LEVEL OF SATISFACTION OF THE REINA MERCEDES

NATIONAL HIGH SCHOOL STUDENTS ON THE

FOOD SERVICES BY THE
SCHOOL CANTEEN
(SY 2019-2020)

RESEARCHERS:

VIA SAPHIRE RAMONES

IVY AGGUID
HAZEL SIBAYAN
ANGELICA ZUNIEGA
CHAYEN RAMIL
ALONDRA MARTIN
KENNETH BRAMAJE
DHESIMAE LIBARI

RESEARCH ADVISER:

MR. RUDY R. MARIANO

 CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

INTRODUCTION

Countries around the world offer various kinds of school meal programs. Each weekday, millions
of children from all standards and grades receive meals at their respective schools. School meals
provide high-energy food with high nutritional values either force or at an economical rate.
Different schools around the world have a school culture in which students actively choose
nutritious foods and a healthy lifestyle to support them from learning and health outcomes.
School food devices provide a full-service canteen for its students and sometimes the teachers
they should promote healthy eating to the students, faculty, staff, parents and visitors with
healthy, delicious foods.

Canteen services are important educational resources that provide the student food choices and
other small supplies. It includes food services it is necessary for a canteen to provide services and
merchandise at high quality and reasonable services.

The satisfaction of employees and clients is an important element of success for any organization
and any sector of the economy (Bay, A. and Laguador 2014). Employee's service to the customer
has the strongest influence on relationship quality (Rencilo 2014). The satisfaction of school
meals varies depending on the quality of meals, diversity of foods, food hygiene and environment
(Kim et al., 2003). Service is the most important factor to improve satisfaction on school meals.
Customers would be satisfied if the outcome of the service meets expectations. Dissatisfaction
will occur when the perceived overall service quality does not meet expectations.

The food contains the essential nutrients needed by the body for its normal growth and
development. It is necessary for students to know the sources, function, and nutrients of the food
they buy, adequacy for these nutrients in their diet will result in good health. Hence, students
must learn to plan, select, prepare and serve simple but nutritious food. (Bernardino and Lee,
2005)

Landra (2013) stated that recognizing the importance of eating the right kind of food in children's
growth and development, many schools today accept food services as an integral part of the
school program. It is imperative, therefore, the child who spends the greater part of his/her
waking hours in school be given food that is nutritious and economical. There are plenty of
students with meagre allowance for snacks in public schools, therefore, it is necessary that the
daily foods served in the school canteen are assured to be within the means of the children.
Considerations are given to the nutritive value of the food items being served to them. However,
there are other factors in the process which are not given attention which may adversely affect the
school's total development program, especially if the canteen is being mismanaged by a group of
an individual.

Nutritious food plays a major role in a child’s growth and development according to the study of
Cruz (2013). In order to function properly, the brain needs a constant supply of healthy fats,
proteins, carbohydrates, water, and vitamins and minerals. The amino acids found in high protein
foods are responsible for the firing of brain chemical messengers called neurotransmitters, while
sugar found in the fruit and vegetable power of the brain.

The Department of Education (DepEd) of the Philippines is Strongly Committed to Support

Students' health and wellbeing through its curriculum in school and various initiatives that offer
opportunities for physically fit individuals who love eating healthy food. Schools are encouraged
to implement comprehensive health and being programs, including food and nutrition education.
They help eliminate malnutrition and serve as a venue for the development of desirable eating
habits among students. By the virtue of DepEd Order No. 8s of 2007 implementing guidelines on
the school canteen, canteens should serve as a venue for the development of eating habits.

Proper hygiene standards for rural school canteens should be developed in order to improve
hygiene and promote students' health. 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. Knowledge and compliance with the requirements of the
sanitation code by the foodservice operators will ultimately result in their own benefit since
customers prefer eating in clean and sanitary premises. Sanitation should be treated as a way of
life in foodservice because not strict enough in sanitation rules can mean illness for customers, to
maintain high standards sanitation, management must be familiar with sanitation laws and
ordinances that govern the operation of the food service business.

As the Local Government Code of the Philippines specifically Article 8, that the duty of the
health officer is to direct the sanitary inspection of all business establishments selling food in
accordance with the sanitation code. Hence, school canteen plays an important role in promoting
good nutrition because it gives students a taste of healthy food, support nutrition messages taught
in class and show better choices for lunch and snacks. Good food gives students all the nutrients
to grow and to develop to be able to concentrate and learn well at school. Therefore, to determine
the safety and hygiene canteens have responsibilities to provide safe food.

