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CHAPTER I

THE PROBLEM AND ITS BACKGROUND

This chapter presents the statement of the problem, significance of the study,

scope and limitation and definition of terms.

INTRODUCTION

People are struggling when the grocery store are close. That is why

convenience store was built, because people who are late worker or in early shift

needs it the most. Convenience Store is operating 24/7, unlike the Grocery Store that

has a limited operating time. Convenience Store products are more expensive than

the products in Grocery stores. A convenience stores or corner shop is small store,

but with limited things to offer in retail, such as snack foods, soft drinks, newspaper,

toiletries, medicine and even tobacco products. In a convenience store, they are

licensed to sell drinks containing alcohol, etc. Convenience Store is also helpful for

people who are in hurry, because people do not need to wait longer. For example,

convenience store in Japan is unique compare to other countries, because the food

and service is different. The store offers different kinds of Japanese foods, necessities

and magazines moreover. Inside the store, there is a printer or a copy machine and

sell tickets and also an ATM inside. Convenience store in Japan is actually

convenient.

Locally, Convenience Store is simple just like the other c-store in the world,

except Japan. A lot of people still buy in c-store rather than the sari-sari store,
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because the customers can find almost in a c-store. There are reasons why the c-store

is still helpful for Filipinos. First, most of the time Filipinos enter the c-store just to

stand by, because of the tropical season. Second is the convenience foods that the

establishments offer in low-cost. The consumers know that even the taste is not that

pleasant, still, the customers buy the products, because of the goods affordability.

Sometimes, customers prefer store that is accommodating. The important thing to

have an effective marketing is the good service. Service Crew Performance is

significant in building a store or business, like convenience store. Greetings is one of

the example of having a good service. If the crew does not greet customers whenever

customers arrive, the service have a big effect for the customer’s perception and

satisfaction.

BACKGROUND OF THE STUDY

Joe C. Thompson, founder of 7-Eleven, first introduce the “Totem” store’ in

Dallas, Texas in 1927 as an ice and beverage stand. The owner changed its named to

7-Eleven, because of the store’s new schedule which is 7:00am to 11:00pm every

day. The store introduces the first 24-hour schedule.

In the year 2000, Robinsons Retail Holdings, Inc., partnered with Japan’s

Ministop Co. Ltd and Mitsubishi Corporation to open one of the leading convenience

store chains in Asia to service the Filipino market. Ministop store is the first

convenience store that features in-store kitchen facility. The foods that the store serve

is hot and fresh, because the store is equipped with kitchen inside.
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There are huge number of convenience store locally, examples of convenience

store are 7-eleven and Ministop. The two convenience store are known as rivals

because the products of the two store are almost the same. That is why the two store

make their own strategies to get more customers. 7-Eleven offers big bite and

slurpee, while Ministop offers kariman and chillz. In terms of food product, there is

no problem between the two establishment. The different between the two store is the

food preparation 7-Eleven uses microwave oven to re-heat the foods, while Ministop

have an in-kitchen facility, that is why the foods are hot and fresh when served. 7-

Eleven and Ministop are both commonly found in corner of a street, and both are

24/7 open. That is why the researchers come up with the study of the performances

of service crews on the said stores. The researchers think that, one more thing where

7-Eleven and Ministop will be different is the performance of the crews.

Every action that the service crew did is significant, it is counted as

performance. Performance is very important in marketing, especially in Food

Industry. Manager or the owner/s must train the crews to have a good performance.

In that case, the customers will go to the store with crews that has good performance

and well trained. Based on the researcher’s experience inside a convenience store,

when entering the store, the crew notice the customer, but the crew doesn’t greet the

customer. That is why the researchers chose this study, to know the service crew

performance inside the convenience store and how does the crew treated the

customer, and also help the service crews on improving their performance. Based on

the researcher’s observation and perception, men are often involved with the crews at
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convenience store, because men are faster and more actionable compared to women.

The researchers want to know how does the crew handle or treat the customers.

STATEMENT OF THE PROBLEM

This study aims to compare the service crew performance on selected convenience in

Caloocan City

Specifically, the research seeks to answer the following queries:

1. What is the demographic profile of the respondents in terms of:

1.1. Age

1.2. Gender

2. What is the service crew performance of the selected convenience store in

Caloocan City as perceived by the respondents in terms of:

2.2 Food Handling

2.3 Interpersonal Skills

2.4 Personal Hygiene

3. Is there any significant difference between the service crew performance on

selected convenience store in Caloocan City as perceived by the respondents?

HYPOTHESIS
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 There is no significant difference between the service crew performance on

selected convenience store in Caloocan City as perceived by the respondents.

SIGNIFICANCE OF THE STUDY

This study is considered beneficial to the following:

OWNER- This research will be beneficial to the owner of the convenience store,

because this study will help the establishment to improve the performance of their

service crews. This study also helps to increase the number of customer who will

visit the store and increase the income of the store.

MANAGER –This study will be beneficial to the manager especially on

convenience stores. They can use this study to determine what are their lack in terms

of service crew performance.

SERVICE CREW – This study will be beneficial to the service crews especially on

convenience stores. They can use this study to improve their performance on their

job.

CUSTOMER- This research will be beneficial to the customers to satisfy and make

them to revisit on a particular convenience store. The customer will know the

difference between the two convenience store in terms of the service crew.

PROPONENTS- This research will be beneficial to the researchers, because it can

serve as their guide for their research. This study will also serve as background and
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added information on how to establish a successful start in managing convenience

stores.

FUTURE SERVICE CREWS- This study will be their guide before they apply as a

service crew on convenience store.

FUTURE RESEARCHERS – This idea presented may be used as reference in

conducting new researches. This may also give them a knowledge.

SCOPE AND LIMITATION

This study will be conducted on March 2020. This study focuses on the performance

of service crew on selected convenience store. In order to know the service crew

performance on selected convenience store in Caloocan City, survey will be use. This

survey will be send to study programs to identify the difference between 7-Eleven at

7th avenue Ma. Clara street and Ministop at A. Bonifacio avenue Balintawak in terms

of performance of the employees.

This study limits to the number of respondents of this study in convenience

store that composed of (240) customers in 7-Eleven and (200) customers in Ministop.

This study also limits the time of the respondents that will answer the survey

questionnaire.

DEFINITION OF TERMS

The following terms were conceptually defined to clarify the words presented

on this study such as;

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Convenience Foods- it refers to food that is commercially prepared.

Convenience Store- Sells goods and often open 24-hours every day.

Convenient- It refers to an easy way or least difficult on accessing your purpose or

needs. (Collins 2019)

Establishment- It refers to a company that produces and/or sells goods or services,

and operates from a single physical location. (Collins 2019)

Franchise- It is a type of license that a franchise has a permission to have access to a

franchisor’s propriety knowledge, processes, and trademarks to allow the franchisor

to sell a product or give service under the franchisor.

Food Handling- The act and process of the creation, preparation, transport, storage,

packaging, sale, service or delivery of food.

Food Preparation- It refers to how the establishment prepare or handle the food

before serving.

Interpersonal Skills- It refers to a set of abilities that enables a person to interrelate

positively and work effectively with other people or customer. (Tarver, E., 2019)

Low-cost- It refers of being cheap, or not costing as much as other things of the same

type.

