CUSTOMERS” SATISFACTION IN THE SELECTED CATERING SERVICES IN

BAUANG, LA UNION

AMANDRA, MARK CHRISTIAN C.

AQUINO, HACEL ANN R.
BALAGOT, ALIZAH JAN G.
DULAY, SHIELA MARIE O.
DUMO, SAMANTHA NICOLE E.
GOMEZ, RECHELYN F.
GORRA, ARIANA CHESKA JANE B.
PICAR, ANEL ROSE J.
SOLOMON, MARK ANGEL C.
TERRADO, NIKKA MAE B.

SENIOR HIGH SCHOOL DEPARTMENT

DON EULOGIO DE GUZMAN MEMORIAL NATIONAL HIGH SCHOOL
CALUMBAYA, BAUANG, LA UNION

ACCOUNTANCY, BUSINESS AND MANAGEMENT

JUNE 2023
Chapter 1

INTRODUCTION

Situation Analysis

The history of catering services could be traced back in China in the years of 4 th

millennium BC while the ancient Greeks were credited with the creation of catering

trades by offering free services in their inns which continued into the Roman Empire and

later booming in the country of America after World War II (Fabrizio, 2017).

As the country opened its economy once more to recover from the loss and more

effects brought by COVID-19, food catering barely survived the previous crisis that have

occurred in the whole world. A certain number of months were spent counting many

unfulfilled usual quotas not just to the food industry but to many other business industries

as the world ordained the halt to any sort of activities and encouraged many citizens to

stay inside of their home.

As a certain number of months went by, families were soon able to go out of their

homes but, regulations were extremely strict that only adults were allowed to step foot

out of their households. Many businesses soon started to resume to make up for the last

months but exporting in and out was extremely hard with many checkpoints and

qualifications for passing each town.

It was also the truth for a business such as catering service which operates by

making food and delivering it to their customers. Adding to it were the regulations with

businesses involving serving foods were also extremely strict back then that all the food

business must operate with.

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After that crisis, the food industry, the catering service included, are trying to

meet ends and must level up their performance to attain the satisfaction, loyalty, and trust

of their customer and thus, being able to produce income and keep the business going. To

attain loyalty and trust, the services given to the customers must be able to deliver

satisfaction to their own customers.

Walter (2020) once stated, a business should strive to please its customers in order

to create a program to increase customer satisfaction among home-based catering

businesses in the Philippines. It was revealed that customers are anticipating home-based

catering firms to deliver a more personalized service than rivals, provide a highly good

level of service, clearly fulfill food quality criteria, and be trustworthy in keeping

contractual responsibilities. It was showed that customers overall evaluations of

perceived quality were pleased after utilizing or purchasing home-based catering

services. Experiences with reliability, dependability, and quality.

Morro (2020) described a caterer as a person who provides a wide range of meals

and beverages to the customers which shall be composed of hot and cold gourmet meals

presented in the form of buffet and served with certain pairing beverages. It is a common

finding that there are also certain deals which take over venue preparations and designing

which are commonly used for a celebration of debutantes, weddings, christening, and

many more events that could also be small in terms of celebration.

Catering services are determined as one of the most needed food services not only

locally but even globally. It was a way to escape cooking whenever there is a large event

and the person involved isn’t fond of cooking. Sulong, Omar, & Amin (2017) tells that

off-premises catering is growing quickly, therefore in order for caterers to thrive in the

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long term, they must please customers. Customers who are happy with the level of

service are likely to tell others about the company and spread the word about it. Based on

the mentioned assumption. It is how a perceived quality affects consumer satisfaction and

post-purchase behavior in off-premises catering.

Ensuring quality, smooth operation, and an overall good performance is an

obvious thing to be performed by any business owners may it be from other sort of

business or even industry. Business is not simply about making profits and meeting

month’s end. It is one of the most important parts of economic growth and balance in a

certain country.

Customer satisfaction has been found to be an important mediator between

perceived service quality and customer loyalty. A clear understanding of the postulated

relationships among the studied variables can encourage the mobile service providers to

figure out an appropriate course of action to win customers trust by providing better

services to create a loyal customer base. In the creation of one individual Catering

Service, it must possess a unique service and product.

Filipino culture includes the enjoyment of eating on many occasions, satisfaction

with both the food and the services is the fuel to keep the catering business going. There

is a certain lack of detailed feedback regarding the catering industry in the locality,

making it hard to determine detailed satisfaction within certain aspects of the catering

services offered. The concept of this research encouraged the researchers of the

Accountancy and Business Management to conduct this study to help improve the local

catering business industry and fellow students that aspire to have business in the industry

or a similar business industry.

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Food is a big part of the Filipino culture and is mostly treated as sacred by many

Filipino household. Filipino loves to enjoy a good meal specially during celebrations or

even small occasions where friends or family is present. In such events, the highlight and

most looked forward in every Filipino event is the part when the food is being served.

The taste of the food prepared is what mostly plays a big part in determining the

satisfaction of the customers.

Coming up next is the way the food is presented such as in the aspect of plating

presentation. A higher likeliness of satisfaction is found in a better plating. In terms of

these aspects, there are also emotions and feelings felt when receiving a serving of food

from caterers.

A sense of home perhaps or even unfamiliarly yet out of the world-kind of feeling

when one’s sense of taste came in contact with the gourmet offered along with a side

delicacy. A perfect combo and timing when serving the foods as the customers enjoy the

events especially when common big and important celebrations’ food venue are always

held after the sun has set. The sense of wonderfulness and delight would be possible

consideration when taking on a service.

