ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
THE IMPACT OF FOOD SERVICE IN THE HIRAYA RESTAURANT TO THE
CUSTOMER.
An Undergraduate Research Study Presented to the College of Hotel Management
ICCT Colleges Foundation Incorporated.
In partial fulfillment of the requirements for the degree of Bachelor of Science in
Hospitality Management.
Lonilyn P. Abello
Adrienne A. Onan
John Ryan Veranda
Via Monique F. De Castro
Trisha R. Quilang
Luzvimenda D. MABANAN
JULY 2022
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
THE APPROVAL SHEET
Research about The impact of food service in the Hiraya Restaurant to the
customer in Hospitality Industry prepared and submitted by ABELLO, LONILYN P,
ONAN, ADRIENNE A, VERANDA, JOHN RYAN, DE CASTRO, VIA MONIQUE F,
QUILANG, TRISHA R, MABANAN, LUZVEMINDA D.
In partial fulfillment of the requirements for the degree of Bachelor of Science in
Hospitality Management is hereby endorse for approval.
ROMMEL T. DASALLA
RESEARCH ADVISER
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOLL OF HOSPITALITY AND TOURISM MANAGEMENT
ACKNOWLEDGEMENT
This research would not have been possible without the support of many people.
We would like to thank first and foremost to our beloved Almighty God for his wisdom
and guidance for helping us surpass all the trials that we encountered and to pursue this
to make this study possible.
We would like to express our sincere gratitude to our research adviser, Professor
Rommel T. Dasalla for his guidance, patience, motivation and knowledge. Thank you for
encouraging our research and for allowing us to grow as a researcher and as an
individual.
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
DEDICATION
This study is wholeheartedly dedicated to our Almighty God, thank you for the
guidance, strength, power of mind, protection and skills for the giving us a healthy life.
To our respective parents who have been our constant source of inspiration. And gave
us strength when we thought of giving up. Without their love and support this research
would not been made possible.
And lastly, we dedicate this research to our research adviser, Mr. Rommel T. Dasalla,
for his enormous effort and patience to guide us throughout the research and helped us
to better understand the key points of the research. Moreover, to our friends and
classmates who dedicate their time and effort to helped us finish this research.
.
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
ABSTRACT
ICCT COLLEGES FOUNDTION INC.
V.V. SOLIVEN AVENUE, CAINTA RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
TABLE OF CONTENTS
Acknowledgement……………………………………………………………………
Dedication……………………………………………………………………………
Table of contents……………………………………………………………………
Chapter I: THE PROBLEM AND ITS BACKGROUND
Introduction……………………………………………………………………………….
Significance of the Study……………………………………………………………….
Statement of the Problem……………………………………………………………….
Assumption and Hypothesis of the Study…………………………………………….
Scope and Delimitation of the Study………………………………………………….
Definition of Terms……………………………………………………………………….
Chapter II: REVIEW RELATED LITERATURE
LOCAL
Literature…………………………………………………………………………………
Foreign Literature……………………………………………………………………….
Chapter III: METHOLOGY AND SOURCE OF DATA
Research Design……………………………………………………………………….
Respondents of the Study…………………………………………………………….
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Instrumentation………………………………………………………………….
Likert Scale……………………………………………………………………
Chapter IV: FREQUENCY AND PERCENTAGE DISTRIBUTION OF THE
RESPONDENTS TERMS OF SELECTED VARIABLES
Table 1 (Age of Respondents)………………………………………………..
Table 2 (Gender of Respondents)……………………………………………
Table 3 (Impact of Social Media on Small Business)……………………..
Table 4 (Type of Business you are interested at)………………………….
Table 5 (Promoting your Business in Social Media)………………………
Chapter V: SUMMARY, CONCLUSION AND RECOMMENDATION
Summary of Findings………………………………………………………….
Conclusion…………………………………………………………………….
Recommendation……………………………………………………………….
Appendix…………………………………………………………………………
Survey Questionnaire………………………………………………………….
Consent Letter………………………………………………………………….
Researchers Curriculum Vitae…………………………………………………
Bibliography………………………………………………………………………
Researchers Narrative Report………………………………………………….
