THE IMPACT OF PENDING AND PRODUCT DELAYS ON CUSTOMER SATISFACTION IN CASUAL RESTAURANT AT MEYCAUAYAN, BULACAN

Abstract

This research examines how pending and product delays affect customer satisfaction in casual dining restaurants in Meycauayan, Bulacan. It explores the causes of these delays and their impact on customer experience, offering insights into improving restaurant operations. The findings aim to help businesses enhance efficiency, maintain a competitive edge, and foster customer loyalty in the local dining industry. This study employs a descriptive research design, engaging fifty (50) customers through simple random sampling. Survey questionnaires are the primary data collection instruments, providing quantitative insights into customer experiences with service delays. A significant number of respondents reported experiencing service delays, which correlated with lower satisfaction levels. Delays were primarily attributed to inefficiencies in kitchen operations, insufficient staffing during peak hours, and supply chain disruptions affecting ingredient availability. Customers expressed frustration and disappointment, emphasizing the need for operational improvements. Suggestions included enhancing staff training, increasing workforce during high-traffic periods, and refining inventory management to reduce product delays. This study highlights the critical impact of service delays on customer satisfaction in casual dining establishments. Addressing the root causes of these delays can lead to improved operational efficiency, better customer experiences, and a stronger competitive position in the local restaurant industry.