Title

CUSTOMER’S EMPATHIC BEHAVIOR, MENTAL HEALTH, & JOB SATISFACTION OF FAST-FOOD CREWS IN OZAMIZ CITY

Author(s)

Makeisha E. Hamili

Ila Marie Lazanas

Arje Navarro

Affiliation

Misamis University

Degree Program

Bachelor of Science In Hospitality Management

Contributor

Elmedulan, Arniel Jr. M. - Adviser

Ilusorio, Gilda L. - Panel

Carpio, Renzitelo Alf P. - Panel

Elmedulan, Arniel Jr. M. - Instructor

Year

2025

Abstract

This study emphasizes the importance of effective communication in the fast-food industry, particularly in small communities like Ozamiz City. It highlights how customer behavior impacts employee mental health and job satisfaction, along with the unique challenges faced by employees. The research focuses on the benefits of empathic customer behavior, informed management practices, and workplace mental health awareness.
passed
The purpose of this study is to explore how customers' sympathetic behavior affects the mental health and job satisfaction of fast-food workers in Ozamiz City. It aims to assess the levels of job satisfaction, mental health, and customer empathic behavior among fast-food crews, and to investigate the connections among these factors. A strategic random sampling method was employed to select 134 fast-food employees from various establishments, ensuring a representative sample. The findings reveal that empathic customer behavior significantly impacts the mental health and job satisfaction of employees. Mental health fully mediates the positive relationship between customer empathy and job satisfaction, while a direct relationship remains significant. Promoting positive customer interactions and supporting mental health can enhance job satisfaction and overall well-being. The study suggests implementing mental health support programs and recognition systems to create a supportive work environment. These findings could guide strategies for improving employee outcomes, customer service, and fostering a more compassionate fast-food industry.

Keywords

Customer Empathic Behavior, Mental Health, Employees Well-Being, Job Satisfaction, Fast Food Industry