Documente Academic
Documente Profesional
Documente Cultură
Reylei T. Rodriguez
Jan Alfred N. Sy
Paulo S. Lumpayao
March 2019
CHAPTER 1
INTRODUCTION
attributes that affect return intent to theme restaurants. These termine which areas of
scores, coupled with attribute importance rankings and customer return intentions.
Will help theme restaurant managers from improvement strategies that are focused
1998). The decline of the theme restaurants industry, which has occurred primarily in
meal, but also an entertaining experience. After a rapid rise in popularity in the early
this segment of the restaurant industry experiences the downsizing of many once
cause of this decline. Although considerable research has been conducted on these
return intent as key indicators regarding the success of a restaurant. The exiting
(food quality, service quality, atmosphere, and novelty) and their influence on return
intent. Interestingly, customers were least satisfied with novelty. Further, customer
satisfaction with theme restaurant food quality and atmosphere were the only
filled with pop-cultured memorabilia, kitschy menus, gift shops were a driving force of
dining trends in the 1980’s and early 1990’s. She as well stated that as consumer
tastes change and people began valuing food over tableside entertainment, themed
restaurants started ceasing their operations, even the popular chains like rainforest
capacious term encompassing elements of service, décor, price and the atmosphere
created by the combination of these elements these elements and the dress and
dominant subject or concept, and utilize architecture, décor, special effects, and
other techniques, often to create exotic environments that are not normally
associated with dining because they are inaccessible, no longer exist, are fictional or
supernatural, or taboo. The theme may be further extended through food is usually
cuisine served. Many restaurants have a distinct style of décor, and create a specific
ambiance for the comfort of their clientele. Diners choose restaurants first and
foremost based on type of food. Theme restaurants attract customers primarily by
The purpose of this study is to determine the influence of service experiences of the
customers towards the themed restaurants in Davao City when grouped according
1.1 Servicescape
respondents when grouped according to their profile, such Age, Sex, and
Educational Attainment?
Hypothesis
The null hypothesis which shall be evaluated is the level of significant and
profiles.
Review Related Literature
locally pertinent to the study. The components are the discussion about the influence
study.
service environment. Due to the intangibility of services, customer often have trouble
physical evidence that surrounds the service to help them form their evaluation.
and music, inanimate objects that assist the firm in completing its tasks, such as
service establishment. Servicescape may influence service quality both directly and
(Reimer and Kuehn 2005). Servicescape also called as service setting and it is
the physical environment divide into the natural environmental and artificial
“servicescape as all the objective physical factors that can be controlled by the firm
to enhance employee and customer actions, and service quality play a vital role in
2012) service quality is a focused evaluation that reflects the customer’s perception
tangibles, satisfaction, and on the other hand, is more inclusive. (Ghimire, 2012)
tourism, and price as well as situational factors and personal factors. (Ghimire,
focuses approaches and strategies that will augment the distribution of services and
According to Ali and Karepe et.al (2016) as cited by Ismail and Yunan (2016)
a multi-dimensional construct and it has widely been discussed since the 20th
century and its idea is still relevant to help today organization in creating
customer expectations before and after their experience of the service because if
customers view that their expectations for service performance conform to their
perceptions of the service, this situation may lead to induce the notion of service
which provides five generic dimensions of service quality namely tangible, reliability,
established in Hong Kong. Keen competition exists for this type of restaurants.
Customers who visit these types of restaurants seem not only to enjoy their food but
also to enjoy their food but also to enjoy their environment. According to Vincent
for this type of restaurant are likely to be professionals, highly educated and belong
theme restaurants for meetings, fun and enjoyment, marketing implications and
The experience involves: the contact personnel and the service providers
that directly interact with customers. Technically speaking, contact personal are
employees other than the primary service provider who briefly interact with the
customer. Services providers are the primary providers of the core services. Such as
services often takes places where the service is produced or provided at the
into one category, these are the Contact Personnel and Service Providers.
(Hoffman, 2011) Contact Personnel are the employees other than the primary
service provider who briefly interact with the customers while Service Providers are
must be trained to do their job right, usually they start off by job shadowing because
it gives the new employee a sense of feel in their position and they learn how to do
everything in the process and it all becomes a routine. Peterson (2015) further
stated that service providers make sure to have the right materials and supplies for
theme restaurants since it is necessary, this is because if they do not have the right
materials and supplies to produce and sell food then the business will not succeed
since paper or boxes are needed to wrap the burgers, cups for soda and hot
beverages, fry boxes, cutlery, straws, napkins and bags to carry take out in.
Moreover, Peterson (2015) said that labour is essential to success in fast food
restaurants because even though the role of the manager is very important, without
the employees there would be no production of making the food and preparing the
meals.
The invisible factors considered in a Servuction Model include the things that
happen within the organization that the consumer does not necessarily see but
Peterson (2015) stated that theme restaurant wisely choose a space that will
occupy the building of the restaurant just to make sure that the building will meet the
standards in building the kitchen, counter, bathrooms and eating or dining area.
equipment that would correspond to the needs of the production crew in making the
products, specifically these. (Peterson, 2015) Lastly only choose the best quality of
their ingredients since it is basically the essential part of the production in order to
produce products that will make customers satisfy and repeat business with them.