This study will focus on the school canteen of Reina Mercedes National High School, the
services and foods that they are offering. The operation and establishment of the school canteen
are important. Therefore the Reina Mercedes National High School should offer nutritious and
healthy foods. This paves a way for the researcher to conduct a study entitled "Level of
satisfaction of Reina Mercedes National High School students on the food services by the school
canteen ".

STATEMENT OF THE PROBLEM

This research aims to determine the level of satisfaction of Reina Mercedes National High School
students on the food services of the school canteen.

Specifically, it aims to answer the following:

1. What is the profile of the respondents in terms of age, gender and grade level?

2. Are the students if Reina Mercedes National High School satisfied with the food services of
the school canteen?

3. Does the school canteen follow the operational management set by DepEd Order No. 8,s.
2007?
 Scope and Limitations of the Study

The research is inclined to only focus on the given parameters and is not subject

to anything else unrelated to the field. The different parameters of this research are the following:

Subject Matter

This research shall focus on the satisfaction of the RMNHS students on the RMNHS canteen..

Though there may be relevant topics and ideas that are discussed in the study for its related

literature, the research had stayed adamant in keeping the subject matter as the key framework

and subject of the topic.

Research Environment

The target environment of this research is the Canteen in Reina Mercedes National High School

located at Cutog Pequeño Reina Mercedes Isabela.

Research Timeline

This study will be conducted from August to September.

 HYPOTHESIS

There is a high level of dissatisfaction of students on the food services of the school canteen.

CONCEPTUAL FRAMEWORK

This study aims to determine the level of students’ satisfaction in Reina Mercedes National
High School canteen in terms of the food served, canteen services.

Conceptual Framework for the level of satisfaction of Reina Mercedes National High School
on the food services by the school canteen which serves as a guide of the study. Specifically, it
shows the input, process and output.

INPUT PROCESS OUTPUT

1. Profile of the 1. Floating of 1. Level of

respondents questionnaires student’s
-Age satisfaction
-Gender 2. Collecting of -Food served
-Grade level data through -school canteen
questionnaires services
2. Questionnaires 3. Interpreting and
analyzing data
gathered

FEEDBACK
 FIGURE 1: PARADIGM OF THE STUDY

The Conceptual Framework presents the flow of the study from the beginning to the end.
These show the different stages of the process involve in order to answer the statement of the
problem.

The first frame shows the input of the study which consists of a profile of the respondents in
terms of age, gender, grade level and questionnaires.

In the second frame shows the process which includes the floating of questionnaires,
collecting data through questionnaires and interpreting and analyzing data gathered.

The third frame is the output, it shows the students' level of satisfaction in terms of food
served and school canteen services.
 SIGNIFICANCE OF THE STUDY

This study aims to determine the student's level of satisfaction in RMNHS on the food
services of the school canteen.

The following are expected to be benefited from the study:

STUDENTS: Theknow the level of satisficfaction in the ssg officers school administrators.

SCHOOL ADMINISTRATORS: The result of the study wil help them to ipaalam ss mga
canteen mangers thatvthe students wheter satisfied lr dissatisfied

CANTEEN MANAGERS: This study can serve as their guide in planning, preparing and
implementing the principle of total operations considering the quantity and quality services to the
students. This study can provide some insights and information on how they will improve and
manage the canteen for the benefit of the customers.

CANTEEN STAFF: This study could provide opportunities for reflective thought and thereby
enhance professionalism among consumers.

FUTURE RESEARCHERS: This study can serve as their guide and a cross-reference that will
give them background or an overview of the study
Definition of Terms

The significant terms used in this study are defined as follows:

Canteen. A restaurant provided by an organization such as a college, factory, or company for its

students or staff.

Canteen Personnel: People who work at the canteen

Canteen Management. It is the completely automated canteen process from placing an order to

delivery including payment. It is the administration of the direction of the means and objectives

of the school canteen which include operation food service management

Food. This refers to the newly cook ready to eat meals beverages and other items bought in the

school canteen.

School Canteen. This refers to one of the ancillary services in the school system that sells food

items to the pupils/students and services as a support mechanism in the effort to eliminate

malnutrition concerns of the school. It can be used as a laboratory canteen on food planning,

preparation, serving, storage, and selling. A school canteen can either be school – management or

teachers’ cooperative – managed.

