ASSESSMENT OF SERVICE OPERATION ON THE SELECTED CAFE IN QUEZON CITY TOWARDS A GUIDE

Abstract

This study examines the operations, challenges, and service strategies of three coffee shops in Quezon City: Nachang Cafe, Coffee Spot, and Cof/tea Cafe. Nachang Cafe, established in 2018, efficiently handles dine-in, take-out, and delivery services despite facing communication challenges. Coffee Spot, launched in mid-2023, offers a diverse range of beverages but struggles with drink quality and customer service issues. Cof/tea Cafe, also founded in 2023, targets students and the general public, addressing challenges like order alterations while maintaining affordability and accessibility. This study aims to identify key operational strengths and areas for improvement to enhance customer satisfaction and business performance. The study employs a quantitative research method, utilizing a convenience sampling technique to collect data from 30 café customers in Quezon City. This approach allows for the efficient gathering of insights regarding customer experiences, preferences, and satisfaction levels, providing a data-driven foundation for analyzing café operations and identifying potential areas for improvement. The study examined service operations at three cafés, revealing different levels of customer satisfaction. Nachang Café received a mean score of 2.50, indicating dissatisfaction with its staff. Cof/tea Café achieved the highest rating of 3.60, reflecting strong customer engagement, while Coffee Spot Café scored 3.00, signifying moderate satisfaction, particularly in communication. These results emphasize the importance of enhancing service quality to improve customer experiences across all cafés. The researchers underscore the importance of addressing customer concerns to improve service quality and support business growth. They recommend creating a hospitable environment by prioritizing politeness, kindness, and attentiveness, ensuring customers feel valued. To enhance the dining experience, Nachang Café should refine its beverage selection and invest in staff development. Cof/Tea Café should implement standardized recipes to ensure product consistency, while Coffee Spot can improve beverage quality and establish a distinct brand presence. Additionally, optimizing take-out services, launching a dedicated food delivery app, and strengthening customer service and communication strategies are advised to boost overall customer satisfaction.