CUSTOMER SATISFACTION THROUGH ONLINE REVIEWS AT EMRIZ BULALOHAN AND TAPSIHAN: BASIS FOR PROPOSED IMPROVEMENT PLAN

Abstract

This study examines strategies to enhance customer satisfaction at Emriz Bulalohan and Tapsihan along Shaw Boulevard using insights from online reviews. Online feedback plays a crucial role in shaping customer perceptions and influencing purchasing decisions. The study focuses on assessing customer satisfaction levels and identifying key areas for improvement based on customer reviews. A descriptive quantitative research design was utilized, employing purposive sampling to select twenty online customers and twenty dine-in customers. Data were gathered through semi-structured interviews and survey questionnaires to assess customer experiences and identify recurring issues. Findings indicate notable differences in customer satisfaction between dine-in and online customers, with satisfaction ratings of 3.25 and 2.45, respectively. A significant statistical difference was observed (p-value = .0001), highlighting discrepancies in service quality. Common concerns include food temperature, waiting time, customer service, and perceived value. To address these, a proposed improvement plan suggests diversifying food options, enhancing cleanliness, optimizing service speed, and providing employee training. Additional strategies include noise reduction, promotional offers, and improved payment processes to better meet customer expectations. The study emphasizes the importance of leveraging online reviews to measure customer satisfaction and guide service improvements. Implementing the proposed recommendations can enhance customer experience, strengthen brand loyalty, and improve overall business performance. This research underscores the potential of online reviews as a strategic tool for business development in the digital age.