Marketing Strategy- It refers to business’s overall game plan for reaching people

and turning them into customers of the product or service that the business provides.
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Personal Hygiene- It involves properly caring for your body by keeping it clean and

healthy while making you to look and feel your best. (Anderson, C., 2017)

Performance- It refers to the action/behavior of a service crew. (Folan et al., 2015)

Rival- A person, organization, team, establishment, etc, that competes with another

for the same object or in the same field.

Satisfaction- It refers to the contentment of the customers on the performance of the

service crew. (Rajeev, M., 2018)

Survey- It is used to collect data from different people for specific information.

(Peralta, G. et al, 2016)

ACRONYM

24/7- 24 hours a day, seven days a week

ATM- Automated Teller Machine

C- store- Convenience Store

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CHAPTER II

REVIEW OF RELATED LITERATURE

This chapter composed of Foreign Literature, Local Literature, Foreign

Studies, Local Studies, Synthesis, Theoretical Framework and Conceptual

Framework. This section will introduce the concepts of Personal Hygiene,

Interpersonal Skills, and Food Handling.

FOREIGN LITERATURE

Raynor (2015) “Food Handling” stated that training in safe food handling is

important for any food business and anyone who undertakes or supervises food

handling operations. In order to meet the legal obligation, the establishment should

train the employees to ensure the food is free from hazardous bacteria before the

customer consume the food. Studies can be undertaken in many countries that

involve

workplace hygiene, food hygiene, food safety in the hospitality and retail industries.

The food handler must be trained and understand the proper food handling to prevent

the different food contamination. Food handling has a big role in terms of food

industry, having a knowledge in proper handling makes the establishment look

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trustable. In convenience store, food handling is necessary because if there is lack of

knowledge in food handling, the customer will think that the food is not safe in the

store. That’s why food handling is needed everywhere, even in a small restaurant.

Tarver (2019) “Interpersonal Skills” said that interpersonal skills are the

behaviors and strategies that are used by the person to communicate or interact with

others effectively. In the business world, the term refers to an employee's ability to

work well with others. Interpersonal skills range from communication and listening

to attitude and manner. Interpersonal Skills can be developed naturally to some

people, but others have to work for developing this skill. In all of companies,

employees with high interpersonal skills are valued for their pleasant behavior and

positive, solution-oriented attitude. Mostly, this kind of employees are seen as team

players, that work well with others to achieve a goal. People with the strongest

interpersonal skills can listeners

Johnson (2019) “What is Personal Hygiene?" stated that personal hygiene can

be described as the process of maintaining cleanliness of the body. Personal Hygiene

can also increase the self- esteem and confidence, while minimizing the chances of

getting a disease. On the other hand, having a poor personal hygiene can lead to

many implications. Poor personal hygiene will increase the chance of having an

infection or diseases, but there are more aspects that can be affected. First one is the

social aspect, people who has a poor practice might experience Social

Embarrassment. Poor personal hygiene can have negative impact on the job, no
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company will hire to represent by someone who are has a bad personal hygiene.

Some people experience depression and dementia because of bullying. In order to

find a job, specifically in food industry, personal hygiene is a must. Without or

having a poor hygiene is hard on finding a job, because no company will hire that

kind of people.

Wearherspoon (2018) said that, Personal Hygiene is how you care your body.

Personal hygiene is the practice that includes washing your hands, sanitizing your

hands, bathing, brushing your teeth, and more. This practices can help you and the

people around you to prevent illnesses and this can also help you feel good about

your appearance. The crew must be clean and presentable when it comes for serving

the foods to the customers because this will affect the perception of the customers to

the food that the crew is serving.

Donohoe (2019) “Employee Performance Definition” said that employee

performance refers to the behavior of workers in the workplace and how does the

crew perform the job. Employee performance also relates to how well workers can

conduct their required job duties. At this point, evaluating performance is an easy

way to identify the need to additional training and mentoring the employees to

improve the workforce. Performance or the behavior of an employee plays a big

role to an establishment. With this, customer will be glad every time the customer

visits the store. Every employee has their own duty, evaluating performance of the

employees by their duty is the easiest way to analyze and identify where they lack
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of. Once identified, the training and teaching will perform to improve the crew. For

example, service crew in convenience store has a problem and that problem is a big

problem. The employee brings the problem while on duty, and by that the behavior

of the employee is affected. The employee’s behavior also affects the customer,

because the employee is affected by the problem.

Wilson (2018) “Survey reveals No. 1 reason people shop at convenience

stores” found out that millennials are prefer to buy food from the convenience

store, because of the price of convenience foods are cheap and affordable. Ages 15-

19 is most likely students, so students are selecting to go to convenience stores,

than going to grocery stores. One reason is the location of the store; the

establishments are located near at schools, hence students tend to buy from the c-

stores. Older consumers identify the convenience store to its location and

convenience, adults don’t mind about the price as long as the store is doing the job

greatly and conveniently.

Fiene (2018) “How Convenience Stores Can Win Over Millennial Women”

stated that, in order to maintain the number of female who visit the convenience

store is to keep the are clean and well-lit. These things are in the top of the minds

of the female, followed by the foods and beverages. One more standard that a

female want is the safeness of the establishment, because convenience store is one

of the establishment that is often being robbed. Females are commonly buy

beverages, specifically coffee and non-coffee beverages, females drinks coffee

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anytime, anywhere, thus selling coffee is one of the most effective way to attract

women to visit a convenience store.

Tan (2017) “The Importance of Face Mask in Food Serving Industries” said

that, wearing food mask is a good practice for service crews while serving or

cooking foods. Wearing food mask will benefit both customer and wearer, because

if the crew is wearing mask, the customer is confident that the food is clean and

safe. On the other side, wearer can take the trust from the customer and have a

possibility to increase the sales of the market. Sometimes, customers tend to talk

with the crew, especially while cooking, so mask will be helpful for the crew to

respond with the customers. Phlegm can be the way to transfer diseases, so wearing

mask is required if the crew knows that he/she have one. Food mask is really

helpful for the food establishments to avoid negative feedback and make the crews

more professional.

Bucaro (2015) “What Are Good Customer Service Skills?”. Patience is

important to the whole company, being patient will make the service crew easily

understand the concerns and problems of a customer. Being patient is where

empathy comes to play, empathy is simply putting yourself into the customer’s

place. A company can be easily recognized, if the employees have patience for the

customer. A customer will rather choose to spend their money to a small company

with patience employees, than in a highly recommended company, but with lack of
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patience employees. Do not rush the customer, just let the customer think and

choose.

McKernan (2017) “The Importance of Wearing Uniforms at Work”.

Company uniform is not just piece of cloth just to show what company the

employees are working with. Uniform plays a big role for an establishment, this

will be beneficial for the customer, employees, and the owner. For example, the

customer has an inquiry about the product, the customer will easily recognize who

is the worker of the company. Employees can also benefit with the uniform by

saving time and money. Uniform can save time when choosing what to wear before

go to work, while uniform can save money by not spending money to buy clothes

for work, because the already provided one. For the owner, uniform can be used as

a free advertise because the uniform is attach with a logo of the company. The

company name can be easily recognize with the help of the uniform, that is much

cheaper than making TV Ads, Billboards, etc.

Orenstein (2018) said that personal hygiene habits like brushing teeth,

washing hands, flossing, etc. can keep you away from viruses and harmful bacteria.

Personal hygiene is not only about physical health; this also affect the mental

health. If the person is physically clean, then the person will not think about the

being discriminated. Personal hygiene can also boost your self-confidence, because

you know that you are clean and fragrant. In convenience store, service crew must

do the common habits to be confident to interact with the customers and serve the
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customers well. If the crew has a poor hygiene, the crew cannot focus in job

because of thinking that the customer or people will notice the crew’s poor

hygiene.

