SERVICE QUALITY AND CUSTOMER SATISFACTION ON THE CANTEENS

OF TARLAC NATIONAL HIGH SCHOOL

_____________
A Quantitative Research Presented to
MS. EMMA CONCEPCION V. ESPINO

12-Morgan
Academic Track
Accountancy, Business and Management
Senior High School
Tarlac National High School
Macabulos Drive, San Roque, Tarlac City
_____________
In Partial Fulfillment
of the Requirements for the Subject
Inquiries, Investigations and Immersion
____________

COALESCE
Patricia Mae D. Castro
Thea Marie B. Dimarucut
Gerlie G. Gabriel
Jedi Danielle G. Joaquin
Angela P. Quitalig
Justine Kate G. Sarmiento
Rhea Ann B. Suba
Tiffany S. Villamater

June 2023
 ii

APPROVAL SHEET

This research paper of TIFFANY S. VILLAMATER, PATRICIA MAE D. CASTRO,

THEA MARIE B. DIMARUCUT, GERLIE G. GABRIEL, JEDI DANIELLE G.
JOAQUIN, ANGELA P. QUITALIG, JUSTINE KATE G. SARMIENTO AND
RHEA ANN B. SUBA entitled “SERVICE QUALITY AND CUSTOMER
SATISFACTION ON THE CANTEENS OF TARLAC NATIONAL HIGH
SCHOOL” which is prepared and submitted in partial fulfillment of the requirements for
the Senior High School Academic Track ABM Strand has been examined and
recommended for acceptance and approval.

EMMA CONCEPCION V. ESPINO

Research Adviser

Accepted and approved in partial fulfillment of the requirements for the Senior High
School Academic Track ABM Strand Applied Subject Inquiries, Investigations and
Immersion.

MARK ANTHONY C. PIMENTEL PhD

Assistant Principal II
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ACKNOWLEDGEMENT

First and foremost, the researchers would like to thank Dr. Mark Anthony C.

Pimentel for making the conduct of the study possible, with his approval and support the

research was able to follow through. Secondly, the researchers would also like to give

their gratitude to Ms. Emma Concepcion V. Espino for her continuous guidance to the

researchers in every step and procedure of the study. Through her consistent effort, the

researchers were able to strongly construct the study to its full content.

Furthermore, the researchers would like to acknowledge Mr. Norman Galabo for

giving his permission in regards with the replication of his study “Canteen Service

Quality and Customer Satisfaction.” Without the help of Mr. Galabo, the study will not

come to its existence.

Lastly, the researchers would like to thank the participants of the study — Grade

12 Accountancy, Business and Management students of Tarlac National High School for

their full cooperation. With their participation, the researchers were able to complete the

study without difficulty.

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DEDICATION

We lovingly dedicate this, especially to our awesome Grade 12 ABM students,

who are the exclusive focus of this study. Thanks to the efforts of the researchers and to

those individuals who serve as an inspiration. Their participation and cooperation were

essential in making this research possible.

To our beloved parents, siblings, guides, acquaintances, and fellow students who

rendered their words of encouragement and guidance, we express our deepest gratitude

for their unwavering support throughout this research journey.

Our research adviser, Ma'am Emma Concepcion V. Espino, who has been the

source of inspiration for us. We express our deepest gratitude for her open support all

throughout this research journey.

To the Tarlac National High School faculty and staff, especially the canteen staff,

we would like to thank them for their support and devotion in providing us with

nutritious meals that have fueled our minds and bodies all over our study journey. Lastly,

we thank the Almighty God for His undying love and blessings that have enabled us to

achieve our goals and overcome challenges throughout this journey. May His grace

continue to guide us in all our future endeavors.

The Researchers
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TABLE OF CONTENTS
Title Page
TITLE PAGE……………………………………………………………………………..i
APPROVAL SHEET………………………………………………………………….....ii
ACKNOWLEDGEMENT………………………………………………………………iii
DEDICATION…………………………………………………………………………...iv
TABLE OF CONTENTS………………………………………………………………. v
LIST OF TABLES………………………………………………………………………vii
LIST OF FIGURES……………………………………………………………...……..viii
ABSTRACT…………………………………………………………………..………...ix

CHAPTER 1 - THE PROBLEM AND ITS BACKGROUND………………………..1

Introduction…………………………………….………………………………………...1

Statement of the Problem…………………………………….…………………………..5

Scope and Delimitation…………………………………….…………………………......6

Significance of the Study…………………………………….……………………………6

Definition of Terms…………………………………….………………………………...7

CHAPTER 2 - REVIEW OF RELATED LITERATURE AND

STUDIES………….……………………………………………………………………... 9

Related Literature…………………………………….…………………………………. 9

Related Studies…………………………………….………………………...………….12

A. Foreign…………………………………….……………………………..…………. 12

B.Local…………………………………….……………………………………………15

Conceptual Framework…………………………………….………………..……….... 19

Paradigm of the Study……………………………………………………...…………...19

CHAPTER 3 - METHODS OF STUDYING AND SOURCES OF DATA………….20

Research Design…………………………………….…………………………………..20
 vi

Respondents…………………………………….…………………………………….... 21

Research Locale…………………………………….………………………………….. 22

Research Instrument…………………………………….………………………………23

Validity and Reliability of Research Instrument………………………………………..23

Methods of Gathering Data…………………………………….………………...……..24

Ethical Considerations…………………………………….…………………………… 24

Statistical Treatment……………………………………………………………………25

CHAPTER 4 -PRESENTATION, ANALYSIS, AND

INTERPRETATION OF DATA……………………………………………………...29

Presentation, Analysis and Interpretation of Data……………………………..………29

Implication of the Study………………………………….…………………………….52

CHAPTER 5 - SUMMARY OF FINDINGS, CONCLUSION

AND RECOMMENDATION………………………………………………………...56

Summary of Findings…………………………………….……………………………..56

Conclusion…………………………………….………………………………………..58

Recommendations…………………………………….………………………………...60

BIBLIOGRAPHY…………………………………….………………………….……..61
APPENDICES

Appendix A - QUESTIONNAIRE……………………………………………………..65
Appendix B - TABLE OF CONSTRUCT……………………………...………..……..69
Appendix C - PERMIT TO CONDUCT STUDY………...……………………………70

Appendix D - LETTER/EMAIL TO AUTHOR………………………………………..71

CURRICULUM VITAE………………………………………………………………72

PLAGIARISM CHECK................................................................................................80
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LIST OF TABLES

Table 1 Stratified Random Sampling………………………………………………….....22

Table 2. Likert Scale Interpretation for Service Quality………………………………....25

Table 3 Likert Scale Interpretation for Customer Satisfaction..……………………...….26

Table 4. Pearson-r Computation……………………...………..…………..…………….27

Table 5. Reject or accept the constructed hypothesis………………………………...….27

Table 6. Strength of Relationship or Correlation……………...…………..……………..28

Table 7 Service Quality in terms of Tangibility…………………………..………….….30

Table 8 Service Quality in terms of Assurance……….…………..……………………..31

Table 9 Service Quality in terms of Reliability..……………….………………………..33

Table 10 Service Quality in terms of Responsiveness…………...……………….……..34

Table 11 Service Quality in terms of Empathy………………….…….………………...35

Table 12 Summary of the Service Quality………………………………………………36

Table 13 Customer Satisfaction…………………………………………………………38

Table 14 The Relationship between Tangibility and Customer Satisfaction.....................41

Table 15 The Relationship between Assurance and Customer Satisfaction......................43

Table 16 The Relationship between Reliability and Customer Satisfaction......................44

Table 17 The Relationship between Responsiveness and Customer Satisfaction.............46

Table 18 The Relationship between Empathy and Customer Satisfaction........................48

Table 19 The Relationship between Service Quality and Customer Satisfaction.............52

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LIST OF FIGURES

Figure 1. Paradigm of the Study………………………………………..……………..…19

Figure 2. Tarlac National High School Map…………………………………………….22

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ABSTRACT

The primary objective of the study was to determine how Tarlac National High

School's canteen service quality and student satisfaction correlated with one another.

With a total of 181 Grade 12 Accountancy, Business and Management respondents, the

researchers conducted a non-experimental descriptive correlational research study using

stratified random sampling. The mean, Pearson Product-Moment Correlation (Pearson r),

descriptive analysis, and correlational analysis were the statistical methods used. The

qualities of tangibility, assurance, reliability, responsiveness, and empathy served as

canteen service quality indicators. The product quality, service quality, and canteen

equipment were considered factors in determining customer satisfaction. The results

showed that both canteen service quality and customer satisfaction perceptions by

students are only moderately satisfied. Apart from that, canteen service quality and

student satisfaction have a relationship, and empathy demonstrated a strong positive

correlation. In addition, out of 10 criteria for canteen service quality, tangibility,

assurance, reliability, responsiveness, and empathy were the five well-known areas that

had the most impact on student satisfaction. As a result, the school cafeteria managers are

advised to enhance the quality of the services they offer to students based on the well-

known five predictors of student satisfaction, as shown in the results that service quality

provided to the students are mostly have a moderate correlation with customer

satisfaction.
 Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Canteen food services can be found in nursing homes, hospital facilities, prisons,

school, and university campuses. The standard of food service is one of the most

important quality items as perceived by customers. Patient satisfaction in health care is

ultimately related to the quality of services provided. The quality of the physical

environment, service, and food in hotel restaurants influences guest satisfaction and

intention. Food service attributes are now more important than ever in the higher

education environment, influencing the quality of campus life.

A business’s ability to satisfy its customers is crucial. In addition to serving as a

crucial differentiator that aids in luring in new clients in competitive business settings, it

also serves as the leading signal to gauge customer loyalty and pinpoint dissatisfied

clients. Consequently, dissatisfaction is a person’s sense of disappointment as a result of

evaluating how well a thing performed in comparison to their expectations. Customer

dissatisfaction results from performance that falls short of expectations.

Furthermore, customer’s satisfaction is an important key for the economy sector.

The service of the canteen is important in developing interest in buying nutritious and

healthy food among customers, making it possible for them to enjoy nutritious and

healthy food at affordable prices during the day. The canteen should also provide the

customer with a variety of foods and dishes.

 2

The majority of studies conducted in Europe concern canteens in elementary and

secondary schools but not in university level. Also, it doesn't address service assessment

but rather a distinct age range of customers and canteen selection criteria. As the criteria

included elements of facilities and structures that did not satisfy the standards, Malang,

Indonesia, demonstrated that canteens in all faculties still did not meet the physical

feasibility of implementing food service sanitation cleanliness.

According to the regression analysis of the study of Serhan and Serhan (2019) in

Rural Lebanon Universities, it has shown that service quality was the strongest predictor

of customer satisfaction. They have also shown that staff with polite manners, attentive

and friendly, and knowledge about the food items served increases the customer

satisfaction. Maintaining the service quality ensures that canteens can continue to meet

or exceed the customers satisfaction.

There have been many studies done in the past that looked at the notion of

satisfaction in a service industry. The degree to which a client is satisfied with a product

or service relies on a number of variables, including perceived service quality, customer

mood and emotions, social interactions, and other subjective aspects that are practiced.

