Department of Education

Region VI – Western Visayas

Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

CHAPTER 1

INTRODUCTION

A canteen is a place where food is to be served and eaten, where different Snack

and drink products are sold. A school utilizes a canteen to meet the food and Nutritional

needs of its students in order for them to have the energy in to accomplish the task that

they would do for the day. The canteen staff or personnel are the people who run the

canteen. They are the ones who interact with the students and ask for their order. They

are the ones who serve the students their meal. They are responsible for keeping the

facility in a proper shape so that the students are able to feel satisfied about the

environment. The products that are commonly sold in the canteen are junk foods,

biscuits, different kinds of beverages, and meals. Food plays a big role in a student’s

daily life. This is where the students get their energy to have the ability to work their

body and minds and overcome the challenges the school has to offer.

This study mainly focuses on the level of satisfaction of the Grade 9 students of

Holy Angel School of Caloocan when it comes to the flood and services of the school’s

canteen. We have chosen to study this topic because as students, we need a place

where we are able to feel comfortable and satisfied during break times. Therefore, we

thought that studying the canteen’s food and services is very relevant and beneficial to

whoever may come across our research.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

STATEMENT OF THE PROBLEM

This research aims to know the level of satisfaction of the Grade 10 students

regarding the canteen’s service in Bo. Obrero National High School.

This research aims to answer the following questions:

1. The facilities Of Canteen are well maintained?

2. What approach of the canteen service makes students feel satisfied?

3. What do the students consider before buying a product from the

canteen?

4. The food served that satisfies the students most are healthy vegetable

foods with.

5. How often the students eat in canteen?

HYPOTHESES

1. There is no significant difference in the level of satisfaction of

the Grade 10 students regarding the canteen’s services in Bo.

Obrero National High School.

2. There is significant difference in the level of satisfaction of the

Grade 10 students regarding the canteen’s services in Bo.

Obrero National High School.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

SIGNIFICANCE OF THE RESEARCH

For the Students

This research would help to have a detailed analysis of satisfaction of the

canteen service and food. The results would give knowledge and ideas about their

schoolmates’ level of satisfaction and they would be able to evaluate on their own.

For the Parents

This research would give the parents knowledge about their children’s level of

satisfaction in the canteen’s service and food. They would be aware of how the canteen

staff treats their children and how the food that their children consume affects them.

For the School Management

This research would help give the school a detailed description about the

canteen’s service and food. The results may give them new ideas and motivations for

change and improvement. It might also help enhance the relationship of the school and

students.

SCOPE AND LIMITATIONS

The scope of this research is only about the Level of Satisfaction on the School

Canteen’s service and food of the Grade 10 students of Bo.Obrero National High School.

This includes the food that satisfies the students, the service attributes, the variety of

products, and the canteen facility.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

The limitation of this research is the Grade 10 students of Bo.Obrero National

High School who were randomly chosen to answer the researcher’s questionn

DEFINITION OF TERMS

1. Canteen – a place provided by schools where student can buy and eat food

products and meals.

2. Product – anything that the canteen may sell to the students.

3. Price – the value of the canteen’s product in exchange for currency.

4. Canteen Personnel – the people who run the canteen and maintains the

facilities.

5. Canteen Facility – the physical equipment’s that the staff and students use.

6. Service Attributes – the serving approach of a server towards its customer.

7. Variety – having different choices among the products.

8. Satisfaction – contentment/fulfillment of one’s wants/needs..

9. Meal – a large amount of food consisting of ingredients that can fulfill hunger.

10.Utensils – a tool commonly used for cooking and eating.

Chapter 2

REVIEWS OF RELATED LITERATURE AND STUDIES

Local Literature

As we all know, food is a basic necessity for a person. Food is one of the basic

needs that we must obtain in order to fulfill our hunger. Food does not only end the
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

hunger but it also gives the much needed vitamins and nutrients for our body to

function and develop properly. According to Ginger Arboleda (2010), she said that food

industries are inevitable especially in a country of endless works. We need a place where

we can eat while we work and study. A school is a place where there are many activities

that uses up its student’s energy. A school provides a canteen as a place where students

can eat and relax and regain the energy for the rest of the day. She also said that

ambiance and atmosphere is a very important attribute that a canteen must have.

