Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

The study assessed customer perceptions of hygiene and product consistency at Baga Burger in response to increasing expectations for food quality, cleanliness, and standardized service in the fast-food industry. The expansion of the brand highlights the need to maintain consistent flavor, portion size, appearance, freshness, and sanitation across branches. The research aimed to evaluate these factors and develop a service and product improvement plan based on customer feedback. The research used a quantitative descriptive design. The data were collected from 90 customers from selected branches through a structured questionnaire using a 4-point Likert scale. The respondents were profiled according to age, gender, branch visited, and frequency of consumption. The data were analyzed using frequency, percentage, weighted mean, and ranking to determine customer perceptions of flavor, portion size, appearance, freshness and food quality, and cleanliness and hygiene. The findings revealed that customers generally had positive perceptions of food freshness, serving portions, presentation, and sanitation practices. The results also showed minor inconsistencies in flavor consistency, serving size per order, vegetable quality, and similarity between menu images and actual food presentation. The most common concerns identified were inconsistent portion sizes, variation in taste, and differences in food quality across dine-in, take-out, and delivery services, including issues in packaging, preparation, and hygiene practices. The results indicate that although customers expressed overall satisfaction, maintaining consistent product quality and hygiene is essential to strengthening customer trust and loyalty. The standardization of food preparation, portion control, and sanitation procedures across branches, supported by staff training and continuous customer feedback systems, can help reduce inconsistencies and improve service quality and long-term customer satisfaction.

Keywords

service quality, food quality, customer perception, hygiene and sanitation, product consistency, fast-food industry, baga burger