Research 12345

CARAGA REGIONAL SCIENCE HIGH SCHOOL
San Juan, Surigao City
MOTIVATING FACTORS ON WORKERS’ CUSTOMER SERVICE AMONG

THE SELECTED RESTAURANTS IN SURIGAO CITY
A Research Paper
Senior High School
Caraga Regional Science High School
Surigao City
Accountancy, Business and Management Strand
by:
Abarca, Arnulfo T. II
Narbay, Jackie Paulinne S.
Paderan, Necil Joy A.
Grade 12 - Washington Sycip
January 2024
ii
APPROVAL SHEET
This research paper entitled, “MOTIVATING FACTORS ON WORKERS’
CUSTOMER SERVICE AMONG THE SELECTED RESTAURANTS IN
SURIGAO CITY”, prepared and submitted by Arnulfo T. Abarca II, Jackie Paulinne
S. Narbay, Necil Joy A. Paderan, is hereby recommended for approval.
DURINA T.
ABARCA
Adviser
Date:
______________
FERNALYN C. MOZAR, MBA CLAIRE ANGELIE G.

Panelist OSORIO, MA
Date: ______________ Panelist
Date:
AILA CORA MAE S. VIRTUDAZO
______________
Panelist
Date: ______________
This research paper is approved in partial fulfillment of the requirements for the
subject Applied Research 2.
LOUREDIL F. LONGOS, MAEM MARK ANTHONY T. BANGAO, PhD

Research Instructor Senior High School Department Head
Date: _____________ Date: ______________
HERMIETTE F. LEROG, MAEM

Principal IV
Date: ______________
iii

ABSTRACT
Among the world's most competitive industries is the restaurant business.
Offering excellent customer service can help businesses maintain customer loyalty. As
part of a restaurant's workforce, employees interact with customers on a daily basis. The
success of the establishment depends on its workforce, and it is crucial to understand the
underlying factors that could potentially impact employee productivity. Restaurants may
provide a productive work atmosphere where staff members can flourish and realize their
full potential by being aware of these components. Which leads the researchers to decide
find out the motivating factors on workers’ customer service for new restaurant owners to
know the factors they need to focus on starting a restaurant-based business. Finding
motivating elements for employees' customer service in terms of their work environment,
pay, coworkers, and training as well as any notable differences when participants are
categorized based on their profiles is the primary challenge of this study. Using a survey
approach, the descriptive study methodology was applied, and the data collected from the
respondents employees of particular Surigao City restaurants was documented. Analysis
of variance are used as the data analysis tool in determining the significant difference on
the influencing factors of costumer’s service. The study's findings indicate that there was
no statistically significant variation in the factors that motivate customer service across
participants categorized based on age, sex, greatest educational attainment, work
experience, and job role. Furthermore, the researchers proposed an intervention program
that addresses and caters directly to different strategies that can help improve customer
service effectively.
ACKNOWLEDGEMENT
To the following people, the researchers would like to extend their sincere
gratitude and appreciation for their contributions and help in finishing the study.
To Mrs. Louredil F. Longos, their research instructor, for her diligent direction
and encouragement in carrying out this study. She let the researchers do their own thing
with the paper, but she steered them in the proper way when they needed it.
To Ms. Durina T. Abarca, their research adviser and grammarian, for her patience
and effort in examining and rechecking the manuscript, as well as for sharing her
recommendations and constructive criticisms, which were important in completing this
study.
To the statistician, Atty. John Benedict B. Entrada, for his recommendations and
assistance in the analysis and interpretation of the study's data. It is truly helpful for him
to devote time and effort to delivering all necessary facts to the researchers.
To the researcher’s panelist, Mrs. Fernalyn C. Mozar, Ms. Claire Osorio, and Mrs.
Aila Marie S. Virtudazo, for assessing and evaluating the researchers' research paper, as
well as providing ideas on how to strengthen the study, which is significant in improving
the overall quality of the research paper.
To the beloved families of the researchers, for their unending financial, emotional,
moral, and spiritual support. Their support is much appreciated, making the hardships of
conducting the study worthwhile. The researchers do not believe they would be able to
overcome the problems encountered during this year's study without their assistance.
The most essential thing the researchers want to do is thank and worship the ever-
loving, gracious God, without whose favor and blessings this study would not have been
allowed to happen.
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TABLE OF CONTENTS
TITLE PAGE i
ABSTRACT ii
ACKNOWLEDGEMENT iii
TABLE OF CONTENTS iv
LIST OF TABLES vi
LIST OF FIGURES vii
Chapter 1 THE PROBLEM AND THE REVIEW OF RELATED LITERATURE

1.1 Background of the study 1
1.2 Review of Related Literature 2
1.3 Conceptual Framework 5
1.4 Problem Statement 8
1.5 Hypothesis 9
1.6 Significance of the Study 9
1.7 Scope and Limitation 10
1.8 Definition of Terms 10
Chapter 2 RESEARCH METHODOLOGY
2.1 Research Design 12
2.2 Research Respondents 12
2.4 Research Instruments 13
2.5 Data Gathering 13
2.6 Data Analysis 13
Chapter 3 RESULTS AND DISCUSSION
3.1 Profile of the Respondents 14
3.2 Motivating Factors on Workers’ Customer Service 16
v
3.3 Level of Significant Relationship Between the Motivating

