Canteen Service Quality and Customer Satisfaction

of senior high school students in

Sto. Nino National High School

A Research Paper Presented to the Faculty of

Sto. Niño National High School
Inquiries, Investigation and Immersion

ABELLANA, SHAILA
KAYTE DABLO, JERRY
JOY
GUIPO, KRISTINA
MANALO,
JENELYN ORBETA,
MOMOKA SITON,
HELEN MAE
VERTUDAZO, RHEA MEA

June 2023
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CANTEEN SERVICE QUALITY AND CUSTOMER

SATISFACTION OF SENIOR HIGH SCHOOL STUDENTS IN
STO.NIÑO NATIONAL HIGH SCHOOL

In Partial Fulfillment for the Requirement

of Inquiries, Investigation and Immersion

ABELLANA, SHAILA
KAYTE DABLO, JERRY
JOY GUIPO, KRISTINA
MANALO, JENELYN
ORBETA, MOMOKA
SITON, HELEN MAE
VERTUDAZO, RHEA MEA

June 2023
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ACKNOWLEDGEMENT

The researchers wish to extend their profound gratitude, acknowledgement

and appreciation to all the people who have inspired them to conduct and finally

finish this study. This study was made possible through the valuable assistance and

cooperation of several people.

To their former subject-teacher Mr. Kristoffer Mendez, for the

suggestions, guidance, untiring support and advice he has given to the researchers that

helped them start this study.

To John Ryan V. Ignacio, who had painstakingly helped the researchers in the

completion of the chapter 3 and 4 of the study.

To our TVL teacher Lerma Salomon for her support and consideration

throughout the research and who helped the researcher to complete this study.

To our Friends who supported and helped us to finish this study.

Heartfelt thanks are also given to the respondents of this study. Without them,

this study could not have been possible.

Lastly, to the Lord God, who gave us strength, good health, energy and

determination to make this piece of work a reality.

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ABSTRACT

The Sto. Niño National High School canteen plays a very important role in
providing food to the and students. One of the functions of the canteen is to provide a
kind of service that will satisfy its clientele; hence this investigation was conducted to
assess whether the targeted customers of the canteen are satisfied of its services. This
study investigates the link between the different service characteristics that have an
influence on customer satisfaction in the school canteen. The study also aimed to
understand the level of satisfaction of the Senior High School students on the canteen
service quality provided by the school canteen of Sto. Niño National High School.
A conceptual model comprising of different variables like food quality,
service quality, food choice, price and value equality, and ambience were studied for
customer satisfaction to explore the relationship among them. This study examined
how dining experiences influence the satisfaction and loyalty of senior high school
students in order to find their similarities and differences within the context of school
canteen services. The study was conducted at Sto. Niño National High School by
using a quantitative research approach, and 189 students. The findings reveal that the
various quality factors considered in the study are positively correlated with customer
satisfaction and have a significant impact on the satisfaction level of senior high
school students who dined at the school canteen. It could be concluded from the
results that the influence of price offered at the school canteen had a significant effect
on respondent’s loyalty. The data gathered from this study will provide information
for the canteen staff to be aware of the food being served especially on the methods of
preparation and cooking, food handling practices and types of service, student’s
preferences to different food attributes and service being offered in the canteen. In
this study, a survey questionnaire using random sampling, simple frequency count
was expressed in percentage.
Results show that we although generally the respondents are satisfied with the
school canteen in terms of marketing mix particularly product, price, people and place
there are still areas that need improvement. These concerns include the staff
attentiveness and quality of food. The establishment and operation of a school canteen
is important in order to cater to the nutritional needs to become physically fit
individuals who love eating healthy food. Schools are encouraged to implement
comprehensive health and well-being programs including food and nutrition and
many more. The findings of this study will serve as a reference to improve canteen
management.
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DEDICATION

The researchers would like to dedicate this research to them

family who are always there no matter what,

To their friends who motivate them and

To their classmates who helped them in so many ways.

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TABLE OF CONTENTS

TITLE PAGE i-ii

ACKNOWLEDGEMENT iii

ABSTRACT iv

DEDICATION v

TABLE OF CONTENTS vi-vii

CHAPTER

1. THE PROBLEM AND IT'S BACKGROUND

Introduction 1-3

Statement of the Problem 4

Significance of the Study 5

Scope and Delimitation 6

Related Literature 7-13

Theoretical Framework 14

Conceptual Framework 15

Definition of Terms 16

2. METHODS OF STUDY AND SOURCES OF DATA

Research Design 17

Research Instrument 17-18

Research Respondent 19-20

Sampling Technique 20-21

Sample Size 21

Data Collection 22

Data Analysis 23-24

Ethical Consideration 24-25

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3. PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

Table of the respondents in all Senior High school level 27

Table for Price and Value 27

Table for Cleanliness 27

Table for Service 27

Table for Quality of food 28

Table for Student’s Satisfaction 28

4. SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATION

Summary of Findings 29

Conclusions 29-30

Recommendations 30-31

References 37-32

APPENDICES

A. Questionnaire 38-51
 CHAPTER 1

Background of the Study

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

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

and nutritional needs of its students in order for them to have the energy to

accomplish the task that they would do for the day. Managers of the school canteen

are urged to raise the level of service they offer to students. (Galabo 2019) A

canteen is a store that sells food and drink at an institution like a camp, college,

or military base. Some are also selling personal items to personnel at an

institution or school or camp etc. This is the area that was created inside the school

in order to secure and consider the nutrition of those students and the people

surrounding it. Moreover, it is to have an active mind and body every day to

fulfill such school activities. (Lorraine Manaig)