School Manage Canteen. It refers to a school canteen that is operated and managed

by the school under the general supervision of the school head or principal.

Quality of Food. The quality characteristics of food that is acceptable to consumers.

Quality of Service. The degree to which a provided activity promotes customer

 satisfaction.

CHAPTER 2

REVIEW OF RELATED LITERATURE

This chapter presents the related literature and studies after a thorough and in-depth

search done by the researchers. A number of finished studies, published literature and periodicals

were read to gather information which was used by the researchers in conceptualizing this study.

Those which have been found relevant are hereby presented.

A. FOREIGN LITERATURE

Based on the article written by Royce (2017), cash isn’t the only type of currency in business.

The collective attitude and satisfaction of your customers are just as important to your bottom

line as your cash flow. Meaning the way you treat your customers and respond to their questions,

needs and concerns has a direct impact on how your company performs. The customer-company

relationship is much more nuanced than the timeworn adage of “the customer is always right.”

Even when the customer isn’t right, their opinions are still important.

According to Gegeckaitė (2011), nowadays customer satisfaction is one of the key goals in both

smaller and larger organizations. First of all, customer satisfaction is a broader concept than

service quality. Secondly, the service must be tested to give a final opinion on it. Third, customer

satisfaction is a much more subjective and emotion-based phenomenon than the quality of

service., Evaluation of customer satisfaction is the best way to attract potential customers and
make them loyal to the organization. It’s a way that helps it easier to understand customer

behaviour and analyze their expectations and desires. Finally, it helps to raise the organization’s

reputation and satisfied customers more responsive to good words to potential clients.

Finally, how ideas generalized Jonikas (2010), he claimed that it’s not enough just to analyze the

satisfaction, but it is necessary to search for causes of dissatisfaction. Therefore, the importance

of customer satisfaction is strongly dependent on the organization as a service monitor, analyze

and take appropriate steps to ensure that customers are satisfied. After all, the satisfied customer

tends to be more loyal, more often share satisfied feelings with other people, potential customers

and so on. In addition, it is believed that satisfied customers pay less attention to competitors, for

example, they do not look at prices, special offers and so on. Simply, it is caused by the reason

that they feel happy and satisfied with their permanent service organization. As already

mentioned, customer satisfaction is one of the most important factors shaping both business

services and other organizations. As a result of customer satisfaction, in any case, should be

assessed, monitored and analyzed. As the stated majority of the authors, the definitive ratings

reveal the most effective, accurate, significant and, of course, objective information.

Institutional food services in Malaysia are now provided in various schools and etc. It

becomes imperative for the universities and other higher education institutions to offer the finest

food and beverage products to the staff and students. ( Li, et al. 2008)

Synthesis

The customers are satisfied with the collective attitude. You should maintain the good customer-

company relationship, because customer is always right. You should also analyze the expectation
and desire of the customers to satisfy them. To satisfy the customers,you should also search what

causes the customers to become dissatisfied to the food services of the business. And lastly, to

perfectly satisfy the customers, offer the finest food and beverages to the consumers.

B. LOCAL LITERATURE

Service providers need to discover what customers expect because satisfaction can be increased

by decreasing expectations (Carman, 1990).

Becker (2000) suggested that within the general population, expectations may not be

homogenous across all students. Because these vary from one student to the next, it is desirable to

analyze expectations at the individual level.

In August of 2013, 17 students from Camarines Sur Polytechnic College (CSPC) were reported

of having experienced vomiting and diarrhea after having eaten pansit from their school canteen.

Although there were no fatalities but it had threatened the lives of the students.6In the same

manner that the reported case of food poisoning of 35 elementary pupils of Antipolo, Rizal in

June of 2014 was likewise associated with the eating of foods purchased from its school canteen.

In running a canteen, there are certain rules to be followed. There must be potable drinking water

and facilities for washing, a clean and ventilated environment, food covers and containers to

maintain its cleanliness and for safekeeping. These rules would help in making students

comfortable and satisfied especially when it comes to food safety standards. (DepEd, 2007)
Synthesis

In the local literatures, you should discover the expectations of the customers. You should also

secure the sanitation and proper hygiene of the business cause it can affect the customer's

satisfaction. Any malfunction within the business can ruin the customer's loyalty and satisfaction.

Hence the school canteen must follow the rules in maintaining the food safety standards of the

school canteens.

