Alingalan,Cassandra Jae M. Alvez, Kimberly Leigh A. Castillo, Jhamila Miccae I. Catacutan, Almar Joshua B. and Ruby, Jean Angelica C. 4 0
A comparative analysis of selected pizza parlor chains delivery service towards customer satisfaction / 6 6 Cassandra Jae M. Alingalan, Kimberly Leigh A. Alvez, Jhamila Miccae I. Castillo, Almar Joshua B. Catacutan, and Jean Angelica C. Ruby. - - - xiii, 110p. 28cm. - - - - - . - . - 0 . - . - 0 .
Business Research: (BSBA major in Marketing Management) - Pamantasan ng Lungsod ng Maynila 2016.
5
ABSTRACT: Pizza Hut, Shakey's, and Yellow Cab belong to the top pizza parlor chains in the Philippines. They have established different delivery service strategies that satisfy their customers. This study aims to analyse the comparison of the selected pizza parlor chains delivery service towards customer satisfaction. To attain the objectives, the study sought to answers the following sub-problems; 1. What are the demographic profiles of the respondents according to> . Age . Gender . Monthly Income 2. What factors do customers consider in the delivery service that affects their satisfaction in terms of: . Available Hotline . Easy Recall of Hotline . On time delivery . Product Quality . Reasonable Price 3. What service strategy of Pizza Hut, Shakey's and Yellow Cab satisfies their customers? 4. What is the connection of perceived value and perceived quality to customer satisfaction? 5. How does customer relationship improve customer satisfaction? Food is a big part of Filipino Culture that everyone enjoys eating at home or at restaurants. The Philippines has a wide variety and countless number of restaurants across the country - Pizza parlor chains are one of them. Pizza always has and will always be a part of Filipino family's ;ist of must-try foods. It's convenient and easy to prepare, a perfect combination for Filipino who wants their food quickly served. Filipinos are becoming more preoccupied at work that many of them buy cooked food and resort to food delivery. Because of today's fast-paced lifestyle, ready-to-cook and ready-to-eat meals have become greatly in demand. The food service industry is sought after by a growing number of people who want to have filling meals in the shortest time and at the most reasonable price. That's where delivery service of pizza parlor chains enter. This aimed to tackle the delivery service strategy of three selected pizza parlor chain and how it affects customer satisfaction. Customer satisfaction is marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. It provides business owners with a metric that they can use to manage and improve their business. In terms of Pizza Parlor Chains, It's their delivery service strategy. Respondents are asked the survey questionnaire that rates pizza parlor chains by satisfaction and also rates delivery service factors based on their importance in delivery service strategy. Results indicated even if their overall mean differs from each other, respondents rated them with the same verbal interpretation of Satisfactory. This is also the case in rating for pizza parlor chain that have the best service quality; they differ in overall mean but verbal interpretation shows that they are satisfactory in terms of service quality. Results also suggest that the respondents are more concerned with the product quality rather than one-time delivery. The analysis of data also concluded that they often experience problems with delivery service and it affects their satisfaction towards the delivery service of the pizza parlor games.
5
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A comparative analysis of selected pizza parlor chains delivery service towards customer satisfaction / 6 6 Cassandra Jae M. Alingalan, Kimberly Leigh A. Alvez, Jhamila Miccae I. Castillo, Almar Joshua B. Catacutan, and Jean Angelica C. Ruby. - - - xiii, 110p. 28cm. - - - - - . - . - 0 . - . - 0 .
Business Research: (BSBA major in Marketing Management) - Pamantasan ng Lungsod ng Maynila 2016.
5
ABSTRACT: Pizza Hut, Shakey's, and Yellow Cab belong to the top pizza parlor chains in the Philippines. They have established different delivery service strategies that satisfy their customers. This study aims to analyse the comparison of the selected pizza parlor chains delivery service towards customer satisfaction. To attain the objectives, the study sought to answers the following sub-problems; 1. What are the demographic profiles of the respondents according to> . Age . Gender . Monthly Income 2. What factors do customers consider in the delivery service that affects their satisfaction in terms of: . Available Hotline . Easy Recall of Hotline . On time delivery . Product Quality . Reasonable Price 3. What service strategy of Pizza Hut, Shakey's and Yellow Cab satisfies their customers? 4. What is the connection of perceived value and perceived quality to customer satisfaction? 5. How does customer relationship improve customer satisfaction? Food is a big part of Filipino Culture that everyone enjoys eating at home or at restaurants. The Philippines has a wide variety and countless number of restaurants across the country - Pizza parlor chains are one of them. Pizza always has and will always be a part of Filipino family's ;ist of must-try foods. It's convenient and easy to prepare, a perfect combination for Filipino who wants their food quickly served. Filipinos are becoming more preoccupied at work that many of them buy cooked food and resort to food delivery. Because of today's fast-paced lifestyle, ready-to-cook and ready-to-eat meals have become greatly in demand. The food service industry is sought after by a growing number of people who want to have filling meals in the shortest time and at the most reasonable price. That's where delivery service of pizza parlor chains enter. This aimed to tackle the delivery service strategy of three selected pizza parlor chain and how it affects customer satisfaction. Customer satisfaction is marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. It provides business owners with a metric that they can use to manage and improve their business. In terms of Pizza Parlor Chains, It's their delivery service strategy. Respondents are asked the survey questionnaire that rates pizza parlor chains by satisfaction and also rates delivery service factors based on their importance in delivery service strategy. Results indicated even if their overall mean differs from each other, respondents rated them with the same verbal interpretation of Satisfactory. This is also the case in rating for pizza parlor chain that have the best service quality; they differ in overall mean but verbal interpretation shows that they are satisfactory in terms of service quality. Results also suggest that the respondents are more concerned with the product quality rather than one-time delivery. The analysis of data also concluded that they often experience problems with delivery service and it affects their satisfaction towards the delivery service of the pizza parlor games.
5
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0 2 --
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----2
/ 2
/ 2
/
/