Factors on Workers’ Customer Service Among the Selected
Restaurants in Surigao City According to their Profile 21
3.4 Proposed Intervention Program 25
Chapter 4 SUMMARY OF FINDINGS, CONCLUSION AND
RECOMMENDATION
4.1 Summary of Findings 27
4.2 Conclusion 28
4.3 Recommendation 28
BIBLIOGRAPHY 30
Appendix A LETTERS 33
Appendix B SURVEY QUESTIONNAIRES 35
Appendix C DOCUMENTATION 36
Appendix D CURRICULUM VITAE 37
CARAGA REGIONAL SCIENCE HIGH SCHOOL vi
LIST OF TABLES
Table Page
1 Distribution of Participants 11
2 Profile of the Respondents 13
3 Motivating Factors on Workers’ Costumer Service 15
4 Level of Significant Relationship Between the
Motivating Factors on Workers’ Customer Service
Among the Selected Restaurants in Surigao City
According to their Profile 20
5 Proposed Intervention Program for Improved Customer Service 24
CARAGA REGIONAL SCIENCE HIGH SCHOOL vii
LIST OF FIGURES
Table Page
1 Schematic Diagram 6
Chapter I
PROBLEM AND REVIEW OF LITERATURE
According to the World Health Organization's report on food safety and the
fact that most people enjoy eating and drinking outside, the number of restaurants
has grown significantly over time. Customers have more options when choosing
which restaurants to visit and return to thanks to the sophisticated physical
environments of these establishments, the sophisticated food and beverages,
emotive marketing, and menu diversification.
Filipino culture has long placed a high value on dining out with family. It is
customary for Filipinos to sit down to a meal with their loved ones, whether it be a
traditional breakfast, lunch, or supper, regardless of their age, class, or location.
Some of the well-known restaurants found in Surigao City although they offer
different types of product and services, still people continue to patronize them which
means they offer good product and services to the customer. It could be the ambiance of
their restaurant, the accessibility, good quality of products and excellent services
rendered by their crew, promos and discounts.
As stated by Vulpen, E. (2017), a key component of a better customer experience
is an employee's personality. Employee interactions with customers serve as the best
indicator of their interpersonal skills in a service setting. Service interactions depend on a
variety of factors, including engagement, customer focus, service personalization,
employee adaptability, and emotions.
According to the aforementioned description, the goal of this study was to
identify the variables that affected restaurant employees' customer service and to provide
appropriate tactics to enhance the capability of workers to further evolve the restaurants
capabilities of hogging the costumers in their way. It will concentrate on the level of
customer service and the importance of the overall operation of the company. Owners of
eating establishments would gain from this since they would have a foundation from
which to improve in order to be able to satisfy consumers' expectations and meet their needs.
2
Review of Related Literature

Environment
Customer satisfaction is positively influenced by dining experience attributes
(food quality, service quality, and physical environment), with service quality being the
most significant factor. Customer satisfaction also positively influences behavioral
intentions (Canny, 2014).
Results indicate that the various elements of experiential dining have an
immediate impact on customers' perceptions of their dining experiences, and these
attributes work together to shape consumers' opinions about the quality of restaurants.
Additionally, the results supported the notion that disconfirmation and client loyalty are
strongly correlated Masa (2021).
The physical setting has a significant role in determining the quality of customer
service in restaurants and has both a practical and social component. Customers engage
with these drivers on an individual basis, creating their own meanings and values that are
conveyed as emotions, ideas, behaviors, and thoughts, according to Walter et al. (2012).
According to Apruebo, one of the most crucial parts of the hospitality sector is the service
delivery, which is divided into two processes: the front end and the back end.
In order to boost earnings, Chandrasekar (2011) did make the case that a company
must take care to establish a work environment that increases employees' capacity for
productivity.
Gagić et al. (2013) found that food quality was a key contributor to customer
motivation and behavioral intention. In the study of Chi H. et al. (2019), it concluded that
quality service has shown a beneficial influence on the perception of a customer. And it
was advised that food enterprises should improve the dining ambience and service to get
the customer's desirable image of the place.
3
Salaries
As stated in Chron C. Companies in 2020 seek to retain their best workers by
providing them with greater stability and competitive compensation, in addition to
attracting them. One of the main advantages of paying employees more is lowering
employee turnover, which lowers search and onboarding expenses, reduces productivity
and efficiency lost during the replacement process, and lessens issues with morale among
other employees. Employees focus more on their work and spend less time looking for
better-paying possibilities when they are satisfied with their wages and benefits.
The way that employees view and feel about the features of the pay-for-
performance (PFP) scheme determines how effective the PFP scheme is (St-Onge, 2010).
According to Lane et al. (2010), a variety of workplace variables, including pay,
working hours, employee autonomy, organizational structure, and management-employee
communication, might have an impact on job satisfaction.
According to Wasiu et al. (2014), employees' performance will suffer when
companies offer low pay and flexible payment options. When workers are dissatisfied,
their performance will suffer. The symptoms of these issues include subpar work and
people who are not as invested in their jobs.
Prasetya and Kato (2011) caution that the most crucial elements of the company
are its pay. This is due to the fact that if they are unfair, out of proportion, and unrelated
to performance, they may have an impact on both the employee-employer relationship.
Coworker
Singh et al., (2019) said that pleasant sensations generated by coworker support
help employees be more equipped to handle organizational issues. Additionally, it
enhances the atmosphere at work, fosters sentiments of positivity and self-worth, and
gives employees the stamina and vigor to handle obstacles at work.
4
According to Prachi J. (2015) The key to any organization's success is its

