EVALUATING CUSTOMER PERCEPTION SERVICE QUALITY AT MONDAE AUSTRALIAN YOGURT

Abstract

This study aims to assess how customers perceive the quality of service at Mondae Australian Yogurt, with a focus on its Taft Avenue branch in Pasay City. It examines the influence of demographic variables such as age and gender, alongside behavioral factors like visit frequency and the nature of customer engagement. A sample of fifty (50) customers who have previously patronized the store will be surveyed to provide localized insights into service quality perceptions. This study adopts a descriptive research design to evaluate customer perceptions of service quality. Through the integration of both qualitative and quantitative data, the research aims to gain in-depth insights into customer experiences, preferences, and expectations. This approach allows for a comprehensive analysis of the key factors shaping customer perceptions, ultimately contributing to a more nuanced understanding of service quality from the consumer’s perspective. The study indicated that 58% of respondents were female, suggesting a predominantly female clientele. Among the evaluated service quality dimensions, employee responsiveness, particularly the promptness of service, received a high satisfaction rating of 3.88. Empathy (3.82) and assurance (3.85) also reflected strong performance. Clear and consistent communication during service delays earned the highest rating at 3.90, underscoring its critical role in customer satisfaction. Additionally, customer-centric initiatives such as appreciation events and expedited service lanes, both rated at 3.88, significantly enhanced the overall service experience and reinforced positive customer perceptions. The findings indicate that the majority of customers are female and emphasize the critical role of prompt and attentive service in enhancing customer satisfaction. Effective communication during service delays, coupled with personalized initiatives such as appreciation events and fast-track lanes, significantly improves the overall customer experience and fosters loyalty.