Effects of Interior Design in The Customer Satisfaction of Selected Coffee Shops in Brgy. Commonwealth Quezon City

Effects of Interior Design in the Customer Satisfaction of Selected Coffee shops in
Brgy. Commonwealth Quezon City
Every Banania
Angela Bacal
Maarni D. Figueras
Royce Gallego
Estelle Marie Mabanta
Whina Lei Munar
Edie Mae Kabigting,
College of Hospitality Institutional Management
Research Develop and Innovational Center
Our Lady of Fatima University
Dr. Jay P. Razon, DMH
Research Adviser
December 2022
ACKNOWLEDGEMENT
i
EFFECTS OF INTERIOR DESIGN IN…
Endorsement
This thesis entitled: “Effects of Interior Design in the Customer Satisfaction of Selected
Coffee shops in Brgy. Commonwealth Quezon City'' prepared by Every M. Banania, Angela
Bacal, Maarni D. Figueras, Royce A. Gallego, Edie Mae S. Kabigting, Estelle Marie B. Mabanta,
Whina Lei Munar of BSITM TTO 4-YA-1, in partial fulfillment of the requirements for the
degree Bachelor of Science in International Tourism Management has been examined and now
recommended for Oral Examination.
Mr. Jay P. Razon, DMH

Adviser
This is to certify that the thesis: “Effects of Interior Design in the Customer Satisfaction
of Selected Coffee shops in Brgy. Commonwealth Quezon City'' prepared and submitted by
Every M. Banania, Angela Bacal, Maarni D. Figueras, Edie Mae S. Kabigting, Estelle Marie B.
Mabanta, Whina Lei Munar of BSITM TTO 4-YA-1, is recommended for Oral Examination/has
been examined by the panel of examiners with a grade of _____.
Name of Chairman, Title

Chairman
Name of Panel, Title Name of Panel, Title

Member Member
Dr. Ignacio C. Cordova Jr.

Dean, College
ii
Certificate of Originality
We hereby declare that this thesis is our work and that, to the best of my knowledge and
belief, it contains no material previously published or written by another person nor material
which to a substantial extent has been accepted for the award of any other degree or diploma of
university or other institutes of higher learning, except where due acknowledgment is made in
the text.
We also declare that the intellectual content of this thesis is the product of our work, even
though we may have received assistance from others on style, presentation, and language
expression.
Edie Mae S. Kabigting

Principal Investigator
Members:
Angela Bacal
Every M. Banania
Maarni D. Figueras
Royce A. Gallego
Edie Mae S. Kabigting
Estelle Marie B. Mabanta
Whina Lei Munar
Mr. Jay P. Razon, DMH

