Chapter 1

INTRODUCTION

Nowadays, Internet Cafe is the most popular in the world of business to people,
travelers and tourists, but it also finds good and frequent customers in teenagers and
adults who spend a lot of time playing computer games (Arnaldo, 2018). The use of
internet cafes for multi-player gaming is very popular in certain areas of Philippines
that is why internet cafes are very beneficial not just to students, but also
professionals, and employees. According to Roa (2018), the demand for computer
use was so high because of students for their assignments and projects, of employees
for their paper works and research, and of gamers for their fun and leisure.

This study aims to describe the company profile in terms of type and structure
of business, number of employees, and years of operation. It aims to answer the
existing management practices in terms of the government regulations compliance
and training. It aims to identify the challenges encountered by the management at
the same time, the course and action they applied. Lastly, this study will propose
management intervention base on the findings.

This study will limit on determining and assessing the performance and the
management practices of the company. The study does not cover any details of the
competitors of each internet cafes. The location of the study is limited to any internet
cafe businesses particularly in Cebu City. The study will not cover specific details of
any competitors beyond the said location.

Internet shops near the vicinity of the school are very helpful to students.
According to Travis (2014,). Internet café’s give students competitive edge. The basic
idea behind establishing internet cafes is to promote information technology (Travis,
2014)

Internet Cafes are located worldwide including all big and small cities and even
in towns and villages. Cafes have also been in the forefront of promoting new
technologies as a result, Information Technology has grown tremendously during the

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last two decades and became the main source of knowledge (Khuo, 2015). The latest
information and the current technology make information available through
Internet. Information through internet is useful for novice and also to the expert in
all fields of knowledge. Information Communication Technologies (ICT) is the main
model of use for using public Internet facilities in order to access information. In
developing countries, public and shared facilities help to create desperately needed
access for information sharing and information access.

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Rationale of the Study

In our modern time’s, computers become so useful and it makes our lives
easier than we have before. In fast moving life of modern world of today, computers
hold tremendous significance. We are prone to different business and huge
companies establish in local areas and worldwide. We know that managing business
is such difficult task weather it is big or small. In accordance with this matter,
adapting is the most common way to solve this issue. Internet and technology are
widely used in making our lives in the simplest way as possible. It provides each
individual to use their own intelligence or mind to investigate further.

In the advent of the modern world with the dominance of the internet,
accessibility to the universe is at everybody's hands. This study focused on the
internet café services and how effective the management strategies implemented by
the owners in running the business and management strategies in dealing with the
customers. The whole world is reachable through the command of our hands, with
just one-click; everything may open up to you. Enthusiasts and experts call this
phenomenon a transformation from brick and mortar to click (Orcullo, 2009). The
advancement in technology is significantly experienced by most (Shrestha, 2017).
The introduction of the internet as a venue for modern means of communication,
entertainment, commerce, and business transactions have changed the way people
live, communicate, and deal with clients or customers. Even online playing has gone
from what was once personal to something impersonal and digitalized. Montrieux, et
al., (2015) emphasized that even the young ones are trained to be ahead of the other
children by relating to the rudiments of computer technology as the second nature.
Indeed, computer and technologies with the integration of internet had become basic
tools in mobilizing various daily activities. Internet café becomes one of the popular
places for the people today especially to young adults because it provides access to
the internet with the great variety of exciting software that internet café offers like
downloading music and videos, scanning graphical images, online games, and social
media to link friends and other people across the globe. Besides, online services
provided in the internet café are not restricted where people can check

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email, chat, and browse web pages whilst preparing their assignments and paper
works at any commodious time they want. These are internet benefits which one
cannot experience at home if personal computers used have no internet accessibility.
People who have their own laptops and net books can bring it to areas where wireless
fidelity widely known as Wi-Fi is free for them to connect in non-restricted areas.
Strong and effective management is the key to every establishment for the continued
success of any business operations. The key to good management is to examine the
marketplace, its environment, and create opportunities that would generate growth
and profit for the business.

The rise in the use of the internet has led to many changes in our daily life. In
particular, the rise has led to the rise of online gaming. Online gaming can refer to
any type of game that someone can play through the internet or over a computer
network. Most of the time, online gaming refers to the video games played over the
internet, where multiple player in different locations around the world. In most case,
online games are freeware programs that can be used for an unlimited time and are
available for free. Most percentage of web games available nowadays written in
Flash, Shockwave and Java language. Because of that, they feature more primitive
game play downloadable games.

Today, one can see the impact of computer and video games in politics,
television, popular music, and Hollywood. A lot of research is conducted to study its
effect on lifestyle and behavior of the wow levelling player especially kids. Online
game is the most sought leisure activity followed by kids nowadays. Computers play
a major role in shaping the future of the kids. Days are gone when children loved to
indulge in outdoor activities, rather that running or playing outside; children spend
most of their time playing online games. Online games surely have an impact on
minds of kids. Taking into consideration, it is positively a great mind exercise and
help kids explore many new things. It includes the improvement of recursive and
proactive thinking, increased sociability and improved interpretive skills. Some
research shows that the children who play online games are more active and have
sharper minds than their counterparts. However, computers and video games also

4
receive much more negative critics, because games are more often coined with issue
such as mindless entertainment, enhanced social recluse, sexism and consumerism.
Research shows that kids who play violent games showed on increased in emotional
arousal and a corresponding decrease of activity in brain areas involving self-control,
inhabitation and attention.

Having an online gaming experience typically requires a high-speed internet

connection. Proper hardware will also be required whether it’s a computer or a
gaming console, such as Xbox or Play station that’s connected in the internet some
online games require a specific piece of controlling hardware such as a joystick or a
game controller, but these days, gaming technology has progressed to an amazing
extent. Things like streaming 3-D animation graphics with superb surround sound
stereo now have the ability to make all addicted to gaming. In terms of video games,
online gaming is growing popularity for variety of reasons. Gamers can easily find
opponents of a similar skill level when playing a head-to-head game over the
internet. Players also can compete in massively multiplayer games, where dozens of
players play an ongoing game in virtual world. Some online games change a monthly
fee for access to the video game software.

However, the rapid expansion of Internet use has not come without “side
effects”. For example, Internet cafes have been accused of encouraging social
problems such as gaming addiction, and being detrimental for the minors that spend
too much time surfing the Internet. There have also been concerns related to the
Internet cafes as a forum for occasional criminal exploitation. People authorities
seem to acknowledge that they can only control the Internet up to a point, but they
are doing what they can to tighten the surveillance of the Internet users. The
government’s policy towards Internet has been split. The goal has been to develop a
modern information society, and too much control risks limiting the flow of
commercial and scientific information that it needs for the modernization purposes.

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 THE PROBLEM

An assessment of existing management practices among Internet Cafe industry in

Cebu City.

Statement of the Problem

The study aims to assess the existing management practices of Internet Cafe
industry in Cebu City in order to propose management intervention.

Specifically answer the following:

1. Describe the company profile in terms of:

1.1 Type of ownership

1.2 Number of employees
1.3 Years of operations
1.4 Annual income

2. Assess the existing management practices in terms of:

2.1 Proper licensing

2.1.1 General Licenses and Permits
2.2 Sanitation & Hazardous Chemical Compliance
2.3 Labor Law Posters Display
2.3.1 Social Security System
2.3.2 Pag-ibig Benefits
2.3.3 Hours of Work
2.3.4 Rest Day
2.3.5 Holiday
2.4 Cyber cafe management practices
2.4.1 Ensuring café Hygiene
2.4.2 Maintaining hardware hygiene
2.4.3 Establishing effective café management
2.4.4 Setting up efficient security system

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 2.4.5 Providing great customer experience
3. Identifies the challenge encountered by the management
3.1 Challenges
3.2 Course of Action
4. Based on the findings, proposed management intervention

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Significance of the Study

To the Field. This study would evaluate the management practices of Internet Cafe’s
in Cebu City. This will also help to widen and contribute for the betterment of the
industry. Consumers’ preferences were also used to know what are the factors that
affect the profitability of the business.

To the customers. This research will attend to the customer’s needs and preferences
in terms of computer quality, internet system, and service quality, We could use their
feedback's in order to inform the owner about their needs, wants and comments.

To Government or Organization. This study benefits the government through their

tax revenue and could contribute in helping the economy grow. As a result of the
business’ development like internet cafe’s in Cebu City, the government can
accumulate higher tax collections. It will also serve as an opportunity for unemployed
individuals to earn and pay their taxes responsibly.

To Future Researchers. This research paper would help future researchers who
will encounter the same business field in a way that this would serve as a reference
to their paper. They can improve or continue what the researchers have started in
order to broaden more aspects in the said field. They can either improve their
customer satisfaction in the said internet cafe business or continue exploring on
ways on how change and make the enterprise grow.

To the business. This study will benefit the business through determining the
customers’ feedback’s with regards to the environment, location, service quality in
choosing a internet cafe business. This will also suggest the business with creating
possible innovative solutions to the problems that they are current facing. Also, this
study will provide enough information needed in the business to help guarantee
customer satisfaction, as well as for the betterment of the company.

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Scope and Limitations of the Study

The study will focus on guiding and helping sustain its business, by informing
them of the importance of effective management practices; help the business
recognize the advantages it could possibly gain, over other competitors. This study
also seeks to find out what management practices, is the most effective for
businesses.

This study can be freely used by entrepreneurs, business owners, and

researchers alike; including my classmates and my research teacher. It also aims to
inform the public of the importance of effective management practices in Internet
Cafe.

Though this study has been carefully made for three months now, we cannot
neglect the fact that it has its limitations and shortcomings. Firstly, the sample size
conducted for the study is relatively small compared to most studies conducted by
other researchers, where our survey only had ninety participants, and was limited to
a single location. Secondly, the lack of available or reliable data has become an
apparent issue to our study, as stated in our rationale, there had been limited studies
conducted on the Internet Cafe Industry; however, there are some that are useful,
and others that require a tremendous amount of money to purchase. Lastly, the
longitudinal effects or the study of long-term effects, unlike others who can devote
years or their entire life to a study, we on the other hand have been given a deadline,
where it could greatly affect us in ways more than one, such as stress and occurrence
of panic within the group.

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 DEFENITION OF TERMS

1. Accessibility. It refers to the design of products, devices, services or environments

for people who experience disabilities (Henry et al., 2014).

2. Business management. Means how are you going to manage the business which
is associated with organizational activities such as planning, leading, organizing, and
controlling human efforts in order to achieve the organizational goals (Johnson, n.d.)

3. Cybercrime- Offences that are committed against individuals or groups of

individuals with a criminal motive to intentionally harm the reputation of the victim
or cause physical or mental harm, or loss, to the victim directly or indirectly, using
modern telecommunication networks such as Internet (McQuad ,2009).

4. Gaming console. It retains gaming devices in a cockpit-like arrangement for

enhancing the experience of home video game playing (Miller, 2000).

5. Internet Cafe. Represent a potential means of bridging the information gap

between social groups and geographical areas (Kristiansen, n.d.). An internet café is
an establishment with computers where people can pay to use the internet (Collins
Dictionary, n.d.).

6. Management Practices. is usually refers to the working methods and innovations

that managers use to improve the effectiveness of work systems (Lipman, n.d.)
Common management practices include: empowering staff, training staff,
introducing schemes for improving quality, and introducing various forms of new
technology (Kahn, 2014).

7. Price – the quantity of one thing that is exchange or demand in barter or sale for
another (Miller J.I., 1998).

8. Revenue. Revenues or revenue in business is the gross income received by an

entity from its normal business activities before any expenses have been deducted.
Income may be received as cash or cash equivalent and is typically generated from

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the sale of goods or the rendering of services for a particular period of time
(Baskerville, 2011).

9. Service Quality. Global judgment or attitude relating to the overall excellence or

superiority of the service (Parasuraman, Zeithaml, & Berry, 1998).

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 ORGANIZATION OF THE STUDY
Chapter 1 will tell you the purposes about the study and how will be the research
determine the important aspects in affecting to the customers. Starting off with the
Rationale, it gives the logical support for a course of action of the study. It provides a
set of reasons of the study on how the researchers will opt for consumer’s preference
on laundry services. Rationale contains a synopsis of the study that gives relevance
for the customers.
This chapter also includes the Statement of the Problem. This problem that the
researchers have should analyze in order to examine the study. Statement of the
Problem consist a question that you wanted to come up of to answer the study
effectively and reliable to the consumers. Assumptions and Hypothesis includes
identifying the affirmation and an educational guess about the study. And with that,
researchers should connect the guess to the result of the research.
This section, Significance of the Study provides benefits of who are the benefited
customers in a laundry shop. Since the researchers focuses about the laundry shop
service, it benefits the business and the public.
In the Scope and Limitations, this study was conducted to determine the most
dominant factors that affect the customer preference in choosing a laundry shop.
This provides the limitations about the study.
In the Definition of Terms, this is the part where the important terms in this study
has been defined by the researchers. It is defined how researchers put into a proper
meaning of the terms about the study.
And the last part of chapter 1, the Organization of the study is the part of the
study that describes the final output of the study has.
Chapter 2 contains the Review of Related Literature and the Frameworks. This
consists of what the researchers’ aims to seek the customer’s preference in choosing
Computer shops and what management practices should be implemented by relating
it into different variables. The variables are the prices, customer satisfaction,
accessibility and service quality

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 Chapter 3 contains the Research Methodology. It involves the researchers target
customers which are the respondents. In doing so, the researchers collected data
about the study by doing interviews and surveys.
Chapter 4 of the study describes the analysis of data followed by a discussion of
the research findings gathered through the interview conducted by the research. The
information are collated and analyzed in order to provide recommendation for
service enhancement.
Lastly, Chapter 5 looks at the summary of findings, conclusions,
recommendations and suggestions for further research.

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 Chapter 2
THEORITICAL BACKGROUND

Review of Related Literature

Internet café history started with the opening of the first cybercafé, Café Cyberia,
in London (UK) on September 1st, 1994. The founder of the first internet café, Eva
Pascoe, was working on her PHD at the time. She got the idea to mixing sipping coffee
to surfing the web while sitting at one of coffee shops near the City University of
London. Café Cyberia started with half a dozen HP computers, connected to the
Internet through dial- up modems that were able to transfer data at 9.6 kilobits per
second.

However, as many Internet cafes in some countries have evolved into advanced
gaming or business centers, the original cybercafé idea of providing basic internet
access is still a major growth story in many parts of the world. (Hoffman, n.d.)

Ensuring a legitimate internet café must attain different factors in order for them
to achieve a better outcome of their business. These factors are management
practices and Management challenges. Under these two factors has its own sub
variables which is the proper licensing, sanitation and hazardous chemical
compliance and the labor law posters displayed. Management practices innovates a
manager to improve and develop the effectiveness of work systems. Management
challenges are the challenges encountered by the business and it will be further
discussed after our final interview with the owner / manager.

Industry of Amusement & Gaming Enterprises

Local

Alamt et al. (2009) defined cyber cafe as ‘’a shop cafe or place which is open
to public, where anyone can just hire a computer for a certain period of time with a
certain amount of fee’’ Similarly, Haseloff (2005) defined cyber cafes as for profit
facilities, open to all public access the internet, other network facilities and a variety

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of information technology tools on a temporary contract basis or pay per use without
the necessity for the users to own a hardware or software themselves. Cyber cafe is
generally open to all who can afford to pay for the services and generally there’s no
restriction with respect to age, gender, religion and ethnicity. (Hasleoff 2005). Cyber
cafe in the Philippines is called Internet shop or Computer shop.

Management Practices

According to Balacuit and Montero (2018), strong and effective management is

the key to every establishment for the continued success of any business operations.
The key to good management is to examine the marketplace, its environment, and
create opportunities that would generate growth and profit for the business. The first
variable of the profit is the forms of business organization which refers to the persons
or people who owned and performed the functions of management. The big capital
enables them to expand their business especially the services they offered. The
dependent variables include the management strategies which focus on the quality
of service; employee-employer relation, and relationship with the users and the
general public.

Your Cyber Café needs to be managed in a systematic manner and for that you
need reliable café management software to track your day-to-day productivity,
ensure secure billing and system security, and manage daily records. Good café
management software will help reduce pilferage, help in better management of café
and instill a feeling of trust amongst the customers that they are not being cheated.

Government Regulations Compliance / Proper Licensing

Ensuring your company, a proper licensed helps a business man or owner to

bring protection to yourself, your employees and your customers. Having the correct
license will ensure your personal assets are protected in case of a lawsuit as well as
providing a protection for you if your business is damaged. This works the other way
around too as if you are personally liable for injuring another, your businesses
finances will not be available in the settlement. A licensed business is completely

15
separate from yourself, meaning your company’s taxes aren’t filled with your own.
This makes it far easier to report income as well as business losses.

Legal requirements are needed in putting up an internet café. You must

comply the following. Registration with BIR (Bureau of Internal Revenue),
Registration of business name with DTI (Department of Trade and Industry),
Barangay Clearance and business permit and Mayors permit are the legal
requirements internet cafes must comply.

Barangay Clearance, the proposal business will secure barangay permit that is
our responsibilities. It would make the immediate community to be aware of the
business that would give satisfaction and promote community involvement.

Registration of name with DTI, the proposed business should be registered

with DTI to assure that any organization of individual for their business proposal for
future use would not copy the name of our business. It acquires 15 days period of
processing before the name of the business registered certificate can be issued by the
said government agency.

Bureau of Internal Revenue (BIR), the proposed business should register with
BIR and secured TIN (Tax Identification Number) which will be used as simplifying
the record control producers relating to taxation and securing VAT (Value Added
Tax).

Mayor’s Permit, Mayor’s permit must acquire before the operation of the
business.

Sanitation and Hazardous Chemical Compliance

There are few aspects which were important for the internet café’s sanitation.
By focusing on the needs of your customers and consistently meeting their
expectations will ensure that your customers choose to return again and again.

Café Hygiene- First and foremost as the owner of the cybercafé you need to
apply a neat, clean and comfortable café that will attract more customers. Ensuring

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the proper cooling of your air condition and provide comfortable chairs and a good
ambiance, lighting that settles the presence of your customers.

Hardware Hygiene- Every customer walking into your café expects that the
computers and internet connection should be up and running well without any
disconnections. As an owner of the café you must conduct monthly maintenance in
each unit you own and diagnose common problems.

Hardware Protection- It is necessary that you ensure that your hardware is

resilient to viruses, malware threats, spam, spyware, phishing attacks and other
intrusions. You can further protect your hardware by installing firewall, antivirus
program.

Business owners should provide a hazard warning inside the business premises.
According to (Sathar, Aqiel Dalvie and Rother, 2016), the purpose of having a hazard
warning is to provide and remind users of relevant hazard information and to
promote safety behaviors. This kind of action is really essential to the business.
Providing a hazard warning will let the users of the computers to be aware of what
should they do and what should they don’t do inside an internet cafe. In making a
hazard warning, make sure that it is clear and understandable for the users to be alert
and aware of the potential hazards that is present in an internet cafe.

Labor Law Posters Displayed

These are statutory contributions under government that the business must comply
such as. Social Security System, Phil-health Benefits and Pag-Ibig benefits must be
given to employees in order for the employees to have a meaningful protection such
as disability, sickness, maternity and old age. The owner might see it as a result in
loss of income or financial burden but the state must undertake social security
protection to workers and their inheritors.

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Management Challenges / Course of Action

Service Quality

Yoo and Park (as cited in Kariru & Aloo, 2014) explained that high quality
service contributes to increased profitability and competitiveness of a business
because it enhances business growth and prosperity. According to Bitner (cited in
Ismail et al., 2013), service quality is an important factor to measure customer’s
satisfaction within such business because customer’s satisfaction is used to predict
repeat patronage, which leads to brand loyalty and new customers. It is important to
enhance the service quality since it is the result of the comparison that customers
make between their expectations about a service and their perception of the way the
service has been performed (Gerson, as cited in Omar, Saadan & Seman, 2015). Julian
(cited in Sanjuq, 2014) stated that providing high-quality services can enhance
customer retention rates, attract new customers through word-of-mouth, increase
productivity, lead to higher market share, reduce operating costs and staff turnover,
and improve financial performance, profitability, and morale among employees.
Minh, Ha, Anh and Matsui (2015) imply that service quality plays an important role
as a driver for higher customer satisfaction level in a business to make new
customers into advocates. Osman & Sentosa (2013) highlight that tangibility,
responsiveness, empathy; assurance and reliability are the most important
service quality features. A business should focus on these elements of service
quality to achieve high degree of customer satisfaction. Firstly, tangibility was
often viewed as the appearance that service providers gave in terms of good
facilities, equipment, personnel and communication materials when delivering
services (Sureschandar, Rajendran & Ananthanraman, as cited in Ismail et al.,
2013). Secondly, responsiveness was often defined as the willingness of service
providers to provide service quickly and accurately (Juwaheer & Ross, cited in
Ismail et al., 2013). Thirdly, empathy was related to caring, attention, and
understanding the customer needed when providing services (Ismail et al.,
2013). Fourthly, assurance was usually referred to as credibility, competence and
security in delivering services (Raza, Siddiquei, Awan & Bukhari, as cited in

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Ismail et al., 2013). Finally, reliability was frequently seen as the ability of service
providers to implement promised service dependably and accurately (Crosby, cited
in Ismail et al., 2013).

Overall, it is important to study and enhance these variables of consumers’

preference to provide customer satisfaction and for the improvement of the
company. Customer satisfaction, on the other hand, is often used by managers to
predict repeat patronage, which leads to brand loyalty and new customers that can
benefit both the company and the customers (Kandampully & Suhartanto, as cited in
Sanjuq, 2014).

