FINAL

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Accountancy, Business and Management

STUDENT SATISFACTION ON CAFETERIA SERVICES AS
PERCEIVED BY SENIOR HIGH SCHOOL STUDENTS
OF SAINT JAMES ACADEMY
A Research
Presented to the
Faculty of Senior High School Department
SAINT JAMES ACADEMY
Ibaan, Batangas
In Partial Fulfillment
Of the Requirements for
Practical Research 2
ANDAL, Venessa G.
ELLAGA, Raymond Allen A.
ESPLAGO, Throy H.
PUREZA, JhonDhel S.
OCTOBER 2018
Oblates of Saint Joseph Schools

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APPROVAL SHEET
This research entitled “STUDENT SATISFACTION ON CAFETERIA
SERVICES AS PERCEIVED BY SENIOR HIGH SCHOOL
STUDENTS OF SAINT JAMES ACADEMY” prepared and submitted by
ANDAL, VENESSA G., ELLAGA, RAYMOND ALLEN A., ESPLAGO,
THROY H., and PUREZA, JHON DHEL S. in partial fulfillment of the
requirements for Practical Research 2, has been evaluated and approved with a
grade of ___________________.
Date: ________________.
HECZEL B. MIÑAS, RN PhD

Evaluator/Research Advisor
VON CHESTER O. CALABIA

Principal
Final Defense taken on _____________________
Rating ____________________________________________

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ABSTRACT
This objective of this study was to assess the relationship between the food
quality, price fairness, staff performance, and ambiance of the university cafeteria
with students' satisfaction. A quantitative survey was conducted with the aims to
testing the proposed hypotheses via a structured self-administered questionnaire. A
total of 180 senior high school students from Saint James Academy,
Administrators must, therefore, consider the total offering which includes food
services. The empirical results provided strong support for the hypothesis that
students' satisfaction with the school cafeteria is very much influenced by food
quality than staff performance, price fairness and degree of ambiance. Implications
of the study from managerial and theoretical perspectives together with directions
for future research are also indicated.

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ACKNOWLEDGMENT
The researcher would like to extend her deepest and sincerest gratitude to
all the people who gave their valuable support, encouragement, comments,
suggestions, and assistance in various ways toward s preparation and completion
of this paper.
To the respondents of this quantitative research, the grade eleven students
of Saint James Academy S.Y. 2018-2019 for their cooperation given in gathering
the data and valuable information needed;
To the researcher’s colleagues for the support and assistance while doing
this paper;
The researcher’s family for their understanding and support within the
entire studies;
Special thanks and appreciation is given to Dr. Heczel Miñas our research
advisor for giving his guidance, suggestions and comments for the improvement
and completion of this paper.
Above all, to our DIVINE PROVIDENCE who granted me spiritual,
health, guidance and commitment to make this report valuable and truly precious
in the eyes of the reader.

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DEDICATION
This humble and simple work is dedicated to all the people who helped
inspired and guided us to make this masterpiece possible.
To our Greatest research advisor, validators, principal, adviser, other
teachers, family, classmates, friends and colleagues for their unending support and
understanding in doing this paper.
And above all, to our Greatest teacher, our Almighty God, who is the
source of my knowledge, skills and abilities.

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TABLE OF CONTENTS
Page
TITLE PAGE I
APPROVAL SHEET II
ACKNOWLEDGMENT III
DEDICATION IV
TABLE OF CONTENTS V
ABSTRACT VI
I. THE PROBLEM AND ITS BACKGROUND
Introduction
Conceptual/Theoretical Framework
Statement of the Problem
Hypothesis
Significance of the Study
Scope and Delimitations
Definition of Terms
II. REVIEW OF RELATED LITERATURE AND STUDIES
Review of literature
Review of related studies
Synthesis

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III. RESEARCH METHODOLOGY
Research Design
Participants of the Study
Sampling Design
Data Gathering Instrument
Validity and Reliability of the instrument
Data Gathering Procedure
Ethical Considerations
Statistical Treatment of Data
IV. PRESENTATION, ANALYSIS AND
INTERPRETATION OF DATA
V. FINDINGS, CONCLUSION AND RECOMMENDATION
References
Appendices
Curriculum Vitae

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CHAPTER I
THE PROBLEM AND ITS BAGKGROUND
Introduction
Perspective of students played important roles to measure the service
performance of the cafeteria. Canteen is a placed where foods are served in a
school where different products are sold their. Therefore, it clearly explained that
students’ judgments in Saint James Academy cafeteria is important in order to
achieve success of a cafeteria in any higher learning institution. The efficiency of
the cafeteria able to improve the level of satisfaction of students towards cafeteria
service.
Price and value and food quality are the important factors to determine the
level of students’ satisfaction in Saint James Academy cafeteria. Other than food
quality and price, the cleanliness, interaction in between service provider and
students as well as service efficiency played very important role on meeting
student satisfaction in terms of service quality (Barlett& Han, 2008). This study
attempts to identify the relationship between the food quality, price fairness, staff
performance and ambience of the Saint James Academy cafeteria especially
among students and we need a place where we were able to feel comfortable
during break time.

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This study was to assess the relationship between the food quality, price
fairness, staff performance, and ambiance of the Saint James Academy cafeteria
with students' satisfaction.
This study is very important so that we may be aware of the service quality
of the school. These factors have influenced the attributes students use to evaluate
institutional food service. Also considered is the nutrition value of the food items
being serve. It is important for food service operators to fully recognize the wants
of students and meet their needs. After considering the level of student’s
satisfaction, the study also attempts to identify the actions to be undertaken to
improve Saint James Academy Cafeteria Services. The varieties of products that
are sufficient to choose from the parts of the facilities are well maintained
approach of the canteen service makes students feel satisfied and do the students
consider before buying a product from the canteen.
(Ladia, 2013), stated that recognizing the importance of eating the right
kind of food in children’s growth and development, many schools today accept
food services as an integral part of the school program. It is imperative therefore,
that the child who spends the greater part of his/her waking hours in school be
given food that are nutritious and economical. There are plenty of student’s with
meager allowance for snacks in the public schools, therefore it is necessary that
daily food served in the canteen are assured to be within the means of the children.
Considerations are given to the nutritive value of the food items being served to

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them. However, there are other factors in the process which are not given attention
which may adversely affect the school’s total development program especially if
the canteen is mismanaged by a group or an individual. The canteen, in its mission
to nourish the children’s mind and provide quality services failed to accomplish its
target goal which is evident in the complaints raised and presented to the board.
Conceptual /Theoretical Framework
This study was conducted to determine the level of student’s satisfaction on
Saint James Academy cafeteria services. The demographic profile of respondents
services of the respondents in terms of Strand, Gender, Year Level and, Allowance
will be evaluated.
Furthermore this study will also determine the level of student’s satisfaction
in Saint James Academy cafeteria in terms of ambience, cleanliness, taste of food,
amount of serving, variety of food, customer service, price and nutritional value. It
was also conducted to determine what actions maybe proposed to improve Saint
James Academy cafeteria services.

