȳ = mean of the values of the y-variable
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III. Percentage - used to determine the percentage usually for data on
profile.
ƒ
%= N
×100
Wherein:
% = percent
ƒ = frequency
N = number of respondents
CHAPTER IV
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
This chapter is composed of the gathered data and the results from the survey
questionnaire, which focused on the title of this study, "Preference and
Satisfaction of Choosing Unli Wings Restaurants as Perceived by ABM
Students of Liceo de San Pedro" This chapter will present, analyze, and
interpret all the data the researchers have gathered. Data were presented in the
tables, which were also analyzed with their corresponding interpretation and
discussion that will answer this study's problem statement.
by ABM students
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Table 2.1 Level of Preference in choosing unli wings restaurants as perceived
by ABM students in terms of Quality
Mean Interpretation Rank

I consider the physical quality of 3.44 Very High 4
the product in choosing a
restaurant.
I prefer an unli wings restaurant 3.69 Very High 1
which serves freshly cooked
chicken wings.
I consider the tenderness of the 3.67 Very High 2
chicken when choosing unli wings
restaurants.
I prefer the unli wings restaurants 3.31 Very High 5
that have various condiments.
I choose unli wings restaurant, 3.61 Very High 3
which is visually appealing to the
eyes.
Grand Weighted Mean 3.54 Very High
Legend: (3.26 - 4.00) Very High, (2.51 - 3.25) High, (1.76 - 2.50) Low, and (1.00 -
1.75) Very Low.
Table 2.1 shows the Level of Preference in choosing unli wings restaurants as
perceived by ABM students in terms of quality. As presented in the data, the
second indicator carries the highest mean which is 3.69, which indicates that
most ABM students prefer unli wings restaurant that serves freshly cooked
chicken wings. However, the fourth indicator holds the lowest mean at 3.31,
which tells that some of the ABM students prefer unli wings restaurants that
have various condiments.
Furthermore, Rajput and Gahfoor (2020) reveal that food quality has a strong
association with customer satisfaction in restaurants. Food flavor, appearance,
temperature, freshness, health, and menu variation are all aspects of food
quality. Customer worries regarding healthy meals have a big influence on
their preferences and restaurant selection. The fragrance, juiciness,
and crispness of the food define its freshness. Also, Sambo et al (2022) stated
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that one of the most important elements of the business world is product
quality. Product quality includes packaging, service characteristics, and
performance quality. That quality has a great connection to having loyal
customers.
by ABM students in terms of Price

I consider the cost of the products 3.56 Very High 3
in choosing an unli wings
restaurant.
I prefer unli wings restaurant that 3.62 Very High 1
offers discounts.
I prefer to eat in an unli wings 3.31 Very High 5
restaurant with the lowest price.
I choose the unli wings restaurant, 3.57 Very High 2
which suits my budget.
I prefer to eat in an unli wings 3.49 Very High 4
restaurant offering promos.
1.75) Very Low.
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perceived by ABM students in terms of price. As shown in the data, the
second indicator holds the highest mean of 3.62, which reveals that most
students prefer unli wings restaurant that offers discounts. On the other hand,
the third indicator bears the lowest mean of 3.31, which shows that some of
the students prefer unli wings restaurant with the lowest price.
Furthermore, a very common marketing strategy to attract and gain customers
is price discounts according to Lee & Chen-Yu. Giving customers discounts
can help them to save money that causes for a consumer to purchase a product
easily. The consumers may purchase a product when the benefits of the
promotions were congruent. Also, Lukas & Howard (2022) stated that
budgeting is a practical and effective way to the consumers to save money for
their future purposes. Budgeting can also help them to avoid dept and
overspending, and improve their financial stability. The consumers sometimes
set budget for them to practice being responsible and control their selves and
sometimes they set budget because they prioritize important expenses over
others.
by ABM students in terms of Environment

