FOOD SAFETY IN CAFETERIAS: IMPACT ON CUSTOMER

SATISFACTION AT TALISAY CITY COLLEGE

A Thesis Presented to the Research Center

of Talisay City College

In Partial Fulfillment of the Requirement for the Degree

Bachelor of Science Major in Hospitality Management

ALBURO, JASON J.

LIPASAN, CLEMENT

ARANTE, GRACE

GABISAY, LAICA

GARCIA, RHEALYN

MARINO, CHARMEN

PANARES, KEMBIE

REYES, ERICHA

TORRETA, MAE ANN

TOYCO, JOLINA

Feb 2023
 APPROVAL SHEET

CHAPTER 1 THE PROBLEM AND ITS SCOPE Page

Rationale of the Study

Theoretical Background

Conceptual Framework

REVIEW OF RELATED LITERATURE AND STUDIES

THE RESEARCH PROBLEM

Statement of the problem & Hypothesis

Significance of the Study

RESEARCH METHODOLOGY AND DEFINITION OF TERMS

Research Design

Research Locale

Research Instrument

Research Respondents

Data Gathering Procedure

Statistical Treatment

Ethical Consideration

DEFINITION OF TERMS
 Survey Questionnaire

THE PROBLEM AND ITS SCOPE

Rationale of the Study

Cafeterias can be found everywhere it could be in a hospital facility, senior and

child care centers, nursing homes, and even in a school premises. One of the most

important aspects of quality that customers perceived is the quality of the food service.

The quality of the services provided is ultimately related to patient satisfaction in health

care. Customer satisfaction and intention are influenced by the physical environment,

service, and food quality in hotel restaurants. Food service features are now more than

ever an important factor in determining campus life's quality in higher education. That is

why it is significant to study the food safety quality in order to achieve the customer

satisfaction.

The first impression is the one of the main considerations along with the quality

and correctness of the served food and the gentleness of the staff in service (Amelia and

Garg, 2016). Students are the most satisfied users of institutional food services in campus

cafeterias; As a result, campus food service is growing in importance and popularity.

Food quality is key attribute of satisfaction of diners in restaurants (Nmakung and Jang

2008). People mostly go to restaurants for getting food in their leisure time and quality is

always a predominant factor of this. Food safety satisfaction level has two main reasons,

firstly this problem could be incurred at any point in food chain and secondly food safety

might be source of changing place for buying meals.

The previous study of the researchers, Swechchha Jain, K.S. Thakur, did not have

enough data for the study to be proved. It wasn’t stated on their paper that there was any

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relationship between the two variables. The current researchers are trying to fill the lapses

of the previous study by determining if there really is an impact to the customer’s

satisfaction in providing food safety quality through a written survey to be answered by

the students and employees of Talisay City College. The previous study wasn’t fully

developed and that the current researchers are currently in progress and will scrutinize the

data that will be gathered, to be able to prove or disprove the research study.

This study primarily focuses on the level of satisfaction of Talisay City College

with regard to the food and services provided by the school cafeteria. The researchers

decided to study this topic because, as students, we require a location where we may feel

at ease and content during downtime. As a result, we believed that researching the

canteen's food and services would be quite pertinent and helpful to anyone who might

read about our study.

By conducting this study, the researchers can gain the experience on how to

conduct quantitative research using proper procedures, properly utilize their high order

thinking skills like critical-thinking skills, observation skills and analysis, and value

teamwork.

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Global View

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).

Regional View

Food-safety problems constitute a new, urgent, and multifaceted challenge to

Chinese people, society, and the state, involving a number of social, political, and ethical

issues beyond those of food safety, nutrition, and health. In light of Ulrich Beck's theory

of risk society, this article examines food-safety problems in contemporary Chinese

society at the levels of food hygiene, unsafe food, and poisonous foods and argues that

food-safety problems not only affect the lives of Chinese people in harmful ways but also

pose a number of manufactured risks that are difficult to calculate and control. More

importantly, food-safety problems in China have contributed to a rapid decline of social

trust, thus posing a risk of distrust that has far-reaching social and political ramifications.

In this sense, a risk society has already arrived in China but it comes with certain local

characteristics and poses some new theoretical questions. (Yunxiang Yan 2012)

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National View

The goal of the current study was to assess the levels of food handlers'

knowledge, attitudes, and practices (KAPs) about food safety in several high school

canteens in Eastern Visayas, the Philippines. Of the 26 responders, 23.1% were between

the ages of 36 and 45, 76.9% were female, 73.1% had completed tertiary education, and

50% had attended trainings focused on food safety. 96.2%, 88.5%, and 73.1% of

respondents, respectively, are aware that Salmonella, the hepatitis A virus, and

Staphylococcus aureus are examples of foodborne pathogens. However, several

respondents (38.4%) were unaware that healthy food handlers can have microorganisms

in their skin, nose, and mouth. However, the respondents' overall satisfactory

understanding of food safety did not translate into favorable attitudes or satisfactory

practices for food safety. 53.8% of respondents practiced refreezing defrosted food items

and washing eggs soon after purchase, whereas 57.7% of respondents gave incorrect

answers about how to properly thaw meat products. 53.8% of respondents still admit to

eating and drinking while at work, despite the fact that the majority of respondents

(80.8%) were aware that doing so raised the risk of food contamination. Overall, the

results showed that having sufficient information about food safety does not always equal

to having favorable views and adhering to best practices. Therefore, ongoing education

about food safety and subsequent monitoring and evaluation are essential. Additionally,

advised are methods to encourage food handlers to follow food safety protocols. (Pascual,

Olobia, Ludevese-Pascual, & Abenis, 2019)

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Local View

Food safety is a crucial issue at Talisay City College's cafeteria as it directly

affects the satisfaction of students and faculty members who use the facilities. In a local

context, food safety refers to the measures taken to ensure that the food served in the

cafeteria is free from harmful contaminants, pathogens, and other substances that could

cause illness or injury.

