Service Quality Management of a Coffee Shop in Bayombong, Nueva Vizcaya

Ralph Dave C. Apigo, Trixia Kae A. Almonte, Nicole E. Beltran, Shyna Mae L. Dela Cruz, Krystel Natalie B. Pascua, Lhenzel Joy P. Racimo and Harrison T. Villanueva
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Ralph Dave C. Apigo: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Trixia Kae A. Almonte: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Nicole E. Beltran: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Shyna Mae L. Dela Cruz: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Krystel Natalie B. Pascua: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Lhenzel Joy P. Racimo: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines
Harrison T. Villanueva: Saint Mary’s University, Bayombong, Nueva Vizcaya, Philippines

International Journal of Research and Innovation in Applied Science, 2024, vol. 9, issue 6, 185-193

Abstract: Service quality is considered critical to any modern business because it contributes to higher customer satisfaction, business profitability, and improved customer loyalty. The research aimed to determine the service quality management practices of a coffee shop. The study employed a mixed-methods approach, combining descriptive-quantitative and qualitative research methods to comprehensively analyze the coffee shop’s service quality management practices. The respondents involved were college students from a university who were purposively selected based on their familiarity with the coffee shop’s services and willingness to provide feedback on service quality. Findings reveal that while the coffee shop demonstrates commendable service quality management practices in reliability, tangibility, empathy, and responsiveness, it shows gap in assurance. Despite consistently exceeding customer expectations, ongoing improvement in day-to-day service delivery is needed to further enhance the overall customer experience. Coffee shops face various challenges in meeting customer satisfaction, including anticipating and exceeding customer demands, prompt issue resolution, ensuring accessible layouts, demonstrating empathy, and handling complaints professionally. Overcoming these challenges requires unwavering commitment from both management and staff to consistently deliver exceptional service and cultivate enduring customer loyalty. Implementing key recommendations based on the SERVQUAL framework, such as prioritizing customer feedback, continuous staff training, and maintaining service standards, can significantly enhance service quality and lead to a more satisfying customer experience.

Date: 2024
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