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Input Process Output
Action Plan to Improve

Cafeteria Services of
Saint James Academy
Figure 1.0
Conceptual Paradigm
Statement of the Problem
This study aims to examine the Level of the student satisfaction on Saint
James Academy cafeteria Services in particular and their perception to the actual
performance of the services by the Saint James Academy cafeteria. Specifically, it
seeks to answer the following research questions:
1. What is the demographic profile of the student in terms of the following:
1.1 Strand;
1.2 Religion;
1.3 Gender;

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1.4 Year level;
1.5 Allowance;
2. What is the level of respondent’s satisfaction to the services of Saint James
Academy cafeteria as to the following:
2.1 Ambiance;
2.2 Cleanliness;
2.3 Taste of Food;
2.4 Amount of Serving;
2.5 Variety of Food;
2.6 Customer Service;
2.7 Price;
2.8 Nutritional Value;
3. What actions can be proposed to improve Saint James Academy Cafeteria
services?
4. Based on the study, what action plan can you proposed to improved Saint James
Academy Cafeteria services?

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Hypothesis
The data gathered from this research will benefit Saint James Academy
Community as a whole, from the administration to faculty members and other
stake holders. If customers satisfaction will be met, this would contribute to the
growth of the Cafeteria. Hence, may also provide both physical and mental
sustenance of all canteen patronizers.
HO: There is no significant difference on the level of satisfaction of the
respondents on cafeteria services of Saint James Academy when grouped
according to profile.
Significance of the Study
This study will conducted to determine the Level of Student’s Satisfaction
on Saint James Academy cafeteria services in particular and their perception to the
actual performance of the services by the Saint James Academy cafeteria.
To the Students: This research would help to have a detailed analysis of
satisfaction of the cafeteria service and food. The results would give knowledge
and ideas about their level of satisfaction and they would be able to evaluate on
their own. The studentsis currently influencing the expansion of cafeteria
foodservices. Students are not tolerating poor quality of food served by Saint
James Academy cafeteria dining services. The students is influencing the
development of institutional foodservice. To satisfy the basic nutritional needs of

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students, foodservice operations need to deliver a variety of fresh, healthy and
tasty food. Today’s students are expecting more than the good food quality and
nutritional value of the food they consume. In addition, institutional food service
operators need to keep up with the growing expectations of students about the
overall dining experience.
To the Canteen Management: It is important for food service operators to
fully recognize the wants of students and meet their needs. The success of any
food and beverage establishment lies in its ability to satisfy students by providing
a dining experience, comprising of both tangible and intangible elements and able
to meet or exceed their satisfaction (Parasuraman et al., 2015; 2016).
To the Canteen Stuff: This study could provide opportunities for reflective
thought and thereby enhance professionalism among members of the canteen
personnel, so that they may improve efficiency at work and offer delicious yet
affordable food.
To the Institution: Students have satisfied about the service they should
receive from institutional foodservice and today they are more sophisticated and
are exposed at an early age to variety of dining experiences including
ambiance/cleanliness, taste of food, amount of serving, variety of food, customer
service, price and nutritional value of food service. These factors have influenced
the attributes students use to evaluate institutional food service. The study aims to
determine the level of student’s satisfaction of Saint James Academy cafeteria

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services and how the students give their special countenance. The data gathered
from this research will benefit Saint James Academy Community as a whole, from
the administration to faculty members and other stakeholders. If customers
satisfaction will be met, this would contribute to the growth of the Saint James
Academy. Hence, may also provide both physical and mental sustenance of all
canteen patronizers. Other cafeterias which have similar services may also benefit
from the data and information gathered for it will improve their services.
To the Future researchers: This study would serve as a reference for
future researchers as they may have a related research topic to that of the
proponents’. It will help them by giving an idea about the satisfaction on cafeteria
services.
Scope and Delimitation of the study
This research attempt to determine the student’s satisfaction in terms of the
cafeteria service. After considering the level of student’s satisfaction, the study
also attempts to identify the actions to be undertaken to improve Saint James
Academy Cafeteria Services. This includes the food that satisfies the students, the
service attributes, the variety of products and the canteen facility. It is to be noted
that respondents are students from the school.

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This study will be limited to the assessment of the school cafeteria services
in terms of quality and quantity of food served, prices of the products, and
utilization of canteen facilities.
Definition of terms
The following terminologies are hereby conceptually defined:
 Canteen -a place provided by schools where student can buy and eat food
products and meals. (Noran, 2008). As to be used in the study, Canteen is a
placed where foods are served in a school where different products are sold
their.
 Affordability –as to be used in the study, it refers to extent to which
something is affordable, as measured by its cost relative to the amount that
the purchaser is able to pay.
 Ambiance –a big part in customer satisfaction. This element is about
comfortable seating arrangement that leave enough space for customer to
move, or high quality design of the space and building, and also the suitable
music (Namkung& Jang,2009).As to be used in the study, it refers to a
feeling or mood associated with a particular place, person, or thing.
 Cleanliness –as to be used in the study, it refers to the degree which people
keep themselves and their surroundings clean.
 Customer Service –according to Kursunluoglu (2011), customer services
are intangible or tangible value increasing activities which are related with

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products or services indirectly or directly to meet customer expectations
and then to provide customer satisfaction and loyalty (Kursunluoglu, 2011).
As to be used in the study, itrefers to the process of ensuring customer
satisfaction with a product or service.
 Price –The level of a service quality can be determine based on the amount
that paid for the service. (Soriano, 2009). As to be used in the study, it
refers to the amount of money paid by students on the food and canteen
services.

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CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter reviews related literature and studies which serves as frame of
reference for this study. Conceptual literature, foreign literature, and local studies
are presented such that some of the present study’s variables have been tackled.
Related Literature
Most people are concerned with food taken daily without regard for
practices or habits, which may influence good health. Canteen is a placed where
foods are served in a school where different products are sold their. Study aimed
on the level of student’s satisfaction in Saint James Academy. A school provided a
canteen as a place where students can eat and relax and regain the energy for the
rest of the day.
Hence, students must learn to plan, select, prepare and serve simple but
nutritious food (Bernardino and lee, 2009). It is a common observation that when
food is presented to a person his attention is focused on the aesthetics value and
how the food appeals to the palate, rather than on the nutritional content.

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Their food requirements are used for growth and development and
enhanced activity. As young adults, they have the freedom to choose what they
like to eat but they should guide on their choices (Cruz, 2011).
It is important that daily diet contains the correct the amount of all food
listed in daily guide to good nutrition (Velasquez, 2008) Food contains the
essential nutrients needed by the body for its normal growth and development. It is
necessary for students to know the sources, function and nutrients of the food they
buy, adequacy of these nutrients in their diet will result to good health. Hence,
students must learn to plan, select, prepare and serve simple but nutritious food
(Bernardino and lee, 2009).
School Canteen
The school canteen is a great place to promote an enjoyment of healthy
eating. For students who use the canteen regularly, the food purchased makes a
significant contribution to their total food intake and nutrition; therefore it makes
sense to ensure the best food possible is available to enhance their ability to learn
and take in the information presented to them in class.
The school canteen guidelines shall serve as a mechanism to support the
department’s response to the mandate of Article 2 of Republic Act No. 6938 to
create an atmosphere that is conducive to the growt hand development of

