Our Lady of Fatima University-Valenzuela Campus

Accountancy, Business and Management

Level of Customer Satisfaction of Our Lady of Fatima University-Valenzuela Campus

Grade 12 ABM Students atMang Inasal-SM Valenzuela Branch

CHAPTER I
INTRODUCTION AND ITS BACKGROUND
1.0 Introduction

The Philippines is one of the most populous countries in the world with approximately of
100 million mouth to feed. This means that getting into food business is very viable to achieve.
The creator of Mang Inasal started his business by looking at 16 regions in the Philippines and
recognized that each has unique set of culinary tradition and eating habits. In order you to be
success in world of food business you must have fine marketing strategy to become more famous
and popular you're restaurant in aspect of making food business. In making marketing you must
need ti identify what us the really needs and wants of the customer, in matters of taste that they
like, the trend and the unique one. In Mang Inasal the marketing strategy that they have are the
"unli rice it’s more popular to customer because they can save money for the extra rice and the
other one is the"pagkakamay" instead of using spoon and fork your able to use your hand in
eating and the last one is the free "sabaw" while you are waiting to your order they served you a
hot soup that make you relieve your hunger. This only the few strategies that they have that are
more popular to customers. In terms of food they have a lot of delicious delicacies the most
famous chicken inasal, palabok, sisig weather its pork or fish, halo-halo, miso soup and a lot of
more that are own filipino foods.
According to Gunderson, heiden and Olsson (2002) customer satisfaction commonly
describe as a post consumption valuate judgement as for specific product or service.

A customer is an organization’s most valuable but cheapest kind of advertising tool. They
do this by marketing through words of mouth. This is possible if customers are all happy and

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satisfied with the service. Keeping customers happy should be the foremost principle of every
restaurant. The primary focus of every restaurant is its customer service by having good
feedback and making customers’ satisfied. Good service is vital for any restaurant and can be
shown building a strong customer base. There are many ways a restaurant can offer good
customer service to patrons. It does not matter how fabulous the restaurant decoration is or how
delicious the food is, if the service does not meet or exceeds customers’ expectations, then there
is a chance that they will not come back anymore. Customer satisfaction covers different aspects
of restaurants’ day to day operations.

A. Historical Background
It all started with a Vision. Edgar “Injap” Sia, at the age of twenty six, grabbed the opportunity to
lease a 250 square meter space at the Robinson’s Mall Carpark-Iloilo in December 2003. It was
there that Mang Inasal, Hiligaynon for Mr. Barbeque, was born.

Early on, he learned the importance of following your instincts, taking risks, strategizing,
negotiating, and motivating yourself and your people. He also knew that the Filipino barbeque
quick service restaurant category still had the potential for growth. He started a business that had
the potential for nationwide expansion. With the support of his family, he embarked on a journey
that changed his life forever. Mang Inasal’s authentic fusion of traditional Filipino cuisine with
the dine-in concept.

Famous for its native-style and “nuot-sarap” Chicken Inasal with its pioneering “unlimited
rice”, Mang Inasal quickly won the hearts of its customers with its distinctively Pinoy stamp-
grilling and special marinade made out of local secret spices. The restaurant was an instant
success, opening close to thirty branches in just three years. By 2005, confident of the stability
and brand recall of the business, he opened Mang Inasal for franchising, concentrating his efforts
in Visayas and Mindanao where Inasal is most popular. Franchise offers for Luzon soon
followed. The primary reason for Mang Inasal’s success is its wide array of Filipino comfort
food, especially Chicken Inasal - with its distinct taste that Pinoys have grown and continue to
love.

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By 2009, only six years after the first branch opened, Mang Inasal had a store network of one
hundred stores. Mang Inasal soon drew the attention of Jollibee Foods Corporation (JFC), the
Philippines’ largest food service company and one of Asia’s most admired companies. JFC
acquired 100% share of Mang Inasal in April 2016. Today, Mang Inasal is the leading Pinoy
branded outlet in the country, with its strong portfolio of Chicken Inasal, Pork BBQ, Halo Halo,
and Palabok. Variations in the menu are constantly being developed to meet the discriminating
demands of its growing customer base.

Mang Inasal has steadily grown ever since its acquisition, making it one of the fastest growing
quick service restaurants in the country. To date, Mang Inasal has over 450 stores nationwide
and counting. The brand has garnered numerous awards over the years, including the
Outstanding Fast Growing Local Food Company from the 19th Annual National Consumers
Awards in 2008, the Most Outstanding Quick Service Restaurant and Most Outstanding Chicken
Inasal restaurant from the 2010 Dangalng Bayan Awards, and the Outstanding Filipino Franchise
Award from the 2015 Franchise Excellence Awards. Mang Inasal now lays the foundation for a
new era of prosperity, moving forward to a horizon of possibilities as the brand continues its
winning tradition of excellence.

