Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study examined the relationship between food quality and guest satisfaction at Charnest Café, a food establishment in Novaliches, Quezon City, Philippines. It assessed food quality in terms of presentation, safety, taste, responsiveness to customer needs, and service efficiency. It also considered guest satisfaction in relation to freshness, flavor, appearance, texture, and safety. The study used a quantitative research design. Primary data were collected from a randomly selected sample of 50 customers of the café. Most respondents (80%) were 18–24 years of age, while 64% were women. In addition, 58% reported visiting the café for a “special treat” rather than as part of an everyday routine. Respondents rated food presentation favorably, particularly its visual appeal and serving-size presentation. They also valued the distinct and consistent taste of the food, which was associated with repeat patronage. The findings suggest that maintaining food quality may help Charnest Café support customer retention.

Keywords

food safety, food quality, guest satisfaction, charnest café