ENSURING SAFETY IN RESTAURANT: PROTOCOLS AND PRACTICES FOR A

SECURE DINING EXPERIENCE OF THE CUSTOMER OF BINAN CITY SENIOR

HIGHSCHOOL SAN- ANTONIO CAMPUS SY. 2023-2024

A Quantitative Research
presented to the Faculty of Home Economics
BIÑAN CITY SENIOR HIGH SCHOOL – SAN ANTONIO CAMPUS
Pedro Escueta St., San Antonio, City of Biñan Laguna

in partial fulfillment of the requirements in

3i’s

Martos, Ryza Mae T.

Amatorio, Cindy A.
Biazon April T.
Cabantog, Nicky Hayden H.
Legaspi, Renoir Sealthiel H.
Melarde, Nathaniel C.

May 2024
 Chapter I
The Problem and Its Background

BACKGROUND OF THE STUDY

The Philippine environment has included food safety laws in one form or another

for many years. The Philippines Code of Sanitation was created in 1976, and the

president only recently signed the Food Safety Act of 2013 in September of the same

year. Concerns about contaminated food products, which have remained over time as

the food business and consumers regularly experience food scares, were the root

cause of both incidents (DOH, 2011).

Food and Drug Administration (FDA) to uphold strict standards of personal

hygiene to shield themselves from disease and avoid contaminating food. Hand

washing before and after handling food and kitchenware is one of the recommended

practices. Additionally, health and personal hygiene, food-borne illnesses, symptom

diagnosis, and reporting protocols for illnesses in a timely manner to prevent

contamination and contagion should be covered in employee training.

Consumers do not fully perceive the level of food safety while in a restaurant (de

Andrade et al., 2019), mainly because food safety can only be better observed "behind

the counter." Consumers' perception of food safety ends up being limited to the sensory

aspects of meals (e.g., unpleasant smell) and the restaurant's main areas

characteristics (e.g., cleanliness) (Bai et al., 2019).

 Dining at a restaurant with poor hygiene standards that looks dirty and unclean, food is

not up to the mark regarding hygiene and cleanliness. Guests are present at your restaurant for

the ultimate dining experience. (Mc Dermott 2023)

REASEARCH QUESTIONS AND OBJECTIVES

This study aims to investigate the protocols and practices for a secure dining

experience of the customers at BCHSH- San Antonio Campus, SY.2023-2024.

Specifically aim to answer the following questions:

1.How is the food safety awareness among the respondent in terms of:
1.1 Knowledge
1.2 Attituded
1.3 Practices
2.What are some common protocols followed in fast food restaurants to ensure a
secure dining experience?
2.1 Food Safety Standards
2.2 Hygiene Practices
2.3 Sanitation Procedure
2.4 Compliance with Regulations
3.Factors that need to be ensuring the safety of the customers.
3.1 Product Safety
3.2 Physical Environment
3.3 Hygiene and Sanitation
3.4 Staff Training
3.5 Emergency Preparedness
Significance of the Study

This study will be conducted to find out the importance of Ensuring the Safety in

Fast food: Protocols and Practices for a Secure Dining Experience of the Customers at

BCSHS- San Antonio Campus, S.Y 2023-2024 and the researcher believe that it will be

beneficial to the following:

Students: This study will be beneficial to the Grade 12 He-1 who are also customers to

know the importance of Ensuring Safety in Fast food: Protocols and Practices for a

Secure Dining Experience.

Future Researcher: This study will help them to provide some knowledge, encourage

them to provide necessary information and conduct a similar study.

Scope and Limitations of the Study

Finding out the significance of Ensuring Safety in Fast Food: Protocols and Practices for

a Secure Dining Experience of the Customers of Grade 12 HE 1 Students is the main

goal of this study. Only BCSH-SAC Grade 12 He 1 student are included in this study.