Moreover, Parasuraman et al. (1985) created a service quality model to show how gaps in

businesses’ processes affect how consumers perceive quality. Nonetheless, they provided

a list of 10 criteria for determining service quality that apply to all services. Tangibility,

dependability, responsiveness, competence, access, civility, communication, credibility,

security, and comprehension are among the 10 aspects. The well-known five service

quality dimensions—tangibility, assurance, dependability, responsiveness, and

empathy—were also formed from these 10 dimensions. The following are the definitions
 3

of these five dimensions: tangibility refers to the physical facilities, tools, and appearance

of the staff; assurance refers to the knowledge and courtesies of employees and their

ability to convey trust and confidence; reliability refers to the ability to perform the

promised service dependably and accurately; responsiveness refers to the willingness to

assist customers and to provide prompt services; and empathy refers to the caring,

individualized attention the firm provides its customers.

A business should strive to achieve customer satisfaction. Failure to deliver

customer satisfaction often results in catastrophic outcomes such as negative word of

mouth, complaining behavior and guest and closure/ bankruptcy. On the other hand,

delivering customer satisfaction can enhance word of mouth referrals and customer

loyalty and even sustainability (Kim et al., 2019). The three main factors that might affect

customer happiness are service, cost, and food quality. Customer happiness is directly

and positively impacted by perceived quality and value.

The Department of Education is dedicated to supporting students’ health and

well-being through its curriculum in schools and a variety of initiatives that provide

opportunities for physically fit people who love eating healthy food. If the performance

meets the customer’s expectations, the performance is deemed satisfactory.

Comprehensive health and wellness programs, including instruction in food and nutrition,

are recommended to be implemented in schools. They contribute to the eradication of

malnutrition and provide pupils with a setting for the formation of healthy eating

practices. In light of Dep. Ed. 14th Order Every school is required to have a school

canteen, as stated in the Instruction to Encourage Consumption of Nutritious and Safe

Meals in Schools from 2005. The school canteen policies are being implemented as per
 4

Dep. Ed. Order No. 8 of 2007. The formation of eating habits should take place in

canteens.

In the Philippines, particularly in Batangas, Espino (2017) explained that

delivering customer satisfaction is an utmost priority in the food business. However,

business owners should make sure that operational efficiency is ensured while making an

effort to satisfy customers.

Any food and beverage business that can meet or surpass students’ expectations

while still offering a dining experience that includes both tangible and intangible features

will be successful. The satisfaction of the students regarding the service they should

receive from institutional food service, and today’s students are more sophisticated and

exposed to a variety of dining experiences, including ambiance, cleanliness, taste of the

food, amount serving, and variety of food, customer service, price, and nutritional value

of food services. The criteria that students use to assess institutional food service have

been affected by these elements (Banga et al., n.d.).

Each school is required to have a Canteen in order to maintain the healthy diet of

the students. In Tarlac National High School, there are a total of two main canteens and

four small branches that serve thousands of students. Canteens inside Tarlac National

High School offer foods for Mirienda and Lunch. From Junk food, Street foods, Rice and

different types of dishes for the students lunch, they also offer different kinds of drinks

from bottled water and different kinds of flavored drinks, some are even made by the

vendors. These are just some of the things that the Tarlac National High School Canteens

offer. They offer these foods with the amount that can satisfy the hunger of students and

can improve their health.

 5

These canteens are the students' source of healthy and nutritious foods around

campus that can satisfy both their hunger and body. Canteens have continuously

contributed to students' health improvement, and when a canteen fails to serve nutritious

foods students also suffer from loss of energy and being unable to stay focused.

This study seeks to clarify how the school provides the service quality to meet

customer satisfaction and what services are offered by the school to help Grade 12

Accountancy, Business, and Management (ABM) students to have a healthy lifestyle. It

also seeks to determine the relationship between service quality in The Canteens’ of

Tarlac National High School and customer satisfaction of ABM students.

Statement of the Problem

This study was conducted to determine the relationship between service quality

and customer satisfaction in the canteens of Tarlac National High School.

More specifically, this study answers the following:

1. What service quality are experienced by the Grade 12 ABM students inside the

Tarlac National High School canteens along with the following:

1.1 tangibility,
1.2 assurance,
1.3 reliability,
1.4 responsiveness, and
1.5 empathy?
2. What is the level of customers’ satisfaction on the canteen services of Tarlac

National High School?

 6

3. Is there a significant relationship between the service quality and level of

customer satisfaction of the Tarlac National High School Grade 12-ABM students?

Hypothesis

Ho:There is no significant relationship between service quality and customer

satisfaction in the canteens’ of Tarlac National High School.

Scope and Delimitation

The general intent of this study was to determine if there is any relationship

between service quality and customer satisfaction in the canteens’ of Tarlac National

High School.

This study identified and assessed the experience of grade 12 ABM Students in

service quality inside the Tarlac National High School Canteens' in terms of tangibility,

assurance, reliability, responsiveness and empathy during the First semester of the school

year 2022-2023 and seek the relationship of customer satisfaction on the canteen services

of Tarlac National High School. This study was conducted in Macabulos Drive in San

Roque, Tarlac City Tarlac.

Significance of the Study

The results of the study is of great benefits to the following:

To the School Administrators, the findings may offer data that can be used to

develop policies to enhance the canteen services offered to TNHS students. This might
 7

help school administrators into providing canteen facilities in the school improvement

plan.

To the Canteen Managers, this might provide the information that the canteen

managers need to prioritize areas for service enhancements that would better meet the

needs and wants of their customers.

To the Students, the study will help students better understand the canteen's

operations and the important services that the school is obligated to provide.

To Future Researchers, this study was a basis for anyone interested in

conducting a further study on the canteen service quality and student satisfaction.

To the Parents and Guardians, this gave them an idea on how the treatment

given by the canteen staff to their children.

Definition of Terms

The following are conceptually and operationally defined in the study:

Assurance - is the staff's behavior towards the customers that will give the

customers’ confidence towards the canteen — makes the canteen a safe environment for

the customers.

Customer Dissatisfaction - when a customer may have attained a negative

impression towards the service or product.

Customer Satisfaction - this corresponds to the level of satisfaction perceived by

the students with the services offered by the TNHS school canteen.
 8

Empathy - the school addresses the customers’ problems and performs their best

interest into providing customers personal individual time and having convenient

operating hours.

Reliability - provides the customers accurate service for the first time without

making any errors and delivers what it has promised to do to keep the quality of the

service.

Responsiveness - employees or staff at the canteen are willing to help customers

and respond to their urgent needs.

Service Quality - refers to a measure of how well an organization understands

their customers’ needs and being able to fulfill their expectations.

Tangibility - is the physical image or representation of the service that customers

usually use to evaluate the quality.

 Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents the surveyed related literature and studies in a thematic

structure. This related literature and study will provide insights, directions, and a

framework for the present study.

Related Literature

Services may come in all forms, its explanation will come depending on whether

in what situation the word is being used. In other words, the explanation of service

always varies within the context. According to Kotler and Keller (2009) “service is any

performance or action that one can offer to another that’s intangible and does not proceed

in the ownership of anything”. However, Lovelock (1988), defines services as economic

activities that provide benefits for the consumers as an outcome of bringing about a

wanted in – or on behalf of – the service recipient.

Measuring the quality of a service provided by the firm or organization can easily

be done when using the 5 components – tangibility (physical image), assurance (staff

behavior), reliability (accurate service), responsiveness (staff's willingness), and empathy

(adhere to customers’ problems).

According to Peek (2023) business experts have been saying "the customer is

always right" for the longest time. The consumer should always be pleased and satisfied

with the company and with the service they provided. Consumers that enjoy doing

business with a company will return and frequently refer them to friends and family.
 10

Sales and recognition of brands come. In addition, Samoszuk and Allison (2021)

stated that when companies meet or exceed the consumers’ expectations, businesses are

considered to offer high-quality customer service. While visiting a restaurant or store,

each consumer has an ideal expectation of the kind of service they wish to receive.

Service delivery against client expectations is a measure of service quality.

A company's profitability and reputation can both rise as a result of measuring

and improving service quality. Service quality can directly affect your company's

capacity to meet clients demands while maintaining competitiveness, regardless of the

industry. An important skill to have is the ability to assess and enhance the quality of

your services, but doing so requires knowledge and experience (Indeed, 2021).

Furthermore, as mentioned by American Society for Quality (2023), customer

satisfaction is defined as a measurement that determines how happy customers are with a

company’s products, services, and capabilities. Thus, it illustrates the health of their

company by demonstrating how well their goods or services are received by customers.

Excellent customer satisfaction translates to satisfied consumers and a growing market.

However, Kotler (2018), defined satisfaction as: “a person’s feelings of pleasure or

disappointment resulting from comparing a product’s perceived performance (or outcome)

in relation to his or her expectations. Furthermore, Farris (2018), defines customer

satisfaction as ‘the number of customers, or percentage of total customers, whose

reported experience with a firm, its products, or its services exceeds specified satisfaction

goals’ in his book Marketing Metrics. The Marketing Accountability Standards Board has

even validated this concept as the accepted definition of customer satisfaction, Customer

satisfaction = f(perceived performance, buyer’s expectations). Therefore, perceived

 11

performance and expectations are a function of consumer satisfaction. Consumers'

perceptions of the quality of a product or service are known as perceived performance.

According to Qayum (2021), Almost 33% of customers would consider switching

because of poor customer service, which raises the probability of selling to an existing,

satisfied client from 60% to 70%. Following a positive customer experience, 69 % of

customers said they would refer the company to others, and 50% said they would use it

more often. Customer satisfaction refers to how satisfied customers are with the quality

of the services that they can receive from the company. They quantify satisfaction by

asking clients to assess their interactions or involvement with the company on surveys.

They can get an idea of the health of the business from the survey's results. client

satisfaction rating will show any problems in the service. A positive score will also

indicate that consumers are satisfied with the services which will lead to higher client

retention and referral rates. Also, it provides an opportunity for the customer service staff

to confirm that their efforts continually produce happy customers. The key is to identify

key performance indicators that are essential to the overall customer service objectives

after using a specific grading system to describe what customer satisfaction means to the

company (Kaizo, n.d.).

Many researchers have looked into the importance of customer satisfaction.

According to Franklin (2023), customer satisfaction is important because it illustrates

whether your customer base likes what you’re doing.It shows that high satisfaction leads

to greater customer retention, higher lifetime value, and a stronger brand reputation (CX

Maturity in North America, 2021).

 12

As reported by SmartSurvey (n.d.) Customer Satisfaction Surveys are important

because Successful businesses rapidly understand that maintaining clients is less

expensive than acquiring new ones. A business continuously invests time and money in

advertising and other efforts to bring in more clients if certain activities drive away

clients. Some business owners use online surveys to gather feedback because they are

aware that flaws in the manufacture or delivery of items result in unsatisfied customers.

Customer satisfaction surveys can become essential tools for growing the company and

making sure that clients are content and devoted.

