FACTORS AFFECTING CUSTOMER SATISFACTION AT NO.8 CHINA HOUSE RESTAURANT IN TAGUIG CITY; A BASIS FOR ENHANCEMENT

Abstract

Customer satisfaction is influenced by how well the services and food quality meet customer expectations. The researchers aim to investigate the factors affecting customer satisfaction, including language barriers, food quality, service quality, ambiance, and waiting time. This study is significant, as it seeks to assess the level of satisfaction in a fine dining restaurant setting. It is relevant to the hospitality industry, helping identify areas for improvement and providing valuable insights to enhance the customer experience. Data for the research was gathered at No. 8 China House Restaurant, Grand Hyatt Taguig City. The target participants of this study consisted of 25 employees and 25 customers, totaling 50 respondents from No. 8 China House. A descriptive research method was used, with a convenience sampling technique employed to select participants. The main instrument for data collection was a survey questionnaire. The demographic profile of the respondents based on age revealed that the majority (31 respondents) were in the 21-30 age group, followed by 11 respondents in the 31-40 age group, 7 in the 41-50 age group, and 1 respondent in the 11-20 age group. No respondents were under 10 years old or over 60. In terms of gender, there were 27 male respondents and 23 female respondents. Regarding civil status, the largest group was single, with 35 respondents, followed by 14 married respondents, and 1 widow.  For the factors affecting customer satisfaction, the composite mean scores were as follows: Language barrier (3.58), Food quality (3.41), Service quality (3.40), Ambience (3.31), and Waiting time (3.30), all of which were interpreted as "Strongly Agree." The overall mean was 3.40. When ranking the statements, "Excellent quality service can lead to a customer's satisfaction" received the highest score, with 45 respondents (90%) agreeing. The lowest-ranked statement was "Restaurant owners need employees who can get the job done for the customer," with 34 respondents (68%). The researchers conclude that the majority of respondents in this study were aged 21-30. No. 8 China House Restaurant has successfully achieved customer satisfaction. However, to further enhance employee satisfaction, it is recommended that the restaurant recognize and reward exceptional performance, promote work-life balance, and cultivate a supportive environment where employees feel valued and motivated to excel in their roles.