CANTEEN SERVICE QUALITY AND GRADE 9 STUDENTS

SATISFACTION AT GFLMNHS

CHAPTER 1

INTRODUCTION

A school canteen is a place where students are provided with regular meal service and

serves the needs of the campus community . A variety of affordably priced, healthful, and

visually beautiful foods and drinks are provided, and classroom training is encouraged. One of

the most necessary educational resources and a crucial part of a student's academic

experience is the school canteen. The school canteen has a significant impact on students'

nutrition and health because it provides the majority of the daily food consumption for pupils.

According to DepEd directive no. 52, 2008, if food is provided to the canteen on a cosignment

basis, there must be a documented contract between the concessionaire and the head of the

school. The head of the school should make sure that the food supplier has a sanitary

permission and a business permit. A health certificate for food workers should be required by

the school principal or canteen teacher. The municipal health office and the canteen teachers

must work together to plan the regular inspection of food preparation and packing. Foods must

to be healthy, secure, and reasonably priced. Before serving or selling the consigned foods in

the canteen, an inspection must be done. Department of Education is firmly devoted to

promoting students' health and well-being through its curriculum in schools and a variety of

programs that provide opportunities for physicaly fit individuals in eating heathy food. Schools

are encouraged to adopt comprehensive health and wellness initiatives, including instruction in

nutrition and food. The establishment and the school canteen operations are important in
developing love and interest in purchasing healthy foods among students, making it possible to

pupils, teachers, and staff of the institution for to enjoy inexpensive, healthy meals during the

school day. The school canteen should should also offer the range of meals and snacks that the

student enjoys that enhances their abilities and knowledge (DepEd Order No. 8 of 2007).

In academic institution, canteens are the main source of meals of students and workers

inside the school. Hence, it is expected that it will provide foods and services that has a

significant contribution to the student’s health and satisfaction. According to Pajantoy et. al.

(2021), most school canteens face common problems in providing services and food in the

students in a particular school. For instance, many students complain about the prices of the

food, making it difficult to afford due to their insufficient allowances. Additionally, the kinds of the

food that is being serve is inappropriate to eat by the students. The canteens are also too small

for all of the students resulting a crowded canteen and inadequate ventilation. Irader (2022)

revealed in her study that students preferred on buying ready-made food for their mealtimes two

to three times per week from street food stalls and establishments because of a lack of time in

preparing food. Thus, buying food outside the school canteen should be prohibited to avoid

foodborne diseases usually caused by unsafe handling and preparation of food. Having these

issues can affect the student’s satisfactions and canteen service quality. Hence, the researcher

is challenged to conduct this study in order to assess the canteen service quality provided to

students at GFLMNHS where the findings would serve as feedback mechanism of providing

good and satisfying canteen services. Besides, there is no existing study conducted pertaining

to canteen service quality in GFLMNHS.

The primary focus of this study is to assess the level of satisfaction Grade 9 students at

Governor Feliciano Memorial National High School in the canteen services. The researcher
believes that the assessment of canteen service are extremely important to promote the health

and well-being of every student.

STATEMENT OF THE PROBLEM

The primary focus of this study is to assess the level of satisfaction of Grade 9 students at

Governor Feliciano Leviste Memorial National High School in the canteen services. This

research aimed to determine the significant impact of the service quality of canteen to the

students satisfaction. This study targeted the following questions :

1. Describe the quality of canteen service in terms of:

a) Material quality

b) Affordability

c) Accessibility

d) Service quality

2. Determine the level of students satisfaction of grade 9 students in terms of:

a) Material quality

b) Affordability

c) Accessibility

d) Service quality

3. What is the significant relationship between the quality of canteen service and the level

of students satisfaction?

4. What are the strategies that may purpose to improve the canteen service in GFLMNHS?
HYPOTHESIS

H01 There is no significant impact of canteen service quality on students’ satisfaction

H02 The domain of canteen service quality (material quality, affordability, accessibility) does not

significantly influence the student’s satisfaction at the GFLMNHS canteen

GROUP 6

SCOPES, DELIMITATIONS AND LIMITATIONS OF THE STUDY

This study deals with the level of satisfaction of Grade 9 students in the canteen services. It

focuses on the assessment of students' satisfaction with Grade 9 students in GFLMNHS in the

canteen services, the factors affecting student satisfaction, and the possible strategy to improve

the canteen.