Research Adviser
Date Signed:
Date
iii
Table of Contents
Acknowledgment i
Endorsement ii
Certificate of Originality iii
Table of Contents iv
List of Tables v
List of Figures vi
List of Appendices vii
Abstract
1.0 Introduction
2 0 Background of the study
2.1 Theoretical framework
2.2 Literature Review
2.3 Research Simulacrum
2.4 Research Questions
2.5 Hypothesis
3.0 Research Method
3.1 Research Design
3.2 Research Locale
3.3 Population and Sampling
3.4 Research Ethics
3.5 Research Instrument
3.6 Data Collection
3.7 Data Analysis
iv
List of Tables
Table 1: Title of Table xx
v
List of Figures
Figure 1: Title of Figure xx
vi
List of Appendices
Appendix A: Title of appendix xx
vii
Abstract
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1.0 Introduction
For many years, drinking coffee has been popular in social culture in every country.
Especially drinking coffee while socializing has now become more than a cup of coffee, which
can portray the space in people’s free time, offices, and study time. That is why coffee shops
have become a popular business that attracts more investments in the business market. However,
the market has seen a proliferation of new coffee shop openings, which has led to intense
competition in the industry. Coffee shops compete against one another around the world within
this competitive environment. Due to this opposition, maintaining the customers’ satisfaction has
become crucial for their business. Developing the nature of the customer’s wants and needs
makes this battle even more intense. Consequently, coffee shop enterprises must adapt to their
clients' changing demands and needs.
Customers might be regarded as having an experience based on face-to-face interaction
and the information or thoughts about the coffee business on social media platforms when they
purchase a good or service at a coffee shop. For instance, when visiting a coffee shop, people are
more aware of the atmosphere as soon as they notice the interior design and lighting.
subsequently obtaining good service is said to fully wrap up a customer's experience. Clients are
satisfied when everything is in place, and their loyalty is developed over time through its
sustainability.
An important retail approach to generate certain pleasant emotional responses and highly
affect consumer buying behavior is the development of an attractive ambient atmosphere. (El-
Adly & Eid, 2016).
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The advancement of the times has led to society, particularly young people, engaging in
culinary discussion or employment, and coffee shops are one of the most popular cafes. The
coffee shop provides a selection of stress-relieving coffee varieties. It's now considered part of
the urban lifestyle to stop by a coffee shop while working or catching up with friends. Today's
customers range in age from the young to the elderly. As a result, the coffee shop industry has
expanded.
Customers regularly visit coffee shops that offer a variety of convenient amenities.
Customers usually go to coffee shops for the convenience of the surroundings, including
complete amenities, comfortable seats, attractive interior design, and appropriate lighting. When
visiting a coffee shop, customers pay attention to the variety and choice, strategic location, and
quality of the coffee. Such a circumstance encourages customers to spend the entire day in the
coffee shop. Each proprietor of a coffee shop will contend for a variety of deals that appeal to
customers.
This study's results revealed the customer satisfaction level in the selected Coffee shop in
Brgy. Commonwealth, Quezon City. This study examines the factors influencing customer
satisfaction with internal design in coffee shops. The knowledge gathered from the study on this
subject will assist coffee shop owners in enhancing their operations for more efficiency and
market strategy. Those who have intended to open coffee shops would obtain suggestions on
what specific aspects of interior design they should concentrate on.
This research aims to know the customer expectations towards the interior design and
identify which elements of interior design can highly satisfy the customer. The knowledge of
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client behavior is crucial for success in the sector. The proprietors of coffee shops and other
merchants in the emerging consumer markets of the Philippines will profit from the information
provided by this study on understanding consumer preferences and promotional techniques.
The study result will contribute to the following Coffee shop owners and future
researchers.
For Coffee Shop Owners, this study will provide information in understanding
customer expectations towards the interior design of coffee shops to make consumer preferences
and promotional strategies. Future Researchers may also use the findings in this study as their
source of information that may be relevant to their study. Future Coffee Shop Business Owners
who have planned to set up a coffee shop business would get an idea from this study on what
particular elements of interior design they should focus on lastly, students could use the
information revealed by this study to either understand consumer behavior in this market to use it
in their future investigation in a similar context. This study will focus primarily on the level of
customer satisfaction with the interior design of selected coffee shops in Brgy, Commonwealth
Quezon City. The respondents of this study are composed of 142 randomly selected persons. The
results of this study will only apply to the sample subjects of this study and should not be used as
a measure of individuals who do not belong to the population of the study.
This essay is based on reviews of previous research and customer satisfaction
literature. Despite this restriction, this article offers insightful research on customer satisfaction
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and different consumer opinions on the issue of customer satisfaction. In this way, the study
serves as a point of reference for more related work in this field.
The researchers aim to gather data about the Effects of Interior Design in the Customer
