CHAPTER III

RESEARCH METHODOLOGY

This chapter describes and discusses how the researcher

will gather the necessary data and information that will be

used in the entire study. It describes who will be the

respondents and focus of the research.

Research Design

The study will utilize the descriptive-evaluative-

correlation design. The descriptive design will be used for

the characterization of the customers’ responses. The

evaluative design will be used to determine the level of

customer expectation and satisfaction.

The correlational design will be used to determine

whether there is a relationship that exists between the level

of expectation and level of satisfaction.

Respondents

The respondents of the study are 50 customers at Jybon

Restaurant from January 30 - February 13, 2019. The survey

will be conducted during the convenient time of the

researchers during the said period.

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Research Instrument

The researchers made the questionnaire and it will be

the main instrument of the study. It is divided into two

sections: Section 1, Level of customer expectation; Section

2, Level of customer satisfaction.

The level of customers’ expectation and satisfaction

along price, ambiance, food, and customer service will be

interpreted through the use of the following scale; Very High

Expectation, 4.20 – 5.00; High Expectation, 3.40-4.19;

Moderate Expectation, 2.60-3.39; Less Expectation, 1.80 –

2.59; and Least Expectation, 1.00-1.79.

Sampling Method

Non-probability convenient sampling will be used to

gather data that will be collected using a survey

questionnaire at Jybon Restaurant from January 30 - February

13, 2019.

Statistical Tool

The following tools will used in this study.

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 The descriptive statistics such as the weighted mean,

ranking technique will be used in describing the responses of

the respondents.

The t-Test will be used when comparing the means between

the customers’ level of expectation and level of

satisfaction.

SURVEY QUESTIONNAIRE

Name Date__________

Direction: Please answer this survey questionnaire by either

supplying the requested information or by placing the check

mark (/) on the appropriate space provided.

1. What is the level of expectation of customers in Jybon

Inasal?

5 – 4 – 3 – 2 – 1 –
Very High High Moderate Less Least
Expectation Expectation Expectation Expectation Expectation

PRICE 5 4 3 2 1
1. Affordable food and
beverages
2. Value for money
(Food and beverages meets
its value)
3. Price range are
within the budget of
the family/student

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 4. Reasonable price for
the overall dining
experience

AMBIANCE 5 4 3 2 1
1. Furnishings
2. Well decorated
3. Cleanliness
4. Restaurant cool
temperature

FOOD 5 4 3 2 1
1. Palatability
2. Plating and
presentation
3. Freshness of the food
4. Overall quality of
food

CUSTOMER SERVICE 5 4 3 2 1
1. Competent staffs
2. Courteous employees
3. Fast customer
service
4. Rapid response to the
needs of customers

2. What is the level of satisfaction of customers in Jybon

Inasal?

5 – 4 – 3 – 2 – 1 –
Very Highly Highly Moderately Less Least
Satisfied Satisfied Satisfied Satisfied Satisfied

PRICE 5 4 3 2 1
1.Affordable food and
beverages
2.Value for money
(Food and beverages meets
its value)

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 3.Price range are
within the budget of
the family/student
4. Reasonable price for
the overall dining
experience

AMBIANCE 5 4 3 2 1
1.Furnishings
2.Well decorated
3.Cleanliness
4.Restaurant cool
temperature

FOOD 5 4 3 2 1
1.Palatability
2.Plating and
presentation
3.Freshness of the food
4.Overall quality of
food

CUSTOMER SERVICE 5 4 3 2 1
1.Competent staffs
2.Courteous employees
3.Fast customer service
4.Rapid response to the
needs of customers

 How was your dining experience in Jybon Restaurant?

 What are your recommendations and suggestions to improve

their offerings?

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