Discipline

Hospitality Management

Abstract

Consistent food quality is important to customer satisfaction and loyalty. Variation in presentation, temperature, taste, freshness, and portion size may reduce customer trust and affect the reputation of Shakey’s Retiro. This study assessed food-quality consistency and developed recommendations for improving customer satisfaction and loyalty. The study used a descriptive-correlational design and involved 35 SuperCard holders selected through purposive sampling. A Likert-scale questionnaire measured food-quality consistency and customer satisfaction. Mean scores were calculated, and the relationship between the variables was analyzed statistically. Most respondents were 24 years of age or older and were frequent diners. Customers reported high satisfaction with the consistency of chicken, pasta, mojos, and pizza in terms of taste, temperature, texture, portion size, and presentation. Assurance, cleanliness, empathy, responsiveness, and reliability also received high service-quality ratings. Noise was the principal concern, while food and service issues were minor. Food-quality consistency was not significantly correlated with overall customer satisfaction. The absence of a significant correlation suggests that overall satisfaction was also shaped by factors beyond food-quality consistency, including ambiance and the broader customer experience. Continued improvement in staff training, quality assurance, and noise control was recommended to strengthen the dining experience and customer loyalty.

Keywords

customer satisfaction, food quality consistency, improvement plan, shakey’s retiro