As stated under Presidential Decree No. 856 Code on Sanitation of the

Philippines, a food establishment should include sanitation requirements for food

service structure and facilities. It describes the requirements for food handlers as well

as regulation after using toilet and washing facilities, and disposal of refuse and

vermin control. Knowledge and compliance with the requirements of the sanitation

code by the food service operators will ultimately result to their own benefit since

customers prefer eating in clean and sanitary premises.

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The maintenance of high standards of sanitation in the food service operation

cannot be compromised by the management. Sanitation should be treated as a way of

life in food service because laxity in sanitation rules can mean illness for customers.

To maintain high standards of sanitation, management must be familiar with

sanitation laws and ordinances that govern the operation of food service business.

(Presidential Communications Office (PCO), 1975)

With this, preparation of food requires attention to raw materials,

personal hygiene, kitchen hygiene and especially in controlling the temperature at

which foods are kept in all food handling operations, including cooking, cooling,

reheating and distribution. Proper hygiene standards for rural school cafeterias should

be developed in order to improve hygiene and promote students' health. All canteens

have the responsibility to provide safe food. Safe food means that it is prepared,

cooked, transported and served in a way that it will retain nutrients and minimize

bacterial contamination and growth. Handling food poorly can also reduce the quality

of the food being served.

With this information, there is a need to look into such practices for its

effective and efficient functioning, as well as the services being offered in distributing

the foods to learners as customers. It is then the canteen manager who is responsible

for ensuring food safety for the welfare of the students as customers. Therefore, to

determine the safety of food being served in school canteens one should know

everything about food safety and hygiene. Canteens have responsibilities to provide

safe food. (CCOHS, 2023)

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This study will focus on the school canteen of Sto Niño National High School,

the services and foods that they are offering. Sto Niño High School support student's

health and physical well-being. The saying goes. "Healthy body is a healthy mind."

The establishment and operation of a school canteen is important. Therefore, the Sto.

Niño National High School canteen management should offer healthy food at

affordable prices. Thus, greater effort must be exerted in its operation, either by the

school administration or hired entity who handles the operation.

Presently, Sto. Niño National High School (SNNHS) has various challenges

that need to be addressed especially in terms of its canteen service quality provided to

students. For instance, a lot of students complain about the price and quality of

canteen products because it is too pricey, hence, the students cannot afford it because

of their insufficient allowances.

Besides, teachers and students also recommend a more spacious venue for the

canteen because most of the time it is crowded. There are also various experiences

and complaints from students regarding the kind or variety of foods displayed in the

canteen.

Hence, the researcher is challenged to conduct this study in order to assess the

canteen service quality provided to students at (SNNHS) where the findings would

serve as a feedback mechanism of providing goods.

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Statement of the Problem

This study is set out to address the following questions:

1. What is the satisfaction level of the Senior High Students in the school

canteen as to the following:

Quality of food and beverage Service

Cleanliness Price

and Value

2. What is the Level of Satisfaction of the students in Sto. NiñoNational High School

3. Is there a significant relationship between the school canteen services and the level

of satisfaction of the students in Sto. Niño National High School?

Hypothesis

There is a significant relationship between the canteen service quality and student's

customer satisfaction in Sto.Niño National High School.

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Significance of the Study

This study aimed to determine the status of the school canteen,

particularly identifying the aspects in the operation that should be improved.

Likewise, it was the objective of this study to evaluate the difficulties encountered by

the Senior High student's as to the kind of service that they received. Moreover, the

research attempted to provide the most appropriate and effective ways in hiring

managers who will oversee all matters pertaining to school canteen supervision.

Finally, this research may provide opportunities for reflective thought and

thereby enhance professionalism among members of the cooperative, so that they

improve efficiency and offer delicious yet affordable food. The results of this study

could provide the management of the cooperative with the information about the

present status of the school canteen and to let them know that the existing situation

really affects the totality of the service that they are rendering.

The result of the study will also make management realize the need to

objectively solve the problems encountered in the canteen operations. The finding

may also serve as a guide for canteen managers in the planning, preparation and

implementation of their new programs. The study will provide some insights and

information on how they will manage the canteen for the benefit of the customers

such as the Teacher's and the Student's who the main clients who must be served are

and are satisfied.

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Scope and Delimitations

The focus of this study is the relationship between Canteen Service Quality

and Student’s Satisfaction in Sto. Nino National High School. The researcher chooses

the 80 senior high school students in Sto. Nino National High School as a respondent,

because we wanted to find out what are the effect/s of Canteen Service Quality to the

Student’s Satisfaction in this school.