I consider the cleanliness of the 3.64 Very High 1
surroundings in choosing a
restaurant.
I prefer restaurants with good 3.61 Very High 2
ambiance and ventilation.
I choose the unli wings restaurant, 3.51 Very High 5
which is convenient and more
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accessible.
I prefer an unli wings restaurant 3.56 Very High 4
that has a spacious area.
I prefer unli wings restaurant, 3.57 Very High 3
which is aesthetically pleasing.
1.75) Very Low.
perceived by ABM students in terms of environment. As presented in the data,
the weighted mean of the first indicator bears the highest value of 3.64, which
means that most of the students prefer choosing unli wings restaurants that
have clean surroundings. On the contrary, the third indicator carries the lowest
mean of 3.51, which indicates that some of the students choose unli wings
restaurants that are convenient and accessible for them.
Additionally, Tastan and Soylu (2023) an important aspect in the food industry
is for them to be healthful and should satisfy the consumers with the
cleanliness of the surrounding of the place. Moreover, Obeidat et al (2022)
believes that interior design has a positive impact of the consumers preference.
Having a sustainable design can affect consumers behavior to improve the
environment. A business that has a pleasing design can positively improve the
consumers behavior.
perceived by ABM students
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Table 3.1 Level of Satisfaction in choosing unli wings restaurants as
perceived by ABM students in terms of Product

I am satisfied with the unli wings 3.54 Very High 3
restaurants that offer various
flavors of chicken.
I am pleased with the unli wings 3.49 Very High 4
restaurant that serves large
chicken wings.
restaurant that offers tasty
chicken.
I am content with the unli wings 3.38 Very High 5
restaurant offering different
drinks.
restaurant as what I see on the
menu is what I get.
1.75) Very Low.
Table 3.1 shows the Level of Satisfaction in choosing unli wings restaurants as
perceived by ABM students in terms of product. As shown in the data, the
third indicator attained the highest mean of 3.7, which states that most students
are satisfied with the unli wings restaurants that offer tasty chicken. However,
the fourth indicator is the lowest as it gathered a mean of 3.38, which states
that some students are content with the unli wings restaurant that offers
different drinks.
Additionally, when consumers determine whether or not they like a product,
the most significant component is taste, according to Serhiiko (2023).
Taste should be an important factor during product development and an
influential factor in marketing. Customers are prepared to pay higher rates for
high-quality products that are both tasty and well-developed. Also, Poyourow
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(2023), states that the size, shape, color, structure, transparency or turbidity,
dullness or gloss, and level of health or harm all contribute to the visual
appearance of food. Most customers prefer restaurants that provide larger
servings of food since they feel more satisfied with it.
Table 3.2 Level of Satisfaction in choosing unli wings restaurants as
perceived by ABM students in terms of Service

I eat in an unli wings restaurant 3.66 Very High 1
with friendly and accommodating
employees.
I am satisfied with the restaurant 3.59 Very High 2
that serves its customers quickly.
I prefer unli wings restaurant that 3.39 Very High 4
offers delivery.
restaurant that offers online
reservations.
restaurants offering online
payment (e.g., g-cash, paymaya,
and PayPal).
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Legend: (3.26 – 4.00) Very High, (2.51 – 3.25) High, (1.76 – 2.50) Low, and (1.00 –
1.75) Very Low.
Table 3.2 shows the Level of Satisfaction in choosing unli wings restaurants as
perceived by ABM students in terms of Service. The data shows that the first
indicator attained the highest mean of 3.66, which indicates that most students
are satisfied with the unli wings restaurant which has friendly and
accommodating employees. On the other hand, the fifth indicator has the
lowest mean of 3.36, which states that some students are satisfied with the unli
wings restaurant which offers online payment.
Moreover, Koomson (2020), states that employee behavior affects customer
satisfaction, which in turn influences the company's total productivity.
Customers are believed to favor restaurants with a positive workers attitude
when serving. This produces a favorable impression on the consumer, and it
will assist the company in increasing sales since other customers might
recommend the business as a result of their experience. In addition,
Customers, according to Forbes (2023), do not want to wait. They are
especially looking for someone who will not squander their time. Not all
consumers are patient enough to wait. Because some of them have other things
to do, they like to be served swiftly. Customers are less willing to spend
money with a business that takes longer to serve them than promised.
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3. Significant relationship between the consumers’ preference and
satisfaction
Table 4.1 Relationship between the level of Consumer Preference and Level of
Satisfaction.
Level of Level of R- P- Remarks Decision