Satisfaction of selected Coffee shops in Brgy. Commonwealth Quezon City.
2.0 Background
Coffee shops are established for people who want to enjoy a cup of coffee. Most coffee
shops provide various types and methods of brewing coffee starting from plain coffee to
specialty coffee that is usually owned by the coffee shop producing its homemade coffee by
blending its coffee. Usually, the coffee shops give free internet connection and common
marketing strategies like discounts, free drinks, and merchandise. In addition, some coffee shops
change the atmosphere of the café by upgrading the property and stuff to get customers’ attention
by giving them a comfortable and cozy place. A coffee shop must now adhere to a certain
theme, such as a particular interior design concept. Customers will find a space that is already
neatly organized and has a clear theme more appealing than one that lacks design personality.
Human psychology is influenced by interior design, which helps clients feel comfortable and at
home. As a result, the development of function, aesthetic enrichment, and psychological space
enhancement are the main goals of interior design.
Store atmospheres have a more direct impact on a customer's in-store behavior than other
marketing tools and strategies such as advertising, which are not present at the moment of sale.
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This is to know the significant and direct effect of interior design on customer-perceived
satisfaction.
2.1 Theoretical/Conceptual Framework
Figure 1. Customer Satisfaction Model (Tung, 2013)
Customer satisfaction is defined as a measurement to determine how to satisfy your
customer with your interior design of the coffee shop. Assessing client satisfaction helps you to
identify the white and gray of your overall design, the ambiance, and solutions.
Quality perception is determined by the market's assessment of a recent business
experience that primarily consists of two elements: perceived product quality as well as deemed
quality (Tung,2013). According to estimates, perceived quality has a favorable impact. Impact on
client satisfaction The quality of interior design is appreciated by the customers as it displays the
quality that satisfies the customers’ needs.
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As stated by Gronroos (2007), These client demands have been categorized; Customers
have explicit expectations of the provider when they are aware of the issue and the appropriate
course of action yet hold either overly high or low expectations of the provider. Finally, implicit
expectations arise when customers have specific expectations but assume they will be met
without giving them any thought. Finally, unspoken expectations occur when customers have
clear expectations but assume they will be met without giving them any thought. When
attempting to meet their client’s demands, businesses must consider all of the following
expectations to ensure that they meet the client demand and satisfy or exceed their expectations.
Whereby perceived value is one of the most difficult concepts for small businesses, as the
word value is used in many contexts. define perceived value as "Based on views of what is
supplied and received, the consumer's overall evaluation of the utility of a service." As a result,
there is a trade-off between the money, the advantages, and the quality of the interior design and
the ambiance that they receive compared to what they contribute.
2.2 Literature Review
This section provides various literature reviews that discusses the relevance of interior
design to customer satisfaction.
Around the world, coffee shops and culture are becoming increasingly popular. Coffee is
one of the most popular drinks in the world, with estimates of its annual consumption exceeding
500 billion cups (Felton, 2018). In the opening decades of the 21st century, there has been a
steady growth in the number of coffee shops in cities. Coffee shops typically offer free internet
access in addition to using standard marketing techniques like discounts, freebies, and
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merchandise. Some coffee shops also alter the environment of the café by investing in new
furniture and other items to attract customers by providing a cozy and comfortable atmosphere.
According to Heung & Gu (2012) “Today, restaurant customers look not only for good food but
also for excellent service and a pleasant dining environment.” When people drink or eat food in a
coffee shop, they often feel the ambiance first. In this way, sentiments or feelings are made
through the air influencing the customers’ responses. In brief, the inner environment makes
positive or negative feelings within the customers' minds that are influenced by their
impressions, which might lead to client fulfillment.
Innenarchitektur
According to Azzhuri & Tanjung (2017), the results of their study “The Interior Design at
Coffee Shop as a Factor Influencing Customer Retention and Mediating Role of Perceived
Customer Satisfaction” interior design provides a significant and positive impact on perceived
customer satisfaction. Interior design is one of the most important aspects of a retail
establishment or a coffee shop because it helps to attract the attention of customers. In addition,
the interior design helps to make clients feel at ease while also catering to their interests and
providing them with fun, all of which contribute to overall customer happiness.
Every cup of coffee is drunk in a certain setting, with a predetermined degree of
background noise, a predetermined level of ambient light, and possibly even a predetermined
level of background fragrance. The cultivation of an aesthetically pleasing atmosphere at a retail
establishment is a very significant approach for inducing specific pleasurable emotional
responses and, eventually, for influencing the purchasing decisions of customers. (El-Adly &
Eid, 2016)
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Even in a setting as seemingly simple as a coffee shop, the multisensory store
atmospherics may have a major impact on the overall quality of the shopping experience for the
customer. It has been hypothesized that the environment of the location, rather than the actual