Location

According to Sherman (N.D), you must choose the right community where you
will establish your business. The most important factors that you need to consider in
the location of the business are the population, target market, convenience which
means it must be accessible and easy to locate and it must be safe especially if the
business is still open late at night.

Eze F., Odigbo, B.E, & Ufot, J.A in their 2015 study stated that the far distance of
the store has a negative effect on the frequency that a customer visits the store. If the
store is located in the center of the city, they can attract both next door and remote
customers. Therefore, distance from home and distance from workplace would have
a relationship with the amount of purchase from retail stores. Griffin (N.D) also
stated in her study that you should also consider the accessibility of both the
customers and employees.

Edexcel (2015) study stated that, for businesses in some sectors, locations
really Is critically important. For others, it is a relatively minor decision. The key is to
consider the main issues faced by a business choosing a business location and to
address the most appropriate way of making a choice.

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 Location decisions are usually pretty important- to both large and small
businesses. The location decision has a direct effect on an operations costs as well as
its ability to serve customers (and therefore its revenues).

Also location decisions, once made, are difficult and costly to undo. The costs of
moving an operation are often significant and run the risk of inconveniencing
customers and staff. It is always best to get the location decision right first time.

Appearance

According to Dawson, Bloch and Ridgeway (as cited in Hosseini, Jayashree &
Malarvizhi, 2014), store image influences customers, thus store owners/managers
must improve the appearance of their store to provide customer satisfaction as well
as to gain customer loyalty. Stern, Zinkhan and Jaju (as cited in Hosseini et al., 2014)
stated that the purchase choices of customers are influenced by the store image. This
implies that when a store is bigger in size, consumers are attracted to it but this
attraction is played down if the distance between the customer’s location and the
store is not close enough. Thang and Tan (cited in Hosseini et al., 2014) argued that
the view of customers regarding the store image features affects their store
preferences. This statement is true only if the store image expectations of the
customers are in line with their perceptions. Chang and Tu (as cited in Hosseini et al.,
2014) explained that the characteristics of store image help the customer
differentiate it from that of the other stores, thus it is important for a store owner to
make his/her store stand out from all the other competitors in the area. According to
Kunkel and Berry (cited in Hosseini et al., 2014), customers obtain an image of a store
after having experience the store and comparing this experience to their
expectations. The outcomes of this comparison cause future revisits and repurchase
decisions if the customer is satisfied with the product or service, he/she has
experienced.

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Promotion
Promotion has evolved to encompass the “coordination of all promotional
activities (media advertising, direct mail, personal selling, sales promotion, public
relations, packaging, store displays, website design, and personnel) to produce a
unified, customer-focused message” (Ferrell, cited in Yang, 2010, p. 9). It can greatly
impact any company's market share and sustainability and as well as influence the
preferences and purchasing decision of the customers because promotions are
instruments that seek to increase sales of products and brands, usually in a short
time (Wierenga & Soethoudt, as cited in Santini, Sampaio, Perin & Vieira, 2015).
According to Alvarez and Casielles (cited in Santini et al., 2015), sales promotions are
distributed into two groups: price or monetary promotions (i.e. discounts, coupons,
rebates); non-monetary promotions or not geared to price (i.e. free samples,
distribution of promotional prizes, gifts, contests and loyalty programs). Therefore,
it is believed that sales promotion has a positive influence on the purchase intention.
Liao (as cited in Santini et al., 2015) stated that the factor that can lead to the success
or failure of the action is the level of its attractiveness. Indeed, it is assumed that an
attractive prize encourages the purchase of products/services when consumers are
not sure about their preferences in a class of products. It is believed that the award
(attractive or unattractive) is a significant variable to explain the reactions and
perceptions of consumers about a promotional campaign (Landreville, cited in
Santini, 2015). A key component of promotion is advertising because it is usually one
of the most visible elements of an integrated marketing communications program
(Hartline, as cited in Yang, 2010). Due to such a wide selection of advertising medium,
advertising is a highly flexible form of promotion. Also, in today’s advancements of
technology, the internet has come to be one of the fastest growing advertising
mediums whereas, more traditional forms of advertising such as newspapers, radio,
and magazines are struggling with limited or no growth in ad revenues (Yang, 2010).
Thus, promotion is an important tool to attract new customers, maintain existing
customers who are contemplating switching brands and give incentives to customers
who are about to use competing products (Familmalek, Aghighi & Hamidi, 2015)

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22
Security System

Security is one of the first and vital considerations when setting up an Internet
café. It’s pretty self- explanatory. A cybercafé has to be prepared to deal with
additional potential problems. Lack of proper security might allow a customer, or
even an employee to modify important settings that could potentially compromise
the system in its entirety. Furthermore, you don’t want every user that might walk in
during the day to be able to install their software on your machines. You must keep
in mind that as a business owner you must be responsible in every activity that
originates on your computers and it has been a common problem to every internet
café business that viruses and cyber-attacks can paralyze any business. Malicious
software occurs when the customers try to use contaminated drives or they might
not own a valid license for the software they are about to use, which could lead to
legal issues. The same thing might happen if a careless employee has access to system
wide settings, such as the Control Panel in Windows computers. (‘’NET’’, 2017).

According to Zhang (2014). Updating the operating system helps reduce the
vulnerabilities such as the developer identifies, patch, weaknesses in the operating
system. If your devices are malfunctioning because you didn’t perform your update,
it is possible you lost your valuable data to a cyber threat, or spent whole days trying
to scan for virus, you learned a valuable lesson about the need to secure your
computer. All users have to update their systems and stop using devices prone to
vulnerabilities such as Microsoft Windows 95, windows 98 and Windows ME. These
versions of Microsoft windows are now outdated, they are prone to attack and
vulnerabilities. Every time you use your computer to transact or send vita
information via the internet may put you at risk such as losing your vital information
to the hacker. The method of upgrading device to windows operating system such as:
XP service pack 2, Vista, Win7, and Win8, which designed to replace older windows
and considered more secure.

23
 The best way to check whether a website or application is vulnerable is to
install a licensed anti- virus (web scanner). Web scanners diagnose the entire
website and automatically check for vulnerabilities and threats.

Store Image

According to Dawson, Bloch and Ridgeway (as cited in Hosseini, Jayashree &
Malarvizhi, 2014), store image influences customers, thus store owners/managers
must improve the appearance of their store to provide customer satisfaction as well
as to gain customer loyalty. Stern, Zinkhan and Jaju (as cited in Hosseini et al., 2014)
stated that the purchase choices of customers are influenced by the store image. This
implies that when a store is bigger in size, consumers are attracted to it but this
attraction is played down if the distance between the customer’s location and the
store is not close enough. Thang and Tan (cited in Hosseini et al., 2014) argued that
the view of customers regarding the store image features affects their store
preferences. This statement is true only if the store image expectations of the
customers are in line with their perceptions. Chang and Tu (as cited in Hosseini et al.,
2014) explained that the characteristics of store image help the customer
differentiate it from that of the other stores, thus it is important for a store owner to
make his/her store stand out from all the other competitors in the area. According to
Kunkel and Berry (cited in Hosseini et al., 2014), customers obtain an image of a store
after having experience the store and comparing this experience to their
expectations. The outcomes of this comparison causes future revisits and repurchase
decisions if the customer is satisfied with the product or service he/she has
experienced.

24
 Theoretical Framework

Amusement & Gaming

Enterprises

Proper Licensing Sanitation & Hazardous Labor Law Posters

Chemical Displayed

General Licensing & Pemit

Ensuring Café Hygiene Hours of Work

Mayor’s Permit
Manufacturing Hardcore Rest Day
Hygiene
Barangay Clearance
Holidays
Establishing Effective
DTI Registration Café Management
Mandatory Employee
Benefit
BIR Registration
Setting Up Efficient
Security System Wages & Leave SSS, Pag-ibig,
Compensation PhilHealth

BFP Permits
Performing Café
Promotions
Tax Clearance

Providing Great
Customer Experience

Figure 1.1 Theoretical Framework

Businesses have rules and regulations to comply and follow since this is
mandated by the government to protect the business owners’ and customers’ rights.
Establishing a business is a long process there are certain things you need to acquire
in terms of your employees, customer, company and the government in able to make
legalized your company. According to (Wood, 2018), businesses must comply with
government regulations to be able to run a business legally , and it doesn’t matter
what type of business it is and what type of industry the business is in. Whether you

25
like it or not, compliance is important. Staying on top of the rules (which are often
changing) is essential to maintaining a competitive edge. Failing to do so means
incurring penalties and potential legal issues, which could be the reason to fall behind
competition (Uzialko, 2018)? Internet café can use this as their edge to established
trusted relationship between the customer and business owners.

According to (Durden, 2018), it’s mandatory to properly clean and store equipment
since a lot of people come and go to a beauty salon business to cater their hair, skin,
nails and etc. Customers would spend their money on a clean and neat place and will
provide them good service at the same time. The customers are savvy because they
only have limited money to spend, they will make sure that they will get their
money’s worth from the service they will be getting.

Labor laws clarify and codify business owners' obligations to their employees. The
labor movement has a long history of lobbying for laws that protect worker's rights,
improve worker safety, and prevent child labor and increase workers' bargaining
power relative to their employers (Thompson, 2018).

The mandated hours of work given by the government must not exceed 8 hours a day
but work beyond 8 hours shall be given an additional compensation for his/ her
overtime work, and should be given 1 hour of daily lunch break, and rest periods of
short duration during working hours shall be counted as hours worked. However, do
not prohibit work done less than eight hours. Also, employees are given 1 day-off for
employees to be able to rest in a week. Regular holidays and special holidays work
performed by employees should be given additional compensation.

Business owners should provide the mandatory government benefits and

contributions to the employees like; Social Security System (SSS)a benefit given to
retired workers and spouses who have paid to the Social Security System monthly
during their working years; Philippine Health Insurance Corporation (Philhealth) it
is a health insurance program who provides assistance to those who can’t afford
medical care; and Home Development Mutual Fund which is commonly known as
Pag-IBIG Fund a program that provides affordable home financing options for

26
average- income Filipinos . A neat, clean and comfortable café would attract more
customers (CCAOI, n.d.). It makes people work better in a clean and comfortable
environment.

Installing Café Management Software, security system, legal software etc. will help to
make the Café Safe and Secure, reducing pilferage, make managing the Café easier
and most importantly legal (CCAOI, n.d.). Internet Café should provide faster internet
connection to the customers and look for reliable internet providers because
disconnections could frustrate customers from using your service. Acquire updated
software for your computers to avoid any troubleshooting. Ensuring safety for
customers and employees, business owners should install surveillance cameras and
security personnel in the store. This framework will provide good and effective cyber
café management.

27
Conceptual Framework

Figure 2.1 Conceptual Framework

In this figure it shows the conceptual framework of proposed internet café

composed of different hierarchies namely, Government Rules and Regulations and
the Cyber Café Management Practices. Through this framework the researchers will
help the café in improving, achieving their desired goals and for the betterment of
the business and economy.

We were able to have knowledge about its company profile, management

practices, challenges and course of action by conducting an initial interview of the
owner nor the manager of the cafés.

28
Government Rules and Regulations and Cyber café Management practices affects the
costumer’s satisfaction and also the quality of the service. Essentially having a
business license is a permit from the local or state government allowing you to do
business within the borders of the locality. A proper licensed helps to bring
protection to you, your employees and customers. And it is to ensure that the
financial health of the company is in good standing.

29
 Chapter 3

RESEARH METHODOLOGY

Research Environment

Broadly speaking, the study was conducted within Cebu City and some area in
Mandaue City. According to the 2015 census, Cebu City has a population of 922,611
people, making it the fifth-most populated city in the nation and the most populous
in the Visayas. Mandaue City on the other hand, has 362,654 population in the year
2015.

Cebu City and Mandaue City, Philippines

Figure 3. Research Environment

30
Research Respondents

Research respondents were the owners or employers of the internet cafe which
will be equivalent to 40 persons since we have 40 computer shops and 2 respective
employees of them, a total of 80. The researchers have focused to individuals like the
internet café owners and employees since they will be helpful in gathering sufficient
data since they are more familiar in the internet café industry. As for the internet café
owners, the researchers have limit 40 internet café as where they would conduct the
study so there will be 40 internet café owners to be chosen as a respondent while
coming from those each internet café chosen the researchers will be getting 2
employees as a respondent too for the study. Internet café owners are chosen
because there are data about the internet café that only they could provide such
confidential information.

Research Instruments

The research instruments that have been used are questionnaire and in-depth
interview. The survey will briefly start with an introductory phase and is followed up
with personal questions, which are answerable by yes or no. The researchers
conducted an in-depth interview that will only take 30-40 minutes of the
respondents’ time. The interview guide used was slightly different in their
arrangement similar when it comes to the flow and questions being asked. The
interview guide was divided into parts that will assess the respondents’ thoughts and
opinions regarding questions related to the Business, Sales, Management practices,
place, and people. The last part of the survey will require more time (5 minutes) due
to the open-ended questions given. A viable quantitative questionnaire was utilized
by the researchers in acquiring the necessary information needed to be related to
our Statement of the Problem.

Research Procedure

The researchers gathered the data and information through an interview survey
questionnaire to cafe owners and employees. Primary data was obtained since the

31
answers given by the respondents were first-hand and directed automatically to the
interviewer or the researchers themselves. A transmittal letter was given to them for
their approval to be part of the study. The questionnaire was also examined well by
the researchers to make sure that it will surely answer the problem of the study.

Collection of Data

The data was collected through quantitative and qualitative data which includes
the in-depth interview and survey questionnaire. All information gathered will be
use to answer the problem of the study and will be used for research purposes only.
The researchers used three data collection method namely questionnaires,
interviews and surveys. When we conducted the survey we asked permission from
the respondents if we can collect the data through taking notes and voice recording,
then the respondents agreed. The researchers then now made the questionnaires.
For the actual survey the greetings and permission was written and also it includes
the questions. All of the collected data from IDI to surveys were used in making
statistical calculation like percentage, frequencies and giving interpretation,
conclusion and recommendations.

Treatment of the Data or Processing of data

The researchers used the method of survey questionnaires and conducting an

interview. In distributing the questionnaires, the researchers gave questionnaire to
both cafe owners and customers in the cafe to verify things clearly. The researchers
instructed the respondents to check the boxes that will relate to their answers. The
questionnaire will only take 5 - 10 minutes of their time and all information that will
be gathered will be kept confidential.

After gathering the data, the researchers tally the results from the
questionnaires and use a table to present the data clearly.

32
 Chapter 4

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter contained the summary of the study, the findings, conclusions,
implications and recommendations of the researchers.

Table 1. Type of ownership

Frequency Percentage
Sole proprietorship 32 80%
Partnership 7 17.5%
Corporation 1 2.5%
Total 40 100%

Table 1 shows the type of ownership of the business. Out of 40 respondents,

32 respondents chose sole proprietorship which is 80% of the total respondents. Out
of 40 respondents, 7 respondents chose partnership type of ownership which is
17.5% of total population. Out of 40 respondents, 1 respondent chose corporation
type of ownership which is 2.5% of total population.

According to the table, it shows that most of the business is a sole

proprietorship type of ownership which is 80% of total population. Many of the
respondents chose sole proprietorship because it is eeasiest and least expensive
form of ownership to organize. Sole proprietors own all the assets of the business
and the profits generated by it. They also assume complete responsibility for any of
its liabilities or debts unlike the partnership and corporation. One of the first
decisions that you will have to make as a business owner is how the company
should be structured. According to Chua (2015) , ownership type was a significant
moderator of the effects of customer orientation and organizing
a business in corporate form allows the company to function independently from
the owners of the business.

33
Table 2. Number of full time employees

Full time Employee Frequency Percentage

0 6 15%
1-5 34 85%
6-10 0 0
11-20 0 0
Total 40 100%

Table 2 shows the number of full time employees. Out of 40 respondents, 34

respondents said that they have 1-5 full time employees. Out of 40 respondents, 6
respondents said that they don’t have any full time employees.

According to the table, it shows that most of the internet cafes have 1-5 full
time employees which is 85% of the total population. In the Philippines, the Fair
Labor Standards Act (FLSA) doesn’t prescribe any legal guidelines that dictate
whether or not a worker is a full-time employee. The determination of what
constitutes full-time employment depends on the company's policy and practice of
defining full-time employees with the exception of designations under the Affordable
Care Act Obama (2016). Full-time employees are often more likely to be provided
with benefits, including a pension, health insurance, paid vacation, and sick time,
which are not offered to part-time employees.

34
Table 2.1. Number of part time employees

Part time employees Frequency Percentage

0 18 45%
1-5 21 52.5%
6-10 1 2.5%
11-20 0 0
Total 40 100%

Table 2.1 illustrates the number of part time employees. Out of 40 respondents,
21 respondents said that they have 1-5 part time employees which is 52.5% of total
population. Out of 40 respondents, 18 respondents said that they don’t have any part
time employee which is 45% of total population. Out of 40 respondents, 1 respondent
said that they have 6-10 part time employees which is 2.5% of total population.

According to the table, it shows that most of the internet cafe has 1-5 part time
employees which is 52.5% of total population. Only a few of the café’s has a part time
employee because most likely, part time employee are less committed relative to full-
time workers .According to the Bureau of Labor Statistics, working part-time is
defined as working between 1 and 34 hours per week. In 2018, between 25 and 28
million Americans worked part-time. Typically, part-time employees in the
Philippines are not entitled to employee benefits, such as health insurance. Only a
few of the café’s has a part time employee because most likely, part time employee
are less committed relative to full- time workers. Full time workers rely on the
consistency of their income and as well as the given benefits from their head. Mostly
of the cafés only accepts full time employment.

35
Table 2.2 Number of Work hours

Working Hours Frequency Percentage

1-8 19 47.5%
9-16 20 50%
17-24 1 2.5%
Total 40 100%

Table 2.2 illustrates the number of working hours. Out of 40 respondents, 20

respondents said that their working hours is between 9-16 hours which is 50% of
total population. Out of 40 respondents, 19 respondents said that their working
hours is between 1-8 hours which is 47.5% of total population. Out of 40
respondents, 1 respondent said that their working hours is between 17-24 hours
which is 2.5% of the total population.

According to the table, it shows that most of the internet cafe’s work hours is
between 9-16 hours which is 50% of the total population. The normal hours work of
an employee shall not exceed 8 hours a day. However, Health Personnel shall have a
maximum of 40 hours a week. If made to work in excess of 40 hours, they are entitled
to 30% additional pay. An employee need not leave the premises of the work place
in order that his rest period shall not be counted, it being enough that he stops
working, may rest completely and may leave his work place, to go elsewhere,
whether within or outside the premises of his work place (Lockley 2015).

36
Table 2.3. Work in shifts

Frequency Percentage
YES 29 72.5%
NO 11 27.5%
Total 40 100%

Table 2.3 illustrate the work in shifts. Out of 40 respondents, 29 respondents

agreed that they have work shift which is 72.5% of total population. Out of 40
respondents, 11 respondents disagreed that they have work shift which is 27.5% of
total population.

According to the table, it shows that most of the internet cafes have work in shift
which is 72.5% of the total population, since internet café runs 24hours a day they
strongly needed shifting work hours in order to relieve their employees from stressed and
regain. We must consider the health risks of our employees of not implementing shifting
work hours. According to (Roa2016), working on shift hours may increase the risks of
psychosomatic disorders of the gastrointestinal tract (peptic and ulcer),
cardiovascular disorders (hypertension, ischaemic heart diseases) and even cancer
among shift-workers.

Table 2.4. Number of Hours in operation

Units Frequency Percentage

1-8 1 2.5%
9-16 18 45%
17-24 21 52.5%
Total 40 100%

Table 2.4 illustrates the number of hours in operation. Out of 40 respondents, 21

respondents said that they operate between 17-24 hours which is 52.5% of the total
population. Out of 40 respondents, 18 respondents said that they operate between

37
9-16 hours which is 45% of the total population. Out of 40 respondents, 1 respondent
said that they operate between 1-8 hours which is 2.5% of the total population.

According to the table, it shoes that most of the internet cafes operate between
17-24 hours which is 52.5% of the total population. The business working hours of
the said café’s, approximately it has an average hour of 10-24hours in operation.
They discover that during midnight’s people tend to play more games and this results
to gain more profit and at the same time internet café ratings and this explains why
most of the internet cafés are operating 24hours a day (Zach 2016).

Table 3. Years of Operation

No. of years Frequency Percentage

1-5 years 19 47.5%
6-10 years 15 37.5%
11-20 years 6 15%
Total 40 100%

Table 3 illustrate the years of operation. Out of 40 respondents, 19 respondents

said that the business is operating between 1-5 years already which is 47.5% of the
total population. Out of 40 respondents, 15 respondents said that the business is
operating between 6-10 years already which is 37.5% of the total population. Out of
40 respondents, 6 respondents said that the business is operating between 11-20
years already which is 15% of the total population.

According to the table, it shows that most of the internet cafes are operating
between 1-5 years already which is 47.5% of the total population.

38
Table 3.1. Year of establishment

Year Frequency Percentage

2000-2006 3 7.5%
2007-2012 13 32.5%
2013-2019 24 60%
Total 40 100%

Table 3.1 illustrates the year of establishment. Out of 40 respondents,

24respondents said that the business started around year 2013-2019 which is 60%
of the total population. Out of 40 respondents, 13 respondents said that the business
started around year 2007-2012 which is 32.5% of the total population. Out of 40
respondents, 3 respondents said that the business started around year 2000’s-2006
which is 7.5% of the total population.

