Abstract: This Study focuses on service quality and customer satisfaction in coffee shops in Imus City, Cavite. The purpose of the study is to identify the perceived service quality and customer satisfaction of the chosen coffee shops, and to identify whether the service quality varies depending on the respondents’ demographic profile. A 4-point likert scale is used in the research questionnaire to be answered by the study’s target respondents which are people who purchased products or experienced the services of the selected coffee shop in Imus, Cavite. The research questionnaire determines the level of customer satisfaction in each of the five dimensions of SERVQUAL of the chosen coffee shops. With a total of 214 respondents, the results show the respondent’s demographic profile and determine whether age, gender, civil status, employment status, and educational attainment have significant differences in perceiving a service quality. The results also suggest the level of service quality offered by the selected coffee shops, as well as which demographic profile are more inclined to visit a coffee shop. The study identified that the only demographic profile of respondents that shows a significant difference in perceiving a service quality are people of 49-year-old and above age and people with college level and post graduate degrees. The study also identified that the respondents perceived the chosen coffee shops’ Responsiveness, Assurance, Empathy, and Reliability as High Level and perceived the coffee shop’s Tangibility as Very High Level.
Keywords: Coffee Shops, Customer Satisfaction, Service Quality.
Title: Perceived Service Quality and its Relationship with Customer Satisfaction in Coffee Shops
Author: Go, Josh Reggie B., Crisologo, Joyceanne, Magbiro, Rec Louise, Sir Mario Luis, Jamoralin
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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