Food Quality, Service Quality, and Quality on Customer Satisfaction and Loyalty on Coffee Shops in Intramuros Manila

Abstract

For millions of people worldwide, coffee has become an essential component of their everyday routines, with its rich cultural origins, colorful history, and strong, satisfying flavor. A welcoming coffee shop in Intramuros, Manila combines history with comfort, allowing you to sip your coffee while enjoying the ambiance for both locals and tourists. About 402 customers answered the survey instrument adapted from Duman (2020). With results revealing 77.1% of the respondents rated the overall quality in terms of customer satisfaction, food, service, ambiance, and technology and digital service delivery to be “excellent”. The cleanliness of the area and the staff, who looks neat and well-dressed, taking order properly were amongst the strengths highlighted. On the other hand, innovations in utilizing technologies were the key areas for improvement. It was also found that there was no significant difference in the assessment of the respondents based on their demographic profile, but a clear variation was evident based on the coffee shops itself. Staff training plays an essential role to guarantee exceptional service and utilize technology to improve digital conveniences. Creating a Filipino heart-felt atmospheres anchored with iconic and remarkable cuisines therefore is non-negotiable. Researchers believe that by adding personalized, aesthetic, and historical touches to these insights, coffee shop owners would be able to dive to even more engaging and memorable experience within the walled city of Manila.

Keywords: Coffee Shop, Intramuros, Quality, Customer Satisfaction

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