Related Studies

A. Foreign

“Service Quality and Customer Satisfaction in Resort Hotels in Nigeria” by

Nneoma and Uwabor (2021) has proven that reliability, responsiveness, and tangibility

has a relationship in increasing the customer satisfaction among resort hotel customers.

Additionally, awareness level in regards to the importance and benefits of service quality

can help managers in improving their quality of service.

Nneoma and Uwabor’s study and the current study both seek data that correlates

the service quality and customer satisfaction, however the current study examines the

canteens in the Tarlac National High School to collect data that can be used to correlate

the two variables.

A study conducted by Malik et al. (2020) entitled, “The Impact of Service Quality

on Students’ Satisfaction in Higher Education Institutes of Punjab” demonstrated that

customers at the School of Business were extremely satisfied with the service quality and
 13

its assurance, tangible, and responsiveness aspects; however, customers’ satisfaction with

empathy was just modest. The study also showed that the students had high expectations

for the services the School of Business delivered. Moreover, it has been demonstrated

that the service quality aspects of assurance, tangible, responsiveness, reliability, and

empathy may account for 100% of customer satisfaction. The report makes the

recommendation that the School of Business cater to students’ needs by giving them

individualized attention to address their particular issues.

Both the current study and Malik’s study evaluated the connection between the

catered service’s quality and students’ satisfaction. While the current study aims to

clarify how the school provides the service quality to meet customer satisfaction and

what services are offered by the school to help Grade 12 Accountancy, Business, and

Management (ABM) students have a healthy lifestyle, the previous study aimed to

determine the service quality and its dimensions of assurance, tangible, and

responsiveness provided at the School of Business.

“A Comparative Study of Students’ Expected and Actual Perception Towards

Service Quality at Jilin Huaqiao University of Foreign Languages, China” by Zhang

(2019) attempted to examine the actual and perceived towards the quality of service of

Jilin Huaqiao University of Foreign Languages. Their result has shown that the actual

service quality was higher than the expected service quality at the University.

The study of Zhang (2019) and the current study both examine the service quality

at the canteens provided to the students. However, Zhang’s study focused on the service

quality exceeded the expectations of the students to the service, while the current study
 14

focuses on studying the experiences of the students in regards with the service quality of

the canteen.

“An Empirical Study on University Canteen Satisfaction Survey-A Case Study of

Jiangsu University” by Wenjing (2019) indicates that the canteen is typically well-liked

by students. The main factors that affect the satisfaction of the canteen are product

quality, service quality, and canteen hardware.

The study of Wenjing (2019) and the current study both focus on customer

satisfaction starting from the details and improving from the needs of the student.

Nevertheless, Huang Wenjing’s study mostly focused on Jingsu University students, but

the present study concentrated on the Tarlac National High School students’ customer

satisfaction.

According to an empirical study by Kajenthiran and Karunanithy (2015),“Service

Quality and Student Satisfaction: A Case Study of Private External Higher Education

Institutions in Jaffna, Sri Lanka”, there is a high positive correlation between service

quality and student satisfaction. Moreover, a key factor in student satisfaction is service

quality. (F= 37.345; P 0.05) and accounted for 49% of the observed variance. Moreover,

Assurance and Responsiveness play a big part in student satisfaction.

Both the current study and the Kajenthiran and Karunanithy (2015) study look for

information that links service quality and customer satisfaction. While the current study

examine the canteens in the Tarlac National High School in order to gather information

that can be used to correlate the two variables, Kajenthiran and Karunanithy (2015) found
 15

that there is a strong positive association on service quality contributes significantly to

student satisfaction.

B. Local

A study entitled, “ Impacts of Menu Quality on Customer Satisfaction in Food

Square Concessionaires in De La Salle University- Dasmarinas” written by Buenaventura

et al. (2022). This study determined the impacts of menu quality on client satisfaction in

food square concessionaires in DLSU-D. Based on the findings and conclusions of this

study, food concessionaires must ameliorate the quality of food by meeting the nutritive

requirements of each student on a regular basis.

The study of Buenaventura et al. (2022) and the present study both identify the

client satisfaction of the customers. Buenaventura et al. (2022) also aims to dissect how

menu quality influences the buying opinions of guests, to measure the impacts of menu

quality on client satisfaction and to propose a healthy menu option to impact food choices

of guests. While the present study seeks and clarifies how the school provides the service

quality to meet client satisfaction and what services are offered by the school to help

Grade 12 Accountancy, Business, and Management (ABM) students to have a healthy

life.

A study entitled," Canteen Service Quality And Student Satisfaction" written by

Galabo (2019). The purpose of the study was to determine the relationship between

canteen service quality and pupil satisfaction at Mintal Comprehensive High School,

Mintal, Tugbok, Davao City, Philippines. The findings revealed that canteen service
 16

quality as perceived by the scholars is relatively satisfactory and the students satisfaction

was moderate. Further, canteen service quality is associated with students satisfaction

wherein tangibility, trustability, responsiveness, and empathy showed strong positive

correlation.

The study written by Galabo (2019) and the present study both assess the

relationship between canteen service quality and student satisfaction. The former study

substantially aimed to determine the relationship between service quality at MCHS, while

the current study seeks and clarify how the academy provides the service quality to meet

client satisfaction and what services are offered by the academy to help Grade 12

Accountancy, Business, and Management (ABM) students to have a healthy life

A study conducted by Minguito and Capunan (2019) entitled, “Canteen Operation

and Management Assessment'” have set up that the perception of students has

relationship between the rates of food choices, client service, installations and enhances

in promoting healthy food choices among all pupil in any grade position of Jagobiao

National High School. In addition, this study concluded that the status of canteen

practices can affect the perception of scholars towards its quality of food services and

installations. Among the recommendations is that School Management should also apply

a study about having healthy food choices toward mindfulness and knowledge in

promoting a healthy eating habit among all learners.

Minguito and Capunan (2019) study and the present study both deal with quality

of service and food. Still, the former study was substantially concentrated on assessing

the canteen operation practices as a base to enhance the named scholars of Jagobiao
 17

National High School. The study was conducted to the 217 repliers which were aimlessly

named to answer the check questionnaire, the current study determines what service

quality is endured by 181 Grade 12 ABM students.

The study conducted by Garcia et al. (2019) entitled, "Level of Satisfaction of

Grade 12 ABM students in Food Services in the School Canteen of Bestlink College of

the Philippines School Year 2018-2019" this study revealed that the Bestlink Canteen

have a satisfactory rate in terms of its Food Services. It showed that grade 12 ABM

scholars were satisfied in the food services in the academy canteen particularly to

Nutrition of Food — foods that were served in the canteen met the satisfaction of

scholars in terms of taste, nutrition, and menus that promote healthy life.

Garcia et al. (2019) study and the present study intends to assess the position of

satisfaction of Grade 12 ABM students in the Food Service in the canteen. It showed

Bestlink canteen were using three variables linked affecting the position of satisfaction of

Grade 12 ABM students. These were the nutrition of food, the price of food, and the

cleanliness of food in the canteen. The current study determines the relationship between

service quality and client satisfaction in the canteens of Tarlac National High School.

“ Maritime Students ’ Satisfaction on the Services Rendered by the Canteen ” by

Labay et al. (2015). This study was pursued to gain perception on the position of

satisfaction of scholars in the Lyceum International Maritime Academy( LIMA) Lot on

the services rendered by its Canteen. The results showed that the repliers of the study

were satisfied and students agreed that the canteen had problems like lack of space,
 18

chairpersons and tables, and poor ventilation. Also scholars are apprehensive that the

LIMA Canteen also has problems that need to be better.

The study written by Labay et al. (2015) and the present study both assess the

level of satisfaction of students. The former study predominantly aimed to identify the

services offered by the LIMA canteen, while the current study aimed to determine the

relationship between service quality and customer satisfaction on the canteens of Tarlac

National High School.

Most of the researchers concluded that there is a positively significant correlation

between student satisfaction and service quality. In terms of product quality, service

quality, facilities, and improvements in encouraging healthy food choices, service quality

also makes a substantial contribution to student satisfaction. In addition, a research on the

service quality of school canteens found that students’ perceptions of the canteen’s

service quality are only somewhat satisfying, and that they are only moderately satisfied

overall. Also, the quality of the cafeteria service is linked to students’ satisfaction, with

tangibility, reliability, responsiveness, and empathy showing a significant positive

association. Many studies have examined the significance of customer satisfaction. As a

result, expectations and perceived performance depend on how satisfied customers are.

Moreover, assurance and responsiveness are also important in determining student

satisfaction. The study by Konalingam and Mahadevan also reveals that service quality is

a significant contributor to student satisfaction. The majority of research demonstrates

that students had high standards for the services. One of the recommendations is that

school administration do an assessment on healthy food options to increase awareness of

 19

and understanding about the need of encouraging a healthy eating habit among all

students.

Conceptual Framework

The study’s primary focus is to examine the relationship between service quality

and customer satisfaction amongst the canteens of Tarlac National High School.

Figure 1 shows the entire process that will be used in the study. In assessing the

service quality of the canteen in Tarlac National High School, the researchers will look at

the different types under it such as; tangibility, assurance, reliability, responsiveness, and

empathy. Furthermore, customer satisfaction is determined through a validated

questionnaire. Results from this questionnaire reveals the level of satisfaction of the

customer.

Figure 1. Paradigm of the Study

Service Quality

1.1 Tangibility

1.2 Assurance
Customer
1.3 Reliability Satisfaction

1.4 Responsiveness

1.5 Empathy
 Chapter 3

METHODS OF STUDYING AND SOURCES OF DATA

This chapter presents the research method used in the study, the locale and

respondents, the sampling method, the instrument for gathering data, data gathering

procedure and statistical treatment for analysis and interpretation.

Research Design

The researchers used the non-experimental quantitative research design utilizing

correlational methods to identify the relationship between service quality and customer

satisfaction of students in Tarlac National High School canteens. According to Babbie,

Belmont and Muijs (2010), quantitative methods focus on precise measurements and

statistical, mathematical, or numerical analysis of data gathered by surveys, polls, and

other forms of data collection, or by modifying historical statistical data using computing

methods. Additionally, the main goal of quantitative research is to collect numerical data

and generalize it across populations or to explain a specific occurrence.

Descriptive survey design was used to identify the service quality provided by the

school canteens' and customer satisfaction of Tarlac National High Grade 12 ABM

students. An extensive description of a phenomenon, situation, or population can be

achieved using this type of study approach. Correspondingly, by employing this method,

the researchers were able to specify, compute, and summarize the frequency distribution

of the variables.
 21

The researchers used correlational design to identify what are the service quality

provided to Grade 12-ABM students, namely tangibility, assurance, dependability,

responsiveness and empathy. According to Catena (2002), a descriptive correlational

method is used to determine the relationship between two or more variables and to

ascertain their relationship. Besides, Rybarova (2006) emphasized that this method was

used since the study provides a description of an individual and aims to explain the nature

of the data. Moreover, the survey study approach was utilized to identify the respondents'

customer satisfaction. This approach helped the researcher to learn more about the

service quality provided by the school canteen and respondents' customer satisfaction.