Talisay City College has taken food safety seriously, and it has a positive impact

on customer satisfaction. The college has implemented strict hygiene and sanitation

procedures in the cafeteria, including regular cleaning and disinfection of all surfaces and

equipment, the proper storage and handling of food, and the use of personal protective

equipment by staff members. These measures help to prevent the spread of germs and

ensure that the food is safe to eat.

In addition, the college has taken steps to ensure that the cafeteria follows all local

and national food safety regulations and standards. This includes obtaining food safety

certifications, regularly monitoring food temperature, and conducting regular health

inspections to verify that all facilities and processes are in compliance with these

regulations.

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 The commitment to food safety has not gone unnoticed by students and faculty

members at Talisay City College. They have noticed the efforts made by the college to

maintain a safe and healthy environment and have expressed their satisfaction with the

quality of food served in the cafeteria. This has led to increased customer satisfaction and

loyalty, as well as positive word-of-mouth recommendations to others.

In conclusion, food safety is an important aspect of the cafeteria at Talisay City

College, and the college's commitment to ensuring food safety has had a positive impact

on customer satisfaction. By prioritizing the health and well-being of customers, the

college is able to provide a safe and enjoyable dining experience that students and faculty

members can trust.

THEORETICAL FRAMEWORK

This study is mainly anchored on the theory of sanitation. A theory advanced by A.

C. K. Wasike, sanitation theory is acknowledged “lays emphasis on cleanliness and the
absence of germs”.

According to the theory of sanitation, it places premium on internal attitude

among staff working in the hospitality facilities, lack of proper equipment, and even
space for effective enforcement of laws which govern the hospitality industry.

Theory of sanitation extends to the cafeteria which enable hygiene to be achieved.

Cafeteria should seek ways in order to maintain the sanitation of the place so that
customers will always back and forth.

With the theory that mentioned it could increase the chances to mitigate the risk
of getting any diseases if the cafeteria of the school will maintain cleanliness and
sanitation. This research could help the cafeteria to boosts its productivity by providing
food safety in order to lead to customer satisfaction.

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CONCEPTUAL FRAMEWORK

The conceptual framework below depicts an understanding of how the research

process will be carried out. This can help establish the studies’ main goal and how it will

be carried out, as well as what techniques should be implemented to achieve the desired

outcome.

Input

This study’s input includes the customer satisfaction in terms of food safety in

school cafeteria, the degree of effects and the extent of strategies.

Process

The descriptive approach of data collection will be used in this study. To collect

data, a research instrument will be built. The respondent’s will be asked to fill out a self-

made survey questionnaire guide.

Output

The outcome of this study is the result and the documentation will provide the

relevant research.

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 INPUT PROCESS OUTPU
Theprofileofthe respondents
in terms of:
Age Gender Year Department
Daily allowance
The degree of effects of food safety in customer satisfaction in terms of:
Sanitation Food Quality Service
The extent of strategies applied by the respondents to overcome problems in the cafeteria workplace in terms of:
Guidelines in food safety of the entire premises
Visible cleanliness of utensils
Presence of contamination Sanitation of tables, chairs and other stuff that used in cafeteria

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Descriptive method
Data gathering
Knowledge sharing Seminar about maintaining food safety practices in order to gain custom
Self-reliant interview guide
Analysis of data
Interpretation

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 REVIEW OF RELATED LITERATURE AND STUDIES

This section offers crucial and relevant details about the purpose and constraints

of the investigation. The purpose of this chapter is to increase familiarity, clarity,

and perspectives on the research. By referencing a wide range of research and literature

produced by scholars and experts in this field, it also provides an overview of the

important ideas and conclusions.

Food Hygiene Among Cafeteria Owners

According to Pula, J. & Pascual (2019), food sanitation is much more than just

hygiene. It encompasses all techniques involved in securing food from contamination by

dangerous bacteria, toxins, and foreign materials by preventing bacteria from

proliferating. Food bacteria or food-borne diseases can cause sickness in individuals, so

food sanitation is a must in order to kill any hazardous bacteria in the food. With food

sanitation, it is a step closer to ensuring the safety of customers when looking for the

cuisine that they want. Customers consider a lot of variables when looking for food since

they want to make sure that they are safe from any harm. With the current situation, with

the COVID-19 Pandemic still spreading, it is critical to secure food handling and food

sanitation at every food stall to guarantee that food-borne diseases do not become an

issue and do not affect individual customers. The importance of food hygiene has

everything to do with economics and survival in the business world. It is fundamental

that every business has all the necessary items that are needed to ensure the safety and

security of their customers.

According to Akabanda et al., (2017), increasing the likelihood of food

contamination as a result of improper handling. From time to time, food contamination

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increases as a result of improper handling due to the food handler's lack of food hygiene

practices. It is critical that food handlers meet all of the requirements for handling food

safely and properly. The lack of hygiene practices during food preparation, handling, and

storage allows the transmission of diseases including bacteria, viruses, and other food-

borne pathogens. To prevent the outbreak of food-borne illnesses, food handlers must

adhere to strict hygiene and safety standards as part of a comprehensive food safety plan.

With the set standard, they can assure the customers that the food that they are serving is

free from any bacteria, toxins, infections, and contamination. Although some food

handlers are not knowledgeable enough about safety and hygiene practices during food

preparation, they must know that it is their responsibility to take action on the

consequences that may happen. To prevent such incidents, it is in the best interest that, as

early as possible, food handlers are knowledgeable enough about the basics of how to

operate the food business.

Best Practices in Food Safety in School Cafeterias

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 equipment to

be used in preparing the food for the students as well as the equipment 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
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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

managing then the more its goals and values are being uphold. This review of the

literature focuses specifically on food safety in school cafeterias, which can pose unique

challenges due to the large number of children and adolescents served in these settings.

The review discusses the importance of implementing effective food safety practices,

such as proper handwashing and food handling, in order to reduce the risk of foodborne

illness in school cafeterias. The review also highlights the role of school administrators

and food service staff in promoting food safety and the importance of developing and

implementing food safety policies and procedures and conducting regular inspections and

audits.