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Review Related Literature

Customers’ Satisfaction in Higher Education

There is much research on customer satisfaction in the private or public

business sector, according to a survey of the literature on consumers' satisfaction. Few

research on customer satisfaction have been undertaken in the setting of higher

education Numerous attempts have been made by scholars, according to Navarro and

Iglesias to define the idea of satisfaction in connection to services provided in higher

education They acknowledge that the goal of the psychological process is

satisfaction. According to Amelia and Garg, the initial impression is one of the most

important factors, along with the caliber and accuracy of the food delivered and the

courtesy of the staff when providing service. Students are the majority of patrons in

university cafeterias as measured by their happiness with. Campus meal service is

growing in popularity and significance since students account for the bulk of cafeteria

patrons who are satisfied with the institutional food services.

When examining how college food service qualities affect perceived value,

contentment, and customer attitudes, Kwun took the gender gap into account. The

dining experience has an impact on patron happiness and loyalty for both students and

employees, claim Garg and Kuma Customer satisfaction in university cafeterias is

entirely correlated with the catered food and beverage quality, variety, and options,

with hygiene and cleanliness, as well as with price and value fairness. Numerous

elements have been identified as influencing customers' decisions when selecting a

meal service based on the aforementioned characteristics.

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Quality of Food and Beverage

Prior research suggested that the quality of the food and beverages in the

university cafeteria is largely responsible for customer satisfaction (McWilliams,

2000). Food quality refers to a product's attributes that the consumer finds acceptable.

Food quality measurement includes the taste, freshness, nutritional value, and portion

size in addition to the overall quality of the food and beverage . Food and beverage

quality has been accorded significant importance as a fundamental product of a food

service operation and has been assessed in several ways, including temperature,

texture, flavor, and aroma ( L. Xi and Z. Shaui, 2009) The quality of the food and

drinks is thought to influence customers' intentions to return to a particular restaurant.

Consumer satisfaction with food and beverage quality was highly correlated with

consumer satisfaction, according to Oh in 2000, a strong correlation between patrons'

inclination to return to a particular restaurant and their pleasure with the caliber of the

food and beverages.

Additionally, eating at work is commonly linked to poor food quality and poor

dietary choices, both of which have detrimental effects ( R. Kjollesdal, 2011).

According to Tam al in 2001 there are many ways to encourage clients to eat well.

Institutions have a duty to create a setting that makes it simpler for students to prepare

wholesome food. Previous studies show that the food environments in many

institutions are full of calorie-dense, nutrient-poor foods that may be extensively

pushed ( Roy, Horacek and S. M. Colby in 2013) Additionally, it is the operators'

responsibility to offer a variety of products on their menus so that customers have

more options.
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Quality of Service

Given that dining out is primarily a social activity, service quality is seen as a

critical component in the restaurant industry ( C. Conway and K Brady, 2001). In

certain research, it was discovered that the level of service was more crucial to dining

satisfaction than food quality. According to Yuksel and Yusel in 2002, service quality

has a considerable impact on eating pleasure at the overall market level, particularly

for those who are looking for adventurous or nutritious meals. In addition, customers'

expectations and perceptions of the services being offered are now taken into account

when evaluating the quality of the service. According to Inkumsah in 2011, it was

discovered that the standard of the culinary services given has an impact on customer

happiness. In the same context, Garg claimed that customers' opinions of a restaurant

are influenced by the quality of the food service. According to Küçükaltan in 2007,

various customers may assess the same food service differently, and this is primarily

based on the customers' perceptions of the food service offered. Customers'

perceptions of the quality of the supplied service will depend on whether it meets or

exceeds their expectations. If it does, the perception of service quality will be high.

( Akbaba and I. Killinc, 2001)

In the context of higher education, according to Kim, students' expectations

and perceptions regarding the quality of service vary from one student to the next

and from one semester to the next (Kim, 2009) . Abo-Baker in 2004, defined

service quality as the organization's ability to satisfy the customers within the

determination of specifications, characteristics, and requirements of service that

gratify the desires and needs

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of customers and exceed their expectations. As a result, this variety creates a more

complicated, diversified, and dynamic business environment, makes it challenging to

gauge service quality, and makes it challenging to pinpoint the factors that influence

it. This intangible factor is one of the crucial elements in service quality. According

to Tan, Oriade and Fallon in 2014, Services are intangible, making it challenging to

quantify them. Additionally, personnel, particularly those who provide high-quality

service, are crucial to the success of food service establishments. Employee job

satisfaction is influenced by personality factors and social networking use.(Kim,

2019)

Customers' opinions of service quality are influenced by employee behavior

(Hensley and Sulek, 1992). Customer satisfaction with the quality of the service is

influenced by interactions between cafeteria employees and patrons, including

welcoming gestures like greetings and high levels of responsiveness, cleanliness, and

speedy service (J.Barsky, 1992) . It is important to note that service providers should

raise the standard of service offered on campus to deter students from looking for

substitute food service providers off campus. Since they are aware of nearby food

service quality, students are not restricted to the quality of food served on campus.

Researchers created and improved a variety of tools to gauge perceived service

quality in the literature According to Zeithaml in 1988, implemented in the well-

known instrument SERVQUAL. It consists of five service dimensions:

responsiveness, reliability, assurance, and empathy. Tangibles are defined as

"physical facilities, equipment, and appearance of personnel."