1.1 Statement of the Problem

The study aims to know the level of satisfaction of Mang Inasal at SM Valenzuela
Branch as perceived by Grade 12 ABM Learners of Our Lady of Fatima University 1st Semester
SY 2019-2020

Sub- problems:
1. To know the demographic profile of the respondent as to gender
1.1Gender 1.2 Daily allowance
2. To determine the different products preferred of the respondent to Mang Inasal at SM
Valenzuela Branch
2.1 PABORITO MEALS 2.2 SULIT MEALS
2.1.1PM1/Paa with Rice 2.2.1SM 1 1 pc. Chicken Inasal w/ Rice

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2.1.2 PM2/Pecho with Rice 2.2.2SM 2 2pcs. Pork Inasal w/ Rice
2.1.3 PM3/Pork BBQ
2.1.4 PM4/Bangus Sisig
2.1.5 PM5/Pork Sisig

2.3MERIENDA MEALS 2.4 INUMIN

2.3.1Palabok 2.4.1Iced Red
2.3.2 Molo Soup 2.4.2Gulaman
2.3.3Pinoy Halo-Halo 2.4.3Coke Zero
2.3.4Crema de leche Halo-halo 2.4.4 Sprite
2.3.5LumpiangToge 2.4.5 Iced Tea

3. To identify the different factors in choosing Mang Inasal at SM Valenzuela Branch

3.1 Pinoy in Taste 3.6 prompt service of the crew
3.2affordable in price 3.7 wide selection of food
3.3delicious meals 3.8 ambiance if the store
3.4unlimited rice and soup 3.9 diligence of the crew
3.5 availability of condiments in table 3.10. Others, please specify

4. To evaluate the level of satisfaction of the respondents to Mang Inasal at SM Valenzuela

Branch.

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 Figure 1. Research Paradigm

INPUT
The study aims to know the
level of satisfaction Mang
Inasal at SM Valenzuela
Branch as perceived by Grade
12 ABM Learners of Our
Lady of Fatima University 1st
Semester SY 2019-2020
PROCESS
1.Research Design
OUTPUT
-Descriptive Research
Level of Effectiveness as
2.Research Locale to: Like Scale Description
-Our Ladyof Fatima  Very Satisfied
University
 Satisfied
3.Key Information Selection
 Dissatisfied
-All Mang Inasal customer
at Fatima Valenzuela Branch  Very Dissatisfied
4.Research Instrument

-Survey questionnaire
1.Demographic profile of the
respondent as to:

1.1 Gender

1.2 Daily allowance

1.3 All Mang Inasal customer

at Fatima Valenzuela Campus

1.4 Location is term of

residency

2. To identify the different

factors in choosing Mang
Inasal at SM Valenzuela
Branch

3. To evaluate the Satisfaction

of the respondents to Mang
Inasal at SM Valenzuela
Branch 5
1.3 Conceptual Framework
The research paradigm consists of input, process and output of the study. Inputs shows
the respondents profile the demographic profile of respondent based on gender to identify who
among of them has a large of amount who always eat in Mang Inasal and it includes the daily
allowance of the customer to identify how was there preferred budget in eating in Mang
Inasal.All Mang Inasal customer at Fatima Valenzuela Campus at Tamaraw Building are chosen
location interms of residency of the respondent and Grade 12 ABM Learners are the chosen
respondent of the study to evaluate the level of satisfaction of respondent to Mang Inasal SM
Valenzuela Branch. Researcher used descriptive research design and survey questionnaire for the
research instrument of the study that will be used to evaluate the level of effectiveness as to like
scale

1.4 Significance of the study

This study will be such a great help for the following:
Store Manager
It gives clear idea to the store manager about why customer leave dissatisfied or satisfied
from their Fast-food chain Restaurant.
The Customer
This will help the customer to choose food that will match their wants and satisfaction by
having an idea which grilled restaurant are the most-good incomes in food taste
Fastfood chain Owner
It gives them Ideas where they can take efforts for short improvement to retain the
restaurant and customers

Advertisers
To identify what advertisement should they use.
Researcher

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The Future Researchers
through all the information that were gathered, the researchers will have the knowledge
and wisdom through this study that can help them to create their own study by using it as a
references.

1.5Scope and Delimitations

The study aims to know the level of satisfaction of every customer of Mang Inasal in SM
Valenzuela Branch on how many times they visit and eat in Mang Inasal favorite meal it order
the popular food to tasted everyone, and how does it in terms of Pinoy taste, affordable price,
wide selection of meal, prompt services of the crew and diligence of the server how they interact
with customer and the manager

DEFINITION OF TERMS
Advertiser-A person, organization or company that places advertisements in order to target
customers.
Availability-the quality of being able to be used or obtained
Business- Is the activity of making one's living or making money by producing or buying
and selling products.
Condiments-a substance such as a spice that you add to food to improve its taste
Customer- A person or organization that buys goods or services from a store or business.
Diligence-The attention and care legally expected or required of a person
Marketing- Refers to activities undertaken by a company to promote the buying or selling of
a product or service.
Product- An article or substance that is manufactured or refined for sale.
Prompt-to serve as the inciting cause of
Satisfaction- fulfillment of one's wishes, expectations, or needs, or the pleasure derived from
this.
Service- The action of helping or doing work for someone.
Strategy- A plan of action or policy designed to achieve a major or overall aim.

