Customer Satisfaction Survey on the New Normal Dine-In Experience in Selected Fast-Food Restaurants in Lucena City

Customer satisfaction plays an important role in business. Not only it is the leading indicator to measure customer loyalty and identify unhappy customers, but it is also a key point of differentiation that helps attract new customers in competitive business environments. As new normal is implemented, satisfaction in the service quality was still vital. Customers are still looking if the food is served and handed to them properly. Satisfaction is a person’s feeling of fulfillment of a need or want (Merriam-Webster, n.d.). If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation customer is satisfied. `The study understood the level of satisfaction of the customer’s new normal dine-in experience in selected fast-food restaurants in Lucena City. The data that the researchers gathered for this study provides information for the restaurant staff to be aware of the food being served especially on the methods of preparation and cooking, food handling practices and types of service, customers’ preferences for different food attributes, and the nutritive value of food. In this study, a quantitative approach was used, and a survey questionnaire using random sampling specifically the fishbowl technique was pursued. The data revealed that the respondents were very satisfied with the service quality of the restaurants in Lucena City that has a dine-in option despite the pandemic. The findings served as a reference to improve restaurant management, especially during this new normal.