Philippine Copyright 2017

by the Author
and the
College of Business Administration
Polytechnic University of the Philippines

All rights reserved. Portions of this manuscript may be reproduced with proper
referencing and due acknowledgement of the author
 THE CUSTOMER SERVICE OF DOMINOS PIZZA IN
SELECTED CITIES IN METRO MANILA

A Thesis
Presented to the Faculty of the College of Business Administration
Polytechnic University of the Philippines
Sta. Mesa, Manila

In Partial Fulfillment of the Requirements for the Course

MARK 4113 Thesis Writing

by

John Vincent M. Cruz

March 18, 2017

2
 CERTIFICATION

This dissertation entitled THE CUSTOMER SERVICE OF DOMINOS

PIZZA IN SELECTED CITIES IN METRO MANILA prepared and submitted by
JOHN VINCENT M. CRUZ in partial fulfillment of the requirements for the course
MARK4113 THESIS WRITING has been examined and recommended for Oral
Examination.

Evaluation Committee

PROF. ANTONIO ALCANTARA, PhD

Adviser

NAME OF EVALUATOR NAME OF EVALUATOR

Member Member

APPROVAL

Approved by the Panel on Oral Examination on March 18, 2017 with

the grade of _______

NAME OF PANEL CHAIR, PhD

Chair

NAME OF PANEL MEMBER, PhD NAME OF PANEL MEMBER, DBA

Member Member

Accepted in partial fulfillment of the requirements for MARK4113 THESIS

WRITING

NAME OF DEAN, DPA

Dean

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 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis entitled

THE NEW BRANDING OF PHILIPPINE LOND DISTANCE TELEPHONE INC.

OR PLDT INCOPORATED for the course MARK4113 THESIS WRITING at the

Polytechnic University of the Philippines embodies the results of original and

scholarly work carried out by the undersigned. This dissertation does not contain

words or ideas taken from published sources or written works that have been

accepted as basis for the award of a degree from any higher education

institution, except where proper referencing and acknowledgement were made.

John Vincent M. Cruz

Researcher
18 March 2017

4
ACKNOWLEDGEMENT

5
 ABSTRACT

Title : The customer service of Dominos Pizza in

selected cities in Metro Manila

Researcher : John Vincent M. Cruz

Course : MARK4113 Thesis Writing

Institution : Polytechnic University of the Philippines

Year : 2017

Adviser : Prof. Antonio Alcantara, PhD

The Problem

The study aims to know the level of satisfaction on the customer service of

Dominos Pizza in selected cities in Metro Manila.

Research Methodology

Purposive Sampling Method, also known as judgment, selective or

subjective sampling was used by the researchers in choosing the respondents

that will answer the questionnaire. Researchers often believe that they can

gather the data using their own judgement by choosing who among many

potential respondents can answer the questionnaire that will represent the

answer of the other subscribers.

The main instrument used by the researcher is the Questionnaire. The

final set of the questionnaires contained questions which will answer the major

purpose of the study. It has 2 parts; first is the profile of the respondents, the

second part is the respondents assessment.

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 The statistical tools that used in the study are Frequency Distribution,

Percent Distribution, and ANOVA or the Analysis of Variation (T-Test ratio and P-

Test ratio).

Findings

Profile of the Respondents as to age, 16-20 years old got the highest

frequency of 291 or a percentage of 72.8%, whereas 34-39 years old got

the lowest frequency of 8 or a percentage of 2.0%; as to sex, Female got

the highest frequency of 237 or a percentage of 59.2%, whereas Male got

the lowest frequency of 163 or a percentage of 40.9%; as to civil status,

Single got the highest frequency of 324 or a percentage of 81.0%,

whereas Married got the lowest frequency of 76 or a percentage of 19.0%;

and as to frequency of buying, Occasionally got the highest frequency of

250 or a percentage of 62.5%, whereas 2-3 times a month got the lowest

frequency of 47 or a percentage of 11.7%.Assessment on Customer

Service of Dominos Pizza. As to facilities and equipment, Air Conditioning

got the highest with 3.82 weighted mean, while Tables and chairs got the

lowest with 3.75 weighted mean; as to employees, Grooming and attire

got the highest with 3.86 weighted mean, whereas Service got the lowest

with 3.82; as to food, Taste got the highest with 4.04 weighted mean,

whereas Appearance got the lowest with 3.99 weighted mean; and as to

delivery service. Convenience got the highest with 3.82 weighted mean,

whereas Availability got the lowest with 3.70 weighted mean.