Furthermore, the same design was used to determine Tarlac National High School's

students customer satisfaction in order to broaden the researchers' understanding of the

availability of service quality for Grade 12-ABM students inside the school.

Respondents

Data was collected using survey questionnaires – pen and paper method – to

satisfy the needed minimum sample size of 181 respondents determined using Raosoft

sample size calculator based on 338 population with the 5% margin of error and 95%

confidence level. During the second semester of the School Year 2022-2023, 181 Tarlac

National High School grade 12 ABM students will participate.

The sampling approach that was used is stratified random. Stratified sampling is a

probability sampling technique wherein the researchers will divide the entire population

into different sub-groups or strata, then randomly selects the final subjects proportionally

from the different strata. Using this sampling technique, the researchers divided the ABM
 22

population into 6 sections and then randomly selected the final respondents

proportionally from different strata.

Strata Population No. of the students ÷ N x n Sample

Pacioli 63 63 ÷ 338 x 181 34

Taylor 48 48 ÷ 338 x 181 26

Smith 69 69 ÷ 338 x 181 37

Drucker 45 45 ÷ 338 x 181 24

Morgan 59 59 ÷ 338 x 181 31

Gates 54 54 ÷ 338 x 181 29

TOTAL 338 181

Table 1. Stratified Random Sampling

Research Locale

The study was conducted in the largest and oldest Public High School in the

Philippines – Tarlac National High School – situated in Macabulos Drive, San Roque,

Tarlac City. To make the data collection easier, the researchers choose the school as it is

accessible in their part to conduct the study.

Figure 2. Tarlac National High School Map

 23

Research Instrument

An adopted survey questionnaire was used in this study (Appendix A). In the first

section, the five components of service quality—tangibility, assurance, reliability,

responsiveness, and empathy—are discussed. It consists of five questions with each sub

variable, respondents will be asked to react their level of agreement with the questions

using a five-point Likert scale, with the very high, high, moderates, low, and lastly very

low. The final section consists of ten questions in the form of variables, to which

respondents will be ask to respond on a five-point Likert scale ranging from highly

satisfied, very satisfied, moderately satisfied, rarely satisfied, and not satisfied on the

level of student satisfaction with the canteen service at Tarlac National High School. The

survey is divided into two section; service quality and the level of student satisfaction

Validity and Reliability of Research Instruments

The researchers used content validity since it is the most suitable type of validity

for the research instrument. With this kind of validity, it will determine whether the study

had all the necessary information, and whether the objectives and questions were clearly

stated. A standardized questionnaire was employed by the researchers as it is an accurate

and a reliable way to collect data for the study and to further enhance its validity.

The researchers also used face validity – which is when the standardized

questionnaire shows that it is easily answerable on its measure by just looking at it. The

researchers used Times New Roman font with the font size 11 to ensure clarity. The

researcher also added directions to help the respondents in answering the questionnaire

without any difficulty.

 24

The researchers used internal data to evaluate the study instrument's reliability,

providing the same information to all participants, being reliable, and delivering the test

under equal conditions.

Methods of Gathering Data

The researchers asked Tarlac National High School - Senior High School

Assistant Principal for permission to conduct the study (Appendix C) among Grade 12

ABM students. Directly after the approval, the researcher gathered data using pen and

paper in order to process the data immediately. For the reason that the majority of the

respondents are minors, the researchers seek parental approval as well as consent from

respondents.

The researchers input the gathered data from pen and paper into Google Form in

the form of comma-separated values (CVS) files. The data was gathered and recorded in

Excel format, where it will be processed and analyzed based on the study strategy used.

Following the completion of the final article, the researchers completed an

Approval Sheet, which was signed by the Assistant Principal.

Ethical Considerations

The respondents of this study are Grade 12-ABM students of Tarlac National

High School. As most of the respondents are minors, the researchers prepare a consent

form via pen and paper that will be signed by the respondents and their parents/guardians.

The respondents were assessed regarding the objective and purpose of the study that was

undertaken. The researchers also guided the respondents in every step to precisely get the
 25

accurate results. The researchers also asked permission of the Assistant Principal to

conduct the study. As the study was adopted, the researchers also wrote a letter to the

author and asked for permission to adopt their study of High School students to Senior

High School students.

Statistical Treatment

From the CSV- generated output of Google forms and tabulated data from the

distributed questionnaire, the data will then undergo processing and analysis in Microsoft

Excel.

To get the service quality, mean was used to measure the responses on the five-

point Likert Scale ranging from 5 points signifies Very High and 1 point for Very Low.

To get the customer satisfaction, mean was used to measure the responses on the

five-point Likert Scale ranging from 5 points which signifies Highly Satisfied and 1 point

for Not Satisfied.

To get the overall service quality and customer satisfaction, weighted mean was

used to compute as a summation variable mean times number of questions all over total

number of questions.

Service Quality
The interpretation for the 5-point Likert Scale is as follows:
4.20 - 5.00 Very High

3.50 - 4.19 High

2.60 - 3.49 Moderate

1.80 - 2.59 Low

1.00 - 1.79 Very Low

 26

Table 2. Likert Scale Interpretation for Service Quality

Customer Satisfaction

The interpretation for the 5-point Likert Scale is as follows:

4.20 - 5.00 Highly Satisfied

3.50 - 4.19 Very Satisfied

2.60 - 3.49 Moderately Satisfied

1.80 - 2.59 Rarely Satisfied

1.00 - 1.79 Not Satisfied

Table 3. Likert Scale Interpretation for Customer Satisfaction

To determine the overall relationship between the service quality and customer

satisfaction, Pearson-r was used. Pearson-r is a descriptive statistic, meaning that it

summarizes the characteristics of a data set. Specifically, it describes the strength and

direction of the linear relationship between two variables.

Here are the steps in solving the statistical tool used

Step 1: State the constructed hypothesis.

Ho: r≠O (There is no relationship tcritical.
between the service quality and
df= N-2 df= number of
customer satisfaction)
respondents – 2
Step 2: State the level of significance
tcrirical= founded value on the critical
a= 0.05 values for the t distribution table.
Step 3: Calculate the degree of freedom Step 4: Compute for the Value of
(df=N=2) and determine the critical Pearson r
value of t or
 27

Table 4. Pearson-r Computation

X Y X^2 Y^2 XY
Each Each X means to the Y values to the Product of X
respondents respondents second power second power means and Y
mean towards responses Values
the service towards the
quality Customer
(# sub-part) satisfaction

Pearson-r = NΣXY- ΣX2= Summation of X2 (sum of Xs

(ΣX)(ΣY)/√[N(ΣX^2)- means to the second power)
(ΣX)^2][N(ΣY^2)(ΣY)^2]
ΣY2= Summation of Y2 (sum of Ys
N= Number of pair scores (number of values to the second power)
respondents)
r= Correlation coefficient
ΣX= Summation of the value of x (sum
Step 5: Calculate the tvalue then
of respondents responses means (service determine the decision
quality #sub-part))
t=r√N-2/√1-r2
ΣY)= Summation of the values of y t=correlation coefficient√number of
(sum of respondents responses (customer respondents-2/√1-correlation
coefficient2
satisfaction))
Compare the tvalue and tcritical
ΣXY= Summation of the product of X
tvalue tcritical
and Y (sum of product of respondents
(value) (> or <) (value)
responses means (service quality #sub-
part)), and respondents responses
Decision: (reject or accept the Ho:r≠0)
(customer satisfaction)

Table 5. Reject or accept the constructed hypothesis

If… Then the decision is...

tvalue<tcritical Do not reject the Ho (Null Hypothesis)
Tvalue>tcritical Reject the Ho (Null Hypothesis)
Step 6: State the conclusion
Answer the following questions.
 28

1. Is there a relationship between the 2. What degree is their relationship or

service quality in terms of (sub-variable), correlation? (The answer is based on
and customer satisfaction? correlation
coefficient and the table below)
r= (values of correlation coefficien

Table 6. Strength of Relationship or Correlation

0.00 no correction, no relationship

±0.01 to ±0.20 very low correlation, almost negligible
relationship
±0.21 to ±0.40 very low correlation, almost negligible
relationship
±0.41 to ±0.70 moderate correlation, substantial
relationship
±0.71 to ±.09 high correlation, marked relationship
±0.91 to ±0.99 very high correlation, very dependable
relationship
±1.00 perfect correlation, perfect relationship

To know whether the service quality and customer satisfaction has a relationship and

to know whether the study's hypothesis is rejected or accepted, the mean was used. By

adding all the computed and compared tvalues and tcritical or the decisions in each sub-

variables or sub-parts about rejecting or accepting the study's hypothesis, and dividing it

to the total number of sub-variables or sub-parts.

Overall relationship = sum of computed and compared tvalues and tcritical or the

decisions in each sub-variables or sub-parts about rejecting or accepting study's

hypothesis/total number of sub-variables or sub-parts.

 Chapter 4

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter presents the data gathered, the result of the statistical analysis done,

and interpretation and analysis of the findings. These are presented in a table following

the problems presented in the study.

1. Description of Service Quality

The service quality used to evaluate the satisfaction of Grade 12- Accountancy,

Business, and Management students comes from the creation of Parasuraman et al. in

1985 which is originally a list of 10 criteria. From the 10 list criteria comes a well-known

five service quality dimensions – tangibility, assurance, reliability, responsiveness, and

empathy.

1.1 Tangibility

Table 7 shows the conclusion of service quality in terms of tangibility. This table

mentions that 3.53 was the lowest mean while the highest mean was 3.66. The overall

mean was 3.61, and it indicates high in the verbal description. The results of the

statement that most students satisfy their expectations in the school canteen.

The table implies that canteen staff present how they appear neat and well-dressed

when operating in TNHS canteen. They are also observant when keeping the physical

appearance of the canteen. Additionally, the students experience a dutiful canteen staff

when it comes to providing services to the students. Furthermore, it also shows that
 30

tangibility is frequently shown to be a significant factor in determining perception of

service quality.

Table 7

Tangibility

Indicators Statement Mean Verbal Description

Well-dressed and 1. Keeping the 3.60 High

neat canteen staffs well-
dressed and appear
neat

Neat and 2. Keeping the 3.66 High

presentable physical appearance
of the school canteen
neat and presentable

Equipment 3. Having complete 3.65 High

and functional
equipment of the
school canteen

Facilities 4. Providing 3.61 High

comfortable facilities
in the school canteen

Good 5. Assigning good 3.53 High

canteen staffs

MEAN 3.61 High

1.2 Assurance

The table 8 shows the results of service quality in terms of Assurance. The highest

means is 3.51 which shows that canteen staff convey trust and confidence to the students.

The lowest mean is 3.27 which shows that canteen staff doesn't have the ability to inspire
 31

the students. The overall mean rating obtained is 3.43 which means that the level of

service quality in Assurance is moderately satisfactory.