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Another tool designed to evaluate the level of service in hotels and meeting

spaces is called LODGSERV(Hensley and Sulek, 2007) . To measure patrons' views

of restaurant quality, Stevens in 1995 adapted and improved the DINSERV scale

from SERVQUAL and LODGSERV. The SERVQUAL scale's five dimensions are

broken down into 29 statements for the DINSERV scale. It is frequently employed as

a reliable assessment method to assess service quality in a variety of hospitality

settings, mostly in food service operations, as is the case with the present study. In the

university dining facility, Kim in 2019, looked into the relative impact of institutional

DINESERV variables on patron satisfaction, desire to return, and word-of-mouth.

According to the signaling theory, information technology use has recently had an

impact on service quality. ( Wei and Ho, 2019)

Cleanliness

The environment and operational features of the campus food service are

frequently referred to as the setting, according to Kwun in 2011. Depending on where

they consume, customers have different expectations and information. It is important

to note that the environment has been taken into account as a further factor that

affects how customers perceive the food service provided on campuses (Klassen,

Trybus and Kumar, 2005). According to several research factors such as cleanliness,

dining room ambiance, comfort level, operating days and hours, atmosphere, and

capacity had a big impact on patron satisfaction and plans to return. (Yuksel and

Yusel, 2002) According to a study by Cardello in 1996, when it comes to the

predicted
 12

acceptability of food quality, home and traditional full-service restaurants scored

better than institutional food services, while airline and hospital food services scored

lower than school food services. As a result, earlier studies discovered that factors

such as food packaging, plate size and design, lighting, and dining partners at the

cafeteria affect a person's immediate environment.

The brand-related elements that will leave an impact on the particular site

make up the ambience, an intangible element (Namkung and Jang, 2007). The seating

arrangement, varied decorations, and ambient music are further setting elements that

can be used . The knowledge and quality of food, eating habits, how people sit, and

the place where food is distributed were all linked, according to many researchers

(Legal, Norhati and Raman, 2011) The quality of the environment has a considerable

and advantageous impact on customers' general happiness with the university

cafeteria, which leads to the research hypothesis that is presented below.

Price and Value

Students' limited financial resources, which affect their choices and decisions

when selecting food service providers, are notable in the context of campus dining.

They are constantly looking for affordable pricing. Similar to this, Nadzirah in 2013,

discovered that as students have limited resources, cost is the main aspect in

university food service operations. Food service providers should improve their

menus by reevaluating their costs, in accordance with Nadzirah in 2013 also, in

order to encourage patrons to use

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the university cafeteria rather than any off-campus food service providers. According

to Soriano's research . customers' quality expectations are influenced by the amount

they pay for a service, and as the price rises, so do the expectations.. In the same

study, they discovered that the cost of a meal is just as relevant as other variables of

enjoyment.

Many scholars have conducted studies on price fairness or price and value.

Price fairness refers to determining whether an outcome or the procedure used to

arrive at an outcome is reasonable or acceptable ( Parasuraman, Zeitham and Berry

2000). Similarly, the price paid for a service impacts the level of quality demanded .

He also emphasized that as compared to other service dimensions, the price (value) of

the meal and service are equally essential. Ng, Xi and Shuai in 2009, and others did

consider price and value when evaluating students' dining hall service quality. Martin-

Consuegra discovered that perceived price fairness increases consumer satisfaction

favorably.The effect of food quality, price fairness, staff performance, and ambience

on students' satisfaction with cafeteria food services was studied utilizing the partial

least squares (PLS) application in Smart PLS computer software.

Similarly, Klassen in 2001, discovered that for students with limited budgets,

pricing is the most important factor in selecting a food and beverage service provider.

Customers in another study said that having good value for money is one of the most

important elements that inspire them to return to a food service facility .( J. Barsky,

1092)
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Theoretical Framework

SERVQUAL or Service Quality measures service quality as the

discrepancy (gap) between a customer’s expectations for a service offering and the

customer’s perceptions of the service received. This model is also referred to as

the RATER model, which stands for the five service factors it measures, namely

reliability the ability to perform the promised service dependably

and accurately,assurance knowledge and courtesy

of employees and their ability to convey trust, tangibles physical

facilities, equipment,and personal appearance,empathy caring,

individualized attention the firm provides its customer and

responsiveness willingness to help customers and to provide prompt services. Buttle

(1996) mentioned that the SERVQUAL model is being used widely in

measuring customers’ perceptions towards various types of services.

Due to this reason, I would likely choose the SERVQUAL model to measure

customers’ perceptions on brand image in my study. Theoretical basis for exploring

the relationship between service quality and customer satisfaction play a significant

role in customer's satisfaction (Jones,Talyor,Becherera and Haisted) emphasized that;

when expectations are met or exceeded customers report a higher level of satisfaction.

Conceptual Framework
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This study determined the level of student' satisfaction in Sto.Niño National High

School canteen in terms of quality of food, cost/value of food, service and cleanliness

of the canteen. It was also conducted to determine what actions can be proposed to

improve Sto. Niño National High School.

