Customer’s Behavior Towards Fast Food Chain Working Performance:Basis for Enchance Level of Satisfaction

Vol.4, No.1

Abstract

Fast-food chains in the Philippines are known as a crowd favorite that has been loved by
children and adults. Jollibee is a local fast-food giant that has more than a thousand branches
in various parts of the country and hundreds more abroad. The brand is synonymous with
hearty food, celebration, and the love of family, as stated by Maya (2020). Social and
economic causes are part of a modern human’s daily life. When there is no time left to cook
and prepare food, prepared fast food turns out to be a modern, convenient way to a person’s
daily life.

Data shows that the majority of the respondents are in the age group of 18-21 years old,
equally divided into male and female respondents, and the majority are single. Studies show
that greeting customers with a smile affects customer behavior, as well as giving good service
and being helpful and respectful. The price of a product or service can affect the level of
satisfaction among customers because it has an associated sense of fairness. A customer’s
perceptions of unfair pricing lead to negative outcomes, such as Quality of food. The taste of
the product will also affect the customer's tongue because all people have different tastes
when it comes to food.

The work performance of the employees or staff affects the customers' behavior and their
satisfaction. How the employees interact with their guests will create an impact on how they
will be served back. This study recommends various ways to enhance the level of satisfaction
customers get, especially in the fast-food industry.