LEVEL OF SATISFACTION RELATIVE TO CUSTOMER

FOCUS IN MANG INASAL – SAN ROQUE MARKET

NOVALICHES BAYAN, QUEZON CITY

A Thesis
Presented to the Faculty of
the College of Hospitality, Tourism,
Business, Accountancy, and Management
Bestlink College of the Philippines

In Partial Fulfillment
of the Requirements for the Degree
Bachelor of Science in Business Administration
Major In Marketing Management

MARY JOY F. APATTAD

JHON MARK F. GABUTERO

ELRON R. GALLARON

NAJIB S. OMAR

KATHERINE G. SAURO

November 2022
 ii

APPROVAL SHEET

This thesis entitled LEVEL OF SATISFACTION RELATIVE TO

CUSTOMER FOCUS IN MANG INASAL – SAN ROQUE NOVALICHES
BAYAN, QUEZON CITY, prepared and submitted by Mary Joy F. Apattad
, Jhon Mark F. Gabutero , Elron R. Gallaron , Najib S. Omar , and
Katherine G. Sauro, in partial fulfilment of the requirements for the degree
of Bachelor of Science in Business Administration major in Marketing
Management, has been examined and is recommended for acceptance
and approval for Oral Defense.

REYNOLD R. BANGALISAN, LPT

Adviser
__________________________________________________________
THESIS REVIEW PANEL

Approved by the Committee on Oral Examination with a grade of ____.

Member Member

Chairperson

Accepted and approved in partial fulfilment of the requirements for

the degree of Bachelor of Science in Business Administration, major in
Marketing Management.

RYAN M. IGNACIO, Ph. D

Dean, College of Hospitality Tourism, Business, Accountancy and
Management
Date of Final Defense:
 iii

ACKNOWLEDGMENT

The researchers would like to express their heartfelt thanks and

gratitude to the following persons who, in one way or another, has

contributed much, and extended willingness and support needed to make

this research possible:

Dr. Maria M. Vicente, President/CEO of Bestlink College of the

Philippines, for her generosity and kind heart in establishing this institution

and giving opportunities to those less fortunate students to continue their

studies and pursue their dreams;

Ms. Edith M. Vicente, Executive Vice President, for providing the

needed information to complete this research;

Dr. Charlie I. Cariño, Vice President for Academic Affairs, for his

support and encouragement to make this thesis writing possible;

Engr. Diosdado T. Lleno, Vice President for Administration and

Finance, for his words of encouragement and motivation;

Ms. Joy Evelyn A. Ignacio, College Associate Research Head, for

her good heart to extend her help needed by the researchers;

Dr. Ryan M. Ignacio, Dean of College of Hospitality Tourism,

Business, Accountancy and Management, for his critical appraisal and

highly valuable suggestions that have aided in the process of this research;
 iv

Mr. Jerimiah Palmiano program of head of Bachelor of Science in

Business Administration, for initiating and organizing the students;

Mr. Reynold R. Bangalisan, thesis adviser, for his patient

supervision in guiding the researchers in preparation of this manuscript;

Panelists, Mr. Eugenio P. Bayani Jr., Ms. Ana Maria M. Dacuno,

and, Dr. Dana France H. Ignacio, who extended their effort and time to be

able to constructively criticize this thesis and share their knowledge with

them to deepen and widen their needed information;

Respondents, who cooperated and spent time in answering

questionnaires, and made it possible to accomplish this research;

Families and Friends, for all the financial and moral support that

have enabled the researchers to triumph all the challenges, especially

during the lowest time that served as their inspiration to complete this

study; and,

Above all, to the Almighty God, for the strength and knowledge that

were used for the accomplishment of this research journey.

THE RESEARCHERS
 v

DEDICATION

We dedicate this Thesis to our Parents, Friends, Teachers, Mang

Inasal – San Roque Market and specially to our Lord Jesus Christ, who

taught and help us to think, understand and express. We earnestly feel that

without their inspiration, able guidance and dedication, we could be able to

pass through the tiring process of this research.

MARY JOY F. APATTAD

JHON MARK F. GABUTERO

ELRON R. GALLARON

NAJIB S. OMAR

KATHERINE G. SAURO
 vi

ABSTRACT

Title: LEVEL OF SATISFACTION RELATIVE TO CUSTOMER

FOCUS IN MANG INASAL – SAN

ROQUE NOVALICHES BAYAN, QUEZON CITY

Authors: MARY JOY F. APATTAD

JHON MARK F. GABUTERO

ELRON R. GALLARON

NAJIB S. OMAR

KATHERINE G. SAURO

Degree: Bachelor of Science in Business Administration

Major: Marketing Management

Date of Completion: November 2022

The purpose of this study is to determine the level of satisfaction

relative to customer focus in Mang Inasal – San Roque Market Novaliches

Bayan, Quezon City, that demographic profile in terms of gender, age,

monthly income, and employment status; to assess the level of satisfaction

of customers in terms of product, price, place, and promotion: the

significant relationship between the level of satisfaction when the

demographic profile is considered; problems encountered by the

respondents; and proposed recommendation to improve and maintain the

 vii

level of customer satisfaction. The study utilized a descriptive-correlational

research method in which one hundred (100) customers in Mang Inasal.

The study used a statistical tool such as frequency and percentage,

weighted mean, and chi-square. The results of the study revealed that the

level of satisfaction of customers is “sustainable” in terms of product, price,

and promotion; there’s no significant relationship when the demographic

profile is considered based on chi-squared results; the problem

encountered by the respondents for over-crowding and limited space;

there’s proposed recommendation that Mang Inasal should improve the

place as capacity and adding space. The study recommends that the Mang

Inasal maintain customer satisfaction in terms of product, price, and

promotion, and the business should focus on adding space to avoid over-

crowding.
 viii

TABLE OF CONTENTS

Page
TITLE i

APPROVAL SHEET ii

ACKNOWLEDGMENT iii

DEDICATION v

ABSTRACT vi

TABLE OF CONTENTS viii

LIST OF TABLES xi

LIST OF FIGURES xii

LIST OF APPENDICES xiii

Chapter

1 INTRODUCTION

Background of the Study 1

Related Literature 2

Related Studies 3

Relevance of the Reviewed Related Literature and Studies

to the Present Study 6

Theoretical Framework 8

Conceptual Framework 9

Statement of the Problem 10

 ix

Hypothesis 11

Scope and delimitation of the Study 11

Significance of the Study 11

Definition of Terms 12

2 METHODS

Research Design 14

Sampling Technique 14

Instrument in the Study 15

Validation of the Instrument 15

Data Gathering Procedures 15

Statistical Treatment of Data 16

3 RESULTS

Demographic Profile of the Respondents 19

Level of Satisfaction of Customers to Mang Inasal 23

Significant Relationship Between Level of satisfaction

When Demographic Profile is Considered 31
Problems Encountered by the Respondents
Recommendation may be Proposed for the Improvement
Level of Satisfaction Relative to Customer in Mang Inasal 34
4 DISCUSSION

Summary of Findings 36

Conclusion 38

Recommendation 38
 x

REFERENCES

APPENDICES

CURRICULUM VITAE
 xi

LIST OF TABLES

Table

1 Demographic Profile in terms of Gender 19

2 Demographic Profile in terms of Age 20

3 Demographic Profile in terms of Monthly

Income/Allowance 21

4 Demographic Profile in Terms of Employment Status 22

5 Summary Table on the Demographic Profile of the Respondents 23

6 Level of Satisfaction in Terms of Product 23

7 Level of Satisfaction in Terms of Price 26

8 Level of Satisfaction in Terms of Place 27

9 Level of Satisfaction in Terms of Promotion 29

10 Summary Table on the Customer Focus in Mang Inasal – San

Roque Market Novaliches Bayan, Quezon City 30

11. Significant Relationship between Product in

terms Demographic Profile 31

12. Significant Relationship between Price in terms

Demographic Profile 32
13. Significant Relationship between Place in terms Demographic
Profile 33
14. Significant Relationship between Promotion in terms Demographic
Profile 33
15. Problems Encountered by the Respondents in terms of Satisfaction
Relative to the Customer Focus 34
 xii

LIST OF FIGURES

Figure

1 The Four Ps of Marketing 9

2 Conceptual Model of the Study 9

 xiii

LIST OF APPENDICES

Appendix A Letter Permit to Conduct the Study

Appendix B Instrument

Appendix C Pictures/Documentation

Appendix D Hypothesis

Appendix E Certificate of Originality

Appendix F Certificate of Statistician

Appendix G Grammarian Curriculum Vitae

Appendix H Statistician Curriculum Vitae

Appendix I Research Adviser

Appendix J Researchers Curriculum Vitae

 1

Chapter 1

INTRODUCTION

This chapter shows introduction, statement of the problem,

hypothesis, scope and limitation of the study, significance of the study, and

definition of terms.

