Analysis on a fast food chain's off-premise catering services

Abstract

"This study was conducted to determine the level of customer satisfaction regarding the off-premise catering services of a fast-food chain in Davao City. Specifically, this study endeavored to seek answer to the level of customer satisfaction regarding the off-premise catering services of McDonald’s restaurant chain according to food quality, service, staff hygiene and delivery. Moreover, it attempted to measure the customers’ satisfaction based on the duration (number of years) of operation and the location of each fast-food outlet. The researchers used descriptive method and formulated survey questionnaires as instrument to gather pertinent data from respondents. Results revealed that the level of customer satisfaction was very high in all indicators of the off-premise catering services of the fast-food outlets. Moreover, no significant difference was found between the customers’ satisfaction and the fast-food outlet with its corresponding duration of operation and its location. Overall, the level of customers’ satisfaction was very high. Based on these results, it was recommended that the fast-food chain’s employees and staff must maintain food quality and service, preserve cleanliness and hygiene, and sustain the manner of food delivery so as to promote better business-to-consumer relationship. KEYWORDS: Satisfaction, Fastfood Chain, Off - premise Catering Services"