According to the table, it shows that most of the internet cafes have
established the business around 2013-2019 which is 60% of the total population.

Table 3.2. Days of operation

Days Frequency Percentage

Monday – Friday 24 60%
Weekends 16 40%
Total 40 100%

Table 3.2 illustrates the days of operation. Out of 40 respondents, 24

respondents said that the business were open from Monday to Friday which is 60%
of the total population. Out of 40 respondents, 16 respondents said that the business
were open during weekends which is 40% of the total population.

According to the table, it shows that most internet cafes were open from Monday
to Friday which is 60% of the total population. The business is most likely operating

39
everyday including Sundays because most of the internet cafés are located near
Universities / Schools and students are in need of café’s to instantly create their
school home works and other people spend their leisure time by playing games in
the internet café together with their friends especially New Year’s Day because
Filipinos believed with their visions of how the start of the New Year opens
opportunities for a bountiful life. This is the reason why the Filipino dining table
which is the focal point of this holiday in that the table is abundant with food that
comes in round or circular shapes to represent money.

Table 4. Number of customers in a day

No. of customers Frequency Percentage

1-60 22 55%
61-150 10 25%
151-250 6 15%
251-320 2 5%
Total 40 100%

Table 4 shows the number of customers in a day. Out of 40 respondents, 22

respondents cater 1-60 customers in a day which is 55% of the total population. Out
of 40 respondents, 10 respondents cater 61-150 customers in a day which is 25% of
the total population. Out of 40 respondents, 6 respondents cater 151-250 customers
in a day which is 15% of the total population. Out of 40 respondents, 2 respondents
cater 251-320 customers in a day which is 5% of the total population.

According to the table, it shows that most internet cafes cater 1-60 customers per
day which is 55% of the total population. Approximately the business receives an
average of 10 to 300 customers a week but the peak time and day are most likely,
school hours and vacant time of the students. (Gupta 2016) Listening to what
customers want means that you won’t be constantly at odds with your clients, having
grumpy customers constantly writing into a support team leads to burnout and a
much unhappier work environment. Therefore we conclude that they find a good

40
business location that is convenient for the customer, a very important factor in
differentiating success.

Table 4.1. Busiest days

Days Frequency Percentage

Monday-Friday 24 60%
Weekends 16 40%
Total 40 100%

Table 4.1 illustrates the busiest days of the business. Out of 40 respondents, 24
respondents said that the busiest days is between Monday-Friday which is 60% of
the total population. Out of 40 respondents, 16 respondents said that the busiest days
are during a weekend which is 40% of the total population.

According to the table, it shows that most of the internet cafe’s busiest days is
during weekdays (Monday-Friday) which is 60% of the total population. The busiest
workdays of the week are Monday’s, Wednesdays, and Thursday’s. The reason for
Monday’s being busy is because some offices and students are trying to catch up from
any leftover work from the previous week. Wednesdays are busy because it is the
middle of the week and since many deadlines are due on Friday’s in order to meet
the deadlines. Thursday’s are probably the craziest because everyone is jumping
through hoops to finish up everything before the Friday deadlines.

Table 4.2. Peak hours of business

Frequency Percentage
Morning 12 30%
Afternoon 11 27.5%
Evening 12 30%
It depends 5 12.5%
Total 40 100%

41
 Table 4.2 illustrates the peak hours of the business. Out of 40 respondents, 12
respondents said that the peak hours of business during morning time and evening
time which is 30% of the total population. Out of 40 respondents, 11 respondents
said that the peak hours of business during afternoon which is 27.5% of the total
population. Out of 40 respondents, 5 respondents said that it depends on the
situation which is 12.5% of the total population.

According to the table, it shows that the highest peak hours of the business is
from (Morning to Evening ) which is 30% of the total population. Morning and
evening are the peak hours or also known as rush hour. This is because people are
going to work and, in the evening, or when the evening comes, they go back to their
respective homes for the rest. This shows that during this time customers are most
likely to enter the internet café to spend leisure time by playing games, internet
surfing. Computer rental today ranges 15 per hour (Provincial Rate) up to 25 per
hour ( Manila) in which it is affordable to all customers from different classification.

Table 5. Charges of internet/computer usage

Frequency Percentage
Pay before using 20 50%
Pay after using 6 15%
Units controlled by the 5 12.5%
cashier
Coin operated 9 22.5%
Total 40 100%

Table 5 illustrates the charges of internet/computer usage. Out of 40

respondents, 20 respondents pay before using the computer which is 50% out of
total population. Out of 40 respondents, 9 respondents said that it is coin operated
which is 22.5% out of total population. Out of 40 respondents, 6 respondents said
that pay after using which is 6% out of total population. Out of 40 respondents, 5

42
respondents said that units are controlled by the cashier which is 12.5% out of total
population.

According to the table, it shows that most of the internet cafes implemented “pay
before using” which is 50% of the total population. Majority of the business charged to its
customers by paying first before using the computer to avoid unlawful act done by the
customers. They have experienced many setbacks like not being paid or scammed by the
customers back when they were still new. On the most basic level, an Internet cafe is
simply a place where you can sit and use a computer with Internet access for
a. Internet cafes typically charge by the minute or the hour, and can cost as little as a few
cents a minute and as much as 10 per hour. As a conclusion, you must have a security, or
any CCTV installed for the management to track unpredictable setbacks that occurs.
Employees must be attentive and cautious to avoid getting tricked by the customers.

Table 5.1. Internet/computer usage

Frequency Percentage
Per hour 36 90%
Per minute 4 10%
Total 40 100%

Table 5.1 illustrates the internet/computer usage. Out of 40 respondents, 36

respondents chose per hour basis which is 90% of the total population. Out of 40
respondents, 4 respondents chose per minute basis which is 10% of the total
population.

According to the table, it shows that most of the internet cafe’s used per hour
basis which is 90% of the total population. Per hour basis can be easily controlled
and monitored by the attendees. The businesses used the per hour basis since it can
attract customers. Most of the customers look at the computer usage of internet cafes
if they can save and afford.

43
Table 5.2. Charges per session

Frequency Percentage
Php 1 – Php 5 6 15%
Php 6 – Php 10 7 17.5%
Php 11 – Php 20 27 67.5%
Total 40 100%

Table 5.2 illustrates the charges per session. Out of 40 respondents, 27

respondents said that the charge per session is between Php11- Php20 which is
67.5% of the total population. Out of 40 respondents, 7 respondents said that the
charge per session is between Php6- Php10 which is 17.5% of the total population.
Out of 40 respondents, 6 respondents said that the charge per session is between
Php1- Php5 which is 15% of the total population.

According to the table, it shows that most internet cafe’s charges is between
Php11-Php20 per session which is 67.5% of the total population. The standard rate
of internet cafés is within Php 8 – 15 Pesos. Most of the customers of internet café are
students from different Universities in Cebu City, therefore students chose internet
cafes that are inexpensive.

Table 5.3. Other services business offer

Frequency Percentage
Printing 23 58%
Scan 12 30%
Photocopy 15 38%
Snack bar 9 23%
None 12 30%
Base 40
Table 5.3 illustrates the other services business offer. Out of 40 respondents, 23
respondents said that they offer printing services which is 58% of the total population. Out

44
of 40 respondents, 15 respondents said that they offer photocopy services which is
38% of the total population. Out of 40 respondents, 12 respondents said that they
offer scan and (none) services which is 30% of the total population. Out of 40
respondents, 9 respondents said that they offer a snack bar service which is 23% of
the total population.

According to the table, it shows that most internet cafes offer printing services
which is 58% of the total population. Mostly of the internet cafés offers services in
common, majority are Printing, Xerox, Scanning and selling junk foods. Some of the
Internet Cafes want to have extra services or sidelines aside from internet café since
they want to gain more profit. As a conclusion, students will flock your place for
printing services. Having a photo copying machine will make you a one-stop shop.

Table 5.4. Pricing scheme for other services

Frequency Percentage
None 13 32.4%
Printing (Php 1-20) 22 55%
Photocopy (Php 1-5) 7 17.5%
Scan (Php 3-10) 6 15%
Snack Bar (Php 10-30) 2 5%
Base 40

Table 5.4 illustrates the pricing scheme for other services. Out of 40 respondents,
22 respondents said that the price of the printing services is between Php1-Php20
which is 55% of the total population. Out of 40 respondents, 13 respondents said that
they don’t offer any service which is 32.4% of the total population. Out of 40
respondents, 7 respondents said that the price of the photocopy services is between
Php1-Php5 which is 17.5% of the total population. Out of 40 respondents, 6
respondents said that the price of the scan services is between Php3-Php10 which is
15% of the total population. Out of 40 respondents, 2 respondents said that the price
of the snack bar services is between Ph10-Php30 which is 5% of the total population.

45
 According to the table, it shows that most of the internet cafe’s pricing scheme
of printing services is between Php1-Php20 which is 55% of the total population.

Table 5.5. Business’ popular services

Frequency Percentage
Gaming 10 25%
Internet 30 75%
Total 40 100%

Table 5.5 illustrates the business’ popular services. Out of 40 respondents, 30

respondents said that the most popular service that they offer is internet which is
75% of the total population. Out of 40 respondents, 10 respondents said that the
most popular service that they offer is gaming which is 25% of the total population.

According to the table, it shows that most of the internet cafe’s popular
services is internet which is 75% of the total population. For printing services: 1-4
pesos It depends on the size of the bond paper used and an average of Php 3-5 per
picture. Average cost for the junk food is in the range of Php 10-30 pesos, depending
on the brand, and size. According to Sunstar Cebu, Internet is widely used nowadays
most especially to students (Roa, 2019). As a conclusion mostly all the internet cafés
offer common rates in order to cope up the competition.

Table 5.6. Number of computer units

Units Frequency Percentage

1-50 32 80%
51-100 8 20%
101-150 0 0
151-200 0 0
Total 40 100%

46
 Table 5.6 illustrates the number of computer units. Out of 40 respondents, 32
respondents said that they have 1-50 units which is 80% of the total population. Out
of 40 respondents, 8 respondents said that they have 51-100 units which is 20% of
the total population.

According to the table, it shows that most of the internet cafes have 1-50 units
which is 80% of the total population.

Table 6. Philhealth insurance

Frequency Percentage
Yes 24 60%
No 16 40%
Total 40 100%

Table 6 represents the employees who are PhilHealth insured. There are 24
(60%) out of 40 (100%) employers answered “Yes” while 16 (40%) out of 40 (100%)
employers answered “No”.

As a conclusion, most of the businesses offers healthcare insurance are big

companies with a large number of employees. It’s because internet café is just a micro
enterprise, they do not offer this kind of benefit.

According to Ramos (2015) an employer, you’re expected to comply with laws

that protect the rights of employees against unfair labor practices. Regardless of the
nature of your business and number of people you hire, you have a legal and moral
responsibility to provide your workers with government-mandated employee
benefits under the Labor Code of the Philippines.
Whether you’re a business employer, a household employer, or an HR practitioner,
here are the critical things you need to know about mandatory employee benefits in
the Philippines.

47
Table 6.1. Philhealth procedure
Frequency Percentage
Yes 6 15%
No 24 60%
Not Available 10 25%
Total 40 100%

Table 6.1 shows the difficulty of processing healthcare insurance. As seen on the
table we have a frequency of 6 respondent answered ‘’yes’’ with the percentage of
6(15%) out of 40(100%) followed by the answer ‘’No’’ with the percentage of 24
(60%) out of 40(100%) and lastly, there are 10 (25%) out of 40 (100)% respondents
answered that they don’t comply health insurances.

According to Philippine Health Insurance (2014), in processing a PhilHealth

insurance it is made easier because PhilHealth offers and electronic registration
system an online facility that is offered to the public initially for the individual
registration of members in formal and informal sector.

Table 6.2. Philhealth processing time

Frequency Percentage
Hours 1 2.5%
Days 3 7.5%
Weeks 11 27.5%
Months 1 2.5%
Not Available 24 60%
Total 40 100%

Table 6.2 represents the accurate tabulation of the respondents answered the
question, ‘’How long did it take to process?’’. As seen on the table there are 24 (60%)
out of 40 (100%) respondents answered ‘’Not applicable’’ for the compliance of Phil-

48
health. There are 11(27.5) out of 40 (100%) for the ‘’Weeks’’ and ‘’Days’’ with a
frequency of 3 (7.5%) and months with a frequency of 1(2.5%). Lastly, it only took a
philhealth processing in only an hour with a frequency of 1 and a percentage of
(2.5%).

As a conclusion, the businesses did not encounter delays in acquiring PhilHealth

Insurance card. The table shows the longevity of the processing day of getting the
insurance. It is approximately 10 – 11 weeks.

Table 6.3. Issues in terms of PhilHealth

Frequency Percentage

Long Process 3 7.5%

None 18 45%

Not Available 19 47.5%

Total 40 100%

Table 6.3 shows the answer to the question issues in terms of PhilHealth. Under
the overall category, majority answered Not applicable with a percentage and
frequency of 19(47.5%) and none with a percentage and frequency of 18 (45%).
Lastly, long process of Philhealth has a percentage of (7.5%).

As a conclusion, majority of the business did not experience any issues or delays
in processing PhilHealth. It is because of the online registration that PhilHealth, the
company provides.

49
Table 6.4. Pag-Ibig fund

Frequency Percentage
Yes 12 30%
No 28 70%
Total 40 100%

Table 6.4 represents the answer of the question ‘’Does the business pay Pag-
Ibig?’’ Under the overall category it shows a frequency and percentage of 28(70%) of
the respondents does not comply and pay Pag-Ibig for the benefit of their employees
and 12(30%) answered ‘’Yes’’.

As a conclusion, majority of the business did not pay and apply any Pag- Ibig Fund
for their employee. It is because the business is only a micro-enterprise that is owned
by a sole proprietorship which consists of 2-6 employees.

Table 6.5 Pag-Ibig Fund for employees

Frequency Percentage
Yes 11 27.5%
No 29 72.5%
Total 40 100%
Table 6.5 illustrates that only 20% of the employees are covered by the Pag-Ibig
Fund while 80% of the employers does not pay Pag-Ibig benefits for their employees.

The table shows that the owners did not comply with the mandated employee
benefits by the law because only 20% out of 100% were covered by Pag-ibig fund.

50
Table 6.6 Pag-ibig issues
Frequency Percentage
Long Process 5 12.5%
None 18 45%%
Useless 5 12.5%
Not Available 12 30%
Total 40 100%

Table 6.6 shows the tabulation of the business encountering any issues
regarding Pag-Ibig. 12(30%) of the business did not comply any Pag- Ibig Fund while
18(45%) did not encounter issues in complying Pag-Ibig Fund. Others answered Pag-
Ibig is useless and a long process to comply, it has a percentage and a frequency of
5(12.5%).

As a conclusion, the business did not encounter any problems regarding Pag-
Ibig Fund. Since majority of them did not comply this kind of statutory contribution.

Table 6.7. Pag-Ibig benefits to employees

Frequency Percentage
None 25 63%

Loans 14 35%

Total 40 100%

Table 6.7 illustrates the accurate tabulation of the benefits provided by Pag- Ibig
to employees. Only 35% of the businesses provide Pag-Ibig to employees while on
the other hand 63% offers none to their employees, maybe these employees are not
employed full-time.
According to Orendain (2018) Pag- Ibig Fund is more popularly known as the
Philippine government-owned and controlled corporation under the Housing and

51
Urban Development Coordinating Council responsible for the administration of the
national savings program and affordable shelter financing for Filipinos employed by
local and foreign-based employers as well as voluntary and self-employed members.
It offers its members short-term loans and access to housing programs.

As a conclusion, majority of the business did not offer Pag-Ibig Fund to their
employees.

Table 6.8. Pag-ibig benefits to the business

Frequency Percentage
None 24 60%

Loans 16 40%

Total 40 100%

Table 6.8 illustrates the accurate tabulation of the employees received loans and
benefits from their employers. Only 16 (40%) out of 40 (100%) of the business
receive loans from Pag-Ibig while the rest of the 24 (60%) out of 40 (100%) did not
receive any benefits from Pag- Ibig.

According to Lamudi (2018) there are a lot of benefits of Pag- Ibig into the
business. It can turn your contribution into assets, higher contribution means higher
dividends, Pag- Ibig balik savings, Multiple housing loans, Pag-Ibig Fund loyalty card,
wide- ranging payment facilities and E-services.

52
Table 6.9. SSS Benefits

Frequency Percentage
YES 24 60%

NO 16 40%

Total 40 100%

Table 6.9 illustrates the accurate tabulation of the employees receiving SSS
benefits. Only 60% receives SSS benefits and 40% did not receive SSS benefits.

As a conclusion, majority of the employees are receiving SSS benefits because it

shows an accurate frequency and percentage of 60%.

Table 6.10. Employees covered by SSS

Frequency Percentage
YES 25 63%

NO 15 38%

Total 40 100%

Table 6.10 shows the accurate tabulation of the employees covered by the SSS.
Majority of the respondents answered yes with a percentage of 63% while on the
other hand 38% are not covered by the SSS.

As a conclusion, majority of the employees are covered with SSS it has been
proved because of the result given 63%. But there are still employees who are not
covered by SSS and this means that the management did not follow the mandated
benefits an employee should receive in working.

53
Table 6.11. Employees registered with the SSS

Frequency Percentage
YES 25 63%

NO 15 38%

Total 40 100%

Table 6.11 shows the accurate tabulation of the employees registered with the
SSS or Social Security System. Only 63% of the respondents claimed that mostly of
their employees are registered with the SSS while the rest of the 38% are not
registered with the SSS.

As a conclusion, majority of the employees are registered with the SSS. According
to MPM (2019), SSS gives a huge benefit for the employees because it is a policy of
the state to establish, develop and promote sound and viable tax-exempt social
security system suitable to the needs of the people throughout the Philippines which
shall promote social justice and provide meaningful protection to members and their
beneficiaries against the hazards of disability, sickness, maternity, old age and other
contingencies.

Table 6.12. Issues to SSS payment

Frequency Percentage
YES 9 22.5%

NO 31 77.5%

Total 40 100%

Table 6.12 shows the accurate data gathered, 31 (77.5%) of the respondents
answered no, they encountered issues regarding to SSS payment while the rest of the
respondents answered Yes with a frequency of 9 (22.5%).

54
 As a conclusion, majority of the business did not encounter problems regarding
the payment of SSS but some of the businesses encounter problems such as delays in
paying the SSS. According to Zoleta (2014), The Social Security Act of 1997 (Republic
Act 8282) requires all employers in the Philippines to deduct the monthly SSS
contributions from their employees’ salaries, pay their share of contributions, and
remit these contributions to the SSS on time. Employers must also submit the
monthly report of their employees’ contributions to the nearest SSS office. Employers
who violate the Social Security Law will be fined PHP 5,000 to PHP 20,000 or jailed
for at least six years. They must also remit all unpaid SSS contributions in addition to
a 3% penalty each month, and pay the benefits of employees who die, become
disabled, get sick, or reach retirement age.

Table 7. Management practices of different businesses to ensure proper hygiene and

cleanliness

Frequency Percentage
Daily cleaning of shops 36 90%

Daily cleaning of units 15 38%

Segregation of trash 7 18%

Total 40 100%

Table 7.0 shows the proper hygiene and cleanliness does the business employ,
this proves that the cafés are maintaining cleanliness to satisfy customers sentiment
and maintaining their cafe standards, with the frequency and percentage of 36 (90%)
out of 40 this depicts that the café implements daily cleaning, while on the other hand
with the frequency and percentage of 15 (38%) out of 100 shows how many time
does the café cleans their units. Lastly, the segregation of trash shows that the
business follows the proper segregation rule, with a percentage of 7(18%).

According to Sathar (2018), First and foremost as the owner of the cybercafé you
need to apply a neat, clean and comfortable café that will attract more customers.

55
Ensuring the proper cooling of your air condition and provide comfortable chairs and
a good ambiance, lighting that settles the presence of your customers.

Table 7.1. How often are these actions taken into effect?

Frequency Percentage
Daily 34 85%

Weekly 3 8%

Monthly 3 8%

Total 40 100%

Table 7.1 shows the accurate tabulation of how often the business actions taking
into effect. Based on the data gathered, there are 34 (85%) out of 40 (100%)
answered daily, in taking these actions into effect. 3 (8%) out of 40 (100%) answered
weekly and monthly in taking these actions into effect.

As a conclusion, the internet café cleans their station / area daily, because the
traffic of the customers are constant and different bacteria and germs are being
transmuted inside the workstation and especially in the equipment. They must
ensure a daily cleaning to achieve a good atmospheric internet café and a good
customer feedbacks / rating.

56
Table 7.2. How often do employees check/ clean the different areas of the shop

Frequency Percentage
Daily 37 93%

Weekly 3 8%

Monthly 0 0%

Total 40 100%

Table 7.2 shows how responsible the employees check and clean the different
stations / area of the shop. The table above shows the frequency and percentage of
how often employees clean / check. 37 (93%) out of 40 (100%) answered that the
employees clean the area at a daily basis. 3 (8%) out of 40 (100%) answered that
they clean the area weekly rather than daily and monthly basis.

As a conclusion, the internet café cleans their station / area daily, because the
traffic of the customers is constant and different bacteria and germs are being
transmuted inside the workstation and especially in the equipment’s. They must
ensure a daily cleaning to achieve a good atmospheric internet café and a good
customer feedbacks / rating.