In running a canteen, there are certain rules to be followed. There must be a potable

drinking water and facilities for washing, a clean and ventilated environment, food

covers and containers to maintain its cleanliness and for safekeeping. These rules would

help in making students comfortable and satisfied especially when it comes to food

safety standards.(DepEd, 2007)

A canteen is a reflection of how the university valued its people. The canteen reflects

how well the universities, in this case how the schools gives importance to the people

that has a connection to it. The more the canteen grows and develop, means it holds

much more value to the people under its grasp. The canteen is not just a place to eat, it

is a place to socialize, to study, to relax and take a break from work.

A canteen not only matters in its function to sell different kinds of food, but its ability to

make students socialize and develop friendships, to be a study place

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

for people where they can maintain mental power, and a place to just sit back, relax and

take a break from all the school works. (Adel Tamano , 2011)

Foreign Literature

According to Dana (2016) she stated that Nutrition is very relevant in improving a

student’s ability to learn. It is very important to choose the right and proper equipments

to be used in preparing the food for the students as well as the equipments the students

will use. Having properly prepared food will boost the satisfaction of the student.

The State Government of Victoria (2016) said that school canteens and other

school food services are important educational resources. They have an important role

in the provision of food to students and the school community as well as being an

integral part of the school environment .The school canteen should reflect the

educational goals of the school and support and complement student learning. When

consumed daily, the food provided through the school canteen may comprise a third of

a student’s total daily intake and have a significant influence on their health and

nutrition. This shows how important the school canteen is and how it plays its role on

the students’ daily lives. It is said the canteen reflects the educational goals of the

school, so it means the more the canteen is well manage then the more its goals and

values are being uphold.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

According to the State Government of Victoria (2016), the proper ways of

managing a school is by properly determining the product, price, place ,and promotion .

Place means it is the environment of the canteen in which the foods and drinks are

arranged in order to be sold properly. The demeanour of the canteen must be properly

upheld in order to maintain the canteen’s image in a positive or good way. The canteen

must be an attractive place. It must be appealing to the people in order to attract more

customers. It must be well maintained in order to remain its ambiance and make the

people who visits it enjoy their time. In creating the layout, design and appearance of

the canteen, consider if it has plenty of room and space, it is easily accessed by the

people, and must be well maintained. One of the most looked factor of a canteen is the

price. Price is the amount of money expected, required, or given in payment for

something. The canteen must ensure that they offer a selection of low-cost items that

can fill the hunger of the students and ensure their vitamin needs. They must offer

students products that they can buy with their small change/pocket money. Promotion is

the further development or growth of something .The school canteen must promote by

properly communicating with the customers and encourage them in buying foods that

are healthy. Promotions can be simple and positive that is concerned only with the

health of the students. When we consider a certain product, we must also include the

image of the canteen as a whole and not just the sold item itself. We consider the

canteen’s environment, way of product promotion, and the relationship of the canteen

to the school community.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

Having a large array of goods can easily attract customers. “Wide Variety” is a

type of merchandising strategy where a retailer stocks a large number of different

products and offers many choices which may become a motivation for consumers to

buy products. (Investopedia)

According to Sally Santacruz (2016), food storage is extremely important, the food

stored that are waiting for use can be breeding grounds for bacteria if they are not

properly stored. Sealed containers should be used when keeping items and properly

refrigerated before they reach temperatures in the danger zones.

4000 students were surveyed across 10 community colleges nationwide found

that more than half suffered from some level of food insecurity. A full 22% said that

they limit and skip meals because they could not afford to eat. (EAB, 2016)

Local Studies

Schools are the best places in implementing solutions to the problems in nutrition

since the students, teenagers, and young adults spend more time in school than being

at home. This means they eat more in school rather than at home. This statement

shows how important that the canteens must satisfy the students because it shows that

they spend more time eating in school than at their own homes. (Cartagena, 2014)
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

According to Arlen Maniquiz (2009), she said that the effectiveness of the

cafeteria management does not only reflect the quality of its food but also it is reflected

by the quality of its service. Quality service that are characterized by being courteous,

friendly, democratic, and fair. In this statement, it shows the characteristics that can

satisfy the students when it comes to service.

In the research conducted by the students Tarlac State University, the authors

recommended that good ambience, cleanliness, and taste of food are the main

satisfactory condition that students look for. The factor that most students are

dissatisfied with is the price. They recommended that the school canteen understand the

situation of the students that they cannot afford the price of their food on a regular

basis and offer the “AMBULA” to give the students an option for their foods. (Yumul,

Longga, Dimmal, Mariano, Sotto, and Pangilinan, 2014)

The following terms used may be the possible factors that students consider in

their level of satisfaction.

