Assessment On Service Quality of A Fast Food Restaurant at Mcdonalds in Cebu City

ASSESSMENT ON SERVICE QUALITY OF A FAST FOOD
RESTAURANT AT MCDONALDS IN CEBU CITY
A Thesis
Presented to the Faculty of the
College of Hospitality Management
University of Cebu-Banilad
Cebu City, Philippines
In Partial Fulfillment of the

Requirements for the
Degree of Bachelor of Science in Hospitality Management
by:
MARIA THERESA A. VILLAMOR MARIE ANN GOLEZ
ERICKA FAYE C. PINO MARY ANNETTE P. BIHAG
2023
THE PROBLEM
Statement of the Problem
This study will assess service quality of a fast food restaurant in Cebu.
The result is the basis for a proposed intervention plan.
Specifically, this answers the following questions;
1. What is the profile of the respondents in terms of;
1.1 age;
1.2 gender;
1.3 highest educational attainment; and
1.4 occupation?
2. What is the assessment of service quality of a fast food restaurant in

Cebu in terms of;
2.1 tangibles ;
2.2 assurance;
2.3 responsiveness;
2.4 empathy; and
2.5 services reliability?
3. Is there a significant relationship between the profile of the

respondents and their assessment on service quality of a restaurant in Cebu.
4. Based on the result, what intervention plan may be proposed?
Statement of the Null Hypothesis
H01: There is no significant relationship between the profile of the

respondents and their assessment on service quality of a fast food restaurant
in Cebu .
Survey Questionnaire
Part I . Profile of the Respondents
Kindly provide information and/or put a check mark (√) on the items that
correspond to your answer.
1. Age: _________________
2. Gender
____ Male ____ Female
3. Highest Educational Attainment
____ Senior High School Graduate ____ Master's Degree
____ College Level ____ Doctor's Degree
____ College Graduate
4. Occupation: ________________
Part II: Assessment on Service Quality of a Fast food Restaurant in
Cebu
Instruction: The following series of questions are related to the assessment

on service quality of a fast food restaurant in Cebu . Using the scale, kindly
put a check mark on the column that corresponds to your answer.
Scale Description Verbal Interpretation
4 Strongly Agree This means that the provision is the respondents assessments’
(SA) on service quality of a fast food restaurant in Cebu in all cases
(76 - 100%) .
3 Moderately Agree This means that the provision agrees with the assessment on
(MA) service quality of a fast food restaurant in Cebu to an average
extent (51-75%).
2 Less Disagree This means that the provision disagrees with the assessment on
(LD) service quality of a fast food restaurant in Cebu to a lesser
extent (26-50%).
1 Disagree This means that the provision strongly disagrees with the
(SD) assessment on service quality of a fast food restaurant in Cebu
at all (0-25%).
Assessment on service quality of a fast food restaurant in Cebu in terms
of tangibles
Indicators Strongly Agree Disagree Strongly

Agree ( (3) (2) Disagree
4) (1)
1. The restaurant has up to

date equipment.
2. The restaurant has a visual
facilities.
3. The staffs are well-dressed
and neat.
4. The appearances of the
physical facilities are consistent
with the type of service industry.

of reliability

Agree (3) (2) Disagree
(4) (1)
1. The staff provide

assured services.
2. The staff is sympathetic
and reassuring when
the customer has
problem.
3. They provide their
services at times
promised.
4. The appropriate service
performed from the
first visit.
of responsiveness

(4) (1)
1. The staff informed
when services will
be performed.
2. The staff provides
prompt service.
information
obtainable by the
customers.
4. The staff gives
prompt attention.

of assurance
(4) (1)
1. The staff has
knowledgeable to
answer the customers
complain.
2. The behaviors of the
staff instill confidence to
the customers.
3. Customers feel safe in
their transactions.
courtesy of their
services.
of empathy

Agree (3) (2) Disagree (1)
(4)
individual attention to
the customer.
2. The staff offered
individual or personal
attention to customers.
3. The restaurant operating
hours are convenient to
customers.
4. The staff understands
specific needs of their
customer.

Assessment On Service Quality of A Fast Food Restaurant at Mcdonalds in Cebu City

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ASSESSMENT ON SERVICE QUALITY OF A FAST FOOD

RESTAURANT AT MCDONALDS IN CEBU CITY

In Partial Fulfillment of the

MARIA THERESA A. VILLAMOR MARIE ANN GOLEZ

ERICKA FAYE C. PINO MARY ANNETTE P. BIHAG

Statement of the Problem

Specifically, this answers the following questions;

1. What is the profile of the respondents in terms of;

1.3 highest educational attainment; and

2. What is the assessment of service quality of a fast food restaurant in

2.4 empathy; and

2.5 services reliability?

3. Is there a significant relationship between the profile of the

Statement of the Null Hypothesis

H01: There is no significant relationship between the profile of the

Part I . Profile of the Respondents

____ Male ____ Female

3. Highest Educational Attainment

____ Senior High School Graduate ____ Master's Degree

____ College Level ____ Doctor's Degree

____ College Graduate

Instruction: The following series of questions are related to the assessment

Scale Description Verbal Interpretation

Indicators Strongly Agree Disagree Strongly

1. The restaurant has up to

Assessment on service quality of a fast food restaurant in Cebu in terms

Indicators Strongly Agree Disagree Strongly

1. The staff provide

Indicators Strongly Agree Disagree Strongly

Assessment on service quality of a fast food restaurant in Cebu in terms

Indicators Strongly Agree Disagree Strongly

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