goods being sold, may at times have a greater impact (Spence& Carvalho, 2020). It has been
demonstrated that the sensory experience of drinking coffee may be affected by a variety of
environmental factors, including those that are visible, audible, factory-like, and tactile (Spence
& Carvalho,2020). In this context, "visual" refers to the intensity of the lighting; "auditory"
refers to the ambient noise level and the sound of the coffee machine; and "tactile" refers to the
temperature of the surrounding environment. It has been demonstrated that all three of these
factors influence the expectations and perceptions of customers, and ultimately, the types of
coffee they prefer to drink (Spence & Carvalho, 2020).
Color
The store's interior design, including the brightness of the lighting, the use of color, and
the room's size and shape, all contribute to the visual atmosphere of the store. The impact of
interior color on consumer behavior has received the most attention among them (Tantanatewin
& Inkarojrit, 2018). Tantanatewin and Inkarojrit (2018) manipulated the interior colors of
pictures of restaurants and investigated how this impacted people's emotional responses and their
likelihood of visiting the restaurant. A light and warm-colored interior such as orange and light
pink was found to increase people's self-reported likelihood of visiting the venues and their
pleasant emotions. Given these results, light and warm interior colors would probably also
encourage more individuals to attend coffee shops. In addition, Lan Li (2022) stated that color is
an objective thing. It interacts to affect people's psychological state. For instance, the eatery
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primarily utilizes warm colors such as orange is one of many colors that can make people hungry
and speed up the dining process. The swimming pool's color, blue, makes it simple to elicit a
calm and enjoyable psychological reaction. Brown is used as the background color in coffee
shops to create an inviting atmosphere and comfort.
Lighting
Lighting is as important as every other element of the design. Good lighting changes and
transforms a space. The use of light and shade will make a room feel comfortable but also
dramatic and atmospheric (John Cullen, 2020). Great lighting creates depth and height, cozy
spots, and draws attention to your most impressive areas. It’s all about the balance of light and
shade and bringing new energy to an interior. For instance, to highlight an artwork on a wall, it
needs a downlight to hit the artwork but in combination with a darker area around – this then
draws the eye to the painting. (John Cullen, 2020).
Therefore, lighting is a fundamental component of setting the mood of a restaurant. Light
is an essential component of the entire eating experience, whether it be through the use of wide
windows to let in natural lighting or the use of vintage light bulbs to create a warm, inviting
ambiance. (Risch, 2020). According to the food blog of Risch (2020), It's crucial to use lighting
creatively. Consider lighting methods in the restaurant in a more creative way rather than using
regular lights everywhere. For instance, place a candle on each table in the restaurant to give it a
more romantic atmosphere. White candles without scents or tea lights in a jar contribute to
establishing a pleasant ambiance. The addition of more luxurious pendant lights or the
installation of a chandelier as one of the major lighting systems can also be used to provide a
more elegant and classic design. To give your restaurant a new, more modern touch, you may
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also utilize various architectural and abstract lighting or position a stunning light fixture in the
center of the room. Lastly, add skylights to your ceiling or have wide windows that let in natural
light to make your space feel brighter and more comfortable.
Theme
The cafe industry is about more than just good food; It necessitates excellent ambiance
and much more. A distinctive atmosphere is essential, and the interior design must reflect that.
The atmosphere of a coffee shop should be welcoming because it affects the clients’ opinions.
People like visiting inspiring locations. (Sachdeva,2018) . In addition, cafes follow a lot of new
trends and themes, so they have appropriate decor and menus that match their offerings.
Customers who enjoy such themes strongly endorse them. It contributes to an increase in cafe
sales. It creates competition among similar cafes. Having such themes in cafes has a huge
impact; In addition to increasing customer numbers and boosting sales, it also aids in surviving
market competition (Sachdeva, 2018). The point of theme restaurants was to give customers
more than just a meal, but also something fun to do. The image and theme of the coffee shop are
crucial as they create a unique identity that distinguishes it from other coffee shops (Limentie &
Ismanto, 2021).
Furniture
The fourth highest-rated factor in the design of the ideal coffee shop was providing
comfortable furniture with a sense of touch together with individual seats, increasing the number
of tables or seats; expanding the space between tables or seats; and/or reshuffling seating
configurations in order to satisfy as many of the various customer preferences as possible. HW
Jang, SB Lee - Sustainability, 2019) Coffee shops should concentrate on providing pleasant and
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comfortable seating and table for customers to gather do business meetings, work, studying (LK
Waxman - 2022) Scandinavian furniture has elegance, class and minimal space for customers to
sit back and enjoy. Khuong, Trinh Thai Gia (2019)
Decoration
The physical design and decor of a restaurant can have an impact on its success as well as
on attracting and retaining customers. As a form of customer influence, The appearance of dining
spaces may also be enhanced by other elements of interior design, such as photos or paintings,
plants or bouquets, or wall art. (Tuzunkan & Albayrak, 2022)
Modernity is characterized by asymmetry, high decorativeness, and an abundance of