57
Table 8. Hardware maintenance process performed

Frequency Percentage
Checking of units 34 85%

Cleaning of units 28 70%

Upgrading the systems 12 30%

All maintenance and

problems (such as virus)
17 43%
are handled by the
computer technician
Total 40 100%

Table 8. shows the accurate tabulation of how maintenance processes are

performed by the business in terms of hardware / software. The table above shows
a percentage and frequency of 34 (85%) out of 40 (100%) checked their units in
terms of viruses / malwares before diagnosing it. 28 (70%) out of 40 (100%)
answered that in maintaining their units they generally clean such as wiping and
dusting off. 17 (43%) out of 40 (100%) answered that in maintaining their units it is
handled by a computer technician to diagnose problems such as viruses. Lastly,
12(30%) out of 40(100%) in maintaining their units they upgrade systems to result
a better usage of the internet and games.

According to Rother (2016), it is necessary that you ensure that your hardware
is resilient to viruses, malware threats, spam, spyware, phishing attacks and other
intrusions. You can further protect your hardware by installing firewall, antivirus
program.

58
Table 8.1. How often does business perform maintenance on the computer units?

Frequency Percentage
Daily 2 5%

Weekly 5 13%

Monthly 33 83%

Total 40 100%

Table 8.1. Shows how responsible and often does the business in performing
maintenance on the computer units. Under the category of Daily, Weekly, and
Monthly, majority of the respondents answered Monthly in performing maintenance
on the units, with a percentage and frequency of 33 (83%) out of 40 (100%). 5(13%)
out of 40 (100%) performs the maintenance on a weekly basis. 2(5%) out of 40
(100%) performs the maintenance daily rather than weekly and monthly.

As a conclusion, majority of the business answered that they often perform

maintenance on the computer units monthly instead of daily, weekly. Because they
assure that their hardware / software installed are good enough to sustain for a
month . According to Rother (2016), It is necessary that you ensure that your
hardware is resilient to viruses, malware threats, spam, spyware, phishing attacks
and other intrusions. You can further protect your hardware by installing firewall,
antivirus program.

59
Table 8.2. Type of maintenance performed

Frequency Percentage
Upgrading of system 8 20%

Cleaning of computer units 35 88%

Removing virus 33 83%

Hardware installations 11 28%

Total 40 100%

Table 8.2 shows what type of maintenance are performed by the technician or
employees. Majority answered cleaning of computer units with a percentage and
frequency of 35 (88%) out of 40 (100%) Followed by removing virus with the
percentage and frequency of 33 (83%) out of 40 (100%) it is to increase speed rate
of the internet and by protecting the hardware / software. 11 (28%) out of 40
(100%) answered that they perform hardware installations in order to have a better
performing unit to satisfy customers satisfactions. Lastly, 8(20%) out of 40 (100%)
answered upgrading the system.

According to Rother (2016), these are the type of maintenance that are
commonly used by the business. Hardware Hygiene, every customer walking into
your café expects that the computers and internet connection should be up and
running well without any disconnections. As an owner of the café you must conduct
monthly maintenance in each unit you own and diagnose common problems.
Hardware Protection, it is necessary that you ensure that your hardware is resilient
to viruses, malware threats, spam, spyware, phishing attacks and other intrusions.
You can further protect your hardware by installing firewall, antivirus program.

60
Table 8.3. Hardware cleanliness?

Frequency Percentage
Cleaning of equipment
(Mouse, headphones,
34 85%
keyboards) using cloth/
blower
Cleaning of software 25 63%

Changing of broken unit 5 13%

Total 40 100%

Table 8.3 shows the accurate tabulation of how responsible the management
takes good care of their hardware in terms of cleanliness. 34 (85%) out of 40 (100%)
answered that in taking good care of their hardware they perform cleaning of
equipment’s such as mouse, keyboard. 25 (63%) out of 40 (100%) answered that in
taking good care, they clean the software to have a better function of systems. 5(13%)
out of 40 (100%) answered in taking good care, they change broken units rather than
repairing it.

According to (Jordan) 2019, a clean computer is a happy computer, as dust, dirt,

and grime can lodge within the system to cause additional heat buildup, resulting in
premature wear to your system hardware. Cleaning your computer should be done
every few months, keeping your system from experiencing overheating symptoms
such as bluescreens, random crashes or hardware failure.

61
Table 8.4. High quality games

Frequency Percentage
YES 33 83%

NO 7 18%

Total 40 100%

Table 8.4 shows the accurate tabulation of the capacity of the unit will be able to
handle to high quality games. 33 (83%) out of 40 (100%) Answered yes, according
to them they used high quality and expensive processor and video cards that can run
high quality games. 7(18%) out of 40 (100%) answered no, its because their units
are old and did not upgrade video cards and processors.

According to Evenden (2019) having the best processors and video cards can
speed up the computer unit and carry heavy games. The reign of the GTX 1080 Ti is
well and truly over, especially when building a new PC, so it's time to move on to the
RTX 2080. As one of Nvidia's latest GPUs with the new Turing architecture that
supports ray tracing, deep learning, and, of course, higher performance gaming, this
is the card to get if you're all about playing games at the highest resolution and fps
possible. That is, if you can't quite justify $1000 / 52,000 pesos for an RTX 2080Ti.

Table 8.5. How fast is the internet?

Frequency Percentage
Slow 0 0%

Moderate 0 0%

Fast 40 100%

Total 40 100%
Table 8.5 shows the accurate tabulation of how fast the internet does the café
have. All of the business answered fast with a percentage of 40 (100%) since they
need to keep up with the competition in order for them to gain more customers, they

62
need to provide fast internet for an efficient and better use of games and internet
applications.

In conclusion, having a fast internet connection can improved quality of

service one experiences. By focusing on the needs of your customers and
consistently meeting their expectations will ensure that your customers choose to
return again and again.

Table 9. Challenges that the business have encountered.

Frequency Percentage

Government compliance 0 0%

Competitors 5 12.5%

Internet connection, virus and broken 23 57.5%

equipment

Electricity shortage 1 2.5%

Undisciplined customers 5 12.5%

Financial Difficulties 5 12.5%

None 1 2.5%

TOTAL 40 100%

Table 9 illustrates the challenges that the business have encountered. Out of 40
respondents, only 1 respondent experienced electricity shortage which is 2.5% out
of the total population. Out of 40 respondents, only 1 respondent haven’t experienced
any problems with the business which is 2.5% out of total. Out of 40 respondents,
only 5 respondents have experienced problems regarding with their competitors
which is 12.5 % of the total population, Out of 40 respondents, and only 5

63
respondents’ experienced financial difficulties which is 12.5% out of total population.
Out of 40 respondents, only 5 respondents experienced an undisciplined customer
which is 12.5% out of total population. Out of 40 respondents, only 23 respondents
experienced internet connection, virus and broken equipment which is 57.5% out of
total population
According to the data, the table shows that most of the internet café experienced
problems such as internet connection, virus and broken equipment which is 57.5%
out of total population. Internet in the Philippines is very bad, in addition Bad
Internet connection is a more pressing problem in the country compared to poverty
and corruption, according to a study released by the Philippine Institute for
Development Studies (Ordinario, 2017).
Table 9.1. How the management dealt with the challenges.

Frequency Percentag
e

Contact computer technicians (to fix 12 30%

equipment and viruses, upgrade
internet)

Troubleshoot 9 22.5%

Change establishment location 1 2.5%

Renewal and process of permits 2 5%

Improve management practices 15 37.5%

Not Announced 1 2.5%

TOTAL 40 100%

Table 9.1 illustrates how the businesses deal with management issues or
challenges. Out of 40 respondents, 15 respondents improved a management practice

64
which is 37% of the total population. Out of 40 respondents, 12 respondents
contacted computer technicians in order to fix equipment viruses and upgrade
internet which is 30% of the total population. Out of 40 respondents, 9 respondents
will troubleshoot their computers which is 22.5% of the total population .Out of 40
respondents, 2 respondents have renewed and processed permits which is 5% of the
total population. Out of 40 respondents, 1 respondent have changed establishment
location due to management issue which is 2.5% of the total population. Out of 40
respondents, only 1 respondent doesn’t announce on how the management dealt
with the challenges which is 2.5% out of total population.
According to the table, the data shows that most of the internet café will improve
their management practices regarding with their management issues/problems
which is 37% out of total population. Management practices usually refer to the
working methods and innovations that managers use to improve the effectiveness of
work systems. Common management practices include: empowering staff, training
staff, introducing schemes for improving quality, and introducing various forms of
new technology (Gantuangco, 2017)

Table 9.2. Hazards encountered by the business.

Frequenc Percentage
y

YES 6 15%

NO 34 85%

Total TOTAL 40 100%

Table 9.2 illustrates different hazards encountered by the business. Out of 40

respondents, 34 respondents disagreed that the business encountered hazards
which is 25% of the total population. Out of 40 respondents, 6 respondents agreed
that the business encountered a hazard which is 15% of the total population.

65
 According to the table, the data shows that most of the internet café disagreed
that they have encountered hazards which is 85% of the total population. Any
hazards or problems in any internet cafes cannot be prevented (Mackay, 2017).

Table 10. Security measures the business has put in place.

Frequenc Percentage
y

CCTV 27 67.5%

Security guard 5 12.5%

None 8 20%

Total TOTAL 40 100%

Table 10 illustrates security measures that the business has put in place. Out of
40 respondents, 27 respondents have installed their own CCTV which is 67.5% of
the total population. Out of 40 respondents, 8 respondents don’t have any security
measures in their inter café which is 20% of the total population. Out of 40
respondents, 5 respondents have security guard which is 12.5% of the total
respondents.

According to the table, the data shows that most of the internet cafe has put
or installed CCTV in the place which is 67.5% of the total population. CCTC or also
known as Closed Circuit Television is very important in an internet cafe because
CCTV can sometimes be used in court as evidence to prove someone was in a certain
place or that they committed an offense (Wanal, n.d.). It can also improve community
safety and prevent crime from an internet cafe (Wanal, n.d.)

66
Table 10.1. Security challenges that the business is facing.

Frequency Percentage

Theft 10 25%

Bystanders 9 22.5%

Scammers 1 2.5%

Fake money 2 5%

Minors visiting the shop at midnight 2 5%

Violent customers 2 5%

None 14 35%

TOTAL 40 100%

Table 10.1 illustrates security challenges that the business is facing. Out of 40
respondents, 14 respondents stated “none” this means that they doesn’t faces any
security challenges which is 35% of the total population. Out of 40 respondents, 10
respondents experienced theft which is 25% of the total population. Out of 40
respondents, 9 respondents experienced security challenge regarding with the
bystanders which is 22.5% of the total population. Out of 40 respondents, 2
respondents experienced fake money, minors visiting the shop at midnight, and
violent customers which is 5% of the total population. Out of 40 respondents, 1
respondent experience security challenge regarding with scammers which is 2.5% of
the total population.

According to the table, the data shows that most of the internet cafe’s security
challenges experienced is Theft which is 35% of the total population. According to
the Philippine government, In theft cases under the RPC, the value of stolen property
has increased. Similarly, in estafa cases, the value of the fraud has increased (2018).

67
Table 10.2. How the business manages the security challenges.

Frequency Percentage

Tight security 6 15%

Upgrading CCTV 8 20%

Placing of signboards 2 5%

Fired Employee 1 2.5%

Strict rules 10 25%

Let them out 7 17.5%

None 6 15%

TOTAL 40 100%

Table 10.2 illustrates how the business manages the security challenges. Out
of 40 respondents, 10 respondents implemented a strict rule which is 25% of the
total population. Out of 40 respondents, 8 respondents upgraded their CCTV which
is 20% of the total population. Out of 40 respondents, 7 respondents said that “Let
them out” which is 17.5% of the total population. Out of 40 respondents, 6
respondents implemented tight security and 6 respondents state “none”, which is
15% of the total population. Out of 40 respondents, 2 respondents said that they
placed signboard which is 5% of the total population. Out of 40 respondents, 1
respondent said that the employee will be fired which is 2.5% of the total population.

According to the table, the data shows that most of the internet cafe
implemented strict rules in order to manage the security challenges which is 25% of
the total population. In order to attain peaceful environment, the internet cafe must
implement strict rules and regulations.

68
Table 10.3. The business had security issues from the past.

Frequency Percentage

YES 21 52.5%

NO 19 47.5%

TOTAL 40 100%

Table 10.3 illustrates security issues from the past that the business had. Out of
40 respondents, 21 respondents agreed that they had security issues from the past
which is 52.5% of the total population. Out of 40 respondents, 19 respondents
disagreed that they experienced security issues from the past which is 47.5%. of the
total population.

According to the table, the data shows that most of the internet cafe agreed
that they had security issues from the past which 52.5% of the total population.
Security issues in the Philippines have increased from 57.45% in the year 2017 to
60.49% in the year 2018 (Orandano, 2018).

Table 10.4 The solutions for the issues encountered.

Frequency Percentage

Install CCTV 2 5%

Tight security 5 12.5%

Contacting the police 5 12.5%

Let them out 19 47.5%

Strict rules 5 12.5%

None 4 10%

TOTAL 40 100%

69
 Table 10.4 illustrates different solution for the issues that the business has
encountered. Out of 40 respondents, 19 respondents said “Let them out” which is
47.5% of the total population. Out of 40 respondents, 5 respondents said that they
implemented tight security, contacted the police, and strict rules which is 12.5% of
the total population. Out of 40 respondents, 4 respondents said “none” which is 10%
of the total population. Out of 40 respondents, 2 respondents installed CCTV which
is 5% of the total population.

According to the table, it shows that most of the internet cafe will force the
customers to go out which is 47.5% of the total population. The best solution to the
problem of the most internet cafe is to force the customers/bystanders to go out.

Table 11. Promotional materials

Frequency Percentage

Printed media: Tarps, posters and 35 87.5%

signboards

Word of mouth 1 2.5%

Social media 2 5%

Discounts 1 2.5%

None 1 2.5%

TOTAL 40 100%

Table 11 illustrates different promotional materials of the business. Out of 40

respondents, 35 respondents have printed media such as tarpaulin, posters, and
signboards which is 87.5% of the total population. Out of 40 respondents, 2
respondents have their own social media account which is 5% of the total population.
Out of 40 respondents, 1 respondent said that their promotional materials are
through word of mouth, discounts, and “none” which is 2.5% of the total population.

70
 According to the table, it shows that most of the internet cafe’s promotional
materials is through printed media such as tarpaulins, posters, and signboards which
is 87.5% of the total population. Promotional materials are very essential in an
internet cafe since it will greatly help the business by improving their management
practices and at the same time attracting more customers.

Table 11.1. Purpose of these promotional materials

Frequency Percentage

To attract or gain customers 27 67.5%

Increase the reputation of the internet café 10 25%

Competitive Advantage 1 2.5%

N/A 2 5%

TOTAL 40 100%

Table 11.1 illustrates the purpose of these promotional materials. Out of 40

respondents, 27 respondents said that the purpose of those promotional materials is
to attract or gain a customer which is 67.5% of the total population. Out of 40
respondents, 10 respondents said that the purpose of those promotional materials is
to increase the reputation of the internet cafe which is 25% of the total population.
Out of 40 respondents, 2 respondents said that it is not applicable which 5% of the
total population. Out of 40 respondents, 1 respondent said that the purpose of those
promotional materials is through competitive advantage which is 2.5% of the total
population.

According to the table, it shows that most of the internet cafe’s purpose of
having promotional materials is to attract or gain a customer which is 67.5% of the
total population. Most of the business here in the Philippines used promotional

71
materials in order to attract more customers. This will help the business improve
their management.

Table 11.2. Pricing strategies of the business

Frequency Percentage

Discount/cheaper price during a specific time and 25 62.5%

hours

None 15 37.5%

TOTAL 40 100%

Table 11.3 illustrates the pricing strategies of the business. Out of 40

respondents, 25 respondents have discount/cheaper price during a specific time
and hours which is 62.5% of the total population. Out of 40 respondents, 15
respondents said “none” which is 37.5% of the total population.

According to the table, it shows that most of the internet cafe have
discount/cheaper price during a specific time and hours which is 62.5% of the total
population.

Table 11.3. The reason for utilizing the tactics

Frequency Percentag
e

Attract or gain customers 31 77.5%

Competitive advantage 1 2.5%

N/A 8 20%

TOTAL 40 100%

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 Table 11.3 illustrates the reason for utilizing the tactics. Out of 40
respondents, 31 respondents said that the reason for utilizing the tactics is to
attract or gain a customer which is 77.5% of the total population. Out of 40
respondents, 8 respondents said that “it is not applicable” which is 20% of the total
population. Out of 40 respondents, 1 respondent said that it is for the competitive
advantage which is 2.5% of the total population.

According to the table, it shows that most of the internet cafe’s reason for
utilizing the tactics is to attract or gain a customer which is 77.5% of the total
population.

Table 11.4 How effective are these strategies to the business

Frequency Percentage

Effective 31 75%

Not Effective 0 0%

N/A 9 22.5%

TOTAL 40 100%

Table 11.4 illustrates how effective are the strategies to the business. Out of
40 respondents, 31 respondents said that it is effective which 75% of the total
population is. Out of 40 respondents, 9 respondents said that “it is not applicable”
which is 22.5% of the total population.

According to the table, it shows that most of the business said that the
strategy of the business is effective which 75% of the total population is. Most of
the strategies of the business is very effective since it greatly help the financial
stability of the business by attracting customers.

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Table 11.5. Promotional strategies of the business

Frequency Percentag
e

Tarps, posters and signboards 20 50%

Word of mouth 10 25%

Social media 5 12.5%

Tournaments 1 2.5%

Freebies 1 2.5%

Pricing strategy (discount) 3 7.5%

Total TOTAL 40 100%

Table 11.5 illustrates different promotional strategies of the business. Out

of 40 respondents, 20 respondents have printed tarpaulins, posters, signboards
which is 50% of the total population. Out of 40 respondents, 10 respondents said
that they used word of mouth which is 25% of the total population. Out of 40
respondents, 5 respondents used social media which is 12.5% of the total
population. Out of 40 respondents, 3 respondents used pricing strategy (discount)
which is 7.5% of the total population. Out of 40 respondents, 1 respondent used
tournaments and freebies which is 2.5% of the total population.

According to the table, it shows that most of the internet cafe used printed
tarpaulins, posters, signboards as their promotional strategies which is 50% of the
total population.

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Table 11.6. Reason(s) as to why the owner made such decision

Frequency Percentage

Attract or gain customers 34 75%

Gain more profit 4 10%

N/A 2 5%

TOTAL 40 100%

Table 11.6 illustrates the reason as to why the owner made such decision. Out
of 40 respondents, 34 respondents state the reason why the owner made such
decision is to attract or gain a customer which is 75% of the total population. Out of
40 respondents, 4 respondents said that the reason as to why the owner made such
decision is to gain more profit which is 10% of the total population. Out of 40
respondents, 2 respondents said that “it is not applicable” which is 5% of the total
population.
According to the table, it shows that most of the internet cafe’s reason is to
attract or gain a customer which is 75% of the total population.

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Table 11.7. Previous promotional tactics employed

Frequency Percentage

Tarps, posters, and signboards 22 55%

Word of Mouth 0 0%

Social Media 6 15%

Free play (Christmas, birthdays and other 1 2.5%

occasions)

Pricing Strategy (discount, giveaways, and etc.) 1 2.5%

N/A 10 25%

TOTAL 40 100%

Table 11.7 illustrates previous promotional tactics employed. Out of 40

respondents, 22 respondents have tarps, posters, and signboards which is 55% of the
total population. Out of 40 respondents, 10 respondents said that “it is not
applicable” which is 25% of the total population. Out of 40 respondents, 6
respondents used social media which is 15% of the total population. Out of 40
respondents, 1 respondent used free play (Christmas, birthdays and other occasions)
and pricing strategy (discounts, giveaways, and etc.) which is 2.5% of the total
population.
According to the table, it shows that most of the internet cafe used tarps,
posters, and signboards which is 55% of the total population. Printed promotional
materials are very important in every business like internet cafe since these will help
in attracting more customers and it is also a way of marketing the business.

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Table 11.8. Factors that stopped the owner from using the tactics

Frequency Percentage

Didn’t stop using 8 20%

People didn’t notice 2 5%

To change to other tactics 2 5%

No longer profitable 2 5%

N/A 26 65%

TOTAL 40 100%

Table 11.8 illustrates the factors that stopped the owner from using the
tactics. Out of 40 respondents, 26 respondents said that “it is not applicable” which
is 65% of the total population. Out of 40 respondents, 8 respondents said that they
didn’t stop using which is 20% of the total population. Out of 40 respondents, 2
respondents said that “people didn’t notice”, “to change other tactics”, and “no longer
profitable” which is 5% of the total population.
According to the table, it shows that most of the internet cafe said that “it is
not applicable” which is 65% of the total population. Most of the internet cafe
followed and used those promotional materials until know that’s why most of them
answer “not applicable”.

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Table 11.9 Different promotional tools being used by the business.

Frequenc Percentage
y

Tarps, posters, and signboards 22 55%

Word of Mouth 8 20%

Social Media 7 17.5%

Tournaments 1 2.5%

Pricing Strategy (discount, giveaways, and 1 2.5%

etc.)

