ASSESSMENT ON THE SERVICE QUALITY OF YELLOW CAB PIZZA CORP. AT SAN JOSE DELMONTE BULACAN : BASIS FOR RECOMMENDATION

Abstract

Yellow Cab Pizza Corp., established in April 2001 in the Philippines, has grown to operate 200 branches globally. This study focuses on evaluating the service quality at Yellow Cab Pizza Corp. The goal is to provide valuable insights for employees, educators, future students, and researchers to inform future studies aimed at improving service quality. The results of this study will help identify areas for improvement, supporting the company's efforts to enhance its service standards and achieve better customer satisfaction. Ultimately, it seeks to contribute to the continuous growth and success of the brand. The study utilized a descriptive research design to explore the characteristics, frequencies, trends, and categories related to the service quality at Yellow Cab Pizza Corp. A total of fifty customers were selected as respondents, chosen for their ability to provide valuable insights that would contribute to the study’s objectives. Purposive sampling was employed to ensure that participants were knowledgeable and capable of offering relevant information. To gather accurate and reliable data, the researchers distributed a survey questionnaire, which was designed to collect factual responses that would help address the research questions and provide a comprehensive understanding of the service quality. The data indicates that most of the respondents are 20 years old, female, and single. Regarding the assessment of service quality at Yellow Cab Pizza Corp., five variables were evaluated: tangibles, reliability, responsiveness, assurance, and empathy.  Tangibles: The top-rated aspect was that service personnel consistently display professionalism and proper grooming during customer interactions. Reliability: The highest-rated statement was that employees are easily accessible and available to assist customers when needed. Responsiveness: The highest rating in this area was for employees' willingness to help solve customer problems. Assurance: The most highly rated item was that customers are treated respectfully and with courtesy. Empathy: The highest score was for employees' ability to promptly respond to customer concerns. Among these variables, assurance received the most excellent ratings. However, the majority of respondents expressed dissatisfaction with the long wait times for seating or services at Yellow Cab Pizza Corp. This study offers important insights into the service quality of Yellow Cab Pizza Corp. in San Jose Del Monte, Bulacan. The findings suggest that the company should explore the possibility of expanding its presence by opening more branches in strategic locations. Furthermore, it is crucial to invest in regular and effective training programs for staff to ensure consistently excellent service. Implementing these recommendations will help elevate the overall customer experience and foster continued growth for Yellow Cab Pizza Corp.