ASIAN INSTITUTE OF MARITIME STUDIES
Pasay City
BEST PRACTICES OF RESTAURANT-CUSTOMER
SERVICE DURING THE PANDEMIC
By:
Lord Kevin M. Gegrimos
Jayvee Gile
Jerome Noble
John Jefferson Sunga
Research Adviser:
Juan Martin R. Guasch
CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
Introduction
The COVID-19 pandemic has resulted in a significant loss of life and poses an unprecedented
threat to food systems, public health, and the workplace. Devastating economic and social disruption
brought on by the pandemic. The COVID-19 pandemic has led to a dramatic loss of human life
worldwide and presents an unprecedented challenge to public health, food systems and the world of
work. The economic and social disruption caused by the pandemic is devastating.
The significance of various forms of best practices of customer service quality in promoting
corporate performance, including the various strategies restaurants employ to enhance their customer
service quality, has begun to be taken into consideration by researchers. With the help of facilitators, we
anticipate that the best practices of customer service quality in various fast-food restaurant during
pandemic will have a significant impact on both the conditional effects and how much those effects are
factored into customer satisfaction. This justification leads us to examine how customer service
practices impact customer’s pleasure at different level of customer orientation and restaurant image
during the COVID-19 pandemic. Our strategy is particularly important to efforts to sustain long-term
restaurant business because the pandemic outbreak substantially changed consumer behavior.
The COVID-19 pandemic has made it necessary for marketers looking to increase customer
satisfaction to comprehend how customers decide which types of service quality are essential in the
context of physical distance and lockdowns. The capacity of restaurants to support these interactions
must be improved because eating out is a fun way to celebrate and form social bonds. In order to better
understand how restaurants should manage service quality, customer satisfaction, and other important
elements in the COVID-19 era, more research on the subject is vital from a practical standpoint.
Restaurants can increase their focus on the client by making investments in programs to
improve customer service. Another key predictor of quality is the appearance of a restaurant.
Based on these two notions, we anticipate that various customer perceptions of the service
quality-satisfaction connection will arise. This research wants to know about the impact of
Covid-19 in customers service in various restaurants in Pasay, and what kind of customer service
they were implemented to lead their restaurant and survive in times of discussion on closure of
restaurants.
Background of the Study
This study shows how did the restaurants became effective on serving the customers during pandemic.
which all over in the Philippines uses online payments and food deliveries. However, many abuses on
food deliveries came out and some of them cannot do anything because they cannot take back the
money that they spent on the ordered food. and it shows how hard it is to serve customers during
pandemic because of the fake booking that the riders encounter. Even though it happens there are some
kindhearted people who buy the food that is fake booked.
There are positive and negative sides in how the restaurants serve the customers during pandemic. The
positive side is the restaurants became more efficient because of the effect of the pandemic. The
negative side is some of the restaurants get limited stocks of supplies because the people cannot work
outside to produce ingredients.
The situation above is where the restaurants became efficient by providing food to customers via food
deliveries even though. There are some shortages of ingredients, where they will create new dishes with
the use of the limited stock of ingredients. Also, during the pandemic there are small restaurants that
appeared out of nowhere with cheaper prices to serve the customers the food they want.
Theoretical Framework
To procure some understandings of what the citizens of Pasay city actually want
To have contingency measures in case of the arrival of a similar disaster.
To have a broad understanding to the amount of a methods effectiveness in different scenarios.
Conceptual Framework
Process Output
Input
The researcher will The best practices of
to identify the reason
conduct an survey customer service of
behind the
and interview to restaurant in pasay.
effectiveness of
selected restaurants
customer service in
in Pasay by asking
selected restaurant in
questions to answer
Pasay.
and sending them
questionnaires.
Statement of the Problem
1. What solution were created to maintain good customer service despite of lacking
the face-to-face contact?
2. How did the restaurants satisfy the customers for their customer service?
3. What seminars were provided by restaurants during the pandemic?
Hypothesis
The actions of selected restaurants in Pasay in customer service during pandemic are
effective.
The actions of selected restaurants in Pasay in customer service during pandemic are not
effective.
There are no difference in customer service before and during the pandemic.
Scope and Limitations of the Study
Fast-food restaurants; a restaurant that serves mildly priced food with good casual atmosphere. Our
target is to find out the solutions or methods restaurants had used to try to salvage their business in the
direst of times. We had set our eyes on restaurants within Pasay City together with the establishment
being one from which a patron will order from the counter, excluding dining establishments that use the
so called “sit-down restaurant style” and has a minimum of 10 to 20 seating capacity, along with the
restaurant being a small or medium business.
Significance of the Study
The hospitality industry suffered a massive blow because of the virus known as COVID-19 virus. The Food
and beverage service is one of the pillars of the hospitality industry that got hit significantly. Restaurants
around in Pasay City were severely wounded because of the pandemic. The study makes some important
contributions to future researchers and maybe business handlers. The findings of this study will provide
others the different methods restaurants took to strive amidst the pandemic. Methods that were the
most effective and also ineffective will be studied in our research to give insights to others that will be of
need of it. The significance of our findings to this study is, it will give the idea of what is the best
methods one could use in a particular situation and when not to use it when business is in conflict.
