Service Quality Amidst Pandemic: An Assessment Towards Excellent Customer Satisfaction in Selected Fast-Food Establishment

Abstract: This study aims to assess the customer level satisfaction in selected fast-food establishments in Walter Mart Dasmariñas, Cavite at the time of pandemic as new normal guidelines is being considered. Safety measures have been mandated to different fast-food restaurants and strictly implemented. However, there may be nonconformities during operations due to reasons that are yet to be investigated and level of customer satisfaction is yet to be assessed. This study utilized survey questionnaires that was administered to randomly selected participants. The researchers randomly chose participants online to participate in this study. The use of technology through Google form was utilized in conducting this research since people are limited to go outside because the threat of covid-19 virus still exists. This study was significant because it will benefit the selected fast-food establishments to determine the level of customer satisfaction as this will be assessed in current study. Moreover, this will give them the factual assessment of their service quality considering its tangibility, reliability, responsiveness, assurance, and empathy that will be useful when they create their respective customer service guidelines based on the result of the study that leads to the improvement of their service quality in the new normal set up. The researchers presented recommendations to the selected fast-food restaurants to further improve their service quality. Keywords: Customers Satisfaction, Customers Service, Recommendations, Safety Protocols, Service Quality. Title: Service Quality Amidst Pandemic: An Assessment Towards Excellent Customer Satisfaction in Selected Fast-Food Establishment Author: Regine Macabenta, Kheeng Zerg Diane, Jerusalem Baranda International Journal of Thesis Projects and Dissertations (IJTPD) Vol. 10, Issue 2, April 2022 - June 2022 Page No: 36-47 Research Publish Journals Website: www.researchpublish.com Published date: 22-June-2022 DOI: https://doi.org/10.5281/zenodo.6683594 Paper Download Link (Source) https://www.researchpublish.com/papers/service-quality-amidst-pandemic-an-assessment-towards-excellent-customer-satisfaction-in-selected-fast-food-establishmentInternational Journal of Thesis Projects and Dissertations (IJTPD), Research Publish Journals (Publisher), Website: www.researchpublish.co