N/A 1 2.5%

TOTAL 40 100%

Table 11.9 illustrates different promotional tools being used by the business.
Out of 40 respondents, 22 respondents used tarps, posters, and signboards which is
55% of the total population. Out of 40 respondents, 8 respondents used word of
mouth which is 20% of the total population. Out of 40 respondents, 7 respondents
used social media which is 17.5% of the total population. Out of 40 respondents, 1
respondent used tournaments, pricing strategy (discount, giveaways, and etc.), and
“not applicable” which is 2.5% of the total population.
According to the table, it shows that most of internet cafe used tarps, posters, and
signboards for their promotional tools which is 55% of the total population. Printed
promotional materials are very important in every business like internet cafe since
these will help in attracting more customers and it is also a way of marketing the
business.

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 Table 12.0 Standby technicians
Frequency Percentage
Yes (Standby) 28 70%
Yes (On-call) 4 10%
No 8 20%
Total: 40 100%

70% of the businesses have technicians on standby within the premises of the
business. 10% have technicians’ on-call. 20% do not have technicians available.

As a conclusion, the business has a standby technician when it time to

unpredictable situation that occur. Standby technician instantly diagnose different
problems encounter in the computer units. Services of computer repair, hardware,
software problems, repair printer errors and reset.

Table 12.1 The adequacy of training for the staff

Frequency Percentage
Yes 28 70%
No 7 17.5%
Not Yet 5 12.5%
Total 40 100%
70% of the businesses have technicians that are adequately trained and

equipped with the necessary competencies and skills to conduct troubleshooting.

As a conclusion, majority of the business has well-trained, equipped technicians

that can solve problems instantly and efficiently. This will help you prevent the

equipment’s and units preserve and last long, through periodic maintenance.

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 Table 12.2 Qualifications and skills of computer attendants
Frequency Percentage
Gaming knowledge 4 10%
Hardworking and patient 2 5%
Troubleshooting skills 5 12.5%
Expert technician 19 47.5%
Adequate computer knowledge 10 25%
40 100%

Table 12.2. Shows the qualifications and skills of computer attendants have.
Majority of the business answered that they have expert technicians that can
diagnose simple troubleshooting problems. It shows a percentage and frequency of
19 (47.5%). Followed by the answer of an adequate computer knowledge with a
percentage and frequency of 10(25%) and a gaming knowledge with a percentage of
4(10%). Lastly, hardworking and patient with a percentage of 2(5%).

According to Stewarts (2019). As a computer attendant in an academic setting,

your primary responsibility will be monitoring the computer units. You'll also be
responsible for answering all user questions concerning system software and
hardware and troubleshooting basic problems.

Table 12.3 Provision of websites and applications commonly used

Frequency Percentage
Yes 40 100%
No 0 0
Total 40 100%

Table 12.3. Shows the accurate tabulation of provision of websites and

applications commonly used. Majority answered ‘’Yes’’ with a percentage and
frequency of 40(100%)

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 Table 12.4 Most common sites and applications used
Frequency Percentage
Online Gaming (DOTA, CSGO, PUBG, Crossfire
27 67.5%
and ROS)
Google (Facebook, YouTube) 13 32.5%
40 100%

Table 12.4 illustrates the most common sites and application used. Out of 40
respondents, 27 of them used online gaming (DOTA, CSGO, PUBG, Crossfire and ROS)
which is 67.5% of the total population. Out of 40 respondents, 13 of them used Google
(Facebook, YouTube) which is 32.5% of the total population.

According to the table, it shows that most of the internet cafes used online
gaming (DOTA, CSGO, PUBG, Crossfire and ROS) which is 67.5% of the total
population. Online gaming is very useful because these applications such as DOTA,
CSGO, PUBG, Crossfire and ROS are one of the common sites and application that
customers visited. These applications will greatly affect the customer attraction and
customer preference of the business, therefore it would attract customers or gain
more customers.

Table 12.5 Availability of charging stations for customer use

Frequency Percentage
Yes 19 47.5%
No 21 52.5%
Total 40 100%

Table 12.5 illustrates the availability of charging for customer use. Out of 40
respondents, 21 of them disagreed that they offer free charge for customers which is
52.5% of the total population. Out of 40 respondents, 19 of them agreed that they
offer free charge for a customer which is 47.5% of the total population.

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 According to the table, it shows that most of the internet cafes doesn’t offer
free charging stations for customer use, which is 52.5% of the total population.

Table 12.6 Accessibility of bathroom for customers

Frequency Percentage
Yes (clean) 28 70%
Yes (not clean) 2 5%
No (near public toilet) 5 12.5%
No (no toilets in the area) 5 12.5%
Total 40 100%

Table 12.6 shows the accessibility of bathroom for customers. Out 40

respondents, 28 of them said they their bathrooms are clean which 70% of the total
population is. Out 40 respondents, 5 of them said that their bathroom doesn’t have
any toilets and public comfort room which is 12.5% of the total population. Out of 40
respondents, 2 of the respondents said that their bathrooms are not clean which 5%
of the total population is.

According to the table, it shows that most of the internet cafes have clean
bathroom or comfort room which is 70% of the total population. Clean comfort room
are essential factor when choosing an internet cafe. Many customers prefer to visit
internet cafes that has well cleaned comfort room.

Table 12.7 Availability of sold food and drinks inside

Frequency Percentage
Yes 16 40%
No 24 60%
Total 40 100%

Table 12.7 illustrates the availability of sold food and drinks inside the
internet cafe. Out of 40 respondents, 24 of them disagreed that they allow or sell

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foods and drinks inside the shop which is 60% of the total population. Out of 40
respondents, 16 of them agreed that they allow or sell foods and drinks inside the
shop which is 40% of the total population.

According to the table, it shows that most of the internet cafes don’t sell foods
and drinks inside the internet cafe which is 60% of the total population. Selling foods
and drinks is a big disadvantage in a computer shop since it would bring hassle to the
business maintenance. There is a tendency that customers will abuse the cleanliness
of the internet cafe. We can’t deny the fact that there are customers who are
inconsiderate and conscious of the actions that they’ll make. As the result, many
computers will be damaged since computer units are not water proof and dust proof.

Table 13. DTI registration

Frequency Percentage
YES 34 85%
NO 6 15%
Total 40 100%

Table 13 illustrates the compliance that the business name registered with the
DTI. Out of 40 respondents, 34 respondents said “Yes” that they registered it with the
DTI, while the rest of the 6 (15%) respondents is not registered with the DTI.

According to the table, it shows the accurate tabulation of the business name
registered with DTI. Before you can conduct business in the country, you need to
register a name associated to your business either as single proprietorship,
partnership or corporation, calls for licenses or permits from government. An
investor or businessman needs to obtain a business license in the locality where he
will establish his business, as well as register his business with the Department of
Trade and Industry in case of sole proprietorship, or with the Securities and
Exchange Commission in the case of partnerships and corporations
(invest.cfo.gov.ph n.d)

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Table 13.1. DTI process

Frequency Percentage
YES 8 20%
NO 32 80%
Total 40 100%

Table 13.1 Based on the data gathered by the researchers, around 32 (80%) out
of 40 (100%) answered “No” that the processing of DTI was not so difficult while the
rest of the 8(20%) out of 40 (100%) answered yes.

According to the table, shows that most of the internet cafes didn’t have any hard
time in regrading to the processing of business named to registered with the DTI.
According to mpm n.d the process of the DTI was easier compare to other barangay
permits .The first step of Present the requirements at any DTI office including two
copies of duly accomplished application form signed by the owner and an original
copy of one photo-bearing national issued Identification Document (ID) with
signature. Also, pay the registration fee according to your target business scope:
P200 (Barangay), P500 (City/Municipality), P 1,000 (Regional), and P 2, 000
(National). Pay an additional P 15 for documentary stamp tax.

Table 13.2. DTI processing time

Frequency Percentage
Days 19 47.5%
Months 16 40%
None at all 5 12.5%
Total 40 100%
Table 13.2 Based on the data gathered by the researchers, around 19(47.5%) out
of the 40(100%) respondents said it will only take days to process the DTI or The

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Department of Trade and Industry while the other internet café’s took months to
acquire the permit.

Therefore, it will only take days to process business permits if the owners are
able to comply the needed requirements. Requirement are should prepared ahead of
time before going to the Department of Trade and Industry because there are
instances that requirement would affect the applying for the permit like; lack or lost
requirements, inaccurate documents, or if you are an immigrant. Almost all the
internet cafes owner easily processed their DTI Permit this the registration for the
name of their internet café.

Table 13.3 Issues in DTI

Frequency Percentage
YES 3 7.5%
NO 37 92.5%
Total 40 100%
Table 13.2 Based on the data gathered by the researchers, out of the 40 (100%)
respondents 32 of them disagreed that the employers don’t have any issues with
registering the business name in the DTI while the rest of the respondents answered
no.

According to the table, shows that most of the Internet Cafés were able to comply
all the requirements since employers were not able to encounter any issue or
problem on applying the permit.

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Table 13.4. Year of registration

Frequency Percentage
2001-2006 2 5%
2007-2012 10 25%
2013-2019 21 52.5%
None at all 7 17.5%
Total 40 100%
Table 13.4 based on the data gathered, 21 (52.5%) out of 40 (100%) employers
stated that the DTI registered exist for at least five years in the Department of trade
and Industry.10 (25%) out of 40 (100%) were registered in the year of 2007-2012.
7 (17.5%) out of 40 (100%) the respondents were not able to identify the exact year
on when the business was registered to the Department of Trade and Industry

According to the table, most of the internet café were register at the year of
2013-2019 which means that this business already exists on those years mentioned.
This means that if the business has able to reach the fifth year from their first day
being registered on DTI they will have to renew again their permit to avoid penalty
by the Department of Trade and Industry.

Table 14. Business permit

Frequency Percentage
YES 39 97.5%
NO 1 2.5%
Total 40 100%
Table 14 shows the accurate tabulation of the business in having a permit.
Majority of the business answered ‘’yes’’ with a percentage and frequency of 39
(97.5%). Lastly, only 1 business who answered ‘’no’’ in having a business permit this
explains that the business is illegal in terms of legitimacy.

As a conclusion, according to Hearst (2019), business permits regulate safety,

structure and appearance of the business community. They act as proof that your

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business follows certain laws and ordinances. Requirements vary by jurisdiction, and
failure to comply often results in fines or even having your business shut down.

Table 14.1. Difficulty in getting permit

Frequency Percentage
YES 12 30%
NO 28 70%
Total 40 100%
Table 14.1 shows that, is processing a business permit difficult. Majority of
the business answered ‘’No’’ with a percentage and frequency of 28 (70%). No had a
percentage and frequency of 28 (70%) respectively.

As a conclusion, the business did not encounter any difficulty of processing the
business permits because they hire a person who processes the permits instead of
processing it independently.

Table 14.2. Processing time of business permit

Frequency Percentage
Days 10 25%
Months 28 70%
Years 1 2.5%
Pending 1 2.5%
Total 40 100%
Table 14.2. Shows the accurate tabulation of how long the business permit
takes for them to receive it. Majority of the respondents answered ‘’Months’’ with a
percentage and frequency of 28 (70%) out of 40 (100%). Followed by ‘’days’’ 10
(25%) out of 40(100%) and ‘’Years’’ 1(2.5%) out of 40 (100%) Lastly, ‘’pending’’
1(2.5%) out of 40 (100%).

As a conclusion, majority of the business answered ‘’months’’ in waiting to

receive the permits. Since they’re not the business who complied for business

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permits, it will take time to receive it. The processing time of business permits from
today’s average period of 5-10 days. The cost of the permits and licenses will remain
the same.

Table 14.3. Issues in getting business permit

Frequency Percentage
YES 8 20%
NO 32 80%
Total 40 100%
Table 14.3 shows the accurate tabulation of the business in encountering issues
in processing the business permit. Majority of the business answered no with a
frequency of 32(80%) out of 40 (100%). Followed by ‘’ Yes’’ with a percentage of
8(20%).

As a conclusion, Majority of the business did not encounter any issues of

processing the permits because they complied the all following requirements
needed. And a few of the business encounters issues in processing permits, it is
because they did not comply all requirements that is required or they didn’t comply
business permits to their business.

Table 14.4. Renewal of business permit

Frequency Percentage
Yearly 35 87.5%
Won’t be renewing 5 12..5%
Total 40 100%

Table 14.4 shows the accurate tabulation of how long the business will be
renewed. Majority of the respondents answered ‘’Yearly’’ with a frequency and
percentage of 35 (87.5%) out of 40 (100%). Followed by the answer ‘’won’t be
renewing’’ with a frequency and percentage of 5(12.5%) out of 40 (100%).

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 According to Kittelston (2019). As a registered enterprise in the Philippines,
your company is required to renew its local business permit between January 1st and
20th of each year with the local government unit (LGU) which has jurisdiction over
its office location. Failure to file business permit renewals on or before the prescribed
period will subject the company to a 25% surcharge on the unpaid amount plus 2%
interest per month, on top of the unpaid amount.

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 Chapter 5
SUMMARY, FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS
This chapter contains all the summary, findings, and conclusion gathered by the
researchers and as well as the recommendations that the researchers would recommend
to the businesses.

SUMMARY

This study was on the influence of assessing the existing management practices
of amusement and gaming industry in Cebu City. This study focused on the different
management practices each business have. The researchers were tasked to see and
evaluate practices if it makes the business grow and develop or the other way around.
The respondents for this research are employees and employers of each cybercafés.
This would have 40 employers and 80 employees all in all as research respondents.
These were the researchers’ respondents since they are the ones who can give
information about the business such as the company profile and the management
practices they practice. They are the ones who could help the researchers to reach and
achieve the objective of this study.

A qualitative approach was adopted using a range of complementary methods.

The study has provided insights on the factors such as company profile, management
practices, and challenges that the business face and courses of action they make to
resolve such problems. Each factors has its own subsystems. Although this was a
relatively small-scale exploratory study, this is enhanced by the high level of
consistency in the findings, obtained using multiple methods, and the notable consent
among participants.

Primary data were collected by distributing questionnaires to 80 respondents as

they were the employees of the cybercafés. And as well as an in-depth interview for
the 40 employers for each cybercafés. As mentioned earlier in the introduction, the
purpose of this study is to assess the existing management practices of amusement and
gaming industry here in Cebu City.

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 The study was conducted basically at Cebu City. The data was presented through
tables by the researchers.

For the statistical treatment of data, the researchers used the percentage and
frequency distribution in treating information’s

SUMMARY OF FINDINGS

This chapter presents the summary of the findings, so conclusions drawn from
the findings and the corresponding recommendations. This study aims to assess the
existing management practices of internet Café industry in Cebu City in order to
propose management intervention.

Specifically, this study sought to answer the following questions:

1. Describe the company profile in terms of:

1.1 Type of ownership - Table 1 shows the type of ownership of the business.
Out of 40 respondents, 32 respondents chose sole proprietorship which is
80%.
1.2 Number of employees - Table 2 shows the number of full-time employees.
Out of 40 respondents, 34 respondents said that they have 1-5 full time
employees with the percentage of 85%.
1.3 Years of operations - Table 3 illustrate the years of operation. Out of 40
respondents, 19 respondents said that the business is operating between 1-5 years
already which is 47.5%.
2. Assess the existing management practices in terms of:

2.1 Proper licensing

2.1.1 General Licenses and Permits – Table 13 shows that 36 out of 40
employers’ business name is registered with DTI with a
percentage of 85%. Table 14 shows the accurate tabulation of
the business in having a permit. Majority of the business
answered yes with a percentage and frequency of 39 (97.5%).

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 Lastly, only 1 business who answered no in having a business
permit this explains that the business is illegal in terms of
legitimacy.

2.2 Sanitation & Hazardous Chemical Compliance - Table 9.2 illustrates

different hazards encountered by the business. Out of 40 respondents, 34
respondents disagreed that the business encountered hazards which is
25%. Table 7.0. Shows the proper hygiene and cleanliness does the
business employ, this proves that the cafés are maintaining cleanliness to
satisfy customers sentiment and maintaining their cafe standards, with
the frequency and percentage of 36 (90%)
2.3 Labor Law Posters Display - Table 11 illustrates different promotional
materials of the business. Out of 40 respondents, 35 respondents have printed
media such as tarpaulin, posters, and signboards which is 87.5%.
Table 11.1 illustrates the purpose of these promotional materials. 27
respondents said that the purpose of those promotional materials is to attract or
gain customers which is 67.5%
2.3.1 Social Security System - Table 6.9 illustrates the accurate
tabulation of the employees receiving SSS benefits. Only 60%
receives SSS benefits. Table 6.10 shows the accurate
tabulation of the employees covered by the SSS. Majority of the
respondents answered yes with a percentage of 63%. Table
6.11 shows the accurate tabulation of the employees
registered with the SSS Only 63% of the respondents claimed
that mostly of their employees are registered with the SSS.
2.3.2 Pag-ibig Benefits - Table 6.7 Illustrates the accurate tabulation
of the benefits provided by Pag- Ibig to employees. Only 35%
of the businesses provide Pag-Ibig to employees.
2.3.3 Hours of Work - Table 2.2 illustrates the number of working
hours. Out of 40 respondents, 20 respondents said that their
working hours is between 9-16 hours which is 50%.

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2.4 Cyber cafe management practices
2.4.1 Ensuring café Hygiene - Table 7.0 shows the proper hygiene
and cleanliness does the business employ, this proves that the
cafés are maintaining cleanliness to satisfy customers
sentiment and maintaining their cafe standards, with the
frequency and percentage of 36 (90%) out of 40 (100%) this
depicts that the café implements daily cleaning.
2.4.2 Maintaining hardware hygiene - Table 8 shows the accurate
tabulation of how maintenance processes are performed by
the business in terms of hardware / software. The table above
shows a percentage and frequency of 34 (85%) out of 40
(100%) checked their units in terms of viruses / malwares
before diagnosing it.

2.4.3 Establishing effective café management - Table 9 illustrates the

challenges that the business has encountered. Only 1 respondent
experienced electricity shortage which is 2.5%. 5 respondents
experienced financial difficulties which is 12.5%. 5 respondents
experienced undisciplined customers which is 12.5%. 23
respondents experienced internet connection, virus and broken
equipment which is 57.5%. Table 9.1 illustrates how the business
deal with management issues or challenges.15 respondents
improved management practices which is 37%. 12 respondents
contacted computer technicians in order to fix equipment viruses
and upgrade internet which is 30%. 9 respondents

2.4.4 Setting up efficient security system - Table 10 illustrates

security measures that the business has put in place. Out of 40
respondents, 27 respondents have installed their own CCTV
which is 67.5% of the total population
3. Identifies the challenge encountered by the management

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 3.1 Challenges - Table 9 illustrates the challenges that the business has
encountered. Only 1 respondent experienced electricity shortage which is
2.5%. 5 respondents experienced financial difficulties which is 12.5%. 5
respondents experienced undisciplined customers which is 12.5%. 23
respondents experienced internet connection, virus and broken equipment
which is 57.5%
3.2 Course of Action - Table 9.1 illustrates how the business deal with
management issues or challenges. 15 respondents improved management
practices which is 37%. 12 respondents contacted computer technicians in
order to fix equipment viruses and upgrade internet which is 30%. 9
respondents will troubleshoot their computers which is 22.5%. , 2
respondents have renewed and processed permits which is 5% of the total
population. 1 respondent have changed establishment location due to
management issue which is 2.5%.
4. Based on the findings, proposed management intervention

The management should intervene when operations in the business can’t be

handled by the employees. Acts like complaints of customers, licenses and permit
issues and any other situation that is urgent and important. The business should
follow all the rules and regulations mandated by the law in order to have a good
image from the government and to the customers as well. Cybercafés can follow
and apply the recommendations suggested by the researchers to improve and
develop management practice and at the same time increase sales and attract
more customers.

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CONCLUSIONS

Based on the findings of the study, the researchers concluded that:

1. Proper Licensing

Proper licensing for Internet Café is necessary in the business because this
will show the legitimacy of the business. The legitimacy of the business would
prove that the business is trusted enough to transact any services for the customers
with this customers would also trust the business by ensuring them that it is
serious in doing business. This will also protect the business’ credibility by
providing accurate documents stating that this business is legal to operate in the
community. Majority of employers were not able to encounter any problems on
acquiring the processes of the permits. Almost all the internet café employers were
able to comply the necessary permits for the business such as BIR Certificate, BIR
Registration, General Licensing Permit, DTI Permit, Barangay Permit, Mayor’s
Permit, BFP Permit. All of these are the steps to legalize the business. The
government of the Philippines implemented a law about proper licensing in the
business if you avoid getting a business license there could be a fine from any of
the forms of government that you may operate your business in.

2. Sanitation

The researchers have concluded in terms of sanitation on computer

units a clean computer brings you a lot of benefits which positively impact
your personal health and your work environment. If your computer is filled
with dust then your computer’s hardware parts can damage quickly and
you will have to replace the components more often or replace the computer
itself. By regularly cleaning the computers companies and individuals can get
advantage of saving money by boosting its life span. In terms on the
workplace environment, it influences employees and customers’

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 productivity, performance and well-being. Maintaining a clean workplace
may help keep employees and customers safe, healthy and efficient. A clean
and tidy work environment looks appealing and more importantly welcoming to
any customers. It instills confidence and creates trust from the very beginning and
leaves the clients with the impression of efficiency and strong attention to detail.
Majority of the internet cafés have maintained a clean environment which means
every employers prioritize the sanitation and hygiene to provide a customers a
great and comfortable experience while staying at the internet café.
3. Labor Law Posters and Display

According to Lamudi (2018) there are a lot of benefits of Pag- Ibig into the
business.. Most of the business did not comply the SSS and Pag-ibig benefits. As
a conclusion, the business did not encounter any problems regarding Pag- Ibig
Fund. Since majority of them did not comply this kind of statutory contribution
majority of the business did not pay and apply any Pag- Ibig Fund for their
employee. It is because the business is only a micro-enterprise that is owned by
a sole proprietorship which consists of 2-6 employees. According to Philippine
Health Insurance (2014), in processing a PhilHealth insurance it is made easier
because PhilHealth offers and electronic registration system an online facility
that is offered to the public initially for the individual registration of members in
formal and informal sector.