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cooperatives. Services should be the main consideration for operating a school
canteen. Profit shall only be secondary since the clientele is composed of pupils
who are dependent only on their meager allowance from their parents. Reporting
and accounting of the proceeds from the operation of a school canteen shall be
made by the parties concerned to emphasize transparency and accountability.
School canteens shall be of two types: (1) school-managed canteens and (2)
teachers cooperative-managed canteens. Both shall adhere to professional
management and sound business practices as well as to safety and security
measures.
According to (Adunna,2013) discussed that along the line of canteen
management is the need for an improvement system to boost not only sales but
also the efficiency of its operations. In addition to providing with nutritious and
affordable foods, the canteen should be based on good management practices and
be financially self-sustaining. Experience shows that, with good management and
marketing practices, a canteen can provide healthy foods and also be financially
viable. The canteen is a small business. Like any business, it requires good
management practices to be efficient and successful. Effective canteen
management requires that1 everyone involved knows its goals and objectives and
is familiar with its policies canteen staff and committee develop an
implementation plan to achieve policy goals day-to-day operational procedures are
structured and enforced staff are adequately trained and supervised staff carry out

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efficient stock management, accounting and financial procedures staff are familiar
with and comply with relevant legal requirements regarding food safety and
occupational health and safety standards.
School canteens may operate under a variety of management structures,
depending on the individual characteristics and needs of the school. Most canteens
in schools are run under the direction of, and are accountable to, the school
council. Schools may decide to provide a food service to students in several ways.
A formal management agreement detailing the terms and conditions of the
management structure should be drawn up and signed by the relevant management
parties, which will usually be the school council and principal, or the school
council or principal and private contractor.
Contracting a canteen business is not as new but contains several
procedures which need to be taken seriously for a more effective means of
negotiating an enterprise. The following pointers should help you in selecting a
good supplier. An ideal supplier1is located locally has been recommended by
other school canteens delivers frequently, and will do so at a convenient and
suitable time for the canteen delivers stock in good condition, for example ice-
cream which is always frozen and fruit and vegetables which are always fresh
delivers stock with the maximum shelf life follows appropriate storage, handling
and food safety requirements, such as adequate refrigeration for chilled and frozen
goods and shade and cover for fresh produce uses adequate packaging and

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handling procedures to ensure products are not damaged offers an adequate range
of products communicates well, keeping you informed of price changes, specials
and product availability offers competitive prices, as well as specials, discounts
and incentives offers taste-testing opportunities or free samples to trial provides
free promotional material in line with your healthy canteen policy, such as posters
promoting healthy food products offers incentives, such as equipment rewards
offers convenient and acceptable payment procedures, including method of
payment and settlement terms (Bensons, 2013).
Student’s Satisfaction
Students’ satisfaction can be defined as a short-term attitude resulting from
an evaluation of students’ educational experience, services and facilities. Earlier it
was measured by common satisfaction frameworks but later higher education
specify satisfaction models were developed. It is a positive antecedent of student
loyalty and is the result and outcome of an educational system (Zeithaml,2010).
Again Elliot & Shin define student satisfaction as students’ disposition by
subjective evaluation of educational outcomes and experience. Therefore, student
satisfaction can be defined as a function of relative level of experiences and
perceived performance about educational service during the study period, (Carey,
et al). By considering all, students’ satisfaction can be defined as a short-term
attitude resulting from an evaluation of students’ educational experience, services
and facilities.

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Hygiene and Sanitation
Hygiene and Sanitation are critical to health, survival, and development.
Basic sanitation is described as having access to facilities for the safe disposal of
human waste, as well as having the ability to maintain hygienic conditions.
Inspections of the canteens should be carried out at regular intervals and through
surprise checks by the Head of Office, members of the management committee
and the medical officer of the local medical establishment. The managing
committee should arrange to maintain a record of this inspections in the
inspections register/sanitary diary. A suggestion -cum-complaint book should also
be maintained in the canteen.
Canteen Management
A Canteen Management is a supplementary system that is provided by
organizations for their student’s or employees. Also it is a highly customized
solution designed specially by Limton for such organizations to improve their
management & costs.
Canlas' (2008) study is on the management and operation of food service
centers in State Universities and Colleges in region 3. The descriptive analytical
method was utilized. The study revealed the following findings: 1.50.79% or
majority of the managers had 1-5 trainings, while among service staff, no training
at all. 2. As to education, majority of managers and food service staff are

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graduates of four-years course. 3. As to work experience, 26.98% among
managers had 5-7 work experience and 32.66 % with food service staff. 4. As to
percentage of who operate and manage the canteen, 78% were being leased by
private individuals and the 12% were being operated by school operative and 10%
of SUCs in Region 3 were operated by school. 5. As to criteria by the rating:
almost always”, safety products, adequate water supply, personnel cleanliness and
hygiene were indicated. 6. As to criteria by the rating “seldom and never”,
supervision of a person knowledgeable in sanitary food handling, location and
ventilation, work habits, accessibility to delivery of entrance and exit as well as
drinking fountain were indicated. 7. Food service centers that were managed and
owned by the schools are found highly meeting the standard of food safety and
sanitary practices with a total of 10 out of 63. However, 42 out 63 are not meeting
food safety and sanitary practices and these are managed and leased by private
individuals.
Indicators that were rated very satisfactory by students and
faculty/personnel are: nutrition, service of hot and cold water, aesthetic, pricing,
lighting and ventilation, accurate order taking, promptness on giving bills and
change, and staff's responds to customer contains. Indicators that were rated
satisfactory are: palatability, variety of food served, innovativeness of recipes,
personnel attitude and values, courtesy and politeness/promptness of personnel,
counter service, delivery service, provision of nutrition and information board,

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toilets, urinals, lavatories, quality of food prepared, opening and closing time,
promptness of food served, special orders and requests, employees knowledge and
skills to serve customers, attention given to customers, menu options, specific
needs of customers and food service staff only 1 indicator was rated “fair” and it is
availability of fresh fruits served.
Canlas' study is an essential reference in this research because it showed the
general opinions of the customers when it comes to the food, facilities and
personnel of the food service centers of State Universities and Colleges in Region
3.
Caballero's (2009) study assessed the status of the food service of Bulacan
State University in terms of foods and services offered. Findings revealed that
respondents significantly disagree to the food as to the food and services offered
because the computed value is greater than the tabular Value of 1.960 at 0.05 level
of significants hence the hypothesis is rejected. A proposed cycle menu good for
the three months is provided to ensure that menu offerings are not repeated to
address the varied preferences of the clientele.
Gadais (2009) conducted a study on the comparative level of satisfaction in
relation to customer service between Jollibee and Mc Donald's. The descriptive
type of research was the method use in evaluating the level of satisfaction of the
customers. Survey questionnaires were distributed to 100 randomly selected HRM
students at a College in Fairview. Result showed the following: 1. on the number

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of times of visits at the two establishments at least twice a week. 2. in what made
the respondents decide to eat at either of the two establishment, it showed the
fifty-three percent (53%) on Jollibee and forty-nine percent (49%) on Mc Donald's
for accessibility, good service, and affordability, twenty-four percent (24%) and
twenty-three percent (23%), respectively for accessibility alone; fifteen percent
(15%) and nineteen percent (19%) respectively for good service alone; and, eight
percent (8%) and nine percent (9%), respectively for affordability alone. 3. When
it comes to level satisfaction of the customers in-relation to customer service, it
was found that for both establishment, respondents are satisfied. Sanitation and
ranked number one. However, cleanliness of table and comfort rooms were least
ranked (fairly satisfied). To offer fast and efficient service was ranked number one
suggestion by the respondents. Gadais' study revealed that factors like sanitation,
tables, and comfort rooms, and fast and efficient service satisfies and are important
to College students which part from the five dimension of service quality like
Tangible, empathy and responsiveness.
Related Studies
The study of (DonJun 2013) emphasizes on the need to effectively manage
the canteen stocks that he made the observation and recommendation that only one
person in the canteen should be responsible for ordering stock, which includes
foods, drinks, packaging, utensils, first aid and cleaning materials. Ideally this will

