Gap analysis between customer expectations and service performance perceptions in a coffee shop in Parañaque City: (Record no. 16931)

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fixed length control field 02846nam a22002177a 4500
001 - CONTROL NUMBER
control field 16931
003 - CONTROL NUMBER IDENTIFIER
control field OCLRC
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20260731013049.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
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040 ## - CATALOGING SOURCE
Original cataloging agency OCLRC
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number (Call Number) T 647.94 2024 0117
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Opinion, Christian Jancen V.
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Blanco, Andrei J A.
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Buenviaje, Roniben S
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Martinez, Janna Paula B.
245 ## - TITLE STATEMENT
Title Gap analysis between customer expectations and service performance perceptions in a coffee shop in Parañaque City:
Sub Title basis for proposed guest experience program/
Statement of responsibility, etc. Christian Jancen V. Opinion, Andrei A. Blanco, Roniben S. Buenviaje, & Janna Paula B. Martinez.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc. Parañaque City:
Name of publisher, distributor, etc. Olivarez College,
Date of publication, distribution, etc. 2025.
502 ## - DISSERTATION NOTE
Dissertation note Undergraduate thesis
520 ## - SUMMARY, ETC.
Summary, etc. This study explored the gap between expectation and perceived service performance in selected coffee shops in Paranaque City. The primary aim was to use the finding as a foundation for developing a proposed Guest Experienced Program. Adopting a quantitative research design, the study utilized a structured survey questionnaire based on the SERVQUAL model by Parasuraman et al. (1988), which evaluates five key dimensions of service quality:tangibility:reliability, responsiveness, assurance, and empathy. The survey was conducted among 150 respondents, primary Generation Z students, to assess how actual service delivery aligned with customer expectation within these local coffee shops. The results revealed that customers generally held high expectations, particularly in areas such as cleanliness (tangibility), consistent service (reliability), and emotional sensitivity (empathy). While overall perceptions of service performance were positive across all SERVQUAL dimensions, minor gaps were identified- most notably in responsiveness and personalized interaction. These discrepancies suggest that while customers were largely satisfied, their expectation slightly surpassed the actual service experience, especially in moments requiring quick staff response and individualized attention. Through gap analysis, the study identified specific areas needing improvement, including staff availability, proactive customer engagement, and emotional connection with guests. In response, the researchers proposed a comprehensive Guest Experience Program aimed at enhancing service quality by focusing on responsiveness, empathy, and consistency. This program includes targeted staff training, feedback mechanisms, and revised operational protocols. The study concludes that effectively closing the gap between customer expectation and perceived performance is crucial for improving customer satisfaction, building loyalty, and gaining a competitive edge in the local coffee shop industry.
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Theses/Dissertation
Location (call number prefix code) T 647.94 2024 0117
Holdings
Withdrawn status Lost status Piece physical condition (Damaged Status) Not for loan Home library Current library (holdingbranch) Date acquired Total checkouts Full call number Date last seen Price effective from Koha item type
        Olivarez College Learning Resource Center General Reference And Serial Section 07/31/2026   T 647.94 2024 0117 07/31/2026 07/31/2026 Theses/Dissertation