Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

Service consistency is a critical factor in sustaining guest trust and loyalty in the café industry. This study assessed the level of service consistency at Sip N’ Go Coffee PH and its influence on guest satisfaction. Using the SERVQUAL model, the research examined guest perceptions across reliability, responsiveness, assurance, empathy, and tangibles, while identifying challenges that affect consistent service delivery. A quantitative descriptive design was employed. Data were gathered from café guests through structured survey questionnaires using a Likert scale. Respondents were selected via convenience sampling. Statistical tools such as frequency distribution, percentage, weighted mean, and ranking were applied to analyze guest perceptions of service consistency. Findings revealed that Sip N’ Go Coffee PH generally provides satisfactory service consistency. Guests positively rated staff friendliness, café cleanliness, and product presentation. Reliability in order accuracy and assurance of service were evident. However, inconsistencies were noted in product availability and service speed, particularly during peak hours. Responsiveness and empathy were rated positively, though guests observed delays and limited staff presence during busy periods. Tangible elements such as ambiance, equipment, and staff appearance contributed significantly to favorable guest perceptions. The study concluded that while service consistency is generally satisfactory, improvements are needed in inventory management, service speed, and staff availability during peak hours. Strengthening service monitoring, enhancing inventory systems, and providing continuous staff training are recommended to sustain guest satisfaction. These findings offer practical insights for café managers in maintaining consistent service standards and contribute to the broader literature on service quality in coffee shop operations.

Keywords

service quality, guest satisfaction, service consistency, coffee shop operations