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be the canteen manager, or a person who oversees most of the canteen and has the
largest time involvement. Allocating this responsibility to only one person is
important as it prevents confusion and over ordering, maintains consistency and
ensures ma6imum efficiency. Canteens generally return higher profits when they
restrict the number of suppliers and range of stock. Restricting the number of
suppliers can be beneficial as it allows canteen staff to develop management
rapport with a supplier. This can also result in special services and treatment, such
as discounts and better quality of service. Minimizing the range of stock assists in
reducing slow turnover items, which can lead to spoilage. It will also allow you to
use employees and volunteers with less training given there are less products to
work with. 5oth of these practices will also result in more efficient ordering with
fewer orders needing to be placed. It is important to ensure that when minimizing
the range of stock in a canteen the range and variety of nutritious foods, such as
fruit and vegetables, is not reduced. Finally, never select food or drink products
that fail to reflect nutrition standards detailed in the canteen policy even if the
supplier can offer a lucrative deal, such as bargain prices or equipment rewards.
The ambiance is a big part in customer satisfaction. The decor, or ambiance, of
a restaurant works simultaneously with the quality of service and the quality of
food (Okada and Hoch 2004). Core benefits are the fundamental benefits that the
customer receives (Kotler 1998). These relate to the actual outcomes, or the core
service, as perceived by the customer. Tangible benefits are produced and

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consumed simultaneously through the interaction and encounter process in the
delivery of service. These benefits include the ambience and the physical
environment where the core benefits are provided.
According to (Bohl, 2012) , the focus was primarily on the factors which
makes up the ambient cue which are cleanliness of the restaurant and the scent that
lingers in the background and give a positive vibe to the customers. If the
atmosphere of the restaurant does not comfort the customers and they do not
return for another dining experience, the staff has not created a service that
satisfies the emotional, psychological and cognitive needs of the customers (Lin
2010).
In food buying behaviour have generally assumed that food purchasing elicits a
low level of cognitive response from consumers (Beharrell and Denison 1995).
This is based on observational research which has found typical grocery product
choices are made very quickly, using only a small proportion of the information
available to consumers on the product packaging and shelf tags (Moorman 1996;
Balasubramanian and Cole 2002; Food Standards Australia New Zealand 2007a;
Grunert et al. 2010). This will particularly be the case where consumers are
making repeat, habitual food purchases which make up the majority of food
decisions (Enright et al. 2010).
(Bertland 2013) was able to come up in his study that the conclusion that
the canteen needs to ensure that all canteen money can be accurately tracked at all

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times. Management of money involves1 running off cash registers at the end of
each trading period during the day 2if applicable4 counting money and balancing
cash registers at the end of each day maintaining a standard float banking each day
and keeping minimal money in the canteen accurately recording payment of all
orders and invoices accurately recording all cheques accurately recording all petty
cash expenses. It is recommended that all stock should be paid for by cheque or
electronic transfer, with petty cash being used only for the purchase of items of a
minor or unexpected nature. Only a small petty cash float should be kept. In order
for a canteen to be financially viable, income from selling food must either be
equal to or greater than the expenses involved in running the canteen. Accurate
costing of foods plays a very important part in determining income. A financially
successful canteen also requires efficient management of all canteen resources.
The following section details why it is important to: account for all canteen money
account for all stock determine the cost price of pre-packaged items and recipes
determine the selling price of pre-packaged items and recipes per serve.
According to Ariffin, Bibon and Raja Abdullah (2011, 35), concluded that
pleasant scent can either make or break a dining experience for customers.
Another research findings by Ryu and Jang (2007, 59) showed that the
background scent or the aroma by the cooked food triggers the customers on an
emotional level and enhance their dining experience.

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According to Deng et al (2009, 289), is very important part of the business
setup because business generates much revenue from the industry when the
customer is satisfied by the services being provided. Customer satisfaction refers
to the customer buying behavior and the utility he obtained using the product.
The smell system is much more open than the taste system and relies more
on learning (Rozin 2006). There are some innate taste biases: the preference for
sweet tastes (fruit) or fat, to avoid bitter (toxin s), or and a version to strong tastes
like salt or sour products. Sweet and fat preferences help in finding calorie - rich
food. A study by Deng (2010), concluded that occupation of customers has an
impact on customer satisfaction because those who are earning less or are in low
level job, are satisfied easily such as students, clerks etc. however, those who are
at higher level management position are pickier about the choices of food and
services been given to them.
In promoting healthy food choices, a major challenge is the trade-off
between taste and health. The nutritional content is generally found to be second to
taste in determining consumer food choices. When asking consumers, taste is
typically found to be the most, or amongst the most, important determinants of
food choice (Lennernas et al., 1997; Glanz et al., 1998). Taste, in turn, is enhanced
by ingredients that are over consumed by most consumers – sweeteners, salt and
fat (Drewnowski, 1997). Consumers may even have expectations that unhealthy
food (i.e. food high in fat, sweeteners and salt) tastes better: (Raghunathan et al.

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2006) show that consumers’ experienced taste pleasantness of food is higher for
food portrayed as unhealthy, compared to the exact same food when it is not
portrayed as unhealthy.
According to (Garan, 2013), the school-age child generally eats lunch t
school. The children may bring lunch from home or buy lunch at the school. Many
dietary problems stem from this independence in food choices. The children may
trade their food, not eat lunch at all, or buy sweets or Junk food with their lunch
money. Parents should discuss with the child the foods that they should eat and
continue to provide a balanced diet in the home setting. In this juncture, the
presence of good food at canteen services must be complied with specifically if
the snacks brought in from the child’s lunch boxes are improperly prepared at
home. The availability of food choices which can make children at school be
nutritionally good is a role that can never be compromised.
Synthesis
In the study of (Fernandez, 2013), it was assessed that the canteen
concessionaires have good solid waste management practices to be able to
maintain the cleanliness of the lunchroom. Regular cleaning and disinfecting of
the utensils is done every end of the day. Trash bins with covering are located at
the four corners of the canteen color coded as biodegradable and non-
biodegradable. These trash bins are unloaded everyday and sprayed with
disinfecting chemicals to avoid bacteria that may cause foul odor due to spoiled

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foods. Solid waste was removed daily by the local collectors to maintain
cleanliness within the school as a special arrangement between the canteen
concessionaires and the local collectors.
The study of (Babol, 2011), every school must provide provisions of
services that include availability of food stalls and lunch rooms where students can
have their food to eat which should be strategically located inside the school
premises. However, due to lack of training from the teachers and even from the
administration personnel considering as well the bulk of work in the school
operations and activities, it was found out that canteens must be taken care of by
professionals from the food and services business. The strategic plan includes the
creation of a committee to handle the overseeing and bidding of canteen
concessions including the assessment of it every year as a consideration in the
renewal of the contract. The committee will also be involved in the improvement
mechanism that the canteen needs for the benefit of the students.