Twenty-seven to (16 women and 11 men). Although the study focused only on a sample

of Twenty-seven students (11 males and 16 females) from Grade 12 HE 1 at BCSHS-

SAC, it does provide information regarding the protocols and practices for a secure

dining experience for all the students. The study's duration is set for SY 2023–2024.
Conceptual Framework

DEPENDENT
INDEPENDENT
Factors that need to ensure
Safety of the including the following:
customers 1.1 Product safety
1.2 Physical Environment
1.3 Hygiene and Sanitation
1.4 Staff training
1.5 Emergency Procedures

Independent Variable

The safety and well-being of customers is the most priority of the restaurants. To

achieve this, restaurants must priorities the safety of the customers on their premises,

adhere to health and regulations and conduct regular risk assessments. Restaurants

priorities customers safety through strict regulatory compliance, meticulous safety

planning, and stringent hygiene practice. This measure aims to provide customers with

a safe and enjoyable dining experience while safeguarding their well-being during

interaction in the restaurants.

Dependent Variable

Ensuring the Safety of the Customers is a priority when you work in the service

industry. And there are factors that you need to consider including the following product

safety, physical environment, hygiene and sanitation, staff training and emergency

protocols.
Theoretical Framework

1.1 Role of Administration in Health and Safety Legislation

The concern for health and safety has been there in history. Early researchers

were concerned about theoretical insights into employee health and safety. Surveys

which were done later focused on the importance of legislation. In technical questions

pertaining to workplace health and safety, there is the social element. That is, for

example, the power relations in production: who tells whom to do what and how fast.

After all, a machine does not go faster by itself; someone designed the machinery,

organized the work, and designed the job (Sass,

1986).

The two stated that labor health, safety and welfare activities are necessary for

improving employee working conditions, economic and living standards. They were very

quick to point out that in the olden days, employers suppressed the worker by paying

less salary and extracting more work in an unsatisfactory working environment. With the

birth of the “Regulation and Employment Act” of 1948, employers were required to

provide satisfactory working environment.

The Expectancy-Disconfirmation Theory was proposed by Richard L. Oliver and

was completed for use in 1980. The theory is suitably applicable for use when

explaining issues related to customer satisfaction within the context of service delivery

in a business. Expectancy-Disconfirmation Theory posits that customers compare the

performance of service rendered to them against their perceived expectation from the

service provider (Oliver, 1980). This establishes the fact that in most cases, customers

usually would have had an expectation about the service they are about to encounter
even before the service is rendered. The theory therefore explains post purchase

reactions to services as a function of what is expected or perceived by customers.

When service rendered meets up with customer’s expectation or even surpass it, the

‘disconfirmation’ is positive, which this amounts to satisfaction, and this is believed to

have positive impact on patronage. Whereas, when it is the other way round, that is,

when the service rendered falls short of customer’s expectation, the ‘disconfirmation’ is

negative, which amounts to dissatisfaction in the service rendered, and this is equally

believed to have a negative impact on patronage.

Research Hypothesis

There is a factor that needs to be ensuring the safety of the customers of BCSHS-SAC,

S.Y -2023-2024 including product safety, physical environment, hygiene and sanitation,

staff training and emergency preparedness.

Definition of Terms

Food safety regulations - is a scientific discipline describing handling, preparation, and

storage of food in ways that prevent foodborne illness.

Inadequate hygiene - having bad or non-existent self-care that can lead to a messy

appearance and health concerns.

Contamination - the action or state of making or being made impure by polluting or

poisoning.

Food and Drug Administration (FDA)- is responsible for protecting the public health

by ensuring the safety, efficacy, and security of human and veterinary drugs, biological
products, and medical devices; and by ensuring the safety of our nation's food supply,

cosmetics, and products that emit radiation.

Consumers - an individual who purchases products and services for their own usage.

Sensory Aspect - is frequently evaluated by sensory factors, such as appearance,

flavor, texture, odor, and taste of foods that are perceptible to humans.

