LEVELS OF STUDENTS SATISFACTION

IN SMA CANTEEN SERVICESz

Researchers:

Angelica Banga

Mabelle Joy Pinca

Irish Mae Unay

Mayfer Jen Sampaga

Mike Danielle Dugan

 Chapter I

INTRODUCTION

Background of the Study

All of the school have food service operations that

are providing many varieties of food options and

delivering healthy and tasty ingredients in a way that

please the students. Food items sold in and around the

school during school hours or recess play a special role

in school because it provides refreshment and fulfils

energy requirement of students. It has an impact on

curricular and co-curricular activities and well-being of

the student and school community.

In response to the demand of the student as a

customer base that is in diverse in demographic

characteristics such as; age, cultural background,

educational experience and eating habits. School food

services have experienced many changes in the recent

years. The management styles, menu concept, payment

method and service styles are affected due to the

response of the demands. 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 student’s satisfaction. The satisfaction of the

students about the service they should receive from

institutional food service and today they are more

sophisticated and are exposed at an early age to variety

of dining experience including ambiance, cleanliness,

taste of food, amount serving, and variety of food,

customer service, .price and nutritional value of food

services. This factors have influenced the attributes

students use to evaluate institutional food service

The school is strongly committed to support student

health and physical wellbeing. As Plato said “a sound

mind is a sound body”. The establishment and operations

of school canteen is important in developing this

commitment.

Objectives of the Study

This study aims at determining the levels of student

satisfaction in SMA canteen services, Specifically it

tries to;

1. Determining the demographic profile of the

students in terms of the following:

a) Religion

b) Gender
 c) Year Level

d) Allowance

2. Identify the student’s satisfaction to the

service of SMA canteen as to the following:

a) Ambiance

b) Variety of food

c) Price

3. Identify the actions to be undertaken to improve

SMA

Scope and Limitation of the Study

This study will be conducted at Saint Michael Academy,

Catarman Northern Samar. This study focuses at determining the

student’s satisfaction in terms of canteen service provided:

such as Ambiance, Cleanliness, Taste of Food, Amount serving,

Variety of food, Customer service, Price and Nutritional

Value, the study also attempts to identify the actions to be

undertaken to improve SMA Canteen Services. The researcher’s

choose Saint Michael Academy as the locale of the study

because it’s the researcher’s school.

In this study, the researcher anticipates certain

limitations. One of which is the (1)cooperation of the

respondents. It is to be noted that respondents are randomly

selected students from SMA. The (2)retrieval of the instrument

for gathering data because of the numbers of respondents the

researcher will be dealing with. (3)The amount of time in the

program, this will be conducted in the months of July, August

and September.

Significance of the Study

This study on Levels of student satisfaction in SMA

canteen services is significant to the following:

SMA CANTEEN – awareness of the condition of their facility.

OTHER CANTEENS – which have similar services may also benefit

from the data and information gathered for it will improve

their service.

PARENTS/GUARDIANS (in SMA) – awareness of what class and type

of food service offered by school canteen to their

sons/daughters.

FUTURE RESEARCHER – future researcher in patronage in relation

to service quality may use this as a reference.

Conceptual Framework

Demographic Profile of
the students

a) Religion
b) Gender
c) Year Level
d) Allowance

Level of student’s
satisfaction

a) Ambiance
b) Variety of Food Views of the
c) Price Students in SMA
d) Nutritional Canteen
Value

Actions can be proposed

to improve

Students Satisfaction

Figure1. Paradigm of the Study

Hypothesis

In the light of the foregoing research paradigm and

problem statements, this research will test these hypotheses

1. Overall satisfaction scores differ with regards to gender.

2. Overall satisfaction scores differ with regards to the

student’s allowance.

3. Overall satisfaction scores differ with regards to age

group or year level.

4. Ambiance is positively related to customer satisfaction.

5. Price is positively related to customer satisfaction.

6. Variety of Food is positively related to customer

satisfaction.

Definitions of Terms

The terms are operationally defined to facilitate a

clearer understanding of the study.