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 equipment to

be used in preparing the food for the students as well as the equipment the students will

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

focuses on the importance of assessing the food safety culture in cafeterias and discusses

the various tools and approaches that can be used to do so. The researchers highlight the

importance of a strong food safety. More than 650 000 individuals per day were

anticipated to frequent Kuwait's more than 5000 restaurants in 2016 (Al-Anbaa, 2016).

Although more recent data is not available, it is expected that the number will increase

exponentially, especially given the observed rise in investment in the food and beverage

industry and in malls and complexes that cater specifically to the sale of food, as well as

the fact that Kuwait wants to become the global capital of food by 2030 (Nuwait, 2017).

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Food Safety Among Cafeterias Owner

Food safety is the responsibility of every person who is involved in foodservice.

Serving safe food to children and adults who participate in child nutrition programs is a

top priority for every foodservice employee regardless of the job assignment. Every

action in foodservice has the potential to impact the safety of the food, whether during

purchasing, storing, preparing, holding, serving, or cleaning. Personal Hygiene Every

person who works in or around food has the potential of contaminating a food with

bacteria and viruses that are present on our bodies. An important way to prevent food

contamination is to maintain a high standard of personal hygiene and cleanliness. Even

healthy people carry food poisoning bacteria on their bodies. By touching parts of your

body, such as your nose. mouth, hair, or your clothes you can spread bacteria from your

hands to the food. In every moment food safety practices is very important. Not only

from the hygiene point of view but, also from different aspects i.e. physical, chemical,

and biological hazards that occur in the entire food cycle. This involves processing,

packaging, delivery and storage. Unsafe food is very dangerous. The consumption of

unsafe food can result in several diseases such as food poisoning, diarrhea, etc. This may

get you hospitalized and even cause death. Hence food safety and maintaining proper

hygiene become very important. These diseases can be avoided if food safety is

maintained and it requires very minimal effort.

According to British Columbia Specific Information (2020), food-borne illness is

caused by eating or drinking contaminated food or foods containing harmful organisms.

This organism is most commonly found in raw meats, chicken, fish, and eggs, but it can

spread to any type of food. It can also grow from leftover foods or be stored for an

extended period of time before being consumed. In addition, not washing hands before
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and after

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touching foods is one of the causes of food borne illness. The symptoms of food-borne

illness usually include diarrhea, stomachaches, dizziness, vomiting, high fever, and blood

stains in the stool. In most cases the illness will likely disappear on its own after 2-3 days.

The victim needs to get enough rest and must stay hydrated. The necessity to prepare

foods correctly and ensuring that both utensils are well cleaned, and the ingredients are

free from harmful organisms like bacteria, fungi, and parasites this can lead to a low risk

of food- borne illnesses.

According to Republic Act No. 10611 by (Aquino et, al 2014), also known as the

Food Safety Act of 2013, a joint administrative order of the Department of Health and

Department of Agriculture states that "Food law shall aim for the high level of food

safety and protection of human and environmental health in the production and

consumption of food." It also aims to protect consumers' interests through fair food safety

practices. Ensuring the safety of individuals in the top priority of every business owner

since, without customers, their business will fail. As a result, consumers will be reassured

that they may dine at stalls without fear of being harmed. In that manner, consumers can

relax and take their time since they know they are protected from any food-borne

diseases. Every food business benefits from a high degree of food safety and protection.

It helps to assure not only the business, but also the customer's and an individual

environmental health. Since customers are the most valuable assets in any organization,

ensuring their safety is crucial. There would be no food business stalls if customers did

not exist. Protecting consumers and ensuring their safety would benefit businesses,

particularly in the market sector.

According to the State of Victoria's Government (2016) that the correct methods

of Choosing the right product, pricing, location, and advertising is essential to

15
managing a

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school. Place denotes the location within the canteen where the foods and beverages are

set out for proper merchandising. The demeanor of the cafeteria must be correctly upheld

in order to keep the canteen's image in a positive or good way. The canteen must be a

visually appealing space. In order to draw in more clients, it must be appealing to the

general public. It needs to be kept up properly to retain its atmosphere and make visitors

have a good time. Think about the canteen's history when developing its layout, style, and

appearance. When planning the canteen's layout, design, and appearance, keep in mind

that it needs to be well-maintained, have enough of room and space, and be simple for

people to reach. The cost is one of the most important aspects of a canteen. Price is the

sum of money that is expected as payment for something. The canteen needs to make

sure that they provide a variety of inexpensive items that can satisfy the students' hunger

and meet their vitamin demands. They must provide students with goods they can

purchase with their change from your pocket. The school canteen must promote by

effectively interacting with the consumers and encouraging them to purchase meals that

are healthy. Promotion is the further development or growth of something. Promotions

that are just focused on the students' health can be straightforward and advantageous. We

must take into account the canteen's reputation as a whole while evaluating a particular

product, not just the sold item alone. We take into account the canteen's setting, method

of product promotion, and connection to the school community.

Yumul, Longga, Dimmal, Mariano, Sotto, and Pangilinan, (2014) reported that

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

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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) 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. According to World Health Organization (2020)

research, food safety, nutrition, and food security are all interrelated. Unsafe food

contributes to a destructive cycle of disease and malnutrition, especially affecting infants,

young children, the elderly, and the sick. Contaminated food is a high risk for every

individual, especially infant, the elderly, and sick people, since they can easily get viruses

due to their weak immune systems. With the aim of WHO, it can help to improve the

global and national capacity to prevent and respond to public health threats from

contamination of food. The population is growing from time to time, and it is important

to promote a long- term relationship development to develop and improve since the food

system is rapidly changing, which has a big impact on food safety.

Kibret & Abera (2012) reported that lack of basic infrastructure, poor knowledge

of hygiene and practices in food service establishments can contribute to outbreaks of

food-

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borne illnesses. Having a stall can help to reduce the risk of food-borne outbreaks.

