Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

Cafés are vital urban spaces for various activities, and in Quezon City, rising competition underscores the need for consistent, high-quality service—customers value good coffee and atmosphere alongside efficiency, friendly staff, and cleanliness. Despite this, some cafés struggle with slow service, order errors, and inconsistent staff performance, emphasizing the importance of Standard Operating Practices (SOPs). This study compares SOP implementation in selected Quezon City cafés and how it affects customer satisfaction, with the goal of helping owners enhance service quality and operational consistency. This study employed a comparative descriptive design to assess SOP implementation in selected Quezon City cafés. A total of 150 customers (50 per café) were surveyed using convenience sampling. The questionnaire had two parts: one collecting demographic data (age, gender, occupation, visit frequency) and the other measuring SOP implementation across four areas—order accuracy, staff friendliness and professionalism, speed of service, and cleanliness and atmosphere. Most survey respondents were 18–22-year-old female students who visit cafés 1–3 times monthly. The selected Quezon City cafés had high SOP implementation levels; cleanliness and staff professionalism scored highest, followed by order accuracy. Speed of service was positive overall but varied slightly during peak hours. The study confirms that consistent SOP implementation is key to maintaining customer satisfaction, with cleanliness, staff friendliness, and order accuracy being the strongest contributors to positive experiences. While speed of service is generally well-rated, minor delays during busy times indicate a need for improved workflow management and staff allocation.

Keywords

service quality, customer satisfaction, cafés, standard operating practices