Students Satisfaction – refers on the scores responded by

surveying students

- A self-developed instrument to achieve the

research purposes.
SMA Canteen – In this study, it is the place where the

students, teachers, non-teaching staff take their snacks

and lunch. Newly cooked food and ready to eat food are

served
 CHAPTER II
RELATED REVIEW OF LITERATURE

This chapter reviews related literature and studies

which serves as frame of reference for this study. Related

literature and studies, foreign and local, are presented such

that some of the present study’s variables have been tackled.

The study is concerned with the “Level of Student’s

Satisfaction in SMA Canteen”. Literature related to the basic

theoretical and empirical aspects of these variables is

reviewed in this chapter. Review of related literature has

been done particularly with a view to locate the possible

correlates of the variables studied.

This document gives a description of the SMA school

Canteen provided by SMA Canteen to students. It starts with a

short description of the ambience/cleanliness of the canteen,

how the food tastes does, the amount of servings, variety of

foods, and nutritional value of the food service, how the

service works, and how much they are charged for the service.

Most people are concerned with food taken daily without

regard for practices or habits, which may influence good

health. 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. This reality calls for the need to

reorient people on the cause - and - effect relationship

between eating and health.

One’s drive for food and the way he is satisfied is

important food is needed by man not on for energy. Work and

play but also for maintaining body function such as breathing.

Beating of the heart, digestion of food, circulation of the

blood, absorption of food, excretion of body waist and other

processes. No single type of food is capable of providing all

the nutritional needs of person. It is, therefore important

that daily diet contains the correct the amount of all food

listed in daily guide to good nutrition (Velasquez, 2004).

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, 2005).

School canteen plays four–fold role in the educational

program school. First, it helps combat malnutrition. Second,

it is a center for teaching health. Third, it helps in the

vocational and social and training of students, and lastly it

presents an opportunity of correlating teaching experience

which is centered of foods. The food needs of teenagers in

general are greater than those of children and adults. 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, 2003).

Even though the meals in school restaurants offer a more

balance diet that those taken at home or in other restaurants,

there is still room for progress in balancing diets in meals

served in school canteen. On a positive note, products which

have a high fat content are limited in starters and desserts

and fruits and vegetables and starch- rich foods are propose

regularly. However an effort still has to be made to improve

the quality of main dishes as not enough fish or red meat is

offered and the fat content of main courses is too high. The

calcium content of dairy products should be improved. And

while vegetables are well accounted for in canteens in main

land France, are they actually eaten? No one can be about this

as ultimately it’s up to the pupils to make the right choice.

In order to help them, have been made to promote balanced diet

and on whether the person responsible for purchasing food has

had training in nutrition or not.

To improve quality of meal, the agency recommends

developing and providing schools with tools to help personnel

draw up their menus meet the needs of the pupils requiring

special diets and provide information session on balanced

diet. This last point was taken into account in the

agricultural modernization act of July 27, 2010 which makes it

mandatory for the school and university canteens to comply

with rules for nutritional quality. The same provision was

included in the national program for food (PNA), announced on

September 2010 by the ministry of food, for the purpose. Among

others, of combining pleasure with a balanced diet in school

canteens it also plans to provide specific training for

managers of school canteens. The group for the study of

institutional catering contracts and nutrition (GERMCN) draw

up rules for nutritional quality in school and university

canteens in line with the agency’s recommendation.

Related Studies

Foreign

Rizwana Ansari (2011) found out in her study physical

environment and employee industrial safety, a remarkable

improvement of employee performance. It is found that one

fourth of the employees in public sector units are

dissatisfied with the provision of safety, health amenities

and canteen facilities to the workforce.

Another study of MajaDijkic (2008) where in his study on

physical environment an expanded model of job satisfaction

concludes with positive correlation. The purpose of the study

was to examine the effect of perceived physical work

environment on job satisfaction.

In Kudchedkar (2008) study it differentiates between the

labor welfare activities and the personnel functions and gives

some suggestions for better working and living standards.

Morris (2008) describes industrial history of Bombay and

gives the growth of labor force, work regulation, wages,

discipline, trade unions and arbitration between 1854 to 1917

in the Cotton Mills of Bombay (India). It is found that the

Bombay Mills Association Voluntarily appointed personal

officers to look into the matters on safety, welfare, canteen,

health and other personnel functions.