Doyle (2019) “Important Interpersonal Skills That Employers Value” stated

that in hiring, interpersonal skills is one of the top criteria of the employer.

Interpersonal skills are important as personal hygiene, having only one of those is

not enough to be a decent employee. Interpersonal skills are significant regardless

of what the job is, even if it is independent work styles. The employee must know

how to communicate clearly and effectively. In convenience store, crew must apply

the soft skill when inside the store to have a good relationship with the customer

and gain the trust and respect for the establishment. Having a crew that has a soft

skill is better than a crew that only has hard skill.

Kerr (2019) “What are Interpersonal Skills: Definition, Examples &

Importance” point out that, interpersonal skills is a key indicator to be successful.

This means, interpersonal skill can lead the person to their dream job. Interpersonal

skill is one of the most sought skills in an employee, and having this will make you

hire in no time. There are 10 most effective interpersonal skills such as Emotional

Intelligence, Communication, Reliability, Leadership, Positivity, etc. A lot of

effective way for the job seeker to get their wanted job. The service crew is one

example of an employee to seek these skills, because the crews might be one of the
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chosen manager of the store. Leadership is one of the most effective interpersonal

skill, so this can be the bridge to be promoted to become a store manager.

Benckiser (2017) "Importance of Personal hygiene” stated that Good personal

hygiene is important for both health and social reasons. It entails keeping your

hands, head and body clean so as to stop the spread of germs and illness. Your

personal hygiene benefits your own health and impacts the lives of those around

you, too. The social benefits associated with personal habits must also be

considered. Since it involves washing your body every day and caring for yourself,

it reduces the chances of body odor and thus, any chances of embarrassment at

work. The employee must wash the hands, bathing daily, and must have hygienic

clothes. Good personal hygiene is important on the job because being clean or

hygienic will helps you to become more confident in communicating to the

customers because you will think that the customers will trust you and the

convenience store. 7-Eleven and Ministop must know the Personal Hygiene to have

a good feedback or ratings from the customers. The crew in 7-Eleven and Ministop

must have a good hygiene specifically in wearing proper and neat uniform because

if you are wearing the proper uniform, the customers will be confident to the crew

because the customers will think that the management of the convenience store is

good. The employee must also keep the hands clean and nail trimmed because it is

very important in serving the food because the cleanliness of the crew will reflect

to the food that the is serving. The crew must be looks tidy, neat and presentable

because it will attract the customers while serving.

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LaMarco (2019) "The Effects of Interpersonal Communication in an

Organization" stated that Interpersonal communication is all about the exchange of

thoughts and ideas between individuals using a variety of methods, including

words, tonal variation, facial expressions, gestures, and body language.

Interpersonal communication and the skills to relate with others aren’t just

important for an individual, but they happen to be at the core of the success of an

organization. When interpersonal communication in the workplace is effective, it

makes operations more efficient and teamwork not only possible but also easier.

The employee must good in communicating to the customers because the customer

will be glad to the crew specially to the management of the manager. If the

employee is well-trained in terms of interpersonal skills, the work of the employee

will become easier.

LOCAL LITERATURE

Lagua (2018) “Food safety” said that locally, not all restaurants are complying

with governmental regulations since there is a large number of small restaurants

nationwide. Lack of training on and enforcement of the laws at the local level is also

one of the reason. Inspections are important if foods are involved. Occasional

inspection will lead to a poor performance of the establishment and can possibly

develop food contamination. Food-borne illnesses is caused by the food handlers,

because if the establishment have a poor sanitation practices, then the food handlers

might be the cause of the illness. Food handling is about how the crew will handle
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the food before serving. In terms of convenience store, food handling is significant.

Food handling inside a c-stores are monitored by customers, because almost all of

the convenience store are handling the convenience foods on the counter.

Tan (2015) “Social skills” point out that social skill can help an individual stay

longer on their job. For example, salesman without good social skill might not be

stay longer, because being a salesman social skills are important to get more

customers. Having a good social skill, means having a good interaction with the

people around ‘you’. Interpersonal Skill is also known as Social Skill, there is no

difference between the two. Not all people has an interpersonal skill, some people

focuses on intrapersonal skills. Intrapersonal skill is a skill where a person is likely to

interact with him/herself. So that, interpersonal skill is more important than

intrapersonal skill in terms of selling products or working in food industry. In

convenience store, service crew must have an interpersonal skill, so that interacting

with different types of customer can be easily handle. Moreover, the crew will be

closer to his/her co-worker.

Modequillo (2019) “The importance of personal hygiene” said that the issue of

Personal hygiene can be quite ordinary or common. Everyone should strive to

maintain personal hygiene so that the cleanliness is contain. Everyone wants to be

physically clean to be more attractive to the customers because the customers will be

more comfortable because they think that the foods are also clean. The crew will be

more comfortable to serve the customers because the crew is clean and presentable.
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The personal hygiene of the crew will reflect to the foods that is serve by the crews

or somehow affect the perception of the customers regarding the foods. People

normally wouldn’t want to be around by someone who is dirty. In Convenience store,

being clean will help to increase the self-confidence of every crew on serving foods.

Moreover, having a good hygiene will gain admiration from the other workers.

Garcia (2019) “Convenience Stores in the Philippines” said that convenience

stores are fast growing business in the Philippines, because of the 24-hour service.

Early shift and Late night shift is common locally, so convenience store is in demand

in the Philippines. Products in grocery store can also find in convenience store, but

the disadvantage in c-store is the product is costly. Aside from the products, service

crew or clerk performance is one of the basis to identify a good convenience store.

Service quality is significant as the food quality in convenience store. No matter how

good the products or foods that the store offers, poor performance or behavior of a

crew will destroy the image of the store.

FOREIGN STUDIES

Tessema et al. (2017) “Factors affecting food handling Practices among food

handlers of Dangila town food and drink establishments, North West Ethiopia”

based on the study, food borne diseases are major health problem all over the world.

The reason for this is the lack of knowledge in food handling. In this study, the

researchers show the factors affecting the food handling and food handlers are the

marital status, monthly income, existence of shower facility, knowledge status,

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existence of separate dressing room, and presence of insect and rodent. The main

factor that really affects the food handlers is the existence of shower facility and the

presence of insects and rodents. Without comfort room inside a working site will

surely be poor in terms of food safety, because the workers cannot clean or wash

themselves while inside the site. Presence of insects and rodents are uncontrollable.

That is why existence of insects and rodents are included as the main factor affecting

the food handling and food handlers. In convenience store, having shower facility is

important inside a convenience store, because some crews are preparing inside the

store before their duty. Moreover, some customer will use the comfort room in case

of emergency.

Devi and Chahar (2015) said that social skills should be include in the

curriculum for all classes from K-12. Social skills will increase the academic skills of

the students through mastery and performance skills and increases correct and

acceptable social skills. Social skills can affect the academic skills depending on the

level of knowledge in social aspect of a student. A student with high interpersonal

skill will increase the ability to stay focus in the classroom and improve peer and

teaching bonding, as well as the academic performance. If the social skills are

included in every curriculum, there will be an improvement in the academic

performances on the students. Social skills or also known as interpersonal skills are

helpful for every individual. Either a student or an employee can learn interpersonal

skills and be able to use the skill to communicate or interact with other person.