Definition of terms
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Canteen - is defined as one that: sells food and drink items to school

students through an arrangement with the school on a regular and recurrent basis (at

least once per fortnight)

Cleanliness - the quality or state of being clean : the practice of keeping

oneself or one's surroundings clean

Quality of food - Food quality is a concept often based on the

organoleptic characteristics (e.g., taste, aroma, appearance) and nutritional value of

food. Producers reducing potential pathogens and other hazards through food safety

practices is another important factor in gauging standards. A food's origin, and even

its branding, can play a role in how consumers perceive the quality of products.

Price – is the amount that consumers will be willing to pay for a product.

Marketers must link the price to the product's real and perceived value, while also

considering supply costs, seasonal discounts, competitors' prices, and retail markup.

Service - is the act of dealing with customers in a store, restaurant, or

hotel by taking their orders, showing or selling them goods.

Customer satisfaction (CSAT) - is a measure of how well a company’s

products, services, and overall customer experience meet customer expectations. It

reflects your business’ health by showing how well your products or services resonate

with buyers.
 CHAPTER 2

Research Design

Descriptive Correlational Designs. Descriptive correlational studies describe the

variables and the relationships that occur naturally between and among them.(Rev.

Latino-Am. Enfermagem 15 June 2007) The researchers use the descriptive correlation

method to recognize the research problem.

This research design was used because the study is already descriptive in nature

through describing the socio demographic of the respondents and to describe the effect of

the canteen service quality towards the student customer satisfaction of Senior High

School. This is a correlational method since it determines if the canteen service quality

has a significant relationship with the student customer satisfaction.

Research Instrument

The instrument used by the researcher in gathering data for the study was a survey-

questionnaire. A questionnaire is a research tool featuring a series of questions used to

collect useful information from respondents. These instruments include either written or

oral questions and comprise an interview-style format. Questionnaires may be qualitative

or quantitative and can be conducted online, by phone, on paper or face-to-face, and

questions don’t necessarily have to be administered with a researcher present( market

research June 29 2022). This contained questions that gave the essential answers

from the aims or the

 CHAPTER 3

In this part of the study, the gathered data on the description and comparison of

the respondents' level of customer satisfaction in canteen service quality towards senior

high school in Santo Niño National High School.

The following are the summary of findings:

1. What is the satisfaction level of the Senior High Students in the school canteen as to

the following:

1.1 Price and Value

The students are satisfied as an overall result in the price and value of which has 3.68

as the weighted mean.

1.2 Service

The students are satisfied with overall results with service which has 3.80 as the

weighted mean..

1.3 Quality of food

The students are satisfied with the overall results with the quality of food which has

3.83 as the weighted mean.

1.4 Cleanliness

The students are satisfied with overall results with cleanliness which has

3.67 as the weighted mean.

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2. What is the Level of Satisfaction of the students in Sto. Niño National High School ?

The students are satisfied with the canteen's service quality, price and value,

cleanliness, quality of food and service as the overall results says SATISFIED which has

3.76 %.

3. Is there a significant relationship between the school canteen services and the

level of satisfaction of the students in Sto Niño National High School?

Based on the results of the 189 respondents, the first indicator (price and value)

has an r value of 0.52 which means the price and value of food offered in the canteen and

student customer satisfaction has a positive correlation. The second indicator

(cleanliness) has an r value of 0.42, which also means the cleanliness of canteen food and

location has a positive correlation to customer satisfaction.

The third indicator (service) has an r value of 0.63 that means the service being

offered the canteen and the customer satisfaction has a positive correlation and lastly the

fourth indicator (quality of food) has an r value of 0.11 which means the quality of food

being served in the canteen has positive correlation to each other. Overall, the 189

responses to all 4 indicators proves that the canteen services have a relationship with

customer satisfaction.
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objective of the study. The instruments helped the researchers collect the answer and the

data from the participants and were assessed accordingly. In the survey questionnaire, 5

likert scale was used and rated as (1) Totally Unsatisfied ; (2) Very Unsatisfied ; (3)

Neither satisfied nor dissatisfied ; (4) Satisfied ; (5) Totally Satisfied .The scale was

accompanied with an interval scale to identify the mean’s description.

Rating Scale Interval Interpretation

5 4.20 - 5.00 Very Satisfied

4 3.40 - 4.19 Satisfied

3 2.60 - 3.39 Not satisfied nor

dissatisfied

2 1.80 - 2.59 Dissatisfied

1 1.00 -1.79 Very

Dissatisfied
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Research Respondents

The survey respondents of the study conducted were the students of Sto. Niño National

High School – Barangay Sto. Niño, Tugbok District, Davao City. The respondents of the

study composed 80 selected students from the senior high school grade level only to

effectively know the impact of service offered in the canteen to students customers

satisfaction. The population needed was enough to provide enough answers to be needed

for the study.

Table 1: Distribution by Senior High School section

Section No. of respondents Percentage

Garnet 26 14%

Turquoise 23 12%

Ruby 23 12%
 20

Gold 23 12%

Peridot 23 13%

Amethyst 23 12%

Sapphire 25 13%

Topas 23 12%

Table 1 shows the distribution by section of the respondents. There are 26

respondents in section Garnet with the equivalent percentage of fourteen percent (14%),

23 respondents in section Turquoise with the equivalent percentage twelve percent

(12%), 23 respondents in section Ruby with the equivalent percentage of twelve percent

(12%), 23 respondents in section Gold with the equivalent if twelve percent (12%), 23

respondents in section Peridot with the equivalent of twelve percent (12%), 23

respondents in section Amethyst with the equivalent of twelve percent (12%)and there is

25 respondent in section sapphire with the equivalent of thirteen percent (13%) and 23

respondent in section with the equivalent percentage of twelve percent (12%).