workforce's increased involvement, engagement, and dedication to their work and
ongoing performance to achieve more. To maintain a positive work environment, inspire
employees to give their all at all times, and produce a generation of contented and
committed workers, these factors must be addressed.
The relationship between leaders and subordinates reveals the degree of
confidence, trust, and respect from the subordinates to the leaders. Driscoll (1978) and
Liou (1995) noted that trust of subordinates and coworkers affects the rate of job
satisfaction. Kistin (2005), Liao et al. (2008), and Weng et al. (2010) also indicated that
trust in the leaders and coworkers affects the rate of job satisfaction.
According to Singh et al. (2019) coworkers also improves the work climate and
triggers positive feelings and self-esteem, thanks to which the employee has more
strength and energy to cope with challenges at work
Training
Since employees are the ones who interact directly with guests, management has
an obligation to make sure that they follow hygienic practices. One way to do this is by
requiring kitchen staff to wear complete uniforms, complete with safety caps or hats and
aprons, which will help to portray a hygienic culture (Barlan-Espino, 2017).
According to Shaw J. (2019) Investment in training can help a company's
financial situation. Poor performance frequently occurs when employees are unsure about
what they are expected to do, how to do their duties, or why they must operate in a
specific manner. Training can assist overcome these performance issues by clarifying the
specifics of the work.
Previous studies by Young Ian (2019) examined training interventions and the
association between KAP (knowledge, attitude, and practice) and food safety in a variety
of settings, including hospitals, colleges, food outlets, restaurants, and homes.
5
Hall (2010) discovers that training can have a considerable positive impact on a
wide range of outcome indicators, including performance, job satisfaction, turnover,
motivation, and skill acquisition. The authors claim that training is especially crucial in
firms that require continuous learning and skill development since it can assist employees
stay up to date on the newest knowledge and abilities required for their professions.
Conceptual Framework of the Study
This study was based on Zalster's (2017) SERVQUAL dimensions, which
measure customer satisfaction. Providing high-quality service allows for a large number
of consumers to dine in, resulting in increased productivity among business owners. In a
competitive restaurant market, attracting customers with high quality and high food
quality, as well as delighting or pleasing them and converting them into loyal customers,
is critical to business growth and success. It is critical for managers to have a strong
desire to meet the needs of the corporate world by acquiring a high degree of competency
in customer service.
The conceptual model represents the study's flow and the factors influencing its
outcome. The variables in the participant profiles were chosen because they provided the
foundation for determining whether there is a significant difference between them and the
factors impacting workers' customer service. The first box contains profile information
such as age, gender, highest educational level, work experience, and job role.
Furthermore, the second box includes Environment, Salaries, Coworker and
Training which are the factors motivating the workers’ customer as perceived by the
respondents. This, as well as the first box which contains the profile variables, are used
for finding out if there is a significant difference on the influencing factors.
6
The profile of the

workers of the food
businesses in
The extent of
Surigao City in
influence on the
terms of;
workers’ customer
 age;
service in terms of;
 gender; Proposed
 environment;
 highest Intervention Plan
 salaries;
educational
 coworker;
attainment;
and
 work
 training.
experience;
and
 job role.
Figure 1. Schematic Diagram

7
Statement of the Problem

Specifically, the study sought to the answer to the following problems:
1. What is the profile of the workers of the food businesses in Surigao City in
terms of;
1.1 age;
1.2 gender;
1.3 highest educational attainment;
1.4 work experience; and
1.5 job role.
2. What is the extent of influence on the workers’ customer service in terms of:
2.1 environment;
2.2 salaries;
2.3 coworker; and
2.4 training.
3. Is there a relationship on the motivating of customer’s service when grouped
according to their profile?
4. What intervention plan may be proposed in this study?
8
Hypothesis
Ho. There is no significant relationship on the motivation of costumer’s service

when participants are grouped according to their profile.
Significance of the Study

A number of factors make the study of the variables influencing restaurant
employees' customer service in Surigao City critical.
Practical Significance. Restaurant managers and owners in Surigao City could
find the study's findings interesting. They can use the study's findings to identify the
factors that influence the quality of customer service in their organizations and put them
under more pressure. This could lead to an improvement in Surigao City's whole service
sector.
Academic Significance. This study may contribute to the body of knowledge in
hospitality management and customer service. The research findings can help us better
understand the characteristics that influence the degree of customer service in the
foodservice industry, particularly in Surigao City.
Social Significance. Patrons of the designated restaurants in Surigao City may
also benefit from the study. The study can improve client experiences, resulting in
increased customer satisfaction and loyalty, by identifying the factors that influence the
quality of customer service.
Economic Significance. The foodservice industry is an important aspect of the Surigao
City economy. The study can help the sector grow by enhancing the quality of customer
service at the selected restaurants, which can have a positive economic impact such as
increased job opportunities and revenue generation.
Overall, the study of the factors influencing restaurant personnel' customer service has
significant practical, intellectual, sociological, and economic implications.
9
Scope and Delimitations

The objective of this research is to identify the factors that motivate staff to give
exceptional customer service in Surigao City restaurants. The study took a descriptive
research approach, collecting data from restaurant staff using a questionnaire. The study
only comprised establishments in Surigao City, and participants were chosen randomly.
This study has some limitations that should be noted when evaluating the
findings. The first drawback is the use of a self-administered questionnaire, which may
be biased and do not accurately reflect the behavior of restaurant employees. The sample
size may not be representative of all restaurant workers in Surigao City, and the study's
scope is confined to restaurants in Surigao City and may not be applicable to other cities
or areas. Finally, the study does not look into the influence of customer service on
customer happiness or loyalty, but rather the characteristics that encourage staff to
provide good customer service.
Definition of terms
The following are definitions of several key terms used in the study on the variables
affecting employees' customer service at particular restaurants in Surigao City:
Employee Training and Development- The process of imparting skills, knowledge, and
competencies to workers to improve their job performance and effectiveness.
Work Experience- refers to the amount of experience an individual has in a particular job
inside a restaurant.
Job Role- refers to the specific responsibilities and tasks assigned to an individual within
a restaurant setting. It encompasses a wide range of positions, including roles in the
kitchen (such as chefs, cooks, and kitchen staff) and front-of-house positions (such as
servers, hosts, and bartenders).
Work Environment- refers to the physical and social setting where restaurant employees
perform their duties. It includes the kitchen, dining area, and any other spaces where
tasks related to food preparation, service, and customer interaction take place.
10
Salary- the fixed regular payment that employees receive from their employers for their
work and services within a restaurant setting. This compensation can vary based on
factors such as the employee's role (chef, server, manager), experience, location, and the
restaurant's size and reputation.
Coworker- an individual who works alongside another within the same establishment,
sharing responsibilities and contributing to the overall operation of the restaurant.
Training- the process of imparting knowledge, skills, and competencies to employees to
equip them with the necessary abilities to perform their roles effectively within a
restaurant.
Chapter 2
This chapter shows the mechanics and analysis of data to answered the problems
of the studied namely researched design, researched respondents, researched instruments,
data gathering and data analysis.
Research Design
This studied used a quantitative surveyed design. Employees in the selected
restaurants in surigao city was surveyed regarding their environment, coworkers,
cooking, serving, and the train of sanitization and safety practices. The researched team
collected a range of data through a comprehensive surveyed and evaluated it through
quantitative analysis. The gathered data enables them to understand the factors that drove
customer service quality among employees.
Participants
The study's participants were the employees of the selected restaurants in Surigao
City. The researchers picked the participants for the studied in each restaurant used a
simple random sampling method.
Establishment N n
Nita’s 20 12
Harborside 30 20
Manzanitas 18 15
Sudlunon 18 15
Domingo’s 20 18
Daplin 15 12
Jelly Habit 17 13
TOTAL 143 105
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Instrument
In the study, the researchers used a questionnaire that was conducted face-to-face
to gathered data. The questionnaire was in regard of the motivating factors of workers’
customer service. This questionnaire was employed to collected information for the
studied. The created questionnaire was made up of two parts. The first section contains
the respondents' demographic profile, while the second section used the 4-point likert
scale to asked questions factors impacting time management.
Data Gathering Procedure
The researchers administered the questionnaire in the respective restaurants and
select the participants used single-stage cluster sampling method. The researchers then
retrieved the questionnaires. Thereafter analyze and interpreted the results used mean
and standard deviation and analysis of variance
Data Analysis
The following statistical tools was used in the data analysis of the study:
Frequency Count and Percentage. These tools was used to find out the number
and percentage of participants.
Mean and Standard Deviation. These tools was used to describe the employees’
level of training by the restaurant.
Pearson Product Moment Correlation.. These tools was used to find out the
significant difference on the motivation of customer’s service when grouped according to
their profile.
Chapter 3
RESULTS AND DISCUSSION
This chapter presents the results, analysis, and interpretation of data.
Profile of Respondents
Table 2 illustrates the demographic profile of the respondents as to Age, Sex,
Highest educational attainment and Job role.
Table 2. Profile of Respondents
Profile Frequency (n=105) Percentage (%)