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 CHAPTER II
REVIEW RELATED LITERATURE
Foreign Study
A strategy is a fundamental pattern of present and planned objectives we need do this
plan because for the organization of each marketing strategy, resources deployments, and
interactions of an organization with markets, competitors an organization or country engaged in
commercial or economic competition with others environmental factors. (Orville C. Walker, Jr.
2011).
In marketing strategies we do not damn to have all the original concepts in marketing.
We have tried to go beyond the usual descriptive format by providing an interesting review or
marketing and marketing mix strategies for the enjoyment of both the marketing students and
those already employed and in business.The primary focus of marketing strategy is to effectively
allocate and coordinate marketing resources an activities in the market generate price signals as a
result of which separate economic activities of individuals to accomplish the firm’s objective
within a specific product market. (John W. Mullins. 2008).

According to George (2010) To modify the quality of the market influential of marketing
strategy is construct an extremely understanding. Business is a person’s regular occupation,
profession, or trade. It is a practice of marketing one’s living by engaging in commerce. One
important factor of successful business is the marketing strategy, which you need to create a plan
of action designed or techniques to promote and sell a product or service to get your target
customers.

It’s started by Jonathan and Wolf (2013) it is continued connect or continued a great
corporation only in recent years, but the costumer satisfaction of the buyer completeness in their
wants is been toward for a epochal

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 The size of the customer satisfaction and its relationship to product/commission
designated is a process to grow the market driven quality come up. (Howard, 2004)
The opinion that the costumer modify quality should not be new to marketers. (Luke and Hans,
2007)

Foreign Literature
According Kobe (2005) marketing strategy is specifying a plan for the marketing tools to
achieve the design positioning so in this module we look at the different options available to a
firm for communicating it is value propositions to its chosen target marketing-advertising TV,
radio and print in that way people may know the product that you selling for. Marketing is a
structure of a set possible that costumer alike in the path they be able to feel and importance the
idea of their work in buying product.

As stated by Robert (2013) Internet marketing involves the use of digital media to inform
the market of your business and to entice people to purchase your products and services. The
internet is merely a vehicle to provide greater reach for your advertising, promotional and public
relations efforts. The target market can be positioned in order to collect its share of sales. The
one of the marketing strategy is to promote with the forces of the business to become a popular
of all aspects of the business

The company money increase when the costumer buys their product. The technique of
the seller to pursue their product for the costumer is convince of everyone (Franz, 2016)

Local Literature
MangInasal is a fast-food chain notorious for its bestseller, inasal na manok, which is
available in two parts: paa or pecho. Also offers a menu unique for its very Pinoy taste. aside
from their very affordable yet delicious meals and unlimited rice and soup is the availability of
condiments on each table: soy sauce, chicken oil and vinegar. Although, I guess, the diligence of

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the crew varies among branches, this protocol is one that is always observed, regardless of how
busy the place gets. (Nefelibita, 2014)

The winning strategies that MangInasal has are they offer chicken inasal with soup and of
course their unlimited rice and the price off their products are lower the competition. They also
use advertising, public relations, and word of mouth. “To serve great tasting food, bringing the
joy of eating everyone” (Lim, 2014)

This study may serve as a guide on how to maintain and improve their strategies in order
to meet the need and wants of the customers. The customers of MangInasal that they may be able
to know that Mang Inasal could offer more varieties of promos. (John Kevin Morales, 2014)

“To be the preferred quick service restaurant of every pinoy everywhere”. “To
consistently provide our customers a great pinoy dining experience”. The Mang Inasal brand
should stick to the Filipino market and let its other brands focus on the other markets. It is a
strategy where each brand target specific market. (Elvielyn Nakila, 2013).

Customer satisfaction present a versatile cross-channel metric to gauge the retailers

strength and weakness from the costumers point of view. Since satisfaction drives multi channel
shoppers, satisfaction will give retailers the insights they need to influence costumer behavior in
the term and long term in this way, customer satisfaction isharnessed to become a driving force
in sales growth and increasing loyalty where each channel is optimize to meet the costumers
need and exceed their expectations. Costumer increased loyalty and a strong multi channel
strategy where each channel is optimized to meet costumers need (“Costumer satisfaction”,
2005)

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Local Study

Marketing strategy is a significant driving force that distinguishes the success if many
organizations not only by well-developed marketing strategies outlining where, when, and how
the firm will complete but also by their ability to execute the marketing strategy decision options
chosen Marketing strategies the one way to success the organization, But not only to developed
the marketing strategy, because they also need to hard-work and at the same time their ability to
execute the marketing strategy decision.(Day and Wenshey;Varadarajan 2010)