Background of the Study

Mang Inasal was established in December 2003 in Iloilo City by Edgar

Sia. The said fast-food chain opened its first branch within the Visayan

region and expanded, bordering Mindanao to the south before spreading

to Metro Manila. In 2005, Mang Inasal started franchising, and by 2008, the

business had opened 23 restaurants; then, in 2009, it expanded over a

hundred units. As of the spreading of Mang Inasal, customers are also

growing and need to pay attention to maintain the customer focus. With

over 500 branches worldwide, the said business provides high quality to

sustain its customers' satisfaction. To continue the growth of the business,

Mang Inasal commits to its customers to sustain the offer of delicious foods

and well services to maintain its success.

In addressing the challenges, Mang Inasal utilizes the level of

satisfaction of customers to know and improve the customers' focus. In this

utilization, the level of satisfaction, level the said fast-food chain to get

customers’ insight. The researchers focus on the theory of the four Ps of

 2

marketing by Jerome McCarthy (1960), who discussed and provided a

framework for marketing decision-making in terms of product, price, place,

and promotion.

Despite facing a fast-food chain in the Philippines due to the COVID-

19 pandemic, Mang Inasal wants to focus on the level of satisfaction

relative to customer focus. Accordingly, the researchers are curious about

what level of satisfaction to maintain the customers' satisfaction.

Related Literature

The collected related literature builds the concept of customer focus.

(authors do not bold)

Customer Focus

Pankaj M. Madhani (2017) cited that in the circumstances of

globalization, the operation of supply chains has become increasingly

complex, including shortening product life cycles and changing customer

preferences. In commerce, supply chain handling the facilities cover all

materials, including the goods, work-in-process, and products to customers

along a distribution system. To improve supply chain performance to match

supply and demand, drive down costs and improve customer satisfaction.

The customers are crucial and the backbone of any business because

without customers, there’s no sales, and without sales, there is no revenue

and profits.
 3

Gichuru, et al. (2017) stated that in today’s competitive businesses,

it’s crucial to know the target segmentation to identify and describe market

segments for the organization's marketing plans. Market segmentation or

dividing a broad or business market into specific parts important in the firm

to achieve customer satisfaction that could influence customer retention.

Segmenting the groups or customers will be used as a powerful tool

through strategy and to better serve customers' needs. As of it, the

customers would be paying attention and avoid the negative impact of the

effectiveness of the market segmentation.

Related Studies

The collected related studies are relevant to the present study in

presenting the related studies that need to adapt by enlightening the results

level of satisfaction relative to customers focus, level of satisfaction of

customers, and significant relationship between the customer focus.

Level of Satisfaction of Customer

Product

Hallencreutz, et. al. (2019) proved that competition's economic and

social benefits in rapidly growing market economies should be evaluated

from several investment and non-financial aspects. Measurements of

customer satisfaction are recognized as the non-financial presentation

specific that is the most general. The high level of customer satisfaction is
 4

argued to guide to a powerful organization image, increased customer

loyalty, protection of current market share, decreased customer

complaints, and strengthened financial presentation. Therefore,

understanding the drivers behind how customer satisfaction develops over

time is crucial. This study used longitudinal quantitative data to collect

information based on customer perception. Based on the findings

designate that there has been a paradigm shift during the last decade.

Therefore, product quality is substituted by service quality as one of the

most crucial drivers for customer satisfaction. The study’s findings propose

a need for new principles, exercises, and tools to increase internal

customer essential and strengthen satisfaction and loyalty.

Price

According to Wantara, et. al. (2019), the study examined and

explained the variable price and product quality in terms of satisfaction and

loyalty. This purpose is to know the influence of price and product on

customer satisfaction and loyalty. The study used a survey where

respondents were asked to fill out a five-point Likert scale questionnaire for

200 respondents. The sampling technique used was the purposive

sampling method. Based on the analysis results, the price significantly and

positively impacts customer satisfaction and loyalty.

 5

Place

Noersanti, et. al. (2020) stated in their study whether the standard

of service, location, and the brand image would affect satisfaction and

construct customers loyal. The research method was the path analysis

method with smartPLS application version 3.2.8. The study is made from

Sahabat Moor Cibinong, and based on the result, the quality of service

straight affects customer satisfaction but has no direct effect on customer

loyalty. Brand images have an impact on customer satisfaction and loyalty.

Therefore, location impacts customer satisfaction but does not directly

affect customer loyalty.

Promotion

Ghezelbash, et. al. (2017) proved in their study aimed to determine

the impact of price promotion on appraising the quality of customers and

repeating purchase incentives. The field study and questionnaire were

used to test the hypothesis and statistical data analysis. The population of

this research is from Amiran chain Karaj with 300 respondents using

appreciative sampling. To test the hypotheses made from structural

equation modeling and LISREL software, repeating purchase incentives

from Amiran chain stores in Karaj. The survey results show that product

and service quality significantly affect customer satisfaction, and

 6

satisfaction significantly affects constant purchase incentives in Amiran

chain stores from the said country.

The Problems Encountered by the Respondents in Terms of

Satisfaction Relative to the Customers Focus

Yeung, et. al (2021) pointed out that every restaurant has an

accelerating problem, and unpleasant sounds erode customer satisfaction.

The sounds, such as background and physical sounds, can effect

customers, and it is challenging for the restaurant to resolve these

problems. Based on the study's findings, background, physical sounds, and

managers’ proactive customer service do not influence customer

satisfaction. Based on the results, the manager should decrease

controllable unpleasant noise based on the results.

Relevance of the Reviewed Related Literature and Studies to the

Present Study

The collected related literature and studies are relevant to the

present.

Customer Focus. Pankaj M. Madhani (2017) defines customer

preferences as changing. In commerce, all materials handling business,

including goods, work-in-process, and products, are along a distribution

system. Therefore, to meet the customer focus, it should centralize the

customer and also must improve drive down cost and customer
 7

satisfaction. Gichuru, et. al (2017) said that in today’s market competition,

it’s hard to make a market segmentation or divide a broad into a specific

target market. Customer focus and preferences are crucial, but this is the

way to know the target market or market segmentation; also, every

organization must pay attention to its customers to avoid negative impact

and be effective for the market segmentation.

Level of Satisfaction of Customer. Product. Hallencreutz, et. al

(2019) explained that a high level of customer satisfaction is important in

making long-term business and to make customer benefits through

customers’ mouth-to-mouth advertising and loyalty to the business. The

study revealed that product quality is one of the crucial drivers of customer

satisfaction. The findings, the organization, needs new principles, tools,

and practices to help increase internal customer and customer satisfaction

and loyalty. Price. Wantara, et. al (2019) studied the changable price and

product quality in terms of satisfaction and customers. The purpose of this

study is the influence of price and product. From this basis, the price

significantly impacts customer satisfaction and loyalty. Place. Noersanti et.

al (2020), shows in their study that the quality of service and the brand are

related to customer satisfaction and loyalty. The location helps businesses

to get customer satisfaction and affects customer loyalty. Promotion.

Ghezelbash, et. al. (2017), emphasize the hypotheses made from

 8

structural equation modeling and LISREL software; according to this,

products and services significantly affect customer satisfaction and

maintain purchase incentives.

The Problems Encountered by the Respondents in Terms of

Satisfaction Relative to the Customers Focus

Yeung, et. al (2021) proved that unpleasant noise could affect

customers, but the sound does not affect customer satisfaction. The

customers are the backbone and important to every restaurant. Based on

the study, the organization should pursue buyers' needs and wants to give

reasonable and high-quality products and services.