various ornaments and patterns. The inside has a cozy, soft feel thanks to the use of smooth lines.
Natural materials are preferred in the design, including wood, stone, plastic, sculptural parts,
mirror, glass, and other contemporary and conventional materials. Mirrors, ornamental panels
(relief, wood, fire texture, leather embossing, and painting), and shelves with kitchenware are
just a few options for wall décor.
Aquariums, attractive plants, and other features that mimic nature can also be incorporated
(Mannapova, 2020)
Openness of Space
It has been shown that certain hues and patterns affect how people interpret a certain
environment. The amount of lighting, both natural and artificial, has a significant impact on the
sensation of space.
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Moreover, these perceptions from the spatial form are more direct to the users than the
style representation, and they also affect the human emotion and consciousness in the space
(Tijus et al., 2019)
High Ceiling
Traditional drop ceiling grids, curved metal panels, acoustic ceiling islands, and baffles are
all possible ceiling designs for restaurants. Aesthetics, noise reduction, humidity resistance,
energy efficiency, natural light, mold and mildew resistance, eco-friendly materials, and
longevity are just a few of the numerous considerations in restaurant ceiling design. Restaurant
ceiling panels' aesthetic appeal and acoustic performance provide an atmosphere.
Performance usually takes precedence when designing the interiors of restaurants,
commercial kitchens, and spaces where food is prepared, even when aesthetics are important.
The incredibly popular drop ceiling grid and tile arrangement is no longer the only option
for restaurant-suspended acoustic ceilings. They are adding curves and colors, covering their
gridlines, and modifying their forms. Even as they leave, they float above the diners like clouds.
Restaurant ceiling designs are pushing the limits of visual innovation and acoustic
The acoustics and aesthetics of restaurant dining rooms may be significantly enhanced
with high-performing, sound-absorbing ceiling panels. According to a recent poll, 90% of
tourists reported that the largest issue they had when dining out was background noise.
Restaurant acoustics may be improved to create settings where we can truly enjoy our
meals and communicate without shouting at one another. Very high sound absorption is crucial
for crowded restaurants with large numbers of patrons. Any restaurant where patrons want to be
heard and understood needs to have the proper ceiling panel. By hiding visible ducts and pipes,
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restaurant ceiling panels also enhance the aesthetic experience. When designing restaurant
ceilings, different hues and designs can be used to give the space a distinctive, brand-like
appearance (Rockfon,n.d)
Interior spaces with high ceilings are beautiful, opulent, and interesting. They also open
up the room, giving it a sense of home and hospitality. These settings promote mood, attention,
and air quality while fostering creativity. High ceilings also help keep interior areas cooler in
hotter regions like Saudi Arabia, which helps them be more energy-efficient. Furthermore,
occupants never feel confined or caged up as they would in a location with a low ceiling because
of the impression of space, it creates especially if the room is small in size (Bangwal and Tiwari,
2018).
2.3 Research Simulacrum
The figure above shows the research simulacrum of the study. This figure represents the
central idea of this study and the concept affected by it. As to acquiring customer satisfaction,
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these are the following key concepts: Color, lighting, theme, decoration elements, high ceiling,
openness of space, furniture.
2.4 RESEARCH QUESTIONS
The main objective of the study is to assess customer satisfaction with the interior design
of the selected coffee shops at Brgy. Commonwealth, Quezon City.
Specifically, the researchers will seek to answer the following:
1. What is the demographic profile of the respondents in terms of:
1.1 Age
1.2 Gender
1.3 Educational Attainment
2. What is the level of satisfaction of the respondents in the interior design of the
selected coffee shop in terms of;
2.1 Color
2.2 Lighting
2.3 Theme
2.4 Furniture
2.5 Decoration elements
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2.6 Openness of space
2.7 High ceiling
3. Is there a significant difference in the satisfaction of the respondents in the interior
design of selected coffee shops in Brgy. Commonwealth Quezon, City when grouped
according to gender and educational attainment .
HYPOTHESIS
There is no significant difference in the assessment of the respondents with interior design
of selected coffee shops in Brgy. Commonwealth Quezon, City when grouped according to
gender.
3.0 Research Methods
This chapter consists of methods and procedures that the researchers will use to conduct a
study. This chapter consists of the research study design, research locale, population and
sampling, research ethics, research instruments, data collection, and data analysis.
3.1 Research Design
This research uses a quantitative approach. According to Bhandari (2020), Quantitative
research is the process of collecting and analyzing numerical data. It can be used to find patterns
and averages, make predictions, test causal relationships, and generalize results to wider
populations. This type of research is descriptive research design which involves collecting data
to test hypotheses or answer questions concerning the current status of the study.
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Moreover, this method is used for its simplicity, less time consuming, and inexpensive but
it provides accurate, valid, and firsthand information from the respondents in determining the
main concern of the study.
3.2 Research Locale
This study will focus on the effects of customer satisfaction with the interior design of
selected Coffee shops in Brgy. Commonwealth, Quezon City. By surveying the customer’s
satisfaction, they were analyzed also through interviewing some customers they were able to
