Level of Satisfaction of the Customers at 7-Eleven McHotel Susano Road. Novaliches Quezon City: Basis and Enhance Inventory Management

Vol.4, No.1

Abstract

The convenience store concept began in 1927 at the Southland Ice Company in Dallas,
Texas. The company’s first stores were known as Tote’m stores and became 7-Eleven to
reflect the stores’ new, extended hours – 7 a.m. until 11 p.m., seven days a week. 7-Eleven
is a 24-hour convenience store that offers grab-and-go bites, beverages, and assorted items.
The purpose of the study is to determine the level of satisfaction of the customers at 7-
Eleven motel Susano Road, Novaliches, Quezon City, in terms of age, gender, civil status,
and employment status.

The results of the study reveal that the majority of respondents are females between the
ages of 18 and 28 and are single. The assessment of the level of satisfaction of the
employed and unemployed customers of 7-Eleven in terms of quality of products and
availability of products is “Highly Satisfied.” The problems encountered by the customers are
unavailable products, poor product quality, long waiting times, poor customer service
communications, broken/defective products, preferred payment not being accepted, and
unresolved issues.

This study recommended that they develop a plan to increase the level of customer
satisfaction and to keep improving their product availability by implementing an inventory
management system to conduct regular audits to know how many products have already
been sold and if they have lost items. Store Managers know they have a way to solve the
problem encountered while continuously improving their customer service. Should be always
achieving product consistency by managing the quality of products and product availability.
The store provides and produces quantities of products with quality products to attract more
customers, such as employed and unemployed customers, and will get customer
satisfaction.