Theoretical Framework

Product – Service,
Product Price physical, quality,
segment

Price – lowest price,

best prices,
4 Ps seasonal
MARKETING
MIX Place – space or
location, service
level

Promotion-
Place Promotion advertising, sales
Promotion. public
relations.
 9

Figure 1 The Four Ps of Marketing

Conceptual Framework

INPUT PROCESS OUTPUT

100 Customers of Mang

Inasal

Demographic Profile of
the respondents
according to:

gender
age,
monthly income,
and Instrument:
Occupation
Survey Questionnaire (The improvement
How is the level of level of satisfaction
satisfaction of relative to customer
customers to Mang focus)
Inasal in terms of: Administered of
Retrieval of the
Recommendation to
2.1 product, Instrument
improve the level of
2.2 price, satisfaction relative to
2.3 place, and Statistical Tools:
2.4 promotion customers focus
Frequency and
The problems Percentage
encountered by the Weighted Mean
respondents in terms of Chi – square
satisfaction relative to
the customers focus

Collected Related
Literature and Studies

Theory on the four Ps of

marketing…
(Jerome E. McCarthy,
(1960)

FEEDBACK

Figure 2. Conceptual Model of the Study

This study utilized the INPUT-PROCESS-OUTPUT in conducting

 10

the research.

The input of the study consists of one hundred (100) customers of

Mang Inasal; demographic profile in terms of gender, age, monthly income,

and occupation; a collection of related guides with the theory of McCarthy

(1960); and construction of the questionnaire.

The process of the study determines the level of satisfaction of

customers in Mang Inasal in terms of product, price, place, and promotion.

The output of the study determines the improvement level of

satisfaction relative to customer focus.

Statement of the Problem

This study determines the level of satisfaction relative to customer

focus in Mang Inasal – San Roque Market in Novaliches Bayan, Quezon

City.

1. What are the demographic profile of the respondents in terms of:

1.1 gender;

1.2 age;

1.3 monthly income/allowance; and

1.4 employment status?

2. What is the level of satisfaction of customers to Mang Inasal in terms

of:

2.1 product;
 11

2.2 price;

2.3 place; and

2.4 promotion?

3. Is there any significant relationship between level of satisfaction

when demographic profile is considered?

4. What are the problems encountered by the respondents in terms of

satisfaction relative to the customer's focus?

5. Based on the study's findings, what recommendation may be

proposed for the improvement level of satisfaction relative to

customer focus in Mang Inasal?

Hypothesis

This study hypothesized that there is no significant relationship

between the demographic profile and the level of satisfaction.

Scope and Delimitation of the Study

This study is limited to one hundred (100) respondents of the level of

satisfaction relative to customer focus in Mang Inasal – San Roque market

in Novaliches Bayan, Quezon City. This study also focuses on product,

price, place, and promotion..

Significance of the Study

The result of this study will be beneficial to the following:

 12

Students. This study may use as a reference wherein entails

information about the level of satisfaction

Teachers. They may gain additional knowledge in terms of teaching

about the level of focus

Administration. This study may use the research as a source of an

idea, overview, or insight about maintaining the level of satisfaction relative

to customer satisfaction in Mang Inasal

Future Researchers. The result of this study may be utilized by

them

as a basis for exploring further research that deals with the relationship

between satisfaction

Customers. This study gives them ideas on how to operate a

restaurant and assist and deliver customer satisfaction.

Society. The information gathered from this study will continue to

encourage local leaders around the locality and the country to strengthen

the entrepreneurial activities of restaurants as they positively contribute to

the economic growth and development of the place.

Definition of Terms

For the purpose of clarity and understanding, the following are

defined conceptually and operationally.

 13

Age refers to the number of periods of the respondents’ life

existence.

Customer Focus to gain insight into customer needs and to identify

opportunities that benefit internal and external customers.

Employment Status means the status of a worker in a company

based on work or duration of work done.

Gender refers to the sex of respondents between males and

females.

Level of Satisfaction is the perceived level of pleasure and

contentment derived from individual performance.

Mang Inasal, a barbecue fast-food restaurant chain.

Monthly Income customers’ wages or salaries in a month.

Place the point where the restaurant built that products are made

available to customers.

Price reflects what customers are willing to pay for it.

Product the item offered for sale in Mang Inasal.

Promotion to influence people to buy products or services.

 14

Chapter 2

METHODS

This chapter presents the research design, respondents of the study,

sampling technique, construction and validation of the instruments, data

gathering procedures, and statistical treatment data.

Research Design

This study utilizes a descriptive-correlational research design.

According to Shona McCombes (2019), descriptive-correlational

research design directly describes a situation, population, or phenomenon

accurately and systematically. It can answer what, where, when, and how

questions, but not why questions.

The researcher used a quantitative research method type of survey

to quantify the problem by sending out survey questionnaires to the rate of

each variable mentioned. And also to determine the level of satisfaction

relative to customer focus in Mang Inasal – San Roque in Novaliches

Bayan, Quezon City.

Sampling Technique

This study utilized a purposive sampling technique.

According to Ashley Crossman (2017), a purposive sample is a non-

profitability sample selected based on population characteristics and the

 15

study's objective. Purposing sampling differs from convenience sampling

and is also known as judgmental, selective, or subjective sampling.

Instrument of the Study

This study utilized a survey questionnaire as an instrument in the

study conducted.

Questionnaire. Part 1 of the questionnaire entails the demographic

profile of the respondents according to gender, age, and employment

status. Part 2 entails the level of satisfaction relative to customer focus in

Mang Inasal in Mang Inasal – San Roque Market in Novaliches Bayan,

Quezon City. Part 3 involves the problems encountered by the respondents

in terms of satisfaction relative to the customer focus. Part 4 entails

recommendation may be proposed for the improvement level of

satisfaction relative to customer focus in Mang Inasal.

Validation of the Instrument

The research adviser, grammarian, professional experts, and

statistician validated the instrument used in conducting the research. After

the revisions, the questionnaire is ready to use as an instrument of the

study to validate one hundred (100) respondents.

Data Gathering Procedures

To gather the needed data and information, the researchers

undertake the following steps.

 16

1. Construction of the survey questionnaire according to the

specific problems of the study3

2. Ask the research adviser to check the survey questionnaire.

3. Check the grammar composition, technicality, reliability, and

validity of the constructed questionnaire.

4. Transcribe the questionnaire to an online questionnaire using

Google Forms.

5. Request permission to conduct pilot testing for 10 respondents

and administer the questionnaire to the respondents.

6. Distribute a questionnaire to the respondents in the given

timeline to answer the instrument.

7. Collect, construct, analyze, and interpret the data based on the

respondents' responses from the instrument used to align with

the specific problems to be answered.

8. Draw findings, conclusions, and recommendations based on

the data gathered.

Statistical Treatment of Data

This study utilized the following statistical tools used:

1. Frequency and Percentage. It was used to determine the distribution

of the respondents.

F
P (%) = N X 100
 17

Where:

P (%) = Percentage

F = Frequency

N = Total Number of Respondents

2. Weighted Mean. It was used to determine the level of satisfaction

relative to customer in Mang Inasal – San Roque Market in Novaliches,

Bayan

Σ Fx

Where:

X = Weighted Mean

Σ Fx = Total of frequency and response

N = Total Number of Respondents

Rating Measure Descriptive Description

Interpretation
4 3.26-4.00 Totally Satisfied (TS) If the statement strongly agrees with the
level of satisfaction of customers
3 2.51-3.25 Satisfied (S) If the statement agrees with the level of
satisfaction of customers
2 1.76-2.50 Unsatisfied (U) If the statement does not agree with the
level of satisfaction of customers
1 1.00-1.75 Totally Unsatisfied (TU) If the statement did not perform with the
level of satisfaction of customers
This mean was interpreted to the level of satisfaction relative to

customer focus using the following Likert scale.

 18

3. Chi – square. This statistical tool used to determine the significant

relationship between the level of job satisfaction when profile is

considered

2
(𝑂𝑖 − 𝐸𝑖 )2
𝑥 =∑
𝐸𝑖

where:

𝑥 2 = chi-squared

𝑂𝑖 = observed value

𝐸𝑖 = expected value
 19

Chapter 3

RESULTS

This chapter presents the analysis and interpretation of data

gathered through survey questionnaires as an instrument used in this

study. Every data collected should be analyzed and interpreted to inform

the researchers about the findings.

