The Effects of Employee-Customer Interactions in Customer Retention on Jollibee Big-R Robinson at Brgy. Pasong Putik, Novaliches, Quezon City Mary Eimyreh Obligar

Vol.4, No.1

Abstract

Customer retention is the ability of a business to transform one-time clients into patron
customers and keep them from switching to a rival. Employee-customer interaction is a
connection formed between the employee and the customer in a food establishment.
Employee-customer interaction affects a business's customer retention.

The result of this study shows that the majority of the respondents are female in the age group
of 19 to 30 years old, with a percentage of 56%. It implies that adults want food that is tasty,
and elders are more conscious of their health than adults. The results of this study show that
the problem encountered by employees in having customer retention was food quality; this
means that most of the respondents are satisfied with the taste and flavor of the food, and it
affects the satisfaction of the customers. The respondents assess the effects of employee-
customer interaction in terms of customer complaints when the employees offer solutions to
the problems; this means that discussing solutions helps businesses provide good customer
service.

This study recommends the company continue to serve food that is flavorful and tasty and
conduct product development to satisfy customers and increase sales. The employees should
practice more in handling customer complaints as it will help the business provide great
customer service and retain customers.