2025 IJRSE – Volume 14 Issue 11
Divine Word College of San Jose Special Issue
Available Online: 27 May 2025
Author/s:
Gaudier, David Josh S.*
Divine Word College of San Jose, Philippines (davidgaudier20@gmail.com)
Anglo, Laurence Jude L.
Brane, John Lyster T.
Dimasakat, Clarisse N.
Orlino, Denver Adrian R.
Villeno, Jan Marlon M.
Galay-Limos, Jenny A.
Abstract:
Consumer demand continues to be the key factor behind the growth of the fast-food industry in San Jose, Occidental Mindoro. However, due to increasing competition, the fast-food industry must deliver excellent customer service to enhance customer satisfaction and ensure long-term business success. This study explores the relationship among customer service quality, customer satisfaction, and business growth of four local fast-food restaurants. A descriptive-correlational design was employed, utilizing researcher-made questionnaires to gather the necessary data. The findings reveal that the four service quality dimensions—responsiveness, reliability, empathy, and assurance—are critical elements that significantly affect customer satisfaction. Customers who experience consistent, attentive, and personalized service are more inclined to return, recommend the business to others, and leave positive feedback. These actions directly influence customer retention, drive sales, and foster greater brand loyalty. The research emphasizes the importance of fast-food companies investing in the development of employees, particularly in interpersonal communication and problem-solving skills. Furthermore, establishing feedback mechanisms and integrating information technologies to assess and enhance service processes is crucial for adapting to changing consumer demands. Businesses capable of resolving service issues are more likely to gain a competitive edge, maintain profitability, and ensure the sustainable growth of the local enterprise. These insights offer valuable recommendations for the management team, operators, and policymakers in formulating effective service-oriented strategies to optimize long-term customer satisfaction and encourage sustained organizational growth. Future studies may explore the long-term effects of service quality enhancements on market competitiveness and financial outcomes in broader industry settings.
Keywords: customer service, customer satisfaction, business growth, fast-food industries, service quality
DOI: https://doi.org/10.5861/ijrse.2025.25503
Cite this article:
Gaudier, D. J. S., Anglo, L. J. L., Brane, J. L. T., Dimasakat, C. N., Orlino, D. A. R., Villeno, J. M. M., & Galay-Limos, J. A. (2025). Effect of customer service on customer satisfaction and business growth in the fast-food industry in San Jose, Occidental Mindoro. International Journal of Research Studies in Education, 14(11), 21-31. https://doi.org/10.5861/ijrse.2025.25503
* Corresponding Author