Kotler (2018) once described customer satisfaction to be function of a customer’s

perception towards the expected performance and expectation, and that having

considerations with certain variable will determine the fulfillment that was felt by the

customer when receiving the services. With that being mentioned, to know the level of

satisfaction, many variables are being considered by the customer and these are

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representing a certain percentage depending on the focus of the customer regarding their

judgement.

The cruciality of being knowledgeable about the operation done by the catering

business is big for it offers less risk when accepting a certain service which comes in a

monetary value in exchange. Grigaliūnaitė and Pilelienė (2013) stated that customer

satisfaction serves as a great factor in determining the organization’s success in the

current competitive marketplace. That in consideration, evaluating the current

performance of the local catering businesses will help give awareness to the business

owners.

Catering service is an industry that is greatly associated with cooking foods and

with-it being part of the food sector industry, certain expectations are being placed such

as the quality of the food, its taste, and many more accommodations being offered by the

catering business, for every transaction. To determine the satisfaction with the

implementation of the business, getting to know what the services offered will be the

basis of the satisfaction towards the performance of the services. Local and global

sources of information such as theories, research findings, other related literature, and

other studies that were found related to the research idea served as a guide to this study.

Service is an intangible product; it is an attainment that is very hard to measure as

it needs a concrete number of indicators. Catering services here in the locality of Bauang,

La Union has now become a known business in the global economy wherein the service

being offered needs a development for costumers to obtain satisfaction. Such catering

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businesses, either new or already well-known are in a competition within the local

catering industry for market share.

Packages and deals vary for each caterer and finding out the most satisfying

catering deals are what appeal to the customers. Bramley (2017) indicated that customer

satisfaction provides the owners of the businesses a metric that could help with

measuring the business and improving its performance.

A certain level of satisfaction would make a customer want to receive their

services if needed once more. Kotler (2018) mentioned in a topic of customer

satisfaction, describing satisfaction goals as things that customers established before

interacting to a deal or making a purchase and thus, customers seek out information such

as reviews, comparisons, and alternatives in which after services are selected is when the

evaluation starts.

The Catering Services here in the locality and to the world is a risky and

competitive business with it having various manners, such as the service being offered,

the food being served, the caterers, the price of their products and the services for their

business. All identified above can affect the satisfaction of costumers in their service

rendered. No matter how good the product is being offered if the service being served

was found unfavorable then, it will still affect the costumers as well as the business

reputation.

Zhang and Wei, (2018) attained discovery with the cooperation of a chain

catering sector, Xiamen Chain Catering in the study and discovered that improvement of

store design, expansion of current amenities, adoption of electronic menus and

accelerated meal updates, the improvement of service sincerity, and prompt feedback are

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some ideas implemented in which having a positive effect on customer satisfaction and

tangible and empathetic qualities have a favorable effect on the business and also

increasing customer loyalty in the process.

In a study done by Omar (2020), involving 210 respondents were chosen for

sampling and concluded that wedding catering services in the Klang Valley is influenced

by facilities and atmosphere, price, and services but, quality is also concluded as an

extremely important factor and surely did show a correlation between customer happiness

on-site catering services.

The influences found by previous studies were chosen and the final listing of

influences shall be categorized in the 4Ps marketing mix namely, Product, Place,

Promotion, and People. These variables will affect the perceived over-all service

impression brought by the business to the customer and thus, also determine the

satisfaction that the customer feels as they evaluate the over-all service. From there on,

the researchers are to focus on the given aspects and come up with approaches to gather

data such as the formulation of questions that need to be answered. The formulated

survey questions shall serve as the map guide as researchers implement this study.

A product of learning and awareness will help local caterers determine how their

given performance and services are being perceived by customers. Thus, selected

catering services shall be chosen for the implementation of the study, Catering Service A

and Catering Service B were chosen. The findings of the study aim to help clarify the

satisfaction that customers have with the local food catering services available.

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Framework of the Study

INPUT PROCESS OUTPUT

I. Level of 1. Formulating the

Customers’ Research Title A pamphlet about the

Satisfaction in 2. Formulating the Customers’

the Selected research Satisfaction with the

Catering questions Product, Place,

Services in terms 3. Floating of Promotion, and

of: Questionnaires People of the

a. Product 4. Gathering Data Selected Catering

b. Place 5. Analyzing Data Services in Bauang,

c. Promotion 6. Interpreting La Union.

d. People Data

Feedback

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Figure 1. The Research Paradigm of the Study

The Input-Process-Output (IPO) model is the paradigm of the study. The input

include the Level of Customers’ Satisfaction in the Selected Catering Services in terms

of: (a)product, (b)place, (c)promotion, and (d)people. The process were formulating the

research title, formulating the research questions, floating of questionnaire, gathering

data, analyzing data, and interpreting data. The output will be a pamphlet about the

customers’ satisfaction with the product, place, price, and promotion of the selected

catering services in Bauang, La Union.

Statement of the Problem

This study aimed to determine the level of customers’ satisfaction in the selected

Catering Services in Bauang, La Union in the year 2022-2023

Specifically, it sought to answer the following questions:

1. What is the level of customers’ satisfaction in the Catering Service A in terms of:

a. Product;

b. Place;

c. Promotion; and

d. People?

2. What is the level of customers’ satisfaction in the Catering Service B in terms of:

a. Product;

b. Place;

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c. Promotion; and

d. People?

3. Is there a significant difference in the level of customers’ satisfaction between

Catering Service A and Catering Service B?

4. What Information Education Communication material can be developed from the

conduct of this study?