4. Cyber cafe management practices

4.1.1 Ensuring café Hygiene

First and foremost as a Cyber Café owner you need to take care of the

Café Hygiene. A neat, clean and comfortable café would attract more

customers. Ensuring proper cooling, comfortable chairs and good lighting

inside the café will ensure that your customers stay there for longer duration

and your earn more. The café exterior should be well maintained and the air

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is safe and secured environment where anyone can comfortably acquire.

Every customer walking into the Internet Café expects that the computers and

the Internet connection should be up and running without any disconnections.

Thus the success of the Internet café depends to a great extent on fully

functioning PC’s along with a reliable Internet connection.

4.1.2 Maintaining hardware hygiene

It is necessary that the business will ensure the system and hardwares.

Hardware must be resilient to viruses, malware threats, spam, spyware,

phishing attacks, and other intrusions. Having genuine softwares on the

systems can help the business get the latest updates and supports. A genuine

Operating System Software like MS Windows would provide the business

security and reliability. Having the commonly used software’s like

Licensed Microsoft Office, licensed applications for gamings such as

DOTA, LOL, PUBG, Counter Strike, GTA, and etc., or any equivalent

open software helps you to attract more customers and cater to their

different needs.Multimedia keyboard and optical mouse: The optical

mouse will make the performance more responsive, and the multimedia

keyboard will allow customers to access common music and video controls

from their keyboard.

4.1.3 Establishing effective café management

The researchers conclude that the business must have training seminars

for the employees in order to enhance their working skills for the

betterment of the company because based on the results, customers find

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 accuracy and timeliness of the employees’ performance, willingness,

courteousness, responsiveness of the employees towards the customers.

Thus, training seminars are recommended by the researchers to further

improve the employees' service to guarantee customer satisfaction.

4.1.4 Setting up efficient security system

Setting up security system is very important because it can help monitor

the internet cafe. The data shows that most of the internet cafe has put or

installed CCTV in the place which is 67.5% of the total population.

Therefore, CCTC or also known as Closed Circuit Television is very

important in an internet cafe because CCTV can sometimes be used in court

as evidence to prove someone was in a certain place or that they committed

an offense (Wanal, n.d.). It can also improve community safety and prevent

crime from an internet cafe (Wanal, n.d.) Your Cyber Café needs to be

managed in a systematic manner and for that you need a reliable café

management software to track your day-to-day productivity, ensure secure

billing and system security, and manage daily records. A good café

management software will help reduce theft, it can help the business in better

management of café and instill a feeling of trust amongst the customers that

they are not being cheated.

4.1.5 Providing great customer experience

A customer will keep coming to the business again and again when the

customer experienced a great customer experience in the cybercafé. There

are various practices you can adopt to create a great customer experience.

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 Among the most important management services is to ensure the customer

feels appreciated and ensuring that they can easily find and avail services

what they need and at the time they need it like for example, printing and

scanning services. The business must extend their utmost support to

troubleshoot common problems with using computers and the Internet. The

business must create a list of favorites on every computer’s Internet Explorer

browser—categorized by keywords, such as news, sports, music, films,

education, etc. List online job search engines. The business must provide a

mobile charging station. The business must ensure the bathrooms or comfort

rooms are clean and well kept. The business could also provide of food and

beverages inside the internet café. The idea is - by giving your customers

everything they need to feel comfortable, they’ll stay longer and spend more

money.

3. Identifies the challenge encountered by the management

3.1 Challenges

It states in law that the normal hours of work of an employee has to

render must not exceed eight (8) hours a day and should be exclusive of the

one (1) hour daily lunch break. Majority of the internet cafés have

employees that works less than or beyond the normal hours of work an

employee Working hours shall include: all time during which an employee

is required to be on duty and/or to be at a prescribed workplace; all time

during which an employee is permitted to work; and rest periods of short

duration during working hours. Majority of the employees were given day-

99
offs to provide rest days for the employees to give time mostly on their

families. Most employees chose Sundays as their day-off since they

consider Sunday as a family day. Some employees have experience

graveyard and overtime shifts because some internet café were 24/7

opened. The law implemented that work may be performed beyond eight

hours a day provided that the employee is paid for the overtime work,

which consists of an additional compensation.

According to Lamudi (2018) there are a lot of benefits of Pag- Ibig into

the business.. Most of the business did not comply the SSS and Pag-ibig

benefits. As a conclusion, the business did not encounter any problems

regarding Pag- Ibig Fund. Since majority of them did not comply this kind

of statutory contribution majority of the business did not pay and apply any

Pag- Ibig Fund for their employee. It is because the business is only a

micro-enterprise that is owned by a sole proprietorship which consists of

2-6 employees. According to Philippine Health Insurance (2014), in

processing a PhilHealth insurance it is made easier because PhilHealth

offers and electronic registration system an online facility that is offered to

the public initially for the individual registration of members in formal and

informal sector.

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RECOMMENDATIONS

Based on the conclusions, the following recommendations are presented:

1. Describe the company profile in terms of:

4.1 Number of employees

The business should also have another employee because there would too much
on their plates if they are the employer and at the same time the employee of the
business. The owner, he /she must be the one who will oversee all the actions that
is made in the business. Regarding the number of hours in operation, the business
should not exceed at 12am because most of the players are students. And as we
now, students do still have class tomorrow that day. Health is also an important
factor because money cannot buy good health. The researchers also suggest that
whenever it is the busiest day, the business can have another computer unit which
is a reservation when there are a lot of customers to cater. In the way, all the
customers will be able to use a computer for his/her own intentions.

4.2 Annual income

Regarding the annual income, the researchers recommend the business to
lessen operation cost such as electricity bill, water bills and many more through
turning off water in the comfort room when not in use, when computer units are
also not in use, the employee must check it so that it will be turned off to lessen
and save energy consumption.

5. Assess the existing management practices in terms of:

2.5 Proper licensing

The researchers suggest that the employers should display all their business
permits to gain trust from their customers and to show that the business is legit
and is secured.

2.6 Sanitation & Hazardous Chemical Compliance

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 The researchers recommend that the business should always maintain
cleanliness in the computer parts so that customers won’t have a bad feedback
regarding those stuffs. For the earphones, the business should always clean it to
prevent transferring of earwax to other customers. It would also improve sound
quality when customers listen to music or watch videos. And also, they should
dispose their garbage properly following the law, biodegradable, non-
biodegradable and recyclable known as Ecological Solid Waste Management Act
of 2000. RA 9003 declares the policy of the state in adopting a systematic,
comprehensive and ecological solid waste management program that ensures the
protection of public health and the environment and the proper segregation,
collection, transport, storage, treatment and the disposal of solid waste through
the formulation and adoption of best environmental practices. The business
should set a specific date to dispose the garbage properly. For example, every
other day or even every day to really secure good sanitation.

2.7 Labor Law Posters Display

For the benefits of the employees, the employer must follow what is
mandated by the law by giving the employees such benefits. The Bureau of Labor
Statistics states that legally required benefits provide workers and their families
with retirement income and medical care, mitigate economic hardship resulting
from loss of work and disability, and cover liabilities resulting from workplace
injuries and illnesses.
Based on the findings and conclusions of the study, the researchers saw the
need of the businesses to comply and follow the law regarding the working hours
of employees. Under the provisions of Article 82 of the Labor Code of the
Philippines, working hours apply to employees in all establishments and
undertakings whether for profit or not. The normal hours of work an employee has
to render must not exceed eight (8) hours a day and should be exclusive of the one
(1) hour daily lunch break. Philippine laws, however, do not prohibit work done
for less than eight hours.

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2.8 Cyber cafe management practices
2.8.1 Ensuring café Hygiene
The business must regularly clean their units to avoid so much dust
in it. Customers will be attracted to a store where it is very clean
and neat. Whenever the customers will bring foods while eating, the
person in charge must always see to it that after they play, all trashes
will be properly put into the garbage bag so that the next customer
won’t be discouraged to use the computer unit. The keyboards,
headset, speakers, monitors, desks, chairs, floors, cashier counter,
computer body and the general appearance of the store must be
properly maintained and cleaned because it will increase the
customer satisfaction as well.
2.8.2 Maintaining hardware hygiene
Regarding these things, the researchers also suggest that all
computers of the cybercafés must have a virus and threat protection
so that files will be protected and privacy will be kept. This means
that the business must check their computers if there are any viruses
of troubleshooting needed. The management should update the
system time to time so that the customers will experience a greater
variety of opportunities
2.8.3 Establishing effective café management

In terms of establishing effective café management the

business must improve their sales promotion or marketing of the
store, the researchers suggest that they should have Facebook
Account where they will have updates regarding their services.
This will help attract more customers. Social media promotion
will be a fast way to reach people because most of individuals
today is in to social media. Cybercafés can also hold a tournament
to attract more and more customers in their place. They could also
have promos or like bonuses for their customers. The business

103
 must also improve in terms of their technological advancements,
the researchers suggest that the business should have anti-virus to
prevent malicious acts in the computer.

2.8.4. Setting up efficient security system

Another recommendation would be that the business

should purchase at least 2 fire extinguishers because we will not
know what might happen. For safety precautions, each business or
cybercafés must have one. The business must also coordinate with
the emergency and rescue team in Cebu City They must have
numbers in order to have contact if something will happen. Much
better if they have their own contact numbers from different
government rescue and emergency team so that in times of
disaster, sudden phenomena, or even accidents, the business can
inform the authority immediately and ask for medical assistance
as quick as possible. We suggest that the business should add light
bulbs that will be place inside and outside the store because some
cybercafés has a dim light outside. So it will seem to be so
dangerous outside. Researchers also suggest that they should have
CCTV cameras or also known as Surveillance Camera, to ensure,
secure and monitor all the movements of their employees and also
this would also help them to trace any theft activities. There are
new generation of CCTV Cameras that you could monitor through
your mobile phone, it has also a built-in speaker and microphone
on it that you could communicate to the person you are
monitoring. CCCTV cameras would also serve as their mirror to
all the transactions that will happen in the area because there will
be times that the employer will not be in the physical store so the
CCTV would help them track it.

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 2.8.4 Providing great customer experience
Customer service is company focused—not customer
focused. To make the change, the business need to examine every
moment their customer interacts with the business. From the
storefront to the website, the management needs to understand what
the customer says about their experience in the store. This goes
beyond superficial online reviews and digs deep into their overall
experience. An outstanding customer experience is one that keeps
customers coming back, while spreading the word about their
experience. One of the ways to make sure the customers are
completely satisfied is to give the employees the resources and
authority to deliver on the promise of excellent service by basically
having a good internet connection, clean environment and updated
systmes. Customers want to deal with one person, not three at a
time. This is even more important when a customer has a problem.
Empowering the employees to do what’s best for the customer will
avoid negative experiences.

3. Identifies the challenge encountered by the management

3.1 Challenges
We recommend that the business must implement strict rules and
regulation regarding with the bystanders. Most of the cybercafes
experienced problems regarding with the bystander, therefore each internet
cafes must orient the customers about the do’s and don’t’s of the business. Most
of Internet Cafe experienced problems regarding with the Government
Compliance. We recommend that Internet Cafes should comply all the
necessary requirements of the government so that when the government
conducts inspection, the business had already proof of requirements. One of
the common problem that the internet cafe experienced is the problem with the
Internet connection. We suggest that the business should have at least two

105
 network providers. Having two network providers is an advantage to the
cybercafe most especially during network shutdown at any network providers.
We cannot predict any circumstances like natural calamities like typhpoon,
floods, volcanic eruptions, and earthquakes and this result tonetwork
shutdown. It would be na advantage if the internet cafes has second option to
switch from (Globe) to (PLDT). One of the common problem of internet cafes
is Financial difficulties. We cannot deny the fact that most of the business
experienced financial difficulties. We suggests that the business must have
their own contingency plan regarding with their financial stability. Speaking of
financial stability, each internet cafes must calculate all the expected expenses
for the whole year and prepare a budget for emergency situations. Lastly, since
most internet cafes experienced, electricity shortage, we suggest that each
cybercafe must provide their own generators so that in case of emergency like
power loss, it would easier for them to recover their energy shortage.
3.2 Course of Action
We suggest that Internet cafes must provide contingency plan for any
emergency situation that the business may encountered. Contingency plan is
very important for every business since it will help the business in times of
difficulties. To specify if what are the things to be prepared for the contingency
plan, Internet Cafe must prepare a budget for emergencies like fire, earthquake,
and any natural phenomenon. With all those challenges, we suggest that
Internet Cafe must plan a deterrent course of action so that those problems
such as customers behavioral problems, bystanders, and etc. will end. Planning
is important for every aspect of business. It is crucial for a business because it
can be great for preventing risks. In simple words, contingency plans are
backup plans that businesses activate only when a disaster or unforeseen
situation disrupts the operations of the company or put its employees at risk.
4. Based on the findings, proposed management intervention
The researchers would highly recommend all the recommendation that we’ve
stated above. We highly recommend that the business must have part time or full time
employee so that the owner will not have to make too many obligations to work with.

106
Each business must have their own CCTV so that the owner of the business can
monitor all the activities happened at the internet shop. CCTC or also known as Closed
Circuit Television is very important in an internet cafe because CCTV can sometimes
be used in court as evidence to prove someone was in a certain place or that they
committed an offense. It can also improve community safety and prevent crime from
an internet cafe. We also highly recommend that the business must have its own
security guards most especially to the cybercafés who operate 24 hours.

107
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 APPENDIX A

TRANSMITALL LETTER

March 09, 2019

Josephine C. Orillo
Chief Executive Officer
Pelaez Street, Cebu City, 6000

RE: Permission to conduct an interview

Good day!

We, the Grade 12 students ABM (Accountancy, Business, and Management) of the University
Of San Carlos – Downtown Campus are conducting a research on the assessment of
Management of Internet Cafe’s. We would like to request a permission to conduct a research
regarding the management practices you implement in your business. This is an opportunity for
us to gather some data needed for our study; with compliance to our research subject.

In view of this, we would like to ask a few minutes of your time to answer our interview
questions. Rest assured that all information gathered will be treated with utmost confidentiality.

For any inquiries or concerns regarding on our research study you can contact us through this
contact information (+63) 927 298 7899 or email us at desirremaejalang@yahoo.com.

Hoping for your positive response.

Respectfully yours,

Desirre Mae G. Jalang

Group Representative

Noted by:

Dr. Roberto Visitacion

111
Research Teacher

Informed Consent

I( name of respondent ) agreed to be part of the

research study of the grade 12 ABM students of University of San Carlos regarding the
management practices of a computer shop. Hereby, approve your permission to be
interviewed and answer the questions indicated in the survey, solely because of the
purpose of your research study. I entrust to you all the information that will be given
that it will be kept confidential. As proof of my approval, I send this letter for the
information and confirmation in my personal authority.

(Signature over printed name)

112
 APPENDIX B

RESEARCH INSTRUMENT

Employee Questionnaire

Personal Information:

Instructions: Kindly check one of the boxes for each question and answer on the given
space provided:

Name
(optional): Gender: Age:

Home Address
(optional):

Cebu Address (If not from Cebu) (optional):

Educational Level:

○ Elementary

○ Junior High School

○ Senior High School

○ College

○ Graduate/Post Graduate

Occupational Status:

○ Self-Employed

○ Company Employed

○ Student

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 ○ Unemployed

Job Occupation:

Monthly Salary (optional):

Inclusions:

○ Meal Allowance

○ Living Quarters

○ Undergo seminars, workshops, training, etc.

Work Shift:

○ Full Time

○ Part Time

○ Day Shift

○ Night Shift

How many hours do you work in a day?

What time do you start and end? From: To:

Instructions: Answer on the given space provided

How many computer units does this business have?

On average, how many operating hours does a single unit have?

How much is the fee per minute of computer usage?

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How often do you replace computer units in a year?

What hours and days are you open during a regular week?

Are you given any day-offs?

a. Yes b. No

If yes, how many and when?

Instructions: Check all the following that apply to you

What are the following business permits displayed inside the business?

BIR Certificate

BIR Registration

General Licensing Permit

DTI Permit

Barangay Permit

Mayor’s Permit

BFP Permit

What are the benefits given by the company?

Social Security System (SSS)

Pag-IBIG Benefits

PhilHealth Benefits

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 13th Month Pay

Sick Leave

Vacation Leave

Maternity Leave

Others (specify):

Check all that apply:

How many times do you or other employees clean the following materials in a month?

Always Frequently Sometimes Rarely Never

5 4 3 2 1

Computer Body

Keyboards

Headset

Speakers

Monitors

Desks

Chairs

Floors

Cashier Counter

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 General
Appearance of
the shop

Instructions: Encircle the answer that applies to you:

Do your computers have virus and threat protection?

a. Yes b. No

Do you check the computers for any viruses or malware?

a. Yes b. No

Do you update your computer system from time to time?

a. Yes b. No

Have your computers ever experienced these types of malwares?

Yes No

Adware

Spyware

Computer Virus

Ransomware

Botware

Trojan horse

Are the following procedures for your computers being followed:

Yes No

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 Scanning of disk

Defragmentation of Hard Drive

Clean Cache

Clean Temp Files

Updating of antivirus programs

Maintenance of mouse (Does not

slip, are smooth, rolls properly)

Are beverages allowed while customers use the computers?

a. Yes b. No

Are snacks allowed while customers use the computers?

a. Yes b. No

Check all that apply:

In what ways does the business promote/advertise the cyber café?

Radio

Newspapers

Magazines

Word of Mouth

Search Engine Optimization

Social Media

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 Email

Positive customer referrals

Free instruction/demonstration

Discounts/special promos to regular users

Others (specify):

How do you deal with bystanders?

Do you have private security guards to guard the premises?

a. Yes b. No

What are common problems customers experience?

In the event of a fire are there the following:

A nearby fire extinguisher

a. Yes b. No

Clear fire exit routes

a. Yes b. No

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Interview Guide

I. Company Profile

1. Type of ownership
i. As a business, what type of ownership is this?
2. Number of employees
i. How many full time employees?
ii. How many part time employees?
iii. What hours do they work?
a)Do they work in shifts?
i. How many hours is the business in operation?
3. Years of operation
i. How long has this business been operating?
ii. When was the business established?
iii. Which days is the business in operation?
4. Annual Income
i. How many customers does the business receive in a day?
ii. Which days are the busiest?
iii. What are the peak hours for the business?
5. Services Offered and Pricing
a) Pricing scheme for internet and computer usage
i. How does the business charge its customers for internet/computer usage?
ii. Per hour? Per 30 minutes? n Do customers pay per hour? How much?
iii. *how much per session?
iv. Aside from internet and computer usage,what services does the business
offer?
b) Pricing scheme for other services

c) What is the businesses most popular services?

d) How many computer units does the business have?

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6. Employee benefits

a) Are the employees PhilHealth insured?

i. Was the process difficult?
ii. How long did it take?
iii. did the business have any issues with Philhealth?
b) Does the business pay Pag-Ibig?
i. Are the employees covered by the Pag-Ibig Fund?
ii. Did the business have any issues in the past with Pag-Ibig?
iii. What benefits does the Pag-Ibig fund provide to the employees?
iv. How useful are the benefits of Pag-Ibig to the business?
c) Are the employees receiving SSS benefits?
i. Are the employees covered by the SSS?
ii. Are the employees registered with the SSS?
iii. Has the business had any previous issues regarding the payment of the SSS?
7. Operating hours and computer units/other revenue generating assets

a) How many hours is the business in operation? Does this apply for all days of the
week?
b) What days of the week is the business in operation?
c) How many computer units does the business rent out?
II. Management Practices

1. Cafe Hygiene

a) What are the practices that the management does to ensure proper hygiene for the
business?
b) How often are these practices taken into effect?
c) How often do the employees check and/or clean the different areas of the workplace
such as the main room, and the comfort room?
2. Maintaining Hardware Hygiene

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a) In terms of hardware maintenance, what maintenance processes does the business
perform?
b) How often does the business perform maintenance on the computer units?
c) What type of maintenance is performed?
d) How does the management take care of the hardware in terms of hygiene and
cleanliness?
e) Are your computers able to handle games with one of the highest system
requirements?
f) How fast is the internet of your business?
3. Establishing Effective Cafe Management

a) What challenges has the business encountered?

b) How did it deal with these challenges?

c) Does the business encounter forms of hazards within the workplace? If so what are
these hazards, and how does the management take control of it?

4. Setting Up Efficient Security Systems/Safety and Security

a) What security measures has the business put in place?

b) What security challenges does the business face?

c)How does management deal with these security challenges?

d) Has the business had any security issues in the past?

e)How were these issues (if any) resolved?

5. Performing Cafe Promotion

a) Check the store for any promotional materials such as posters, banners, signboards,
etc.
b) Ask about the design and purpose of these promotional materials.
c) What pricing strategies does the business employ? *this can be observed in the
business’ menu.