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CHAPTER III
RESEARCH METHODOLOGY
This chapter presents the research design, the subject of the study, the data
gathering instrument, the data gathering procedure, the validation and reliability,
the ethical considerations and the statistical treatment of data in conducting the
study.
Research Design
Research design is a type of research method that is used when one wants
to get information on the current status of a person or an object. It is used to
describe what is in existence in respect to conditions or variables that are found in
a given situation. (Patricia M. Shields and Nandhini Rangarajan, 2013). According
to Calderon (2008), as cited by Alberto et al (2011), descriptive method is
also known as statistical research, it describes data and characteristics
about the population or phenomenon being studied. This method is used to
gather information in order to test hypothesis or to answer questions concerning
the currents status of the subject of the study. It was considered the appropriate
method for this study which sought to assess the level of student’s satisfaction on

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cafeteria services as perceived by senior high school students of Saint James
Academy. Such method shall also be suitable since the researcher used survey
questionnaires and various statistical procedures for conducting this investigation.
Participants of the Study
This study focused only on the senior high school students of Saint James
Academy in Ibaan, Batangas. The researchers chose senior high school students
because they are the one who can determine the level of student satisfaction on
cafeteria services as perceived by senior high school students. Students are
dissatisfied with the food quality, amount of serving, and price provided by the
cafeteria services. Price, and food quality are the important to determine the level
of students’ satisfaction in the school cafeteria. Other than food quality and price,
the cleanliness, the ambiance, interaction in between service provider and students
as well as service efficiency played very important role on meeting student
satisfaction in terms of service quality.
Food choices are often multifaceted, situational, dynamic, and complex.
Similarly as in adults, children's eating behaviors may suffer influences, among
others, of the environment. Patrick & Nicklas detailed the influencing aspects of
the physical environment as being: availability, easy access to foods and the
tendency of consuming large amounts when large servings are offered.

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There are 336 total population of senior high school students at Saint James
Academy. Out of those 336, only 20 were surveyed for pilot testing due to strict
policies of the entities and confidentiality of information.
Sampling Design
The researchers used the convenience sampling (also known as availability
sampling) is a specific type of non-probability sampling, a method that relies on
data collection from population members who are conveniently available to
participate in study.The researchers picked the sample wherever we can find them
and typically wherever is convenient. This study was done through collection of
data from the selected samples that responded to the researcher.
Data Gathering Instrument
The instrument used by the researcher was a survey questionnaire. It is
composed of questions gathered by the researcher through the use of internet. The
researchers designed the questionnaires to congregate the responses of the
respondents. The questionnaires were divided into two parts. The first part is
consist of the demographic profile of the respondents which include the strand,
religion, gender, year level and allowance. The second part is the level of
respondent’s satisfaction to the services of Saint James Academy cafeteria. The

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scale includes four columns with on top option 4 - (Strongly Agree) meansVery
Effective, 3 – (Agree) means Effective, 2 - (Disagree) means Least Effective, 1 -
(Strongly Disagree) means Not Effective.
The researchers presented the draft of the questionnaire to their adviser.
The adviser checked the validity of the instrument and for further improvements.
Afterwards, the instrument was presented to the faculty experts, industry experts,
statistician and grammarian for validation.
After the validation, the reliability of the questionnaire was tested through
dry-run survey. The researchers administered the questionnaires by personally
distributing it to the selected senior high school students in Saint James Academy.
The surveyed questionnaire achieved a reliability index of .855 which means that
the instrument used was consistent and accurate enough in proceeding. After the
reliability test, the researchers personally distributed the questionnaires to the
respondents. The respondents did not find difficulty in answering the questions
since they were given an option to answer the question by checking the box
provided which correspond to their answers.

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Table 1: Survey Questionnaire Specification
Variable Section Number of items
Demographic Variables 1 4
Satisfaction on Cafeteria 2 28
Services
Ambiance 2.1 4
Cleanliness 2.2 4
Nutritional Value 2.3 4
Taste of Food 2.4 3
Amount of Serving 2.5 3
Variety of Food 2.6 3
Customer Service 2.7 4
Price 2.8 3
Validation and Reliability
Validity is the credibility or believability of the research. Face
Validity ascertains that the measure appears to be assessing the intended construct
under study. Validity is foremost on the mind of those developing measures and
that genuine scientific measurement is foremost in the minds of those who seek
valid outcomes from assessment.

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Reliability is an important measure of performance of many systems,
subsystems, and components. The reliability of a device is defined to be the
probability that it will perform its intended functions satisfactorily for a specified
period of time under specified operating conditions. A test is seen as being reliable
when it can be used by a number of different researchers under stable conditions,
with consistent results and the results not varying. Reliability reflects consistency
and replicability over time. Furthermore, reliability is seen as the degree to which
a test is free from measurement errors, since the more measurement errors occur
the less reliable the test (Fraenkel&Wallen, 2003). This helps the researcher and
educator to make comparisons that are reliable. The more errors found in an
assessment the greater its unreliability, and visa versa. Reliability is a very
important factor in assessment, and is presented as an aspect contributing to
validity and not opposed to validity.
Data Gathering Procedure
In order to gather necessary for this study, the researchers conducted first a
dry-run survey at senior high school students at Saint James Academy to ensure
the reliability of the questionnaires constructed and validated by the panel of
experts and their adviser. The researchers distributed twenty (20) sample
questionnaires.

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However before the questionnaires were given to the senior high school
students, the researchers sought permission first from the principal and the
research professor through a formal letter of approval attached to each
questionnaire and explained the purpose of conducting this study and the
cooperation of the respondents for the validity of their answers. After the request
has been granted, the respondents answered the questionnaire and entertained the
further questions of the researchers.
The researchers distributed the questionnaires to the 20 respondents at Saint
James Academy and 20 of them responded. They secured the list of senior high
school students at Saint James Academy. They collected the questionnaire as soon
as the respondents were done answering. Consequently, for those who have no
time to entertain the researchers because they are busy on that day, the researchers
set a specific date when to collect the questionnaire. It took 1 week to retrieve all
the questionnaires. Moreover, the questionnaires that the researchers provided
were answered by the selected senior high school students.
. The respondents answered the question by checking the suitable column
that matched with their evaluation. The statements from questionnaire were taken
from the internet websites and scholarly works related to the study. The
researchers assured to the respondents that the answers provided will be treated for
academic purposes only and with utmost confidentiality.