Research Hypotheses

Ha: The level of customer's satisfaction in Catering Service A in terms of product, place,

promotion, and people is Satisfied.

Ha: The level of customer's satisfaction in Catering Service B in terms of: product, place,

promotion, and people are not satisfied.

Ho: There is no significant difference in the level of customers’ satisfaction between the

two catering services.

Definition of Terms

For a clearer and better clarification and understanding regarding the terms that

are related to the study, the following terms were defined:

Caterer. This refers to the person or a business organization that provides the catering

service to the customers.

Catering Service. This refers to the service wherein off-premise food accommodation is

being served to the customers.

Customer. This refers to an individual or a group of people who are being offered or

receiving the catering services.

Satisfaction. This refers to the feeling of fulfillment felt by customers when their

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expectations are met.

Service. This refers to the intangible offer, a performance being offered by business

owners.

Product. This refers to the tangible and intangible goods and services being offered by

the

catering services.

Place. This refers to the physical place being used for the operations done by the catering

services.

Promotion. This refers to the tactical approaches and presentations done to promote the

image of the catering services.

People. This refers to the people involve with the operations done

by the catering services.

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Chapter 2

METHODOLOGY

This chapter presents the tools and procedures done in the gathering of the needed

data to answer the statement of the problems and to test the hypothesis of the study.

Research Design

This study employed the use of descriptive-comparative research design wherein

the customers’ level of satisfaction with the catering services was measured through the

use of surveys and questionnaires.

Descriptive research design is used when a researcher aims to accurately and

systematically describe a population, situation, or phenomenon (McCombes2022). The

researchers want to described the level of customers satisfaction in the catering service A

and catering service B.

A comparative descriptive design is a phenomena-analyzing method then

connecting variables to find difference and similarities (Mokhtarianpour2016). The

researchers want to compare catering service A and catering service B in terms of

product, place, promotion and people.

Participants and/ or other Sources of Data

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This study was limited to the selected Catering Service, Catering Service A and

Catering Service B of Bauang, La Union during the academic year of [Link]

respondents of this study were the customers of catering service A and B in Bauang, La

Union where the two participating catering services shall be referred accordingly.

This study used purposive sampling wherein each of the selected catering services

and chose fifty (50) respondents from previous customers, with a total of one hundred

(100) respondents.

Catering Services Number of Customers

Catering Service A 50

Catering Service B 50
Total 100
Table 1. Distribution of Respondents

Instrumentation and Data Collection

The researcher-formulated survey questionnaire was the main gathering tool of

the study. The researchers formulated four (4) criterion each for the product, place,

promotion, and people that is totaling to 16 criterions in determining the degree of

customers’ satisfaction with the selected catering services in Bauang, La Union.

The researchers secured approval from the school authorities which was shown to

the catering service owners.

After that, the researchers explained to the business authorities the purpose of the

survey and asked for permission to conduct a survey with the previous customers of their

catering service.

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The researchers then inquired of previous customers, selecting them and asking

permission for the previous customers to answer, showing secured permission to conduct

the survey.

The purpose of the questionnaire was discussed with the respondents before

making them answer it.

The respondents were guided thoroughly in answering the survey questionnaire

given.

The researchers collected the data within three (3) months of time.

Data Analysis

To determine the level of customers’ satisfaction in the selected catering services,

median, overall median, and ranking were used.

To determine the significant difference in the level of customers’ satisfaction

between the two catering services, Mann-Whitney U Test was used.

To describe the level of customers’ satisfaction in the selected catering services in

Bauang, La Union, the descriptive rating scale below was used.

Numeric Value Range Descriptive Equivalent Rating

5 4.21 – 5.00 Extremely Satisfied (ES)
4 3.41 - 4.20 Satisfied (S)
3 2.61 – 3.40 Fairly Satisfied (FS)
2 1.81 – 2.60 Slightly Satisfied (SS)
1 1.00 – 1.80 Unsatisfied (US)
Table 2. Descriptive Rating Scale

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Chapter 3

RESULTS AND DISCUSSIONS

This chapter presents the results and discussions facilitate the statement of the

problems raised to Chapter 1.

I. The Level of Customer’s Satisfaction in Catering Service

The following tables show the degree of customer’s satisfaction in the Catering

Service A.

PRODUCT SATISFACTION MEDIAN DER RANK

A1. The taste, texture and temperature of the food 5 ES 2
and beverages.
A2. Quality of Souvenirs 5 ES 2
A3. Quality of Soundsystem and Digital 4.5 ES 4
Presentation
A4. The aesthetic of the venue 5 ES 2
OVERALL MEDIAN 4.5 ES
Table 3. Level of Customer Satisfaction in Catering Service A in terms of Product

LEGEND: ES Extremely Satisfied

Table 3 shows the level of customers satisfaction in Catering Service A in terms

of the product with a computed over-all median of 4.5 with an equivalent descriptive

rating of extremely satisfied only.

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Rank 2 were the taste, texture and temperature of the food and beverages, the

quality of souvenirs, and the aesthetic of the venue with a descriptive rating of extremely

satisfied, rank 4 was the quality of sound system and digital presentation (4.5) with a

descriptive rating of satisfied.

PLACE SATISFACTION MEDIAN DER RANK

B1. The visuals of shop reception 4 S 3
B2. The cleanliness of shop reception 5 ES 1
B3. The temperature of the venue 4 S 3
B4. The cleanliness of the venue 4 S 3
OVERALL MEDIAN 4 S
Table 4. Level of Customer Satisfaction in Catering Service A in terms of Place

LEGEND: S Satisfied ES Extremely Satisfied

Table 4 shows the level of customers satisfaction in Catering Service A in terms

of the place with a computed over-all median of (4) with an equivalent descriptive rating

of satisfied only.