122
d) Why is the business utilizing these tactics?
e) How effective are these strategies to the business?
i. What promotional strategies is the business using?
f) Why did the owner decide to use these tactics?
i. What previous marketing/promotional tactics has the business employed?
g) Why did the business stop using these tactics?
h) d) What are the different promotional tools being used by your business and why?
6. Providing Great Great Customer Experience

a) Does the business have any staff that are standing by to help troubleshoot common
problems with PCs, software, internet?
i. Are these staff adequately trained to handle such issues?
ii. What sort of skills and competencies do the staff have?
b) Does the business provide an organized list of websites and commonly accessed
applications on the PC units for the convenience of the customer?
c) What are the most commonly used/accessed websites and applications by the
customers?
d) Are mobile charging stations available for use by the customers?
e) Is there a toilet/washroom located within the establishment available for use by the
customers?
i. If YES, is the toilet kept in a clean and usable state? (ie. no broken
plumbing, running water is available)
ii. If NO, are there any nearby toilet/washroom facilities that the customers can
use? If YES, how far away are these facilities from the establishment?
f) Are food and drinks available for purchase inside the internet cafe?
7. Legal

a) Is the business name registered with DTI?

i. Was the process difficult?
ii. How long did it take?
iii. Did the business have any issues with registering the business name?
iv. When did the business register with DTI?

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b) Does it have a business permit?
i. Was it difficult to get a business permit?
ii. How long did it take to get the permit?
iii. Did the business have any issues with processing the business permit?
iv. When does the business renew its business permit?

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Employees Answer Tabulation

Table 15. Number of working hours

FREQUENCY PERCENT
1-6 hours 4 5.71%
7-12 hours 54 77.14%
13-18 hours 10 14.29%
19-24 hours 2 2.86%
TOTAL 70 100%

Table 15. Represents the number of working hours of each employee, based on
the data there are 54 out of 70 employees would work on 7-12 hours that represents a
percentage of 77.14%. 10 out of 70 employees would work on 13-18 hours that represents
a percentage of 14.29%. 4 out of 70 employees would work on 1-6 hours that represents
a percentage of 5.71%. 2 out of 70 employees would work on 13-18 hours that represents
a percentage of 2.86%.

Therefore, based on the data gathered, there are 54 employees would mostly work
on 7-12 hours which means that employees are either under time or overtime on their
working shifts. While 2 employees would atleast work on 19-24 hours these hours of
work would determine that employees are probably experiencing grave yard and
overtime shifts since this kind of internet café with long operating hours are 24/7 open.
Overtime work that is required by the employer increases the likelihood of having an
irregular schedule and particularly of working on rotating/split shifts (Golden, 2015).
Especially in internet café it would affect the employee’s schedule because it depends on
the owner’s decision when to let their employees work.

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Table 16. Time of shifts to start and end

PERCEN
FREQUENCY
T
6:00 AM-2:00 PM 6 8.57%
7:00 AM-7:00 PM 14 20%
7:00 AM-3:00 PM 2 2.86%
7:00 AM-9:00 PM 4 5.71%
7:00 AM-10:00 PM 5 7.14%
7:00 AM-11:00 PM 4 5.71%
8:00 AM-5:00 AM 10 14.29%
8:00 AM-6:00 PM 2 2.86%
8:00 AM-7:00 PM 3 4.29%
8:00 AM-8:00 PM 5 7.14%
8:00 AM-12:00 PM 8 11.43%
8:00 PM-6:00 AM 7 10%
TOTAL 70 100%

Table 16. Represents the time of shifts to start and end, based on the data there
are 14 out of 70 employees would work at a time 7:00 AM- 7:00 PM that represents a
percentage of 20%. 10 out of 70 employees would work at a time 8:00 AM-5:00 AM that
represents a percentage of 14.29%. 8 out of 70 employees would work at a time 8:00
AM-12:00 PM that represents a percentage a percentage of 11.43%. 7 out of 70
employees would work at a time 8:00 AM-6:00 AM that represents a percentage of 10%.
6 out of 70 employees would work at a time 6:00 AM-2:00 PM that represents a
percentage of 8.57%. 5 out of 70 employees would work at a time 7:00 AM-10:00 PM
that represents a percentage of 7.14%. 5 out of 70 employees would work at a time 8:00
AM-8:00 PM that represents a percentage of 7.14%. 4 out of 70 employees would work
at a time 7:00 AM-9:00 PM that represents a percentage of 5.71%. 4 out of 70 employees
would work at a time 7:00 AM-11:00 PM that represents a percentage 5.71%. 3 out 70
employees would work at a time 8:00 AM-7:00 PM that represents a percentage of

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4.29%. 2 out of 70 employees would at a time 7:00 AM-3:00 PM that represents a
percentage of 2.86%. 2 out of 70 employees would work at time 8:00 AM-6:00 PM that
represents a percentage of 2.86%.

Therefore, 7:00 AM-7:00 PM has the highest frequency of 14 which means that
this timeslot of shifts for the employees is relevant because this time around internet cafés
may have a lot of customers to entertain. While there are 2 timeslots of shifts got the least
frequency this are the 7:00 AM-3:00 PM and 8:00 AM-6:00 PM this means that most of
these employees are assigned to this time around has few customers to entertain.

Table 17. Number of units

FREQUENCY PERCEN
T
1-30 units 40 57%
31-40 units 8 11%
41-60 units 9 13%
61-90 units 13 19%
TOTAL 70 100%

Table 17 represents a number of computer units that the internet café has. Based
on the data there are 40 out 70 employees state that 1-30 computer units would an internet
café has owned, it represents the percentage of 57%. 13 out 70 employees state that 61-
90 computer units would an internet café has owned it represents the percentage of 19%.
9 out 70 employees state that 41-60 computer units would an internet café has owned it
represents the percentage of 13%. 8 out 70 employees state that 31-40 computer units
would an internet café has owned it represents the percentage of 11%.

Therefore, 1-30 computer units have the highest frequency of 40 which means
most of internet cafés the researchers have gathered data owned few computer units. This
also means that this internet cafés can accommodate enough customers for a day they
may or may not accommodate customer since number of customers coming in the internet

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cafe differ every day. While the least computers units owned are 31-40 units every
internet café in Metro Cebu would depend their units owned on how many customers
they would accumulate every day and it would also depend on to whom their market to
be catered.

Table 18. Average operating hours of each units

FREQUENCY PERCEN
T
1-6 hours 26 37.14%
7-12 hours 19 27.14%
13-18 hours 4 5.71%
19-24 hours 17 24.29%
Not stated 4 5.72%
TOTAL 70 100%

Table 18 represents the average operating hours of each units. Based on the data
26 employees state that the average operating hours of each unit is 1-6 hours, it shows
the highest percentage of 37.14%. 19 out of 70 employees state that the average operating
hours of each unit is 7-12 hours, it represents the percentage of 27.14%. 17 out of 70
employees state that the average operating hours of each unit is 19-24 hours, it represents
the percentage of 24.29%. 4 employees state that the average operating hours of each unit
is 13-18 hours, with the percentage of 5.71%. 4 out of 70 employees did not state the
average operating hours, it represents the percentage of 5.71%.

Therefore, the highest frequency in an average operating hour of each unit is 1-6
hours this means that computer units are not advisable to be operated longer because it
uses so much power which leads to high electricity bills and high emission of carbon
dioxide which is bad for the environment. According to energuide.be, a desktop uses an
average of 200 W/hour when it is being used (loudspeakers and printer included). A

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computer that is on for eight hours a day uses almost 600 kWh and emits 175 kg of CO2
per year.

Table 19. Charge per hour

FREQUENCY PERCENT
Php 1.00-8.00 3 4.29%
Php 9.00-16.00 63 90%
Php 17.00-24.00 0 0%
Php 25.00-32.00 4 5.71%
TOTAL 70 100%

Table 19 represents the price charge per hour of every computer units. 63 (90%)
out of 70 (100%) charged Php 9.00-16.00. 4 (5.71%) out of 70 (100%) charged Php
25.00-32.00. 3 (4.29%) out of 70 (100%) charged Php 1.00-8.00. 0 (0%) out of 70 (100%)
charged Php 17.00-24.00.

Therefore, majority of Php 9.00-16:00 is the standard price for internet café
owners because this price is not too pricy or cheap. Internet cafes typically charge by the
minute or the hour, and can cost as little as a few cents a minute and as much as $10 per
hour. There is often a minimum time requirement and sometimes a maximum as well
(smartertravel, 2017). The prices depend on the operation cost of the internet café like
internet connections, electricity, salary and etc.

Table 20. Frequency of replacement of computer units

FREQUENCY PERCEN
T
Yearly 24 34.27%
Depends 28 40%
No replacement 4 5.73%
N/A 14 20%
TOTAL 70 100%

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 Table 20 represents how often internet café replace computer units based on the
employees. 28 (40%) out of 70 (100%) states it would depend on situations. 24
(34.27%) out of 70 (100%) would replace yearly. 14 (20%) out of 70 (100%) would not
replace their computer units. 14 (20%) out of 70 (100%) did not state the replacement
of their computer units.

Therefore, the replacement of computer units depends on when it is needed to be

replaced. According to Koble n.d., tech experts generally agree a computer should last
anywhere between three to five years before needing to be replaced. Of course, this
number is just a generalization and a number of factors play into lifespan, ranging from
the computer's quality, care and room for upgrades. The quality of the computer you
purchase also plays into how long it will last. The least frequency with an equivalent of
4 states that it did not make any replacement because purchasing a computer is expensive.
According to Poletti 2015, one reason both analyses mentioned is higher computer prices
for consumers, which they noted was due to higher prices for certain components, namely
memory chips.

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Table 21. Number of Hours Operation in a Week

FREQUENCY PERCEN
T
Depends 11 11%
21 Hours 1 1%
56 Hours 3 3%
63 Hours 2 2%
70 Hours 6 6%
84 Hours 4 4%
91 Hours 2 2%
98 Hours 4 4%
105 Hours 3 3%
126 Hours 2 2%
147 Hours 2 2%
154 Hours 2 2%
168 Hours 28 28%
TOTAL 70 100%

Table 21 represents the total number of hours operation in week. 28 (28%) out of 70
(100%) operates 168 hours in a week. 11 (11%) out of 70 (100%) would operate
depending on the situations. 6 (6%) out of 70 (100%) operates 70 hours in a week. 4
(4%) out of 70 (100%) operates 84 hours in a week. 4 (4%) out of 70 (100%) operates
98 hours in a week. 3 (3%) out of 70 (100%) operates 56 hours in a week. 3 (3%) out
of 70 (100%) operates 105 hours in a week. 2 (2%) out of 70 (100%) operates 63 hours
in a week. 2 (2%) out of 70 (100%) operates 91 hours in a week. 2 (2%) out of 70
(100%) operates 126 hours in a week. 2 (2%) out of 70 (100%) operates 147 hours in a
week. 2 (2%) out of 70 (100%) operates 154 hours in a week. 1 (1%) out of 70 (100%)
operates 21 hours in a week.

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Therefore, the highest frequency for number of hours operated in a week which is 168
hours this means that internet café is consistently opened throughout the week except
rest days and holidays and when it is needed to be close.

Table 22. Employee day-off

FREQUENCY PERCEN
T
Depends 6 6%
Yes 51 51%
No 13 13%
TOTAL 70 100%

Table 22 represents if employees have any day-off. 51 (51%) out of 70 (100%)

employee states there is a day-off. 13 (13%) out of 70 (100%) employee states there is
no day-off. 6 (6%) out of 70 (100%) employee states it depends on the situations.

Therefore, there are 51 employees were given day-offs. It is important to give

employees a chance to take a day-off to rest from work. While the 13 employees were
not given any day offs. The remaining 9 employees were given day-off but not all the
time it would always depend on their employer. Other internet café were not able
comply the working basic rights of an employee. According to the article 82 under the
provision of the labor code of the Philippine n.d., It shall be the duty of every employer
to provide each of his employees a rest period of not less than twenty-four (24)
consecutive hours after every six (6) consecutive normal work days. The employer shall
determine and schedule the weekly rest day of his employees to be subject to collective
bargaining agreement and to such rules and regulations as the Secretary of Labor and
Employment may provide. However, the employer shall respect the preference of
employees as to their weekly rest day when such preference is based on religious
grounds (kcrecruitment, n.d.).

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Table 23. Day-Off days

FREQUENCY PERCENT
Every Sunday 28 28%
Every Monday 1 1%
Every Wednesday 1 1%
Every Friday 1 1%
Every Saturday 2 2%
Every Holiday 2 2%
Every Weekend 1 1%
Depends on the Owner 9 9%
No Day-off 14 14%
Once a Month 3 3%
Anytime 1 1%
Once/ Twice a Week 6 6%
4x a Week 1 1%
TOTAL 70 100%

Table 23 represents the employees’ days of day-off were given. 28 (28%) out of 70
(100%) have day-off during every Sunday. 1 (1%) out of 70 (100%) have day-off
during every Monday. 1 (1%) out of 70 (100%) have day-off during every Wednesday.
1 (1%) out of 70 (100%) have day-off during every Friday. 2 (2%) out of 70 (100%)
have day-off during every Saturday. 2 (2%) out of 70 (100%) have day-off during every
Holiday. 1 (1%) out of 70 (100%) have day-off during every weekend. 9 (9%) out of 70
(100%) it depends on the owner if they will give their employees day-off. 14 (14%) out
of 70 (100%) there is no day-off. 3 (3%) out of 70 (100%) have day-off during once a
month. 1(1%) out of 70 (100%) have day-off anytime they want. 6 (6%) out of 70
(100%) have day-off during every once or twice a week. 1 (1%) out of 70 (100%) have
day-off during every four times a week.

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Therefore, the highest frequency of the data gathered is every Sunday. Employees
preferred to have their day-offs during Sundays because Sunday is consider to be time
for the family and for religious activities. According to Philippine National
Commission on Women n.d., WHEREAS, traditionally, a Sunday is always
considered a special family get-together day in Filipino households. Sundays are the
week for the internet café to have fewer customers because customers are on their
day-off especially students and employees that has no work to be done during
Sunday.

Table 24. Business Permits Displayed

FREQUENCY PERCENT
BIR Certificate 60 85.71%
BIR Registration 58 82.86%
General Licensing Permit 37 52.86%
DTI Permit 55 78.57%
Barangay Permit 53 75.71%
Mayor’s Permit 58 82.86%
BFP Permit 48 68.57%

Table 24 represents business permits displayed in the internet café. There are 60
(85.71%) employees state that BIR Certificate is displayed. 58 (82.86%) employees state
that BIR Registration is displayed. 58 (82.86%) employees state Mayor’s Permit is
displayed. 55 (78.57%) employees state that DTI Permit is displayed. 53 (75.71%)
employees state Baranggay Permit is displayed. 48 (68.57%) employees state that BFP
Permit is displayed. 37 (52.86%) employees state that General Licensing Permit is
displayed.

Therefore, almost all internet café displayed their business permits in the shop as
a proof that the internet café is complying the government’s requirements to show the

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legitimacy of the business. There are other internet café does not display their other
business permits because their employers want to keep it confidential there will be
instances that this information would be taken advantage by any people since it is a public
area. According to andrewsarbenz n.d., One of the reasons why it is so important to have
a business license is to ensure that the financial health of the young company is in good
standing. Through this employers would able to gain their customer’s trust.

Table 25. Benefits Given to Employees

FREQUENCY PERCENT
SSS 29 41.43%
Pag-IBIG Benefits 21 30%
PhilHealth Benefits 26 37.14%
13th Month Pay 27 38.57%
Sick Leave 13 18.57%
Vacation Leave 11 15.71%
Maternity Leave 6 8.57%

Table 25 represents the benefits given to employees based on their employee’s

data. There are 29 (41.435) employees state they were given SSS. 27 (38.57%) employees
state they were given 13th month pay. 26 (37.14%) employees state they were given
PhilHealth Benefits. 21 (30%) employees states they were given Pag-IBIG Benefits. 11
(8.57%) employees state they were given vacation leave. 6 (8.57%) they were given
maternity leave.

Therefore, the highest frequency gathered was SSS (Social Security System). SSS
is the mostly likely to be given as a benefit to the employees by the employers. According
to Yanuaria n.d., SSS is like an insurance program mandated by the government to all
income earners or workers in the Philippines. All income earning SSS members are
required to contribute monthly into the fund, the amount depends will depend on their
salary bracket (Yanuaria n.d.). But not all employers have given all the benefits since the
data gathered from this internet café are small enterprises which employers cannot totally

135
afford all the benefits that need monthly contributions. The least frequency of benefit that
was given to the female employees is the maternity leave. The maternity leave was not
given an importance to some employers, since based on the data gathered employees of
internet cafés are male employees.

Table 26 Frequency of cleaning the computer body

FREQUENCY PERCENT
Always 37 52.86%
Frequently 15 21.43%
Sometimes 18 25.71%
Rarely 0 0
Never 0 0
TOTAL 70 100%

Table 26 represents the frequency of cleaning the computer body. There are 37 (52.86%)
out of 70 (100%) employees they always clean the computer body. 15 (21.43%) out of
70 (100%) employees state they frequently clean the computer body. 18 (25.71%) out of
70 (100%) employees state they sometimes clean the computer body. 0 (0%) out of 70
(100%) employees state they rarely clean the computer body. 0 (0%) out of 70 (100%)
employees state they never clean the computer body.

Therefore, the frequency of cleaning the computer body is always which means
employees are task to clean the computer body. According to safebytes 2016, Having a
clean PC and workspace can make it easier to get work done making your time more
productive. This will make your computer body free from germs so customers won’t be
harm by these germs

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Table 26.1 Frequency of cleaning keyboards

FREQUENCY PERCENT
Always 38 54.29%
Frequently 20 28.57%
Sometimes 12 17.14%
Rarely 0 0
Never 0 0
TOTAL 70 100%

Table 26.1 represents the frequency of cleaning key boards. There are 38
(54.29%) out of 70 (100%) employees state they always clean the keyboard. 20 (28.57%)
out of 70 (100%) employees state they frequently clean the keyboard. 12 (17.14%) out
of 70 (100%) employees state they sometimes clean the keyboard. 0 (0%) out of 70
(100%) employees state they rarely clean the keyboard. 0 (0%) out of 70 (100%)
employees state they never clean the keyboard.

Therefore, the frequency of cleaning the keyboards is always which means that
keyboards are consistently cleaned. Since keyboards are one of the commonly used part
of a computer. According to edu.gcfglobal.org n.d., dust, food, liquid, and other particles
can get stuck underneath the keys on your keyboard, which can prevent it from working
properly.

Table 26.2 Frequency of cleaning the headsets

FREQUENCY PERCENT
Always 39 55.71%
Frequently 17 24.29%
Sometimes 12 17.14%
Rarely 2 2.86%
Never

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 TOTAL 70 100%

Table 26.2 represents the frequency of cleaning the headsets. There are 39
(55.71%) out of 70 (100%) employees state they always clean the headsets. 17 (24.29%)
put of 70 (100%) employees state they frequently clean the headsets. 12 (17.14%) out of
70 (100%) employees state they sometimes clean the headsets. 2 (2.86%) employees state
they rarely clean the headsets. 0 (0%) out of 70 (100%) employees state they never clean
the headsets.

Therefore, the frequency of cleaning the headsets is always which means some
internet cafe they tasked employees to consistently clean the headsets. It is important to
clean the headset because according to bose.com n.d., this helps to ensure the best audio
performance. Even a small amount of debris can cause the sound to fade or cut out
altogether.

Table 26.3 Frequency of cleaning the speakers

FREQUENCY PERCENT
Always 34 48.58%
Frequently 17 24.29%
Sometimes 15 21.43%
Rarely 3 4.29%
Never 1 1.43%
TOTAL 70 100%

Table 26.3 represents of cleaning the speakers. There are 34 (48.58%) out 70
(100%) employees state they always clean the speakers. 17 (24.29%) out of 70 (100%)
employees state they frequently clean the speakers. 15 (21.43%) out of 70 (100%)
employees state they sometimes clean the speakers. 3 (4.29%) out of 70 (100%)

138
employees state they rarely clean the speakers. 1 (1.43%) out of 70 (100%) employees
state they never clean the speakers.

Therefore, the frequent of cleaning the speaker is always this means that some
internet café regularly clean their speakers. According to Our stereo systems have a
tendency to collect dirt, pollen, and skin particles in even the hardest-to-reach places. The
more dust you collect the better sound quality you can hear.

Table 26.4 Frequency of cleaning the monitors

FREQUENCY PERCEN
T
Always 47 67.14%
Frequently 15 21.43%
Sometimes 6 8.57%
Rarely 2 2.86%
Never 0 0
TOTAL 70 100%

Table 26.4 represents the frequency of cleaning the monitors. There are 47
(67.14%) out of 70 (100%) employees state they always clean the monitors. 15 (21.43%)
out 70 (100%) employees states they frequently clean the monitors. 6 (8.57%) out of 70
(100%) employees states they sometimes clean the monitors. 2 (2.86%) out of 70 (100%)
employees state they rarely clean the monitors. 0 (0%) out of 70 (100%) employees state
they never clean the monitors.

Therefore, the frequency of cleaning of monitors is always this means that some
internet café regularly clean their monitors. According to ComTech Computer Services
Inc 2014, computers have many little areas where dust can easily accumulate. Leaving
the dust intact, can be a hazard to your computer. With the accumulated dust, the air flow

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is greatly reduced which will eventually lead to excessive heat. This heat has the potential
to damage your computer's hardware.

Table 26.5. Frequency of cleaning the desks

FREQUENCY PERCENT
Always 52 74.29%
Frequently 8 11.43%
Sometimes 8 11.43%
Rarely 1 1.43%
Never 1 1.43%
TOTAL 70 100%

Table 26.5 represents the frequency of cleaning the desks. There are 52 (74.29%) out of
70 (100%) employees state the always clean the desks. 8 (11.43%) out of 70 (100%)
employees state they frequently clean the desks. 8 (11.43%) out of 70 (100%) employees
state they sometimes clean the desks. 1 (1.43%) out of 70 (100%) employees state they
rarely clean the desks. 1 (1.43%) out of 70 (100%) employees never clean the desks.