This study is delimited by the grade level of students in GFLMNHS. The participants of this

study are only Grade 9 students. This study only focuses on the assessment of student

satisfaction at gflmnhs, limiting the generalization of finding in other schools. This study also

examines student satisfaction, excluding the teacher's and staff's experiences with canteen

service.
This study is limited to the quality of being generalizable of the findings for other contexts or

schools, as the level of satisfaction and canteen services at gflmnhs may not be representative

of other communities or schools. This study may be limited by the

 likelihood of social desirability bias, which can occur when individuals replies they believe that

are more acceptable than those that reflect their real experience and opinion.

SIGNIFICANCE OF SIGNIFICANCE OF THE STUDY

This study was conducted to determine the significant relationship between the levels of service

quality and student satisfaction in the school canteen of GFLMNHS. The study results

may be beneficial to the following:

School Administrators The results could provide data that can be used to develop policies and

enhance the cafeteria services offered to GFLMNHS students. This may enable principals of

schools to assist in the provision of Including canteen facilities in the strategy for school

improvement.

Canteen Managers The managers of the canteen may be able to use this information to

prioritize areas for improvement in order to better fulfill the needs of the students who use the

canteen.

Teachers. This may inspire teachers to provide feedback to administration and school canteen

managers in order to improve services such as cheap prices, nutritional foods, facilities,

cleanliness, and sanitation.

operations and the fundamental services that they can expect from the school, as well as how to

make the school canteen services even better for them.

Future Researchers. This could serve as a basis for those interested in conducting additional

research on canteen service quality and student satisfaction.

DEFINITION OF TERMS

Canteen service quality

As defined by Lewis and Blooms (1983) that service quality is a measure of how well the service

level delivered matches customers‘ expectations

In the study, it is the quality of canteen service for students.

Student satisfaction

Student satisfaction in many ways may be linked to academic performance in that it offers

students a positive attitude about the institution and makes them more inclined to seek support,

as opposed to feeling further frustrated by the university and what it has to offer. International

Encyclopedia of Education (Third Edition), 2010.

According to Xu, Goedegebuure, and Van der Heijden, the rising demand for restaurants has

made restaurant managers think that their establishment's ambiance and surroundings must be
appealing enough to draw patrons back for additional visits. Price is a value or compensation

given to the organization in exchange for meeting its needs. Price and what consumers believe

they desire should be compatible. Pricing a product or service is difficult because the

fundamental qualities of the competing items are considered when determining price. This is

important for consumer satisfaction because price is the most important aspect in determining

how much a client will pay for a thing or service. Price also influences whether a customer will

make a purchase or not.

Customers' perspectives are built on expectations, followed by post-purchase experiences, as

mentioned by Jashireh, Slambolchi, and Mobarakabadi [23]. In other words, it is an assessment

of the degree to which a product or service fulfills or exceeds the expectations of the client. The

phrase "satisfaction" refers to the emotion one experiences after having his or her wishes,

expectations, or needs met as well as the pleasant emotion that follows. Since satisfaction is a

sensation, it exists only in the user's head and is distinct from other behaviors that can be

observed, such grumbling, product selection, and repeat purchases.

In the study, it is the assistance that is received by the students in the canteen

Material Quality

Affordability is the ability of purchasing and maintaining something on a long-term basis while

remaining convenient for the beneficiary's resources and needs (Bogdon and Can, 1997; Wu,

Ross and Rhodes, 2014; Cambridge Dictionary, 2021; Oxford English Dictionary, 2021).

In the study, it is how affordable the product that is being purchased by the students in canteen
Affordability

Accessibility is the concept of whether a product or service can be used by everyone

(Interaction Design Foundation 2020).

In the study, it is the capability of the students in canteen service.

