Danna Opeña | John Nicolas Glino | Charlene Del Rio | Bryce De Rueda | Jasper Afgao | Marquee Eleponga | Jerkin Jexel Pedrosa | Louie Ian Mariano |
April 30, 2026
This study investigated the perceived impact of waiting time on customer satisfaction and service quality at McDonald’s Intramuros, focusing on Letran’s college students as the participants. The results show that waiting time has a significant negative perceived effect on customer satisfaction. Respondents consistently showed in the results that the longer the waiting times, the lower the satisfaction level, with delays in service as one of the biggest disadvantages to their dining experience. Satisfaction falls sharply as waiting time increases. Results further indicate that existing waiting times often exceed students' tolerance, leading to a strong sense of poor service quality. Speed of service is a basic determinant of quality in fast-food service; failure to provide timely service will directly undermine customer satisfaction and brand reliability. However, these findings have to be viewed with caution, considering their limitations.