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The use of technology was also a great help in gathering the most recent
information related to the topic. By the use of this, the researchers were able to
obtain and examine more articles, facts and researchers that were become valuable
in the study.
Ethical Considerations
Ethical Considerations can be specified as one of the most important parts
of the research. According to Bryman and Bell (2007) Research participants
should not be subjected to harm in any ways what so ever. Respect for the dignity
of research participants should be prioritized. Respondents should participate on
the basis of informed consent. The principle of informed consent involves
researchers providing sufficient information and assurances about taking part to
allow individuals to understand the implications of participation and to reach a
fully informed, considered and freely given decision about whether or not to do so,
without the exercise of any pressure.
Statistical Treatment of Data
For the qualitative data analysis of the variable of the study, descriptive
statistic had been primarily used so as the present description in manageable
forms. The content was analyzed in order to make sense of the phenomenon. In

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this study, the analysis of the data had used the descriptive statistical tools
consisted of percentage, weighted mean and the one way analysis of variance.
Percentage. This is used to relate a part to a whole. Frequency distribution
was evaluated in percentage. This was used to determine the demographic profile
of respondents in terms of strand, gender, year level, and allowance.
Weighted mean. This was used to determine the Level of Student’s
Satisfaction on Cafeteria Services as Perceived by Senior High School Students of
Saint James Academy in the aspects of Ambiance, Cleanliness, Nutritional Value,
Taste of Food, Amount of Serving, Variety of Food, Customer Service, and Price.
Table 2: Mean Interpretation
Mean
Variables Interpretation
Range
Taste Amount Variety

Ambiance Cleanliness Nutritional Customer Price
of of of
Value Service
Food serving Food
Scale Verbal Interpretation
3.26 - 4 Strongly Agree

4.00
2.51 - 3 Agree
3.25
1.76 - 2 Disagree
2.5
1.00 - 1 Strongly Disagree
1.75

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ANOVA. This was used to test claims involving three or more means. It
was used to determine if there are significant differences in the assessment on the
effectiveness of control environment when grouped according to nature of strand,
gender, year level, and allowance.

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CHAPTER IV
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
This chapter deals with the presentation, analysis and interpretation of data
from the respondents through questionnaires. The data presented were analyzed
and interpreted in response to the problem raised in the study. In order to have a
clear analysis and interpretations, tables are presented.
1. Demographic Profile of the Senior High School of Saint James
Academy
The group of respondents was composed of 180 senior high school students
of Saint James Academy in Ibaan, Batangas. The factors being considered in the
profile of the respondents were sex, grade level, strand and allowance. These are
all presented from Table 4.1.1 to 4.1.4
1.1 Sex
Table 1.1 presents the distribution of the profile of respondents as to the sex.

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Table 4.1.1
Distribution of Senior High School Students with Regards to Sex
Sex Frequency Percentage

Male 97 53.9
Female 83 46.1
Total 180 100
As shown in the table, male ranked first having a frequency of 97 or 57.9
percent. Then followed by female having a frequency of 83 or 46.1 percent.
It can be inferred from the findings that most of the respondents
belong to the population of male this regards to sex forms a big part on senior high
school students in Saint James Academy. This implies that the availability
sampling the researcher have done have chosen more males rather than female.
Therefore, male as a sex plays a vital part in finding the level of satisfaction on
cafeteria services as perceived by senior high school students of Saint James
Academy.
1.2 Grade Level
Table 1.2 presents the distribution of the profile of the respondents with
regards to grade level.

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Table 4.1.2
Distribution of Senior High School Student with Regards to Grade
Level
Senior High School Frequency Percentage

Level
Grade 11 83 46.1
Grade 12 97 53.9
Total 180 100
The table shows that most of the respondents were in the grade level of
Grade 11 having a frequency of 83 or 46.1 percent. Then followed by Grade 12
having a frequency of 97 or 53.9 percent.
It can be inferred from the findings that most of the respondents
belong to the population of Grade 12. This implies that the grade 12 senior high
school students are morely cooperate on the interview about the level of
satisfaction on cafeteria service rather than the grade 11 students in Saint James
Academy. Therefore, Grade 12 senior high school students as a grade level plays a
vital part in finding the level of satisfaction on cafeteria services as perceived by
senior high school students of Saint James Academy.

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1.3 Strand
regards to strand.
Table 4.1.3
Distribution of Senior High School Students with Regards to Strand
Strand Frequency Percentage

Science, Technology, 48 26.7
Engineering and
Mathematics
Accountancy and 89 49.4
Business Management
Humanities and Social 43 23.9
Sciences
Total 180 100
Clearly shown in the table, majority of the respondents are from Accountancy,
Business and Management having a frequency of 89 or 49.4 percent. Then
followed by Science, Technology, Engineering and Mathematics with frequency
of 48 or 26.7 percent then Humanities and Social Sciences having a frequency of
43 or 23.9 percent.
Majority of the strand in senior high school are the Accountancy, Business
and Management for having more population than the other two strands.
Therefore, most of the respondents are from the Accountancy, Business and
Management strand.

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1.3 Allowance
regards to allowance.
Table 4.1.4
Distribution of Senior High School students with Regards to
Allowance
Allowance Frequency Percentage

0-50 2 1.1
51-100 80 44.4
101-150 92 51.1
Others, Please specify: 6 3.3
Total 180 100
Based on the result of the survey, out of 180 respondents the highest frequency
came from the allowance are 101-150 with a frequency of 92 or 51.1 percent,
followed by the 51-100 having a frequency of 80 or 44.4 percent. Then the others
having a frequency of 6 or 3.3 percent and 0-50 with frequency of 2 or 1.1 percent.
It can be conclude based on the result that allowance 101-150 rank first in
regard with the allowance of every students.
2. Student Satisfaction to the Services of Saint James Academy
Cafeteria.
This shows the level of respondent’s satisfaction to the services of Saint James
Academy cafeteria. A satisfaction to the services of ambiance; cleanliness;

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nutritional value; taste of food; amount of serving; variety of food; customer
service; and price. The following tables and interpretations showed the results as
evaluated by the level of student of Saint James Academy.
2.1 Ambiance
Table 2.1 presents the respondent’s assessment on the level of student
satisfaction on cafeteria services as perceived by senior high school students of
Saint James Academy in terms of Ambiance.
Table 4.2.1
Students Satisfaction on Cafeteria Services in terms of Ambiance
Ambiance Weighted Verbal Rank
Mean Interpretation
1. The cafeteria has correct 2.68 Agree 3
temperature that is essential
to maintain food quality.
2. The cafeteria is attractive 2.78 Agree 2
and clean.
3. The staff appearance is 2.43 Disagree 4
presentable.
4. The designs of the place 2.88 Agree 1
are suited in the cafeteria.
Composite Mean 2.69 Agree
Table 4.2.1
The table 4.2.1 overall shows that the results of the respondents in terms of
ambiance scored a general composite mean of 2.69 and interpreted as “agree”. The
researcher’s analysis regarding the present data were overall good because it gains
the anticipated result of the study by the researchers. The Saint James Cafeteria

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the ability of an ambiance, that are considered as comfortable seating arrangement
that leave enough space for customer to move, or high quality design of the space
and building, and also the suitable music. The question that came to have the
highest weighted mean of 2.68 and interpreted as “agree” that the designs of the
place are suited in the cafeteria.
However, the item that got the lowest rank is in line with the capability of the
staff appearance is presentable with a weighted mean of 2.43 and signifies as
“disagree”.
The ambiance is a big part in customer satisfaction. The decor, or ambiance, of
a restaurant works simultaneously with the quality of service and the quality of
food (Okada and Hoch 2004). Core benefits are the fundamental benefits that the
customer receives (Kotler 1998). These relate to the actual outcomes, or the core
service, as perceived by the customer. Tangible benefits are produced and
consumed simultaneously through the interaction and encounter process in the
delivery of service. These benefits include the ambience and the physical
environment where the core benefits are provided.
According to (Bohl, 2012) , the focus was primarily on the factors which
makes up the ambient cue which are cleanliness of the restaurant and the scent that
lingers in the background and give a positive vibe to the customers. If the
atmosphere of the restaurant does not comfort the customers and they do not
return for another dining experience, the staff has not created a service that

