Food and Beverage Establishment in Post-Pandemic: Business Design and Customer Satisfaction

Abstract

This study discovers the business strategies food and beverage businesses use in Nueva Ecija to satisfy customers post-pandemic. With the profound changes in consumer behavior and expectations, while experiencing the pandemic, several establishments would need to adapt their operation and marketing strategies to address shifting customer necessities. The study found that the essential approach was to introduce upgraded health and safety protocols and expand capacity in service delivery. Providing a safe and clean location has become one of the most critical aspects of customer visits. This will instill more trust in the customers' minds, considering responsibly checking everything daily regarding regular sanitization and general cleanliness, as well as compliance with other health protocols and an extremely high standard of hygiene. This, along with good queue and wait time management and contactless methods of payment, will also improve the experience. Business strategies are also changing in response to changes in customer behavior, and digitalization marketing is evolving. Additionally, targeted promotions, discounts, and loyalty programs well-suited for a post-pandemic world enhanced customer retention and satisfaction. In addition, relationships between customers and establishments were improved through personalized marketing campaigns, more transparent communication, and security measures. Improving service delivery has also been critical to customer satisfaction. Those who retrained their staff to operate in the post-pandemic period improved service quality significantly.