Philippine E-Journals

A STUDY OF CUSTOMER SERVICE SATISFACTION OF SNAPS SPORTS BAR IN SOFITEL PHILIPPINE PLAZA

Angelo H. Franco | Lemuel S. Talabis | John Mikko O. Sarmiento | Marlon P. Tuiza

Discipline: Hotel and Restaurant Management

 

Abstract:

This study determined how Snaps Sports Bar satisfy their customers with their food and beverage in terms of taste, presentation and aroma; with its facilities in terms of ambiance, décor, parking, location, and restrooms; and with their personal and procedural services such as respect given to the customers, friendliness and attentiveness of the staff, smooth flow of service, and appearance of the staff. To gather data, survey was used as well as observation to view the customers in their natural environment for greater ecological validity.