identify the extent of implementation of customer satisfaction of Coffee shops. The research will
be conducted in the (3) selected coffee shops in Brgy. Commonwealth, Quezon City. The target
respondents are the customers in the (3) selected Coffee shops in Barangay Commonwealth
Quezon City. With its concept of a shopping destination within minutes of home where family
and friends can gather for comfort, relaxation, and recreation, it is located in the midst of
neighborhood activity. The mall's design, reminiscent of castles and theme parks, makes it ideal
for fun activities like shopping, dining, and entertainment and gives visitors a sense of fun and
relaxation.
The Mall, which is rightfully, regarded as the community's second home, features
wonderful facilities for everyone, young and old, as well as a good selection of food, fashion,
and amusement shops.
3.3 Population and Sampling
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The respondents of this study are the customers of the selected Coffee shop in Brgy.
Commonwealth, Quezon City. The respondents of this study are the customers of Coffee Shops
in Barangay Commonwealth Quezon City. The researcher uses the method of non-probability
sampling technique that takes a sample from a group of people who are easy to contact and
approach. The researchers sample size a total of 142 respondents from the total maximum
seating capacity of three (3) Coffee shops in Barangay Commonwealth Quezon City. The
researcher uses the Slovin’s formula in determining the appropriate sample size. From a
population size (N) of 220, a sample size ( n ) of 142 students were chosen to represent the
population with 0.05% margin of error ( e ).
n = N / (1+Ne 2)
Whereas:
n = no. of samples
N = total population
e = margin of error
n = 220 / [1=220(0.05)❑2]
n = 141.93 rounded up 142
The researcher uses the following criteria to identify respondents for the study. [1] male
or female; [2] 18 years old and above; [3] Filipino citizen; [4] had dining experience in selected
Coffee Shops in Barangay Commonwealth Quezon City; [5] living and not living in Metro
Manila; [6] literate; [7] eager to participate.
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The respondents maybe excluded from participating in the study if any of the following
criteria are present: [1] 17 years old and below; [2] immigrant; [3] no dining experience in a
selected coffee shop in Barangay Commonwealth Quezon City; [5] not willing to participate.
The researchers exclude the following vulnerable individuals in participating in the research as
participants: [1] Persons with disabilities; [2] Pregnant; [3] Mentally I’ll; [4] Prisoners.
3.4 Research Ethics
The researchers in this study were obliged to follow the personal data privacy act. The
personal data of the participants including the information that identifies a living individual and
opinions that will be gathered are strictly confidential. The available personal data has limited
time and will be deleted if they are no longer needed.
Before handing out the questionnaires the researchers will give a brief introduction about
the research topic, its objectives to the participants and how they can benefit from this study. The
researchers will ensure that all participants understand his/her rights. All participants have the
right to choose if they will withdraw or not. The opinions of the participants will be respected.
The researchers do not have intentions to harm or abuse anyone nor use their data against them.
Foul words and abusive terms will be avoided and will give respect to everyone.
A. Permission
The investigator will seek permission from the program dean to conduct the study. The
Ethical Committee chair will also be coordinated. All maneuvers and data-gathering approaches
will only begin when permission has been granted in writing by the departments concerned.
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B. Confidentiality Issues
All participants’ names, home addresses, phone numbers, and other related information
will not be disclosed or revealed to protect the privacy of study participants.
C. Data Privacy
The author fully agrees in accordance with the Data Privacy Act of 2012, that all
documents, information, and materials that will be obtained during the conduct of this
investigation will be used for exclusive interpretation of results in accordance with the declared
objectives of this research paper. Any form of raw data will be deleted from the storage device of
the proponent’s computers, laptops, mobile phones, and other electronic devices used in part or
in full for data safekeeping. In the drafting of the final research proposal, all data saved in these
devices will be deleted, put into an electronic trash bin, and erased completely from the devices’
memories.
D. Disclosure of Conflict of Interest
The author has no actual and potential financial or personal conflict of interest for this
research. The author notified the Board of Ethics should an actual or potential conflict of interest
arise.
E. Data Protection
The researchers will make sure that personal information is protected and not shared with
unauthorized parties. For paper-based personal data, researchers should employ a locked storage
container like a filing cabinet in a locked office; for digital data, password-protected or,
preferably, encrypted storage should be used. Special category sensitive personal data, which
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includes details about an individual, are an exception to this rule. Such personal information
should be encrypted before being stored, shared, or moved via unprotected channels or Google
Drive services. (e.g. via email). The researchers can use Google Drive, which offers an encrypted
route, to securely move data between people and devices. All researchers' primary concern
should be the safeguarding of research subjects. When using the ideas of privacy, secrecy, and
anonymity in research, researchers always take into account what is best for the participants who
make the research feasible in addition to what is best for their own research. All research must
ensure that participants' rights are protected to the highest standard, and this should be the top