Rank 1 was the cleanliness of shop reception (5) with descriptive equivalent

rating of extremely satisfied. Rank 3 were the visual of shop reception (4), the cleanliness

of the venue (4), the temperature of the venue (4) with a descriptive equivalent rating of

satisfied.

PROMOTION SATISFACTION MEDIAN DER RANK

C1. Perceived Quality from social media 4 S 3
and the actual even catered

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C2. The number of amenities 4 S 3
[Link] quality of the Catering Service’s 4 S 3
Logo presented on the event’s screen
C4. The atmosphere created by the MCs. 4.5 ES 1
OVERALL MEDIAN 4 S
Table 5. Level of Customer Satisfaction in Catering Service A in terms of Promotion

LEGEND: S Satisfied ES Extremely Satisfied

Table 5 shows the customers’ satisfaction in Catering Service A in terms of

promotion with a computed over-all median of (4) with an equivalent descriptive rating

of satisfied only.

Rank 1 was the atmosphere created by the MC's with equivalent descriptive rating

of extremely satisfied, rank 3 were perceived quality from social media and the actual

event catered, the number of amenities, and the quality of the catering service's logo

presented on the event's screen with a descriptive equivalent rating of satisfied.

PEOPLE SATISFACTION MEDIAN DER RANK

D1. The friendliness of the staff 5 ES 1

D2. The accommodation of the staff 4 S 3
D3. The accuracy of the service 4 S 3
D4. The presented appearance of the staff 4 S 3
OVERALL MEDIAN 4 S
Table 6. Level of Customer Satisfaction in Catering Service A in terms of People

LEGEND: S Satisfied ES Extremely Satisfied

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Table 6 shows the customers’ satisfaction in Catering Service A in terms of

promotion with a computed over-all median of (4) with an equivalent descriptive rating

of satisfied only.

Rank 1 was the friendliness of the staff (5) with a descriptive equivalent rating of

extremely satisfied, Rank 3 were the accommodation of the staff, the accuracy of the

service , and the presented appearance of the staff with a descriptive equivalent rating of

satisfied.

II. The Level of Customers’ Satisfaction in Catering Service B

The following tables showed the degree of customer’s satisfaction in the Catering

Service B.

PRODUCT SATISFACTION MEDIAN DER RANK

A1. The taste, texture and temperature of the food 4 S 2.5
and beverages.
A2. Quality of Souvenirs 4 S 2.5
A3. Quality of Soundsystem and Digital 4 S 2.5
Presentation
A4. The aesthetic of the venue 4 S 2.5
OVERALL MEDIAN 4 S
Table 7. Level of Customer Satisfaction in Catering Service B in terms of Product

LEGEND: S Satisfied

Table 7 shows the level of customers’ satisfaction in Catering Service B in terms

of the product with a computed over-all median of (4) with a descriptive equivalent rating

of satisfied only.

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Rank 2.5 were the taste, texture and temperature of the food and beverage ,

quality of sound system and digital presentation , quality of souvenirs, the aesthetic of the

venue with a descriptive rating of satisfied.

PLACE SATISFACTION MEDIAN DER RANK

B1. The visuals of shop reception 4 S 2.5
B2. The cleanliness of shop reception 4 S 2.5
B3. The temperature of the venue 4 S 2.5
B4. The cleanliness of the venue 4 S 2.5
OVERALL MEDIAN 4 S
Table 8. Level of Customer Satisfaction in Catering Service B in terms of Place

LEGEND: S Satisfied

Table 8 shows the level of customers’ satisfaction in Catering Service B in terms

of the place with a computed over-all median of (4) with an equivalent descriptive rating

of satisfied only.

Rank 1.5 were the visuals of shop reception, the cleanliness of shop reception ,

the temperature of the venue , and the cleanliness of the venue with a descriptive

equivalent rating of fairly satisfied.

PROMOTION SATISFACTION MEDIAN DER RANK

C1. Perceived Quality from social media and the 4 S 2.5
actual even catered

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C2. The number of amenities 4 S 2.5
[Link] quality of the Catering Service’s Logo 4 S 2.5
presented on the event’s screen
C4. The atmosphere created by the MCs. 4 S 2.5
OVERALL MEDIAN 3.5 S
Table 9. Level of Customer Satisfaction in Catering Service B in terms of Promotion

LEGEND: S Satisfied

Table 9 shows the level of customers satisfaction in Catering Service B in terms

of promotion with a computed over-all median of (3.5) with a descriptive equivalent

rating of satisfied only.

Rank 1.5 were the perceived quality from social media and the actual event

catered(4), the number of amenities(4), the quality of the catering service's logo presented

on the event's screen(4),and the atmosphere created by the MC's (4) with the descriptive

equivalent rating of satisfied.

PEOPLE SATISFACTION MEDIAN DER RANK

D1. The friendliness of the staff 4 S 2.5
D2. The accommodation of the staff 4 S 2.5
D3. The accuracy of the service 4 S 2.5
D4. The presented appearance of the staff 4 S 2.5
OVERALL MEDIAN 4 S
Table 10. Level of Customer Satisfaction in Catering Service B in terms of People

LEGEND: S Satisfied

Table 10 shows the level of customers satisfaction in Catering Service B in terms

of people with a computed over-all median of 4 with an equivalent descriptive rating of

satisfied only.

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Rank 1.5were the friendliness of the staff, the accommodation of the staff , the

accuracy of the service, and the presented appearance of the staff with a descriptive

equivalent rating of satisfied.