1. Demographic Profile in terms of:

1.1. gender;

Table 1. Demographic Profile in terms of Gender

Demographic Profile F % Rank
*Male 50 50% 1.5
*Female 50 50% 1.5
Total 100 100

Table 1 shows the frequency and percentage distribution of the

demographic of the respondents as to gender. As interpreted, 50 or 50 %

are male, and ranked 1.5. Therefore, 50 or 50% are female, and ranked

1.5. In conclusion, the customers are both equally male and female in Mang

Inasal at San Roque Market in Novaliches Bayan, Quezon City.

Mikael Nordenmark (2017) studied the family and the workplace are

central to most adult people. However, there are reasons to believe that

there are variations in happiness according to gender and gender regime.

Results show that satisfaction with family life appears more important to

the general happiness level than job satisfaction.

 20

1.2. age;

Table 2. Demographic Profile in terms of Age

Demographic Profile f % Rank
*15 years old below 2 2 9
*16-20 21 21 2
*21-25 43 43 1
*26-30 7 7 4
*31-35 6 6 5
*36-40 11 11 3
*41-45 4 4 6.5
*46-50 4 4 6.5
*51-55 2 2 9
*56-60 2 2 9
*61 and above 0 0
Total 100 100

Table 2 shows the frequency and percentage distribution of the

demographic profile of the respondents as to age. The survey

questionnaires are equally distributed to one hundred respondents. Out of

100 answers, 15 years old below got a 2 respondent and 2%, and ranked

9. In addition, 16-20 got a 21 or 21% and ranked 2. While 21-25 got a 43

or 43% ranked 1.Ages 26-30 got a 7 or 7%, and ranked 4. Ages 31-35 got

6 or 6%, and ranked 5. Ages 36-40 got a 11 or 11% and ranked 3. 41-45

got a 4 or 4% and ranked 3. 46-50 got a 4 or 4% and ranked 6.5. 51-55 got

a 2 or 2% and ranked 9. 56-60 got a 2 or 2% and ranked 9. Lastly, there is

no answer for 61 and above years old. Moreover, most of the customers in

Mang Inasal at San Roque Market in Novaliches Bayan, Quezon City, are

21-25 years old.

Rauvola, et. al (2020) person–environment (PE) fit is a wide

constellation of constructs related to an individual's compatibility with their

 21

work environment. Two studies investigated the potential age-conditional

effects of different PE fit types (person–job, person–group, and person–

organization) on work satisfaction. Findings support the assumption that

PO fit is more important for older individuals' work satisfaction, while PJ

and PG fit manifested mixed results.

1.3. monthly income/allowance;

Table 3. Demographic Profile in terms of Monthly Income/Allowance

Demographic Profile f % Rank

*₱219,140 and above 3 3 4

*₱131,484 – 219,140 1 1 6
*₱76,669 – 131,484 2 2 5
*₱43,828 – 76,669 12 12 3
*₱9,520 – 21,194 38 38 2
*Less than ₱10,957 44 44 1

Total 100 100

Table 3 shows the frequency and percentage distribution of the

demographic of the respondents as to monthly income/allowance. The

survey questionnaires are equally distributed to one hundred respondents.

Out of 100 answers, 219,140 and above got 3 frequency or 3%, and ranked

4. At the same time, ₱131,484 – 219,140 got no 1 answer or 1%, and

ranked 6. ₱76,669 – 131,484 got 2 respondents or 2% and ranked 5. In

addition, ₱43,828 – 76,669 got 12 answers or 12%, and ranked 3.

Therefore, ₱9,950 – 21,194 got 38 responses or 38%. Lastly, less than

₱10,957 got 44 or 44% and ranked 1. In conclusion, the respondents'

average monthly income/allowance is ₱9,520 – 21,193.

 22

Karatuna, et. al (2017) study compared the job satisfaction of part-

time and full-time sales workers and tested the impact of income level and

work status on job satisfaction. Data was analysed through questionnaires

among 1,158 sales workers. Income level and satisfaction with work status

mediated the relationship between job satisfaction and income.

1.3. employment status;

Table 4. Demographic Profile in Terms of Employment Status

Demographic Profile f % Rank
*Employee 31 31 2
*Self-employed 23 23 3
*Unemployed 35 35 1
*Others 11 11 4
Total 100 100

Table 4 shows the frequency and percentage distribution of the

demographic of the respondents as to employment status. Employees got

31 or 31% and ranked 2. In contrast, self-employed people got 23 or 23%

and ranked 3. In addition, the unemployed got 35 or 35% and ranked 1.

Therefore, others got 11 or 11% and ranked 4.

In conclusion, the respondents’ average is unemployed, which got

35 or 35% and

According to Jocelyn, et. al (2022), here in the Philippines, a lot of

food service industries where dining at restaurants are considered not only

to eat and relax but to bonding with family and friends. Therefore, because

of the COVID-19 Pandemic. A huge number of Filipino people lost a job

 23

and income, so the employment status of customers are losing. In this

study, the customers’ monthly income affects behavior to buy food in the

restaurant.

Table 5. Summary Table on the Demographic Profile of the

Respondents
Variables f % Rank
*Gender Male and Female 50 1
*Age 21-25 43 3
*Monthly Less than ₱10,957 44 2
*Income/Allowance Unemployed 35 4
*Employment Status

As revealed in table 5, the summary table on the demographic

profile of the respondents. Gender got both 50 male and female or 50%,

and ranked 1. While most of the age is 21-25 years old or 43% and ranked

3. In addition, monthly income/allowance of the respondents are less than

₱10,957 or 44% and ranked 2. Lasty, customers employment status is

unemployed and got 44% and ranked 4.

2. Level of Satisfaction of Customers to Mang Inasal in terms

of:

2.1. product;

Table 6. Level of Satisfaction in Terms of Product

Indicators Mean Interpretation Rank

 24

*Leading fast-food restaurant Pinoy

branded, with its strong portfolio of Chicken 3.17 Satisfied 5
Inasal, Halo Halo, Pork BBQ, and Palabok.
*Offers an authentic combination of
traditional Filipino cuisine with the dine-in 3.19 Satisfied 3.5
concept.
*Famous for its tagline "nuot sarap" Chicken
Inasal with its pioneering unlimited rice. 3.33 Totally Satisfied 1
*Provide ideal products that exceed the
buyer's expectations. 3.24 Satisfied 2
*Offer quality and affordable products.
3.19 Satisfied 3.5
Composite Mean 3.22 Totally Satisfied
Legend:
Mean Scale Descriptive Interpretation
3.26-4.00 Totally Satisfied
2.51-3.25 Satisfied
1.76-2.50 Unsatisfied
1.00-1.75 Totally Unsatisfied

As revealed in table 6, the level of satisfaction of customers as to

product. Leading fast-food restaurant Pinoy branded, with its strong

portfolio of Chicken Inasal, Halo Halo, Pork BBQ, and Palabok got a 3.17

mean, interpreted as satisfied, and ranked 5. Offers an authentic

combination of traditional Filipino cuisine with the dine-in concept got a

3.19 mean, interpreted as totally satisfied, and ranked 3.5. Famous for its

tagline "nuot sarap" Chicken Inasal with its pioneering unlimited rice got a

3.33 mean, interpreted as totally satisfied, and ranked 1. Provide ideal

products that exceed the buyer's expectations. got a 3.24 mean,

interpreted as satisfied, and ranked 2. Lastly, offering quality and affordable

products got a 3.19 mean, interpreted as totally satisfied and ranked 3.5.
 25

In conclusion, with the data shown above, the level of customer

satisfaction of customer obtained a weighted mean of 3.22, interpreted as

totally satisfied.

Hallencreutz, et. al. (2019) proved that competition's economic and

social benefits in rapidly growing market economies should be evaluated

from various financial and non-financial aspects. Measurements of

customer satisfaction are recognized as the non-financial performance

specific that is the most widespread. The high level of customer satisfaction

is argued to lead to a stronger company image, increased customer loyalty,

protection of current market share, decreased customer protest, and

strengthened financial presentation. Therefore, understanding the drivers

at the back of how customer satisfaction develops over time is critical. This

study used longitudinal quantitative data to collect information based on

customer perception. Based on the findings indicate that there has been a

paradigm shift during the last decade. Therefore, product quality is

substituted by service quality as one of the most crucial drivers for

customer satisfaction. The study’s findings suggest a need for new

principles, practices, and tools to increase internal customer centricity and

strengthen satisfaction and loyalty.