Table 8

Assurance

Indicators Statement Mean Verbal Description

Knowledge 1. Showing 3.47 Moderate

knowledge of
products sold in the
canteen

Behavior 2. Showing positive 3.44 Moderate

behavior towards
students

Inspire 3. Having the 3.27 Moderate

ability to inspire
students

Courtesy and 4. Showing 3.46 Moderate

Politeness courtesy and
politeness

Trust and 5. Conveying trust 3.51 High

Confidence and confidence

MEAN 3.43 Moderate

The data gathered indicates that canteen staff do not have the ability to inspire the

students, since the result is moderate it means that they neither have or not have the

ability to inspire the students in terms of assuring their students customers. The reason is

they only sell for the canteen and not for themselves, also they show no concerns in

providing the students assurance in terms of to Inspire. However, on the other hand,

canteen staff was still able to show trust and confidence in communicating with the
 32

students. It also illustrate that the service quality of canteen is moderately that means its

neither good nor bad, moderately is not bad but it should improve the service quality of

the canteen to ensure it customers since assurance means promising customers that they

can be assured that canteen staffs provides them with a good product and good service

quality

1.3 Reliability

The reliability of the canteens of TNHS was described as their capacity to reliably

and accurately provide the promised service. Students have standards and expectations

that canteen services needs to live up to. Table 9 shows the reliability of the canteens of

TNHS.

Table 9 on reliability, the overall mean was 3.45, and it shows moderate in the

verbal description. This shows that most respondents moderately met their expectations

of service at the canteen. Furthermore, the indicators of accuracy and dependence show a

mean of 3.53 with a verbal description of high, while approachable services have a mean

of 3.33 with a verbal description of moderate. The outcome shows that students are

experiencing unapproachable services.

The results show that the canteen services are not maintaining the good services

they provided to the students. As the respondents experience: not showing sincerity,

being unapproachable, and lastly, not being cheerful. This implies that students noticed

that reliability was sometimes not manifested by the canteen staff. On the contrary, the

outcome also revealed that the students received high quality services in terms of

accuracy and dependability. Additionally, canteen staff show kindness and cheerfulness
 33

when rendering their services to the students. Furthermore, it also shows that reliability

has been consistently shown to be an important factor in determining perceptions of

service quality.

Table 9

Reliability

Indicators Statement Mean Verbal Description

Sincere 1. Showing sincere 3.48 Moderate

interest to the
students

Accurate 2. Keeping service 3.53 High

accurately

Dependent 3. Keeping service 3.53 High

dependently

Approachable 4. Having the 3.33 Moderate

attitude to entertain
the students

Cheerful 5. Keeping canteen 3.35 Moderate

staffs being cheerful
and kind all the
time

MEAN 3.45 Moderate

1.4 Responsiveness

Table 10 shows the results of service quality in terms of responsiveness. The

overall mean rating obtained 3.44 which means that the level of service quality in

responsiveness is moderately satisfactory.

 34

Table 10

Responsiveness

Indicators Statement Mean Verbal Description

Respond 1. Keeping canteen 3.27 Moderate

staffs never bust to
respond their student’s
request

Prompt 2. Providing prompt 3.44 Moderate

service

Willing 3. Having the heart to 3.42 Moderate

willingly serve and help
the students

Good and quality 4. Providing good and 3.57 High

quality service

Needs 5. Responding student’s 3.50 High

needs

MEAN 3.45 Moderate

The table implies that students' requests and needs are met positively and

promptly by canteen staff. ​ ​ They also demonstrate a desire to serve and assist

students by providing good and quality services. On the other hand, the level of canteen

service quality is neither high nor low; a moderate level of satisfaction is already good

enough. This indicates that canteen service quality still needs to be addressed in order to

better serve its student customers.

1.5 Empathy

The table 11 showed the data on the level of service quality in terms of empathy.

The mean ratings are as follows: understanding specific needs of the students (3.54),

being approachable and friendly to students ( 3.45), showing kindness to students(3.42),

 35

showing concern or care for the students (3.41), and asking students in a nice and

cheerful manner ( 3.31). The total mean rating is (3.43), which indicates that the Empathy

is provided by the canteen at a moderate level of quality. Hence, the staff members of the

canteen showed empathy in dealing with students by being understanding, approachable,

kind and sensitive to their needs.

Table 11

Empathy

Indicators Statement Mean Verbal Description

1. Understanding
Understanding specific needs of the 3.54 High
students

2. Showing concern
Solicitude or care for the 3.41 Moderate
students

3. Asking students in
Cheerfulness a nice and cheerful 3.31 Moderate
manner

4.Showing kindness 3.42 Moderate

Kindness to students

Approachability 5. Being Moderate

approachable and 3.45
friendly to students

MEAN 3.43 Moderate

The table shows that students experience moderate solicitude, cheerfulness, kindness,

and approachability, while understanding scored a verbal description of high. In other

words, staffs may understand the needs of the students however failed to fulfill the other

roles. Although, the verbal description of the 4 indicators in the sub-variable empathy is
 36

moderate, it is already enough to say that staffs at Tarlac National High School lacks the

ability to provide the students a safe environment. The ability to provide cheerfulness to

the students is a great factor to evaluate the quality of the service provided. Canteen staff

may understand the specific needs of students, but they are struggling to keep up with the

emotions that cheers the students. The emotions circling the canteens does not give the

students the best experience in terms of sheltering the students emotions.

Summary of Responses in Describing the Service Quality

The results on the overall service quality of Canteens at Tarlac National High

School has a mean of 3.47 with a verbal description of moderately this means that Tarlac

National High School Canteens neither provide or not provide good service quality

Table 12
Summary of the Service Quality

Service Quality Overall Mean Overall Verbal

Description

Tangibility 3.61 High

Assurance 3.43 Moderate

Reliability 3.45 Moderate

Responsiveness 3.45 Moderate

Empathy 3.43 Moderate

TOTAL 3.474 Moderate

Based on the results Tarlac National High School Canteens provide Tangibility

with a Highest verbal description and a mean of 3.61. This means that Tarlac National

High School Canteens show Cleanliness when it comes to their Facilities and Equipment
 37

like Tables, Chairs and Utensils that students use to eat and enjoy their foods. This also

means that employees at Tarlac National High School Canteens look presentable, clean

and neat, Canteens also show signs and a written menu to give knowledge to the students

what are the available foods they can offer.

In the other hand, Tarlac National High School Canteens get Moderate as verbal

description to Assurance, Reliability, Responsiveness, and Empathy this means that

Tarlac National High School Canteens neither provide or not provide the following;

Assurance that students eats healthy and safe foods, Reliability that they provide what

they supposed and promised to provide to meet with the students needs and wants,

Responsiveness is when they have the willingness to help the students find what they

need, and lastly is Empathy Canteens at Tarlac National High School should know what

students needs and wants and making it possible for them to have it.

2. Description of Customer Satisfaction

The customer satisfaction of Grade 12 Accountancy, Business and Management

students were described in accordance with the service quality provided by the school

canteens' of Tarlac National High School. Product quality, service quality, and canteen

hardware are the primary variables influencing customer satisfaction in canteens. Table

12 shows the customer satisfaction of students in TNHS.

With an overall mean of 3.51 and a verbal description of Very Satisfied, Table 12

demonstrates that the responses of the students generally demonstrate that the canteen is

strategically located in an area that is accessible and convenient to all students.

 38

Table 13

Customer Satisfaction

Indicators Statement Mean Verbal Description

Product display 1. The products displayed 3.44 Moderately Satisfied

in the canteen are
presentable, clean, and
contain the required
nutritional value

Affordable 2. The foods in the canteen 3.17 Moderately Satisfied

are affordable to the
students

Equipment 3. The utensils, tools, and 3.23 Moderately Satisfied

equipment used in the
canteen are sanitized or
clean.

Cleanliness 4. The canteen personnel 3.37 Moderately Satisfied

wear hair net and gloves to
observe cleanliness in the
preparation and handling
of foods

Well-maintained 5. The canteen cleanliness 3.35 Moderately Satisfied

is well-maintained

Well-managed 6. The canteen is well 3.34 Moderately Satisfied

organized and well-
managed

Ambiance 7. The ambiance in the 3.04 Moderately Satisfied

canteen is good and
refreshing

Personnel 8. The canteen personnel 3.23 Moderately Satisfied

are friendly and
accommodating

Entertain 9. The canteen personnel 3.07 Moderately Satisfied

entertain student
customers promptly and
without any delay

Canteen place 10. The canteen is 3.51 Very High

strategically situated in a
place where it is accessible
and convenient to all
students

MEAN 3.28 Moderately Satisfied

 39

This clearly demonstrates the presence of a canteen nearby where students are

free to buy meals. The school canteen is also conveniently located so that students don't

have to exit the premises when they just have a limited time to take a break or eat. On the

other hand the ambiance in the canteen is good and refreshing got the lowest mean of

3.04 and a verbal description of Moderately Satisfied. The above suggests that students

might feel that the school canteens' are unaccommodating, have a distracting atmosphere,

are disorganized, and possibly have a toxic environment that is not healthy or stimulating

for the customers who are students. As a result, the canteens at Tarlac National High

School are unable to satisfy various types of customers, such as those who want high-

quality goods and services.

The table clearly indicates that, aside from the products on display, the reasonably

priced food, the staff and canteens' equipment, cleanliness, well-organized and managed

operations, ambiance, friendly and accommodating staff, and immediate student

entertainment, the canteens' location is the only student-provided customer satisfaction.

This suggests that in order to satisfy the students, several concerns with the school

canteens still need to be resolved.

3. Relationship of Service Quality and Customer Satisfaction

The relationship between service quality as measured by tangibility and customer

satisfaction among ABM students in grade 12 is shown in Table 13. The study's null

hypothesis states that there is no definite correlation between customer satisfaction and

service quality in Tarlac National High School's canteens. The critical value for the t

distribution tα in this table was 1.984, which is determined by the degree of freedom (181)
 40

and a (0.05). In a critical value for the t distribution table, the degree of freedom was

calculated and the critical value was constructed. The pearson-r value (0.1628060626)

was also calculated using the pearson-r formula and the mean of each student's replies to

questions on service quality in terms of tangibility and customer satisfaction. According

to the tvlaue formula, the tvalue was calculated using the total number of respondents, the

calculated pearson-r value, and the number of respondents. The result was a tvalue of

2.168592046. Additionally, the computed tcritical was less than the tvalue

(2.168592046 > 1.984), indicating that there is a relationship between service quality as

measured by tangibility and customer satisfaction for grade 12 ABM students. As a result,

the constructed null hypothesis for the current study was rejected, and the degree of

correlation or relationship between the sub-variable tangibility and the variable customer

satisfaction was very low, almost negligible relationship.

The outcomes of service quality in terms of tangibility are illustrated in this table.

As the relationship between sub-variable tangibility and variable customer satisfaction,

the relationship was computed to be 0.1628060626, this indicates that there is a

relationship between the service quality in terms of the tangibility and the satisfaction of

the customers, but it has a very low correlation and almost negligible relationship.