Sampling Technique

Purposive sampling is a non-probability method for obtaining a

sample where researchers use their expertise to choose specific participants that will

help the study meet its goals. These subjects have particular
 21

characteristics that the researchers need to evaluate their research question. In other

words, the researchers pick the participants “on purpose.” (Jim Frost) Purposive

sampling, also known as judgmental, selective, or subjective sampling, is a form of non-

probability sampling in which researchers rely on their own judgment when choosing

members of the population to participate in their surveys.

This survey sampling method requires researchers to have prior knowledge about

the purpose of their studies so that they can properly choose and approach eligible

participants for surveys conducted using online survey platforms like Alchemer.

Researchers use purposive sampling when they want to access a particular subset of

people, as all participants of a survey are selected because they fit a particular profile.

(Alchemer, 2021)

Sample Size

Sample size refers to the number of participants or observations included in a

study. This number is usually represented by n. The size of a sample influences two

statistical properties: 1) the precision of our estimates and 2) the power of the study to

draw conclusions. (Institute for Work and Health, august 2008) The sample size is

defined as the number of observations used for determining the estimations of a given

population.

The size of the sample has been drawn from the population. Sampling is the

process of selection of a subset of individuals from the population to estimate

 22

the characteristics of the whole population. The number of entities in a subset of a

population is selected for analysis.In this research we have a population for our

respondents, the senior high school students only of Sto.Niño National High School.

Data Collection

Data collection is a systematic process of gathering observations or

measurements. Whether you are performing research for business, governmental or

academic purposes, data collection allows you to gain first-hand knowledge and original

insights into your research problem. (Pritha Bhandari, June 5 2020) In collecting the data,

the first step was sending a letter for the validator.The validation stage is crucial to ensure

that the questionnaire is psychometrically sound, in this letter the researcher will ask for

the guidance in validating their survey questionnaires. The next step is approaching the

validator. This is when you will have to approach the validator about your intention in

validating your survey questionaires.Next is the validated questionnaires, you

 23

should have grammatically correct, validated questions and appropriate survey

questionnaires.

After that you will approach the respondents, you need to get their permission

before conducting the survey. Next, is conducting the survey. This is where you will give

them the survey questionnaire for them to answer it. Finally the last step is collecting the

questionnaire which the respondents have answered already.The researcher of the study

used the random sampling in identifying the participants used for the study. The way of

the researchers in gathering the data to be used for the study is through using

a survey-questionnaire that was answered by the selected respondents. The respondents

were the selected students in each section in the senior high curriculum of Sto. Niño

National High School where the survey will take place.

Data Analysis

In analyzing the result of the study, the researcher will use the following statistical tool:

Frequency and Percentage Distribution- These statistical tools were used

to tally the socio-demographic profile of the respondents. The percentage was used to get

the proportion of the frequencies of responses.

Weighted Mean-The responses were tailed and treated statistically using the

weighted mean. The weighted mean is defined as the summation of the

 24

observed values multiplied by the allocation weights which is divided by the summation of

the observed values.

To tabulate and describe the socio-demographic profile of the

respondents, frequency and percentage distribution, and mean were utilized.

Formula:

Percentage

Where :

P = stands for percentage (%)

F = number of respondents that answered the same indicators N =

total number of respondents

Correlation Where:

R = Pearson's r correlation N

= number of responses

Σxy = sum of the products of paired scores

 25

Σx = sum of x scores

Σy = sum of y scores

Σx² = sum of squared x scores

Σy² = sum of squared y scores

Ethical Consideration

Ethics is defined as a moral philosophy with a system of moral principles that deal

with how these principles affect how people make decisions and how they lead their

lives.(BBC Ethics,2014) The researchers consider the following statements to be valid

reasons to consider my ethics throughout the research process. First, as a researcher, we

justify conducting this research by making every effort to avoid falsification,

falsification,or misunderstanding of the data.

The researchers will publish my truthful data, results, methods, and procedures

reports. Second, we will make every effort to avoid bias in my research design, data

analysis and interpretation, and other aspects of research where objectivity is expected or

necessary. Thirdly, the researcher will properly reference and give credit to the owner or

authors of the source material to respect patents, rights, and other forms of intellectual

property. In addition, they will not engage in any form of plagiarism. Last but not least,

we promise to maintain the respondents' privacy by not disclosing their identities,

information, or names
 CHAPTER 4

This chapter presents the summary and conclusion derived from the conduct of

the study which is the satisfaction level of senior high school students in the service

offered in the canteen in Santo Niño National High School. It also provides

recommendations that can be beneficial to the future research

The respondents of the study were the thirty (189) identified senior high school

students from different k-12 strands. They were selected using random sampling

technique. It employed quantitative research and utilized the descriptive correlation

method. The statistical tools used were weighted mean and frequency and percentage

distribution.