 26

2.2. price

Table 7. Level of Satisfaction in Terms of Price

Indicators Mean Interpretation Rank

How satisfied are you with the pricing of
meals of Mang Inasal - San Roque Market 2.95 Satisfied 4.5
Branch?
The price of the meals are reasonable. 3.00 Satisfied 2.5
The price in Mang Inasal is way better than
the other fast-food chains. 3.04 Satisfied 4.5
The taste of the food is amenable to its
price. 3.09 Satisfied 1
In Mang Inasal, there are no hidden
charges on their prices. 3.05 Satisfied 2.5
Composite Mean 3.03 Satisfied

As revealed in table 7, level of satisfaction of customers as to price.

The table above shows the level of satisfaction in terms of price for every

customer in Mang Inasal. How satisfied are you with the pricing of meals

of Mang Inasal - San Roque Market Branch got a 2.95 mean, interpreted

as satisfied, and ranked 4.5. The price of the meals are reasonable, got a

3.00 mean, interpreted as satisfied, and ranked 2.5. The price in Mang

Inasal is way better than the other fast-food chains with a 3.04 mean,

interpreted as satisfied, and ranked 4.5. The taste of the food is amenable

to its price of it got a 3.09 mean, interpreted as satisfied, and ranked 1.

Lastly, In Mang Inasal, there are no hidden charges on their prices. They

got a 3.05 mean, interpreted as totally satisfied, and ranked 2.5.

In conclusion, the weighted mean of every indicator shows a 3.03

mean, interpreted as totally satisfied.

 27

According to Wantara, et. al. (2019), the study examined and

explained the variable price and product quality in terms of satisfaction and

loyalty. This purpose is to know the influence of price and product on

customer satisfaction and loyalty. The study used a survey where

respondents were asked to fill out a five-point Likert scale questionnaire for

200 respondents. The sampling technique used was the purposive

sampling method. Based on the analysis results, the price significantly and

positively impacts customer satisfaction and loyalty.

2.3. place

Table 8. Level of Satisfaction in Terms of Place

Indicators Mean Interpretation Rank

The establishment's location is easy to
find, and there's a good view. 2.20 Unsatisfied 5
Creating place , cleanliness, decoration
for the excellent ambiance of a restaurant 2.21 Unsatisfied 4
for customers.
Provide a parking lot for the employees 2.22 Unsatisfied 1.5
and customers.
There is additional space to accommodate 2.22 Unsatisfied 1.5
the customers.
Provide comfort room. 2.19 Unsatisfied 6

Composite Mean 2.21 Unsatisfied

Based on table 8, level of satisfaction of customers as to price. The

establishment's location is easy to find, and there's a good view with a 3.20

mean, interpreted as unsatisfied, and ranked 5. Creating place ,

cleanliness, decoration for the excellent ambiance of a restaurant for

customers got a 3.21 mean, interpreted as unsatisfied, and ranked 4.

 28

Providing a parking lot for the employees and customers got a 2.22 mean,

interpreted as unsatisfied, and ranked 1.5. There is additional space to

accommodate the customers who got a 2.22 mean, interpreted as

unsatisfied, and ranked 2. Lastly, Provide comfort room got a 2.19 mean,

interpreted as unsatisfied, and ranked 6.

In conclusion, with the data shown above, the level of satisfaction of

customer as to place obtained a weighted mean of 2.21, interpreted as

unsatisfied.

Noersanti, et. al. (2020) stated in their study whether the quality of

service, location, and the brand image would affect satisfaction and make

customers loyal. The research method was the path analysis method with

smartPLS application version 3.2.8. The study is made from Sahabat Moor

Cibinong, and based on the result, the quality of service directly affects

customer satisfaction but has no direct effect on customer loyalty. Brand

images have an impact on customer satisfaction and loyalty. Therefore,

location impacts customer satisfaction but does not directly affect customer

loyalty.
 29

2.4. promotion

Table 9. Level of Satisfaction in Terms of Promotion

Indicators Mean Interpretation Rank
*Use of television to broadcast and
advertise the product. 3.17 Satisfied 4
*Sponsoring some events like weddings,
birthdays, etc. 3.03 Satisfied 5
*Mang Inasal endorsement uses a
celebrity for advertising. 3.22 Satisfied 1
*Using social media accounts such as
Twitter, Facebook, or Instagram to 3.20 Satisfied 2
advertise online and upcoming promos.
*Promotional materials such as brochures 3.18 Satisfied 3
and discount cards or coupons are offered
to customers.
Composite Mean 3.16 Satisfied

As revealed in table 9, level of satisfaction as to promotion. Use of

television to broadcast and advertise the product got a 3.17 mean,

interpreted as satisfied, and ranked 4. Sponsoring some events like

weddings, birthdays, etc. got a 3.03 mean, interpreted as satisfied, and

ranked 5. Mang Inasal endorsement uses a celebrity for advertising 3.22

mean, interpreted as satisfied, and ranked 1. Using social media accounts

such as Twitter, Facebook, or Instagram to advertise online and upcoming

promos got a 3.20 mean, interpreted as satisfied, and ranked 2. Lastly,

Promotional materials such as brochures and discount cards or coupons

are offered to customers with a 3.18 mean, interpreted as satisfied, and

ranked 3.5.

In conclusion, the weighted mean of every indicator shows a 3.16

mean, interpreted as satisfied.

 30

Ghezelbash, et. al. (2017) proved in their study aimed to determine

the impact of price promotion on appraising the quality of customers and

recurrent purchase incentives. The field study and questionnaire were used

to test the hypothesis and statistical data analysis. The population of this

research is from Amiran chain Karaj with 300 respondents using

appreciative sampling. To test the hypotheses made from structural

equation modeling and LISREL software, repeating purchase incentives

from Amiran chain stores in Karaj. The survey results show that product

and service quality significantly affect customer satisfaction, and

satisfaction significantly affects constant purchase incentives in Amiran

chain stores from the said country.

Table 10. Summary Table on the Customer Focus in Mang Inasal –

San Roque Market Novaliches Bayan, Quezon City

Variables Composite Mean Interpretation Rank

*product 3.22 Satisfied 1
*price 3.03 Satisfied 4
*place 2.21 Unsatisfied 2
*promotion 3.16 Satisfied 3
Overall Mean 2.90 Satisfied

As revealed in table 10, summary table on the customer focus in

Mang Inasal – San Roque Market Novaliches Bayan, Quezon City. Product

got a 3.22 or satisfied, and ranked 1. Price got a 3.03 or satisfied, and

ranked 4. Place got a 3.21 or unsatisfied, and ranked 2. Promotion got a

3.16 or satisfied, and ranked 3.

In conclusion, the overall mean got a 2.90 or satisfied.

 31

3. Significant Relationship between the Level of Satisfaction

when Demographic Profile is Considered

Table 11. Significant Relationship between Product in terms

Demographic Profile
Demographic Profile Chi-square p-value Decision Remarks
(in relation to product) statistic (two-tailed),
p< 0.05
gender 3.6521 0.301564 Accept Ho Non-significant
age 6.5513 0.885787 Accept Ho Non-significant
monthly income 1.8903 0.999556 Accept Ho Non-significant
employment status 7.6912 0.56554 Accept Ho Non-significant

Table 11 shows the significant relationship between the level of

satisfaction in terms of product when demographic profile is considered.

