Service quality and customer satisfaction of local coffee shops in Camarines Sur

Abstract

The main purpose of this study is to determine the profile respondents in terms of demographic in the customer experience and satisfaction of local coffee shops in Camarines Sur, to assess the factors affecting customer satisfaction in terms of atmosphere, product quality, price, and customer loyalty; to determine the service quality of local coffee shops in terms of empathy, responsiveness, reliability, tangibility, and assurance; tested the significant difference on the assessment the factors affecting customer satisfaction and service quality of local coffee shops when grouped according to the profile variables and tested the significant relationship between factors affecting customer satisfaction and service quality. Hence, this study generated useful data and reveal patterns that can drive the local coffee shops programs and policies relative to the development. The researcher utilized a sample of 375 customers based on the population of 14, 667 customers count per month. The qualified respondents of the study are those who tried any products of a coffee shop located in Camarines Sur. The local coffee shop in Camarines Sur have a high level of customer satisfaction in terms of atmosphere, product quality, price, and customer loyalty. There was a high-level service quality in terms of empathy, responsiveness, reliability, tangibility and assurance. An action plan was also proposed for continuous improvement of the local coffee shop in the province of Camarines Sur.