(Peterson, 2015)
contact personnel; and/ or service providers; and other customers. The benefits
service consumer receive are therefore derived from an interactive process that
takes place throughout the service experience. Of course, the visible component that
components that tie together the organization and its system. Invisible organization
and systems reflect the rules, regulations, and processes upon which the
invisible to the customer, they have a very profound effect on the consumer’s
experience.
Other Customers
Other Customers are basically those that received the service alongside
service quality has largely been ignored in the instruments that measure the
construct. (Grove and Fisk, 1997) Other customers refers to those people who also
receive service alongside particular customers and these people impact profoundly
Other customers are customers who are in the service facility simultaneously
with – and who are unacquainted with – a focal customer. (Argo, Dahl, and
Manchanda 2005; McGrath and Otnes 1995) The focal customer and other
customers do not need to interact and this definition is consistent with prior research
that shows people can be present together in a commercial facility, but not engage
or involve with each other. (Argo, Dahl, and Manchanda 2005; McGrath and Otnes
1995) Other customer perceptions are the building blocks upon which managers can
interact with other customers if their perceptions of these customers are positive.
Service Experiences
selling have evolved. (Lee, 2017) The rapid growth of commerce — particularly
e-commerce —has boosted competition in the markets and today, brands need to
stand out from the crowd, and customer service is one way to do this. (Lee, 2017)
Social sharing through Facebook and Twitter means we now share our experiences
online. In real time, of course, and what we share has the ability to go viral. Good
customer experiences are more important than ever, but some are still struggling
and that’s because there’s no ‘right’ and ‘wrong’; it’s not an exact science, and that’s
frustrating. There are actually many different ways to provide good customer service.
(Lee, 2017)
customer service experiences is not the only way word gets around anymore.
Thanks to the internet and social media, word of mouth has changed dramatically
and we routinely see small town stories becoming national headlines overnight.
There have been many shared events and even staged marketing campaigns
displaying customer service excellence, and responses have amazing for the
individual examples of great customer service, it seems clear that people love being
witness to a good customer experience story and people share these moments,
generating excellent publicity for the companies, which benefits them both in
reputation and in customer loyalty. (Lester, 2016) Every customer interaction can be
turned into a win, even the negative ones and adding ease to the customer
experience, whether online or offline makes happy customers and is good for
business. (Lester, 2016) Kind gestures show customers that your business has a
human side and it’s a great way also to build trust in your brand if you have a strong
marketing team behind it, it will surely develop brand awareness amongst the
them the human side of your company, and thinking outside the box, therefore,
social media should be a telephone, not a megaphone because it’s not just there to
get your message out, make sure to listen to what your customers are saying as well
because diligent customer service coverage on social media is not only mandatory
these days, but can also present unique opportunities to stand out from the crowd.
(Lester, 2016)
THEORETICAL FRAMEWORK
This research used the Servuction Model of Hoffman and Bateson (2002).
the Age, Gender and Educational Attainment of the respondents while the
Figure 1
Customer Profit
1.1 Age
1.2 Sex
1.3 Educational Attainment
Services Experiences
● Servicescape
● Contact Personnel or
Service Providers
● Invisible Organization
System
● Other Customer
Influence of Service Experiences towards Themed Restaurants
CUSTOMER SERVICE
Servicescape 5 4 3 2 1
1. The establishment provides cool and cozy ambiance.
2. The establishment puts some decorations to attract customers.
3. The establishment entertains the customers by playing pop music.
4. The establishment has beautiful and colorful backgrounds and
paintings for customers to take pictures with.
5. The establishment provides free WIFI to the customers.
Contact Personnel/Service Providers 5 4 3 2 1
1. The employees are patient when taking your order
2. The food was served promptly
3. The employees speak clearly when you take an order
4. The employees in the restaurant are friendly and courteous
5. The employees provides good and excellent service
Invisible Organization and System 5 4 3 2 1
1. The restaurant’s crews have attended trainings on how to handle
customer complaints.
2. The restaurant’s avoids customer complaints as much as possible.
3. The restaurant’s crews always listen to the sentiments of the
customer about their complaints.
4. The restaurant’s crews acknowledge the customer complaints.
5. The restaurant’s crews offer immediate solution of the customer’s
complaints.
Other Customer
1. The services persuade other customers to have repeat business
2. The taste of the food has good feedback from other customers
3. The products were recommended by other customer to their family
4. The service makes others customer happy and satisfied
5. The location is accessible and visible for other customer
Significance of the Study
The researchers would like to come up with relevant data on the importance
questionnaire was adapted from two studies. The study conducted by Ghimire
Business” was used, as well as the study conducted by Karki and Panthi (2018)
entitled “How Food Quality, Price, Ambiance and Service Quality Effects Customer
The questionnaire from the study of Ghimire (2012) entitled “Service Quality
The study found that service quality and customer satisfaction are in a mutual
relationship and in this modern age, customers have different desires and needs this
is why offering quality services and making customers satisfied are the main
Service Quality and Customer satisfaction can be seen as main themes in some
The study of Ghimire (2012) are similar to the present study since both
studies aimed to identify the relationship between customer satisfaction and service
quality. Moreover, both studies are concerned with how service quality and other
factors largely affect the satisfaction of customers in themed and ethnic restaurants.