 Affordability-refers to the extent to which something is affordable, as

measured by its cost relative to the amount that the purchaser is able to pay.

 Ambiance-refers to the feeling or mood associated with a particular place,

person, or thing.
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

 Cleanliness- refers to the degree to which people keep themselves and their

surroundings clean.

 Customer Service-refers to the process of ensuring customer satisfaction

with a product or service

 Facilities-refers to something such as an additional service provided by an

organization or an extra feature on a machine which is useful but not essential

 Price- refers to the quantity of payment or compensation given by one party to

another in return for goods of services.

Service Quality – refers to a business with high service quality will meet

customer needs while remaining

 Students-refers to expressed opinions of students about the service they

receive as students.

 Student’s Satisfaction- refers on the scores responded by surveying

students.

Foreign Studies

Consumer satisfaction has been conceptualized as either an emotion or

cognitive response to the service. Satisfaction as defined, it concedes many

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

emotional response. When it comes to emotional basis in satisfaction, it is

confirmed by the consumer response. 77.3% used affective responses in

describing satisfaction and 64 % of the personal interviews actually changed

the question term ‘satisfaction into a more affective one. Literature and

consumers recognized that this affective response varies in intensity which

depends on the situation. (Giese and Cote, 2002)

Customer satisfaction is defined as a state of mind in which the

customer’s needs, wants, and expectations throughout the product of service

life haven been met or exceeded, resulting in future repurchase and loyalty.

Some researchers have supported the idea that satisfaction can be measured

from a perspective of evaluating performance, making inclusions of

disconfirmation processes. Satisfaction not only consists cognitive elements but

includes emotional elements in determining customer satisfaction. (Anton 1996)

Canteen service is one of the welfare activities that the Government of

India provided to its defence forces and their families. The canteen has many

effects on the living standard of the defence personnel. The idea of canteen is

founded way back in the early twentieth century. Its sole purpose was to

provide food and a facility to the British Troops stationed in India. The canteens

played their role in uplifting the standard of living of the defence personnel by

giving their 50 percent of the remaining profit towards providing safe and

secure environment for shopping, lowering market product prices, and boosting

the morale by making them exclusive consumer of largest retail network of

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

India. The canteen had many different importance back then. They not only sell

food buy they helped the society to function more properly in order to grow

and develop more. (Bhardwaj, 2011)

Chapter 3

RESEARCH METHODOLOGY

This chapter shows the methods and techniques used by the researchers for the

study. This chapter also contains the population and description of the respondents, the

statistical tools, and the data gathering procedure.

Research Method

The research method that the researchers used was the descriptive method.

Descriptive method is a type of research method where the research describes the

characteristics of a population or phenomenon being studied. According to Porto (2013)

“descriptive method involves collecting data in order to get the test hypothesis or to

answer the questions concerning the current status of the study”.

Population, Sample Size, and Sampling Technique

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

The data collection of this research was conducted in Bo.Obrero National High

School in the academic year 2019-2020.The research used 30 samples which is

considered as the common sample in statistics.

Table 1

Frequency and Distribution of the Respondents

Grade and Population Responden Percentage

Section ts
10-Garnet 29 10 34
10-Sapphire 30 10 33
10-Diamond 31 10 33
Total 90 30 100

The respondents are the Grade 10 students with 3 sections and a total population

size of 90. The researchers got the average by dividing the number of respondents by

the total number of respondents. The researchers got the percentage by multiplying the

average to 100.

Description of the respondents

The respondents of this study were the Grade 10 students of Bo.Obrero National

High School for the academic year of 2019-2020.

Research Instrument

The research utilized a survey form questionnaire containing 10 questions.

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

The questionnaire focused in knowing the Level of Satisfaction of the Canteen Food and

Services of the Grade 10 students of Bo.Obrero National High School. The sampling

technique used by the researchers was the simple random sampling where the

researchers chose a sample for a study where each individual is chosen entirely by

chance. The respondents were measured using the Likert 5-point scale.

Data Gathering Procedure

The researchers asked permission to the teachers in-charge of the Grade 10

sections from the school Bo. Obrero National High School to conduct a survey. After

gaining permission, the researchers conducted a survey questionnaire to the students

randomly chosen to answer the questionnaires. The researchers then collected the data

and analyzed it. After analyzing the data, the researchers tallied and tabulated the

gathered data and proceeded to interpret it.