Accessibility

“Price is the amount of money charged for a product or service or the sum of the values that the

consumers exchange for the benefits of having or using the product or service.” -Philip Kotler

In the study, it is how expensive the product that is being purchased by the students in canteen

Service Quality

The convenience of a service is a judgment made by consumers according to their sense of

According to Indeed Editorial Team(2022) service quality is about how does the organization do

their services compared to the customer’s expectations. Everyone have their standards and

expectations that the organization should fulfill. High service quality would more likely satisfy the

customers’ standards and expectations and can convince someone that is hesitant to buy from

them. Service quality has 5 dimensions: reliability, tangibility, empathy, responsiveness, and

assurance. According to Zygiaris et al(2022) service quality and customer satisfaction are

important aspects of business since a company’s/organization’s growth is largely dependent on

how well it maintains its customers through service and how well they keep their customers
satisfied. High service quality of the canteen could keep the customers from buying from other

stores. Meeting the customer’s expectations is one of the most challenging challenge in service

sector. So improving the service quality is really essential for the service

organizations(Ghobadian et al., 1994)

GFLMNHS

GFLMNHS , or Governor Feliciano Leviste Memorial National High School is the location of the

actual methodology. It is the where the study will be upheld and conducted to students

satisfaction in canteen service quality

CHAPTER 2

LITERATURE REVIEW

This section purposefully included a range of opinions, study findings, and ideas from research

writers about the canteen service's effectiveness and students' satisfaction. The texts were

carefully chosen for their importance in achieving the goal of this study. Additionally, the

exchanged viewpoints enhanced the discussion of this study and provided the researcher with a

broader knowledge and perspective on the current study

Canteen Service Quality

The concept of quality is difficult to define because quality means different things to different

people. The way one customer will experience a product or service is not the same way another

will experience it. According to Evans, J. R. (2011) Quality can be categorized in terms of

various perspectives like judgment, product, user, value or manufacturing perspective . With the
judgment perspective, the quality of a product cannot be defined but one can recognize it one

he sees it. The user perspective is about how the needs of a customer are met. A change in

condition may occur and production of the service may or may not be closely associated with a

physical product. In simple terms services are deeds, processes, and performances (Zeithaml,

V. & Bitner, M.J. 2003). Based on the study of Jun, Yang, and Kim (2004],they identified the key

underlying dimensions of online retailing service quality as perceived by online customers. The

findings showed that the access dimension had a significant effect on overall service quality, but

not on satisfaction. It was concluded that a significantly positive relationship between overall

service quality and satisfaction. In this study, the researcher list down three requirements to

measure canteen service quality.

Material Quality - When it comes to food, Quality of products are important. Because it is one of

the essentials in our life and it is very important to provide safe and healthy food. According to

Klaus G. Grunert (2005) food quality is a central issue in today’s food economics , and the last

few decades testify that consumers’ concerns for healthier lifestyles and environment care are

driving forces for reshaping food buying intentions and their perspectives on food quality. As

stated by Velasquez, 2014, Most people only think about the food they eat on a daily basis,

oblivious to any actions or routines that can have an impact on their health. It is a well-known

fact that when someone is given with food, his or her attention is drawn to the item's visual

appeal and gastronomic qualities rather than its nutritional value. Due to this reality, people

must be reoriented on the causal link between food and health. Food is essential by man not

only for energy to work and play but also for sustaining body function such as breathing,

heartbeat, digestion of food, blood circulation, absorption of food, excretion of body waist, and

other. Food is needed by man not only for energy work and play but also for maintaining body

function such as breathing, heartbeat, digestion of food, blood circulation, absorption of food,

excretion of body waist, and other processes. One's drive for food and the way he feels satisfied
are important. No one food can satisfy a person's nutritional demands in its entirety. Therefore,

it is crucial that each meal indicated in the daily guide to excellent nutrition is included in the

proper proportions in the daily diet. According to (en wikipedia.org/healthy_kids_school), since

many kids rely on the school canteen for their snacks and lunches and because childhood

obesity rates are on the rise and physical activity levels are falling, it's critical that the canteen

offers a variety of healthful foods. The provision of healthful meals for pupils in school cafeterias

is now mandated by many education departments. According to Bernardino and Lee, 2005, the

key elements that the body need for appropriate growth and development are found in food. In

order to maintain excellent health, students must be aware of the origins, purposes, and

nutritional content of the food they purchase. Students must therefore learn how to organize,

choose, cook, and serve basic but nourishing meals. Cruz, 2003, says that the cafeteria at the

school serves four functions in the instructional program. It first aids in the fight against

malnutrition. It is also a hub for health education. Thirdly, it aids in the social and vocational

development of students. Finally, it offers a chance to tie in a teaching experience that is based

on food. In general, teenagers have more needs than children or adults have. Their nutritional

needs are used for growth, development, and increased activity. Being young adults, they are

free to pick what they want to consume, but they should make informed decisions.