Service crews must need social or interpersonal skills so that interacting with the
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customers will be easier. Moreover, crews might gain trust and loyalty from the

customer.

According to Al-Rifaai et al., (2018), Personal Hygiene defines as practice of

maintaining cleanliness of our body and keeping our good health. Maintaining the

personal hygiene can help to increase the confidence and self-esteem. While the

failure of maintaining the hygiene may have any implications not only there is

uncertainty of getting an illness. Based on the studies of Al-Rifaai, female had a

better knowledge when it comes to personal hygiene, more hygienic in hand hygiene,

and cleanliness of the body. Female are more hygienic rather than male but the male

showed the better oral hygiene practice.

Ismajli et al. (2015) “The Importance of Motivation Factors on Employee

Performance in Kosovo Municipalities” said that the performance is based on the

motivation of an individual. Motivation can be defined as a reason (or reasons)

which lead an individual to act in a certain way. With motivation, performance of the

worker gthe salary, if the salary is above minimum then the worker will tend to show

great performance. Performance and motivation is just like a mirror; performance

reflects on what is the motivation. In this case, performance and motivation is a win

win situation. If the owner increases the salary, then the worker’s performance will

also increase. Service crews in convenience stores salary is below minimum, that is

why some of the crews are not doing their job properly.
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Ivan and Rajic (2016) found out that employee’s responsive, empathetic, and

assuring behavior are the most important service quality. These skills affect the

customer expectation and experience in convenience store. Service quality is very

important, especially in convenience store. Crew and customer in convenience store

is tend to communicate face to face, unlike in other food establishment. So the

customer can observe and experience the skills that the crew have.

LOCAL STUDIES

Lubos (2016) “Food Safety Knowledge and Handling Practices of Street

Vendors” stated that some of the food safety knowledge of the vendors could not be

translated to practice due to the absence of basic facilities such as water and toilets at

their vending sites. The vendors need at least the basic infrastructure for training on

hygiene and sanitation. Without basic infrastructure, training hygiene and sanitation

is impossible. Water and toilets is the basic facilities that are needed to know the

basic knowledge about hygiene and sanitation. Hence the establishment will become

poor in food handling and food sanitation.

Patacsil and Tablatin (2017) “Exploring The Importance of Soft and Hard

Skills as Perceived by IT Internship Students and Industry: A Gap Analysis” stated

that the findings of this study revealed that teamwork and communication skills are

very important soft skills to be possessed by IT graduates because without those

skills, working will be hard. In working, there must be a teamwork, with this doing

something will be easy for all of the workers to finish their work. Teamwork and
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communication skills plays a big role in terms of working. Teamwork will make the

job easier to do, because all workers are working to finish the job. Communication

skills will help to communicate or interact with your co-workers. In a convenience

store, teamwork and communication skills is also important. With teamwork and

communication skill, working inside a store would be a lot easier. Working with your

co-worker and with good communication skill is absolutely better than working

alone.

Aquino et al. (2016) in their study entitled “The Food Safety and Sanitation of

Practices of Pila Delights Cafeteria in International Rice Research Institute (IRRI)

in Los Baños, Laguna”, stressed that not wearing net, apron, and hand gloves affects

the establishments rating. The proper uniforms have a 2 purpose: protect the wearer

or the handler and protect the food. Even in counter service, cutting nails and

removing jewelry is significant. Nails and jewelry can contain bacteria, because

bacteria will just stick on the excess nails and jewelries. Other establishment does not

take this seriously, but wearing proper uniform and having a proper personal hygiene

is significant. With this, customer will think that the food is safe and free from any

contamination. Service crew in convenience stores does not wear net, apron, and

hand gloves. Crews does not cook inside in the store, but still proper hygiene is

important in convenience store. Instead, crews in convenience store must wear the

proper uniform.
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Angeles et al. (2015) "Job Satisfaction and Performance level of Ajinomoto

Philippines Corporation Lucena Branch" stressed that there is no significant

relationship between job satisfaction and performance level of employees. The

satisfaction of the employees affects the performance on how the worker is being

handled by the management. If the Manager handles the employee in positive way,

then the worker will do the job according on how the employee is treated. Treating

the workers in a right way can cause the employee to work properly and sometimes

the crews well because of it, the crews are not doing the job properly and sometimes

the crews are not focus on the job.

SYNTHESIS

Raynor (2015) stated that that training in safe food handling is important for

any food business and anyone who undertakes or supervises food handling

operations. Lagua (2018) and Tessema et al. (2017) both point out that lack of

training in food handling can cause the spread of food-borne illnesses and food

contamination. While Lubos (2016) and Tessema et al. (2017) both said that absence

of basic facilities is the reason why training hygiene and sanitation is impossible.

When there is lack of knowledge in food handling, it can develop food contamination

and spread food-borne diseases. If the crew are not trained, it can kill people by

contaminating the food before the customer eats the product.

Tan (2016) and Patacsil & Tablatin (2017) both stated that interpersonal skills

is important on the workers. Workers make their job easier with the interpersonal
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skills, teamwork is cause by interpersonal skills. When the group has a social skill,

they produce teamwork, and it can lessen the job effort. While Lim (2019) said that

interpersonal skills are the behaviors and strategies that are used by the person to

communicate or interact with others effectively. Devi and Chahar (2015) added that

interpersonal skill can improve one’s academic skill. The students will tend to

interact with the teachers and classmates, that will result to increase on performance

of the student.

Johnson (2019), Modequillo (2019) and Al-Rifaai et al. (2018) agreed that

personal hygiene is maintaining the cleanliness of our body and keeping our body

from diseases. By maintaining the body clean, personal hygiene will increase the

self-esteem and confidence, added by them. While Aquino et al. (2016) said that

wearing proper uniform is also a part of personal hygiene, because it can affect the

perceptions of the customer on the food they are serving.

Donohoe (2019) and Alonzo (2018) both said that employee performance also

relates to how well workers can conduct their required job duties. service crew

performance is the act of doing the job. Ismajli et al. (2015) stated that performance

is based on the motivation of an individual. The salary is considered as one of the

motivation of an employee. Service crew in convenience stores has a below

minimum salary, that is why the performance is affected by the salary the crew gets.

Angeles et al. (2015) stressed that job satisfaction can affect the performance level of
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employees. The employee's performance is related on the satisfaction and on how the

crews are treated.

Theoretical Framework

Mulder (2018) stated in her study that the most popular model for evaluating

service quality is SERVQUAL, which was developed by and has attributes of

tangibility, competency, courtesy, reliability, responsiveness, credibility, access,

assurance, security and understanding. Reference later used a factor analysis to

reduce these 10 dimensions to five. The five dimensions are: Tangibles— the

physical facilities, equipment, and staff appearance; Reliability—The ability to

perform the promised service dependably and accurately; Responsiveness—the

willingness to provide prompt service and help customers; Assurance (which

includes competence, courtesy, credibility, and security) — the knowledge and

courtesy of employees, plus their ability to inspire trust and confidence; and Empathy

(including access, communication, and understanding the customer) —the caring and

individualized attention that the firm provides to its customers. To date, SERVQUAL

has proven to be parsimonious model in various service organizations and industries,

including banks, to measure service quality.