III. The Significant Difference in the Level of Customers’ Satisfaction between

Catering Service A and B

Table 11 shows the computed Mann-Whitney U-Test for Catering Service A and

Catering Service B to understand is there is a significant difference between the two

in terms of customer Satisfaction.

Table 11. Significant Difference in the Level of Customers’ Satisfaction Between

Catering Service A and Catering Service B
Mann-Whitney U Test Sample 1 Sample 2 REMARKS
Sum of Ranks 2,931 2,119
Mean of Ranks 59.62 42.38
Expected Sum of Ranks 2,525 2,525
Expected Mean of Ranks 50.5 50.5
U-VALUE 844 844
Expected U-VALUE 1,250 1,250
Z-Score 2.79544
p-value 0.00512 SIGNIFICANT

Sample 1 represents the results for the Catering Service A, having a sum of ranks

that totals to (2,931), a mean of ranks (59.62). The expected sum of ranks (2,525) being

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less than the actual sum of ranks. The expected sum of mean of ranks (50.5) being less

than the actual sum of mean of ranks. The computed U-value being (844) while the

expected U-value (1,250) showing to be higher.

Sample 2 represents the results for the Ayat Production Catering Service, having a

sum of ranks that totals to (2,119), a mean of ranks (42.38). The expected sum of ranks

(2,525) being less than the actual sum of ranks. The expected sum of mean of ranks

(50.5) being less than the actual sum of mean of ranks. The computed U-value being

(1,656) while the expected U-value (1,250) showing to be less.

From the table above, the data revealed in the two-tailed test that the z-value is

(2.79544), which goes beyond the acceptance zone and the p-value (0.00512) being low,

suggesting low probability wherein, both suggests to reject the null hypothesis stating

that there is a significant difference. It reveals that there is in fact a significant difference

between Catering service A and Catering Service B.

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INFORMATION, EDUCATION COMMUNICATION MATERIAL ON

CATERING SERVICES

Rationale
With the findings gathered between Catering Service A and Catering Service B,

the researchers had compiled the data collected to help in the improvement of the local

catering business industry and inspire fellow students that aspires to have a business in

the industry or have a similar business. As the country opens its economy once more to

recover from the lost and more effects brought by COVID-19, food catering barely

survived the previous crisis that have occurred in the whole world. After the pandemic,

the global popularity of catering service had risen and as it continues to rise, like any

other business, it must aim to better cater to their customer's expectation. With data

gathered from previous customers of the catering services within the locality, the contents

of the pamphlets will be the highlighted findings and drawn conclusions which have an

objective to spread awareness to the locality's catering industry, future customers, and

their stakeholders. It also aimed to make audience understand the satisfaction that

Catering Business in the municipality of Bauang, La Union could offer and the

profitability that comes with it.

Objectives

The main objective of this pamphlet it to let everyone know about the benefits,

advantages and features of Catering Businesses. It is to let the target clientele learn more

about what the Catering Business offers from their services up to their products.

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Scheme of Implementation

The scheme shall be providing information through the use of pamphlet that shall

be disseminated in channels such as library, public spaces, and likes, to the customers and

other interested individual with an aim to share awareness of the customers’ satisfaction

between catering service A and B, encourage catering service owners to understand the

satisfaction they provided, also give future customers an idea of the performance that

each catering service could provide.

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Chapter 4

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

Summary

The aim of this study was to determine the customers’ satisfaction in the selected
catering services in Bauang, La Union.

It answered the following questions pertaining to the level of customers’ satisfaction

in the Catering Service A and Catering Service B in terms of: (a)product, (b)place,
(c)promotion, and (d)people, and to determine if there is a significant difference in the
level of customers’ satisfaction between Catering Service A and Catering Service B.

This study involved 50 previous customers for each catering service. The data were
gathered using a questionnaire. It made use of descriptive-comparative research design.
The data gathered were statistically treated using median, overall median, and ranking to
determine the level of customer satisfaction. To determine the significant difference in
the level of customers’ satisfaction between the two catering services, Mann-Whitney U
Test was used.

Based on gathered data, the following were the findings:

1. For Product Satisfaction, Catering Service A got an overall median of 4.5 with a
descriptive equivalent rating of extremely satisfied. For the Place Satisfaction,
Catering Service A got an overall median of 4 with a descriptive equivalent rating
of satisfied only. For Promotion Satisfaction, Catering Service A got an overall
median of 4 with a descriptive equivalent rating of satisfied only. For the People
Satisfaction, Catering Service A got an overall median of 4 with a descriptive
equivalent rating of satisfied only. The overall level of satisfaction of Catering
Service A had an overall median of 4 a with descriptive equivalent rating of
satisfied only This means that participating catering service did not achieve the

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extremely satisfied feeling of satisfaction from their customers for the entirety of
experience they provided with their catering service.
2. For Catering Service B, the descriptive equivalent rating for all the Product
Satisfaction was satisfied only with an overall median of 4. The result showed that
the Place Satisfaction got an overall median of 4. The result showed that the
People Satisfaction got an overall median of 4 among all satisfaction indices and
the least among all the satisfaction indices is Promotion Satisfaction with an
overall median of 3.5. In Catering Service B, the overall level of satisfaction had
an overall median of 4 with a descriptive equivalent rating of satisfied only. This
means that participating catering service did not achieve the extremely satisfied
feeling of satisfaction from their customers for the entire experience they
provided with their catering service.
3. In comparing the level of customers satisfaction between participating caterers, in
spite of the same overall median for the entirety of the catering service
satisfaction (4), data revealed that Catering Service A have a higher overall
median for each satisfaction criteria which were 4.5, 4, 4, and 4 comparing to
Catering Service B that has an overall median of satisfaction that were 4, 4, 3.5,
and 4.
4. The Information Education Communication approach is chosen to be in the form
of pamphlet, providing important information gathered from the found data with
this case, the pamphlet shall contain data that highlights the founding and
conclusion made from Catering Service A and Catering Service B.