Preference Satisfaction Value Value
Quality Product .641** <.001 Significant Reject
H0
Service .635** <.001 Significant Reject
H0
Preference Satisfaction R- P- Remark Decision
Value Value
Price Product .578** <.001 Significant Reject
H0
H0
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Preference Satisfaction R-Value P- Remark Decision

Value
Environment Product .748** <.001 Significant Reject
H0
H0
** Correlation is significant at the 0.01 level (2-tailed)
As presented in table 4.1 the r values of all the variables were interpreted as
having positive correlation as to correlate the Level of Preference (Quality,
Price, and Environment) and the Level of Satisfaction (Product, Service) and
the probability values that were computed were less than (p<0.01), which is
the level of significance; therefore, the null hypothesis is rejected. The results
indicated that there is a significant relationship between the dependent
variable, which is level of preference, and the independent variable, which is
level of satisfaction.
CHAPTER V
SUMMARY OF FINDINGS, CONCLUSIONS, AND

RECOMMENDATIONS
This chapter shows the summary of findings that the researchers
used as their basis regarding their research to assure that their study is
legitimate and not biased. Moreover, the conclusion is included in this chapter,
which serves as the researchers' overall findings in the research they
conducted. Lastly, it has recommendations that can be used as future
reference.
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Summary of Findings
by ABM students in terms of Quality, Price, and Environment.
The results of the first statement of the problem were gathered by testing the
independent variable, which is the level of preference. The results were
gathered from the sub-variables of the level of preference, which are quality,
price, and environment.
In the first sub-variable, which is quality, the results are the following: The
second indicator has the highest mean, 3.69, indicating that most ABM
students choose unli wings restaurant, which provides freshly cooked chicken
wings. The fourth indication, on the other hand, has the lowest mean at 3.31,
indicating that some ABM students prefer unli wings restaurants with a variety
of condiments.
Next, the result for the second sub-variable, which is price, are: first, the
second indicator holds the highest mean of 3.62, which reveals that most
students prefer unli wings restaurant that offers discounts. Meanwhile, the
third indicator bears the lowest mean of 3.31, which shows that some of the
students prefer unli wings restaurants with the lowest price.
Moreover, the results for environment, which is the third sub-variable, showed
that the first indicator has the highest value of 3.64, indicating that most
students favor unli wings restaurants with clean surroundings. The third
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indicator, on the other hand, has the lowest mean of 3.51, indicating that some
students choose unli wings restaurants that are convenient and accessible to
them.
The grand weighted mean for the sub-variables of preference are as follows:
3.54 for quality, 3.51 for price, and 3.58 for environment. These stated that the
grand weighted mean indicates that the level of preference in terms of quality,
price, and environment are all highly effective to the respondents of this study,
which is the ABM students of Liceo de San Pedro
perceived by ABM students in terms of Product and Service.
The second statement of the problem assessed the level of Satisfaction in
choosing unli wings restaurants as perceived by ABM students. This part
discussed the level of satisfaction, which is the satisfaction in terms of
product and service.
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Product, which is the first sub-variable, has the results where it was shown that
the highest weighted mean of 3.7 bears in the third indicator, which states that
most students are satisfied with the unli wings restaurants that offer tasty
chicken. However, the fourth indicator is the lowest as it gathered a mean of
3.38, which states that some students are content with the unli wings restaurant
that offers different drinks.
Furthermore, it was shown in the second sub-variable, which is service, that
the highest weighted mean of 3.66 carries in the first indicator, which indicates
that most students are satisfied with the unli wings restaurant which has
friendly and accommodating employees. On the other hand, the fifth indicator