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
LIST OF TABLES
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
LIST OF FIGURES
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
CHAPTER I: THE PROBLEM AND ITS BACKGROUND
This chapter deals with the Introduction, Significance of the Study, Statement of the
Problem, Assumption and Hypothesis, Scope and Limitations, and Definition of terms.
INTRODUCTION
The food service industry is now flourishing business among other industries. It caters
millions of people every day. Fast food centers, canteens, restaurants or even
carenderias can be found wherever the school, work, hospitals, or other
establishments. Food service is now the leading industry with its own development with
various operations.
A new food service business requires well-thought out plans, specifications, lay-out,
marketing, trends studies and future contingencies. This kind of establishment also
employs materials and people to achieve this primary goal of quality food and excellent
service. It has to protect the health and welfare of both its personnel and customers.
Thus, the highest possible standards of cleanliness and safety must be observed.
Menu planning plays its vital role in the success of the food service both from the
financial point of view and gaining goodwill of clienteles, employees, and the general
public. To customers, the menu should yield variety and eye appeal, while the
management, it must consider food costs and availability of food and equipment.
Food should be prepared with suitable utensils on surfaces that have been cleaned,
rinsed and sanitized to prevent contamination from other food.
In Hiraya Restaurant, along Pag-asa, Binangonan, Rizal, this famous Restaurant
providing Filipino cuisine that most of their guests were recommend their best foods like
cooked fish, sisig, fish & chips. etc.
The owners of this restaurant oversee the day-to-day operations of a restaurant,
managing staff, resolve customer issues and work to make the establishment profitable.
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
Their overarching goal is to make sure that the customers are satisfied with their food
And that the restaurant turns a profit.
They always monitor the kitchen staff as they prepare, cook and present that meals,
monitoring the wait staff as they serve customers and working with the cleaning staff to
make sure everything is up to food health safety standards.
The staff of this restaurant are friendly and patient with their customers. They always
make sure the customers are comfortable and enjoying their visit and always give them
attentive service.
Sometimes delays are inevitable, especially on busy nights, but their good service
professionals never let their diners feel overlooked. They always check their customers,
give updates on the status of their orders, and continually monitor their beverages. They
offer free appetizer or extra bread if an order is taking an exceptionally long time.
Sometimes, mistakes happen but their good customer service make it right as soon as
possible. They always apologize their errors and serious delays, and offer price
reductions or free dessert.
The purpose of this research is to know the customer’s overall satisfaction to their food
service in Hiraya Restaurant.
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA, RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
SIGNIFICANCE OF THE STUDY
This study would be beneficial to the following:
Students – This study will result in efficient and reliable source of information that
would help students to have a better understanding on how importance the hygienic
practices and sanitation in a food service establishment.
School Administrator – This study will provide information in better understanding of
food safety, sanitation and hygiene. Thus, the school administrator may gain additional
knowledge regarding hygienic practices and sanitation guidelines to prevent food
contamination, food spoilage and food poisoning.
Researcher – It serves as a foundation of knowledge, as to learn and understand on
how sanitation procedures and hygienic practices have an important role in a food
service industry.
Future Researcher – this study it serves as a basis in conducting further researcher
related to this study and importantly, this research will educate people who work in a
food service industry on how to be responsible to their work as they provide foods to the
customers that contribute to food safety.
STATEMENT OF THE PROBLEM
This study aims to determine The Impact of Food Service in the Hiraya Restaurant to
the Customer on Hospitality Industry. Therefore, is intended to answer the following
questions:
1. What are the good benefits of having a good service at Hiraya Restaurant based on:
1.1 income
1.2 demand
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
1.3 expenses
1.4 inventory
2. What are the impact of the service of Hiraya Restaurant to the customer?
3. What are the importance of having a good conversation in the customer?
4. What are the challenges facing a good customer?
5. How does good service affects the number of customer?
ASSUMPTIONS AND HYPOTHESIS OF THE STUDY
The effect of food service on the customer has a huge impact on helping the growth of
the restaurant and it can also help to make the activities in the restaurant easier. The
food service in a restaurant has a lot of capabilities. Due to the food service, the number
of customers may increase due to customers satisfaction and it will gain more positivity
to the rate of the business. Some benefits of having a good and accurate food service
can lead on creating a satisfied customer, and the customer might likely to recommend
the business to others. It also can provide good communication with employees and
customers.