Statistical Treatment of the Data

After the researchers collected and analyzed the data, they were properly coded

in preparation for the computation.

The following statistical tools were used:

1. Mean is the sum of all the numbers and divided by how many numbers there

are, where ∑X is the summation of all sample and n is the population size
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

x́=
∑x
n

2. Percentage is a rate, number, or amount in each hundred where x is the sample

and n is the population size.

x
%= ×100
n

3. The researcher used non parametric test which is Kruskal-Wallis test to analyze

the date.

Chapter 4

Presentation, Analysis and Interpretation of Data

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

Chapter 5

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

This chapter contains the summary of findings, the conclusion for the problems,

and the researcher’s recommendations.

SUMMARY OF FINDINGS

1. The food served that satisfies the students is Egg with the highest percentage

which is 20%.

2. The product that have sufficient variety to choose from is the drink products with

the highest percentage which is 40%

3. The facilities that are well maintained is the storage area with 40%, followed by

the tables with 30%.

4. The approach that makes the students satisfied the most is the fast service

approach with 57%

5. The factor that students consider the most before buying a product is price with

40%, followed by availability with 30%

 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

CONCLUSIONS

1. The food serve that satisfies students are not healthy.

2. According to the respondents the products with the most variety is Drink

products and the biscuit products are the products with the most sufficient

variety.

3. The facility that is well maintained the most is the Counter and the tables are

second only.

4. The serving attribute that satisfies students the most is not the kind and pleasant

approach but the approach fast service approach and second is serving with a

smile.

5. The price is the most considered factor when buying a product.

RECOMMENDATIONS

1. The canteen personnel should make the healthy vegetable meals creative to

attract the students and satisfy them.

2. The canteen personnel should add more variety of choices like bread and

pastry products.
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

3. Both canteen personnel and students should keep the canteen facilities clean

and well maintained. The students should always keep the tables clean and

should be careful while using the chairs. The canteen personnel must always

inspect the canteen facilities and make sure to clean it when it gets dirty.

4. The canteen personnel should focus in serving the students fast and with a

smile to make them satisfied with their serving approach.

5. The canteen should slightly lower the price of the products that they sell.
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

BIBLIOGRAPHY

 State Government of Victoria (2016). “Healthy Canteen Kit” retrieved from

www.education.vic.gov.au

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 Dana (2016, January 7) “The quality of cafeteria equipment is just as importance

as the food itself” retrieved from www.student food.ca

 Arboleda (2010, July 13) “Food Service Industry in the Philippines” retrieved

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 DepEd (2007, February 6) “Revised Implementing Guidelines on the Operation

and Management of School Canteens in Public Elementary and Secondary

Schools” retrieved from www.deped.gov.ph

 Anton(1996) “Customer Satisfaction” retrieved from www.faculty.ksu.edu.sa

 Cartagena (2014) “Are the foods and drinks in your school canteen healthy? An

Assessment of the Nutritional Value of the Foods and Drinks sold at the School

Canteens of De La Salle Araneta University” retrieved from www.dlsu.edu.ph

 Tamano (2011, September 4) “Governance lessons from a canteen” retrieved

from www.philstar.com

 Bhardwaj (2011) “Canteen Services: A study on the canteen services and its

effect on the living standard of defence personnel” retrieved from

www.academia.edu
 Department of Education
Region VI – Western Visayas
Division of Iloilo City
BO. OBRERO NATIONAL HIGH SCHOOL
Dama de Noche St. Bo. Obrero, Lapaz, Iloilo City

 Giese and Cote (2002) “Defining Consumer Satisfaction” retrieved from

www.proserv.nu

 Maniquiz (2009) “Canteen Administration and Operation at Maysan National

Highschool:An assessment” retrieved from scribd.com

 Yumul, Longga, Dimmal, Mariano, Sotto, and Pangilinan (2014) “Level of

Student’s Satisfaction of TSU Cafeteria Services” retrieved from www.scribd.com

 Santacruz (2016) “Food safety for school canteens” retrieved from

www.foodsafety.com.au.

 Investopedia “Wide Variety” retrieved from www.investopedia.com

 EAB (2016, January 19) “ These are kids who are working full time and going to

college and still hungry” retrieved from www.eab.com