000			02846nam a22002177a 4500
001			16931
003			OCLRC
005			20260731013049.0
008			260622t xxu||||| |||| 00| 0 eng d
040			_aOCLRC
082			_aT 647.94 2024 0117
100			_aOpinion, Christian Jancen V.
245			_aGap analysis between customer expectations and service performance perceptions in a coffee shop in Parañaque City: _bbasis for proposed guest experience program/ _cChristian Jancen V. Opinion, Andrei A. Blanco, Roniben S. Buenviaje, & Janna Paula B. Martinez.
260			_aParañaque City: _bOlivarez College, _c2025.
502			_aUndergraduate thesis
520			_aThis 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.
700			_aBlanco, Andrei J A.
700			_aBuenviaje, Roniben S
700			_aMartinez, Janna Paula B.
942			_cTHES _jT 647.94 2024 0117
999			_c16931 _d16931