EFFECTIVENESS OF EMPLOYEE TRAINING PROGRAMS ON CUSTOMER SATISFACTION IN SAMBO KOJIN, SM FAIRVIEW, QUEZON CITY
Keywords:
employee training, customer satisfaction, service quality, employee development, communication skills, customer experience, operational efficiency, feedback analysis, employee engagement, service consistency.Abstract
This study aims to assess how employee training programs influence customer satisfaction at Sambo Kojin, SM Fairview, Quezon City. By examining the correlation between staff training initiatives and customer experiences, the research seeks to provide actionable insights for enhancing training programs to improve customer satisfaction. Introduction: Sambo Kojin is a renowned Japanese-Korean buffet restaurant with multiple branches, including those in Mandaluyong and Quezon City. While the Mandaluyong branch has received positive reviews, with patrons rating it 4.0 out of 5 on Tripadvisor, the Fairview branch has faced criticism. Customers have reported issues such as a broken yogurt machine, unfriendly staff, and incomplete menu selections at the Fairview location. This study investigates the influence of employee training programs on customer satisfaction at Sambo Kojin, SM Fairview, Quezon City. By analyzing the relationship between staff training initiatives and customer experiences, the research aims to provide actionable insights for enhancing training programs to improve customer satisfaction. Introduction: Sambo Kojin is a renowned Japanese-Korean buffet restaurant with multiple branches, including those in Mandaluyong and Quezon City. While the Mandaluyong branch has received positive reviews, the Fairview branch has faced criticism. Customers have reported issues such as a broken yogurt machine, unfriendly staff, and incomplete menu selections at the Fairview location. These concerns highlight the necessity for effective employee training programs to enhance customer satisfaction at the Fairview branch. This chapter presents the findings from the customer satisfaction surveys conducted at Sambo Kojin, SM Fairview, Quezon City, aiming to evaluate various aspects of the restaurant's services and identify areas for improvement. Demographic Profile of Respondents The survey respondents predominantly fell within the 26 to 30 age bracket, with a slight male majority. This demographic insight provides context for understanding the preferences and expectations of the customer base. Areas of High Satisfaction Respondents expressed notable satisfaction in several key areas: Receptiveness: Customers appreciated the staff's attentiveness and responsiveness to their needs. Knowledge: The staff's understanding of the menu and their ability to provide informed recommendations were highly valued. Communication: Clear and effective communication between staff and customers contributed to a positive dining experience. Service Consistency: The reliability of service quality during visits was acknowledged, with customers experiencing consistent standards. This study underscores the pivotal role of employee training in enhancing customer satisfaction at Sambo Kojin, SM Fairview, Quezon City. The findings highlight that effective training programs contribute significantly to improved comprehension, communication, responsiveness, and consistent service delivery, all of which are crucial in shaping positive customer perceptions. Employee Satisfaction Correlation: A positive work environment, fostered by comprehensive training, not only elevates employee morale but also translates into superior customer service. Continuous Development: Ongoing employee development is essential, establishing a strong link between targeted training initiatives and heightened customer satisfaction levels.
