Service Quality of Big Brew Milk Tea Shop at Sauyo Novaliches Quezon City: Basis for Enhanced Customers Satisfaction

Vol.4, No.1

Abstract

The aim of the study is to determine the service quality provided by Big Brew Milk Tea Shop at
Sauyo to enhance customer satisfaction as the basis for its marketing plan. Service quality in
organizations or businesses has become an issue and a trend prior to and during pandemics.
The researchers address the question of how respondents rate the service quality of Big Brew
Milk Tea Shop through this investigation and determine the customer's satisfaction. This study
informs businesses about the importance of knowing the level of customer satisfaction with
the services they provide.

Both employed and unemployed respondents very strongly agree on how they rate the service
quality of Big Brew Milk tea shop in terms of speed, responsiveness, accuracy, and sanitation.
As a result, In significant difference between the two groups of respondents in terms of speed,
responsiveness, accuracy, and sanitation. The decision leads to accepting the null
hypothesis. Therefore, the results revealed that there is no significant difference in the
assessment of the two groups of respondents on the services of Big Brew Milk Tea Shop. As a
result, the challenges were overcome by the two groups of respondents. The space provided
was not enough in Big Brew Milk Tea Shop.

Based on the findings, the researchers strongly recommend maintaining and continuously
improving the quality of service provided by the company. In terms of responsiveness,
staff/employees need to pay more attention to helping customers. For accuracy, the company
must maintain product representations and update pricing and product availability. Hygiene-
wise, management should prioritize providing sanitizers for both customers and employees.