This indicates that even though tangibility is provided to the students, it may not

be the reason that affects the customer satisfaction of students for the reason that

customer does not focus on the staff, equipment and canteen appearance.
 41

Table 14

The Relationship between Tangibility and Customer Satisfaction

Study's Level Degr t Pearso T Decision Conclusio Degree

Constructed of ee critic n-r valu n of
Hypothesis Signific of al Value e Correlat
ance Free ion/
α dom Relation
(2- ship
tailed)

There is no 0.05 181 1.984 0.1628 2.16 The null There is a very low
significant 060626 859 hypothesis relationshi correlatio
relationship 204 was rejected. p between n, almost
between service 6 There is a the service negligibl
quality and relationship quality in e
customer between the terms of relations
satisfaction in the service the hip
canteens’ of Tarlac quality and tangibility
National High customer and the
School. satisfaction. satisfactio
n of the
customers.

Furthermore, the school canteen staff may be well-groomed and appear neat, but

they are unable to have a good approach with the customers, they may have a complete

and functional equipment but not be available to all customers, and they may maintain

the canteen's outward appearance but there is an unpleasant smell that can make the

customers lose their appetite. As a result, the students may be given these things, but not

in a way that will satisfy their customer satisfaction. Moreover, tangibility is frequently

shown to be a significant factor in determining perception of service quality but the study

shows that there is a very low correlation between the sub-variable and variable.

Table 15 indicates the relationship between service quality in terms of assurance,

and customer satisfaction of grade 12 ABM students in Tarlac National High School. The
 42

study had constructed a null hypothesis, previously mentioned that there is no significant

relationship between service quality and customer satisfaction in canteens of Tarlac

National High School. The table contains a described degree of freedom (181) and a

(0.05), thus the using t distribution the critical value was 1.984. The pearson's-r value

(0.6669795805) was computed using the mean of every student respondents' responses in

the service quality in terms of assurance, and customer satisfaction, and following the

pearson-r formula. The t value was computed using the number of respondents and

computed pearson-r value, and following the t value formula, thus the t value was

11.75376352. The computed t critical was less than t value formula, (11.75376352 >

1.984), this means that there is a relationship between the service quality in terms of the

assurance and the satisfaction of the customers, thus the present study's constructed null

hypothesis was rejected. The degree of relationship or correlation was determined using

the pearson-r value and degree of relationship/correlation table, hence, the degree of

relationship or correlation was moderate correlation, substantial relationship.

The relationship between sub-variable assurance and the variable customer

satisfaction has a verbal description of moderate correlation, substantial relationship. It

shows that students satisfaction towards the establishments' assurance may not be high,

but still has an important impact to the students’ overall satisfaction.

Furthermore, this indicates that for students, staffs being able to provide assurance

with the product as well as with their service greatly impact their experience and

evaluations towards the canteen and its staffs. Students may not overall feel satisfied with

the assurance provided, but it could not also be denied that the staffs are still being able to

provide such service to the students.

 43

Table 15

The Relationship between Assurance and Customer Satisfaction

Study's Level Degr T Pearson Tval Decision Conclusion Degree

Constructed of ee crit -r ue of
Hypothesis Signifi of ical Value Correla
cance Free tion/
α dom Relatio
(2- nship
tailed)

There is no 0.05 181 1.9 0.66697 11.75 The null There is a Moderat
significant 84 95805 3763 hypothesis relationship e
relationship 52 was rejected. between the correlati
between There is a service quality on,
service quality relationship in terms of the substant
and customer between the assurance and ial
satisfaction in service the satisfaction relations
the canteens’ quality and of the hip
of Tarlac customer customers.
National High satisfaction.
School.

Table 16 shows the relationship between service quality in terms of reliability and

customer satisfaction. The study constructed a null hypothesis, which stated that there is

no significant relationship between service quality and customer satisfaction. The degree

of freedom was computed, and the critical value was determined for the t distribution

table. The table includes critical values correlated to the t distribution tα, and defined by

the degree of freedom which is the 181 respondents and (0.05), therefore, the critical

value was 1.984. With the mean of each respondent’s responses in terms of reliability

and customer satisfaction the pearson-r value (0.6213411137) was determined using the

pearson-r formula. The results of t value is 10.57228591 determined using the number of

respondents and the value of pearson-r and following the t value formula. The t critical

was less than its value (10.57228591 > 1.984), which means that there is a relationship
 44

between service quality in terms of reliability and customer satisfaction. As a result, the

present study's null hypothesis was rejected. The degree of relationship or correlation was

determined using the Pearson r value and degree of relationship or correlation table; and

therefore, the degree of relationship or correlation was moderate correlation, substantial

relationship.

As for the null hypothesis being rejected, it indicates that there is a significant

relationship between the service quality in terms of reliability and customer satisfaction.

The study identified that the degree of correlation or relationship is moderate correlation,

substantial relationship. The results indicated that the students received high quality

services in terms of reliability. Moreover, canteen staff show kindness and cheerfulness

when rendering their services to the students.

Table 16

The Relationship between Reliability and Customer Satisfaction

Study's Level Degr t Pear T Decision Conclusion Degree

Constructed of ee criti son- value of
Hypothesis Signific of cal r Correlatio
ance Free Valu n/
α dom e Relationshi
(2- p
tailed)

There is no 0.05 181 1.98 0.62 10.572 The null There is a moderate
significant 4 1341 28591 hypothesis relationship correlation,
relationship 1137 was between the substantial
between service rejected. service relationship
quality and There is a quality in
customer relationship terms of the
satisfaction in between the reliability
the canteens’ of service and the
Tarlac National quality and satisfaction
High School. customer of the
satisfaction. customers.
 45

The positive attitude of the canteen staff might have contributed to the reliability

of their services, as students tend to be more satisfied with services provided by friendly

and cheerful staff. Overall, the study suggests that there is a positive correlation between

the quality of services provided by the canteen staff and the satisfaction of students. This

highlights the importance of not only providing reliable services but also ensuring that

staff members have a positive attitude towards their work and customers.

Table 17 shows the relationship between service quality in terms of

responsiveness and customer satisfaction. The study had constructed a null hypothesis

stating that, “There is no significant relationship between service quality and customer

satisfaction in the canteens’ of Tarlac National High School.” The table contains a

computed degree of freedom (181) and α (0.05), using the t distribution table the critical

value was computed to be at 1.984. Furthermore, using the the mean of every students

respondents’ responses in the service quality in terms of responsiveness and following the

pearson-r formula, the pearson-r value (0.6912327957) was computed. Additionally, in

the computation of the tvalue, the researchers used the number of respondents, computed

pearson-r value, and with the use of the tvalue formula; tvalue 12.75414667 was

computed. As the computed tcritical was less than tvalue (12.754141667 >

0.6912327957), thus this indicates that there is a relationship between service quality in

terms of responsiveness and customer satisfaction of Grade 12-ABM students of Tarlac

National High School. Hence, the constructed null hypothesis was rejected. Following the

computed pearson-r value of 0.6912327957, with the use of interpretation of correlations

 46

table, it was determine that there is a, moderate correlation, substantial relationship

between sub-variable responsiveness and variable customer satisfaction.

Responsiveness indicates the establishments’ ability to responds to customers’

needs and willingness to serve. The table above shows that there is a relationship between

service quality in terms of responsiveness and customer satisfaction. Thus, this indicates

that responsiveness has positively affects the satisfaction of the students towards the

canteen establishments inside Tarlac National High School premise. Grade-12 ABM

students had experienced quicker responds to their needs from the canteen staffs.

However, following the interpretation of the correlation between the variables it has

shown that the relationship was only in moderate.

Table 17

The Relationship between Responsiveness and Customer Satisfaction

Study's Level Degr t Pear T Decision Conclusion Degree

Constructed of ee critica son- valu of
Hypothesis Signif of l r e Correlation/
icanc Free Valu Relationshi
e dom e p
α
(2-
tailed
)

There is no 0.05 181 1.984 0.69 12.7 The null There is a moderate
significant 1232 5414 hypothesis relationship correlation,
relationship 7957 667 was rejected. between the substantial
between service There is a service relationship
quality and relationship quality in
customer between the terms of the
satisfaction in service responsiven
the canteens’ of quality and ess and the
Tarlac National customer satisfaction
High School. satisfaction. of the
customers.
 47

The responsiveness of the staffs may have substantially impacted the satisfaction

of the students. As their relationship was computed to be at 0.6912327957, this was

interpreted as moderate correlation or substantial relationship. Students may have

received service that cater to their needs nor actions that provides them faster service, and

this actions has become an important factor for them in evaluating the quality of services

that was available. Furthermore, as the students acknowledge the willingness of the staffs

to fulfill their job with great impression to provide the students quality service, this

indicates that they were able to greatly execute their vision and mission. Thus, to

conclude, responsiveness is a substantial factor when providing satisfying service to

students.

Table 18 indicates the relationship between service quality in terms of empathy,

and customer satisfaction of grade 12 ABM students in Tarlac National High School. The

study had constructed a null hypothesis, previously mentioned that there is no significant

relationship between service quality and customer satisfaction in canteens of Tarlac

National High School. The table contains a described degree of freedom (181) and a

(0.05), thus the using t distribution the critical value was 1.984. The pearson's-r value

(0.7121851898) was computed using the mean of every student respondents' responses in

the service quality in terms of empathy, and customer satisfaction, and following the

pearson-r formula. The t value was computed using the number of respondents and

computed pearson-r value, and following the t value formula, thus the t value was

13.4892502. The computed t critical was less than t value formula, (13.4892502 > 1.984),

this means that there is a relationship between the service quality in terms of the empathy
 48

and the satisfaction of the customers, thus the present study's constructed null hypothesis

was rejected. The degree of relationship or correlation was determined using the pearson-

r value and degree of relationship/correlation table, hence, the degree of relationship or

correlation was high correlation, definite but marked relationship.

Since the null hypothesis was rejected, it reveals that there is a significant

relationship between the service quality in terms of empathy and customer satisfaction.

The results indicated that canteen staff showed empathy in dealing with students through

being kind,approachable, understanding, and sensitive to their needs.

Table 18

The Relationship between Empathy and Customer Satisfaction

Study's Level Degre t Pear T Decision Conclusion Degree

Constructed of e critic son-r value of
Hypothesis Signifi of al Valu Correla
cance Freed e tion/
α om Relation
(2- ship
tailed)

There is no 0.05 181 1.984 0.712 13.489 The null There is a high
significant 1851 2502 hypothesis relationship correlati
relationship 898 was rejected. between the on,
between There is a service marked
service quality relationship quality in relations
and customer between the terms of the hip
satisfaction in service empathy and
the canteens’ quality and the
of Tarlac customer satisfaction
National High satisfaction. of the
School. customers.

As the study identified that the degree of correlation or relationship is high

correlation, marked relationship. This means that the students received high quality

services in terms of empathy as the canteen staff showed kindness to students; asking
 49

students in a nice and cheerful manner; being approachable and friendly to students; and

showing concern and care for the students. The findings suggest that the canteen staff's

empathetic behavior positively influenced the students' satisfaction with the services

provided. Therefore, it is demonstrated that canteen management should focus on training

their staff to exhibit more empathetic behavior towards students to improve customer

satisfaction.