priority for all investigators when developing a study protocol. Depending on the longest
relevant requirement, you must maintain your research records for at least three years and maybe
longer. Retaining data until there is no longer a chance that you may need to refute a claim of
scientific misconduct is another wise move. Researchers should keep in mind to safeguard the
confidentiality of your participants throughout the procedure when study documents are to be
destroyed rather than kept in a secure location. Instead of rashly throwing paper records in the
garbage, they should be shred and recycled. Then, use commercial software programs made to
delete all data from storage devices to eliminate records from a computer's hard drive.
3.5 Research Instruments
The researchers were surveyed with a questionnaire about the satisfaction of the customers
in terms of interior design of selected coffee shops in Brgy. Commonwealth Quezon City.
Survey questionnaires relies on the effectiveness of getting the common method on gathering the
primary quantitative data by the use of questionnaire. According to Adedoyin (2020), the study
of phenomena utilizing numerical data and statistical, analytical, or computational methods is
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known as quantitative research. Interview surveys, questionnaire surveys, and the social sciences'
most popular method for gathering data is the opinion poll. The questionnaire was submitted by
professionals, such as academics or researchers, for content evaluation adviser. (Hellevik, Ottar
2019).
The research questionnaires was self-made by the researchers with the guidance of various
example from legitimate sources found in the internet. The researchers were surveyed with a
questionnaire about the effects of interior design in the customers satisfaction of selected coffee
shop in Brgy. Commonwealth Quezon City. They utilize Google Sheets as the framework for
providing the question and gathering all of the answers. Then it was posted and shared in
Facebook, Messenger, and Gmail to seek respondents. The Google sheet is compose of two (2)
parts; the first part consists of questions regarding the respondent's demographic profile, which
are age, gender, and educational attainment. The second part is in the scale format which about
the evaluation of the respondents consists of questions about the customers’ level of satisfaction
in Coffee shops within Brgy. Commonwealth Quezon City in terms of color, lighting, theme,
furniture, decoration, openness of space and high ceiling.
The rating scale with mean score and descriptions used in measuring the following will
shown:
The arbitrary scale will be used to assess the level of customer satisfaction of respondents.
Scale Equivalent
1 Strongly Agree
2 Agree
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3 Neutral
4 Disagree
5 Strongly Disagree
3.6 Data Collection
The study will use primary data to assess the level of customer satisfaction in the selected
coffee shops in Brgy. Commonwealth, Quezon City.
The sources of data collection used by the researchers in this study are legitimate websites
that are used in the Review of Related Literature and other sections of the study as well as
serving as a reference for the researchers so they are knowledgeable enough to know what are
the research gaps and what are the correct details regarding the research topic.
In this part of the study, the researchers will seek the approval of the Administrators of
those selected coffee shops in Brgy. Commonwealth, Quezon City. The customers of coffee
shops are very important to know the assessment factors contributing to the level of customer
satisfaction.
For the protection of ourselves and the respondents, The researchers will collect data online
using a Google survey form. Since we are still experiencing the Covid-19 pandemic, we ensure
the respondents' safety during data collection. Individuals who had dined at specific Quezon City
coffee cafes would be randomly selected to get a Google Form Survey. Following receiving
permission from the administration, the researchers will explain to the respondents the goal of
the study. In the first section of their Google form survey, the researchers will request
demographic information such as age, gender, and occupation. In the second section of the
23
questionnaire, respondents will evaluate the many elements that influence customer satisfaction.
Researchers will give respondents sufficient time to respond to each question. Following the
completion of the survey questionnaire by the respondents, the papers were examined, tallied,
interpreted, and analyzed.
3.7 Data Analysis
The researchers will use the following statistical method and formulas to analyze the
gathered data. These will help the researchers to test the study, the frequency count, percentage,
weighted mean, ranking, and Likert scale.
1. Frequency Count
This will display the number of responses chosen by the respondents.
2. Percentage
This will be used to determine the percentage distribution of the profile of every respondent.
3. Weighted Mean
This will be used to determine the result of the total summed weights and average
responses of the different opinions provided by the respondents.
4. Analysis of Variance/T-test
24
ANOVA is a statistical method for determining whether there are statistically significant
differences between data groups. By taking samples from each group, it examines the levels of
variance within them (Qualtrics, 2021).
R, SPSS, and Minitab are just a few of the common statistical software packages and
systems that can be used to carry out ANOVA (Qualtrics, 2021). The researchers will calculate
the ANOVA results using Microsoft Excel.
4.0 Results
5.0 Discussion
Fazit
Recommendations
Acknowledgement
Reference
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https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8069606/
https://www.sciencedirect.com/science/article/abs/pii/S0950329321001981?via%3Dihub
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https://www.mdpi.com/2571-8800/5/4/31#B26-J-05-00031
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panels/
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27