The table revealed that gender (chi square statistic of 3.6521, and p-value

of 0.301564), age (chi square statistic of 6.5513, and p-value of 0.885787),

monthly income (chi square statistic of 1.8903, and p-value of 0.999556),

and employment status (chi square statistic of 7.6912, and p-value of

0.56554) is greater than the level of significance of 0.05, thus nulled

hypothesis is accepted. It concludes that there is no significant relationship

between the level of satisfaction in terms of product when demographic

profile is considered.
 32

Table 12. Significant Relationship between Price in terms Demographic

Profile
Demographic Profile Chi-square p-value Decision Remarks
(in relation to price) statistic (two-tailed),
p< 0.05
gender 4.4293 0.218684 Accept Ho Non-significant
age 5.2262 0.949992 Accept Ho Non-significant
monthly income 7.2512 0.840576 Accept Ho Non-significant
employment status 5.9231 0.747592 Accept Ho Non-significant

Table 12 shows the significant relationship between the level of

satisfaction in terms of price when demographic profile is considered. The

table revealed that gender (chi square statistic of 4.4293, and p-value of

0.218684), age (chi square statistic of 5.2262, and p-value of 0.949992),

monthly income (chi square statistic of 7.2512, and p-value of 0.840576),

and employment status (chi square statistic of 5.9231, and p-value of

0.747592) is greater than the level of significance of 0.05, thus nulled

hypothesis is accepted. It concludes that there is no significant relationship

between the level of satisfaction in terms of price when demographic profile

is considered.
 33

Table 13. Significant Relationship between Place in terms Demographic

Profile
Demographic Profile Chi-square p-value Decision Remarks
(in relation to place) statistic (two-tailed),
p< 0.05
gender 3.9168 0.270593 Accept Ho Non-significant
age 11.2443 0.50811 Accept Ho Non-significant
monthly income 7.2512 0.840576 Accept Ho Non-significant
employment status 5.9231 0.747592 Accept Ho Non-significant

Table 13 shows the significant relationship between the level of

satisfaction in terms of place when demographic profile is considered. The

table revealed that gender (chi square statistic of 3.9168, and p-value of

0.270593), age (chi square statistic of 11.2443, and p-value of 0.50811),

monthly income (chi square statistic of 7.2512, and p-value of 0.840576),

and employment status (chi square statistic of 5.9231, and p-value of

0.747592) is greater than the level of significance of 0.05, thus nulled

hypothesis is accepted. It concludes that there is no significant relationship

between the level of satisfaction in terms of place when demographic

profile is considered.

Table 14. Significant Relationship between Promotion in terms

Demographic Profile
Demographic Profile Chi-square p-value Decision Remarks
(in relation to promotion) statistic (two-tailed),
p< 0.05
gender 4.9385 0.17636 Accept Ho Non-significant
age 2.2547 0.998904 Accept Ho Non-significant
monthly income 14.7148 0.257403 Accept Ho Non-significant
employment status 9.7276 0.372988 Accept Ho Non-significant
 34

Table 14 shows the significant relationship between the level of

satisfaction in terms of promotion when demographic profile is considered.

The table revealed that gender (chi square statistic of 4.9385, and p-value

of 0.17636), age (chi square statistic of 2.2547, and p-value of 0.998904),

monthly income (chi square statistic of 14.7148, and p-value of 0.257403),

and employment status (chi square statistic of 9.7276, and p-value of

0.372988) is greater than the level of significance of 0.05, thus nulled

hypothesis is accepted. It concludes that there is no significant relationship

between the level of satisfaction in terms of promotion when demographic

profile is considered.

4. Problems Encountered by the Respondents in terms of

Satisfaction Relative to the Customer Focus

Table 15. Problems Encountered by the Respondents in terms of

Satisfaction Relative to the Customer Focus
Problems Encountered f % Rank
*Long waits for the order 61 61 2
*Over-crowding and limited space 65 65 1
*No background music 12 12 3
*Self-service for soup 9 9 4
*Others 0 0 0
*Multiple Responses

As revealed in table 15, the problems encountered by the

respondents in terms of satisfaction to the customer focus. Long waited

for the order, got a 6 or 61% mean and ranked 2. Over-crowding and

limited space, got a 65 or 65% and ranked 1. No background music, got a

 35

12 or 12%, and ranked 3. Self-service for soup, got a 9 or 9% and ranked

4. Lastly, others got no answer.

In conclusion, the respondents’ average answer “over-crowding and

limited space” got a 65% or 65% and ranked 1.

Yeung, et. al (2021) pointed out that every restaurant has an

accelerating problem, and disagreeable sounds erode customer

satisfaction. The sounds, such as background and physical sounds, can

influence customers, and it is challenging for the restaurant to resolve these

problems. Based on the study's findings, background, physical sounds, and

managers’ enterprising customer service do not influence customer

contentment. Based on the results, the manager should decrease

controllable unpleasant noise based on the results.

 36

CHAPTER 4

DISCUSSION

The purpose of this chapter is to summarize the findings that

emerged from the study; what the study suggested, revealed or indicated.

This usually refers to the totality of outcomes, rather than the conclusions

or recommendations drawn from them.

Summary of Findings

From the foregoing analysis and interpretation made, the following

findings drawn presented:

1. Demographic Profile of the Respondents in terms of;

1.1 gender. Males got 50 or 50% and ranked 1.5. Females got 50

or 50% and ranked 1.5

1.2 age. Ages 21-25 got 43 or 43% and ranked 1. Ages 16-20 got

21 or 21% and ranked 2. Ages got 11 or 11% and ranked 3.

1.3 monthly income/allowance. Less than ₱10,957 got 44 or 44% and

ranked 1. ₱9,520 – 21,193 got 38 or 38% and ranked 2. ₱43,828 – 76,669 got 12 or

12% and ranked 3.

1.4 Employment Status. Unemployed got 35 or 35% and ranked

1. Employees got 31 or 31% and ranked 2. Self-employed got 23 or 23%

and ranked 3.

Level of satisfaction of customers to Mang Inasal

 37

2.1 product. Provide ideal products that exceed the buyer's

expectations.

Offer quality and affordable products got 3.33 mean and ranked

1. Provide ideal products that exceed the buyer's expectations

got 3.24 mean and ranked 2. Offer quality and affordable

products got 3.19 mean and ranked 3.5. Offers an authentic

combination of traditional Filipino cuisine with the dine-in concept

got 3.19 mean and ranked 3.5.

2.2 price. The taste of the food is amenable to its price of 3.09 mean

and ranked 1. In Mang Inasal, there are no hidden charges on their price,

which is 3.05 mean and ranked 2. The price of the meals are reasonable

and got 3.04 and ranked 3.

2.3 place. There is additional space to accommodate the customers

who got 2.22 mean and ranked 1.5. Provide a parking lot for the employees

and customers got 2.22 mean and ranked 1.5. Creating place , cleanliness,

decoration for the excellent ambiance of a restaurant for customers got

2.20 and ranked 4.

2.4 promotion. Mang Inasal endorsement uses a celebrity for

advertising, got 3.22 men and ranked 1. Using social media accounts such

as Twitter, Facebook, or Instagram to advertise online and upcoming

promos got 3.20 and ranked 2. Promotional materials such as brochures

 38

and discount cards or coupons are offered to customers, got 3.18 mean

and ranked 3.

Conclusions

From the summary of findings, the researchers formulated the

following conclusions:

1. The demographic profile of the respondents were the most 21-25

years old, monthly income/allowance ₱10,957, and unemployed

customers.

2. Customers' satisfaction level with Mang Inasal in terms of product,

price, and promotion is satisfied, except for the place of Mang

Inasal – San Roque Market.

Recommendations

Based on the conclusions presented, this study came up with the

following recommendations:

1. Mang Inasal should improve the establishment theme or

background that customers can appreciate, such as good ambiance

background, lettering, and relaxing music. Therefore, the products

should maintain a low price that customers can afford.

2. The product, price, and promotion are so satisfying, but the place is

unsatisfied. The researchers recommend that the organization

 39

should add or rent additional space to occupy and serve the

customers.

3. Consider the parking lot for customers with services like cars,

motorcycles, tricycles, etc.

4. The restaurant should add a dumb waiter to carry the products to

give fast service.

 40

REFERENCES

Madhani, P. M. (2017). Customer-focused supply chain strategy:

Developing business value-added framework. The IUP Journal of Supply

Chain Management, 14(4), 7-22.

Gichuru, M. J., & Limiri, E. K. (2017). Market segmentation as a strategy

for customer satisfaction and retention. International Journal of Economics,

Commerce and Management. United Kingdom Vol. V, 12, 544-553.Shona

McCombes (2019),

Crossman, A. (2017). Understanding purposive sampling. Retrieved

July, 31, 2017.

Wantara, P., & Tambrin, M. (2019). The Effect of price and product quality

towards customer satisfaction and customer loyalty on madura

batik. International Tourism and Hospitality Journal, 2(1), 1-9.

Noersanti, L., & Prasetyo, T. A. (2020, April). Influence Service Quality,

Brand Image, Location to Customer Satisfaction and Customer Loyalty

(Case Study on Motorcycle Repair Shop Sahabat Motor-Cibinong

Customer). In 6th Annual International Conference on Management

Research (AICMaR 2019) (pp. 152-155). Atlantis Press.

Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of

Bangladesh. British Food Journal.

 41

Ghezelbash, S., & Khodadadi, H. (2017). Evaluating the impact of

promotion price, product quality, service quality, customer satisfaction and

repeating purchase incentives (Case Study: Amiran Chain Stores). The

Journal of Internet Banking and Commerce, 1-17.

Hallencreutz, J., & Parmler, J. (2021). Important drivers for customer

satisfaction–from product focus to image and service quality. Total quality

management & business excellence, 32(5-6), 501-510.

Palupit, A. D., Viacruses, S. C., Repomanta, M. B. A., & Herbosa, A. M. C.

(2015). QUALITY SERVICE AND CUSTOMER FOCUS COMPETENCY

OF SELECTED EMPLOYEES AS RELATED TO CLIENT’S LEVEL OF

SATISFACTION. Ani: Letran Calamba Research Report, 2(1), 1-1.

Karatuna, I., & Basol, O. (2017). Job satisfaction of part-time vs. full-time

workers in Turkey: the effect of income and work status

satisfaction. International Journal of Value Chain Management, 8(1), 58-

72.

Nordenmark, M. (2017). The importance of job and family satisfaction for

happiness among women and men in different gender

regimes. Societies, 8(1), 1.

Rauvola, R. S., Rudolph, C. W., Ebbert, L. K., & Zacher, H. (2020). Person–

environment fit and work satisfaction: Exploring the conditional effects of

age. Work, Aging and Retirement, 6(2), 101-117.

 42

Yeung, T. M., McCain, S. L. C., Lolli, J. C., & Larson, B. (2021). The

Influence of Background Sounds, Physical Sounds, and Managers’

Proactive Customer Service Regarding Situational Sounds on

Customer Satisfaction in the Restaurant Industry. Journal of Small

Business Strategy, 31(5), 64-74.

 1

APPENDIX A

LETTER PERMIT TO CONDUCT THE STUDY

 2

APPENDIX B

SURVEY QUESTIONNAIRE

SURVEY QUESTIONNAIRE ON THE RESEARCH ENTITLED “LEVEL OF SATISFACTION

RELATIVE TO CUSTOMER FOCUS IN MANG INASAL – SAN ROQUE MARKET IN
NOVALICHES BAYAN, QUEZON CITY”

Dear Respondents,
Greetings!
We, 4th year Bachelor of Science in Business Administration – Marketing Management
student from Bestlink College of the Philippines are currently conducting a Business Research
entitled “LEVEL OF SATISFACTION RELATIVE TO CUSTOMER FOCUS IN MANG INASAL –
SAN ROQUE MARKET IN NOVALICHES BAYAN, QUEZON CITY” In line with this, we hereby
humbly ask permission from yours to allow us to conduct survey regarding the mentioned study.
Attached herewith is the copy of the survey questionnaire.
Rest assure that all data gathered from you will be kept in the highest of Confidentiality.
Thank you very much for your cooperation
-The Researchers

PART 1. PROFILE OF THE RESPONDENTS

Direction: Please check (/) your chosen identity from the options in the blank provided.
(Maaari lamang lagyan ng tsek (/) ang iyong napiling sagot)

Name (optional):_____________________________________

1.1 Gender (Kasarian) 1.2 Age (Edad)

__Male (Lalaki) __Wowan (Babae) __ 15 years old below
__ 36-40
__ 16-20
__ 41-50
__ 21-25
__ 51-55
__ 26-30
__ 56-60
__ 31-35
__ 61 and above

1.2 Monthly Income or Allowance 1.4 Employment Status

(Buwanang Sahod o Allowance) (Estado ng Trabaho)
__ ₱219,140 and above __ Employee
__ ₱131,484 – 219,140) __ Self-employed
__ ₱76,669 – 131,484) __ Unemployed
 3

__ ₱43,828 – 76,669 __ Others, if any: (Iba pa, kung mayroon:)__________

__ ₱9,520 – 21,194
__ Less than ₱10,957

PART 2. THE LEVEL OF SATISFACTION OF CUSTOMERS

Rating Measure Descriptive Description

Interpretation
4 3.26-4.00 Totally Satisfied (TS) If the statement strongly agrees with the
level of satisfaction of customers
3 2.51-3.25 Satisfied (S) If the statement agrees with the level of
satisfaction of customers
2 1.76-2.50 Unsatisfied (U) If the statement does not agree with the
level of satisfaction of customers
1 1.00-1.75 Totally Unsatisfied (TU) If the statement did not perform with the
level of satisfaction of customers

Direction: Please respond to the following questions by placing a mark (/) in the answer box that
corresponds to your response. (Maaari lamang sagutan ang mga sumusunod na tanong sa
pamamagitan ng paglagay ng marka sa sagutang kahon.)

2.1 Product
Indicators 4 3 2 1
(TS (S (U (TU
) ) ) )
2.1.1 Leading fast-food restaurant Pinoy branded, with its strong
portfolio of Chicken Inasal, Halo Halo, Pork BBQ, and Palabok.
(Nangungunang restawran na may tatak Pinoy, kasama nito ang sikat
na Chicken Inasal, Halo Halo, Pork BBQ, at Palabok.)
2.1.2 Offers an authentic combination of traditional Filipino cuisine
with the dine-in concept. (Nagbibigay orihinal na sangkap sa
tradisyong pagkain ng Pilipino.)
2.1.3 Famous for its tagline "nuot sarap" Chicken Inasal with its
pioneering unlimited rice. (Sikat sa linyang "nuot sarap" ng Inasal at
sa kasama na walang limitasyon na kanin.)
2.1.4 Provide ideal products that exceed the buyer's expectations.
(Masasarap na pagkain sa abot kayang pagkain.)
2.1.5 Offer quality and affordable products (Nagbibigay ng kalidad na
pagkain sa murang halaga.)

2.2 Price
Indicators 4 3 2 1
(TS (S (U (TU
) ) ) )
2.2.1 How satisfied are you with the pricing of meals of Mang Inasal -
San Roque Market Branch? (Gaano ka nasisiyahan sa presyo ng
mga pagkain sa Mang Inasal?)
2.2.2 The price of the meals are reasonable. (Ang presyo ay tama
lang at may rason.)
 4

2.2.3 The price in Mang Inasal is way better than the other fast-food
chains. (Ang presyo ng mga bilihin sa Mang Inasal ay mas mura
kumpara sa ibang restawran.)
2.2.4 The taste of the food is amenable to its price of it. (Masasarap
na pagkain sa about kayang presyo.)
2.2.5 In Mang Inasal, there are no hidden charges on their prices. (Sa
Mang Inasal, walang dagdag presyo sa mga pagkain.)

2.3 Place
Indicators 4 3 2 1
(TS (S (U (TU
) ) ) )
2.3.1 The establishment's location is easy to find, and there's a good
view. (Ang lokasyon ng establisyemento ay madaling hanapin at
mayroon itong magandang tanawin.)
2.3.2 Creating place , cleanliness, decoration for the excellent
ambiance of a restaurant for customers. (Paggawa o pagpapaganda
ng kapaligiran ng restawran para sa mga parokyano.)
2.3.3 Provide a parking lot for the employees and customers.
(Pagbigay ng puwesto sa mga empleyado at parokyano upang sila
ay makapagparke ng kanilang sasakyan.)
2.3.4 There is additional space to accomodate the customers.
(Mayroong pangalawang palapag upang mapaglingkuran ang mga
parokyano.)
2.3.5 Provide comfort room. (Pagkakaroon ng palikuran.)

2.4 Promotion
Indicators 4 3 2 1
(TS (S (U (TU
) ) ) )
2.4.1 Use of television to broadcast and advertise the product.
(Paggamit ng telebisyon upang ipahayag at i-advertise ang mga
produkto.)
2.4.2 Sponsoring some events like weddings, birthdays, etc. (Pag-
sponsor ng ilang mga kaganapan tulad ng kasal, kaaraman, at iba
pa.)
2.4.3 Mang Inasal endorsement uses a celebrity for advertising.
(Paggamit ng artista para sa endorsement at advetising.)
2.4.4 Using social media accounts such as Twitter, Facebook, or
Instagram to advertise online and upcoming promos. (Paggamit ng
mga social media account tulad ng Twitter, Facebook, o Instagram
upang mag-advertise ng mga online at paparating na promo.)
2.4.5 Promotional materials such as brochures and discount cards or
coupons are offered to customers. (Paggamit ng mga materyal na
pang-promosyon tulad ng mga brochure at discount card o mga
kupon na inaalok sa mga parokyano.)

