Customer Service and its Impact on the Customer Satisfaction on the Selected Cafes in Cagayan De Oro City

Abstract

Customer service plays a crucial role in shaping customer satisfaction, particularly in the competitive café industry. This study explores the relationship between customer service quality and customer satisfaction in selected cafés in Cagayan de Oro City. This aims to look at the various aspects of service delivery, customer preferences, and the factors that contribute to overall satisfaction levels. The quality of interactions, the consideration of staff, and the overall ambiance are key factors in customer happiness and repeat encouragement. This study utilized random sampling and were based on the total average population of 716 regular customers from the 5 selected cafes in Uptown North wing in Cagayan de Oro City and the list will be taken from the different managers in the selected cafes. In this manner, the researchers were able to determine the sample size of 257 respondents using the Sloven formula by Sloven (1960) the total sample size of 257 respondents wherein, Café A 65 customer respondents, Café B 88 customer respondents, Café C 31 customer respondents, Café D 32 customer respondents. Using a descriptive research design, data were analyzed through descriptive and inferential statistics using mean and standard deviation, inferential statistics, T-test, and ANOVA in determining the significant difference, Person R was used to test the significant relationship. Findings revealed that the overall mean of customer service is 3.49 (3.47+3.50+3.49) with interpretation of “Very good customer service”. The overall mean of customer satisfaction is 3.55 (3.53+3.55+3.58) with an interpretation of “Very high customer satisfaction”. This correlation is categorized as "Strong," and the p-value indicates a "Highly Significant" association, per the legend provided. Nonetheless, a correlation value of 0.708745 indicates that customers happiness tends to rise in tandem with improvements in customer service quality. The study focuses on how customer service affects consumer satisfaction. According to the statistics, customer satisfaction in terms of customer expectations, perceived value, and service quality is significantly correlated with customer service in terms of responsiveness, reliability, and empathy. This research highlights the growing expectations of customers in today’s competitive café industry, where quality service is as essential as a food and beverages industries.