Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study aimed to assess the customer satisfaction at Kenny Rogers Roasters NLEX Marilao and to determine how customer satisfaction affects. Customer satisfaction is very important in the restaurant industry because satisfied customers are more likely to recommend the restaurant to others and remain loyal. In a busy location like NLEX Marilao, where many travelers and motorists stop to eat, fast and quality service is essential. The study specifically examined four main service areas: waiting time for seating, order taking and processing, food serving time, and staff responsiveness. These areas were chosen because they directly affect how customers experience the restaurant. Indicate that operational challenges still exist and need to be addressed to enhance the overall customer experience. This research used a quantitative descriptive-comparative design. A survey questionnaire was distributed to 50 customers who dined in at Kenny Rogers Roasters NLEX Marilao. The respondents were selected using convenience sampling. The data were analyzed using frequency, percentage, weighted mean, ranking, and one-way anova to determine the customer satisfaction. Based on the findings of the study, several recommendations were proposed to improve customer satisfaction. First, the restaurant management should consider improving staffing during peak hours. Adding more staff or adjusting work schedules can help reduce waiting times, speed up service, and minimize errors. Second, continuous training programs should be implemented for staff to improve their skills in customer service, communication, and order accuracy. Lastly, the restaurant may consider adopting technological solutions such as digital ordering systems or self-service kiosks. These technologies can help reduce order processing time, minimize errors, and improve the overall service flow. They can also enhance customer convenience, especially for customers who prefer faster ordering methods. This study contributes to the hospitality industry by providing valuable insights into how customer satisfaction affects in a casual dining restaurant setting. It highlights the importance of service speed, staff responsiveness, and operational efficiency in creating positive dining experiences. The findings can serve as a guide for restaurant management who aim to improve service quality and build long-term relationships with customers.

Keywords

operational efficiency, service quality, customer satisfaction, speed of service, and staff responsiveness