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CHAPTER I

INTRODUCTION

A. BACKGROUND

The food service operations of a particular food chain is important

because serving of food is the particular product that is being sell to satisfy a

customer, so that they will come back to dine because of a good service that

being rendered to them.

Food Service Operations of a Food chain must be competitive. They must

be competitive on how they serve the food and they apply new techniques so

that they are unique and performing such service.

Performance of the employees shows the image of the food service

operations. They must be trained and well prepared in pursuing good service to

obtain customer satisfaction.

Customer Satisfaction may obtain by showing them that the fast food

chain has a high quality of service, especially on how the food chains perform at

their best to be known to be a high quality food chain establishment.

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B. RATIONALE

McDonald’s is the most pioneered Fast Food Chain here in the

Philippines. We would like to study on how the students of Lyceum and Mapua

enjoyed dining at McDonald’s and how they show their excellence in making their

customers satisfied.

C. STATEMENT OF THE PROBLEM

This research is aimed to determine the quality of Food Preparation and Service

of McDonald’s Intramuros Branch as perceived by Mapua and Lyceum students.

We would like to prove that McDonald’s has a excellent standards according to

its services and food preparation

1. What is the degree of the following quality of service of McDonald’s

Intramuros branch as perceived by Mapua and Lyceum Students?

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1.1 cleanliness

1.2 Water supply

1.3 Arrangement of cooking equipments

1.4 Storage of food supplies

2. What are the qualities of the crew in terms of their service in McDonald’s

Intramuros branch as perceived by Mapua and Lyceum Students?

2.1 Skilled

2.2 Handling of the food in right Sanitation Practices

3. What is the degree of Food preparation of McDonald’s Intramuros branch as

perceived by Mapua and Lyceum Students?

3.1 Proper Quantity of food

3.2 Proper Quality of food

D. IMPORTANCE OF THE STUDY

The importance of this study is to educate Lyceum and Mapua on how the Food

preparation and services in McDonald’s Intramuros Branch are very important in serving

their customers. How the customers will be aware in the particular standards of service

that McDonald’s has.

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The importance also of this study is that to enrich our idea how we will apply this

research, when we built up our own establishment someday. Also to adopt it to make sure

our customers will be safe from food poisoning and other accident involving in the wrong

practices of sanitation and maltreatment of a certain crew.

E. SCOPE AND DELIMITATIONS:

The researchers focused to their service and the quality of food preparation that they

offered to their customer such as the food that they serve. The qualification of McDonald’s

they required in hiring an employees. The Standards of McDonald’s on how they give

excellent quality of food preparation and service to its customers.

F. DEFINITION OF TERMS:

For an easy understanding the study some words has been define.

Crew - comprises a body or a class of people who work at a common activity, generally in a

structured or hierarchical organization.

Customer – someone who buys regularly from a particular establishment.

Dining Area – is where the customers dine in/eat in a restaurant.

Food – is the major product of a particular food service establishment.

Food Chains – This word pertains to food establishment having the same company name

and provides the same quality of products services located at different areas.
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Food Preparation - is the act of preparing foodstuffs for consumption.

Qualification – this refers to the quality, ability or accomplishment that makes a person

suitable for a particular position or task.

Restaurant – a place where meals can be bought and eaten. An establishment offering to

the public, refreshment and meals.

Safety - freedom from danger, hazard, risk and injuries.

Sales – results from satisfying customer’s needs and wants.

Sanitation – prevention of illness through cleanliness and food safety.

Satisfaction – the fulfillment or qualification of a desire need or appetite.

Services – to perform any of the business functions auxiliary to production or

Distribution.

Some non-heat methods of food preparation include:

Chemical techniques

• Brining
• Ceviche
• Drying
• Fermentation
• Marinating
• Pickling
• Salting
• Smoking
• Souring
• Sprouting
• Sugaring
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Mechanical techniques

• Chopping
• Dicing
• Grinding
• Julienning
• Kneading
• Mincing
• Peeling
• Shaving
• Blending
• Beating
• Grating
• Mixing