Providing good communication may lead to a good start, if you have a food service in
your restaurant you should establishes and maintain trust between the customer and
staff. And make the staff and customer more united.
When you have food service in a restaurant you can keep it clean and you can keep the
restaurant tidy, and you can make sure that the place where you eat is tidy. It is better
to have an excellent food service for the best and for everyone to be organized.
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM
MANAGEMENT
SCOPE AND DELIMITATION OF THE STUDY
This study mainly focus on the impact of food service in the hiraya restaurant to the
customer.
This study entitled "The Impact of Food Service in the Hiraya Restaurant to the
Customer" the respondent of the study will be focus on the customers who has
experiences on the restaurant. Their experiences and suggestions will be used and
helped a lot to the future customers.
This study we were selected 50-100 respondents around Pag-asa, Binangonan, Rizal,
which will be chosen by the researchers via online surveys or through emails.
This study will commence on June 2022 and is expected to conclude on July 2022.
DEFINITION OF TERMS
For the better understanding of the study, the following terms are define in the context
of this research.
TERMINOLOGIES
Customer – This refers to the individuals and businesses that purchase goods and
services from another business.
Food Service – This refers to the food and beverages that are consumed out of the
home.
Customer satisfaction – It is a measure of how products and services supplied by a
company meet or surpass customer expectation.
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Service – This refers to the advice and assistance you provide to your customers. Is a
combination of communicating with your customers and also giving them your undivided
attention.
Casual restaurants – Restaurant that serves moderately-priced food in a casual
atmosphere.
Casual upscale restaurants – Similarly to casual dining, they typically feature a dining
room section and a lounge section with multiple screens. They are typically found
downtown or in shopping districts and attract young professionals and millennial’s with
an urban ambiance. Premium casual restaurants carry a wide range of menu options
including burgers, steaks, seafood, pizza, pasta and Asian foods.
Commercial food service – Commercial food service, sometimes referred to as
market-oriented food service, is the largest and most recognizable form of food service
operation in the world, accounting for approximately 77% of food expenditures outside
of people’s homes. You’ll recognize commercial food service operations as you drive
around your town and down the highway, with large, fluorescent signs advertising
hamburgers, pizza, and sub sandwiches.
Family restaurants – An eating establishment that serves relatively simple food at
reasonable prices, and welcomes children as well as adults.
Food trucks/street food – is ready-to-eat food or drink sold by a hawker, or vendor, in
a street or other public place, such as at a market or fair. It is often sold from a portable
food booth, food cart, or food truck and meant for immediate consumption.
Hyper-local sourcing – is food grown, processed, and consumed at the neighborhood
level of a community.
Non-commercial food service – found in corporations, healthcare facilities, schools,
and military or government installations.
Quick casual restaurants – found primarily in the United States, does not offer full
table service, but advertises higher quality food than fast-food restaurants, with fewer
frozen or processed ingredients. It is an intermediate concept between fast food and
casual dining, and usually priced accordingly.
Quick service restaurants – is a specific type of restaurant that serves
fast food cuisine and has minimal table service. The food served in fast-
food restaurants is
ICCT COLLEGES FOUNDATION INC.
V.V. SOLIVEN AVENUE, CAINTA RIZAL
INTERNATIONAL SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
typically, part of a “meat-sweet diet”, offered from a limited menu, cooked in bulk in
advance and kept hot, finished and packaged to order, and usually available for take
away, though seating may be provided.
Theme restaurants – restaurants in which the idea for the restaurant takes priority over
everything else. It influences the architecture, food, music, and overall “feel” of the
restaurant. The food usually takes a backseat to the presentation of the theme.
Upscale/fine dining restaurants – also referred to as white-tablecloth restaurants, are
typically higher-end and fancier restaurants. As opposed to casual eateries, cafes or
family-style restaurants, fine dining caters to an upscale clientele and provides the
highest quality of food.