Customer satisfaction measures on how satisfy the customer is. It is used to know what
they need to do after they conduct their own survey to their customers. Survey is used to know
what they feel about the product or service. They should know what are the thoughts of the
customer about their product or service. In able to let their customer know their product they
need to have their own marketing strategy. They need to have their target on what are the
customer’s needs and wants. The price must be affordable enough to be afford by
everybodySatisfaction required moment of truth and experience the services before estimate how
to satisfied the capable of service. (Lovelock and Wirtz 2008)

As stated by Giese and Cote (2000) regardless quite a few there still does not show up to
be according toward its there is a plenty of difficulty how to know why costumer satisfied to
the product based on its description.

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Chapter III
Research Methodology
Quantitative method surveys are the best for our research to gather all the necessary data
for the study. The used of quantitative research aimed to determine in which factor the customers
were not satisfied by the use of survey questionnaire. Quantitative research is used to quantify
the problem by the way of generating numerical data or data that can be transformed into use to
quantify use- able statistic. It is used to quantify attitudes, opinions, behaviour and other defined
variables, and generalize result from a larger sample population. Quantitative data collection
methods include various forms of survey where measurable data will be formulated.

3.1 Research Design

Researchers use descriptive surveys; this is a tactical approach used to obtain information
that the study group will use to the study level of satisfaction of mang inasal in SM Valenzuela
branch. Researchers are trying to come up with a sample that will show them a representation of
the study population.

3.2 Research Locale

This research is conducted at Our Lady of Fatima University Valenzuela campus located
at McArthur highway, Marulas Valenzuela City. Since the chosen respondent are grade 12 ABM
students of the university.

3.3 Population and Sampling

The researcher will be going to used non probability sampling where in sample technique
where the odds of any member being selected for a sample cannot be calculated. Purposive
sampling according to Crossman (2017) is a non-probability sample that is selected based on
characteristics of a population and the objective of the study. The researchers constructed a set of
criteria in order to qualify the respondents in this research.

3.4 Research Ethics

This study followed ethical matters given for research writing. Right before the actual
formulation and creation of the study at hand, the researchers made absolute certain that they
possessed enough resources and skills to assure themselves that they would be able to execute

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and finish the research without facing anything that may permanently hinder them from
achieving their goal.
The participation in this research is completely voluntary. They may be withdrawing
anytime from the study for any reason and refuse to answer some or all the questions if they do
not feel comfortable with the given interview questions.

3.5 Research Instrument

The research is going to used survey questionnaire for the research instrument. Questionnaire is
one of the most effective instrument to use to gathering the data. It contains a question that can
answered by the respondents. Survey questionnaire consist of 7 question checklist and one table
that will Evaluate the following variables as to its level of satisfaction.

3.6 Data Collection

Researchers prepared questionnaire for respondent to respond. Then respond to the
questionnaire, analyse it and put it together on a graph where similar answers will be compiled.
Researchers will collect a percentage of respondents’ corresponding answer to each question in
the questionnaire. Researchers will carefully study and draw conclusion on the respondents’
answers. This way researchers can capture respondents’ views of Level of Satisfaction of Mang
Inasal in SM Valenzuela branch.

3.7 Data Analysis

Used as a statistical method for estimating and measuring percentage technique data in
this research. The percentage technique is used to determine the outcomes of the evaluation
based on the respondents’ answers. It is also used to obtains a general percentage of the number
of identical answers to a particular question. The formula uses are:
% = F/N x 100
Wherein:
F = number of answer
% = percentage
N = number of respondents

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 Chapter IV
Presentation, Interpretation and Analysis of Data

This chapter contain the result of the survey questionnaire answered by Grade 12 ABM
students of Our Lady of Fatima University.

Demographic Profile as to Gender

Gender Frequency Percentage Rank
Male 38 38% 2
Female 62 62% 1
Total 100 100%

In table 1 shows 100 respondent’s states that 62 respondents are Male in percentage of
62% at the highest ranking and 38 respondents are Female in percentage of 38% at the second
highest ranking.
Analysis: Moreover, it is very evident that the majority of costumer in Mang Inasal at SM
Valenzuela branch are Male.
Demographic profile as to Daily allowance
Allowance Frequency Percentage Rank
100-150 62 62% 1
150-200 24 24% 2
200 above 14 14% 3
Total 100 100%

In table 2 shows 100 respondents states that 62 respondents have a P100-150 daily
allowance in percentage of 62% at the highest ranking, and 24 respondent have a P150-200 in
percentage of 24% at the second rank and 14 respondent have a P200 and above in percentage of
14% at third highest ranking.