However, simply having the stall does not ensure the safety of the customers. It must

have sufficient knowledge and practices to ensure the safety of its customers. Without a

stall to operate in, there is a high risk of food-borne illness due to the surroundings, which

can potentially ruin the food's safety.

According to the Food and Agriculture Organization (2007), food safety

encompasses food handling, storage, and preparation, as well as the avoidance of illness

from microorganisms and toxins. This also contributes to ensuring that meals are

nutritional enough to satisfy the valued customers. It will help the customers to feel at

case because they will know that the food that they are eating is free from any harm that

would make them themselves unsafe. Food safety in food handling is critical to ensure

that the food that they are serving passes all the necessary standards, ensuring the

customers' safety as the primary priority.

Food-borne disease, also known as food-borne illness or food poisoning, is an

illness caused by eating contaminated food that has been contaminated with pathogenic

bacteria, viruses, or parasites. The economic cost of food-borne diseases can be

devastating to individuals, food companies, and the reputation of a country. Globally,

food-borne diseases are still uncontrollable, and outbreaks can result in both health and

economic losses. The causes are unsanitary food production, harvesting, and preparation

practices (AdleyC.C. RyanM P., and others in 2016). The main source of getting harmful

organisms is by eating contaminated food, so there is a need to know that the food we

consume is properly cleaned or undergoes proper sanitation of the surfaces as well as the

equipment being used. The staff must wear their assigned uniforms and hairnets, and the

ingredients
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must be properly stored and thoroughly cleaned before use. To avoid sickness during a

pandemic, especially with the increasing number of positive individuals during this crisis,

which is COVID-19, the urgency of being properly sanitized from the preparation down

to the distribution is critical to preventing food-borne illnesses.

Food handlers have adequate knowledge in food safety practices and adhere to

them. To ensure food safety, it is recommended that all food handlers receive regular and

ongoing training in hygienic practices and proper food safety techniques (Moghnia, O.H

et al, 2021), Food handlers are the primary carriers of germs, bacteria, and other

substances that can cause food-borne illnesses in any food establishment. According to

this study, safe food handling and hygiene practices performed by food handlers are

critical components in risk reduction. Food handlers must have an idea or have acquired

skills through training to help ensure food safety. By acquiring skills from their training

this can have huge effect to the safety of food, which means that, what they have learn

through their training can be very useful in reducing risks of food-borne.

Lesley Casas Lubos (2014) reported that the study stated the food knowledge and

practices of street food vendors in handling food. Several street vendors acquired the

knowledge of having formal training in handling food since it is their duty to prepare

certain foods. The lack of basic facilities, such as water, could not be converted into

practicing food safety since it requires facilities that can give the amount needed to fulfill

the goals. Despite the fact that some street vendors have acquired knowledge in food

safety practices, they cannot easily sustain that due to a lack of facilities. In addition,

vendors should be responsible for the lapses of facilities since it is required in the

food safety

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protocol. They should always consider the safety of the customer, since the health of the

customer comes first when it comes to business.

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 Santa Cruz (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 and 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)

Customer Satisfaction

Sagarmatha Nepalilainen Ravintola (2010) reported that for a very long time,

customer satisfaction has been researched by thousands of researchers. Customer loyalty

is key to any business promotion. Consumer loyalty is frequently the primary topic of

consideration since it is used to determine a customer's expectation for repeat purchases,

which is then utilized to predict any business's turnover or profit business.

Restaurant Sagarmatha is a Nepalese restaurant. It is the only Nepalese restaurant

located in Vantaa, Helsinki. There is not even one more Nepalese restaurant than this.

Restaurant Sagarmatha offers 53 dishes altogether. The menu is simple to understand so

21
the customer is fully satisfied with the service provided by the restaurant. On the main

page of the site, it is written that 'We are proud of serving traditionally prepared Nepalese

menu'. Restaurant Sagarmatha began its operation in 2009.

The fundamental idea of customer satisfaction was at first seen as a decent

indicator of a customer's future purchase intentions. Amelia and Garg (2016) noted

that first impressions are one of the main considerations along with the quality of food,

waiting time for the food being served, correctness of the food served, and politeness and

alertness of restaurant staff. Comfortable seating and dining area and restaurant ambience

had significantly affected the customers’ intention to return to the restaurant.

By reviewing the existing literature on customers’ satisfaction, there are a large

number of studies on customer’s satisfaction in the private or public business sector. In

the context of higher education, few studies on customer’s satisfaction have been

conducted. According to Navarro and Iglesias, numerous attempts have been made by

researchers to define the concept of satisfaction in relation to services offered in higher

education. They acknowledge that satisfaction is the final state of the psychological

process.

It is believed that service quality has a positive effect on customer satisfaction,

that is to say improving service quality results in a satisfied customer (Chang, Suki, &

Nalini, 2014; Lee, Liaw, Lee, & Rha, 2016). But of course, service quality is not the only

variable to consider when explaining customer satisfaction, as pricing also plays a central

role in the analysis of customer satisfaction. While the relationship between quality and

customer satisfaction, price fairness and satisfaction have been pretty well determined by

service marketing researchers, it seems that no clear links have been established between

these two variables for research on satisfaction. But the reality is that quality and price
22
are actually

23
the two most important factors when customers decide to purchase the service (Xi &

Shuai, 2009).

Malik and Ghaffor (2012) define the concept of customer satisfaction as meeting

customers regarding the special parameters of satisfaction. Zaire (2000) also defines this

notion as the accomplishment of inner requests of consumers. Indeed, this concept has

been defined differently by field scholars. Customer satisfaction is "an indicator of

whether customers will return to a food service establishment"as Dube et al. (1994)

suggest. Vavra (1997, also consider customer satisfaction as "the leading criterion for

determining the quality actually delivered to customers through the product/service and

by the accompanying servicing" Indeed, as the most significant concept influencing

service management, customer satisfaction has received a lot of attention from marketers

and researchers (Rust & Oliver, 1994). The concept of customer satisfaction has thus

been applied to the service industry by many scholars (eg, Andaleeb & Conway, 2006;

Oh, 2000).