Therefore, the frequency of cleaning the desks is always clean. It shows that the desks
are cleaned regularly by the employees. According to prebenormen.com 2018, you look
professional. First impressions matter, especially with clients. A clean desk from day one
shows respect and portrays you as organized, efficient and in control.

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Table 26.6. Frequency of cleaning the chairs

FREQUENCY PERCENT
Always 38 54.29%
Frequently 13 18.57%
Sometimes 16 22.86%
Rarely 2 2.86%
Never 1 1.43%
TOTAL 70 100%

Table 26.6 represents the frequency of cleaning the chairs. There are 38 (54.29%)
out of 70 (100%) employees state they always clean the chairs. 13 (18.57%) out 70
(100%) employees state they frequently clean the chairs. 16 (22.86%) out of 70 (100%)
employees state they sometimes clean the chairs. 2 (2.86%) out of 70 (100%) employees
state they rarely clean the chairs. 1 (1.43%) out of 70 (100%) employees state they never
clean the chairs.

Therefore, the frequency the cleaning the chairs are always this means that chairs
are regularly cleaned. According to Erin 2014, a Psychological Science study found that
having a messy environment at the start of a project can promote creative thinking and
help people come up with new ideas. It is comfortable to seat in a chair if it is clean this
will make a good impression to the customers since internet café customers tend to seat
long hours in the shop and providing great experience of comfort making customers
won’t leave in the internet café.

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Table 26.7 Frequency of cleaning the floors

FREQUENCY PERCENT
Always 56 80%
Frequently 5 7.14%
Sometimes 5 7.14%
Rarely 3 4.29%
Never 1 1.43%
TOTAL 70 100%

Table 26.7 represents the frequency of cleaning the floors. There are 56 (80%)
out of 70 (100%) employees state that they always clean the floors. 5 (7.14%) out of 70
(100%) employees state that they frequently clean the floors. 5 (7.14%) out of 70 (100%)
employees state that they sometimes clean the floors. 3 (4.29%) out of 70 (100%)
employees state that they rarely clean the floors. 1 (1.43%) out of 70 (100%) employees
state that they never clean the floors.

Therefore, the frequency of cleaning the floors is always this show how
responsible the employees are that their one priority is the cleanliness of the internet café.
According to absolutesolutionsandassociates.com 2018, the condition of your flooring
reflects your professionalisms and the amount of care you put into your business, and
your attention to detail. Having clean floors will avoid a bad impression to any customers
would enter the business. Maintaining a professional environment that is clean and tidy
not only facilitates workflow, but it enhances the aesthetics of your business environment
(absolutesolutionsandassociates.com 2018). Setting good environment in the internet will
make customers like the area, with this they can work properly and efficiently and helps
promote the business through the word of mouth.

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Table 26.8 Frequency of cleaning the cashier counter

FREQUENCY PERCENT
Always 55 78.557%
Frequently 8 11.43%
Sometimes 5 7.14%
Rarely 2 2.86%
Never 0 0
TOTAL 70 100%

Table 26.8 represents the frequency of cleaning the cashier counter. There are 55
(78.557%) out 70 (100%) employees state they always clean the cashier counter. 8
(11.43%) out of 70 (100%) employees state they frequently clean the cashier counter. 5
(7.14%) out of 70 (100%) employees state they sometimes clean the cashier counter. 2
(2.86%) out of 70 (100%) employees state they rarely clean the cashier counter. 0 (0%)
out of 70 (100%) employees state they never clean the cashier counter.

Therefore, the frequency of cleaning the cashier counter is always it shows that
other employees are able to maintain their organized and clean counter. According to
Brown 2017, a Clean Desk Policy specifies how everyone should manage their
workspace, and it improves the security and confidentiality of information. Sensitive
information must be protected at all times from anyone who may walk by such as other
employees, office visitors, and cleaners. A cashier counter should be protected by any
person that would attempt to steal anything in the counter and employee might not able
to see if it is messy.

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Table 26.9 Frequency of cleaning the general appearance of the shop

FREQUENCY PERCENT
Always 43 61.43%
Frequently 16 22.86%
Sometimes 7 10%
Rarely 3 4.29%
Never 1 1.43%
TOTAL 70 100%

Table 26.9 represents the frequency of cleaning the general appearance of the
shop. There are 43 (61.43%) out of 70 (100%) employees state they always clean the
shop. 16 (22.86%) out of 70 (100%) employees state they frequently clean the shop. 7
(10%) out of 70 (100%) employee state they sometimes clean the shop.

Therefore, the frequency of cleaning the general appearances of the shop were
always cleaned this means that employees is cleaning regularly. According to
pinpointnews.net n.d., the workplace environment influences employees’ productivity,
performance and well-being. No matter the industry, maintaining a clean workplace may
help keep staff members safe, healthy and efficient.

Table 27 Availability of virus and threat protection

FREQUENCY PERCENT
Yes 55 78.57%
No 13 18.57%
N/A 2 2.86%
TOTAL 70 100%

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 Table 27 represents the availability of virus and threat protection in each
computer shops. 55 out of 70 employees answered that they have and apply virus and
threat protection in their computers with a percentage of 78.57%. 13 employees answered
that they don’t have such with a percentage of 18.57% and 2 didn’t answer the question.

Based on the results above, most of the employees said that they have virus and
threat protection to ensure that there won’t be any malicious act that the
customers/players may encounter in playing their shop. It is a good practice to have a
virus protection so that the system will run fast and their won’t be any delays to satisfy
the customer in the service.

Table 28 Checking for any virus or malware

FREQUENCY PERCENT
Yes 61 87.14%
No 7 10%
N/A 2 2.86%
TOTAL 70 100%

Table 28 represents the checking for any virus or malware in their computer units.
61 employees said that they do check their units if there are any viruses on it with a
percentage of 87.14%. Only 7 employees said that they don’t check their units if there
are virus or malware with a percentage of 10% and 2 didn’t answer having a 2.86%.

Basically, most all of the computer shops check if there are viruses in their units
to ensure the safety of all the files stored in their units and to secure that units won’t be
shut down or crash when in use by the users because of the viruses at work.

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Table 29 Computer system updates

FREQUENCY PERCENT
Yes 57 81.43%
No 11 15.71%
N/A 2 2.86%
TOTAL 70 100%

Table 29 represents the computer system updates of all cybercafes. Out of 70,
only 57 respondents answered that they do update their computer system while 11
respondents answered that they do not update theirs. 2 respondents didn’t answer the
question. With a percentage of 81.43%, 15.71% and 2.89% respectively, with a total of
100% all in all.

Therefore, a computer must be updated so that the service received by the

customers and their experience in playing in the computer shop will exceed from their
expectations. Once a computer is updated, there would be a wider range of opportunities,
customers will get. This is why 57 respondents update their computer units so that
customers will have a reason to come back because all system is updated, there won’t be
any buffering and any problems.

Table 30.1 Malwares experienced

FREQUENCY PERCENT
Adware 14 20%
Spyware 17 24.29%
Computer Virus 35 50%
Ransomware 11 15.71%
Botware 15 21.43%
Trojan Horse 19 27.14%

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 Table 30.1 represents the different malwares that each cybercafe experiences. The
malware that got a frequency is computer virus with 35 as its frequency and with a
percentage of 50%. Followed by trojan horse with 19 frequency and 27.14% as its
percentage, spyware with 17 frequency, botware with 15, adware with 14 and
ransomware with 11. And their respective percentage are the following, 24.29%,21.43%,
20%, and 15.71%.

Therefore, the common malwares that would affect the cybercafé experience is
computer virus this means that it greatly affects the computer’s performance. Even if
you’re careful you can pick up computer viruses through normal Web activities like:
sharing music, files or photos with other users, visiting an infected web site,
opening spam email or an email attachment, downloading free games, toolbars, media
players and other system utilities, installing mainstream software applications without
fully reading license agreements because there are a lot of customer users who used the
customer units.

Table 30.2 Malwares not experienced

FREQUENCY PERCENT
Adware 43 61.43%
Spyware 42 60%
Computer Virus 27 38.57%
Ransomware 46 65.71%
Botware 42 60%
Trojan Horse 41 58.57%

Table 30.2 represents the malware not experienced by the cybercafes.

Ransomware got the the highest frequency with 65.71% as its percentage. Adware was
the second with 43 frequency and 61.43% as its percentage. Followed by spyware and

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botware with both 42 frequency and has 60% as its percentage. Trojan horse with 41
frequency (58.58%) and computer virus got the lowest frequency with 38.57%.

Therefore, the cybercafés were not most likely to experience Ransomeware. According
to frulinger 2018, There are a number of vectors ransomware can take to access a computer.
One of the most common delivery systems is phishing spam attachments that come to the
victim in an email, masquerading as a file they should trust. This is purposely attack by hackers
their targets are mostly big companies which they to get an access to their confidential
information through hacking their computer systems.

Table 31.1 Procedures are conducted for computer maintenance

FREQUENCY PERCENT
Scanning of disk 57 81.43%
Defragmentation of Hard Drive 46 65.71%
Clean Cache 50 71.43%
Clean Temp Files 49 70%
Updating of antivirus programs 59 84.29%
Maintenance of mouse 59 84.29%

Table 31.1 represents the procedures conducted for computer maintenance.

Maintenance of mouse and updating of antivirus program has the highest frequency, both
with 59 frequency and 84.29%. Scanning of disk with 57 frequency and 81.43% and
clean cache with 71.43% followed the list. Clean Temp Files and defragmentation has
the least frequency with 49 and 46, 70% and 65.71% respectively.

Therefore, both maintenance of mouse and updating the highest frequency being
conducted for computer maintenance this shows that both are the common things to be
the first priority to be maintained. According to Loza n.d., it is important to constantly
update the anti-virus software on a computer because computers are regularly threatened
by new viruses. The anti-virus updates contain the latest files needed to combat new

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viruses and protect your computer. In maintaining the mouse Making sure the mouse can
slide freely and that debris is not stopping the mouse from gliding properly.

Table 31.2 Procedures are not conducted

FREQUENCY PERCENT
Scanning of disk 9 12.86%
Defragmentation of Hard Drive 18 25.71%
Clean Cache 14 20%
Clean Temp Files 15 21.43%
Updating of antivirus programs 6 8.57%
Maintenance of mouse 6 8.57%

Table 31.2 represents the procedures that are not conducted in the computer
maintenance. There are 18 (25.71%) employees state that defragmentation of hard drive
was not conducted. 15 (21.43%) employees state that cleaning temp file was not
conducted. 14 (20%) employees state that cleaning cache was not conducted. 9
(12.86%) employees state that scanning of disk was not conducted. 6 (8.57%)
employees state that updating of antivirus programs was not conducted. Lastly, 6
(8.57%) employees state that maintaining of mouse was not conducted.

Therefore, the procedures that are not conducted maintain was the
defragmentation of hard drive this means it is not maintained very well. The
management was not able to give enough attention to this issue.

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Table 32. Permission of beverages while using the computer

FREQUENCY PERCENT
Yes 46 65.71%
No 24 34.29%
TOTAL 70 100%

Table 32 represents the allowance of beverages while using the computer. 46 out
70 respondents answered that they do allow bringing of drinks or beverages while playing
or using the computer with a percentage of 65.71% and only 24 respondents answered
that they do not allow bringing drinks with 34.29% with a total of 100%.

Therefore, bringing of beverages in the internet café is not advisable because it

might spill on the computers and cause trouble. Most internet café won’t allow beverages
to be brought inside employers are just avoiding any accidents happen. Beverages might
mess up the cleanliness of the shop since customer or employees might spill the drink.

Table 33. Permission of snacks while using the computer

FREQUENCY PERCENT
Yes 55 78.57%
No 15 21.43%
TOTAL 70 100%

Table 33 represents the allowance of snacks while using the computer. 15 out 70
respondents answered that they don’t allow their customers to bring foods or eat them
while using the computer unit with a percentage of 21.43%. 55 of the respondents
answered that they do allow their customers to bring snacks while using the computer
with a percentage of 78.57% for a total of 100%.

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 Therefore, the management won’t allow snacks to be brought inside the internet
café it is because it might cause food cluttering inside shop. Small pieces food might get
inside to the computer system and affect the computers’ malware hardware hygiene.

Table 34. Promotional strategies of the business

FREQUENCY PERCENT
Radio 2 2.86%
Newspapers 0 0%
Magazines 2 2.86%
Word of Mouth 31 44.29%
Search Engine Optimization 3 4.29%
Social Media 34 48.57%
Email 15 21.43%
Positive Customer Referrals 33 47.14%
Free Instruction/Demo 9 12.86%
Discounts/Promos 16 22.86%
Others 10 14.29%

Table 34 represents the promotional strategies of the business. There 34 (48.57%)

employees state that they used social media. 33 (47.14) employees that state they used
positive customer referrals. 31 (44.29%) employees that state they used the word of
mouth. 16 (22.86%) employees state that they used discount/promos. 15 (21.43%)
employees state that they used email. 10 (14.29%) employees state that they used other
promotional strategies. 9 (12.86%) employees state that they used free instruction/demo.
3 (4.29%) employees state search engine optimization. 2 (2.86%) employees state that
they used radio. 2 (2.86%) employees state that they used magazines. 0 (0%) employee
state that they used newspaper.

Therefore, Social Media a great platform as a promotional strategy for the

business. This indicates that the social media platform is ideal for internet café that are
trying to reach a wide audience online. You are able to target those who are most likely

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willing and ready to purchase your products or services. This ensures that your business
gets your ad content in front of the right users at the right time.

Table 35. Dealing with bystanders

FREQUENCY PERCENT
Scold them, let them out 37 52.86%
Talk to them, let them stay 15 21.43%
N/A 18 25.71%
TOTAL 70 100%

Table 35 represents the data on how the cybercafé management deal with the
bystanders. Most of them answered that the attendant will scold them and let them out, it
has a frequency of 37 and a percentage of 52.86%. 18 respondents answered that the
question is not applicable to them because they don’t experience bystanders in their
cybercafes; a percentage of 25.71%. Lastly, the management deal with bystanders by
talking to them and letting them stay if their reasons are acceptable. It got 15 frequency
with 21.43%.

Therefore, bystanders are not allowed to stay in the shop since this will risk the security
of the internet café. There will people that would take advantage of the opportunity
getting inside freely. This will also affect the customer’s privacy and fairness of usage in
the internet café because the customers are paying for the service and comfortability
while the bystanders were just staying and roaming around the shop.

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Table 36. Availability of a private security guard

FREQUENCY PERCENT
Yes 7 10%
No 63 90%
TOTAL 70 100%

Table 36 represents the data if cybercafes have a private security guard. 90% of
the respondents answered that they do not have a private security guard that is equivalent
to 63 respondents and only 7 cybercafes has a private security guard in their premises
with a percentage of 10%.

Therefore, majority of the private security guard is not available in the internet
café since it would add to the operational cost of the business because private security
guard is also needed to be given a salary. Employers are avoiding of high operational cost
since internet café use so much power and internet connection that leads to expensive
bills.

Table 37. Common problems that customers experience

FREQUENCY PERCENT
None So Far 13 18.57%
Humid 1 1.43%
Far from Students 2 2.86%
Internet Connection 28 40%
Ventilation and Aircon 9 12.86%
Malfunction/ Technical Error 9 12.86%
Bystanders 15 21.43%
Others won’t pay 2 2.86%
TOTAL 70 100%

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 Table 37 represents the common problems that customers experience.
There are 28 (40%) out of 70 (100%) employees state that the internet connection
is included. 15 (21.43%) out of 70 (100%) employees state that the bystanders is
also included. 13 (18.57%) out of 70 (100%) employees state that there are no any
problems encountered. 9 (12.86%) out of 70 (100%) employees state that
ventilation and aircon is also included. 9 (12.86%) out of 70 (100%) employees
state that malfunction/ technical error is also included. 2 (2.86%) out of 70 (100%)
employees state that the location is far from students. 2 (2.86%) out of 70 (100%)
employees state that other customers won’t pay the charges they consumed. 1
(1.43%) out of 70 (100%) employees state the area is humid.

Therefore, internet connection is one of the common problems that the

customers have experienced. Internet connection is one of the reasons why people
would avail the services of an internet café this make computers more efficient to
use. If you fail to provide a great speed of an internet, customers would complaint
in this issue because the customers are here for the fast internet connection.

In the event of a fire are there the following:

Table 38. Availability of nearby fire extinguisher

FREQUENCY PERCENT
Yes 58 82.86%
No 12 17.14%
TOTAL 70 100%

Table 38 represents the data gathered whether the business has a nearby fire
extinguisher or not. 82.86% equivalent to 58 respondents answered that they do have a
nearby fire extinguisher to be use in case of emergency. 12 respondents answered that
they do not have a nearby extinguisher with a 17.14% percentage.

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 Therefore, the fire extinguisher is available inside internet cafe. Almost all
employers were able to comply by this important equipment to be ready in case of any
fire emergencies.

Table 39. Availability of clear fire exit routes

FREQUENCY PERCENT
Yes 50 71.43%
No 20 28.57%
TOTAL 70 100%

Table 39 represents whether the business has a clear fire exit routes in their area.
Frequency of 50 with a 71.43% answered yes while 20 respondents with 28.57%
answered that they do not have a clear fire route exit in their place.

Therefore, there are available of clear fire exit routes in the internet café to make
sure that in any emergencies people inside the internet café could easily evacuate the
area.

155
Timetable of Activities
JANUARY FEBRUARY MARCH

ACTIVITIES 1 2 3 4 1 2 3 4 5 1 2 3 4
Planning and brainstorming √
Looking and searching for
the Review or Related
Literature
√ √
Paraphrasing the said rrl √ √
Going to internet cafe in
Cebu City, Labnagon and
Urgello √ √ √
Making of transmittal
letters √
Making of Chapter 1
√
Making of Chapter 2 √
Giving of transmittal letters
to owners √

Making of Chapter 3 √
Getting the transmittal
letters with sign by the
owners √
Making of questionnaire √
Making of the interview
guide questions √

156
Timetable of Activities APRIL MAY

ACTIVITIES 1 2 3&4 5 1 2 3 4 5
Interview of 2 internet café
owners √
Interview of 2 other internet
café owners
√
Giving of questionnaire to
the employees -2 internet
café √
Giving of questionnaire to
the employees -2 internet
café √
In depth interview of last
internet café employer √
Giving of questionnaire to
last employee √
Tallying and Tabulation √ √
Making of Chapter 4 √
Making of Chapter 5 √
Making of the appendices √
Organizing all the paper √
Oral Defense √

157
Program Budget

Research Paper

Printing 200

Folder 10

Bond-paper 45 255

Transportation Expense ( vice-versa )

12-Feb (Cafe visit) - Ramos Cebu 21

16-Feb (Cafe visit) – Urgello 64

24-Feb (Meeting) - Workplace Cafe Ramos Cebu

94
City

28-Feb (Research Making) - Park Mall Mandaue 12

2-Mar (Research Making) - SM Cebu 265 456

Ring Bound

Printing 880

Ring Bound 165 1,045

Total Php1, 501

158
CURRICULUM VITAE

Name : Espanol, King Charles V..

Address : 73, Alopez St. Calamba Cebu City

Contact Number : 09286061278

Email address : king_veloso@yahoo.com

Birthday : November 20, 2000

Birth Place :Cebu City

Junior High School:

Marriane Childhood Education Center/Tres De Abril Cebu City/

2012-2017

Primary Education:

Little Angels Montessori School/Tres De Abril Cebu City 2006-

2012

159
Name : Jalang, Desirre Mae G.

Address : Tagaytay, Calero, Lilo-an Cebu

Contact Number : 09272987899

Email address : desirremaejalang@gmail.com

Birthday : August 17, 2000

Birth Place :Cebu City

Junior High School:

Academia del Christifidelis/Tayud, Lilo-an Cebu/ 2012-2017

Primary Education:

Academia del Christifidelis/ Tayud, Lilo-an

Cebu/ 2006-2012

160
Name : Peralta,Hannah C.

Address : Poblacion Carmen Cebu

Contact Number : 09294895987

Email address :hannahperalta46@gmail.com

Birthday : September 5, 2000

Birth Place :Cebu City

Junior High School:

Cebu Academy Carmen Cebu/General Maxilom Ave.Cebu City/

2012-2017

Primary Education:

Cebu Academy Carmen Cebu/ Lahug, Cebu City/ 2006-2012

161
Name : Saligumba, Jayvie L.

Address : 181-A Junquera Extension Cebu City

Contact Number : 09452494621

Email address : jayvieloyzaga@gmail.com

Birth Place :Cebu City

Junior High School:

Nissi Academy International School/ Lapu-lapu City (2013-2015)

University of San Carlos/

J. Alcantara St. Cebu City ( 2015-2017)

Primary Education:

Nissi Academy International School/ Lapu-lapu City (2006-2013)

162
Name : Umbay, Ian Christopher P.

Address : Pag-utlan Tayud Consolacion Cebu

Contact Number : 09227187962

Email address : umbay.ianchristopher08@gmail.com

Birthday : March 19, 2004

Birth Place :Cebu City

Junior High School:

Colegio de la Inmaculada Concepcion - Mandaue Cebu

Primary Education: St. Clare Learning Center Cebu

163