Effects of Interior Design in The Customer Satisfaction of Selected Coffee Shops in Brgy. Commonwealth Quezon City

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Effects of Interior Design in The Customer Satisfaction of Selected Coffee Shops in Brgy. Commonwealth Quezon City

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Effects of Interior Design in the Customer Satisfaction of Selected Coffee shops in

Brgy. Commonwealth Quezon City

Estelle Marie Mabanta

Whina Lei Munar

Edie Mae Kabigting,

College of Hospitality Institutional Management

Research Develop and Innovational Center

Our Lady of Fatima University

Dr. Jay P. Razon, DMH

recommended for Oral Examination.

Mr. Jay P. Razon, DMH

been examined by the panel of examiners with a grade of _____.

Name of Chairman, Title

Name of Panel, Title Name of Panel, Title

Dr. Ignacio C. Cordova Jr.

Edie Mae S. Kabigting

Mr. Jay P. Razon, DMH

Certificate of Originality iii

List of Figures vi

List of Appendices vii

2 0 Background of the study

2.1 Theoretical framework

2.2 Literature Review

2.3 Research Simulacrum

2.4 Research Questions

3.0 Research Method

3.1 Research Design

3.2 Research Locale

3.3 Population and Sampling

3.4 Research Ethics

3.5 Research Instrument

3.6 Data Collection

3.7 Data Analysis

Table 1: Title of Table xx

Figure 1: Title of Figure xx

Appendix A: Title of appendix xx

clients' changing demands and needs.

Customers might be regarded as having an experience based on face-to-face interaction

Adly & Eid, 2016).

what specific aspects of interior design they should concentrate on.

provided by this study on understanding consumer preferences and promotional techniques.

a measure of individuals who do not belong to the population of the study.

This essay is based on reviews of previous research and customer satisfaction

serves as a point of reference for more related work in this field.

Satisfaction of selected Coffee shops in Brgy. Commonwealth Quezon City.

enhancement are the main goals of interior design.

2.1 Theoretical/Conceptual Framework

Figure 1. Customer Satisfaction Model (Tung, 2013)

Customer satisfaction is defined as a measurement to determine how to satisfy your

Quality perception is determined by the market's assessment of a recent business

quality that satisfies the customers’ needs.

the ambiance that they receive compared to what they contribute.

2.2 Literature Review

design to customer satisfaction.

impressions, which might lead to client fulfillment.

Every cup of coffee is drunk in a certain setting, with a predetermined degree of

level of background fragrance. The cultivation of an aesthetically pleasing atmosphere at a retail

establishment is a very significant approach for inducing specific pleasurable emotional

Even in a setting as seemingly simple as a coffee shop, the multisensory store

coffee they prefer to drink (Spence & Carvalho, 2020).

shops to create an inviting atmosphere and comfort.

draws the eye to the painting. (John Cullen, 2020).