Significant Difference

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 As to age, the hypothesis was accepted; as to sex, the hypothesis was

accepted; as to civil status, the hypothesis was accepted; and as to

frequency of buying, the hypothesis was accepted.

Conclusions

Based on the findings, the most of the respondents are 16-20 years old; more

female buy pizza; more single are buying; and majority are buys occasionally.

Assessment on Customer Service of Dominos Pizza. In terms of facilities and

equipments, the grand mean is 3.77; in terms of employees, the grand mean is

3.84; in terms of food, the grand mean is 4.01; and in terms of delivery service,

the grand mean is 3.76. Significant Difference. There is no significant difference

in the respondents assessment of the customer service of Dominos Pizza

when they are grouped according to profile.

Recommendations

Based from the conclusions drawn, the following recommendations were

given. Since the survey resulted that most customers are 16-20 years old, they

should create a promo for the working age so that they can attract more older

people to buy their product. As the survey revealed that the tables and chairs got

the lowest weighted mean on the facilities and equipment, I think it would be

better if they can have a chair and tables that can attract the people.The

company must provide better delivery service so that the past complain wont

happen again

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 TABLE OF CONTENTS

Page

TITLE PAGE i
CERTIFICATION AND APPROVAL SHEET . ii
CERTIFICATION OF ORIGINALITY .. iii
ACKNOWLEDGEMENTS . iv
ABSTRACT .. v
TABLE OF CONTENTS . ix
LIST OF FIGURES . xi
LIST OF TABLES .... xii
LIST OF APPENDICES .. xiv

Chapter 1 THE PROBLEM AND ITS BACKGROUND

Introduction . 1
Background of the Study .. 2
Theoretical Framework . 3
Conceptual Framework . 5
Statement of the Problem . 5
Hypothesis .. 6
Scope and Limitations .. 6
Significance of the Study .. 6
Definition of Terms 7

Chapter 2 REVIEW OF RELATED LITERATURE AND STUDIES

Foreign Literature .. 8
Local Literature .. 11
Foreign Studies . 12
Local Studies .. 14
Synthesis of the Reviewed Literature and
Studies . 15

Chapter 3 RESEARCH METHODOLOGY

Research Design ..
Population and Sampling ....
Research Instruments ..
Ethical Consideration ...
Statistical Treatment of Data ..

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Chapter 4 Presentation, analysis and interpretation of data
Profile of the respondents.. 22
Respondents Level of Satisfaction. 25
Significant Difference in the Respondents
Level of Satisfaction . 28

Chapter 5 Summary of findings, conclusion and recommendation

Summary of Findings.. 32
Conclusions.. 34
Recommendations.. 34
Bibliography 36

APPENDICES

Appendix 1: Sample Survey Questionnaire .. 37

BIBLIOGRAPHY

APPENDICES

Appendix 1 Questionnaire .
Appendix 2 Curriculum Vitae .

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 LIST OF FIGURE

Number Title Page

1 Theoretical figure 3
2 IPO Model 5

LIST OF TABLES

Number Title Page

11
1 Frequency and Percent Distribution of the 22
Respondents by Age

2 Frequency and Percent Distribution of the 23

Respondents by Sex

3 Frequency and Percent Distribution of the 24

Respondents by Civil Status

4 Frequency and Percent Distribution of the 24

Respondents by Frequency of Buying

5 Respondents Level of Satisfaction on the Customer Service of 25

Dominos Pizza in Terms of Facilities and Equipment

6 Respondents Level of Satisfaction on the Customer 26

Service of Dominos Pizza in Terms of Employees

7 Respondents Level of Satisfaction on the Customer 27

Service of Dominos Pizza in Terms of Food

8 Respondents Level of Satisfaction on the Customer Service of 28

Dominos Pizza in Terms of Delivery Service

9 Significant Difference in the Respondents Level of Satisfaction on the 28

Customer Service of Dominos Pizza by Age

10 Significant Difference in the Respondents Level of Satisfaction on the 29

Customer Service of Dominos Pizza by Sex

11 Significant Difference in the Respondents Level of Satisfaction on the 30

Customer Service of Dominos Pizza by Civil Status

12. Significant Difference in the Respondents Level of Satisfaction on the 31

Customer Service of Dominos Pizza by Frequency of Buying

LIST OF APPENDICES

Number Title Page

12
1 Questionnaire

2 Curriculum Vitae

13