ASSESSING THE QUALITY SERVICE AT MCDONALD'S TALIPAPA, QUEZON CITY

Abstract

In today's highly competitive and rapidly evolving fast-food industry, maintaining stringent quality control measures is imperative for the sustained success of establishments like McDonald's. The fast-food industry is renowned for its fast-paced environment, demanding a seamless blend of speed, precision, and consistent quality. Customer expectations continue to rise, driven by evolving preferences and heightened awareness of food safety and hygiene.

The main issue faced by the company is the quality of the food and the perception that McDonald's offers quick and fast food that is not fresh or healthy. Another challenge is its understaffed restaurants and the lack of adequately trained and motivated staff.

Researchers aim to gain insights that can inform the broader fast-food industry and contribute to the enhancement of service standards and quality assurance practices. The aim of this research is to determine the quality of service provided by employees at McDonald’s and to understand the intricacies of service efficiency and quality control. The researchers utilized the descriptive method with qualitative approaches in assessing the quality of service at McDonald's Talipapa, Quezon City. They selected fifty (50) customers of McDonald's Talipapa, Quezon City, using a simple random sampling method based on predetermined requirements for respondent selection. The researchers chose the first fifty (50) customers dining in the store. There are 50 individuals who participated in our focus study. They have different gender identities, civil statuses, ages, and perspectives on each question in our survey, which covered aspects such as the responsiveness of the staff, empathy, assurance, reliability, and the tangibility of every employee inside the store. Based on the results, the most common problem customers experience is long waiting times due to a lack of employees. Based on the results, respondents fall within the 16–18 age range, with most of them being female and single. Clean and well-organized utensils achieved the highest rank. Responsiveness to customers' requests also ranked first. Additionally, staff efforts in understanding customers' needs and preferences, as well as genuinely caring about their satisfaction and well-being, were highly rated.

Researchers conclude that the most prevalent challenge for customers at McDonald's Talipapa is long waiting times.