Quality measurements (benefit and nourishment) and customer satisfaction to are

edge for client loyalty are more imperative key marketing priorities since these be the

have gotten which guarantees their rehash obtaining propensity and great word of mouth

(Han and Rau, 2009). Devotion implies they are able to make more benefits and good

quality dimensions’ brand picture. Nourishment quality and other quality dimensions. are

forerunner and result of pictures in connection with experience Ryu, Lee & Kim (2012)

explored the impact of nourishment quality on customer's fulfillment and other influences

on nourishment quality and customer's mind-set satisfaction, they have to be known that

nourishment quality is an indicator of customer perceived values and these values depend

24
on food quality. There's a coordinate connection between two variables. Customer's

fulfillment can be effectively characterized as the consequence of individual comparison

of seen overall benefits and taken a toll hairy by client for buying it (Zeithmol, 1988).

This comparison as it were done by client not indeed by a service supplier, that values

and this is often exceptionally related to individual and subjective made numerous

benchmarks through the motto of QSCV (Quality, service, cleanliness and values) driven

brand victory customer's fulfillment is determined from items of brand which includes up

nourishment quality and benefit quality sends forward to its clients. Recommended that

there is a coordinate relationship in cognitive reactions like accepts and satisfaction level.

According to Garg and Kumar, the dining experience has influenced the

satisfaction and loyalty of both students and staff customers. In university cafeterias,

customer satisfaction is totally related to the served food and beverage quality, variety

and choices, to hygiene and cleanliness, and to price and value fairness. Based on the

aforementioned attributes, there were many factors found to influence customers when

choosing a food service.

The quality of the food and beverages, the quality of the service, value,

affordability, hygiene and cleanliness, location, and product diversity are just a few of the

numerous aspects that have been shown to affect students and employees when choosing

a food service facility. For the purposes of the current study, elements such as food and

beverage quality, food and beverage variety, service quality, restaurant ambiance, and

price-to-value ratio have been examined in connection to their effects on consumer

satisfaction.

25
 Concurring to Patterson and Spreng (2009) Customer's satisfaction is positive and

a coordinate forerunner of customer satisfaction. customer satisfaction. Ryu (2008) said

that customer's mentality satisfaction is the result of a corporate brand picture. He

concluded that customer 's mind-set satisfaction is the input of loyalty. Customer's

fulfillment is an essential edge of customer satisfaction. (McDougall, G.H.G. and

Levesque, T. 2000).

The restaurant should offer a wide variety of menus to customers in food service

because the customer is generally individuals from different social, ethnic, and financial

backgrounds, and generally having their correct nourishment inclinations. Menu variety

needed in arrange to serve changing fasting inclinations of the various clients (Payne-

Palacio and Theis, 2005).

Saglik, Gulluce, Kaya, and Ozhan (2014) established that in order to survive in

today’s aggressive market, all food service operations must give importance to the quality

of service offered to its customers since food service quality is viewed as a compelling

variable in fulfilling students’ expectations (Raman & Chinniah, 2011). Additionally,

they have to research other vital quality prerequisites, for example, food and beverage

quality, as well as price and value fairness, in order to be able to satisfy students (Joung,

Lee, Kim, Ahn, & Huffman, 2011).

The aptitude to please clientele is crucial for restaurants or for any other business.

Thus the client’s decision to choose a restaurant product or service is based on the ability

of that service or product to deliver a pleasant customer satisfaction. The fundamental

idea of customer satisfaction was at first seen as a decent indicator of a customer's future

purchase intentions. Amelia and Garg (2016) noted that first impressions are one of the

26
main considerations along with the quality of food, waiting time for the food being

served, correctness of the food served, and politeness and alertness of restaurant staff.

Comfortable seating and dining area and restaurant ambience had significantly affected

the customers’ intention to return to the restaurant.

Advanced way uses for the promotion to aware the customer and to satisfy them

with offering vast array of function and features Before making choice of product

offering, potential customer has an opportunity through website to make choice product

offering comparison Lim (2010) Customer ultimate satisfaction may have significant

effect at atmosphere Physical surrounding is helpful to create image in the mind of

customer and influence their behavior. Physical atmosphere of the food service

establishment has significant impacts on the customer’s satisfaction. Lighting furnishing,

sent. music and different atmosphere factors among them influence the customers.

Schwalger (2007) described in his study that in the new millennium providing customers

a unique experience is the major key to capture the market and winning their hearts and

minds. Satisfaction or dissatisfaction is the consequences of customer's consumption or

experiences of services or expectation Kurniawan (2010) branding is one of the factors

which has been identified repeatedly in customer choice in the selected product. Branding

has an impact on the purchase decision of consumers. The more a brand is successful in

their earlier period the more value for its brand can be generated. Kurniawan (2010)

company formal introduction today is branding Brand is a set of guidelines or a promise

in customer's mind Brand is a product which adds other dimensions in some way to

differentiate it from other products.

Sugeng, (2016) reported that the Customer Satisfaction is an attitude that is

decided based on the experience obtained. Satisfaction is an assessment of the

27
characteristics or

28
privileges of a product or service, or the product itself, that provides a level of consumer

pleasure with regard to meeting consumer consumption needs. Dimensions or indicators

of Customer Satisfaction can be created through quality, service, and value. The key to

generating customer loyalty is to provide high customer value.

Anas Hidayat (2019) reported that to create customer satisfaction, businesses

must pay attention to service and product quality. Customer satisfaction was not a priority

in the past, and people were less concerned with quality. However, due to awareness of

good products and high competition between businesses, the customers are concerned to

get better products or services, which is why every company is determined to meet the

customer's needs in order to enhance the customer satisfaction. Customers tend to

repurchase and recommend to others if they feel satisfied of the product or service. Thus,

customer satisfaction is significant to build the long-term business especially in the fast

food restaurant. When customers are satisfied with the products and services provided by

a fast food restaurant, they are more likely to repurchase them, which can affect the

frequency to return.