Summary of Relationship between Service Quality and Customer Satisfaction

Table 19 shows the relationship between the service quality in terms of:

tangibility, assurance, reliability, responsiveness, and empathy – as correlated with the

level of customer satisfaction of Grade 12-ABM students using Pearson-r Correlation

(Pearson-r). The relationship between the service quality in terms of tangibility, and

customer satisfaction was determined upon comparing the computed t critical – 1.984 –

and computed t value – 2.168592046. Hence, the null hypothesis was rejected. The

degree of correlation of “Very low correlation, almost negligible relationship” was

identified using the pearson-r value of 0.1628060626. The relationship between the

service quality in terms of assurance, and customer satisfaction was determined upon

comparing the computed t critical – 1.984 – and computed t value – 11.75376352. Hence,

the null hypothesis was rejected. The degree of correlation of “Moderate correlation,

substantial relationship” was identified using the pearson-r value of 0.6669795805. The

relationship between the service quality in terms of reliability, and customer satisfaction

was determined upon comparing the computed t critical – 1.984 – and computed t value –

10.57228591. Hence, the null hypothesis was rejected. The degree of correlation of

“Moderate correlation, substantial relationship” was identified using the pearson-r value
 50

of 0.6213411137. The relationship between the service quality in terms of responsiveness,

and customer satisfaction was determined upon comparing the computed t critical – 1.984

– and computed t value – 12.75414667. Hence, the null hypothesis was rejected. The

degree of correlation of “Moderate correlation, substantial relationship” was identified

using the pearson-r value of 0.6912327957. The relationship between the service quality

in terms of responsiveness, and customer satisfaction was determined upon comparing

the computed t critical – 1.984 – and computed t value –13.4892502. Hence, the null

hypothesis was rejected. The degree of correlation of “High correlation, marked

relationship” was identified using the pearson-r value of 0.7121851898.

As the result shows, there is a relationship between service qualities in terms of;

tangibility, assurance, reliability, responsiveness and empathy towards the level of

customer satisfaction. Additionally, as the result suggests, there is “very low correlation,

almost negligible relationship” between sub-variable tangibility and the level of customer

satisfaction. The variables are hardly related – although students consider the physical

environment as a factor in their experience that could affect their satisfaction towards the

business, it is still almost a negligible relationship between the two. However, the sub-

variable empathy has scored 0.7121851898 in the computation of pearson-r

correlation/value. The degree of correlation was, “High correlation, marked relationship.”

Thus, this proves that students' satisfaction relies on how the staff are treating them.

Satisfaction towards understanding one’s need, showing concern, having cheerful

manners, showing kindness, and being friendly towards the customer has a significant

positive effect in term of the satisfaction the students are feeling towards the canteens of

Tarlac National High School.

 51

Table 19

The Relationship between Service Quality and Customer Satisfaction, using

Pearson-r Correlation (Pearson-r)

Variable Study' Leve Deg t Pearso T Decisi Concl Degree

s l ree critic n-r value on usion of
Const of of al Value Correlatio
ructed Signi Fre n/Relation
Hypot fican edo ship
hesis ce m
α
(2-
taile
d)

Tangibility There 0.05 181 1.984 0.16280 2.1685 The There very low
is no 60626 92046 null is a correlation,
signifi hypot relatio almost
cant hesis nship negligible
relatio was betwee relationship
nship reject n the
Assurance betwe 0.66697 11.753 ed. service moderate
en 95805 76352 There quality correlation,
servic is a in substantial
e relatio terms
quality nship of the relationship
and betwe empath
custo en the y and
Reliability mer 0.62134 11.753 servic the moderate
satisfa 11137 76352 e satisfa correlation,
ction qualit ction substantial
in the y and of the
cantee custo custom relationship
ns’ of mer ers.
Tarlac satisfa
Responsiv Nation 0.69123 12.754 ction. moderate
eness al 27957 14667 correlation,
High substantial
School
. relationship

Empathy 0.71218 13.489 high

51898 2502 correlation,
marked
relationship
 52

It is significant for students to be treated nicely, as a consumer it is expected of

them to not only expect high to the product they are going to purchase, but also to expect

high quality service that does not only include the safety of the environment. And canteen

staff at Tarlac National High School does provide students with cheerful and friendly

aura that maintains the satisfaction of the students towards the canteens.

Implications of the Study

The findings of this study have implications for the customer satisfaction of Grade

12 Accounting, Business, and Management students as well as the service quality of the

canteens at Tarlac National High School. Indicators of customer satisfaction showed that

students should get services from school canteens, including tangibility, dependability,

responsiveness, dependability, assurance, and empathy from the school administration,

particularly the canteen manager as well as staff members.

Although it has been shown that students have their own levels of customer satisfaction,

the school may still improve the services it offers to its students in a proper and

satisfactory manner.

To the school administration and canteen manager, This study may be helpful in

understanding the necessary services to satisfy the needs and preferences of students in

school canteens. This research is helpful in identifying areas where school canteens

should make improvements, including cafeteria appearance, equipment and facilities,

service and product quality, and canteen physical attributes. Moreover, to have a vision of

what they ought to improve and add in order to satisfy the needs of the TNHS students.
 53

This study is going to help parents and guardians in better knowing the needs of

their children and in guiding them toward a healthy lifestyle. It will also provide them an

understanding of the services that the school canteens offer to the students.

In place of the above mentioned, it is implied that future researchers will use it as

a means of gaining a deeper comprehension on how to execute quality services that will

satisfy students and to increase their knowledge of student customer satisfaction.

 56

Chapter 5

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

The chapter presents the summary of findings, conclusion and recommendation

based on the results of the data gathered from the previous chapter.

Summary of Findings

1. Service Quality

Based on the findings shown, the service quality of the canteen services at Tarlac

National High School has 3.47 mean with verbal description of moderate which implies

that the school either provides or does not provide good service quality to the students.

This can be proved by the findings that were shown in Chapter 4 of this research paper.

Tangibility has the highest mean of 3.61 with a verbal description of high which implies

that the service quality of the canteen is organized, clean facility and equipment, and also

employees looks neat as observed based on the service they provide.

Reliability and Responsiveness has 3.45 mean with a verbal description of

moderate which implies that the canteen service is somehow providing the service that

the students are asking for and this can be related to the responsiveness that the personnel

of the canteen provides.

Assurance and Empathy got the lowest mean of 3.43 with a verbal description of

moderate which implies that they don’t give assurance to the students that the foods they

sell are safe and also they don’t give value to the thoughts of the students. The result for
 57

overall service quality is that the school canteen has 3.474 mean with a verbal description

of moderate which only implies that the service quality of the school canteen is useful

and has satisfactory service but it lacks qualities so that the student achieves what kind of

service quality they deserve.

2. Customer Satisfaction

Based on the findings, the customer satisfaction of Grade 12 Accountancy,

Business, and Management students at Tarlac National High School with the school

canteens' service quality was found out through the conduct of research. The primary

variables influencing customer satisfaction were described as being product quality,

service quality, and canteen hardware. While students had the highest mean of 3.51 with

a verbal description of being very satisfied with the canteen's location, this implies that

the location is convenient for students to buy meals faster when they just have limited

time to take a break or eat; however, they only got the lowest mean of 3.04 with a verbal

description of being moderately satisfied with the ambiance. The results demonstrate that

students might feel that the food is not safe to eat because of the ambiance of the location

of the canteens. The results suggest that the canteens need to address concerns such as

disorganization and a potentially toxic environment in order to better satisfy their

customers.

3. Relationship between Service Quality and Customer Satisfaction

According to the results, the five service quality dimensions used in the study to

evaluate the quality of services in the canteens of Tarlac National High School all have a

relationship between the satisfaction of the customers. Service quality such as: assurance,
 58

reliability, and responsiveness, all have moderate correlation towards the satisfaction of

the students at Tarlac National High School. They have moderate effects on the overall

experience and evaluations of the students. Additionally, the sub-variable tangibility has

a very low correlation that is almost a negligible relationship between customer

satisfaction. This solely indicates that, in terms of tangibility or the physical environment

of the canteens, the students are not satisfied with the ambiance of the place and most

likely that the environment did not reach the expectations of the students.

However, when it comes to the empathy of the employees or staffs towards the

students, the respondents are very pleased with the service. With a correlation of high and

making a marked relationship between customer satisfaction, it shows that the staffs

provides a very healthy environment for the students. They are kind, approachable,

understanding, and sensitive towards the needs of the students.

Conclusion

The main purpose of this research study focuses on the relationship and the

impact between the determinants of service quality and customer satisfaction.

The service quality was used to determine students' satisfaction of Grade 12

Accountancy, Business and Management. The five well-known service quality

dimensions—tangibility, assurance, dependability, responsiveness, and empathy are

drawn from the list's ten requirements. Additionally, Tarlac National High School

canteens' service quality was evaluated together with the students' customer satisfaction

levels. The key factors affecting customer satisfaction in canteens are product quality,

service quality, and canteen equipment.

 59

The results of the correlation study show a positive relationship between students

satisfaction and service quality in the canteens at Tarlac National High School. Further, it

revealed that, the sub dimensions such as assurance, reliability, and responsiveness have

a moderate correlation with customer satisfaction, tangibility have a very low correlation

with customer satisfaction, and empathy have a high correlation with customer

satisfaction. It was also shown that service quality has a big impact on student

satisfaction at Tarlac National High School.

According to the results, tangibility is regularly demonstrated to be a key

component in influencing how people perceive the quality of a certain level of service,

but the study also reveals that there is only a very weak correlation between the two. This

shows that even while students are given tangible benefits, it may not be the factor

affecting their customer satisfaction since students does not focus on the staff, equipment

and canteen appearance. Furthermore, it demonstrates that even while student satisfaction

with assurance, reliability, and responsiveness doesn't appear to be high, it still has a

significant influence on students' overall satisfaction. It shows that assurance, reliability

and responsiveness are able to provide to the students as well as conveying trust trust and

confidence and showing knowledge about the products, keeping service accurately and

dependently, providing good quality service and responding to student's needs. Moreover,

the school canteens greatly contribute to students' development of empathy by being

aware of their individual needs and having the ability to express concern, cheerfulness

and kindness.

In conclusion, while students might not have gotten services that specifically met

their criteria nor actions that provides them faster service, these acts have become crucial
 60

in helping them evaluate the level of services that were offered. Overall, the research

reveals that there is a positive correlation between the quality of services provided by the

canteens' of Tarlac National High School and the customer satisfaction of Grade 12

Accountancy, Business and Management students.

Recommendations

In reference to the result findings and conclusion of this study, the following are

the recommendations:

1. Service quality: assurance, reliability, responsiveness, and empathy at Tarlac

National High School scored moderate in the verbal description based on the

students, therefore the canteen management should provide skills development

training programs that could increase and improve the service quality they are

providing.

