Gauging the authenticity of Filipino customer service: a comparison of local and foreign customer's satisfaction in selected restaurants in Intramuros.

Abstract: The authenticity of Filipino hospitality in customer service is being questioned Locals claim that foreign customers are treated with a more prompt and efficient service when dining in restaurants. With arising misconceptions regarding the authenticity of Filipino Customer service this research aims to gauge the authenticity of Filipino customer service by gathering data amongst both local and foreign customers in Intramuros, Manila

A quantitative research methodology was conducted to gather insights from the survey questions used in the study A total of three hundred twenty (320) respondents who dined in seven (7) restaurants in Intramuros manila, namely in Savor and Kribs, Cold Treats, Tesoro's, In Cafe, Aujens, Bap's Coffee, and Grotto were chosen to answer the survey There were one hundred thirteen (113) respondents for foreign customers and two hundred seven (207) for the local customers.

The results indicated that there are no significant differences between the customer service experience of Foreign and Local customers. This implies that Filipino customer service is indeed authentic, and the same level of service was given to both foreign and local customers. However, there was a significant difference in the satisfaction levels of the customers, implying that locals have higher standards lending to lesser ratings on satisfaction levels.