has the lowest mean of 3.36, which states that some students are satisfied with
the unli wings restaurant which offers online payment.
Finally, the following is the grand weighted mean of level of satisfaction: 3.55
for product, and 3.49 for service. The level of satisfaction in terms of product
and service shown through the grand weighted mean that they are all highly
effective for the ABM students of Liceo de San Pedro, the respondents of this
study.
3. Is there a significant relationship between the consumers’
preferences and satisfaction?
The last statement of the problem had been done to test if there is any
significant relationship between the level of preference, which is the study’s
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independent variable, and the level of satisfaction, which is, on the other hand,
the dependent variable of this study. The gathered results for this test were
from the sub-variables of preference, which are quality, price, and
environment, which were interconnected by the researchers to the sub-
variables of satisfaction, which are product and service. The findings of the
probability values of the independent variable's sub-variables that were tested
to the dependent variable's sub-variables and computed were all less than the
value of 0.01. Accordingly, if the estimated p-value is less than 0.01 there is a
correlation between variables. Having said that, the researchers' observation
of the given variables was that all of the sub-variables were interconnected,
and, simply put, the independent variable, which is preference, and the
dependent variable, which is satisfaction, have a significant relationship with
each other.
Conclusion
The researchers concluded that after all the data has been gathered, presented,
and interpreted, the preferences and the satisfaction of choosing unli wings
restaurants as perceived by the ABM students of Liceo de San Pedro have a
significant relationship with each other. In line with that, the researchers came
to the conclusion to reject the study's null hypothesis and accept its alternative
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hypothesis, indicating that there is a significant effect and relationship
between the independent variable and the dependent variable of the study.
Recommendation
Based on the study's findings and conclusions, the researcher strongly
recommends the following:
For Business Owners. This research can help restaurant owners improve their
establishments by considering the preferences and satisfaction of customers.
Knowing each consumer’s choice in picking a restaurant could benefit their
business. Also, if they examine what is in this paper, this study may help their
business to expand even more. Understanding client demands is the
foundation of any successful organization, whether it sells directly to
customers or other enterprises. Once have this information, business owners
can persuade new and existing consumers that purchasing from the business is
in their best interests.
For Future Entrepreneurs. This research can benefit future entrepreneurs by
identifying the preferences and satisfaction when selecting a restaurant to eat
at. Before starting their business, they may use this study as a guide to learn
about each consumer’s preferences and apply them to their restaurant.
Companies can effectively promote their products and services if they
understand how consumers think, feel, and decide. This enables enterprises to
anticipate how their consumers will behave, which aids in promoting existing
items and services. It also allows innovative businesses to find opportunities
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before others. Understanding the customer decision-making process is
essential because it will enable you to foresee consumer demands and create
sales or marketing approaches based on those needs.
For Customers. If consumers are still deciding whether to dine at unli wings
restaurant, look into how other people pick their restaurant and what they
consider while choosing. This may help with decision-making.
For Future Researchers. The researchers advise future researchers to use this
study as a guide to acquiring the necessary fundamental information.
Furthermore, researchers recommend that they broaden their study by
conducting additional research on this issue to identify what are the
preferences of consumers and how they became satisfied when choosing a
restaurant to dine at.
BIBLIOGRAPHY
(2022). Retrieved from Alchetron: https://alchetron.com/San-Pedro,-Laguna

