Advisers

Riva R. Manalo

Discipline

Business administration

Abstract

This study evaluated how food quality influences customer satisfaction at Alre's Samgyupsal in Quezon City. Despite the popularity of unlimited Korean barbecue, the restaurant struggles with inconsistent meat quality, marination, cooking, and portioning, negatively impacting taste and perceived value. Issues with freshness and limited menu options also deter customers. The research investigates how dimensions like taste, freshness, presentation, and consistency shape the dining experience, satisfaction, and loyalty. Findings offer Alre's Samgyupsal actionable insights to refine its offerings, boost customer retention, and enhance its competitive edge. This study used a descriptive-correlation research design to assess food quality and customer satisfaction at Alre's Samgyupsal in Quezon City. Fifty customers, selected through purposive sampling, completed a survey covering food quality (taste, freshness, portion sizes, food storage), customer satisfaction (food presentation, cooking style, price), and encountered problems. Statistical analysis included weighted mean, ranking, and Pearson’s r to provide insights into customer perceptions. The results from 50 customers, indicating strong satisfaction with food quality. Taste and freshness, portion sizes, and food storage all received "Strongly Agree" composite weighted mean (3.64, 3.50, and 3.63 respectively). Customer satisfaction with food presentation, cooking style, and price also registered "Very Satisfied" (3.52, 3.63, and 3.49). However, "inconsistent portion sizes" was the most frequent problem reported (34 mentions), followed by "lack of availability in some dishes" (18) and "inconsistent quality of meat" (17). A significant, high positive correlation (r = 0.79, p<0.0001) was found between food quality and customer satisfaction, affirming that superior food quality drives higher customer contentment and loyalty. Alre's Samgyupsal generally achieved high satisfaction in taste, freshness, portion sizes, food storage, presentation, cooking style, and price (all "Strongly Agree" or "Very Satisfied"), specific areas requiring improvement. Customers desire more consistent food temperature and taste adherence to expectations, better consistency in portion sizes, enhanced food safety protocols, and a stronger visual-taste alignment in presentation. "Inconsistent portion sizes" was the most frequent problem. The study concludes that food quality significantly impacts customer satisfaction.

Keywords

customer satisfaction, food quality, price, samgyupsal, taste, freshness, portion sizes, food storage, presentation, cooking style