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Analysis: With these limited data, it implied that the most customers are have allotted daily
allowance of 100-150 a day.
Demographic Profile as to Location
Location Frequency Percentage Rank
Valenzuela 70 70% 1
Caloocan 14 14% 2
Malabon 3 3% 4
Quezon City 4 4% 3
Meycauyan 1 1% 6
Manila 1 1% 6
Taguig 1 1% 6
Bulacan 2 2% 5
Pasay 1 1% 6
Other 3 3% 4
Total 100 100%

In table 3 shows 100 respondents states that 70 respondents from Valenzuela In

percentage of 70% at the highest ranking, and 14 respondents are from Caloocan in percentage of
14% at 2nd to the highest ranking, and 4 respondents are from Quezon City in percentage of 4%
at 3rd to the highest ranking, and the 3 respondents are from Malabon same with the respondents
from other location and which are both 3% at 4th highest ranking, and the 1 of the respondent is
from Meycauyan and the other is from Manila and Taguig and the other 1 is from Pasay and the
same 6th highest ranking, and which are both in 1%, While the 2 respondents are from Bulacan
in percentage of 2% at 5th to the highest ranking

Analysis: Moreover, it is very evident that the majority of costumer in Mang Inasal at SM
Valenzuela Branch are from Valenzuela City.

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 Table no.1
Do you know that Mang Inasal has a Branch in SM Valenzuela
Knows have Mang Frequency Percentage Rank
Inasal at SM Val.
Yes 97 97% 1
No 3 3% 2
Total 100 100%

In table 1 shows that 100 respondents stated that 97% says yes that they know the branch of
mang inasal in SM Valenzuela and have the highest ranking, while 3% of respondent says no
that they did not know the branch and it have the rate 2nd to the highest ranking.

Analysis: With these limited data, the researcher implied that mostly of the respondent knows
that mang inasal has have branch in SM Valenzuela.

Table no.2
Have you already eaten at Mang Inasal- SM Valenzuela branch
Already eat in Mang Frequency Percentage Rank
Inasal

Yes 97 97% 1

No 3 3 2

Total 100 100%

In table 2 it shows that respondents have stated that 97 out of 100 respondent says yes that they
Already Eaten in Mang inasal at smvalenzuela branch and have the highest ranking while on the

16
other hand 3 out of 100 reapondent says no that they did not already eaten at mang inasal in
smvalenzuela that have 2nd to the highest ranking.

Analysis: With these limited data, the researcher implied that mostly of the rspondent are already
eaten at mang inasal in SM Valenzuela Branch

Table no.3

In a week, how many times do you eat at Mang Inasal-SM Valenzuela branch

Times do you eat at Frequency Percentage Rank

Mang Inasal

0-2 times in a week 51 51% 1

3-4 times in a week 8 8% 4

5-6 times in a week 4 4% 5

7 times in a week 15 15% 3

Occasionally 19 19% 2

Total 97 97%

In table 3 it shows 51 respondent stated that they eaten at mang inasal SM Valenzuela
Branch in 0-2 times in a week which have of 51% rate as its highest ranking, and 8 or 8% of the
respondent answered that they eaten at mang inasal SM Valenzuela Branch 3-4 Times in a week
which have the 4th highest ranking, while to be followed by the 5th highest ranking in which
have stated 5-6 Times they do often eaten at mang inasal SM Valenzuela Branch, and next with
the 3rd highest in ranking 15 or 15% respondent answered that they eaten at mang inasal at SM
Valenzuela Branch in 7times in a week . And last, 19 or 19% stated that they only eaten in mang
inasal at SM Valenzuela Branch occasionally with the 2nd highest rate in ranking.

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Analysis: With these limited data the researcher implied that mostly of respondent eaten often 0-
2 times in a week at mang inasal in Sm Valenzuela branch.

Table no.4

How much is your allotted budget in buying the products of Mang Inasal

Allotted Budget Frequency Percentage Rank

P100-150 45 45% 1

P150-200 25 25% 2

P200 above 25 25% 2

Others 2 2% 3

Total 97 97%

In table 4 it shows 45 or 45% of respondents stated that they only have 100-150 allotted
budget a day which have the highest ranking, and 25 or 25% respondents stated that they have
allotted budget a day with 150-200 and 200 above which have the 2nd highest in ranking, and the
last one the lowest rate in four is the others that have 2 or 2% rate.

Analysis: With these limited data, the researcher implied that mostly of the respondent have
allotted budget of 100-150 allowance a day.

