| 000 -LEADER |
|---|
| fixed length control field |
05972nam a22003017a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20240413024505.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
240413b ||||| |||| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
|---|
| Language of cataloging |
English. |
| Transcribing agency |
CvSU-CCAT Campus Library. |
| Description conventions |
rda. |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
UM TX 911.3.M27 |
| Item number |
Ag33 2015 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Agasino, Monette O., author. |
| 9 (RLIN) |
10718 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
A case study: managing service quality in Malen's Pizza Pasta Bakeshop and Restaurant, Noveleta, Cavite / |
| Statement of responsibility, etc. |
Monette O. Agasino, Lizzette L. Risma, and Ma. Joyce Ann N. Sanchez. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Rosario, Cavite : |
| Name of publisher, distributor, etc. |
Cavite State University-CCAT Campus, |
| Date of publication, distribution, etc. |
2015. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiii, 50 leaves : |
| Other physical details |
illustrations ; |
| Dimensions |
28 cm |
| 500 ## - GENERAL NOTE |
|---|
| General note |
A Case Study (BSBM)--Cavite State University-CCAT Campus, 2015. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and appendices. |
| 520 ## - SUMMARY, ETC. |
|---|
| Thesis Abstract |
<a href="Agasino Monette O., Risma, Lizette L. and Sanchez, Ma.Joyce Ann N. A Case Study: Managing Service Quality in Malen's Pizza Pasta Bakeshop<br/>and Restaurant, Noveleta, Cavite. Undergraduate Thesis. Bachelor of Science in Business Management. Major in Marketing Management at Cavite State University, Rosario, Cavite. April 2015. Adviser: Mr. Arman M. Ambas.<br/>The study was conducted from November 2014 to February 2015 at Malen's Pizza Pasta Bakeshop and Restaurant located at 9025 Magdiwang Highway Noveleta, Cavite. The primary objective of this study is to assess the service quality of Malen's Pizza Pasta Bakeshop and Restaurant. Specifically, this study aims to determine the type of service and measure the service performance in terms of: 1.) food attendant; 2.) quality<br/>of the food and; 3.) restaurant. Evaluate customer satisfaction in terms of: 1.) food attendant based on being friendly and patient of the server when taking order, being attentive and available of the server when needed, communication skills, neatness of the server and service perform by the server; 2.) quality of the food based on palatability and aroma, presentation and variety of the food and; 3.) restaurant based on accessibility, parking, ambience and cleanliness. Conduct SWOT analysis of the business. And identify the problems encountered during the operational processes of the business.<br/> <br/> In this study various techniques were implied in order to obtain the necessary data. These include personal observation, interview and survey questionnaires for the customers that serve as<br/>primary data and the use of secondary data from marketing books, unpublished materials, master's thesis, magazine, internet and relevant information gain from Malen's Pizza Pasta Bakeshop and Restaurant.<br/><br/> The result of the survey was out of 50 participants, the rating of the customers on their satisfaction level based on the criteria of food attendant, quality of the food and restaurant were all very satisfied except on the criteria of being attentive and available of the server when needed, communication skills of the server and parking area of the restaurant, the rating of the customers were somehow satisfied. Through interview and observation the researchers find out that Malen's Pizza Pasta Bakeshop and Restaurant is a fine dining restaurant. The researchers also find out that Malen's encountered problems like the other restaurant. The problems encountered by Malen's are the following: lack of<br/>storage, stocks of raw materials, lack of manpower, lack of communication, menu layout and signage.<br/> <br/> The researchers would like to recommend to the criteria that has somehow satisfied result. The rating of the customers on their satisfaction level based on being attentive and available of the server when needed and communication skills of the server were somehow satisfied. They really need briefing exercise before and after the operation of the restaurant for them to inform what are the guidelines, rules and regulations during their working period and also to overcome those unexpected problems and to find an alternative solutions. Based on the parking area of the restaurant the rating of the customers were also somehow satisfied. Malen's is still looking forward towards the improvement of their location where locate a wide space for parking. This will solve the dissatisfaction of customer with regards to the convenience of parking. The researchers would like to recommend to the owner that the garden of the restaurant will serve as an<br/>alternative parking area for the customers during regular days. They also wanted to recommend to the problems that Malen's encountered. Lack of storage is one of the problems that Malen's encountered, solution for that was customization or renovation of the store and kitchen storage. For frozen goods they really need to buy an additional freezer for that. Followed by stocks of raw materials, daily inventory process is the visible solution for that problem. Lack of manpower is also their problem because regular employees of Malen's are limited, the solution for that was an on-call employees that is free and willing to help for the day they need. Menu layout is also their problem, change the color of background into Iight, readable texts, and add pictures of menus are the solution. Lastly, signage is also a problem of Malen's, billboard is one of the examples of visible outdoor signage where the travelers can find Malen's as a place where foods are unique product. For indoor signage they can use full size menu board were they can indicates their best seller or menu of the day.">Agasino Monette O., Risma, Lizette L. and Sanchez, Ma.Joyce Ann N. A Case Study: Managing Service Quality in Malen's Pizza Pasta Bakeshop<br/>and Restaurant, Noveleta, Cavite. Undergraduate Thesis. Bachelor of Science in Business Management. Major in Marketing Management at Cavite State University, Rosario, Cavite. April 2015. Adviser: Mr. Arman M. Ambas.