Accessibility - Jones S.R. (1981) defined accessibility as a term often used in transport and

land-use studies and the main alm of this report Is to survey the range of measures of

accessibility that have been proposed. Accessibility Is seen as being concerned with the

opportunity avallable to an individual or type of person at a given location to take part In a

particular activity or set of activities.

Affordability - Affordability is one of the important thing to consider in this study, because if the

products is affordable, it will help the students to save their money and it will attract more
customers to buy. According to Walden et al (2015) affordability deals with issues related to the

improvement of products in order to make them affordable for the customers from a lifecycle

perspective. Affordability is the balance of systems performance, cost and schedule constraints

over the system life while satisfying mission needs in concert with strategic investment and

organizational needs.

Student Satisfaction

Student satisfaction is defined by Elliott, K. M., & Healy, M. A. (2001). As a short-term mindset

brought on by a review of a student's educational journey. The student is just another person,

therefore there is not much of a distinction between the two terms. The majority of the material

on service marketing will be applicable because of the type of customer who uses the education

service. Student satisfaction was described as the favorability of a student's subjective

assessment of the many outcomes and experiences connected to education. While, most

studies on student happiness center on the viewpoint of the client, hence researchers are

having trouble coming up with a common definition for student satisfaction that can provide a to

explain the meaning of student satisfaction, a customer satisfaction theory needs to be chosen

and adjusted (Hom, W. C. 2002). Retailers must provide excellent customer service in order to

surpass customers' expectations. The fundamental difference between customer satisfaction

and service quality, according to empirical study, is that one relates to managerial delivery of the

service, while the other reflects client experiences with the service. The cost of the service can

be used to determine the level of service received (Soriano, D. R. (2003). Although college is

dangerous to think of students as customers, there is a new moral right that students have

become "customers" and can, as fee payers, fairly demand that their opinions be heard and

taken into consideration (Van Ossel, G., Stremersch, S., & Gemmel, P. 2003). In this study, the

researcher list down three characteristics of an service quality that can affect the students

satisfaction.
Convenience - According to Yale and Venkatesh (1986) an early application of the notion of

convenience can be found in the term ‘convenience goods’, where convenience relates to

savings in time and effort by consumers in the purchase of a product . People nowadays

demand a high-quality product or service and look for convenience.

Price - Pricing plays a significant role in the sale of goods, especially food at the GFLMNHS

canteen. Each day, students must spend a set amount of money on food. Pricing is the most

crucial factor that students will think about before purchasing any food or drinks, according to

Klessen et al. (2005).. According to a study by Md. Zeni et al. (2021), financial management will

also assist students in properly monitoring their cash flow. This aspect of financial management

needs to be given serious consideration given the current trend of life challenges, particularly in

terms of financial aspects.

Service - Vanpariya and Ganguly ( 2010) examined that service quality is having a positive

and significant correlation with customer satisfaction, positive word of mouth and loyalty

intention. According to Elangovan and Sabitha (2011), in their empirical study found that there is

no significant difference in the level of satisfaction of the respondents belonging to different age,

education and occupation except income. Dharmalingam et al ( 2011) stated that all the

service quality attributes are positively correlated with customer satisfaction.

Factors Affecting Students Satisfaction

For developing satisfaction among customers, the service need to be extra careful for the

customer services they provide. Satisfaction of customer is determined by his evaluation

and courteous behavior of the service workers at service firms leaves a positive

impression on the customer which lead towards customer satisfaction (Soderlund and

Rosengren, 2008). On the other hand, if a service provider lacks in providing services (call

drops) to its customers it experiences customer churn. Kim, Park and Jeong (2004)

argued that service provider should provide customer oriented services in order to

heighten up customer satisfaction. It was also found that the customers get satisfied to a brand

more if they get all the needed services accumulated in that very brand (Ahn, Han and Lee,

2006).