Age
17 years old below 7 6.70

18-23 years old 28 26.60
24-29 years old 30 28.50
30-35 years old 31 29.60
36 years old above 9 8.60
Sex
Male 42 40
Female 63 60
Highest educational attainment
Elementary 11 10.48
High school 43 40.95
College 34 32.38
Others 17 16.19
Work experience
Below 1 year 18 17.18
1-2 years 34 32.31
3-4 years 25 23.81
5-6 years 15 14.31
7 years above 13 12.39
Job role
Chef 20 19.05
Server 32 30.48
Cashier 31 29.52
Guard 13 12.38
Others 9 8.57
TOTAL 105 100
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Table 2 illustrates the demographic profile of the respondents, including their age,
sex, highest educational attainment and job role. For age, 7 (6.70%) of the total 105
respondents of the 8 clusters that was surveyed for the study were 17 years old or below,
28 (26.60%) were aged 18-23 years old, 30 (28.50%) were 24-29 years old, while the
respondents aged 30-35 years old was 31 (29.60%) and (8.60%) respondents were 36
years old above. It is evident that most of the employees from selected restaurants in
Surigao City’s age were ranged from 18 to 23 years old.
While in terms of the respondents’ Sex, the table illustrates that among the 105
respondents surveyed for the study 42 (40%) identified as male, whereas 63 (60%) were
female. It can be seen that the majority of respondents were females.
Out of the 105 respondents, most of their highest educational attainments were
High school graduate, 43 (40.95%), next is college graduate with 34 (32.38%)
respondents identified themselves as, 17 (16.19%) were categorized as other, while 11
(10.48%) respondent has attained elementary graduate status.
As for work experience, 18 (17.18%) of the respondents has had below 1 year
experience of work, 34 (32.31%) has a work experience of 1-2 years, 25 (23.81%) of
respondents have an accumulated 3-4 years of experience, 15 (14.31%) of them have 5-6
years and lastly 13 (12.39%) out of the 105 respondents chosen for this study has had 7
years and above of work experience. This would mean that most of the employees in
selected restaurants in Surigao City have had ample experience of work.
Also, table 2 illustrates that 20 (19.05%) out of the 105 respondents were chefs,
32 (30.48%) were in server positions, 31 (29.52%) worked as cashiers, a total of 13
(12.38%) are guards of their respective establishments and 9 (8.57%) classified
themselves as other (Dishwasher, Purchaser, Delivery Driver, etc.).
15

Table 3. Motivating Factors on Workers’ Customer Service
Indicators M SD VI QD
Environment
1. The workplace I’m in gives out a comfortable
ambiance. 3.8 1.8 Strongly Agree HM
2. The workplace I’m in practices proper waste
3.8 1.8 Strongly Agree HM
segregation.
3. The workplace I’m in offers an appealing food
presentation.
4. The workplace I’m in practices proper sanitization of
equipment and tools.
5. The workplace I’m in has an accessible location. 3.9 1.8 Strongly Agree HM
Average 3.8 1.8 Strongly Agree HM
Salaries
1. The restaurant gives overtime payment. 3.8 1.8 Strongly Agree HM
2. The restaurant gives advance payment on unexpected
circumstances of an employee. 3.8 1.8 Strongly Agree HM
3. The restaurant gives the salary on time during payday. 3.8 1.8 Strongly Agree HM
4. The restaurant gives the salary fairly. 3.9 1.8 Strongly Agree HM
5. The restaurant doubles the salary during holidays and
3.2 1.6 Agree M
special occasions.
Co-worker
1. A cheerful co-worker gives out a positive outlook
inside the workplace. 3.8 1.8 Strongly Agree HM
2. Seeing a diligent co-worker allows me to assess my
performance. 3.8 1.8 Strongly Agree HM
3. Working with someone lessens the heavy workload. 3.9 1.8 Strongly Agree HM
4. An experienced co-worker gives pieces of advice with
regards to dealing with troublesome costumer. 3.9 1.8 Strongly Agree HM
5. Friendly workers ooze an atmosphere of good
hospitality.
Training
1. The owner/manager trains me on how to communicate
properly with the customers. 4.0 1.9 Strongly Agree HM
2. The owner/manager guides me on how to use the
equipment in the workplace. 4.0 1.9 Strongly Agree HM
3. The owner/manager teaches me how to serve the food
efficiently to avoid errors committed. 3.9 1.8 Strongly Agree HM
4. The owner/manager teaches me how to respond
properly to emergency situations. 3.9 1.8 Strongly Agree HM
5. The owner/manager teaches me about work etiquette,
rules and regulations.
16