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satisfies the emotional, psychological and cognitive needs of the customers (Lin
2010).
2.2 Cleanliness
Table 4.2.2 presents the level of respondent’s satisfaction to the services of
Saint James Academy cafeteria.
Table 4.2.2
Students Satisfaction on Cafeteria Services in terms of Cleanliness
Cleanliness Weighted Verbal Rank
Mean Interpretation
1. The Cafeteria premises 2.73 Agree 1

are tidy.
2. The utensils are clean. 2.73 Agree 1
3. The facilities are clean. 2.73 Agree 1
4. The tables and the 2.49 Disagree 2

place are always tidy.
Table 4.2.2 overall shows that the results of the respondents in terms of
cleanliness scored a general composite mean of 2.67 and interpreted as “agree”.
The researcher’s analysis regarding the present data were overall good because it
gains the anticipated result of the study by the researchers. The Saint James
Cafeteria’s cleanliness, as to be used in the study, it refers to the degree which
people keep themselves and their surroundings clean. The question that came to

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have the highest weighted mean of 2.73 and interpreted as “agree” that the
cafeteria premises are tidy, utensils are clean and facilities are clean.
However, the item that got the lowest rank is in line with the capability ofthe
tables and the place are always tidy with a weighted mean of 2.49 and signifies as
“disagree”.
According to Ariffin, Bibon and Raja Abdullah (2011, 35), concluded that
pleasant scent can either make or break a dining experience for customers.
Another research findings by Ryu and Jang (2007, 59) showed that the
background scent or the aroma by the cooked food triggers the customers on an
emotional level and enhance their dining experience.
According to Deng et al (2009, 289), is very important part of the business
setup because business generates much revenue from the industry when the
customer is satisfied by the services being provided. Customer satisfaction refers
to the customer buying behavior and the utility he obtained using the product.
2.3 Nutritional Value

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Table 4.2.3
Students Satisfaction on Cafeteria Services in terms of Nutritional
Value
Nutritional Value Weighted Verbal Rank
Mean Interpretation
1. The Cafeteria complies 2.75 Agree 3

with the rules in
Nutritional quality.
2. High cost food with 2.66 Agree 4
some consideration on the
nutritional value.
3. High cost food without 2.83 Agree 1
consideration on the food
nutrients.
4. High cost food even if it 2.77 Agree 2
is junk food.
nutritional value and it scored a general composite mean of 2.75 and interpreted as
“agree”. The researcher’s analysis regarding the present data were overall good
because it gains the anticipated result of the study by the researchers. The Saint
James Cafeteria has nutritional values on the food they served in every meal so
that the students got their nutritional needs that will support them in studying. The
question that came to have the highest weighted mean of 2.83 and interpreted as
“agree” that food has high cost even if it is junk food.

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However, the item that got the lowest rank is in line with the capability of the
high cost food with some consideration on the nutritional value with a weighted
mean of 2.66 and signifies as “agree”.
In food buying behaviour have generally assumed that food purchasing elicits a
low level of cognitive response from consumers (Beharrell and Denison 1995).
This is based on observational research which has found typical grocery product
choices are made very quickly, using only a small proportion of the information
available to consumers on the product packaging and shelf tags (Moorman 1996;
Balasubramanian and Cole 2002; Food Standards Australia New Zealand 2007a;
Grunert et al. 2010). This will particularly be the case where consumers are
making repeat, habitual food purchases which make up the majority of food
decisions (Enright et al. 2010).
2.4 Taste of Food

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Table 4.2.4
Students Satisfaction on Cafeteria Services in terms of Taste of Food
Taste of Food Weighted Verbal Rank
Mean Interpretation
1. The food being served 2.85 Agree 2

are delicious.
2. The sweetness of food 2.72 Agree 3
has the exact amount.
3. The food is not bland. 2.96 Agree 1
Composite Mean 8.53 Strongly Agree
nutritional value and it scored a general composite mean of 8.53 and interpreted as
“strongly agree”. The researcher’s analysis regarding the present data were overall
good because it gains the anticipated result of the study by the researchers. The
Saint James Cafeteria has good taste of food that is being served to the students.
The question that came to have the highest weighted mean of 2.96 and interpreted
as “agree” the food is not bland.
However, the item that got the lowest rank is in line with the capability of
the sweetness of food has the exact amount with a weighted mean of 2.72 and
signifies as “agree”.
The smell system is much more open than the taste system and relies more
on learning (Rozin 2006). There are some innate taste biases: the preference for

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sweet tastes (fruit) or fat, to avoid bitter (toxin s), or and a version to strong tastes
like salt or sour products. Sweet and fat preferences help in finding calorie - rich
food. A study by Deng (2010), concluded that occupation of customers has an
impact on customer satisfaction because those who are earning less or are in low
level job, are satisfied easily such as students, clerks etc. however, those who are
at higher level management position are pickier about the choices of food and
services been given to them.
In promoting healthy food choices, a major challenge is the trade-off
between taste and health. The nutritional content is generally found to be second to
taste in determining consumer food choices. When asking consumers, taste is
typically found to be the most, or amongst the most, important determinants of
food choice (Lennernas et al., 1997; Glanz et al., 1998). Taste, in turn, is enhanced
by ingredients that are over consumed by most consumers – sweeteners, salt and
fat (Drewnowski, 1997). Consumers may even have expectations that unhealthy
food (i.e. food high in fat, sweeteners and salt) tastes better: (Raghunathan et al.
2006) show that consumers’ experienced taste pleasantness of food is higher for
food portrayed as unhealthy, compared to the exact same food when it is not
portrayed as unhealthy.

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CHAPTER V
FINDINGS, CONCLUSION AND RECOMMENDATION
This chapter summarizes the study by highlighting the research conducted
on the topic. The conclusions given were drawn from the outcomes of the research
and observations on the level of student satisfaction on cafeteria services as
perceived by senior high school students of Saint James Academy. The
respondents composed of students of senior high school. Moreover,
recommendations were based from the findings and conclusion of the study.
Summary
The study was entitled “Level of Student Satisfaction on Cafeteria Services
as Perceived by Senior High School Students of Saint James Academy”. The study
aimed to determine the profile of the respondents in terms of sex, grade level,
strand and allowance. Also, it sought to assess the level of student satisfaction on
cafeteria services as perceived by senior high school students. In addition the
study aimed to know the significant relationship between the profile of the
respondents and the assessment on the level of student satisfaction on cafeteria
services as perceived by senior high school students. Moreover, the study
identified the level of satisfaction on cafeteria services as perceived by senior high
school students of Saint James Academy.