Conceptual Framework

Input Process Output

 Respondents  Gathering Data  Compare the Selected

Customers of 7-Eleven  Survey Convenience Store in
and Ministop. Questionnaires Caloocan City
 Statistical
 Service Crew  Enhance Food
Performance on Analysis Handling of the
Selected Convenience  Analysis & Service Crews.
Store in Caloocan City Interpretation
 Food Hygiene  Conclusion  Improve the
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FEEDBACK

Figure 1: Conceptual Paradigm of the Study

The research used a functional input-process-output to present how the study is going

to be conducted. The IPO model identifies the inputs, outputs that required

processing task to transform the inputs to outputs. It is also configured to include any

storage that might happen in the process as well. Inputs represent the flow of data

and materials came from the outside that will undergo to processing, then the

processing step includes all tasks required to effect a transformation of the inputs.

The outputs data are the final product or the results of processing step. This model

viewed as a sequence of boxes connected by inputs/outputs wherein information flow

through a series of

activities or tasks based on a set of decision points/rules. Process diagrams or flow

charts can be used to present this model. See Figure 1.

CHAPTER 3

RESEARCH METHODOLOGY
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This chapter presents the Research designs, setting of the subject, Validation

and Gathering procedures, Number of respondents together with the sampling

techniques and Statistical treatment utilized on the study.

Research Design

This study is a descriptive quantitative research which utilized statistical

tools to evaluate and interpret the data from the result of the survey questionnaire.

According to Bhat (2019), descriptive quantitative research is method that attempts

to gather quantifiable data and information to be used for statistical analysis of the

population sample. This method is a popular market research tool that allows to

collect and describe the nature of the demographic segment.

The main research instrument used to gather information on this study is

survey questionnaire. To a survey questionnaire is a set of questions used in a

survey. The survey questionnaire is a type of data gathering method that is used to

collect, analyze and interpret the different opinions and perceptions of the different

respondents from a particular population.

Research Locale

The subject of this topic focuses on 7-Eleven located at 7 th avenue Maria

Clara street Caloocan city and on Ministop located at Andres Bonifacio avenue

Balintawak.
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Figure 2: 7-Eleven Guide Map

Figure 3: Ministop Guide Map

Population and Sampling

The respondents are composed of 150 customers in 7-Eleven and 134

customers in Ministop Caloocan City. This study used purposive sampling

technique. The researchers will utilize the systematic sampling technique wherein a

type of sampling technique under the probability sampling which starts in

determining the number of population and define the sampling fraction enable to get

the respondents.
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Table 1. Distribution of Respondents

Respondents Population f %
7-Eleven 240 150 52.82
Ministop 200 134 47.18
Total 440 284 100
Based on the table 1 as to the distribution of respondents, there are 240

customers per 8 hours in 7-Eleven based on the observation of the researchers, upon

undergoing to Slovin’s Formula there are 150 samples in 7-Eleven. On the other

hand, there are 200 customers per 8 hours in Ministop based on the observation of

the researchers, upon undergoing Slovin’s Formula there are 134 samples in

Ministop. The total population is 440, upon usinge Slovin’s Formula the total

samples are now 284 or 100% of the total sample population.

Research Instrument

The primary instrument of this study is a self-made survey questionnaire and

developed by the researcher.

Part I, is the demographic profile of the respondents.

Part II, states the assessment of the level of service crew performance of the

selected convenience store in Caloocan City.

Validation of Instrument

The Drafted survey questionnaire was presented to the research professor

and thesis panelists for validation. The research professor and expert panelists

validate through scrutinizing the survey questionnaire carefully, checking for the

proper grammar or wordings and contents that will cover all questions on the

statement of the problem.

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After presenting to the experts, revision and modifications were made to fit to

the statement of the problems. Distribution of questionnaire for pilot testing which

will undergo to Cronbach’s Alpha for reliability test. Then, enough copies of survey

questionnaire will be distributed on the target respondents for assessment of the

statement of the problem related questions.

After gathering information, this is the time to formulate solution and

recommendation based on the results.

Data Gathering Procedures

The following steps were undertaken in the study:

1. Sent the letter to request permission to conduct the study to 7-Eleven and

Ministop

2. Conducted a brief orientation for the purpose of the study and some of the

contents in the questionnaire that is needed for further explanations specifically

for the customers.

3. Administered the survey questionnaire given to the respondents.

4. Retrieved tallied survey questionnaires.

5. Tabulated, Analyzed, and statistically treated of the gathered data.

Statistical Treatment Data

The following will be utilized as the statistical tools for the data:

1. Slovin’s Formula: The researchers will use Slovin’s Formula to determine

and decide on the number of the respondents according to the total number of

population with a margin of error of .05

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Formula:

N
n= 2
(1+ N e )

Whereas:

n = number of samples

N = Total number of Populations

e = margin of error

2. Percentage: To determine the relation of a part to a whole into a

percentage form.

Formula:

F
P= x 100 %
N

Whereas:

P = Percentage

F = Frequency

Frequency Distribution: The number of occurrences of a particular item in

a set of data.

3. Ranking. Is used to determine the sequence of increasing and decreasing

magnitude of variables. The largest frequency is rank wherein 1 is the highest

going down to the last number.

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4. Cronbach’s Alpha: it is used to determine the level of reliability of the

survey questionnaire as how consistent that the respondents understand each

questions on survey questionnaire.

Formula:
k 2
k Σ 1=1 O Y
α= (1− )
k −1 2
O x

Where:

k = the number of items/questionnaire.

k 2
Σ 1=1 O Y = sum of the variance.

2
O x = total score of variance.

Cronbach’s Alpha Internal Consistency

a > 0.9 Excellent
0.9 > a > 0.8 Good
0.8 > a > 0.7 Acceptable
0.7 > a > 0.6 Questionable
0.6 > a > 0.5 Poor
0.5 > a Unacceptable

5. Weighted Mean. It is the average calculated by taking into account not only

frequencies of values of a variable but also some other factors such as other

variance. The weighted mean average of observed data is result of dividing

the sum of the products of each observed value, the number of times it occurs

and this other factor by total number of observations.

Formula

x = εfx n

Wherein:
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X = Weighted Mean

εfx = Total Weighted Score

N = Number of respondents

Likert Scale. Is the term often used interchangeably with rating scale, or more

accurately the Likert type scale, even though the two are not synonymous.

The scale is named after its inventor, psychologist Rensis Likert.

For Service Crew Performance

Scale Range Verbal Interpretation Symbol

5 4.51 – 5.00 Always A
4 3.51 – 4.50 Often O
3 2.51 – 3.50 Sometimes ST
2 1.51 – 2.50 Seldom S
1 1.0 – 1.50 Never N

6. T-Test
According to Kim (2015), T test can be defined as student’s test. It is a type

of statistical test that is used by the students to evaluate whether the mean of

the two sets of data are statistically significantly different from each other. It

is one of the most widely used statistical hypothesis test in students.

Formula:

t=
∑d
√ n¿ ¿ ¿ ¿
Whereas:

d = Difference per paired value

n = number of samples

CHAPTER IV
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PRESENTATION, ANALYSIS AND INTERPRETATION

This chapter presents the data gathered, the result of the statistical analysis

done and interpretation of findings. These presented in tables following the

sequence of the specific research problem sub-problem regarding the Service

Crew Performance on Selected Convenience Store in Caloocan City.