Conclusions

Based on the findings of this study, the following were the conclusions:

1. The overall level of customer satisfaction in Catering Service A was (4) Satisfied.
The biggest satisfactory contributor was Product satisfaction (4.5), which gave an
extremely satisfied feeling while Promotion satisfaction (4) contributed least,
provided a satisfied feeling. With such a gap in terms of performance, it could be
said that the catering service did great with delivering their product while their

27
performance in delivering promotion is lacking especially that it did not attain that
extremely satisfied feeling from the customers. The customers also felt only
satisfied with the Place and People. It is therefore concluded that the catering
service was able to deliver an extremely satisfied feeling with the Product but not
able to deliver the extent of extremely satisfied to the overall experience.
2. The overall level of customers satisfaction in Catering Service B was Satisfied.
The biggest satisfactory contributor was Product satisfaction with a median of 4
while Promotion satisfaction contributed least. The Catering Service was also
only able to provide a satisfied feeling with their Product and their Place. It could
be noticed that the means hold not much of a gap meaning that the performance
are all held to a certain satisfactory level and lacking in providing performance
especially as it is unable to obtain any extremely satisfied feeling from the
customers. It is therefore concluded that the catering service were only able to
deliver a satisfied feeling but not able to deliver the extremely satisfied feeling.
3. As there is a significant difference in customer satisfaction between Catering
Service A and Catering Service B, it is therefore concluded that there is a
significant difference with the satisfaction that each Catering Service was able to
deliver. Catering Service A delivered a higher level of satisfaction than Catering
Service B with the over-all experience they both provided meaning that, Catering
Service A provides a significantly greater satisfaction with Product, Place,
Promotion, and People than Catering Service B.
4. The pamphlet being the medium of Information Education Communication
material, A summarized introduction and the abstract shall be placed in the front
cover to give a preview of the study, the main contents shall be the summarized
and formulated conclusion of the data gathered from the catering Service A and
B, and the tabulated result of the Mann-Whitney U Test and the summarized
explanation of it.

Recommendations

28
1. The researchers humbly recommend Catering Service B to better the quality of
their product: the taste, texture and temperature of the food and beverages, the
quality of souvenirs, quality of sound system and digital presentation, and the
aesthetic of the venue.
2. The researchers humbly recommend that Catering Service A and B should
improve the advertisement for their products. Make the presentations more
engaging and attract more clients, get more deals, and ultimately be able to
increase its sales and income.
3. The researchers humbly recommend to better the performance of the MC for both
Catering Service A and especially for Catering Service B. Keep an event
entertaining, the MC must radiate confidence and charisma in which the MC must
always be ready, adaptable, smooth, and entertaining for the event. Enhanced
verbal communication and delivery is one great way to make guests entertained
and even a great medium to promote the establishment with a well-planned script.
4. The researchers humbly recommend maintaining and imrpove the cleanliness and
presentation of the place for both Catering Service A and B. It encourages
customers to dine at an establishment in its cleanliness and safety, which also
brings comfort.
5. The researchers humbly recommend to Catering Service A and B to have their
employees conduct a proper training to provide a greater service and the higher
ups should put a feedback box on their area so that employees can know what
they shall improve in terms of the performance and conduct that they are doing. A
great service and accommodation do not only satisfy the clients, their guests but
also, attract potential future clients.

29
BIBLIOGRAPHY

A. Published Thesis/Dissertations
30
Fabrizio (2017). A Brief History of Catering.

Walter (2020). Assessment of Customer Satisfaction on Home-Based Catering Business

in Cabadbaran City: Basis for Enhancement Program.

Morro(2020). The Definition of a Catering Service.

Sulong, Omar, & Amin (2017). Perceived Quality, Customers’ Satisfaction and

Post-Purchase Action in Off-Premise Catering.

Kotler (2018). What is customer satisfaction?

Grigaliūnaitė and Pilelienė (2013). Rural Tourist Satisfaction Index: a case of

Lithuania.

Bramley (2017). The Importance of Customer Satisfaction.

Zhang and Wei, (2018). Impact of Chain Catering Service Quality to Customer

Satisfaction and Customer Loyalty in Xiamen.

Omar (2020). Factors affecting customers' satisfaction towards on-premise wedding

catering services in Klang Valley.

Mccombs (2022). Descriptive Research Design Definition, Types, Methods, and

Examples.

(Mokhtarianpour,2016). A Short Introduction To Comparative Research.