Saxena (2000) gives socio-economic background of workers

in the five selected units in Meerut district and discussed

promotion policies, training, transfers, welfare measures,

bonus, remuneration and the functioning of the trade unions.

It is found that the personnel policies on promotion,

training, internal mobility, wage and welfare includes canteen

are created healthy work environment in the units in Meerut

( India).

NarayanaMurty (2000) has studied socio- economic profile

of the workforce and employee welfare activities in Indian

Industrial Organizations. It is found that majority of the

Employees in Co-operate Sector Units are satisfied with the

existing welfare, canteen, and health facilities. All these

studies help the management, unions and governments to improve

the existing state of affairs mainly by emphasizing on

functional areas of Human Resources Management and existing

welfare amenities in a single unit or two units or more with a

comparative study in the same sector like private or public or

co-operative. There have been very few comprehensive studies

in the field of work environment and less concentration on the

provision of welfare facilities and amenities provided by the

Government and the managements of the undertakings as well.

However, surprisingly, very few attempts have been made by the

researchers to study the extent of Canteen facility to the

employees of any unit. The study shows the gap and also

furnishes the reasons between the practice and precept.

Usman et.al(2010) study aimed on the impact of the

different quality of student satisfaction in higher

educational institutes of a big division of Punjab province of

Pakistan. Both public and private were included in the study.

A convenience sampling technique was used to record the

responses of 240 students at a response rate of 96 %. the

analysis of the data was done with the help of SPSS and AMOS.

The results show that the students' satisfactory level is

based on how much they trust on the quality of the

infrastructure, education, knowledge and abilities of the

faculty and other essentials of academy development like

digital labs, and quality of the stuff in the library. They

also seek the reliability and persistency of the service like

cafeteria, playgrounds, class set up, and decoration. The

findings also revealed that compassion, coordination and

kindness are the values that greatly add the quality to the

service of educational institution.

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 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, 8% 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 produts, 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, 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 significant 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 (2004) 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 of times of

visits at the two establishments at least twice a week. 2. on

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 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.

 CHAPTER III

METHODOLOGY

Locale of the Study

The study levels of student satisfaction in SMA canteen

services will be held in Saint Michael Academy, O.P Siena

school in Catarman, Northern Samar.

Fig. 1 Map showing Saint Michael Academy is located.

Research Design

Descriptive 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)

Respondents of the Study

In choosing the respondents of the research, the

following grouping of students were considered, from grade 7

to grade 12 thus, 60 respondents were selected. They are

offering not just food but also good ambience, friendly

environment and cleanliness of the canteen, which can give the

customers a good quality and safe satisfying food. The

students can assure to have healthy benefits of the food serve

in SMA Canteen. Based on our survey, the students who are

eating daily in SMA Canteen are around 900 students

Methods of Gathering Data

The study primarily used the Descriptive Research Design

adapted from (Patricia M. Shields and Nandhini Rangarajan,

2013) to gather needed data. The questionnaire used on the

actual experience of students to SMA Canteen. Questionnaires

were distributed to the students at the SMA Canteen. Before

each questionnaire was distributed, the researcher explained

to the respondents, the objective and use of the information

that will be gathered. A total of 60 questionnaires were

distributed to the students of the Saint Michael Academy. All

of the 60 questionnaires were given and answered correctly by

the respondents. Interviews to the students of Saint Michael

Academy were also conducted to verify some data gathered. The

study also used documentary analysis for purposes of gathering

information about the profile of the SMA Canteen. Lastly, the

researcher as a long-term student of the SMA Canteen has

helped a lot in organizing the gathered data and information.

 Chapter IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the data gathered in the study. It

is concerned with the presentation, analysis and

interpretation of data gathered from the students of Saint

Michael Academy. The findings from the research instruments

were presented in the tables to make the analysis clearer and

more illustrative.

Demographic Profile of Respondents

The following tables show the demographic profile of the

respondents, which includes the (1) Religion, (2) Gender, (3)

Year Level, and (4) Allowance

1. Religion

Religion Frequency Percentage (%)

Roman Catholic 58 96.67 %
Born Again 2 3.33 %
Toatal 60 100 %
Table 1: Shows the religion of the respondents.