Rathi et al., (2018); Wognski et al., (2019) reported that the school canteen can

serve as an important setting for nutrition and health promotion. Foods supplied by

school canteens play a key role in food and nutritional security, and also highlight the

Human Right to Adequate Food (HRAF) (Wognski et al., 2019). Given this, priority

should be given to these places, not just concerning healthy foods, low in fat, sugar and

sodium (Brasil, 2016), but also their health criteria for minimizing the risks of Foodborne

Diseases (FBD), and ensuring the health and safety of students (Soares et al., 2018).

29
 According to The World Health Organization (WHO, 2019). Food safety,

nutrition, and food security are integrally associated and interrelated, Food hygiene and

food safety are essential to safeguard the health and avoid health risks that will threaten

the well-being of the consumers. In food businesses, it means adhering to processes and

practices hygienically while carrying out food tasks. Unsafe food does not only impact

human health but adversely affects socioeconomic productivity as well. Many of the

food-related crises and problems that most consumers are facing now are not new. Since

history was first recorded, under-reported foodborne diseases have already been an

existing health problem that greatly endangers optimum human health and well-being.

They estimated that in 2010, 600 million illnesses and 420,000 deaths occurred from

consumption of contaminated food (2017).

Copenhagen, (2015); Young and Waddell, (2016) reported that foodborne

illnesses are a burden globally to public health and to a nation’s economy, In the Republic

of Ireland, the numbers of foodborne cases have been rising for the fifth consecutive year

in 2015 according to data collected nationally as part of the EU Zoonoses regulation

(Health Protection Surveillance Center HPSC, 2016). Vulnerable groups are the most

exposed to the risks of foodborne illnesses (World Health Organization WHO, 2015a &

WHO, 2014), because their immune systems are not fully capable of fighting off

infections (Food and Drug Administration FDA, 2016a & FoodSafety.org).

Azanza, Membrebe, Sanchez et al.(2019) detailed 209 reported Philippines

Foodborne Disease Outbreaks (FBDOs) for the period of 2005 up to June of 2018. This

portrays that everybody is unprotected to the endless foodborne and food-related health

risks if food safety is non-meticulously laid into practice. In addition, these lengthy crises

30
are worsened by the occurrence of a worldwide pandemic brought about by the Covid-19

Virus. Severe outbreaks of the illness caused by this virus along other food-related

illnesses symbolize the present the public health status of our society. Consequently, it

implies the need for a reinforced social action to grasp the significance of food safety to

combat these diseases that have been documented on every continent of the world. The

young, elderly, immunocompromised, and poor are the sectors who are most unprotected

and susceptible to these hazards. Moreover, it does not only disturb people’s health and

well-being, but also partakes unfavorable economic effects for individuals, families,

communities, industries, countries, and the world at large.

Barrett, Tressie E.; (2020) Feng, Yaohua; and Wang, Hui-Hui (2020). High

school students' prevalence as food-service industry employees and their lack of food

safety knowledge make them prime candidates for food safety education. The researchers

developed a food-safety-focused curriculum for high school students aligned with Indiana

Academic Standards for Agriculture, Advanced Life Science: Food. The curriculum was

designed to provide students with fundamental food safety concepts through experiential

learning and incorporation of science, technology, engineering, agriculture, and

mathematics (STEAM) activities in the context of different careers related to agriculture,

especially in food science. This study uses the Delphi technique to evaluate the food

safety curriculum, including the identification of barriers to incorporating the curriculum

into classrooms. The Delphi technique uses an expert panel to generate consensus related

to a topic. A panel of experts in the field of education evaluated the curriculum through

three rounds of surveys containing questions related to six curriculum assessment topics.

Experts

31
rated the degree to which they agreed with statements about the curriculum using a 5-

point Likert scale and multiple-choice questions.

Chang et al. (2017) reported that the customer satisfaction is expected to result

from good service efficiency, which will improve customer engagement and

interrelationship. Customer satisfaction can be considered to determine the level of

cleanliness of a premise, albeit study found that customers created optimistic biases,

which believed that foodservice establishments have fewer risks for pathogens. However,

Wang and colleagues (2020) claimed that customers possessed excellent self-protection

behavior due to their high level of awareness regarding hygiene and health while they

pursued appetizing food. The customer’s insight may also be used to improve the

particular system in a large scale, for instance, taking the assessment of customers’

perception.

The Importance of Food Safety

Food safety appears to be an issue that affects people all over the world.

Foodborne illness and disease prevention is a significant issue for governments all over

the world. Consumer concerns, as well as new menu safety concerns, are fueling this

increasing awareness (WHO, 2017). Knight et al. began investigating customers'

perceptions of restaurant product safety (2017). They discovered that, while Filipinos

believed restaurants were capable of preparing and delivering safe food, they rated them

as less competent than grocery shops and manufacturers (farmers). Food safety education

is required in many areas in the PH, although training may not be adequate to enhance

food handlers' safe food practices in all cases (Manila., 2009). Commercial foodservice

operations blame 59% of claimed foodborne diseases (CDC, 2016). Updated estimates of

foodborne disease outbreaks in the Philippines got published by the Centers for Disease
32
Control and

33
Prevention (CDC) in 2010. The intake of foods infected with recognized illness agents

results in an approximate 9.4 million diseases, 55,961 hospitalizations, and 1,351 deaths

each year (Scallan et al., 2011), with an added 38.4 million diseases, 71,878 hospital

readmissions, and 1,686 lives lost estimated from the consumption of unspecified foods

(Scallan et al., 2011). To put that in perspective, about a million people in the United

Kingdom get sick from eating contaminated food each year, which leads to

hospitalizations and deaths. (Food Standards Agency, 2012) Although foodborne

epidemics in England and Wales decreased between 1992 and 2008, those associated

with food service establishments increased. (Gormley et al., 2012) "To minimize the risk

of illness, the foodservice industry must implement adequate control measures and

adhere to recommendations given by national food authorities" (pg. 698. Gormley et al.,

2012). Foodborne sickness and disease risks may get mitigated with preventative

measures.

