ASSESSMENT ON THE SERVICE QUALITY OF TAPSI BARCAFE, ISLA VALENZUELA CITY: BASIS FOR PROPOSED IMPROVEMENT PLAN

Abstract

This study investigates the service quality of Tapsi Bar Cafe, located in Isla Valenzuela City, Philippines, and seeks to identify opportunities for improvement to boost customer satisfaction and loyalty. The café aims to stand out in the competitive food industry by offering a unique blend of customization, affordability, and innovation, catering to the diverse preferences of its patrons. By gaining a deeper understanding of consumer behavior and preferences, the café can refine its marketing strategies and service offerings. The insights from this study are intended to help Tapsi Bar Cafe enhance its customer experience and strengthen its position in the local market. This study employed a mixed-methods research design, integrating both surveys and interviews, to assess the service quality at Tapsi Bar Cafe in Isla Valenzuela City. A sample of thirty customers participated in the survey, while ten customers were selected for in-depth interviews to gather qualitative insights. Random sampling was utilized to ensure diverse representation of the café's clientele. The survey provided quantitative data, while the interviews captured detailed qualitative responses, allowing for a comprehensive evaluation of customer experiences and perceptions regarding service quality. These combined methods enabled a thorough analysis of the factors influencing customer satisfaction and potential areas for improvement. The demographic analysis revealed a diverse customer base, with young adults and high school graduates representing the majority of the clientele. Regarding service quality, respondents expressed positive feedback, with an overall composite mean score of 3.51 across key factors, including the café's location, pricing, innovation, service efficiency, and product availability. However, a key concern identified by customers was the limited parking space, which impacted their overall satisfaction. Based on these insights, the study recommends implementing an improvement plan, particularly focusing on addressing the parking issue, to further enhance the customer experience at Tapsi Bar Cafe. This study emphasizes the significance of service quality in the success of Tapsi Bar Cafe. By gaining a deeper understanding of customer behavior and addressing specific concerns, the cafe can strengthen its standing as a go-to dining destination in Isla Valenzuela City. A focus on maintaining high standards of service and innovation will help Tapsi Bar Cafe build a loyal customer base and ensure long-term growth. The study’s insights into customer demographics and preferences will inform more targeted marketing strategies, helping the cafe engage with its audience more effectively. Addressing challenges such as limited parking space and improving the cafe’s atmosphere will directly contribute to enhancing the overall customer experience. Continual feedback collection and adaptations will be key to ensuring sustained success and competitive advantage in the ever-evolving food industry.