Amoah-Koomson, R. (2020). Effect of Employee attitude on customer.
Retrieved from Linkedin: https://www.linkedin.com/pulse/effect-
employee-attitude-customer-ruth-amoah-koomson-
Bhandari, P. (2020). What Is Quantitative Research? | Definition, Uses &
Methods. Retrieved from Scribbr:
https://www.scribbr.com/methodology/quantitative-research/
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Bhandari, P. (2021). Correlational Research | When & How to Use. Retrieved

from Scribbr: https://www.scribbr.com/methodology/correlational-
research/#:~:text=A%20correlational%20research%20design
%20investigates%20relationships%20between%20two%20variables
%20(or,experimental%20type%20of%20quantitative%20research.
Dyer, J. S., & Jia, J. (2016). Preference Theory. Retrieved from SpringerLink:
https://link.springer.com/referenceworkentry/10.1007/978-1-4419-
1153-7_787
Gahfoor, R. Z., & Rajput, A. (2020). Satisfaction and revisit intentions at fast
food restaurants. Retrieved from Springer Open:
https://fbj.springeropen.com/articles/10.1186/s43093-020-00021-0
Hyken, S. (2023). Today’s Customer Has A Need For Speed. Retrieved from
Forbes: https://www.forbes.com/sites/shephyken/2023/01/08/todays-
customer-has-a-need-for-speed/?sh=53702770686b
Lee, J. E., & Chen-Yu , J. (2018). Effects of price discount on consumers’
perceptions of savings, quality, and value for apparel products:
mediating effect of price discount affect. Retrieved from SpringerOpen:
https://fashionandtextiles.springeropen.com/articles/10.1186/s40691-
018-0128-2#:~:text=According%20to%20the%20economic
%20effects,confirmed%20by%20many%20previous%20studies
Lopez, A. (2023). Customer Satisfaction (CSAT) Theory. Retrieved from
Qualtrics :
https://www.qualtrics.com/au/experience-management/customer/custo
mer-satisfaction-theory/
Losby, J. &. (2015). Using Likert Scales in Evaluation Survery Work.
Retrieved from CDC Coffee Break::
https://www.cdc.gov/dhdsp/pubs/docs/cb_february_14_2012.pdf
Lukas, M. F., & Howard, R. (2023). The Influence of Budgets on Consumer
Spending. Retrieved from Journal of Consumer Research:
https://academic.oup.com/jcr/article/49/5/697/6603733?login=false
Obeidat, I., Obeidat, S., Rumman, S., & Al-Jubouri, F. (2022). The role of
sustainable interior design and its impact on customer's behavior in
commercial environments. Retrieved from IOP Conference Series:
Earth and Environmental Science:
https://iopscience.iop.org/article/10.1088/1755-1315/1026/1/012054/
meta
Sambo, E., Ukpata, S., Mary, A., & John, F. (2022). Impact of Product Quality
on Customer Satisfaction and Loyalty. Retrieved from Research Gate:
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https://www.researchgate.net/publication/358148929_Impact_of_Prod
uct_Quality_on_Customer_Satisfaction_and_Loyalty
Serhiiko, O. (2023). The Importance of Taste in Product Development.
Retrieved from Taste Institute:
https://www.taste-institute.com/en/resources/blog/importance-of-taste-
in-product-development
TAŞTAN, H., & SOYLU, A. (2023). The impact of perceived cleanliness on
customer satisfaction, revisiting intention and complaining behaviors:
The case of restaurants by S-O-R Model. Retrieved from Journal of
Multidisciplinary Academic Tourism:
https://dergipark.org.tr/en/pub/jomat/issue/72476/1087481#article_cite
Thomas, L. (2020). Simple Random Sampling | Definition, Steps & Examples.
Retrieved from Scribbr: https://www.scribbr.com/methodology/simple-
random-sampling/
Tlapana, T. (2021). FACTORS INFLUENCING CONSUMER PREFERENCES
OF RESTAURANTS IN THE GREATER BUFFALO CITY. Retrieved
from International Journal of Business and Management Studies:
https://sobiad.org/menuscript/index.php/ijbms/article/view/479
APPENDICES
Questionnaire

Quality Very High Low Very
high low
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I consider the physical quality of the product in

choosing a restaurant.
I prefer an unli wings restaurant which serves
freshly cooked chicken wings.
I consider the tenderness of the chicken when
choosing unli wings restaurants.
I prefer the unli wings restaurants that have
various condiments.
I choose unli wings restaurant, which is
visually appealing to the eyes.
Price Very High Low Very
high low
I consider the cost of the products in choosing
an unli wings restaurant.
I prefer unli wings restaurant that offers
discounts.
I prefer to eat in an unli wings restaurant with
the lowest price.
I choose the unli wings restaurant, which suits
my budget.
I prefer to eat in an unli wings restaurant
offering promos.
Environment Very High Low Very
high low
I consider the cleanliness of the surroundings in
choosing a restaurant.
I prefer restaurants with good ambiance and
ventilation.
I choose the unli wings restaurant, which is
convenient and more accessible.
I prefer an unli wings restaurant that has a
spacious area.
I prefer unli wings restaurant, which is
aesthetically pleasing.
2. Level of Satisfaction in choosing unli wings restaurants as perceived
by ABM students in terms of
Product Very High Low Very
high low
I am satisfied with the unli wings restaurants
that offer various flavors of chicken.
I am pleased with the unli wings restaurant that
serves large chicken wings.
I am satisfied with the unli wings restaurant
that offers tasty chicken.
I am content with the unli wings restaurant
offering different drinks.
I am satisfied with the unli wings restaurant as
what I see on the menu is what I get.
Service Very High Low Very
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high low
I eat in an unli wings restaurant with friendly
and accommodating employees.
I am satisfied with the restaurant that serves its
customers quickly.
I prefer unli wings restaurant that offers
delivery.
I am satisfied with the unli wings restaurant
that offers online reservations.
I am satisfied with the unli wings restaurants
offering online payment (e.g., g-cash, paymaya,
and PayPal).
Tally Sheet