<br/>The study was conducted from November 2014 to February 2015 at Malen's Pizza Pasta Bakeshop and Restaurant located at 9025 Magdiwang Highway Noveleta, Cavite. The primary objective of this study is to assess the service quality of Malen's Pizza Pasta Bakeshop and Restaurant. Specifically, this study aims to determine the type of service and measure the service performance in terms of: 1.) food attendant; 2.) quality<br/>of the food and; 3.) restaurant. Evaluate customer satisfaction in terms of: 1.) food attendant based on being friendly and patient of the server when taking order, being attentive and available of the server when needed, communication skills, neatness of the server and service perform by the server; 2.) quality of the food based on palatability and aroma, presentation and variety of the food and; 3.) restaurant based on accessibility, parking, ambience and cleanliness. Conduct SWOT analysis of the business. And identify the problems encountered during the operational processes of the business.<br/> <br/> In this study various techniques were implied in order to obtain the necessary data. These include personal observation, interview and survey questionnaires for the customers that serve as<br/>primary data and the use of secondary data from marketing books, unpublished materials, master's thesis, magazine, internet and relevant information gain from Malen's Pizza Pasta Bakeshop and Restaurant.<br/><br/> The result of the survey was out of 50 participants, the rating of the customers on their satisfaction level based on the criteria of food attendant, quality of the food and restaurant were all very satisfied except on the criteria of being attentive and available of the server when needed, communication skills of the server and parking area of the restaurant, the rating of the customers were somehow satisfied. Through interview and observation the researchers find out that Malen's Pizza Pasta Bakeshop and Restaurant is a fine dining restaurant. The researchers also find out that Malen's encountered problems like the other restaurant. The problems encountered by Malen's are the following: lack of<br/>storage, stocks of raw materials, lack of manpower, lack of communication, menu layout and signage.<br/> <br/> The researchers would like to recommend to the criteria that has somehow satisfied result. The rating of the customers on their satisfaction level based on being attentive and available of the server when needed and communication skills of the server were somehow satisfied. They really need briefing exercise before and after the operation of the restaurant for them to inform what are the guidelines, rules and regulations during their working period and also to overcome those unexpected problems and to find an alternative solutions. Based on the parking area of the restaurant the rating of the customers were also somehow satisfied. Malen's is still looking forward towards the improvement of their location where locate a wide space for parking. This will solve the dissatisfaction of customer with regards to the convenience of parking. The researchers would like to recommend to the owner that the garden of the restaurant will serve as an<br/>alternative parking area for the customers during regular days. They also wanted to recommend to the problems that Malen's encountered. Lack of storage is one of the problems that Malen's encountered, solution for that was customization or renovation of the store and kitchen storage. For frozen goods they really need to buy an additional freezer for that. Followed by stocks of raw materials, daily inventory process is the visible solution for that problem. Lack of manpower is also their problem because regular employees of Malen's are limited, the solution for that was an on-call employees that is free and willing to help for the day they need. Menu layout is also their problem, change the color of background into Iight, readable texts, and add pictures of menus are the solution. Lastly, signage is also a problem of Malen's, billboard is one of the examples of visible outdoor signage where the travelers can find Malen's as a place where foods are unique product. For indoor signage they can use full size menu board were they can indicates their best seller or menu of the day.</a> |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
In English text. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry -- Management. |
| 9 (RLIN) |
10719 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service quality. |
| 9 (RLIN) |
9005 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service quality management. |
| 9 (RLIN) |
9026 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Risma, Lizette L., author. |
| 9 (RLIN) |
10720 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sanchez, Ma. Joyce Ann N., author. |
| 9 (RLIN) |
10721 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ambas, Arman M., adviser. |
| 9 (RLIN) |
6624 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ventura, Elizabeth A., technical critic. |
| 9 (RLIN) |
10099 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Thesis/Manuscripts/Dissertations |
| Classification part |
TX 911.3.M27 Ag33 2015 |
| Call number prefix |
UM |