Sub-problem No.1: What is the demographic profile of the

respondents in terms of:

1.1 Age

Table 2. Respondents as to Age

Age 7-Eleven Rank Ministop Rank

f % f %
15-19 91 60.67 1 50 37.31 1
20-25 21 14 2 21 15.67 2
26-29 16 10.67 3 15 11.19 5.5
30-35 10 6.67 4.5 15 11.19 5.5
36-40 10 6.67 4.5 17 12.69 3
Above 40 9 6 6 16 11.94 4
Total 150 100 134 100
As shown in the table as to the gender of the respondents on selected

convenience store in Caloocan city, age 15-19 got the highest number of

respondents in both store with a total of 91 and a percentage of 60.67% in 7-

Eleven, while Ministop having a total of 50 and a percentage of 37.31%.

Followed by age 20-25, got the second highest number in both store with a

number of 21 and percentage of 14% in 7-Eleven, while the Ministop got a

total of 21 and a percentage of 15.67%. Third rank for 7-Eleven is age 26-29
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with a total number of 16 and percentage of 10.67%, while Ministop’s third

rank is ages 36-40 with a total of 17 and percentage of 12.69. Next to the line

in 7-Eleven is ages 26-29 and 30-35 with a total number of 10 and a

percentage of 6.67%, Ministop’s fourth rank is age above 40 with a total of

16 and a percentage of 11.94.

The table shows that most of the respondents age range is 15-19, which

means most of people that is in this range is students. This one is expected

because both stores are located near at schools. 7-Eleven is located near in

Cecilio Apostol Elementary School and Maria Clara High School, while

Ministop is located near in Tandang Sora Integrated School. In that case,

determining who is most likely to be the respondents of this study is easy.

Most student’s intention are not to buy; students are making the establishment

like a waiting or meeting area. One reason here is that the food inside the

stores is for the students that has a tight budget. Convenience foods are

affordable, but it is enough to fulfill the customer’s needs.

Wilson (2018) “Survey reveals No. 1 reason people shop at convenience

stores” found out that millennials are prefer to buy food from the

convenience store, because of the price of convenience foods are cheap and

affordable. Ages 15-19 is most likely students, so students are selecting to go

to convenience stores, than going to grocery stores. One reason is the location

of the store; the establishments are located near at schools, hence students

tend to buy from the c-stores. Older consumers identify the convenience store
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to its location and convenience, adults don’t mind about the price as long as

the store is doing the job greatly and conveniently.

1.2 Gender

Table 3. Respondents as to Gender

Gender 7-Eleven Rank Ministop Rank

f % f %
Male 71 47.33 2 62 46.27 2
Female 79 52.67 1 72 53.73 1
Total 150 100 134 100
Based on Table 3, as to Gender of the respondents, in 7-Eleven, Female got

the highest total number of respondents with the total of 79 or 52.67% and

Male got the lowest total number of respondents with the total of 71 or

47.33% While in Ministop, Female also got the highest total number of

respondents with the total of 72 or 53.73% and male got the lowest total

number of respondents with the total of 62 or 46.27%.

The table shows that female is often goes to the convenience store because

most of the products in 7-Eleven and Ministop are for female like Sanitary

Napkins, Tissue, hair brush, compact mirror, etc. and female prefer to go to

convenience store than retail store, because the c-stores has a chair and air-

conditioned, unlike in retail store. There is not much difference in number

between the male and female, the reason is couples are commonly entering

the convenience store after school.

Fiene (2018) “How Convenience Stores Can Win Over Millennial Women”

stated that, in order to maintain the number of female who visit the
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convenience store is to keep the are clean and well-lit. These things are in the

top of the minds of the female, followed by the foods and beverages. One

more standard that a female want is the safeness of the establishment, because

convenience store is one of the establishment that is often being robbed.

Females are commonly buy beverages, specifically coffee and non-coffee

beverages, females drinks coffee anytime, anywhere, thus selling coffee is

one of the most effective way to attract women to visit a convenience store.

Sub-problem No.2: What is the service crew performance of the

selected convenience store in Caloocan City in terms of:

2.1 Food Handling

Table 4. Assessment of the Service Crew Performance on Selected

Convenience Store in Caloocan City as to Food Handling.

Indicators 7-Eleven Rank Ministop Rank

W.M V.I W.M V.I
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1.1. Handles the food carefully. 4.29 O 1 4.24 O 1

1.2. Use utensils when serving 4.18 O 2 4.10 O 2

food.
1.3. Wear mask while serving 3.47 ST 5 3.60 O 5
the food.
1.4. Check the condition of the 4.09 O 3 3.91 O 3
food before serving.
1.5. Use hand sanitizer or 3.93 O 4 3.80 O 4
washing hands before serving.
Composite Weighted Mean 3.99 O 3.93 O
Legend:

Based on the table, as to the assessment of service crew performance on

selected convenience store in Caloocan City as to Food Handling. Four (4) items is

rated as Often in 7-Eleven, which means the store is often handles the food carefully

with a weighted mean of 4.29, followed by using utensils when serving with a

weighted mean of 4.18. Next is the Checking of food condition before serving with a

weighted mean of 4.09, and lastly is Using hand sanitizer or washing hands before

serving with a weighted mean of 3.93. The item that got the least ranking is wearing

a mask while serving the food with a weighted mean of 3.47 and verbal interpretation

of Sometimes. 7-Eleven got a composite weighted mean of 3.99 and verbal

interpretation of Often. On the other hand, five (5) items is rated as Often in

Ministop, which means that the crews are doing good in terms of food handling as

Sca Range Verbal Interpretation Sym

le bol
5 4.51 – 5.00 Always A
4 3.51 – 4.50 Often O
3 2.51 – 3.50 Sometimes ST
2 1.51 – 2.50 Seldom S
1 1.0 – 1.50 Never N
perceived by the customers. The highest rank that got a weighted mean of 4.24 is
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Handles the food carefully, followed by Use utensil while serving with a

weighted mean of 4.10. Then, next is Check the condition of the food before

serving with a weighted mean of 3.91. Second to last is Use hand sanitizer or

washing hands before serving with a weighted mean of 3.80. The item that

got the least rating is Wear mask while serving the food with a `weighted

mean of 3.60. Overall, the Ministop composite weighted mean is 4.14 and

verbal interpretation of Often.

The table shows that the service crew of selected convenience store is Often

doing the job in terms of Food Handling and making the customer satisfied

with the service of the crew on the same store. Even though the stores got a

rate of Often, the crews must maintain wearing mask while serving food

because not wearing mask while serving creates a higher number of

possibility in passing air-borne diseases. A lot of people today is aware and

knowledgeable in food safety, that is why food establishment, like

convenience store, must have a proper practice in food handling for the

service crew.

Tan (2017) “The Importance of Face Mask in Food Serving Industries” said

that, wearing food mask is a good practice for service crews while serving or

cooking foods. Wearing food mask will benefit both customer and wearer,

because if the crew is wearing mask, the customer is confident that the food is

clean and safe. On the other side, wearer can take the trust from the customer

and have a possibility to increase the sales of the market. Sometimes,

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customers tend to talk with the crew, especially while cooking, so mask will

be helpful for the crew to respond with the customers. Phlegm can be the way

to transfer diseases, so wearing mask is required if the crew knows that

he/she have one. Food mask is really helpful for the food establishments to

avoid negative feedback and make the crews more professional.

2.2 Interpersonal Skills

Table 5. Assessment of the Service Crew Performance on Selected

Convenience Store in Caloocan City as to Interpersonal Skills

Indicators 7-Eleven Rank Ministop Rank

W.M V.I W.M V.I
1.6. Greets whenever the 4.04 O 3 4.23 O 2
customer enters the store.
1.7. Assist the customers. 3.95 O 4 4.16 O 3
(Inquiries)
1.8. Accommodate the customers 3.81 O 5 3.87 O 4
whenever the customers arrived.
1.9. Attentive and sensitive to the 4.06 O 2 3.84 O 5
needs of the customers.
1.10. Crews have patience in 4.17 O 1 4.28 O 1
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customers when ordering.

