Advisers

Shayne Ann Claveria

Discipline

Hospitality Management

Abstract

This study assessed service quality and product offerings at Cotti Coffee Fairview Terraces. Customers increasingly seek not only coffee but also positive service experiences and brand connections. Delays, inaccurate orders, inconsistent product quality, and limited understanding of the customer journey may reduce satisfaction. Cotti Coffee was founded in 2022 and entered the Philippines in 2024, serving primarily local residents and students. Service quality was assessed using the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy, and tangibles. The study used a causal-comparative design to examine differences in customer experience according to service quality and product offerings. Simple random sampling was used to select 80 customers. A structured questionnaire gathered demographic information and assessed the SERVQUAL dimensions, product taste, menu variety, and value for money. Among respondents, 69% visited the café once or twice per week. Young adults represented 44% of the sample, and women represented 61%. Satisfaction was high across the SERVQUAL dimensions, with tangibles receiving the highest mean (3.81), particularly for staff hygiene and appearance. Reliability, assurance, responsiveness, and empathy also received favorable ratings. Product flavor and texture were evaluated positively, whereas menu variety received a lower assessment. Cotti Coffee Fairview Terraces received favorable service assessments, particularly among young female customers, but opportunities remained to improve menu diversity, inventory management, and dining ambiance. Gender and visit frequency were reported to be associated with perceptions of menu variety. Staff training, operational improvements, and broader product offerings were recommended to support customer satisfaction and loyalty.

Keywords

service quality, product offerings