Food Safety Laws - An Act to fortify the food safety regulatory framework to safeguard

consumer health, ease local foods and food products' access to the market and attain

additional objectives.
 CHAPTER 2

Review of Related Literature

International Literature

Food safety has become an important public health concern and many

governments have put in place measures to manage the risks. Most often however,

people's attitudes to health and food safety and how they respond to such information

depend on their level of concern about the risks. (Omari and Frempong 2019)

Customer satisfaction is a serious aspect of any business organization as it is

responsible for the success of the company in every business term. Customer

satisfaction is one of the most important aspects of marketing which helps the company

to increase its sale and revenue as the customers become happy with the services or

products they receive from the companies (Suharyono and Widiyanto, 2021).

Once the customers become satisfied, they become significantly interested in the

company’s products and services and the company also retains the customers with the

providence of quality products and services (Suharyono and Widiyanto, 2021)

When the literature is reviewed, it has been found that restaurant cleanliness

elements are addressed within the context of atmosphere and service quality and they

have a positive effect on providing customer satisfaction (Soylu & Taştan, 2020 et al).

Service quality has been reported to originate from employee-customer

interaction through the ability of restaurants to provide the promised service accurately.

Employee’s professional appearance, knowledge, confidence, and courtesy in dealing

with customers are germane in achieving customers’ satisfaction (Andaleeb and

Conway, 2019).

According to the U.S. National Archives and Records Administration, only 43% of

businesses struck by a disaster resume operation afterward. Of that 43% that resumed

operations, 29% of the companies fail within two years. (Business.com, 2020) Those

are daunting statistics. Restaurant operators can’t foresee every potential emergency;

however, preparing for both every day and extreme situations will allow resiliency and

provide a path of recovery to bounce back. . (Business.com, 2020)

Local Literature

According to Azanaw et al., 2019, In the Philippines, food handlers were not

obliged to register for food safety certification or to get sanitary permits., resulting in

unsafe and inappropriate food preparation methods that expose customers to food

related disease. Reheating, undercooked food, chilling of food, poor preparation,

contamination, improper processing, and unsanitary circumstances have all been

related to food borne illness.

According to Malavi (2021). Food safety training has been shown to lower the

occurrence of foodborne illnesses by raising awareness among employees, desire,

behaviors, including safe food handling abilities. Food handlers have benefited from

food safety training to increase their knowledge and skills. It was also discovered that

food safety training lowers the risk of food-borne illness.

 According to (Azanaw et al., (2019) In the Philippines, food handlers at home are

not issued with sanitary permit or are not required to apply for food safety certification,

which can lead to unsafe and unacceptable practices in food preparation putting

customers at risk of FBD. Several improper food preparation practices at home, such as

improper cooking practices, reheating, undercooking, cooling of food, inadequate

preparation, cross contamination, insufficient processing, and poor hygiene are found to

cause FBD.

Customer perspective is the most important matter in constructing relationship

and services in a business and to retain the quality of services through protocols of the

health and safety guidelines. Gursoy, D., & Chi, C. G. (2020).

Therefore, safety protocols are mandated on food establishments by the

management for the customers to feel they are protected from. Restaurant personnel

are too frequently disinfecting the tables and chairs, the utensils, and plates to make

sure they are all properly cleaned before using. Konuk, F. A. (2019).
References

Food safety in restaurants: The consumer perspective 2019, International

Journal of Hospitality Management

Suharyono, S. and Widiyanto, H. 2021. Analysis Product, Price, Service, and

Digital Marketing on Customer Satisfaction and Its Impact on Customer Loyalty PT

Control Systems – Emerson Micromotion Flowmeter. FOCUS, 2(1), pp.27–37.

doi:10.37010/fcs. v2i1.292.

Marcel Deer July (2020) https://cpdonline.co.uk/knowledge-base/food-hygiene/food-

hygiene-requirements-in-restaurants/

Azanaw et al (2019). Food safety practices of food handlers at home engaged in

online food businesses during covid-19 pandemic in the Philippines. Colum 4, 2021,

Page 64. Retrieved From: https://www.sciencedirect.com/

science/article/pii/S2665927121000022.

Business.com, M. (2020, March 16). 5 steps for your Restaurant's disaster

PREPAREDNESS PLAN. Retrieved February 25, 2021,

from https://www.business.com/articles/five-steps-for-restaurant-preparedness-plan/.

Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the restaurant

industry: An examination of the transaction specific model. Journal of Services

Marketing, 20(1),

Konuk, F. A. (2019). The influence of perceived food quality, price fairness,

perceived value and satisfaction on customers’ revisit and word-of-mouth intentions

towards organic food restaurants.

 Gursoy, D., & Chi, C. G. (2020). Effects of COVID-19 pandemic on hospitality

industry: review of the current situations and a research agenda

 CHAPTER 3

METHODOLOGY

Research Design

The descriptive correlation method was employed in this study in determining if

there is a factor that need to be ensuring the safety of the customers. In the students of

Binan City Senior Highschool San Antonio Campus. Descriptive research is a research

method that seeks to describe and interpret phenomena as they exist in their natural

settings, without manipulating variables or establishing causal relationships (Neuman,

2014). In this study, the primary objective is to examine the factors that need to be

ensuring the safety of the customers. To gain a deeper understanding of students'

experiences and perceptions related to ensuring their safety, a quantitative research

design will also be utilized. Quantitative research is the process of collecting and

analyzing numerical data. It can be used to find patterns and averages, make

predictions, test causal relationships, and generalize results to wider populations

(Pritha, 2020). Through quantitative such as numerical analysis of data collected

through polls, questionnaires, and surveys methods that capture the nuances and

complexities of students' experiences with ensuring their safety in restaurants.

The Instrument(s)

In this research study, data will be collected through survey questionnaires with

participants. The survey questionnaires will be designed with a two-part structure to

gather comprehensive information on participants' ensuring the safety of the customers.

 The survey will focus on assessing the extent of participants' ensuring the safety

of the customers. This approach is consistent with previous studies that have

successfully collected data on ensuring safety using survey questionnaires.

By utilizing survey questionnaires, the researchers will be able to gather a

sample size and obtain a perspective on the topic. The structured nature of the

questionnaires will ensure consistent data collection and facilitate quantitative analysis.

This approach enables statistical analysis to identify correlations in ensuring the safety

of the customers.

Survey questionnaires provide a valuable method for collecting data in a

systematic and efficient manner. They allow for standardized data collection and can

capture a wide range of participants' experiences and perspectives. By utilizing this

instrument, the researchers aim to gain a comprehensive understanding the factor that

need to be ensuring the safety of the customers, ensuring the validity and reliability of

the findings based on participants' self-reported experiences.

Data Collection Procedure

The researchers use a survey questionnaire to systematically collect data for this

study. Participants are approached through electronic letters and emails, where they are

provided with detailed information about the study's purpose, their rights, and the

voluntary nature of their participation. The researchers emphasize confidentiality,

privacy, and anonymity throughout the survey process. Participants are assured that

they can withdraw from the study at any time without facing any negative
consequences.

The survey questionnaire follows a structured or semi-structured format to

ensure consistency among all respondents. The questions are designed to align with

the research objectives and encourage participants to provide detailed responses. The

researchers actively listen to participants' answers, seeking clarification when needed

and exploring specific areas of interest to gather comprehensive data.

The researchers approach the survey process with professionalism and

sensitivity. They create a respectful and non-judgmental atmosphere that enables

participants to feel comfortable sharing their perspectives and experiences. This

approach establishes a trusting relationship between the researchers and participants,

ultimately enhancing the quality and validity of the collected data.

Plan for Data Analysis

To gather data for the research on Ensuring safety in restaurant: Protocols and

Practices for a secure dining experience of the customer, the researchers will utilize

survey questionnaires as the primary instrument. Participants will be provided with a set

of structured questions related to their experiences in ensuring the safety in restaurants.

The survey questionnaires will be designed to capture relevant information and insights

from the participants.

 Once the survey responses are collected, the researchers will analyze the data

using statistical techniques. This comprehensive analysis will provide a deeper

understanding of the research topic and ensure the validity and reliability of the findings.

By using survey questionnaires as the data collection instrument, the researchers

will be able to gather a sample size and obtain a perspective on the topic. This

approach will enhance the generalizability of the findings and provide valuable insights

into the factors that need to be ensuring the safety of the customers.