From the table it can be seen that 58 out of 60 or 96.67%

belong to Roman Catholic and 2 out of 60 or 3.33% belong to

Born again Christians. The finding shows that majority of the

respondents belongs to Roman Catholic, simply because SMA is a

catholic school, it only pertains that they are mostly eating

in the SMA Canteen.

2. Gender

Gender is the range of physical, biological, mental and

behavioral characteristics pertaining to, and differentiating

between masculinity and femininity.

Gender Frequency Percentage (%)

Female 35 58.33 %
Male 25 41.67 %
Total 60 100 %
Table 2: Shows the gender of the respondents.

From the table it only shows that 35 out 60 or 58.33 %

are female and 25 out of 60 or 41.67 % are male. The findings

shows that majority of the respondents are Female and

indicates that they are mostly eating in the SMA Canteen.

3. Year Level

Year Level Frequency Percentage (%)

Grade 7 10 16.67 %
Grade 8 10 16.67 %
Grade 9 10 16.67 %
Grade 10 10 16.67 %
Grade 11 10 16.67 %
Grade 12 10 16.67 %
Total 60 100 %
Table 3: Shows the year level of the respondents.

4. Allowance
 It refers to the money given to students that shall be

used for their daily needs and expenses; it is given by their

parents or guardian.

Allowance Frequency Percentage (%)

50-100 27 45%
100-300 13 21.67%
300-500 15 25%
500 above 5 8.33%
Total 60 100%
Table 4: Shows the weekly allowance of the respondents.

From the table, it can be seen that 27 out of 60 or 45%

of the total respondents have 50-100 of allowance, 13 out of

60 or 21.67% of the total respondents have 100-300 of

allowance, 15 out of 60 or 25% of the total respondents have

300-500 of allowance and 5 out of 60 or 8.33% of the total

respondents have 500 above of allowance. The findings shows

that majority of the respondents have 50-100 of allowance.

Level of Student’s Satisfaction

Satisfaction is a term frequently used in marketing. It

is a measure of how services supplied by the canteen meet or

surpass student’s expectation. It is seen as a key performance

indicator within business and is often part of a Balanced

Scorecard. In a competitive marketplace where businesses

compete for customers, customer satisfaction is seen as a key

differentiator and increasingly has become a key element of

business strategy. Therefore, it is essential for the SMA

Canteen to effectively manage student’s satisfaction. To be

able do this, SMA Canteen need reliable and representative

measures of satisfaction.

Very Satisfied

Description Frequency Percentage (%)

Ambiance 2 3.33 %
Cleanliness 9 15 %
Taste of Food 12 20 %
Amount of serving 8 13.33 %
Variety of food 6 10%
Customer Service 16 26.67 %
Price 15 25 %
Nutritional Value 30 50 %
Table 5: shows the very satisfied respondents.

From the table, it can be seen that 2 out of 60 or 3.33%

of the total data gathered of Ambiance, 9 out of 60 or 15% of

the total data gatehered of Cleanliness. 12 out of 60 or 20%

of the total data gathered of Taste of Food, 8 out of 60 or

13.33% of the total data gathered of Amount of Serving, 6 out

of 60 or 10% of the total data gathered of Variety of Food, 16

out of 60 or 26.27% of the total respondents of Customer

Service, 15 out of 60 or 7.16 of the total data gathered of

Price, and 30 out of 60 or 50% of the total data gathered of

Nutritional Value of Food. The findings indicate that the

common satisfaction of the 26 respondents ranging in 30 of the

nutritional value of food serving of student’s satisfaction.

Satisfied

Description Frequency Percentage (%)

Ambiance 30 50 %
Cleanliness 11 18.33 %
Taste of Food 15 25 %
Amount of serving 11 18.33 %
Variety of food 10 16.67 %
Customer Service 24 40 %
Price 6 10 %
Nutritional Value 21 12. 25 %
Table 6:

Based from the data gathered, 19.51% of the total

respondents who are satisfied in terms of Nutritional Value,

25 % of the total respondents who are satisfied in terms of

Taste of Food, 18.33 % of the total respondents who are

satisfied in terms of Cleanliness, 40 % of the total

respondents who are satisfied in terms of Customer Service, 50

% of the total respondents who are satisfied in terms of

Ambiance, 16.67 % of the total respondents who are satisfied

in terms of Variety of Food, 18.33 % of the total respondents

who are satisfied in terms of Amount of Serving, and of the

total respondents who are 20 % satisfied in terms of Price. It

indicates that majority of the total respondents are satisfied

in terms of Ambiance.