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 Table no.5

Why did you choose to Eat Mang Inasal-SM Valenzuela branch

Factors to consider Frequency Percentage Rank

Pinot Taste 32 32% 1

Delicious Meals 14 14% 3

Wide selection of 1 1% 7
Foods

Accuracy speed in 3 3% 6
serving food

Availability of 1 1% 7
condiments in table

Unlimited rice and 27 27% 2

soup

Ambiance of the 4 4% 5
store

Affordable price 13 13% 4

Prompt service of 1 1% 7
the crew

Diligence of the crew 1 1% 7

Total 97 97%

As shows the table below the most factor why customers choose to eat at mang inasal at
Sm Valenzuela Branch because it have pinoy taste that got 32 no. Of respondent, percentage of

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32%. Second rank of the factors why choose mang inasal at Sm Valenzuela branch is the
unlimited rice and soup got 27 no. of respondent, percentage of 27%. Third rank of the factor is
delicious meals got 14 no. of respondent, percentage of 14%. Fourth rank of the most important
factor is affordable price got 13 no. Of respondent, percentage of 13%. Fifth rank of the most
important factor is ambiance of the store got 4 No. Of respondent, percentage of 4%. Sixth rank
of the most important factor is accuracy speed in search food got 3 no. of respondent, percentage
of 3%. The last of the rank is wide selection of food, availability of condiment in table, prompt
service of the crew, and diligence of the crew got 1 no.of respondent each factors, percentage of
1%.

Analysis: In this part of factor to considered of customer choosing mang inasal SM Valenzuela
is the pinoy in taste because all they want is about the pinoy in taste that are best for some of the
customer it’s much better from other factor, customer look for the number one factor which the
pinoy in taste about in choosing mang inasal at SM Valenzuela Branch.

Table no.6

Which meal would you prefer the most have at Mang Inasal- SM Valenzuela branch

Prefer typically to Frequency Percentage Rank

eat

Breakfast 3 3% 4

Lunch 60 60% 1

Dinner 29 29% 2

Other: kapag may 5 5% 3

pera

Total 97 97%

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 The most common time to eat mang Inasal is lunch got 60 no. Of respondent, percentage
of 60%. Second rank is dinner got 29 no. of respondent, percentage of 29%.the third rank is
"kapag may pera" said customer got 5 no. of respondent, percentage of 5%.t Than last is
breakfast got 3 no. Of respondent.

Analysis: It shows that the respondent preferred time to eat at mang inasal SM Val. branch is
lunch because they are usually time to eat the student and they are time of people hungry, and
they sometimes after the class or activities they are straight ahead going to mang inasal.

No.7 Menu do you usually to order

Table no.7.1

For PABORITO MEAL

PABORITO Meal Frequency Percentage Rank

PM1/Paa with rice 43 43% 1

PM2/ Pecho with 34 34% 2

rice

PM3/ Pork BB 7 7% 4

PM4/BAngussisig 1 1% 5

PM5/Pork Sisig 12 12% 3

Total 97 97%

In table 7. 1 presents the Paborito meals that the respondents always order. Base on the table
present that the highest answered PM1/ Paa with rice which have 43%, and the second to the
highest has 34% which is PM2/Pecho with rice, the third has 12% which is PM5/Pork sisig, the
second to the lowest is 7% which is PM3/Pork BBQ, while the lowest is 1% which is
PM4/Bangus sisig.

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Analysis: Interpretation: With these limited data, it is implied that PM1/Paa with rice is the most
ordered paborito meal among all.

Table no.7.2

For MERIENDA Meal

MEREINDA Meal Frequency Percentage Rank

Palabok 14 14% 3

Molo Soup 1 1% 5

Cremaleche Halo- 29 29% 2

halo

Pinoy Halo-halo 50 50% 1

Lumpiangtoge 3 3% 4

Total 97 97%

In table 7.2 presents the Merienda meals that the respondents always order. Base on the
table the highest which 50% of the respondents choose Pinoy Halo-halo, the second to the
highest is 29% choose crema de leche halo-halo, 14% of the respondents choose Palabok for
their Merienda, the second to the lowest which is 3% choose Lumpiang toge, while the lowest
has 1% which is Molo soup.

Analysis: 7.2 With these limited data, it is implied that Pinoy Halo-halo is the most ordered
merienda among all.

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 Table no.7.3

For INUMIN

For Drink’s Frequency Percentage Rank

Ice red 19 19% 3

Sprite 20 20% 2

Gulaman 10 10% 4

Ice Tea 20 20% 2

Coke 27 27% 1

Other: Water 1 1% 5

Total 97 97%

In table 7.3 presents the Inumin the respondents always order. Base on the table the
highest which is 27% of the respondents choose coke, second to the highest 20% choose Sprite,
19% of the respondents choose Iced red for their inumin, the second to the lowest which 10% of
the respondents choose Gulaman, while the lowest which is 1% choose water.

Analysis: 7.3 With these limited data, it is implied that coke is the most ordered inumin among
all.

23
8. Variables as to its Level of satisfaction

Graph no.1

Pinoy in Taste

Pinoy in Taste
70

60

50

40

30

20

10

0
Very satisfied satisfied very dissatisfied dissatisfied
frequency 61 33 2 1
percentage 61% 33% 2% 1%
rank 1 2 3 4

Interpret In the table above it shows the frequency distribution of evaluation in choosing
of mang inasal as to pinoy in taste in terms of level of satisfaction which have 61% to be
followed by satisfied which have 33% and the second to the last have 2% which is very
dissatisfied and the last one and the lowest among the four is dissatisfied which have 1% rate.