Conclusion

Based from the findings of the study the following conclusions are drawn:

1. Sto.Niño National High school canteen offers a quality service that satisfy the senior

high school students..

2. The quality of the Canteen's food is good and well appreciated by the

students.

3. Price and Value of the food in the school canteen are justified enough and follow

the Suggested retail price.

4. Canteens cleanliness should always be observed for safety.

 30

5.School canteen should maintain the cleanliness of the canteen, the quality service, the

good food and also the right price and value of the food and service offered in the

canteen.

Recommendation

Based from the conclusions drawn from the result of the study, the researchers prompted

to highly recommend the following:

To the School Canteen

1. In order for the canteen to know exactly what the students want and need, a survey

must be conducted.

2. The school cafeteria should always present a menu plan in advance as to the food

offered to give the kids information on the available food for feeding that will satisfy all

of their daily requirements.

3. To further enhance the cafeteria operation, a regular survey and interview about

student preferences and comments should be used.

4. In order to keep the canteen clean, the staff members are required to perform routine

cleanings both inside and outside the building.

To the Canteen Staff

5. Encourage the canteen staff to use alternative strategies for flavoring the food.
 31

6. The municipal health department must issue a medical certificate to canteen staff

members, and they must maintain good personal hygiene.

7. The personnel is responsible for performing a routine cleaning of the canteen's exterior

as well as its interior.

8. It is advised that the canteen staff give the students the best cuisine possible to ensure

their contentment with the taste.

To the School Canteen Administrator

9 If effective waste segregation is performed in this region, one entity should be responsible for

conducting routine inspections in order to preserve cleanliness.

10. To reduce the number of underweight pupils in schools, school administrators should

collaborate to promote the feeding program.

 32

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 38

Appendices

Questionnaires

STO NINO NATIONAL HIGH SCHOOL

Brgy. Sto. Niño, Tugbok District Davao City

Research Title: The effects of canteen service quality to costumer satisfaction towards

senior high school students of Sto. Niño National High school"

Name : Date :

Grade level and Section : Sex :

Direction: Here are a number of statements that may or may not meet your satisfaction

about the Qualities of Services of the School Canteen. Choose one from the five choices

below that best describes your feeling about the statement by checking the corresponding

cells where the column numbers mean the following:

Leve Interval Interpretation Description

l
 39

4.20 - Very Satisfied Students are very satisfied

5 5.00 with the food and service provided

by the canteen.

4 3.40 - 4.19 Satisfied Student is satisfied with the food

and service offered by

the canteen

3 2.60 - 3.39 Not satisfied nor dissatisfied Student is not satisfied nor

dissatisfied with the canteen's food

and service.

2 - 2.59 Dissatisfied Students are not so pleased

by the canteen's food and service.

1.00 Very Dissatisfied Students are very dissatisfied or

1 -1.79 disappointed with the canteen's

food. and

service

5 4 3 2 1

“ Price and Value”

The food prices are affordable.

The food in the canteen fits my weekly allowance.

 40

Food served is reasonable for the price.

4 3 2 1

“ Cleanliness ”

The trash is properly segregated.

The decorations in the canteen are bright and cheerful.

Canteen area is hygienic.

The Cleanliness in the canteen is well maintained.

Create a welcoming environment.

Keep the food display area and the equipment clean.

4 3 2 1

“ Quality of food ”

The food being served is good for my health.

The quality of food is fresh and clean.

The flavor of the foods is good

The food are served just in time

The quality of food they served was excellent.

5 4 3 2 1
 41

“ Service”

The service offered in the canteen is consistently courteous

Canteen service is very prompt.

The canteen staff are neat and clean

The canteen staff satisfy you with their service.

The Canteen is properly managed by the staff.

The attitude of the canteen staff is approachable.

The canteen staff are quick to respond to every student's

needs.

The canteen staff showed empathy in dealing with

customers.

4 3 2 1

“ Students Satisfaction ”

The service in the canteen is consistent everytime i go.

My experience at the canteen is quite good.

The satisfaction I have with the canteen's food is 10/10.

The food in the canteen must be recommended to others

I am satisfied with the sales service.

The canteen offers a quality service.

 42

7. I am good with prices of foods in the canteen.

The appearance of the food they are offering to students is

being served attractively

Table 5: Quality of food

Quality of VS S N D V Total Verbal Adjectival

food D Descriptio Descriptio

(5) (4) (3) (2) n n

(1)

1 .The food 9 24 16 1 50

being 0 3.82 Satisfied

served is (45) (96) (48) (2) (191)

good for my

health.

2. The 11 23 14 1 1 50

quality of 3.84 Satisfied

food is fresh (55) (92) (42) (2) (1) (192)

and clean.

3. The flavor 13 23 11 3 50

of the food 0 3.86 Satisfied

is good. (65) (92) (33) (3) (193)

 43

4. The food 7 24 14 4 1 50

is served 3.64 Satisfied

just in time. (35) (96) (42 (8) (1) (182)

5. The 15 22 10 3 50

quality of 0 Satisfied

food they (75) (88) (30) (6) (199) 3.98

served was

excellent.

Average 3.83

Table 5 shows the level of satisfaction of senior high school students with quality of

food being served in the canteen. The weighted average is(WA= 3.83) with an

interpretation of Satisfied.