Legend
Scale Parameter Verbal Interpretation Qualitative Description
4 3.25 – 4.00 Strongly Agree Highly Motivated (HM)
3 2.50 – 3.24 Agree Motivated (M)
2 1.75 – 2.49 Disagree Less Motivated (LM)
1 1.00 – 1.74 Strongly Disagree Not Motivated At All
(NMAA)
Environment
In terms of environment, the results showed that indicator 3 “The workplace I’m
in offers an appealing food presentation.” Gathered the highest mean (M=4.0, SD=1.9)
among the other indicators. This finding means that all of the 105 respondents from the
selected restaurants in Surigao City strongly agree on a certain extent that their
workplace’s food presentation is appealing. Overall, attracting customers with great
service and food quality, as well as delighting or satisfying them and converting them
into loyal customers, is critical to a company's growth or success (Keshavarz Y. et al.,
2017). Gagić et al. (2013) revealed that meal quality significantly affects consumer
satisfaction and behavioral intention. In the study of Chi H. et al. (2019) concluded that
quality service has a positive impact on customer perception. It was also suggested that
food establishments improve their eating atmosphere and service in order to create a
positive image of the establishment among customers.
Whereas, the most of the indicators, “The workplace I’m in gives out a
comfortable ambiance.”, “The workplace I’m in practices proper waste segregation.”,
and “The workplace I’m in has an accessible location.” Garnered the lowest mean
(M=3.8, SD=1.8). This finding shows that most of the respondents are satisfied with the
ambiance, location and cleanliness of their respective food establishments. According to
Chandrasekar (2011), a business should focus on creating a work environment that
improves employees' abilities to become more productive in order to increase revenues.
CARAGA REGIONAL SCIENCE HIGH SCHOOL 17
This would also mean that the selected restaurants in Surigao City practice proper waste
segregation and has an aesthetically pleasing atmosphere not just for the customers but to
the workers and servers alike. Overall, table 3 tells us that workers can observe a
workplace’s environment and ambiance. According to a study, experiential dining
characteristics influence how consumers view their eating experience, and the findings
suggest that these attributes work together to stimulate customers' perceptions of
restaurant quality. The study also found a high correlation between disconfirmation and
consumer happiness and loyalty (Masa 2021).
Salaries
With regards to salaries, indicator 4 “The restaurant gives the salary
fairly.” Garnered the highest mean (M=3.9, SD=1.8). This means that distributing
salaries in a fair manner highly motivates the employees performance and overall
customer service among the selected restaurants in Surigao City. This also illustrates that
most of the said restaurants gives the salary fairly towards their workers. According to
Chron C. (2020) Companies strive to attract and retain key personnel by providing more
stability in a competitive compensation setting. Reducing employee turnover saves
money on search and onboarding, reduces productivity and efficiency throughout the
replacement process, and improves morale among other employees, making it one of the
primary benefits of paying employees more. When employees are motivated by their
compensation and benefits, they spend more time working and less time looking for
better-paying prospects.
On the opposite side, indicator 5, “The restaurant doubles the salary during
holidays and special occasions.” had the lowest mean (M=3.2, SD=1.6). The
respondents’ answers tell us that they are well compensated and satisfied financially and
this motivates their drive and performance in their respective workplaces. In the context
of pay-for-performance (PFP), the effectiveness of the scheme is determined by
employees' perceptions of and attitudes toward the scheme's qualities (St-Onge, 2010).
Given that employee work motivation is perception-based, examining the relationship
between perceived PFP and work outcomes is beneficial. Research indicates that
employees' work attitudes, behaviors, and job performance are influenced by their
perceptions of the PFP scheme, including PFP perception (performance-based pay) and
pay level satisfaction (base pay) (Miceli and Lane, 2011; O'Donnell and O'Brien, 2013).
The literature above along with the table shows us that work performance, and in
extension, customer service is directly dependent on the compensation and wages those
workers receive and should be fairly observed.
Co-worker
As for the co-worker section of our survey questionnaire, most of the
indicators namely; “Working with someone lessens the heavy workload.”, “experienced
co-worker gives pieces of advice with regards to dealing with troublesome costumer”,
and “Friendly workers ooze an atmosphere of good hospitality.” garnered the highest
mean (M=3.9, SD=1.8). While indicator 1 and 2 gathered a slightly lower mean (M=3.8,
SD=1.8) respectively. The finding in this section tells that among the selected restaurants
in Surigao City, workers have encountered positive situations with their co-workers.
Along with this are learning instances in which more experienced workmates advises
them on how to properly serve customers. Evidently, this can have great motivation
towards their performance and boost the customer service of these particular food
establishments. Communication in the workplace is essential for developing and
maintaining effective working relationships within an organization. Colleague support
generates pleasant attitudes, which improve employees' ability to deal with organizational
issues. It also enhances the work environment and promotes positive feelings and self-
esteem, giving the employee greater strength and energy to deal with workplace obstacles
(Singh et al., 2019).
19
As a result, administrators should create an environment in which work-related plans,

issues, opinions, thoughts, and ideas are addressed and resolved in a competent,
professional manner using effective and constructive communication.
Training
In terms of training, indicators 1 and 2 gathered the highest mean (M=4.0,
SD=1.9). These indicators write, "The owner/manager trains me on how to communicate
properly with the costumers.” And “The owner/manager guides me on how to use the
equipment in the workplace.” While the remaining indicators 3, 4 and 5 garnered a lower
mean (M=3.9, SD=1.8) averaging to a mean of 3.8 and standard deviation of 1.8 for this
section of the survey which was conducted towards the employees of selected restaurants
in Surigao City. This means that proper training and handling of workers from the
administrators of these restaurants greatly affect and motivates the good customer service
of their workers strongly.Previous research conducted by Ryerson University's Young Ian
(2019) examined training interventions and the association between KAP (knowledge,
attitude, and practice) and food safety in a variety of settings, including hospitals,
colleges, food outlets, restaurants, and homes. Despite the efforts undertaken, further
proof of the effects of training interventions on food handlers' knowledge, attitudes, and
practices regarding food safety and cleanliness at all stages of the food supply chain is
required.
20
Table 4. Level of Significant Correlation Between the Motivating Factors on Workers’