Analysis: With these data it implied that customers are more likely wants pinoy in taste of mang
inasal in terms of level of satisfaction because it receives rate 61% in very satisfied out of 97%
total of respondent.

24
 Graph no.2

Affordable in Price

Affordable in Price
60

50

40

30

20

10

0
Very Satisfied Satisfied Very Dissatisfied Dissatisfied
Frequency 44 50 2 1
Percentage 44% 50% 2% 1%
Rank 1 2 3 4

Interpret In the table above it shows frequency distribution of evaluation in choosing of mang
inasal as to affordable in price in terms of level of satisfaction. Based on table presented above
the most highest answered is satisfied which have 50% and to be followed by very satisfied
which have 44% and the second to the last have 2% which is dissatisfied and the last one and
lowest among the four is dissatisfied which have 1% rate

Analysis With these data, it is implied that customers are more likely wants the affordable price
of mang inasal because it rates 50% rate in satisfied in evaluation.

25
 Graph no. 3

Delicious Meals

Delicious Meals
70

60

50

40

30

20

10

0
Very satisfied satisfied Very Dissatisfied Dissatisfied
Series 1 65 30 1 1
Series 2 65% 30% 1% 1%
Series 3 1 2 3 3

In the table above it shows the frequency distribution of evaluation in choosing of mang
inasal as to delicious meals in terms of level of satisfaction. Based on the table presented above
the highest answered is very satisfied which have 65% and to be followed by satisfied which
have 3% and next the two tie rate very dissatisfied and dissatisfied which have the same 1% rate.

Analysis: With these limited data, it is implied that customer are more likely wants the delicious
meals at mang inasal because ot receive 65% rate in very satisfied in the evaluation.

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 Graph no.4

Unlimited Rice and Soup

Unlimited Rice and soup

70

60

50

40

30

20

10

0
Very stisfied Satisfied Very Dissatisfied Dissatisfied
Frequency 62 32 0 3
Percentage 62% 32% 0 3%
Rank 1 2 4 3

Interpret In the table above it shows the frequency distribution of evaluation in choosing
of Mang Inasal as to unlimited rice and soup in terms of level of satisfaction.Based on the table
presented above the most highest answered is very satisfied which have 62% rate and to be
followed of satisfied which have 32% andthe second to the last have 3% which is dissatisfied and
the lowest among the four the very dissatisfied which have 0% rate.

Analysis: With these limited data it is implied that customers bare more likely wants the
unlimited rice and soup of Mang Inasal interms of satisfaction because it received 62% rate in
very satisfied in evaluation.

Graph no.5

27
 Availability of condiments in table

Availability of condiments in table

60

50

40

30

20

10

0
Very satisfied Satisfied Very Dissatisfied Dissatisfied
frequency 37 56 2 2
Percentage 37% 56% 2% 2%
rank 2 1 3 3

Interpret in the table above it shows the frequency distribution of evaluation in choosing
of mang inasal as to availability of condiments in table in terms of the level of satisfaction. Based
on the table presented above the highest answered is satisfied which have 50% rate and to be
followed with very satisfied which have 37% of rate and the last two tie rate very dissatisfied and
dissatisfied which have 2% rate.

Graph no.6

28
 Prompt service of the crew

Prompt service of the crew

70
60
50
40
30
20
10
0
Very Satisfied Stisfied Very Dissatisfied Dissatisfied
Frequency 32 62 2 1
Percentage 32% 62% 2% 1%
Rank 2 1 3 4

Interpret in the table above to shows the frequency of evaluation in choosing of mang
inasal as to prompt service of the crew in terms of level of satisfaction. based on the table
presented above the most lowest answered is the dissatisfied which have 1% rate and to be
followed by the very dissatisfied with 2% rate and the third one is very satisfied with 32% which
the second to the highest rate and the most highest rate satisfied with 62% of rate.

Analysis with these limited data, it is implied that customers are more likely wants prompt
service of among inasal because it rates 62% of satisfied in evaluation.

Graph no.7

29
 Wide selection of food

Wide selection of food

60

50

40

30

20

10

0
Very Satisfied Satisfied Very Dissatisfied Dissatisfied
Frequency 37 54 2 4
Percentage 27% 54% 2% 4%
Rank 2 1 4 3

Interpret In the table above it shows the frequency of evaluation in choosing of mang
inasal as to wide selection of food in terms of level of satisfaction.Based on the table presented
above the most lowest answered is the very dissatisfied which have 2% of rate and to be
followed by the dissatisfied with 4% of rate and the next by the third one which is the second
most highest rate is satisfied with 37% and the last one the most highest rate satisfied which have
54% rate.