Table 4: Service being offered in the school canteen

Service VS S N D VD Total Verbal Adjectival

Descripti Descriptio

(5) (4) (3) (2) (1) on n

1.The 11 24 14 1 50

service 0 3.88 Satisfied

 44

offered in (55) (96) (42) (1) (194)

the canteen

is

consistently

courteous.

2. Canteen 9 25 15 1 50

service is 0 3.82 Satisfied

very prompt. (45) (100) (45) (1) (191)

3. The 6 34 9 1 50

canteen 0 3.88 Satisfied

staff are (30) (136) (27) (1) (194)

neat and

clean.

4.The 6 24 19 1 50

canteen 0 3.7

staff satisfy (30) (96) (57) (2) (185) Neither

you with

their

service.

5. The 10 24 16 50

canteen is 0 0 3.88 Satisfied

properly (50) (96) (48) (194)

 45

managed by

the staff.

6. The 13 24 10 2 1 50

attitude of 3.92 Satisfied

the canteen (65) (96) (30) (4) (1) (196)

staff is

approachabl

7. The 6 22 16 5 1 50

canteen Satisfied

staff are (30) (88) (48) (10) (1) (177) 3.54

quick to

respond to

every

student.

8.The 9 25 12 3 1 50

canteen

staff (45) (100) (36) (6) (1) (188) 3.76 Satisfied

showed

empathy in

dealing with

customers.

Average 3.80
 46

Table 4 shows the level of satisfaction of senior high school students with the canteen’s

service being offered.. The weighted average is (WA= 3.80)) with an interpretation of

Satisfied.

Table 3: Cleanliness of the canteen

Cleanliness VS S N D V Total Verbal Adjectival

D Descripti Descriptio

(5) (4) (3) (2) on n

(1)

1. The trash 12 13 15 6 4 50

is properly 3.46 Satisfied

segregated. (60) (52) (45) (12) (4) (173)

2. The 3 21 14 10 2 50

decorations Neither

in the (15) (84) (42) (20) (2) (163) 3.26

canteen are

bright and

cheerful
 47

3. Canteen 8 26 11 5 50

area is 3.74 Satisfied

hygienic. (40) (104) (33) (10) 0 (187)

4. The 12 18 18 1 1 50

cleanliness 3.78 Satisfied

in the (60) (72) (54) (2) (1) (189)

canteen is

well

maintained.

5. Create a 8 26 14 1 1 50

welcoming 3.78 Satisfied

environment (40) (104) (42) (2) (1) (189)

6. Keep the 16 22 8 1 3 50

food display 3.98 Satisfied

area and the (80) (88) (24) (2) (3) (197)

equipment

clean.

Average 3.67
 48

Table 3 shows the level of satisfaction of senior high school students with the school

canteen “cleanliness”. The weighted average is (WA= 3.67) with an interpretation of

Satisfied.

Table 2: Canteen Service – Price and Value

Price and VS S N D VD Total Verbal Adjectival

Value Descripti Descriptio

(5) (4) (3) (2) (1) on n

1.The food 12 26 9 3 50

prices are 0 3.94 Satisfied

affordable. (60) (104) (27) (6) (197)

2. The food 8 20 17 5 50

in the 3.62 Satisfied

canteen fits (40) (80) (51) (10) 0 (181)

my weekly

allowance.

3. Food 8 16 18 8 50

served is 3.48 Satisfied

reasonable (40) (64) (54) (16) 0 (174)

for the price.

Average 3.68
 49

Table 2 shows the level of satisfaction of senior high school students with the price and

value of the school canteen. The weighted average is (WA=3.68) with an interpretation of

Satisfied.

Table 6: Student overall satisfaction

Students VS S N D V Total Verbal Adjectival

Satisfaction D Descripti Descriptio

on n

1.The 10 27 11 2 50

service in 0 Satisfied

the canteen (50) (108) (33) (4) (195) 3.9

is

consistent

everytime i

go.

2. My 13 27 8 1 1 50

experience Satisfied

at the (65) (108) (24) (2) (1) (200) 4

 50

canteen is

quite good.

3. The 9 20 17 4 1 50

satisfaction Neither

I have with (45) (80) (51) (8) (1) (185) 3.7

the

canteen's

food is

10/10.

4. The food 10 20 17 2 1 50

in the Satisfied

canteen (50) (80) (51) (4) (1) (186) 3.72

must be

recommend

ed to others.

5. I am 6 36 17 1 50

satisfied 0 Satisfied

with the (30) (104) (51) (2) (187) 3.74

sales

service.

6. The 8 25 14 2 1 50

canteen Satisfied

offers a (40) (100) (42) (4) (1) (187) 3.74

 51

quality

service.

7. I am good 6 25 15 4 50

with prices 0 Satisfied

of foods in (30) (100) (45) (8) (183) 3.66

the canteen.

8. The 6 22 17 3 2 50

appearance Satisfied

of the food (36) (88) (51) (6) (2) (183) 3.66

they are

offering to

students is

being

served

attractively.

Average 3.76

Table 6 shows the level of satisfaction of senior high school students with a student

satisfaction indicator. The weighted average is (WA= 3.76) with an interpretation of

Satisfied.