Advisers

Mary Joyce C. Cabiles, MPA

Discipline

Hospitality Management

Abstract

This study examined service delivery at OldTown White Coffee in SM Fairview, Quezon City, and its relationship with customer satisfaction. Service delivery was assessed in terms of empathy, reliability, responsiveness, and assurance, while customer satisfaction was evaluated through staff attentiveness, service efficiency, and overall service quality. The study used a quantitative descriptive-correlational design and a structured survey questionnaire adapted from the SERVQUAL model. Fifty (50) customers were selected through simple random sampling. Data were analyzed using frequency, percentage, weighted mean, ranking, and Pearson’s r. Customers generally evaluated service delivery positively. Assurance, empathy, and responsiveness were interpreted as “Strongly Agree,” whereas reliability was interpreted as “Agree.” Overall service quality received the highest customer-satisfaction rating, followed by staff attentiveness and service efficiency. The study reported a very strong and statistically significant relationship between service delivery and customer satisfaction (r = 0.9024, p < 0.05), resulting in rejection of the null hypothesis. The study concluded that service delivery was significantly related to customer satisfaction at OldTown White Coffee in SM Fairview, Quezon City. Personalized service, consistency during peak hours, overall service efficiency, and staff training were identified as strategies for improving customer satisfaction and customer relationships.

Keywords

service delivery, customer satisfaction