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In addition, the study assessed the level of student satisfaction with regard
to ambiance, cleanliness, nutritional value, taste of food, amount of serving,
variety of food, customer service and price. Also, the problem have been identified
and would like to determine the plan or approaches that may be proposed to
address these common problems come by cafeteria services. Furthermore, the
study used descriptive method because it goes beyond mere gathering and
tabulation of data but also involves the interpretation of the meaning or
significance of what is described that will test hypothesis and answer the question
regarding the current study. Also, the survey questionnaire had been used as the
mean data instrument. The statistical tools used in analysis of data were
percentage, frequency, weighted mean and analysis of variance (ANOVA).
Findings
Based on the result of the study, the researchers came up with the following
findings:
1. Majority of the senior high school students with regard to sex is in the male
a frequency of 97 or 53.9 percent. This is followed by the female having a
frequency of 83 or 46.1 percent. With regard to grade level most of the
respondents were in the grade 12 with a frequency of 97 or 53.9 percent
while in grade 11 with a frequency of 83 or 46.1 percent. Moreover,
majority of the respondents from Accountancy, Business and Management

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having a frequency of 89 or 49.4 percent. Then followed by Science,
Technology, Engineering and Mathematics with frequency of 48 or 26.7
percent then Humanities and Social Sciences having a frequency of 43 or
23.9 percent.Furthermore based on the result of the survey out of 180
respondents the highest frequency came from the allowance are 101-150
with a frequency of 92 or 51.1 percent, followed by the 51-100 having a
frequency of 80 or 44.4 percent. Then the others having a frequency of 6 or
3.3 percent and 0-50 with frequency of 2 or 1.1 percent.
2. Based from the data gathered, On Saint James Academy Senior High
School Students,53.9% from the Grade 12 population and 46% of the total
respondents belong to the Grade 11 population, It indicates that the Grade
12 students are mostly eating in the University Cafeteria. Therefore, Grade
12 senior high school students as a grade level plays a vital part in finding
the level of satisfaction on cafeteria services as perceived by senior high
school students of Saint James Academy.
3. Majority of the respondents are from Accountancy and business
management strand having a frequency of 89 and 49.4 percent Business and
Management having a frequency of 89 or 49.4 percent. Then followed by
Science, Technology, Engineering and Mathematics with frequency of 48
or 26.7 percent then Humanities and Social Sciences having a frequency of
43 or 23.9 percent. Majority of the strand in senior high school are the
Accountancy, Business and Management for having more population than

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the other two strands. Therefore, most of the respondents are from the
Accountancy, Business and Management strand.
4. The researchers found out that senior high school in Saint James Academy
have different level of satisfaction on cafeteria services. Therefore it was
suggested that the cafeteria need to improve their services and continue to
develop a strategies that could help the cafeteria to improve. The strategies
formulated by the researcher’s endeavors to either improve or adapt to
changes in the cafeteria services in the future.
Conclusion
From the findings, the following conclusions were drawn:
1. In terms of the personal variables, majority of the respondents are female.
With the total number of respondents it has difference as to gender, the
result signifies that there are more females who emphasizing learning than
males. Majority of the respondents are from the section of St. Joseph with
27 students followed by St. Paul with 26 students, St. John the Baptist with
25 students and St. Peter with 24 students. This shows that the respondents
of the study was came from different sections. In terms of general average
for the first grading period the respondents received a general average
ranging from 85-89% and occupied a percentage of 50 %. This can be
observed that majority of the students were above average learners and
perform in a higher level of intelligence and skills than average learners.

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2. Level of satisfaction shows effective control of cafeteria services with
regards to ambiance, cleanliness, taste of value, amount of serving, variety
of food, customer service, price and nutrional value.
3. As a result of assessing the level of satisfaction on cafeteria services as
perceived by senior high school students of Saint James Academy. On the
contrary, the other components namely ambiance, cleanliness, taste of
value, amount of serving, variety of food, customer service, price and
nutritional value.
4. Based on findings, the researchers recommended a strategic management
plan to the school administration to successfully achieve set goals and to
serve a good quality of food service. Consultation from the Guidance and
Counseling Office must be regularly conducted do that assistance from the
said office is always at hand to achieve a well disciplined and more
effective learning. The cafeteria staff should have a good train or
performance in serving foods to maintain a good quality of service that will
give nutritional needs of students that will help them to support their
educational works and achievements.
Recommendation
Based on the findings presented, the following conclusions were drawn:
1. Students satisfaction can only be achieved if the services offered are well
systematized and prioritized.

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2. As to hygiene and sanitation, SJA cafeteria observed hygiene and sanitation
on other areas but with identified shortcomings on other aspects.
3. Students service among SJA cafeteria was adequately observed to meet the
demands of the students though there were identified weaknesses that need
certain degree of consideration and attention.
4. The cafeteria staff should have proper training and experience on handling
services.
5. Wearing proper or appropriate uniform inside the campus that will make
them easily to recognize that they are part of staff of school cafeteria.

Saint James Academy
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Saint James Academy
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Saint James Academy

Accountancy, Business and Management

ELLAGA, Raymond Allen A.

Oblates of Saint Joseph Schools

This research entitled “STUDENT SATISFACTION ON CAFETERIA

SERVICES AS PERCEIVED BY SENIOR HIGH SCHOOL

STUDENTS OF SAINT JAMES ACADEMY” prepared and submitted by

ANDAL, VENESSA G., ELLAGA, RAYMOND ALLEN A., ESPLAGO,

THROY H., and PUREZA, JHON DHEL S. in partial fulfillment of the

HECZEL B. MIÑAS, RN PhD

VON CHESTER O. CALABIA

Final Defense taken on _____________________

Oblates of Saint Joseph Schools

testing the proposed hypotheses via a structured self-administered questionnaire. A

for future research are also indicated.

Oblates of Saint Joseph Schools

suggestions, and assistance in various ways toward s preparation and completion

To the respondents of this quantitative research, the grade eleven students

the data and valuable information needed;

and completion of this paper.

Above all, to our DIVINE PROVIDENCE who granted me spiritual,

in the eyes of the reader.

Oblates of Saint Joseph Schools

inspired and guided us to make this masterpiece possible.

To our Greatest research advisor, validators, principal, adviser, other

understanding in doing this paper.

source of my knowledge, skills and abilities.

Oblates of Saint Joseph Schools

I. THE PROBLEM AND ITS BACKGROUND

Statement of the Problem

Significance of the Study

Scope and Delimitations

II. REVIEW OF RELATED LITERATURE AND STUDIES

Review of related studies

Oblates of Saint Joseph Schools

Participants of the Study

Data Gathering Instrument

Validity and Reliability of the instrument

Data Gathering Procedure

Statistical Treatment of Data

IV. PRESENTATION, ANALYSIS AND

V. FINDINGS, CONCLUSION AND RECOMMENDATION

Oblates of Saint Joseph Schools

THE PROBLEM AND ITS BAGKGROUND

Perspective of students played important roles to measure the service

performance of the cafeteria. Canteen is a placed where foods are served in a

students’ judgments in Saint James Academy cafeteria is important in order to

achieve success of a cafeteria in any higher learning institution. The efficiency of

students as well as service efficiency played very important role on meeting

performance and ambience of the Saint James Academy cafeteria especially

during break time.

Oblates of Saint Joseph Schools

with students' satisfaction.

satisfaction, the study also attempts to identify the actions to be undertaken to

consider before buying a product from the canteen.

food services as an integral part of the school program. It is imperative therefore,

Oblates of Saint Joseph Schools

the canteen is mismanaged by a group or an individual. The canteen, in its mission

Conceptual /Theoretical Framework

This study was conducted to determine the level of student’s satisfaction on

Saint James Academy cafeteria services. The demographic profile of respondents

in Saint James Academy cafeteria in terms of ambience, cleanliness, taste of food,