IMPACT OF SERVICE QUALITY IN PARTY ACCOMMODATIONS OF SELECTED JOLLIBEE STORES TO CUSTOMER SATISFACTION: BASIS FOR A PROPOSED IMPROVEMENT PLAN

Abstract

This study aims to understand the integral role of service quality in enhancing party accommodations at selected Jollibee stores in Quezon City. Employing a quantitative approach with a descriptive sampling design, the research examines aspects of employee satisfaction related to variables such as food packages, party favors, and venue arrangements. In this study, the population consisted of customers from selected Jollibee stores in Quezon City. Data were collected through surveys, employing a questionnaire designed to assess various aspects of service quality and customer satisfaction.​ The study reveals that while the majority of customers express high satisfaction with Jollibee's party accommodations, a segment reports only moderate satisfaction. This suggests that certain aspects of the service may benefit from enhancements to elevate the overall customer experience. Jollibee has established a strong reputation for delivering quality services, particularly in their party accommodations. However, to maintain and enhance their competitive edge in this sector, the company should focus on continuous improvement. This involves regularly evaluating customer satisfaction, identifying areas for enhancement, and implementing targeted strategies to address any shortcomings. By doing so, Jollibee can ensure sustained customer loyalty and positive feedback for their party services