Abstract

This study investigated the experiences and insights of employees and clients regarding the top operational practices of health and beauty clinics, specifically in terms of service quality and overall performance. It explored the best operational practices of three (3) selected health and beauty clinics located in Balayan, Batangas, each of which has been established for more than five (5) years. A multiple case study approach was employed using a qualitative research method. The study consisted of nine (9) participants, categorized into three (3) groups: clients, employees, and managers. Participants were selected through judgmental sampling, a type of non-probability sampling. To gather relevant data, the researchers conducted semi-structured interviews with open-ended questions. The findings revealed that each of the selected health and beauty clinics offers unique service quality and operational practices to satisfy their customers. Overall, the study concluded that these practices contribute positively to customer satisfaction and business success.