Quality Very High Low Very TOTAL
high low
I consider the physical quality of the 30 28 3 0 61
product in choosing a restaurant.
I prefer an unli wings restaurant 42 17 2 0 61
which serves freshly cooked chicken
wings.
I consider the tenderness of the 41 20 0 0 61
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chicken when choosing unli wings

restaurants.
I prefer the unli wings restaurants 26 28 7 0 61
that have various condiments.
I choose unli wings restaurant, which 38 22 1 0 61
is visually appealing to the eyes.
Price Very High Low Very
high low
I consider the cost of the products in 35 25 1 0 61
choosing an unli wings restaurant.
I prefer unli wings restaurant that 41 17 3 0 61
offers discounts.
I prefer to eat in an unli wings 24 32 5 0 61
restaurant with the lowest price.
I choose the unli wings restaurant, 36 24 1 0 61
which suits my budget.
I prefer to eat in an unli wings 34 23 4 0 61
restaurant offering promos.
Environment Very High Low Very
high low
I consider the cleanliness of the 42 16 3 0 61
surroundings in choosing a
restaurant.
I prefer restaurants with good 38 22 1 0 61
ambiance and ventilation.
I choose the unli wings restaurant, 34 24 3 0 61
which is convenient and more
accessible.
I prefer an unli wings restaurant that 36 23 2 0 61
has a spacious area.
I prefer unli wings restaurant, which 36 24 1 0 61
is aesthetically pleasing.
2. Level of Satisfaction in choosing unli wings restaurants as perceived
by ABM students in terms of
Product Very High Low Very
high low
I am satisfied with the unli wings 35 24 2 0 61
restaurants that offer various flavors
of chicken.
I am pleased with the unli wings 31 29 1 0 61
restaurant that serves large chicken
wings.
restaurant that offers tasty chicken.
I am content with the unli wings 28 28 5 0 61
restaurant offering different drinks.
restaurant as what I see on the menu
is what I get.
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Service Very High Low Very

high low
I eat in an unli wings restaurant with 41 19 1 0 61
friendly and accommodating
employees.
I am satisfied with the restaurant that 38 21 2 0 61
serves its customers quickly.
I prefer unli wings restaurant that 30 25 6 0 61
offers delivery.
restaurant that offers online
reservations.
restaurants offering online payment
(e.g., g-cash, paymaya, and PayPal).
CURRICULUM VITAE
Name: Bryan D. Bagus
Address: 24-4 Conception St. Brgy. Nueva San
Pedro Laguna
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Contact Number: 09567032043
Email Address: bryanbagus14@gmail.com
PERSONAL DATA
Birthday: August 14, 2004
Place of Birth: San Pedro, Laguna
Age: 18 yrs old
Height: 5’8
Weight: 86 kgs
Education
Secondary : Liceo de San Pedro Luna St. Brgy. Poblacion, San
Pedro, Laguna 2017-Present
Primary : San Pedro Central Elementary School 2011-2017
Awards
Academic Excellence with Honors (2021-2022)
Name: Jcell Ashley R. Cruz
Address: #1 Alora apartment Cataquiz 3 Landayan
San Pedro Laguna
Cellphone Number: 09498735147
Email: jcellashleycruz@gmail.com
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PERSONAL DATA
Birthday: May 25, 2004
Place of Birth: Santiago City Isabela
Age: 19 yrs old
Height: 5’3
Weight: 75 kgs
Education
Primary : Liceo de San Pedro Luna St. Brgy. Poblacion, San
: Amazing Grace School 137 San Vicente Rd, San
Pedro, Laguna 2011-2015
Awards
Brass Band Service Awardee (2019 – 2020)
With High Honors (2020 – 2021)
Outstanding Performance in Mathematics (2020 – 2021)
Outstanding Performance in Social Science (2020 – 2021)
Outstanding Performance in TLE (2020 – 2021)
With High Honors (2021 – 2022)
Outstanding Performance in Filipino (2021 – 2022)
Outstanding Performance in English (2021 – 2022)
Outstanding Performance in Religion (2021 – 2022)
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Best in Conduct (2021 – 2022)
Name: Iya Isabelle R. Natividad
Address: 70 int. Brgy San Vicente, San Pedro,
Laguna
Cellphone Number: 09691728330
Email Address: iyanatividad30@gmail.com
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PERSONAL DATA
Birthday: December 30, 2004
Place of Birth: San Pedro Laguna
Age: 18 yrs old
Height: 4’11
Weight: 36 kgs
Education
Pedro, Laguna (2017-Present)
Primary : San Pedro Central Elementary School (2011-2017)
Awards
Academic Excellence Awardee with Honors (2020-2022)
Outstanding Performance in ICT
Outstanding Performance in Science
Outstanding Performance in Music
Outstanding Performance in Religion
LICEO DE SAN PEDRO