Undecided

Description Frequency Percentage (%)

Ambiance 8 13.33 %
Cleanliness 10 16.67 %
Taste of Food 20 33.33 %
Amount of serving 9 15 %
Variety of food 4 6.67 %
Customer Service 5 8.33 %
Price 9 15 %
Nutritional Value 4 6.67 %
Table 7:

Based from the data gathered, 15 % of the total

respondents who are undecided in terms of Price and 6.67 %

Variety of Food, 14.12% of the total respondents who are

undecided in terms of Amount of serving for 15 % and 13.33 %

Ambiance, 13.55% of the total respondents who are undecided in

terms of Cleanliness, 33.33 % of the total respondents who are

undecided in terms of Taste of Food, 6.67 % of the total

respondents who are undecided in terms of Nutritional Value,

and 8.33 % of the total respondents who are undecided in terms

of Customer Service. It indicates that majority of the total

respondents are undecided in terms of Taste of Food.

Dissatisfied

Description Frequency Percentage (%)

Ambiance 5 8.33 %
Cleanliness 20 33.33 %
Taste of Food 10 16.67 %
Amount of serving 21 35 %
Variety of food 15 25 %
Customer Service 15 25 %
Price 20 33.33 %
Nutritional Value 2 3.33 %
Table 8:

Based from the data gathered, 33.33 % of the total

respondents who are dissatisfied in terms of Price, 35 %of the

total respondents who are dissatisfied in terms of Amount of

Serving, 25 % of the total respondents who are dissatisfied in

terms of Customer Service, 25 % of the total respondents who

are dissatisfied in terms of Variety of Food, 33.33 % of the

total respondents who are dissatisfied in terms of

Cleanliness, and 8.33 % of the total respondents who are

dissatisfied in terms of Ambiance, and 16.67 % of the total

respondents who are dissatisfied in terms of Taste of Food and

15 % Nutritional Value. It indicates that majority of the

total respondents are dissatisfied in terms of Price and

amount of Serving.
Very Dissatisfied

Description Frequency Percentage (%)

Ambiance 15 25 %
Cleanliness 10 16.67 %
Taste of Food 3 5 %
Amount of serving 11 18.33 %
Variety of food 25 41.67 %
Customer Service 10 16.67 %
Price 10 16.67 %
Nutritional Value 3 5 %
Table 9:

Based from the data gathered, 16.67 % of the total

respondents who are very dissatisfied in terms of Price,

18.33% of the total respondents who are very dissatisfied in

terms of Amount of Serving, 16.67% of the total respondents

who are very dissatisfied in terms of Customer Service and 5%

Nutritional Value, 41.67% of the total respondents who are

very dissatisfied in terms of Variety of Food and 25% on

Ambiance, 16.67% of the total respondents who are very

dissatisfied in terms of Cleanliness, and 3.77% of the total

respondents who are very dissatisfied in terms of Taste of

Food. It indicates that majority of the total respondents are

dissatisfied in terms of Variety of food.

 Overall Satisfaction in SMA Canteen
Very Dissatisfied Very Satisfaction
3% 5%
Somewhat dissatisfied
13%

Neither Satisfaction
13%
Somewhat satisfied
67%

We have gathered from our respondents some suggestion for

SMA Canteen improvement:

1. Adequate lightning

2. Improve Cleanliness

3. Fresh Food

4. More Staff

5. Lower price

6. Improve the menu

7. Tiles the floor

8. Cold atmosphere

9. Take action to prevent the sand/ dust to enter the school

canteen

10. Provide more table and chairs

11. Lessen the serving of unhealthy foods

12. Free water who cant afford

13. Good ambiance

14. Proper hygiene staff

15. Organize the utensils and wash it properly

16. Enough stock of beverages

17. More food and drink choices

18. Put trash bins in every corner of the canteen

19. Avoid raw foods servings

20. Should have both meat and vegetables available in the

canteen

21. Prepare the food 15 minutes before serving the food

22. The size of meal should be big enough.

 Chapter V

Summary, Recommendations and Conclusions

This chapter presents the summary or the research work

undertaken, the conclusion drawn and recommendations made as

an outgrowth of this study. This study is on the levels of

student satisfaction in SMA Canteen

Summary of Findings

The following are the summary of findings:

1. Very Satisfied

Based from the data gathered, 10% of the total

respondents who are very satisfied in terms of Variety of

Food, 3.33% of the total respondents who are very satisfied in

terms of Ambiance and 20 % Taste of Food, 15 % of the total

respondents who are very satisfied in terms of Cleanliness,

26.67 % of the total respondents who are very satisfied in

terms of Customer Service, 50 % of the total respondents who

are very satisfied in terms of Nutritional Value, 13.33 % of

the total respondents who are very satisfied in terms of

Amount of Serving, and 25 % of the total respondents who are

very satisfied in terms of Price. It indicates that majority of

the total respondents are very satisfied in terms of

Nutritional Value.
2. Satisfied

Based from the data gathered, 19.51% of the total

respondents who are satisfied in terms of Nutritional Value,

25 % of the total respondents who are satisfied in terms of

Taste of Food, 18.33 % of the total respondents who are

satisfied in terms of Cleanliness, 40 % of the total

respondents who are satisfied in terms of Customer Service, 50

% of the total respondents who are satisfied in terms of

Ambiance, 16.67 % of the total respondents who are satisfied in

terms of Variety of Food, 18.33 % of the total respondents who

are satisfied in terms of Amount of Serving, and of the total

respondents who are 20 % satisfied in terms of Price. It

indicates that majority of the total respondents are satisfied

in terms of Ambiance.

3. Undecided

Based from the data gathered, 15 % of the total

respondents who are undecided in terms of Price and 6.67 %

Variety of Food, 14.12% of the total respondents who are

undecided in terms of Amount of serving for 15 % and 13.33 %

Ambiance, 13.55% of the total respondents who are undecided in

terms of Cleanliness, 33.33 % of the total respondents who are

undecided in terms of Taste of Food, 6.67 % of the total

respondents who are undecided in terms of Nutritional Value,

and 8.33 % of the total respondents who are undecided in terms

of Customer Service. It indicates that majority of the total

respondents are undecided in terms of Taste of Food.

4. Dissatisfied

Based from the data gathered, 33.33 % of the total

respondents who are dissatisfied in terms of Price, 35 %of the

total respondents who are dissatisfied in terms of Amount of

Serving, 25 % of the total respondents who are dissatisfied in

terms of Customer Service, 25 % of the total respondents who

are dissatisfied in terms of Variety of Food, 33.33 % of the

total respondents who are dissatisfied in terms of

Cleanliness, and 8.33 % of the total respondents who are

dissatisfied in terms of Ambiance, and 16.67 % of the total

respondents who are dissatisfied in terms of Taste of Food and

15 % Nutritional Value. It indicates that majority of the

total respondents are dissatisfied in terms of Price and

amount of Serving.

5. Very Dissatisfied

Based from the data gathered, 16.67 % of the total

respondents who are very dissatisfied in terms of Price, 18.33

%of the total respondents who are very dissatisfied in terms

of Amount of Serving, 16.67 % of the total respondents who are

very dissatisfied in terms of Customer Service and 5 %

Nutritional Value, 41.67 % of the total respondents who are

very dissatisfied in terms of Variety of Food and 25% on

Ambiance, 16.67 % of the total respondents who are very

dissatisfied in terms of Cleanliness, and 3.77% of the total

respondents who are very dissatisfied in terms of Taste of

Food. It indicates that majority of the total respondents are

dissatisfied in terms of Variety of food.

Conclusion

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.

2. As to hygiene and sanitation, SMA Canteen observed hygiene

and sanitation on other areas but with identified shortcomings

on other aspects.

3. Students service among SMA Canteen was adequately observed

to meet the demands of the students though there were

identified weaknesses that need certain degree of

consideration and attention.