Customer Service Among the Selected Restaurants in Surigao City According to their Profile
Decision on
Profile Dependent r - value p - value Interpretation
Ho
Not Not
Environment 0.713 0.176
Rejected Significant
Not Not
Salaries 0.711 0.177
Age
Not Not
Coworker 0.444 0.453
Not Not
Training 0.711 0.181
Environment -1 0 Rejected Significant
Not Not
Salaries 1 0
Sex Rejected Significant
Not Not
Coworker 1 0
Training -1 0 Rejected Significant
Environment -0.025 0.025 Rejected Significant
Not Not
Highest Salaries 0.174 0.050
educational
Coworker -0.144 0.025 Rejected Significant
attainment
Not Not
Not Not
Not Not
Salaries 0.369 0.181
Work Rejected Significant
Experience Not Not
Coworker -0.441 0.091
Not Not
Not Not
Job Role Rejected Significant
Salaries 0.242 0.181 Not Not
21
Not Not
Coworker 0.586 0.090
Not Not
Table 4 reveals the level of significant correlation between the Motivating Factors
on Workers’ Customer Service among the Selected Restaurants in Surigao City
According to their Profile. The r-value represents the Pearson product-moment
correlation coefficient and the p-value signifies the level of significant correlation.
When they are grouped by age (environment: r-value=0.713 & p-value=0.176;
salaries: r-value=0.711 & p-value=0.177; co-worker: r-value=0.444 & p-value=0.453;
and training: r-value=0.711 & p-value=0.181). The computation resulted in the level of
significance appearing greater than the required level of significance at 0.05. The null
hypothesis in this variable is accepted which means that there is no significant correlation
between the Motivating Factors on Workers’ Customer Service among the Selected
Restaurants in Surigao City according to their age. Research shows that age cannot
predict job performance. This is true across most types of work and across most
countries. Therefore, ageist stereotypes—that youth are less reliable but more adaptable,
while older people are more reliable but less adaptable—are simply untrue. In reality,
performance is a function of what employees bring to the job, including their skills,
knowledge, traits, attitudes, and experience. Organizations need to recognize the value of
older workers and take steps to remove any institutional barriers that might interfere with
their ability to perform at a high level (Boushey, L. (2019), "Age Does Not Affect Job
Performance," Harvard Business Review).
In terms of sex (environment: r-value=-1 & p-value=0; salaries: r-value=1 & p-
value=0; co-worker: r-value=1 & p-value=0; and training: r-value=-1 & p-value=0). The
computation resulted in the level of significance appearing lesser than the required level
of significance at 0.05. The null hypothesis in this variable is rejected which means that
there is a correlation between the Motivating Factors on Workers’ Customer Service
among the Selected Restaurants in Surigao City according to their sex. This means that
being of a certain gender does affect and set the tone of your workplace experience in
terms of environment, salary, co-worker interaction and even training. As Hays, C.
(2020) said, gender inequality remains a persistent issue in the workplace, with women
still facing numerous challenges, including pay disparities, gender-specific practices, and
unconscious bias in performance evaluations. This can have a significant impact on their
career success and their ability to advance within an organization.
When they are grouped by highest educational attainment (environment: r-value=-
0.025 & p-value=0.025; salaries: r-value=0.174 & p-value=0.050; co-worker: r-value=-
0.144 & p-value=0.025; and training: r-value=0.064 & p-value=0.975). The computation
resulted in the level of significance appearing lower than the required level of
significance at 0.05 for most motivating factors (environment, salaries, co-worker) The
null hypothesis in this variable is rejected which means that there is a significant
correlation between the Motivating Factors on Workers’ Customer Service among the
Selected Restaurants in Surigao City according to their highest educational attainment in
terms of work environment, salary and co-worker interaction.Hierarchy is the
organizational structure that reflects varying levels of authority and job responsibility
(Millet, 2017). Different levels of power have different responsibilities that do not
overlap, as demonstrated by specific job descriptions. While formalization refers to the
rules that govern all activities (Organ and Greene, 2018). It is a mechanism for
controlling activities or behaviors so that they do not breach defined standards, and any
violations result in punishment (Armandi 2015). Centralization concerns how choices are
made. Subordinates frequently do not make time decisions; rather, the person in control
makes them, and the subordinates must comply. Along with this worry, Moch and Morse
(2016) and Zmud (2012) argued that centralization kills an individual's innovative spirit
within an institution. It restricts employees' flexibility to innovate and hinders
leadership's ability to delegate (Editor et al., 2013, referenced by Quasi, 2015). This
literature should explain why the highest educational attainment is a great factor in this
variable. While training (r-value=0.064 & p-value=0.975) exceeded the required level of
significance of 0.05 which means that the null hypothesis in this variable is accepted and
that there is no correlation between the Motivating Factors on Workers’ Customer
Service among the Selected Restaurants in Surigao City According to their highest
educational attainment in terms of training.
Work experience is the grouping that yields the following results: salaries: r-value
= 0.369 & p-value = 0.181; coworker: r-value = -0.441 & p-value = 0.091; training: r-
value = 0.445 & p-value = 0.181). The level of significance appeared to be higher than
the necessary level of significance at 0.05 as a consequence of the computation.
According to their work experience, the null hypothesis for this variable is accepted,
meaning that there is no meaningful correlation between the factors that motivates
workers' customer service in the selected restaurants in Surigao City and the factors that
motivate their performance. In an article published in Harvard Business Review, Hays C.
(2017) explores the correlation between work experience and job performance. The
article suggests that while work experience is valued in the workplace, the impact of
work experience on job performance is not as strong as previously thought. The article
mentions that some individuals with less work experience perform better at work than
those with more work experience. The author refers to this phenomenon as "the paradox
of work experience and job performance."
When they are grouped by Job role (environment: r-value=0.046 & p-
value=0.181; salaries: r-value=0.242 & p-value=0.181; co-worker: r-value=0.586 & p-
value=0.091; and training: r-value=0.561 & p-value=0.181). The computation resulted in
the level of significance appearing greater than the required level of significance at 0.05.
The null hypothesis in this variable is accepted which means that there is no significant
correlation between the Motivating Factors on Workers’ Customer Service among the
Selected Restaurants in Surigao City According to their job role.
CARAGA REGIONAL SCIENCE HIGH SCHOOL 24
PROPOSED INTERVENTION PROGRAM FOR IMPROVED CUSTOMER

