Safe to Serve, Safe to Stay: Perceived Risk Management Effectiveness and Customer Satisfaction in Medium-Scale Restaurants in Cebu City
DOI:
https://doi.org/10.5281/zenodo.20240826Keywords:
risk management, customer satisfaction, sanitation and hygiene, safety practices, , security management, restaurant operationsAbstract
This study determined the perceived effectiveness of risk management practices and their relationship with customer satisfaction in selected medium-scale restaurants in Cebu City. It focused on customer experiences related to safety management, security management, and sanitation and hygiene practices. Using a descriptive-correlational research design, data were gathered from 360 restaurant customers through a validated structured questionnaire. Descriptive statistics, weighted mean, standard deviation, and Pearson product-moment correlation were used to analyze the data. Findings showed that most respondents were 18-24 years old (38.33%), visited the restaurants two to three times per month (45.56%), and stayed for 30 minutes to one hour per visit (47.78%). Risk management practices were generally perceived as effective, with sanitation and hygiene receiving the highest rating (M = 3.38, very effective), followed by security management (M = 3.27, very effective), and safety management (M = 3.21, effective). Customer satisfaction was very high across all dimensions, particularly sanitation and hygiene (M = 3.39), safety (M = 3.33), and security (M = 3.32). Pearson correlation revealed a very strong and significant positive relationship between perceived risk management effectiveness and customer satisfaction (r = 0.89, p < .001). The study concludes that visible and consistent risk management practices, especially sanitation, safety, and security procedures, are strongly associated with customer satisfaction in medium-scale restaurant operations. Recommendations include strengthening safety signage, hazard prevention, security visibility, sanitation monitoring, and employee training to improve customer trust and dining experience.
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