Strategies

In this study, strategies is important because it is one of the purposes why the researchers

conducted the study. Most of studies are conducting study to find strategies and

recommendation that could help the problem that they are researching. Gerry Johnson and

Kevan Schole (2005) emphasized that strategy is used to determines the direction and scope

of an organization over the long term, and they say that it should determine how resources

should be configured to meet the needs of markets and stakeholders.However, According to

Mintzberg (2005), strategy is a mediating force between the organization and its environment;

consistent patterns in streams of organizational decisions to deal with the environment. Michael

Porter (2012) defines strategy as competitive position, “deliberately choosing a different set of

activities to deliver a unique mix of value.” In other words, you need to understand your

competitors and the market you've chosen to determine how your business should react.
RELATED STUDIES

Galabo (2019) to determine that both student satisfaction and canteen service quality as

evaluated by students are only somewhat satisfied in the sudy of relationship of canteen

service quality in relation to student satisfaction of Grade 11 students of Mintal Comprehensive

High School (MCHS). Additionally, the quality of the canteen service is linked to students'

satisfaction, with tangibility, reliability, responsiveness, and empathy showing a substantial

positive association. In addition, tangibility, responsiveness, and empathy were the domains of

canteen service quality that contribute significantly to student satisfaction .Therefore, based on

the three predictors of student happiness, school canteen managers are encouraged to

enhance the service quality provided to students.

Jun, Yang, and Kim (2004], identified the key underlying dimensions of online retailing service

quality as perceived by online customers. The findings showed that the access dimension had a

significant effect on overall service quality, but not on satisfaction. It was concluded that a

significantly positive relationship between overall service quality and satisfaction

Based on the study of Klaus G. Grunert (2005) on consumer quality perception is reviewed

using the Total Food Quality Model as a structuring device. The relationship between food

safety and quality is addressed, and is discussed in the context of research on consumer risk

perception. Quality and safety perception is linked to food choice and consumer demand,

addressing questions of price perception and the validity of willingness-to-pay measurements. It

is concluded that food quality and safety are central issues in today's food economics, though

many research questions remain to be addressed.

to identifies the importance that consumers attach to quality, health, and environment selected

cues of purchased food products. More precisely, to elicit preferences for social, environmental,

and qualitative food cues, a survey instrument was developed and applied on 797 Belgian and

Romanian consumers. The result suggest that investigated consumers most frequently use

freshness, taste, and appearance to evaluate food quality. The use frequency of food quality

cues related to health is primarily influenced by the attention paid to food quality. The most

relevant cues of food healthiness are ingredients, nutrition facts, and additives and for food

environmental impact are packaging, food origin, and production type. It is concluded that food

quality receives high attention both from Belgian and Romanian consumers and health and

environment related cues can be used as a means of improving consumer health and

environmental protection.

THEORETICAL FRAMEWORK

The American theoretical framework developed by Parasuraman, Zeithaml, and Berry (1988)

served as a basis for this study. SERVQUAL, the scale utilized to measure service quality, as

mentioned by Wijeratne, Chanaka, and Achchuthan (2014). There are three concerns that are

being focused in the concept of Service Quality, what is service quality; what affects service

quality and how can service organizations make efforts to raise quality. The SERVQUAL model,

on the other hand, according to Lai (2004) offers a theoretical expectations provide a foundation

for examining how service quality and customer satisfaction are related, and expectations have

a big impact on customer satisfaction. Customers report higher levels of satisfaction when

expectations are met or surpassed, according to Jones, Taylor, Becherer, and Halstead (2003).

Moreover, Parasuraman et al, (1988) developed a service quality model to demonstrate that
consumers' perceptions of quality are influenced by separate gaps occurring in organizations.

However, they listed ten determinants of service quality that can be generalized to any type of

service. The ten dimensions include tangibility, reliability, responsiveness, competence, access,

courtesy, communication, credibility, security and understanding. This theory is relevant to the

our study because it is about the method to capture and measure the service quality

experienced by customers. It includes the external analysis of customer needs in relation to the

quality of the service they experienced.it is related to our research because it shows on how to

measure the level of service quality that can be helpful to researcher to conduct this study.