Analysis With these limited data, it is implied the customers are more likely wants the ambiance
of the store because it received 56% rate in satisfied in evaluation.

Graph no. 8

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 Ambiance of the store

Ambiance of the Store

60

50

40

30

20

10

0
very
Very Satisfied Satisfied dissatisfied
dissatisfied
frequency 38 56 2 3
percentagerank 38% 56% 2% 3%
rank 2 1 3 4

Interpret In the table above it shows the frequency of evaluation in choosing of mang
inasal as to ambiance of the store in terms of level of Satisfaction. Based on the table presented
the most lowest answered is verydissatisfied which based in the table presented the most lowest
answered is very dissatisfied which have 2% of rate and to be followed by the dissatisfied with
3% of rate and next by the third one which is second to the highest rate very satisfied with 36%
of rate and the last one the most highest rate satisfied which have 56% of rate.

Analysis: With these limited data, it is implied that costumers are more likely wants the
ambiance of the store because it rate 56% in satisfied in evaluation.

Graph no.9

31
 Diligence of the crew

Diligence of the crew

60

50

40

30

20

10

0
Very Satisfied Satisfied Very Dissatisfied Dissatisfied
Frequency 36 57 2 2
Percentage 36% 57% 2% 2%
Rank 2 1 3 3

Interpret In the table above it shows the frequency of evaluation in choosing of mang
inasal as to diligence of the crew in terms of level satisfaction. Based on the table above the most
lowest answered are very dissatisfied and satisfaction which have the same rate of 2% and to be
followed by the second to the highest rate very satisfied which have 36% rate and the highest
among them four satisfied with have 57% of rate.

Analysis with this limited data, it is implied that costumers are more likely wants the diligence
of the crew because it rates 57% satisfied in evaluation.

Graph no.10

32
 Accuracy speeds in Searching food

Accuracy speeds in Searching food

60

50

40

30

20

10

0
Very Satisfied Satisfied Very Dissatisfied Dissatisfied
Frequency 34 53 3 7
Percentage 43% 53% 3% 7%
Rank 2 1 4 3

Interpret In the table above. It shows the frequency of evaluation in choosing of mang
inasal as to accuracy speed in serving food in terms of level of satisfaction. Based on the table
presented above the most lowest answered is the very dissatisfied which have 3% rate next with
the dissatisfied with 7% of rate and the second to the highest answered is very satisfied with 34%
of rate and the last have the highest rate stair which have 53%

Analysis With the limited data it implied the costumer and more likely wants accuracy speed in
serving food of mang inasal in terms of level of satisfaction because it rates 53% of satisfaction
in evaluation.

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 CHAPTER V
Summary, Conclusion and Recommendation

Summary

The main purpose of this study is to knows the Level of Satisfaction of the product and service
performed by the Mang Inasal-SM Valenzuela Branch as perceived by Grade 12 ABM students
of Our Lady of Fatima University-Valenzuela Campus.
The researchers used a statistical method for estimating and measuring percentage of
respondent’s corresponding answered to each question in questionnaire. It use structured survey
questionnaire and %=F/M x 100 formula in the collecting and analysing of the date. The
collected data will have an interpretation and the researcher will be using internet in analysing
data.
The result of the study is presented in succeeding table with corresponding discussion in the
previous chapter. This chapter present the conclusion and the recommendation based on the
customer’s survey result.

Conclusion

Based on the gathered data of the researchers here are some of conclusion that researcher
conclude
The totality of customer’s satisfaction as defined as:
1.Most of the respondent that are customers of Mang Inasal in SM Valenzuela Branch Are Male
consisting of 62 students. And have most of 100-150 allotted budget for daily allowance. The
respondent is mostly at Valenzuela City.
2.Some of their visit Mang Inasal SM Valenzuela Branch 0-2 times a week and have ordered
most PM1 that have answered 43 respondents for the Sulit Meals, Pinoy Halo-Halo for the
dessert that have answered 50 respondents while in Inumin the most ordered inumin is coke that
have answered by 27 respondents. Most of respondent are prefer to eat at Mang Inasal SM
Valenzuela Branch for lunch.

34
3.Some of the student rated Very Satisfied as their answered on the Pinoy in Taste as their
answered in choosing Mang Inasal-SM Valenzuela Branch and satisfied as to affordable in price.
Some of the student rank very satisfied in choosing delicious meals and same as their unlimited
price and soup. Some of them rank availability of condiment in table as satisfied same as prompt
service of the crew .Some are rated them as satisfied in wide selection of food and also the
ambiance of the store. Some of the respondent rated them as satisfied in terms of diligence of the
crew and accuracy speed in serving food.

Recommendation

1. To Management and Administrator keep measuring customer satisfaction treat every customer
as if they were VIP. Give every customer the same excellent treatment as you would like to
receive yourself.
2. To the future researcher through all the information that were gathered, the researchers will
have the knowledge and wisdom through this study that can help them to create their own study
by using it as a references.

35