Composite Weighted Mean 4.01 O 4.08 O
As shown on Table 5 as to the assessment of service crew performance on

selected Convenience store in Caloocan City in terms of Interpersonal Skills,

Crews have patience in customers got the highest weighted mean of 4.17 or

Often while Ministop got the highest weighted mean of 4.28 or Often in

Crews have patience in customers when ordering. Followed by, Attentive and

sensitive to the needs of the customers in 7-Eleven with a weighted mean of

4.06 or Often while Ministop got a weighted mean of 4.23 or Often in Greets

whenever the customer enters the store. Furthermore, in 7-Eleven, greets

whenever the customer enters the store got the weighted mean of 4.04 or

Often while Ministop got a weighted mean of 4.16 or Often in Assist the

customers. On the other hand, Assist the customers in 7-Eleven got a

weighted mean of 3.95 or Often while Ministop got a weighted mean of 3.87

or often in Accommodate the customers whenever the customers arrived.

Lastly, Accommodate the customers whenever the customers arrived in 7-

Eleven got the lowest weighted mean of 3.81 or Often, while Ministop got the

lowest weighted mean of 3.84 or Often in Attentive and sensitive to the needs

of the customers. All in all, 7-Eleven composite weighted mean is 4.01 and

verbal interpretation of Often while Ministop composite weighted mean is

4.08 and verbal interpretation of Often.

This table shows that the service crew performance on selected convenience

store in terms of Interpersonal Skill is rate as Good. The indicator that got the
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highest rank in 7-Eleven and Ministop is Crews have patience in customers

when ordering. This means that crews on the said stores are patient enough to

wait for the customer, which is a good sign for the establishments. There are

lot of convenience store in Caloocan City, luckily, the crews in this stores are

doing their job well based on the customer we inquired.

Bucaro (2015) “What Are Good Customer Service Skills?”. Patience is

important to the whole company, being patient will make the service crew

easily understand the concerns and problems of a customer. Being patient is

where empathy comes to play, empathy is simply putting yourself into the

customer’s place. A company can be easily recognized, if the employees have

patience for the customer. A customer will rather choose to spend their

money to a small company with patience employees, than in a highly

recommended company, but with lack of patience employees. Do not rush the

customer, just let the customer think and choose.

2.3 Personal Hygiene

Table 6. Assessment of the Service Crew Performance on Selected

Convenience Store in Caloocan City as to Personal Hygiene

Indicators 7-Eleven Rank Ministop Rank

W.M V.I W.M V.I
1.11. Wear hairnet, gloves and 4.31 O 4 4.24 O 4
other personal protective
clothing
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1.12. Wear proper and neat 4.43 O 1 4.58 A 1

uniform.
1.13. Maintain the looks tidy, 4.34 O 2 4.29 O 2
neat and presentable
1.14. Keep the hands clean and 4.32 O 3 4.18 O 5
nails trimmed.
1.15. Covers with towels/tissue 4.21 O 5 4.20 O 3
when sneezing or coughing.
Composite Weighted Mean 4.32 O 4.30 O
Based on Table 6 as to the Assessment of Service Crew Performance on

Selected Convenience store in Caloocan City in terms of Personal Hygiene,

wear proper and neat uniform in 7-Eleven got the highest weighted mean of

4.43 or Often while Ministop got the weighted mean of 4.58 or Always in

Wear proper and neat uniform. Followed by Maintain the looks tidy, neat and

presentable in 7-Eleven with a weighted mean of 4.34 or Sometimes, while

Ministop got a weighted mean of 4.29 or Often in Maintain the looks tidy,

neat and presentable. Furthermore, 7-Eleven got a weighted mean of 4.32 or

Often in keeping the hands clean and nails trimmed, while Ministop got a

weighted mean of 4.20 or Often in Covers with towels/tissue when sneezing

or coughing. On the other hand, Wear hairnet, gloves and other personal

protective clothing in 7-Eleven with a weighted mean of 4.31 or Often, while

Ministop got the weighted mean of 4.24 or Often in Wearing hairnet, gloves,

and other personal protective clothing. Lastly, covers with towels/tissue when

sneezing or coughing in 7-Eleven got a weighted mean of 4.21 or Often while

Ministop got a weighted mean of 4.18 or Often in keeping hands clean and

nails trimmed. To sum it up, 7-Eleven got a composite weighted mean of 4.32
 SYSTEMS PLUS COMPUTER COLLEGE 45
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and verbal interpretation of Often, while Ministop got a composite weighted

mean of 4.30 and verbal interpretation of Often.

As shown on the results, both stores got the highest rate in Wear proper and

neat uniform. The researchers observe that the crews are really wearing

proper and neat uniform when working. Wearing proper uniform is a sign of

good service and responsibility of a crew. When a crew is not wearing proper

uniform, this will reflect to the image of the establishment, because that

means the establishment is not responsible on their employees. Not just

wearing a uniform, the uniform must be neat and clean also, because if the

uniform is unclean there is a chance that the customer’s perception to the

establishment will be negative.

McKernan (2017) “The Importance of Wearing Uniforms at Work”.

Company uniform is not just piece of cloth just to show what company the

employees are working with. Uniform plays a big role for an establishment,

this will be beneficial for the customer, employees, and the owner. For

example, the customer has an inquiry about the product, the customer will

easily recognize who is the worker of the company. Employees can also

benefit with the uniform by saving time and money. Uniform can save time

when choosing what to wear before go to work, while uniform can save

money by not spending money to buy clothes for work, because the already

provided one. For the owner, uniform can be used as a free advertise because

the uniform is attach with a logo of the company. The company name can be
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known with the help of the uniform, that is much cheaper than making TV

Ads, Billboards, etc.

Table 7. Assessment on the Service Crew Performance on

Selected Convenience Store in Caloocan City as to Food Handling,
Interpersonal Skills, Personal Hygiene

Performance 7-Eleven Rank Ministop Rank

W.M V.I W.M V.I
Food Handling 3.99 O 3 3.93 O 3
Interpersonal Skills 4.01 O 2 4.08 A 2
Personal Hygiene 4.32 O 1 4.30 O 1
Overall Composite Mean 4.11 O 4.10 O
As depicted on Table 7, Service Crew Performance on Selected

Convenience Store in Caloocan City in terms of Food Handling, Interpersonal

Skills, Personal Hygiene. Personal Hygiene got the highest weighted mean of

4.32 with a verbal interpretation of Often, while Ministop got a weighted

mean of 4.30 with a verbal Interpretation of Often as to Personal Hygiene.

Followed by, Interpersonal skills in 7-Eleven with a weighted mean of 4.01

or Often, while Ministop got a weighted mean of 4.08 with a verbal

interpretation of Always. Lastly, Food handling got the lowest weighted

mean of 3.99 with a verbal interpretation of Often, while Ministop got the

weighted mean of 3.93 with a verbal interpretation of Often. The overall

composite weighted mean in 7-Eleven is 4.11 with a verbal interpretation of

Often and the overall composite weighted mean in Ministop is 4.10 with a

verbal interpretation of Often.