2. Due to the low correlation, almost negligible relationship between sub-variable

tangibility and customer satisfaction, canteens at Tarlac National High School

should focus on improving their facilities to accommodate the expectations of the

students towards the canteen environment.

3. It is advised for the school administration to create a quarterly survey that will be

given to the students in regards with the provided services of the school canteens

to keep up with the things that needs to be improve in order cater the students’

needs.
 61

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IMPACTS OF MENU QUALITY ON CUSTOMER SATISFACTION:
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BASIS FOR A PROPOSED HEALTHY MENU OPTION FOR FOOD

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C. Unpublished / Published Theses and Dissertations

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School Canteen. (n.d.). Scribd.
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of-Satisfaction-on-the-Food-Services-Provided-by-the-School-
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v9i0hR1a6S0DWvBB8
Manaig, L. (2022, November 18). Level of Satisfaction of Grade 12 Students on
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4uVLbtyNA-ESPk8Q
SmartSurvey. (2022, July 29). The Importance of Customer Satisfaction Surveys -
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dG1xNmyH8Xy0gJAsQvD8pc1mJi8wHtxN0Fz0I7-ctc6-6-p4
K. (2022, February 17). The importance of customer satisfaction (+ stats to prove
it). Kaizo. https://kaizo.com/blog/importance-of-customer-
satisfaction/?fbclid=IwAR2vpgNtmhxseVH0XKM_aRJr3g974x325KBeq
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Satisfaction Is Important. https://www.oberlo.com/blog/customer-
satisfaction?fbclid=IwAR3DpuBgzYAgzEEvDvHL35ctjVNn-
yBvIEV6CznzcSFDylAga4tTRHo3ELA
What is Customer Satisfaction? | ASQ. (n.d.). https://asq.org/quality-
resources/customer-
satisfaction?fbclid=IwAR3Rx65oSgHqN4_bRWeMsn51NZqG2JR6NuN7
Ky5gfoJxlGLLEz2lagncem4
E. Other
SmartSurvey. (2022b, July 29). The Importance of Customer Satisfaction Surveys
- SmartSurvey. https://www.smartsurvey.co.uk/articles/importance-of-
customer-satisfaction-
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surveys?fbclid=IwAR0p6DD8FA41gI_BpPmYsymsLL5f80-
KkNNTrESkEqmG2lOka0VtaJZuq8s
Franklin, A. (2023, January 24). What is customer satisfaction? Definition +
importance. Zendesk. https://www.zendesk.com/blog/3-steps-achieving-
customer-satisfaction-loyalty/?fbclid=IwAR07XZZzNvZWznct_-
uAE73yx2gykZhK3qgsC9zZL77xQtEzxOsICfkoqC4
Service Quality Overview & Dimensions. (n.d.). [Slide show]. study.com.
https://study.com/learn/lesson/service-quality-overview-dimensions-what-
is-service-quality.html
 65

Appendix A

QUESTIONNAIRE

Dear Respondents,
I am Tiffany S. Villamater together with; Patricia Mae D. Castro, Thea Marie B.
Dimarucut, Gerlie G. Gabriel, Jedi Danielle G. Joaquin, Angela P. Quitalig, Justine Kate
G. Sarmiento, and Rhea Ann B. Suba. We are an Accountancy, Business, and
Management students of Tarlac National High School, and we are working on our thesis,
“Relationship between Service Quality and Customer Satisfaction on the canteens’ of
Tarlac National High School” Rest assured that all information that you provide will be
used for research purposes and will be kept confidential.

Short Form – Service Quality and Customer Satisfaction Continuum Questionnaire

Name (optional): Section (required):

The following questions are about the service quality and level of satisfaction that
you may have experienced during the past semester.

Directions: Place a check (✔) mark in the box that best describes your answer to
the following;
Part I. Service Quality
1-Very Low, 2-Low, 3-Moderate, 4- High , 5- Very High
1. Tangibility

Very High Moderate Low Very

High Low

1. Keeping the canteen staffs well-dressed

and appear neat

2. Keeping the physical appearance of the

school canteen neat and presentable

3. Having complete and functional

equipment of the school canteen

4. Providing comfortable facilities in the

school canteen
 66

5. Assigning good canteen staffs

2. Assurance

Very High Moderate Low Very

High Low

1. Showing knowledge of products sold in the

canteen

2. Showing positive behavior towards

students

3. Having the ability to inspire students

4. Showing courtesy and politeness

5. Conveying trust and confidence

3. Reliability

Very High Moderat Low Very

High e Low

1. Showing sincere interest to the students

2. Keeping service accurately

3. Keeping service dependently

4. Having the attitude to entertain the students

5. Keeping canteen staffs being cheerful and

kind all the time

4. Responsiveness

Very High Moderate Low Very

High Low

1. Keeping canteen staffs never bust to

respond their student’s request

2. Providing prompt service

 67

3. Having the heart to willingly serve and

help the students

4. Providing good and quality service

5. Responding student’s needs

5. Empathy

Very High Moderate Low Very

High Low

1. Understanding specific needs of the

students

2. Showing concern or care for the students

3. Asking students in a nice and cheerful

manner

4. Showing kindness to students

5. Being approachable and friendly to

students

Part II. Customer Satisfaction

1-Not Satisfied , 2-Rarely Satisfied, 3-Moderately Satisfied, 4-Very Satisfied , 5-Highly Satisfied

Highly Very Moderately Rarely Not

Satisfied Satisfied Satisfied Satisfied Satisfied

1. The products displayed in the

canteen are presentable, clean,
and contain the required
nutritional value

2. The foods in the canteen are

affordable to the students

3. The utensils, tools, and equipment

used in the canteen are sanitized
or clean.

4. The canteen personnel wear hair

net and gloves to observe
cleanliness in the preparation and
handling of foods.
 68

5. The canteen cleanliness is well-

maintained

6. The canteen is well organized and

well-managed.

7. The ambiance in the canteen is

good and refreshing.

8. The canteen personnel are

friendly and accommodating.

9. The canteen personnel entertain

student customers promptly and
without any delay.

10. The canteen is strategically

situated in a place where it is
accessible and convenient to all
students.
 69

Appendix B

TABLE OF CONSTRUCT

Statement of the Problem Variables Item Placement

What service quality are Service Quality

experienced by the Grade 12 ABM 1.1 tangibility, Part 1.1, item 1-5
students inside the Tarlac National
1.2 assurance, Part 1.2, item 1-5
High School canteens along with
the following: 1.3 reliability, Part 1.3, item 1-5
1.4 responsiveness, and Part 1.4, item 1-5

1.5 empathy? Part 1.5, item 1-5

What is the level of customers’ Customer Satisfaction

satisfaction on the canteen services Part 2, item 1-10
of Tarlac National High School?
 70

Appendix C
 71

Appendix D

Letter / Email to Author

 72

CURRICULUM VITAE

TIFFANY S. VILLAMATER
Block 3, San Nicolas, Tarlac City, Tarlac
e-mail address : tiffanyvillamater25@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : October 30, 2005
Father’s Name : Joel P. Villamater Religion : Roman Catholic
Mother’s Name : Emily S. Villamater

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021
Primary :
San Nicolas Elementary School
MH Del Pilar St, Tarlac City, Tarlac
2011 - 2017
 73

PATRICIA MAE D. CASTRO

#025 blk.05, San Pablo, Tarlac City
e-mail address : crabbi.patti99@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : May 09, 2005
Father’s Name : Nestor S. Castro Religion : Roman Catholic
Mother’s Name : Susan M. Dacasin

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
San Roque, Tarlac City, Tarlac
2021 – Present

Junior :
San Luis Educational Foundation High School
San Luis Rd, Tarlac City, Tarlac
2017-2018

Tarlac National High School

Macabulos Drive, San Roque, Tarlac City, Tarlac
2018 – 2021
Primary :

STO. CRISTO INTEGRATED SCHOOL

Juan Luna Street, Sto Cristo, Tarlac City
2010 - 2016
 74

THEA MARIE B. DIMARUCUT

Sapang Maragul, Tarlac City
e-mail address : theamariedimarucut77@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : October 7, 2005
Father’s Name : Eric Dimarucut Religion : Iglesia Ni Cristo
Mother’s Name : Cristy B. Dimarucut

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021

Primary :
Sapang Maragul Integrated School
Tarlac City, Tarlac
2011-2017
 75

GERLIE G. GABRIEL
Batangbatang,Purok Corba, Tarlac City
e-mail address : gerliegabriel920@gmail.com

PERSONAL INFORMATION
Age : 18 Civil Status : Single
Sex : Female Date of Birth : December 20, 2004
Father’s Name : Bonifacio R. Gabriel Religion : Born Again
Mother’s Name : Evelyn G. Gabriel

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Batang-batang Integrated High School

Tarlac City, Tarlac
2017-2021

Primary :
Batang-batang Integrated School
Tarlac City, Tarlac
2011-2017
 76

JEDI DANIELLE GUECO JOAQUIN

Purok 5, Barangay Burgos, San Jose, Tarlac
e-mail address : jedidaniellejoaquin03@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : November 03,2005
Father’s Name : Baltazar L. Joaquin Religion : Pentecostes
Mother’s Name : Nora G. Joaquin

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021

Primary :
Burgos Elementary School
Burgos San Jose, Tarlac
2010 – 2016

Tarlac West Central Elementary School

Zamora St, Tarlac City, Tarlac
2016-2017
 77

ANGELA P. QUITALIG
Sitio Pangulo Brgy. Carangian Tarlac City
e-mail address : angelaquitalig2702@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : October 27, 2005
Father’s Name : Angelo O. Quitalig Religion : Baptist
Mother’s Name : Maricris P. Pagarigan

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021

Primary :
Carangian Elementary School
Sitio Pangulo Brgy. Carangian Tarlac City
2011-2016
 78

JUSTINE KATE G. SARMIENTO

#18 Wivinia Street, San Sebastian Tarlac City, Tarlac
e-mail address : justinesarmiento464@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status : Single
Sex : Female Date of Birth : November 1,2005
Father’s Name : Jesus B. Sarmiento Religion : Roman Catholic
Mother’s Name : Katrina Estabillo

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021
Primary :
San Sebastian Elementary School
San Sebastian Tarlac City, Tarlac
2011 - 2016
 79

RHEA ANN B. SUBA

San Pablo Tarlac City, Tarlac
e-mail address : rheasuba43@gmail.com

PERSONAL INFORMATION
Age : 17 Civil Status: Single
Sex : Female Date of Birth : August 18,2005
Father’s Name : Arman Suba Religion : Roman Catholic
Mother’s Name : Marilou Barroga

EDUCATIONAL BACKGROUND
Secondary:
Senior : Tarlac National High School
Accountancy, Business, and Management.
Macabulos Drive,San Roque, Tarlac City, Tarlac
2021 – Present

Junior : Tarlac National High School

Macabulos Drive,San Roque, Tarlac City, Tarlac
2017 – 2021
Primary :
Ungot Elementary School
Tarlac City, Tarlac
2011 - 2017
 80

PLAGIARISM CHECK