SERVICE
The program outline for proposed program for improved customer service is shown in the
table below. The researchers have planned to create a piece of work that addresses and caters
directly to different strategies that can help improve customer service effectively.
Persons
Objectives Activities Time Frame Expected Outcome
Involved
To help workers receive
Employees will
timely feedback and
have a concrete
help improve their
basis and proof of
performance and
their performance
practice working and
for that week and
improving with the aid WEEKLY Workers
10-20 minutes help improve their
of constructive criticism ASSESSMENT OF and
allotted to each customer service in
with certain tasks and RESTAURANT Managers/
employee the following
measure their PERSONNEL Owners
weeks and also
accumulative
help them point out
performance in a short
their mistakes and
period of time from
take accountability
customers via
for them.
managers/owners.
To help employees
Employees shall
handle stress because of
learn to
intense workloads and
communicate with
unwind their minds and
Workers each other and gain
body for a more
ANNUAL TEAM and a sense of team
improved performance 3-5 hours
BUILDING Managers/ bonding. This shall
and customer service in
Owners also help improve
the long run. This shall
their mental health
also help them with
and compensate for
their camaraderie and
intense workload.
be a team player.
25
Employees shall
perform certain
tasks with the
higher-ups and
To have a thorough
managers
discussion about
observing their
employees’ monthly MONTHLY RECAP Workers
performance. This
performance and have AND LOCK-IN IN and
6-8 hours shall serve as a
an in-person PERSON EMPLOYEE Managers/
venue for critic
observation assessment EVALUATION Owners
analysis on an
of each employees’
employees’ work
performance.
and customer
service and help
improve their
overall work.
This shall help

certain employee
Help employees state
concerns and raise
their concerns, opinions
Workers awareness towards
and potential
YEARLY HR OPEN and their potential
complaints towards 3-5 hours
DISCUSSION Managers/ complaints and
management in a safe
Owners improve worker-
space that is open for
manager
honesty and feedback
transparency in a
healthy manner
26
Based on the findings, the researchers will create and implement the following in
order to help employees of these selected restaurants in Surigao City improve their
performance and overall customer service:
Weekly Assessment of Restaurant Personnel – This activity shall tackle different

aspects, from acknowledging faults and congratulating personnel for great performance
to different strategies on how to improve customer service and worker performance. This
will also serve as a place for experienced staff to advise less-informed personnel on how
to successfully and correctly service customers in order to ensure a successful transaction
and good feedback.
Team Building – In the long run, this will boost performance and customer service by
assisting staff in managing stress brought on by heavy workloads and helping them relax
mentally and physically. Additionally, it will make them more of a team player and foster
togetherness. Workers will develop a sense of camaraderie and communication skills.
Additionally, this will lessen the effects of their heavy labor and enhance their mental
health.
Monthly Recap and Lock-In In Person Employee Evaluation - Workers are expected
to do specific duties as managers and higher-ups watch them work. This will provide a
forum for critical evaluation of employees' work and customer service, assisting in the
enhancement of their overall performance.
Yearly HR Open Discussion - This will address some employee issues, bring attention
to possible complaints, and promote healthy worker-manager transparency.
Chapter 4
SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS
This chapter presents the summary of findings, conclusions, and the
recommendations based on the results presented in the previous chapter.
Summary of Findings
This study was designed to determine the motivating factors on workers’
customer service among the selected restaurants in Surigao City. The researchers used
quantitative descriptive research through the means of survey method. From this, it aimed
to seek answers to the following questions: the demographic profile of the participants in
terms of Age, Sex, Highest educational attainment, Work experience, Job role; the factors
in which motivate the service on customers in terms of its Environment, Salaries, Co-
worker, and Training and whether there is no significant difference on the motivation of
customer’s service when participants are grouped according to their profile.
The following results were found in this study:
1. Majority of those who responded are females. In terms of their age, most of the
people who responded to the survey are around 18-23 years old. Also, the highest
respondents in terms of their highest educational attainment are the high school
graduates. While in terms of job roles, most of the people who responded to the
survey are servers.
2. According to the data presented in table 3 that the factors greatly motivate
participants in terms of its Environment, Salaries, Co-worker, and Training. The
Training factor had the highest mean (M=3.9), followed by the Environment and
Co-worker (M=3.8), and lastly the Salaries factor (M=3.7).
3. According to the findings presented in table 4, there was no significant difference
on the motivating of customer’s service when participants are grouped according
to their age, sex, highest educational attainment, work experience, job role with p-
values greater than 0.05 level of significance, indicating that there is insufficient
evidence to reject the null hypothesis.
28
4. Based on the study’s findings, the proposed recommendations would be