 SYSTEMS PLUS COMPUTER COLLEGE 47
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Sub-problem No.3: Is there any Significant difference between

the Service Crew Performance on Selected Convenience Store in

Caloocan City

Table 8. Significant Difference between the Service Crew Performance

on Selected Convenience Store in Caloocan City

Indicators DF Level of t-value Critical Interpreta Decision

Significanc Value tion
e
Food 133 .05 .049 1.960 Accept Ho Not
Handling Significant
Interpersonal 133 .05 .052 1.960 Accept Ho Not
Skills Significant
Personal 133 .05 .066 1.960 Accept Ho Not
Hygiene Significant
Overall 133 .05 .06 1.960 Accept Ho Not
Significant
As presented on Table 8 as to the significant difference between service

crew performance on selected convenience store in Caloocan City in terms of

Food Handling with the degree of freedom of 133, level of significance

of .05, and computed t-value of .049 and have a critical value of 1.960, since

the t-value is lower than the critical value, therefore the researchers accepted

the null hypothesis, which means there is no significant difference between

service crew performance on selected convenience store in Caloocan City as

to Food Handling. Interpersonal Skills with the degree of freedom of 133,

level of significance of .05, and computed t-value of .052 and have a critical

value of 1.960, since the t-value is less than the critical value, therefore the
 SYSTEMS PLUS COMPUTER COLLEGE 48
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researchers accepted the null hypothesis, which means there is no significant

difference between service crew performance on selected convenience store

in Caloocan City as to Interpersonal Skills. Personal Hygiene with the degree

of freedom of 133, level of significance of 0.05, and computed t-value of .066

and have a critical value of 1.960, since the t-value is lower than the critical

value, therefore the researchers accepted the null hypothesis, which means

there is no significant difference between service crew performance on

selected convenience store in Caloocan City as to Personal Hygiene in both

convenience store.

The result shows that the two convenience store has no significant

difference between service crew performance, which means the service crew

on selected convenience store are almost the same performance. The

researchers agree with the result because based on the researcher’s

observation, service crew on 7-Eleven and Ministop in Caloocan City has no

difference with their performance.

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CHAPTER V

SUMMARY, CONCLUSION AND RECOMMENDATION

This chapter presents the summary of the findings, conclusions and

recommendations based on the data analyzed in the previous chapter. Some limitations

have been identified.

Summary

The following are the findings of the specific problems raised in the study:

1. Respondents as to Age of Selected Convenience Store age 15-19 also got

the age 15-19 got the highest number of respondents in both store with a total of 91 and

a percentage of 60.67% in 7-Eleven, while Ministop having a total of 50 and a

percentage of 37.31%. Followed by age 20-25, got the second highest number in both

store with a number of 21 and percentage of 14% in 7-Eleven, while the Ministop got a

total of 21 and a percentage of 15.67%. Third rank for 7-Eleven is age 26-29 with a total

number of 16 and percentage of 10.67%, while Ministop’s third rank is ages 36-40 with

a total of 17 and percentage of 12.69. Next to the line in 7-Eleven is ages 26-29 and 30-

35 with a total number of 10 and a percentage of 6.67%, Ministop’s fourth rank is age

above 40 with a total of 16 and a percentage of 11.94.

 SYSTEMS PLUS COMPUTER COLLEGE 50
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Respondents as to Gender of the Respondents of Selected Convenience store in

Caloocan City, in 7-Eleven, Female got the highest total number of respondents with the

total of 79 or 52.67% and Male got the lowest total number of respondents with the total

of 71 or 47.33% While in Ministop, Female also got the highest total number of

respondents with the total of 72 or 53.73% and male got the lowest total number of

respondents with the total of 62 or 46.27%.

2. As presented on Table 8 as to the significant difference between service

crew performance on selected convenience store in Caloocan City in terms of Food

Handling with the degree of freedom of 133, level of significance of .05, and computed

t-value of .049 and have a critical value of 1.960, since the t-value is lower than the

critical value, therefore the researchers accepted the null hypothesis, which means there

is no significant difference between service crew performance on selected convenience

store in Caloocan City as to Food Handling. Interpersonal Skills with the degree of

freedom of 133, level of significance of .05, and computed t-value of .052 and have a

critical value of 1.960, since the t-value is less than the critical value, therefore the

researchers accepted the null hypothesis, which means there is no significant difference

between service crew performance on selected convenience store in Caloocan City as to

Interpersonal Skills. Personal Hygiene with the degree of freedom of 133, level of

significance of 0.05, and computed t-value of .066 and have a critical value of 1.960,

since the t-value is lower than the critical value, therefore the researchers accepted the

null hypothesis, which means there is no significant difference between service crew
 SYSTEMS PLUS COMPUTER COLLEGE 51
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performance on selected convenience store in Caloocan City as to Personal Hygiene in

both convenience store.

Conclusion

Based on the findings of the study, the following conclusions were formulated:

1. The researchers concluded that most of the customers on selected

convenience store in Caloocan City are ages 15-19 or millennials that are overrule by

the female customers. Therefore, female ages 15-19 prefer to enter convenience store

than the male at all ages.

2. Most of the customer rated often in terms of handles the food carefully

on both convenience store. However, wear mask while serving the food needs an

improvement for the two stores.

The majority of the customer rated crews have patience in customer

when ordering as often on both c-stores. On one hand, accommodate the customers

whenever the customers arrived needs to be improve in 7-Eleven, while attentive and

sensitive to the needs of the customer is the who needs an improvement for Ministop.

Nearly all of the customer rated often in terms of wear proper and neat

uniform on both 7-Eleven and Ministop. On the other hand, covers with towels/tissue

when sneezing or coughing needs more improvement for 7-Eleven, while Ministop

needs an improvement in terms of keep the hands clean and nails trimmed.
 SYSTEMS PLUS COMPUTER COLLEGE 52
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Based on the results, the researchers conclude that the service crew

performance on 7-Eleven is better in terms of Food Handling and Personal Hygiene,

while the service crew performance on Ministop is better in terms of Interpersonal

Skills.

3. The researchers accepted the null hypothesis, therefore there is no

significant difference between the service crew performance on selected convenience

store in Caloocan City.

Recommendation

Based on the conclusion presented, the following recommendation are

suggested:

7-Eleven

1. The service crew must accommodate the customers whenever the customers

arrived to make the customer feel welcome inside the store.

2. It is recommended to cover with towels/tissue when sneezing or coughing to

prevent negative feedback from the customers and to make sure the personal

hygiene practices in the store is present.

Ministop

1. The service crew must be attentive and sensitive to the needs of the customer to

make the job easier for both customer and service crew.

2. It is recommended to keep the hands clean and nails trimmed to prevent negative

feedback from the performance of the crew that will possibly reflect to the

establishment.
 SYSTEMS PLUS COMPUTER COLLEGE 53
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General

1. It is recommended to always wear mask every time when inside the store,

especially when serving. To make the customer confident that the foods are

clean and safe. Also to make customers confident that the food that is served is

clean and safe.

2. The manager must improve management skills to their service crew to have a

good feedback and to have a better experience of the customers.

3. The staff should do the assigned work to become well-organized convenience

store.

4. It is recommended to attend training in Food handling to give a better and safe

service for the customers.

5. For the next researcher to use this research results to differentiate convenience

store, but not only by service crew, future researchers can also compare by the

overall service and products that the convenience store offers. It is advised for

the next researcher to study on how to overcome other store by innovation and

technology.
 SYSTEMS PLUS COMPUTER COLLEGE 54
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