Therefore, the questionnaire of Ghimire (2012) was adapted because it is similar to
Another questionnaire from the study of Karki and Panthi (2018) entitled “How
Food Quality, Price, Ambiance and Service Quality Affects Customer Satisfaction: A
the effect of food quality, price, ambiance and service quality on customer in the
The study found out that all the projected variables had positive association
with customer satisfaction and with the presence of these factors, customer
satisfaction will increase. The study of Karki and Panthi (2018) helps in
understanding that in what ways food quality, ambiance, price and service quality
are responsible for customer satisfaction and what customers are thinking about the
chosen restaurants and to what extent they are satisfied with these restaurants.
The study of Karki and Panthi (2018) are similar to the present study since
both studies talk about Service Quality and Customer Satisfaction which are
concerned with the effect of service quality and other factors on the satisfaction of
Panthi (2018) was adapted because it is similar to the objective of the present study
The results of this study could provide information, ideas and give input on
how to improve the quality services provided by the fast food restaurant and to give
Customers. The results of this study will let the customers know how their
satisfaction are measured and valued, and that the importance of their satisfaction
Service Providers. The results of this study may help the service crews,
Definition of Terms
The following terms are defined to establish a common frame reference. They
Influence: refers to the action how a service can affect people’s decisions
Themed Restaurants: refers to the research locations of the study where the
Presented in this chapter are the discussions of the research about the
and the statistical tools employed. The study has 100% retrieval rate and was
Research Design
Descriptive research method will be used future tense this study. According to
state of affairs and assesses the relationships between and among two or more
variables. This research design can easily ascertain the level of influence of services
Research Respondents
The respondents of this study are the customers who buys and eats in the
themed restaurants located in Davao City on March 4, 2019. The study used the
purposive sampling. The sample was divided into meaningful segment of population
who used to determine the sample size of 30 respondents for a total population of
30 questionnaires retrieved. This was a 100% retrieval rate. The sampling method
was used because it was the most efficient among the probability designs.
Furthermore, this sampling method, although not as rigorous as some, sampling
method was necessary because of its practicality. In addition, care was used to
ensure that the researchers who administered the instrument did not influence the
answer of the respondents. The researchers wanted to identify the level of influence
of the customers towards themed restaurants and the service experiences of the
customers when grouped according to their profiles. Thus, the administration of the
instrument will start last March 4, 2019 and the expected date of the retrieval of the
Research Instrument
The questionnaire was adapted from two studies. The study conducted by
Ghimire (2012) entitled “Service Quality and Customer Satisfaction in the Restaurant
Business” was used, as well as the study conducted by Karki and Panthi (2018)
entitled “How Food Quality, Price, Ambiance and Service Quality Effects Customer
There are four parts in the questionnaire and it has 20 items overall. The first
part of the questionnaire is about the Servicescape. The first part has five items. The
Providers. The second part has five items also. The third part of the questionnaire is
about the Invisible Organization and System. The third part has five items too. The
last part of the questionnaire is about Other Customers. The last part has five items
as well. The statements were measured in a five Likert scale. The Likert scale
literature to create a pool of items for inclusion in the instrument. This survey tool
was validated by group of experts to assure that the items in the questionnaire were
experts were properly taken and reflected by the apprentices. The level of influence
of service experiences is based on the average weighted mean. These scores were
categorized and scaled using the exact limits with descriptive equivalent.
Data Gathering
These are the following procedures that will conducted in gathering the
research data;
1. Through the purposive sampling, the researchers sought the permission of the
administered.
spreadsheet program and a statistical method was used to answer the research
problem.
The statistical tools employed in treating the problem were the following:
Mean. This will be used to determine the level of service experiences of customers
McDonald’s Bajada, Davao City and the significant difference in the service
Karki, D. and Panthi A. “How Food Quality, Price, Ambiance and Service Quality
Effects Customer Satisfaction: A study on Nepalese Restaurants in Finland”
Retrieved from:
https://www.theseus.fi/bitstream/handle/10024/150964/Dipesh%20and%20Api
l%20Customer%20Satisfaction%20in%20Nepalese%20Restaurantsin%20Finl
and.pdf?sequence=1&isAllowed=y&fbclid=IwAR2Tqqw9KvQn7MP8o-HKpTH
eTl1ifNk90Kub68FMYWzr2xA94xuhP3OK2aM
Lester, Ryan (2016) “Best Customer Service Experience Examples” Retrieved from:
https://blog.bold360.com/customer-experience-insights/best-customer-service-
experience-examples/