The study revealed that students’ satisfaction with the

university cafeteria is influenced more by food quality, price

fairness, staff and ambiance.

It is therefore important for SMA Canteen operators

to keep on improving the quality of food serve to

the customers to maximize their satisfaction level.

Furthermore, they should also offer an attractive menu

at a reasonable price on the food variations and

serve their customer in a proper ambience that can excite

their interest in dining at the cafeteria.

This research has important implication for research and

practice in the planning and designing new marketing

strategies when launching new canteen in school or

universities, depending on their target market. One of

the major implications of this research is that food

quality and price fairness are the important factors

that the cafeteria providers should considers regardless

of their target market; whether students, academicians

or the public who visit and dine at the canteen.

Remarkably, staff performance and ambiance factors affect

satisfaction of the students’ with the school canteen. Thus,

the university cafeteria should invest in these issues

through staff training and development, using fresh foods in

the menu choices, providing an attractive and cosy ambiance

and choosing furniture suitably designed at SMA Canteen.

Although this study has provided useful information

which may help the school canteen providers to improve

their service quality and students’ satisfaction, there are a

few limitations to this research. Therefore, it is recommended

that future studies expand the number of respondents and

include more respondents from other age groups such as

university academicians and administrative staff in order

to provide more representative results and improve sample

for generalizability. Since the study was carried out only in

Saint Michael Academy Catarman the results may not be fully

generalizable for other schools or places, as beliefs

and perceptions may differ. This study can be further

expanded using demographics, market environment, and the

ideology and culture of the students as mediating and

moderating variables.

Recommendation

Based on the conclusion of the study the following

recommendations are given:

1. Since most of the students are satisfied in the ambiance,

cleanliness and taste of food, the researchers recommend that

the school canteen should maintain and always check the good

ambiance, cleanliness of the canteen facility and maintain or

make the students very satisfied in the taste of food by

serving them the best and high quality of food in terms of

cleanliness.

2. Since most of the students are very dissatisfied in the

amount of serving, the researchers recommend that the school

canteen must give the students a equal serving of food to make

them satisfied.

3. Since the students are dissatisfied in terms of price, the

researchers recommend that the school canteen understand the

situation of the students that they cannot afford the price of

their food and offer students an option of their like foods.

4. Since this research study primarily focused on the Level of

Students Satisfaction in SMA Canteen, the researchers

recommend further studies to fully understand the situation of

the students in Saint Michael Academy.

 Acknowledgement

We would like to express my special appreciation to our

research teacher, Mr. Ariel Carl Angelo Balleta, for you have

been a tremendous mentor to us. We would like to thank you for

encouraging our research and for allowing us to grow as a

research scientist. Your advice on both research as well as on

our career have been invaluable. I would also like to thank

you for brilliant comments and suggestion that made our

research more progressive.

A special thanks also to my family, no words can express

how grateful I am, thanks for your help. Finally I thank God,

my good Father for letting me through this difficulty. I have

experienced your guidance day by day. I will keep on trusting

you for my future.

Abstract

GUIDE:

(An abstract summarizes, usually in one paragraph of 300 words

or less, the major aspects of the entire paper in a prescribed
sequence that includes: 1) the overall purpose of the study
and the research problem(s) you investigated; 2) the basic
design of the study; 3) major findings or trends found as a
result of your analysis; and, 4) a brief summary of your
interpretations and conclusions.)

The purpose of this paper

This study attempted to determine the levels of students

satisfaction in Saint Michael Academy in terms of canteen
services. Some other factors like religion, gender, year
level, and allowance of the students were investigated to
determine if somehow they were related to students
satisfaction.

A total of one hundred (100) respondents from all grade level

by sections. Five sets of questionnaires were used as main
data gathering instrument.

The questions which this study sought to answer were:

1. What is the profile of respondents in terms of

a.) Religion

b.) Gender

c.) Year Level

d.) Allowance

2. To identify the student’s satisfaction to the service of

SMA canteen as to the following:

a.) Ambiance
b.) Cleanliness

c.) Taste of Food

d.) Amount serving

e.) Variety of food

f.) Customer service

g.) Price

h.) Nutritional Value

3. To identify the actions to be undertaken to improve SMA