CONCEPTUAL FRAMEWORK

FIGURE 1 CONCEPTUAL FRAMEWORK

Figure 1 shows the conceptual framework of the study

For input, it consists of the level of canteen service quality, level of student's satisfaction

and factors affecting student's satisfaction.

and interpretation of the student's responses.

For output this includes the strategies and recommendations based on interpreted results

of the study. From this, the researchers will conceptual recommendations that will help improve

the canteen service quality of GFLMNHS that will help attract students and meeting the

satisfaction of grade 9 students

CHAPTER 3

RESEARCH METHOD AND PROCEDURES

The research design, subject of the study data gathering instrument, data gathering

procedure and statistical treatment are all covered in this chapter.

RESEARCH DESIGN

The study will use descriptive research design since it will discuss the canteen service quality

and students satisfaction. Calderon (2006), defined descriptive research as a purposive process

of gathering, analyzing, classifying, and tabulating data about prevailing conditions, practices,

processes, trends, and cause-effect relationships and then making adequate and accurate

interpretation about such data with or without or sometimes minimal aid of statistical methods.
Also, this method ascertains prevailing conditions of facts in a group under study that gives

either qualitative or quantitative, or both, descriptions of the general characteristics of the group

as results.

This study is descriptive in nature since it will assess the level of canteen service quality and

students satisfaction. Considering these features, the descriptive research design will be the

most appropriate research design to be used.

SUBJECT OF THE STUDY

The respondents of the study will be (number) Grade 9 students that are officially enrolled in the

school year 2022 - 2023 in Governor Feliciano Leviste Memorial National High School. From the

total population of (number), … students will be considered as the respondents of the study

using raosoft formula with 5% margin error, 95% confidence level, …. Population size and 50%

response distribution.

DATA GATHERING INSTRUMENT

The main instrument that is going to use in this study was a researcher-made questionnaire.

The informal interview substantiated the data gathered.

Questionnaire
The survey questionnaire is the primary tool to utilize in this study to collect the data necessary

to achieve the study's research objectives. Questionnaire items will be developed based on

readings from publications that are connected to canteen service quality and student

satisfaction.

Scoring of responses. The responses of the respondents to the questionnaire will be tallied,

scored and tabulated for the statistical treatment. The scale with score range and verbal

interpretation that will be used are shown below.

Option Scale/Range Verbal Interpretation

1 3.50-4.00 Strongly Satisfied

2 2.50-3.49 Satisfied

3 1.50-2.49 Not Satisfied

4 1 00-1.49 Strongly Not Satisfied

Interview

An semi-structured interview with GFLMNHS Grade 9 students will be conducted to collect

further information, provide feedback, and verify the respondents' answers.

DATA GATHERING PROCEDURES

First, the researcher will provide a letter that will be approved by the research teacher. The

survey questionnaire about canteen service quality and student satisfaction will then be

conducted after securing a letter of approval from the school principal. After receiving

permission, the researchers will formalize the survey by writing a letter addressed to the section

advisers and subject teachers.

researchers, and they were asked to complete it truthfully in order to collect accurate and valid

data. The researcher will explain and discuss the survey's objectives to the respondents before

distributing the instrument.

Lastly will be the collecting and tabulating of data. The initial step was to confirm that the

information gathered was correct. The statistical analysis will be used to score, record, and

categorize the information obtained from the questionnaire. Before the data is treated

statistically, it will be compiled and tabulated. With the help of the statistician, the findings will be

examined and interpreted in accordance with the study's objectives.

STATISTICAL TREATMENT

Frequency and percentage. This will be used to determine the distribution of the respondents

according to their profile

Mean. This will be used to determine the level of canteen service quality and student

satisfaction of Grade 9 students of Governor Feliciano Leviste Memorial National High School

Correlation analysis - This will be used to understand how canteen service quality relates to

grade 9 Students satisfaction at GFLMNHS.

Factor analysis - This will be used to determine which factors influence the students

satisfaction of Grade 9 Students at GFLMNHS on canteen service quality.

Jillianne Aliling

Angel Martinez

Rihanna Kashayne Bugaay.

Ezekiel Laredo