Business Design and Customer Satisfaction in Food and Beverage Establishments in the Post-Pandemic Era: A Multidimensional Analysis
Keywords:
Food Services, Patient Satisfaction, Business Planning, PandemicsAbstract
This study examined how food and beverage (F&B) establishments restructured their business strategies in the aftermath of the COVID-19 pandemic and how these changes affected the satisfaction of managers, employees, and customers. A descriptive quantitative design was adopted, with data collected from 40 establishments in Nueva Ecija, Philippines. A validated structured questionnaire (Cronbach's α = 0.984) was used, covering operational, marketing, managerial, and financial dimensions. Data were analyzed using weighted means and ANOVA. Results show that restaurants and fast-food chains exhibited higher adaptability and customer satisfaction. Small enterprises faced significant financial and operational barriers, yet those investing in digitalization and staff training achieved better performance. Satisfaction perceptions varied across stakeholders, with customers reporting the most favorable responses. This study contributes to the organizational resilience literature by segmenting crisis effects by business type and size, while offering practical recommendations for service management in recovery contexts. Methodological limitations include the regional scope and cross-sectional design.
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