ALPHABETIZE

B. Web Sources:

31
[Link]

REMOVE UNDERLINES

[Link]

[Link]

[Link]
%27_Satisfaction_and_Post-Purchase_Action_in_Off-Premise_Catering

[Link]
satisfaction-definition-blog/

[Link]
Grigali%C5%ABnait%C4%97-Pilelien
%C4%97/798c6cac090cf641d14faf9ae763d02003a33712

[Link]

[Link]
[Link]/[Link]/dtem/article/download/20313/19797

[Link]

[Link]

[Link]
336278925_A_Short_Introduction_to_Comparative_Research

32
APPENDICES

33
Appendix A
Letter of Request to Owners of Catering Services
La Union School’s Division Office
DON EULOGIO DE GUZMAN MEMORIAL
NATIONAL HIGH SCHOOL
ACCOUNTANCY, BUSINESS AND MANAGEMENT

4 MARCH 2023

Dear Ma’am Rebecca Flores,

Delightful Greetings!
We are the students of 12 ABM of Don Eulogio De Guzman Memorial National
High School of Calumbaya, Bauang, La Union; Kindly asking for permission to conduct
a survey for our study “Customer’s Satisfaction in The Selected Catering Service in
Bauang, La Union” to determine the level of customer’s satisfaction by evaluating a
following criterion, in partial requirement for our study subject.
In this connection, we ask permission from your good establishment to please
allow us to distribute questionnaires and conduct interviews with your guests. Rest
assured that all gathered data will only be used for academic purposes and confidentiality
shall be kept. Your approval is greatly appreciated and will be a great help as we take on
this academic endeavor.

Respectfully yours,
ABM GRADE 12 RESEARCHERS

Noted
Arnel A. Barroga
Research Adviser

34
Appendix B
Letter of Request to the Customers
La Union School’s Division Office
DON EULOGIO DE GUZMAN MEMORIAL NATIONAL HIGH SCHOOL
ACCOUNTANCY, BUSINESS AND MANAGEMENT

4 MARCH 2023

Dear Ma’am/Sir,
Delightful Greetings!
We are the students of 12 ABM of Don Eulogio De Guzman Memorial National
High School of Calumbaya, Bauang, La Union; Kindly asking for permission to conduct
a survey for our study “Customer’s Satisfaction in The Selected Catering Service in
Bauang, La Union” to determine the level of customer’s satisfaction by evaluating a
following criterion, in partial requirement for our study subject.
In this connection, we ask permission for your participation with answering a set
of survey questions. Rest assured that all gathered data will only be used for academic
purposes and confidentiality shall be kept. Your approval is greatly appreciated and will
be a great help as we take on this academic endeavor.

Respectfully yours,
ABM GRADE 12 RESEARCHERS

Noted
Arnel A. Barroga
Research Adviser

35
Appendix C

Actual Tally Sheet

Respondents Catering Product Place Promotion People Satisfaction

Service Median Median Median Median Median
1 1 4 3.5 3 3 3.00
2 1 3 4 3 4 3.50
3 1 4 4.5 3 3.5 4.00
4 1 3.5 4 2.5 3.5 4.00
5 1 3.5 4 3 2 3.00
6 1 5 4 3.5 4 4.00
7 1 4.5 4 3.5 3.5 4.00
8 1 5 4 4 3.5 4.00
9 1 5 3 4 4 4.00
10 1 5 3 4 3.5 4.00
11 1 5 4 4 3.5 4.00
12 1 5 4 3.5 3.5 4.00
13 1 3.5 3 3 3.5 3.00
14 1 4.5 3.5 3.5 3.5 4.00
15 1 4.5 4 3.5 3 3.50
16 1 4 3.5 3.5 3.5 4.00
17 1 4.5 3 3.5 4 4.00
18 1 4 3.5 3 4 4.00
19 1 4.5 4 3 3.5 4.00
20 1 4 4 3 3.5 3.50
21 1 4 4.5 4 3.5 4.00
22 1 4 4.5 3.5 4 4.00
23 1 5 5 5 5 5.00
24 1 5 5 5 5 5.00
25 1 4.5 4 4.5 4 4.00
26 1 5 5 5 5 5.00
27 1 4.5 5 5 5 5.00

36
28 1 5 5 5 5 5.00
29 1 5 5 5 5 5.00
30 1 5 5 5 5 5.00
31 1 5 5 5 5 5.00
32 1 5 5 5 5 5.00
33 1 4 4 4 4 4.00
34 1 5 5 5 5 5.00
35 1 5 4.5 4 4.5 4.50
36 1 5 5 5 5 5.00
37 1 5 4 4 5 4.50
38 1 4 4 4.5 4 4.00
39 1 4.5 4.5 4.5 5 5.00
40 1 4 5 4.5 5 5.00
41 1 5 5 4.5 5 5.00
42 1 4 3 4 4 4.00
43 1 5 5 5 5 5.00
44 1 4 3 4 4 4.00
45 1 5 5 5 5 5.00
46 1 4 3.5 4 4.5 4.00
47 1 4 4 4 5 4.00
48 1 5 4 3.5 4 4.00
49 1 5 4 3 4 4.00
50 1 4.5 4 3 4 4.00
51 2 4.5 4.5 4 4 4.00
52 2 4.5 4.5 4.5 4.5 4.50
53 2 5 4.5 4 4.5 4.00
54 2 4 4 3 3.5 4.00
55 2 4 3.5 4 4.5 4.00
56 2 4 3 3.5 4 4.00
57 2 2.5 4 3 3 3.00
58 2 3.5 4 3.5 3.5 3.50
59 2 3.5 3.5 3.5 3.5 3.50