implementing Weekly Assessment of Restaurant Personnel and hold an Annual
Team Building for the purpose of improving their performance and overall
customer service.
Conclusions
Based on the findings above, the following conclusions are drawn:
1. The average restaurant worker is largely female, between the ages of 18 and 35,
with a high school graduation and 1-2 years of work experience.
2. Factors greatly motivate participants in terms of its Environment, Salaries, Co-
worker, and Training. The findings indicate that workers and staff responds
positively and are more inclined to give good customer service with a great work
environment, a fair wage and benefits, a healthy sense of camaraderie and proper
training. On average, the 105 respondents strongly agree that they are all highly
motivated by said factors in table 3.
3. The null hypothesis, “There is no relationship on the motivation of customer’s
service when participants are grouped according to their profile.” is accepted on
the motivation of customer’s service when participants are grouped according to
their profile. Presented in table 4 the correlation between the motivating factors
and their profile is not significant therefore has no significance on the motivation
of customer service when it is assessed with regards to their profile.
4. A Weekly Assessment of Restaurant Personnel, Monthly Recap and Lock-In In
Person Employee Evaluation, an Open Discussion with HR and an Annual Team
Building should help improve the performance and overall customer service of an
employee. Highlighting the importance of building a strong work environment
that is balanced within the motivating factors.
29
Recommendations
Guided by the findings and conclusions in this study, the following are
recommended by the researchers:
1. Establishments should ensure a positive work environment so that their
employees feel supported and motivated in their work. This can be done by
creating a positive work environment by recognizing employees'
accomplishments and by ensuring that their work is meaningful and fulfilling.
2. Managers have to encourage their employees to work as a team and to help each
other out. This will help build a culture of collaboration and cooperation, which is
essential to providing excellent customer service.
3. Employees are required to follow company policies and procedures for handling
customer inquiries, complaints, or requests. Make sure that you are fully aware of
these policies and procedures and that you are taking appropriate actions in
accordance with these policies.
4. This will help the future researchers conduct research on the practices that have
the huge motivation on their time and how their time management affects their
academic accomplishment.
30
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https://doi.org/10.1080/15378020.2013.765932
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https://doi.org/10.1108/BFJ-11-2016-0562
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33
APENDIX A
LETTER
34
35
APPENDIX B
SURVEY QUESTIONNAIRE
36
37
APPENDIX C
CURRICULUM VITAE
PERSONAL DATA
Name: Arnulfo T. Abarca II
Birthdate: February 4, 2006
Age: 17
Address: 00396 “Abarca’s Compound” Burgos Street,
Brgy. Washington, Surigao City
Father’s Name: Michael C. Abarca
Mother’s Name: Durina T. Abarca
Contact No.: 09514587053
EDUCATIONAL BACKGROUND
Senior High School: Caraga Regional Science High School
Purok 10, Brgy. San Juan, Surigao City
Junior High School: Anomar National High School
Brgy. Anomar, Surigao City
Elementary: Surigao City Pilot School
Surigao City, Surigao del Norte
38
PERSONAL DATA
Name: Jackie Paulinne S. Narbay
Birthdate: June 26, 2006
Age: 17
Address: Purok Kahoy, Brgy. Ipil, Surigao City
Father’s Name: Paul S. Narbay
Mother’s Name: Jackielou S. Narbay
Contact No.: 09958161669
Junior High School: Saint Jude Thaddeus Institute of Technology
Brgy. Lipata, Surigao City
Elementary: Ipil Elementary School
Surigao City, Surigao del Norte
39
PERSONAL DATA
Name: Necil joy A. Paderan
Birthdate: June 9, 2006
Age: 17
Address: Pipang Village, Rizal Street, Surigao City
Father’s Name: Mariano M. Paderan
Mother’s Name: Cecilia A. Paderan
Contact No.: 09706047727
Junior High School: Surigao Del Norte National High School
Piñaranda Street,Surigao city
Elementary: Liberty Elementary School
Liberty Loreto Dinagat Island

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CARAGA REGIONAL SCIENCE HIGH SCHOOL

San Juan, Surigao City

MOTIVATING FACTORS ON WORKERS’ CUSTOMER SERVICE AMONG

Accountancy, Business and Management Strand

FERNALYN C. MOZAR, MBA CLAIRE ANGELIE G.

LOUREDIL F. LONGOS, MAEM MARK ANTHONY T. BANGAO, PhD

HERMIETTE F. LEROG, MAEM

CARAGA REGIONAL SCIENCE HIGH SCHOOL

CARAGA REGIONAL SCIENCE HIGH SCHOOL

Chapter 1 THE PROBLEM AND THE REVIEW OF RELATED LITERATURE

3.3 Level of Significant Relationship Between the Motivating

Review of Related Literature

According to Prachi J. (2015) The key to any organization's success is its

The profile of the

Figure 1. Schematic Diagram

Statement of the Problem

Ho. There is no significant relationship on the motivation of costumer’s service

Significance of the Study

Scope and Delimitations

Profile Frequency (n=105) Percentage (%)

17 years old below 7 6.70

CARAGA REGIONAL SCIENCE HIGH SCHOOL

Table 3. Motivating Factors on Workers’ Customer Service

Average 3.9 1.8 Strongly Agree HM

As a result, administrators should create an environment in which work-related plans,

Table 4. Level of Significant Correlation Between the Motivating Factors on Workers’

PROPOSED INTERVENTION PROGRAM FOR IMPROVED CUSTOMER

This shall help

Weekly Assessment of Restaurant Personnel – This activity shall tackle different

4. Based on the study’s findings, the proposed recommendations would be

26(7), 775-793. https://doi.org/10.1080/19368623.2016.1216520

Perspective. Global Business Review, 18(2), 455-464.

Restaurants. Journal of Foodservice Business Research, 16(2), 103-119.

A Competitive Edge. British Food Journal, 119(1758-1772.

& Tourism, 14(4), 356-377. https://doi.org/10.1080/1528008X.2013.765933.

of Advanced Research in Management and Social Sciences, 8(4), 168-175.

Vulpen, E. (2017). The Importance of Employee Personality in Customer Service.

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