Improving Food Safety and Efficiency

One method for minimizing the rising number of foodborne infections is to train

food workers. Some states require food workers to be trained, while others recommend or

encourage it. According to Rennie (2012), volunteer training programs may target just

people who are aware of the problem and wish to act correctly. Mandatory training

programs ensure that employees who work with food are suitably trained. Changes in

food safety knowledge, food hygiene practices, or food violations observed/inspected

determine the efficacy of food standards training programs. Numerous research on the

efficacy of various training programs got performed. These studies have produced

inconsistent findings on the efficacy of training. Egan et al. (2017) performed a review of

research examining the efficacy of food standards training in the food industry's
34
commercial sector.

35
Egan et al, mainly focused on the outcome indicators used by academics to determine the

efficacy of training. Forty-six studies fulfilled the criteria for inclusion. These

investigations got performed between 2005-2018, with the bulk undertaken in the

Philippines. Sixty-five percent included food handlers. while 24 percent concentrated on

supervisors. Most studies assessed participants' knowledge, attitudes, behaviors, and

practices regarding food safety or hygiene. The five research designs were descriptive,

audit, before-and-after, comparison, and randomized control experiment, with the

plurality (56.5%) being descriptive.

Hygiene

A school canteen must be both safe and tidy. Working in a school canteen

necessitates constant attention to food safety. Food should be "clean" and "safe" for

customers to consume. Furthermore, sanitation plays a significant influence in how

someone keeps food safe for youngsters to eat. The technique of keeping oneself and

your environment clean is known as hygiene. According to the World Health

Organization, hygiene refers to conditions and behaviors that aid in the maintenance of

health and the prevention of disease transmission. Personal hygiene starts at home, with

the key aspects of proper hygiene being a clean body, hair, and clothing. It is essential in

everyone because everyone has their own sanitary routines. Good hygiene procedures are

vital for food preparation not just in the home but also in the workplace. According to

FAO (2012), good hygiene practices are all practices involving the circumstances and

procedures required to ensure the safety and appropriateness of food at all stages of the

food chain. This means that the school canteen must ensure proper hygiene for all of its

employees. Employers and employees have legal and moral responsibility to safeguard

consumers from becoming

36
unwell after consuming their products, according to Jo Johnson (2018) in his paper.

Because the employer is educated in industry, the cook in the home must be aware of the

necessity to maintain the surface clean at all times. To prevent the transmission of illness

and poisoning, hats, gloves, masks, and first aid supplies are provided and should be used

as needed. This includes all staff members practicing safe personal hygiene, knowing

how to properly store goods, keeping foods at the right temperatures, and maintaining

cleanliness. As a result, maintaining adequate self-hygiene by personnel is as important to

the firm's reputation as their performance. Another requirement is that the canteen area

maintain sufficient hygiene or cleanliness. Hygiene is associated not only with people but

also with the environment in which they interact. According to Paulette (2016)'s article,

keeping adequate workplace hygiene is critical for the business's long-term performance.

An enticing workplace provides both employees and customers with a high level of

comfort. Keeping the workplace clean will aid in the creation of a pleasant environment

that will please the customer.

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 THE RESEARCH PROBLEM
Statement of the Problem

The researchers aim to know the importance of the relationship between the

customer satisfaction towards the performance of the food safety in cafeterias at Talisay

City College.

This study sought to answer the following questions:

1. What is the profile of the respondents in terms of?

1.1 Age;

1.2 Sex

1.3 Civil Status; and

1.4 Employment Status;

2. What is the perception of the respondents on food safety in cafeterias at Talisay

City College in terms of?

2.1 Customer Service;

2.2 Product

2.3 Sanitation

2.4 Physical Design

3. What is the level of customer satisfaction of the respondent in terms of?

3.1 Responsiveness

3.2 Place

3.3 Price

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 4. Is there a significant relationship between the perception of the respondents and

the customer satisfaction on food safety in cafeterias at Talisay City College?

5 Based on the data gathered, what program can be proposed?

Null Hypothesis

The level of food safety in the cafeteria at Talisay City College has no significant

impact on customer satisfaction. The measures taken to ensure food safety in the

cafeteria, such as hygiene and sanitation procedures, compliance with food safety

regulations, and monitoring of food temperature, do not have a meaningful effect on the

satisfaction of students and faculty members who use the facilities.

Significance of the Study

The study aims to know the food safety in cafeterias and impact on customer

satisfaction at Talisay City College. It is to provide information regarding the satisfaction

of its customers. It would be beneficial for the next entrepreneurs who would like to enter

an industry like food service establishment.

Entrepreneurs. It provides an opportunity to learn and develop in order to satisfy their

customers. Entrepreneurs can gain knowledge about running their businesses by

conducting this study. It provides a reliable perspective on how organizations can

enhance their management and begin to increase consumer happiness. It provided

important information about the significance of customer happiness in all industries.

Students. It can provide them with an overview of how customer satisfaction influences

the overall operation of a specific firm, particularly food safety, which has a higher

customer demand. It inspires them to improve their decision-making abilities, especially

39
for individuals interested in pursuing a career in business. It suggests ways to keep a

positive relationship between clients and the business.

Researchers. It explains how food safety in cafeterias and the impact on customer

satisfaction help to build their reputation by giving their customers value and treating

them as an essential asset. It assists the researcher in comprehending the operation of the

fond service establishment and the techniques used to attract clients. It assists the

researcher in evaluating the operations and business environment to determine which

elements of management need to be improved and taking corrective measures.

Future Researchers. The findings of the study would provide relevant information of

any food and service-oriented businesses and other researchers on matters related to

customer satisfaction. This study will encourage other researcher to conduct similar study

for wider scope and it includes variables which needs to have a further study. It can serve

as a tool of references to their future studies. It can give them an idea which can be

applied in conducting their study.

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 RESEARCH METHODOLOGY

The research methods used to perform research are specifically defined in this

chapter. The researcher would analyze and explain how the evidence and knowledge

needed to answer the study goals and questions have will gather, interpret, and evaluate.