37
60 2 3.5 3.5 3.5 3.5 3.50
61 2 3.5 3.5 3.5 3.5 3.50
62 2 3.5 3.5 3.5 3.5 3.50
63 2 3.5 3.5 3.5 3.5 3.50
64 2 4 4.5 4 5 4.00
65 2 5 4 4.5 5 5.00
66 2 5 4 4.5 5 5.00
67 2 4 4 5 5 5.00
68 2 4 4 4 3 4.00
69 2 4.5 4 4 4 4.00
70 2 3.5 4 3.5 4 4.00
71 2 4 4 3 4 4.00
72 2 4 4 3.5 4 4.00
73 2 3.5 4 3.5 4 4.00
74 2 4 4 3.5 3.5 4.00
75 2 3.5 3.5 3.5 3.5 3.50
76 2 3.5 3.5 4 3.5 4.00
77 2 4 4 5 4 4.00
78 2 4.5 4 4.5 3.5 4.00
79 2 5 4 4.5 4.5 5.00
80 2 4 4 4 3.5 4.00
81 2 4.5 4 4 4 4.00
82 2 4 4 4 4.5 4.00
83 2 5 4 4 4 4.00
84 2 4 4 4 3.5 4.00
85 2 3.5 3 2 3.5 3.00
86 2 3.5 3 4 3 3.50
87 2 4 3 3.5 3.5 4.00
88 2 4.5 3 3.5 4 3.50
89 2 3.5 3 4 3.5 4.00
90 2 3.5 3.5 4 4 4.00
91 2 3.5 4 3.5 4 4.00

38
92 2 4 4 3.5 4 4.00
93 2 3.5 4 3.5 4 4.00
94 2 3.5 4 3 3.5 3.00
95 2 2.5 4 3.5 3.5 3.50
96 2 4 4 3 4 4.00
97 2 4.5 4 3 4 4.00
98 2 4.5 4.5 3 4 4.00
99 2 3.5 4 3.5 3 3.50
100 2 4.5 4 3 4 4.00

Legend: 1 = Catering Service A

2 = Catering Service B
Respondents are 50 in each Catering Service

39
Appendix D

Survey Questionnaire

Name(optional):______________________________________

Name of the Catering Service(please check only one)

Rhyllbeccz Catering Service Ayat Production Catering Service
Please tell us your honest how the catering service satisfied you with the
following categories (Please put a checkmark/tickmark on the appropriate box/es).
Unsatisfied Slightly Fairly Satisfied Extremely
Satisfaction Satisfied Satisfied Satisfied
1 2 3 4 5
PRODUCT
A1. The taste, texture
and temperature of the
food and beverages.
A2. Quality of Souvenirs
A3. Quality of
Soundsystem and
Digital Presentation
A4. The aesthetic of the
venue
PLACE
B1. The visuals of shop
reception
B2. The cleanliness of
shop reception
B3. The temperature of
the venue
B4. The cleanliness of
the venue
PROMOTION
C1. Perceived Quality
from social media and
the actual even catered
C2. The number of
amenities

40
C3. The quality of the
Catering Service’s Logo
presented on the event’s
screen
C4. The atmosphere
created by the MCs.
People
D1. The friendliness of
the staff
D2. The accommodation
of the stuff
D3. The accuracy of the
service
D4. The presented
appearance of the staff

Appendix E

41
DOCUMENTATION

The Title Proposal Defense

The Data Gathering

42
]

The Final Defense

43
CURRICULUMN VITAE

44
Name: Anel Rose J. Picar Name: Mark Christian Amandra
Age: 18 years old Age: 18 years old
Address: Poblacion Sur, Caba, La Address: Central East, Bauang,
Union L.U. Birthday: Jan. 06, 2005
Father: Roger B. Picar Jr. Father: Christian Amandra
Mother: Vivian C. Jimenez Mother: Christina Calica
Motto: Enjoy, work hard, and to live Motto: Always Trust the process
your life to the fullest is what defines
success.

Name: Hacel Ann R. Aquino Name: Alizah Jan G. Balagot

Age: 18 years old Age: 18 years old
Address: Pilar Bauang La Union Address: Boy-utan, Bauang,L.U.
Birthday: November 8, 2004 Birthday: January 09, 2005
Father: Cesar A. Aquino jr. Father: Rogelio N. Balagot
Mother: Hilda R. Aquino Mother: Nanette G. Balagot
Motto: Books Before Boys Because Motto: Stop pleasing others, focus on
Boys Brings Baby(7B's) yourself and surprise them with success

45
Name: Samantha Nicole E Dumo
Name: Shiela Marie O. Dulay
Age: 19 years old
Age: 18 years old Address: Disso-or, Bauang, L.U.
Address: Las-Ud, Caba, La Union Birthday: April 22, 2004
Birthday: September 21, 2004 Father: Eleazar A. Retamal
Father: Jesus A. Dulay Sr. Mother: Grace D. Retamal
Mother: Virginia O. Dulay Motto: If you believe, you can
Motto: Keep going because your achieve.
life doesn't end in one failure.

Name: Rechelyn F. Gomez Name: Ariana Cheska Jane B.

Gorra
Age: 18 years old
Age: 18 y/o
Address: Calumbaya, Bauang, L.U. Address: Parian Este,
Birthday: December 18,2004 Bauang,L.U.
Father: Pedro C. Gomez Birthday: May 04, 2005
Mother: Marife F. Gomez Motto: Father: Ariel A. Barcebal
Everybody is a genius. But if you judge a fish by
Mother: Evangeline B. Gorra
Motto: Trust no one
its ability to climb a tree, it will spend it's whole
life believing that it is stupid.

46
Name: Mark Angel C. Solomon Name:Nikka Mae B. Terrado
Age: 17 years old Age: 17 years old
Address: Parian Oeste, Bauang, Address: San Carlos, Caba, La
La Union Union
Birthday: October 25, 2005 Birthday: October 26,2005
Father: Franklin C. Solomon Father: Rodel Q. Terrado
Mother: Arlyn C. Solomon Mother: Maria Isabel [Link]
Motto: Always believe in Motto: Breathe in courage,
yourself because if you don't, breathe out fear.
then who will?

47