A. FOREIGN STUDY

According to Haugaard & Lähteenmäki (2017), The results demonstrate that consumers perceive

meal satisfaction as a holistic experience integrating sensory and quality experiences of the food,

physiological consequences of eating, and social and environmental aspects of the meal.

Consumer meal satisfaction was linked to the achievement of short- and long-term goals on

maintaining or improving physical and mental well-being. The alignment of meal-related goals

and behaviour promotes meal satisfaction.

It is believed that the service quality has a positive effect on customer satisfaction that is to say

improving service quality results in satisfied customers. ( Chang, et al. 2014; Lee, et al. 2016)

Researchers have had much greater success when focusing on individual behavioural constructs

(such as quality and satisfaction and satisfaction and loyalty) and rather less success when

exploring the link between behavioural outcomes and financial performance (Ennew et al., 2011).
Student’s satisfaction on the university cafeterias completely relies upon the quality of food and

beverage served at cafeterias, food beverage variety and choices, price and value fairness. ( Ng,

2005; Xi and Shuai, 2009)

Institutional food services in Malaysia are now provided in various schools and etc. It becomes

imperative for the universities and other higher education institutions to offer the finest food and

beverage products to the staff and students. ( Li, et al. 2008)

Synthesis

Customer foodservice satisfaction can demonstrate in maintaining and improving the physical

and mental well being. You can also satisfy the customers by improving the service quality of

your cafeteria. On the other hand, you will win the loyalty of your customers by the behaviours

contracts and the quality of food and beverage you served at cafeterias and etc. as the finest food

and beverage products to the students.

D. LOCAL STUDIES

Caballero's (2009) study assessed the status of the foodservice of Bulacan State University in

terms of foods and services offered. Findings revealed that respondents significantly disagree

with the food as to the food and services offered because the computed value is greater than the

tabular value of 1.960 at 0.05 level of significants hence the hypothesis is rejected. A proposed

cycle menu good for the three months is provided to ensure that menu offerings are not repeated

to address the varied preferences of the clientele.

Gadais (2004) conducted a study on the comparative level of satisfaction in relation to customer

service between Jollibee and Mc Donald's. The descriptive type of research was the method used
in evaluating the level of satisfaction of the customers. Survey questionnaires were distributed to

100 randomly selected HRM students at a College in Fairview. The result showed the following:

1. on the number of times of visits at the two establishments at least twice a week. 2. on what

made the respondents decide to eat at either of the two establishment, it showed the fifty-three

percent (53%) on Jollibee and forty-nine percent (49%) on Mc Donald's for accessibility, good

service, and affordability, twenty-four percent (24%) and twenty-three percent (23%),

respectively for accessibility alone; fifteen percent (15%) and nineteen percent (19%)

respectively for good service alone; and, eight percent (8%) and nine percent (9%), respectively

for affordability alone. 3. when it comes to level satisfaction of the customers in relation to

customer service, it was found that for both establishments, respondents are satisfied. Sanitation

and ranked number one. However, the cleanliness of tables and comfort rooms were the least

ranked (fairly satisfied). To offer fast and efficient service was ranked number one suggestion by

the respondents.

Gadais' study revealed that factors like sanitation, tables, and comfort rooms, and fast and

efficient service satisfies and are important to College students which part from the five

dimensions of service quality like Tangible, empathy and responsiveness.

According to Arlen Maniquiz (2009), she said that the effectiveness of the cafeteria management

does not only reflect the quality of its food but also it is reflected by the quality of its service.

Quality service is characterized by being courteous, friendly, democratic, and fair. In this

statement, it shows the characteristics that can satisfy the students when it comes to service.
Synthesis

The review of related studies revealed that there were prior studies conducted that dealt with the

same area of concern as of this present undertaking. All the studies cited have their own unique

contribution to shedding light on the student’s level of satisfaction on food services of the school

canteens in some parts of the country in general and in Reina Mercedes National High School to

be particular. All of the cited studies concerned themselves with the food, services and

satisfaction rating of students on the canteens which are the subject of their studies. This present

undertaking offers another perspective of the same issue by determining the level of satisfaction

of students to a particular canteen operating within the school premises, that is, the Reina

Mercedes National High School Canteen, it likewise focused on the determination of problems or

inconveniences encountered by the students as well as, the determination of possible solutions to

address the problems. This is the area that this present study wishes to provide a contribution to

the issue wherein presented. It is what this study strives to synthesize.