In more detail, the chapter gives information about research design, research locale, the

methods of data collection, the study population, sampling procedure, research

instruments, and data analysis techniques, reliability of questions, and ethical

considerations.

Research Design

Descriptive quantitative method was used in this study to determine the food

safety in TCC cafeteria. In order to satisfy the objectives of the study, purposive sampling

method was used in which researchers were using survey questionnaires that contain

questions helping the respondents in assessing their opinions of the digital application.

Research Locale

The research will be conducted on the grounds of Talisay City College. The

survey questionnaires will be given personally to the respondents by the researchers.

Research Instrument

In this study, the researchers will use printed questionnaires and pens as materials

to gather data from the college students every department of Talisay City College.

Cameras in mobile phones will also be used for documentation that serves as evidences

or proofs that will strengthen the claim of this study.

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Research Respondent

From the respondents collected from the purposive sampling method, the research

used a survey questionnaire that contains questions that have the respondents assess the

food safety in TCC’s cafeteria in question.

Date Gathering Procedure

The researcher’s study was guided by the following procedures:

Pre-Administration

In the preliminary phase, the researchers formulated a research title and proposed

the title to the research advisor. The researchers also consulted the research advisor about

the context of the study being studied and asked for advice on how to improve it. Next,

the researchers underwent a pre-oral defense to know what was lacking in the study and

what parts of the study needed improvement. To obtain the necessary data, the

researchers prepared a letter requesting permission from the President's office to conduct

a survey inside the premises of Talisay City College.

Administration

After obtaining confirmation, the researchers could conduct a survey.

Administering the questionnaire electronically either via email or on the Web in regards

to the status.

Post-Administration

The researchers will evaluate the degree of competence and review the results

after retrieving the survey questionnaire.

42
Treatment of Data

The data gathered will then be given a numerical value which will be used to

interpret the data into statistical form based on the numbers from the raw data. Subjective

opinions will also be accounted for and relevant numbers will be counted and combined

to present the data in numerical form based on how many people agree or disagree on a

statement provided.

Statistical Tool

The researchers will be using the Customer Satisfaction Scale (from Not Satisfied

to Very Satisfied) and Net Promoters Scale (from One to Ten) in the survey

questionnaire.

In the Net Promoter Scale® metrics, ratings from 1 to 6 are considered Detractors,

7 to 8 as Passives while 9 to 10 are Promoters. Upon calculating the NPS score, negative

scores signify a non-promoting customer while a positive score signifies active customers

who promotes the product or service.

In the Customer Satisfaction Scale metrics, those who rated 4 to 5 are the ones to

consider when computing its score. This is called the top-2-box measuring of customer

satisfaction where the two highest possible response ratings are taken. Studies have

shown that the two highest values on customer feedback surveys are the most accurate at

predicting customer retention.

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Ethical Consideration

Before completing the analysis, the researchers had to obtain permission from the

Talisay City College Board's respective personnel. The system and method and privacy

of participants should be ethical considerations. The confidentiality of the respondents,

who were also research subjects, was protected. This is consistent with the study's

privacy policy.

Respondents will be notified that the information they provide will only be used

for research purposes. Both potential respondents will be selected.

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 DEFINITION OF TERMS

The researcher encourages people to read this analysis and gain a better
understanding of the study, and to define a few terminologies to make it more
understandable to anyone who may come across it. The following are some of the words
in the vocabulary along with their names and definitions:

Age. refers to the respondent's life years. This is usually measured in months or years.
Civil status-refers to the respondents' marital status; he or she could be married, single,
divorced, or widowed.

Customer satisfaction. refers to how well you, as a product or service provider, fulfill
the needs and expectations of your customers. Customer satisfaction in the context of
food safety in Talisay City College cafeteria refers to the degree to which the customers
are pleased with the food safety measures and practices in place, and their level of
confidence in the quality and safety of the food being served.

Customers. customers are the individuals and businesses that purchase goods and
services. In research about food safety in cafeteria refer to the individuals who consume
the food served in the cafeteria, typically students, faculty, and staff members of the
university.

Extent of actual food hygiene practices. refers to the proper hygiene practices in terms
of food production, food storage, food practices, and the environment.

Food. something that people eat to make them alive. Refers to the items served and
consumed in the cafeteria, including meals, snacks, and beverages.

45
Food area sanitation. refers to the cleanliness and upkeep of machinery and facilities. It
is critical for the safety of kitchen staff and food preparation.

Food environment. refers to the physical presence of food in the surroundings of a

location where a business is installed and operates.

Food equipment maintenance. refers to the items used in the preparation of food.
Maintaining clean pots, knives, ovens, refrigerators, and other utensils used during and
after food preparation are some of its examples.

Food handling. it still refers to the actions involved in preparing food while ensuring that
it is safe for consumption. Keeping the materials and ingredients clean, separating raw
and cooked foods, thoroughly cooking the food, storing the food at safe temperatures, and
using safe water and raw materials are some examples.

Food hygiene. refers to the measures and conditions required to control hazards that
could lead to food-borne illness and to ensure food safety for human consumption.

Food preparation. this is the process of preparing food for consumption. Any actions
taken during the preparation of a dish are included. Washing, peeling, cutting, cooking,
and serving are some examples.

Food safety. handling procedures applied during food preparation, processing, storage,
and distribution of the products. In Talisay City College cafeteria refers to the measures
and practices put in place to ensure that the food served in the cafeteria is free from
contaminants, harmful substances, and meets hygiene standards to prevent foodborne
illnesses.

46
Safety. being protected from danger or harm: the state of being safe. In cafeteria refers to
the absence of harmful substances and the presence of measures that ensure the food
served is hygienic and free from contamination, thereby reducing the risk of foodborne
illnesses.

Satisfaction. an act of satisfying or fulfilling; a pleasant feeling that you get when you
receive something you wanted, or when you have done something, you wanted to do.

School cafeteria. place of school where students purchase their foods and eat. A space in
a school where university students, instructors, and staff members purchase food at a
counter and transport it to tables for meals.

47