Socio-Demographic Characteristic and Service Quality of Local Coffee Shops in Cavite, Philippines

This study evaluated the quality of service in terms of reliability, assurance, tangibility, empathy and responsiveness on the selected coffee shops in Cavite. Specifically, it assessed the significant difference between the three (3) coffee shops and the significant relationship among the sociodemographic profiles of the respondents with their assessment of the service quality of the coffee shops. Quantitative descriptive research was utilized in the study. Purposive sampling with 300 respondents using survey questionnaires with 4-points likert scale was collected in the three coffee shops. Google form was used in the distribution, collection and retrieval of data. Weighted means, standard deviation, cumulative percentage and one-way anova were used in the analysis of data. Based on the findings, reliability, assurance, empathy and responsiveness were rated very satisfactory, while tangible was rated as outstanding. Responsiveness was significant to the 3 coffee shops. Reliability to monthly income, assurance and empathy to employment status, responsiveness to gender, assurance and responsiveness to religion were rated significant. Empathy was rated highly significant to religion.