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Preference and Satisfaction of Choosing Unli

Wings Restaurants as Perceived by ABM

Students of Liceo de San Pedro

CRUZ, JCELL ASHLEY R.

NATIVIDAD, IYA ISABELLE R.

A Research Presented by the Accountancy, Business, and

Management (ABM) Strand

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In Partial Fulfilment of the Requirements in

San Pedro, Laguna

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This research entitled, Preference and Satisfaction of Choosing Unli

Wings Restaurants as Perceived by ABM Students of Liceo de San Pedro,

prepared, conducted, and submitted by the Group 5 Researchers, Jcell Ashley

R. Cruz, Iya Isabelle R. Natividad, and Bryan D. Bagus of Grade 12 St.

Ignatius of Loyola from the Accountancy, Business, and Management Strand

in partial fulfillment of the requirements in Research Project, has been

examined and recommended for acceptance and approval examination.

MR. FRANZ JOSEF CELLS

Approved by the committee on oral examination with a grade of ________.

Ms. Elliona Mariz A. Retuta

Mr. Rhyan Christian M. Amores Mr. Daniel Bernard V. Roa

Accepted and approved in partial fulfillment of the requirements for Research

Ms. Sylvia A. Lizardo

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Background of the Study

assistance while selecting a restaurant due to an abundance of selections.

Customers, in order to address this problem, assess a range of variables when

The researchers conducted the study using a quantitative research design

specifically, a correlational research design. A probability simple random

sampling was utilized in selecting the participants. A structured survey

chose survey questionnaires due to their advantages, low cost, and

Summary of Findings, Conclusions, and Recommendations

restaurants as perceived by the ABM students of Liceo de San Pedro have a

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significant relationship with each other. These findings can be informative to

business owners, future entrepreneurs, consumers, and future researchers.

strength and knowledge to complete our research.

for supporting us.

and checking our paper.

researchers would also like to express our deepest gratitude to every

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Background of the study

Every eat-all-you-can company is now a worldwide trend, due to the concept

choose. According to Frey S. (2023), Customer preferences are the

expectations, likes, dislikes, motives, and desires that lead a customer to

purchase certain products. Knowing consumer preferences enables you to

achieve assured satisfaction with customers, successful marketing tactics,

increased brand image, and customer loyalty.

eating, the Eat-All-You-Can technique of meal preparation is expected. People

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being introduced as Eat-All-You-Can restaurants gain popularity with patrons.

wings business giving customers a wide range of options. When choosing a

restaurant, people need help with the abundance of options. Customers,

Tlapana (2021) claims that decision-making has typically focused primarily on

consumer choice intending to understand how consumers make decisions

within a given set of alternatives. Offering infinite meals is one of a

restaurant’s marketing gimmicks since every Filipino is attracted to the word

“unlimited.” A wide range of elements, including cost, location, brand,

influence from friends and family, reviews, etc., influence a restaurant’s

choice. The researchers are interested in exploring this topic.

businesses. The importance of restaurant ratings in attracting consumers must

in the continuous improvement of the business. For a business to grow, it must