PART 3. WHAT ARE THE PROBLEMS ENCOUNTERED BY THE RESPONDENTS IN TERMS

OF SATISFACTION RELATIVE TO CUSTOMER FOCUS?

Direction: Please check (/) your chosen identity from the options in the box provided.
(Maaari lamang lagyan ng tsek (/) ang iyong napiling sagot)
 5

Long waits for the order Self-service for soup

Over-crowding and limited space Others, if any. Please

No background music

specify:__________

*Multiple responses

PART 4. RECOMMENDATIONS MAY BE PROPOSED FOR THE IMPROVEMENT OF THE

LEVEL OF SATISFACTION RELATIVE TO CUSTOMER FOCUS

Direction: Kindly answer the following questions based on your perceptions on guidelines that may
be proposed…

3.1 What are the suggestion to improve between the customer relationship and employee? (Ano
ang mga mungkahi upang mapabuti sa pagitan ng relasyon ng parokyano at empleyado?)
______________________________________________________________________________

3.2 What are the suggestion to improve the level of customers satisfaction? (Ano ang mga
mungkahi upang mapabuti ang antas ng kasiyahan nga mga parokyano?)
______________________________________________________________________________

3.3 What would you advice to improve the quality of service in Mang Inasal? (Ano ang maipapayo
mo para mapabuti ang kalidad ng serbisyo sa Mang Mang Inasal?)
______________________________________________________________________________

Thank You and Magandang Buhay!!!

 6

APPENDIX C

PICTURES/DOCUMENTATIONS

1. Results
7
 8

2. Pilot Testing Results

9
10
 11

3. Mang Inasal Stall

 12

The customers, as the respondents in

Mang Inasal – San Roque Market

 13

APPENDIX D

HYPOTHESIS

Variable 1 - Product

1.1. Gender

1.2. Age

1.3. Monthly Income

 14

1.4. Employment Status

Variable 2 - Price

2.1. Gender

2.2. Age

2.3. Monthly Income

 15

2.4. Employment Status

Variable 3 - Place

3.1. Gender

3.2. Age

3.3. Monthly Income

 16

3.4. Employment Status

Variable 4 - Promotion

4.1. Gender

4.2. Age
 17

4.3. Monthly Income

4.4. Employment Status

 18

APPENDIX E

CERTIFICATE OF ORIGINALITY

CERTIFICATE OF ENGLISH EDITING

This is to certify that the Undergraduate Thesis entitled LEVEL OF

SATISFACTION RELATIVE TO CUSTOMER FOCUS IN MANG INASAL

– SAN ROQUE MARKET NOVALICHES BAYAN, QUEZON CITY

Submitted by its authors

MARY JOY F. APATTAD

JHON MARK F. GABUTERO

ELRON R. GALLARON

NAJIB S. OMAR

KATHERINE G. SAURO

has been edited for language, grammar, punctuation, spelling, and

overall style. Neither the research contents nor the author’s ideas were

altered during the editing process.

JENNYLENE A. ABALOS, SMRIEdr.

Editor
Date: November 22, 2022
 19

APPENDIX F

CERTIFICATE OF STATISTICIAN

This is to certify that the Undergraduate Thesis entitled LEVEL OF

SATISFACTION RELATIVE TO CUSTOMER FOCUS IN MANG INASAL

– SAN ROQUE MARKET NOVALICHES BAYAN, QUEZON CITY.

Submitted by its authors

MARY JOY F. APATTAD

JHON MARK F. GABUTERO

ELRON R. GALLARON

NAJIB S. OMAR

KATHERINE G. SAURO

has been computed and checked for the proper statistical tools

used, tabulation, presentation, analysis, and interpretation of data.

JEREMIAH P. PALMIANO, MBA

Statistician

Date: November 22, 2022

 20

Appendix G

GRAMMARIAN CURRICULUM VITAE

 APPENDIX H

STATISTICIAN CURRICULUM VITAE

 APPENDIX I

RESEARCH ADVISER CURRICULUM VITAE

 APPENDIX J

RESEARCHERS CURRICULUM VITAE

Mary Joy F. Apattad

:#143 Lower Jasmin, Payatas, Quezon City

[email protected]

PERSONAL DATA

Date of Birth : April25, 1999

Place of Birth : Quezon City

Citizenship : Filipino

Sex : Female

Civil Status : Single

Height : 5’2

Religion : Roman Catholic

EDUCATIONAL ATTAINMENT

Tertiary:
Bestlink College of the Philippines

#1071 Brgy. Kaligayahan, Quirino Highway, Novaliches, QC.

BS in Business Administration major in Marketing Management

2018 – Present

Secondary:

Sapian,National High School

2011–2015

Elementary:

Sapian Elementary School

2006-2012
Jhon Mark F. Gabutero

D-19 BLK 5 Road 4, Minuyan Proper, City of San Jose Del Monte, Bulacan

[email protected]

PERSONAL DATA

Date of Birth : February 14, 2000

Place of Birth : Malolos, Bulacan

Citizenship : Filipino

Sex : Male

Civil Status : Single

Height : 5’4

Religion : Iglesia Ni Cristo

EDUCATIONAL ATTAINMENT

Teriary:

Bestlink College of the Philippines

#1071 Brgy. Kaligayahan, Quirino Highway, Novaliches, QC.

BS in Business Administration major in Marketing Management

2018 - Present

Secondary:

Alternative Learning System (ALS)

Barangay 179, Caloocan City

Elementary:

Alternative Learning System (ALS)

Barangay 179, Caloocan City

Elron R. Gallaron

Brgy. Camanci Mayorga, Leyte

[email protected]

PERSONAL DATA

Date of Birth : April 25,1999

Place of Birth : Quezon, City

Citizenship : Filipino

Sex : Male

Civil Status : Single

Height : 5’6

Religion : Roman Catholic

EDUCATIONAL ATTAINMENT

Teriary:

Bestlink College of the Philippines

#1071 Brgy. Kaligayahan, Quirino Highway, Novaliches QC.

BS in Business Administration major in Marketing Management

2018-Present

Secondary:

Atty. Roque A Marcos Memorial School

La Paz, Leyte

Elementary:

La Paz Central School

Najib S. Omar

105 Mujahiden St. Salam Compound Brgy. Culiat, Quezon city

[email protected]

PERSONAL DATA

Date of Birth : May 22,1999

Place of Birth : Pagayawan,Bacolod Lanao del Norte

Citizenship : Filipino

Sex : Male

Civil Status : Single

Height : 5’9

Religion : Islam

EDUCATIONAL ATTAINMENT

Tertiary:

Colegio de San Lorenzo

Congressional Avenue, Barangay Bahay Toro,QC

2018 - 2019

Bestlink College of the Philippines

#1071 Brgy. Kaligayahan, Quirino Highway Novaliches, QC.

BS in Business Administration major in Marketing Management

2019 – Present

Secondary:

College of St. Catherine Quezon City

Senior High school

Sangandaan Quirino Highway Quezon City

Accountancy and Business Management

2016-2018

Culiat High School

Junior High School

Culiat, Tandang Sora Quezon City

2012-2016

Elementary:

Sultan Guro Central Elementary School

Marantao Lanao del Sur

2006-2012
Katherine G. Sauro

001 San Nicasio St. Gulod, Novaliches, Quezon City

[email protected]

PERSONAL DATA

Date of Birth : October 31, 1998

Place of Birth : 23

Citizenship : Makati City

Sex : Female

Civil Status : Single

Height : 5’7

Religion : Catholic

EDUCATIONAL ATTAINMENT

Tertiary:

Colegio De Sta. Teresa De Avila

2015 – Undergrad
Bestlink College of the Philippines

#1071 Brgy. Kaligayahan, Quirino Highway, Novaliches, QC

BS in Business Administration major in Marketing Management

2018 - Present

Secondary:

San Bartolome High School

2010 – 2015

Elementary:

Huindol World Mission Christian Academy

2006 – 2010