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Cookery Students Level of Satisfaction on the Food Services Provided

by the School Canteen


CHAPTER I

INTRODUCTION

Background of the Study

Customer satisfaction plays an important role within a business. Not only it is the leading indicator to
measure customer loyalty and identify unhappy customers, it is also a key point of differentiation that helps
to attract new customers in competitive business environments. Therefore, satisfaction is a person’s feeling
of disappointments resulting from comparing a products perceiving performance relation to his/her
expectations. If the performance falls short of expectation, the customer will not feel satisfy. If the
performance matches the expectation customer will be satisfy.

Schools shall encourage to implement comprehensive health and well-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 virtue of Dep. Ed. Order No 14. S, 2005, the Instruction to
Ensure Consumption of Nutritious and Safe Foods in Schools that all schools must have school canteens.
This is reiterated by Dep. Ed Order No. 8 s of 2007 implementing guidelines on the school canteen.
Canteens shall serve as venue for the development of eating habits. All canteens have the responsibility to
provide safe food. Safe food means that it is well prepare, well cook, and well serve in a way that it will
retain nutrients and minimize bacterial contamination and growth.

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. The maintenance of high standards of sanitation in the food service operation
cannot be compromised by the management. Sanitation should be treat as a way of life in food service
because laxity 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 food service
business.

This code is further emphasized on Article 8 of the Local Government Code 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. School canteen is an indispensable unit which is primarily construct for the benefit of the
learners in all levels of schooling. Hence, school canteen plays an important role in promoting good nutrition
because it can give students a taste for healthy food, support nutrition messages 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 in school.

Among the factors to be consider is the quality of service offering to the student’s and other
customers. Therefore, it is imperative that service quality shall give an utmost importance since will result
in recognizing the amount of approval from the student’s and the furtherance of their support.
Statement of the Problem

This study is set out to address the following questions:

1.What are the satisfaction level of the Cookery Students in the school canteen as to the
following:

a. Nutritional Value

b. Taste of Food

c. Price

d. Cleanliness of the Canteen

2. How will you described the canteen staff?

3. What is the best way in order to improve school canteen services?

Significance of the Study

This study is important to determine the satisfaction on the food services provided by the
school canteen. It may be relevant to the following individuals.

To the Administrator. This study will give an overview to the school administrator/school
officials for the satisfaction of the students as well as the teachers to the food services that
provide by the school canteen.

To the Students. This study will help them express their insight regarding to the food service
that provides by the school canteen.

To the Canteen Management. This study will provide the management with the information
about the present status of the school canteen and to let them know that there are factors that
affects the totality of the service that they are rendering. Likewise, it 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 serve are and is please.

To the Future researcher. This study will benefits and help the future researcher make this as
their guide. The ideas that are present will be use as reference data in conducting new research
or in testing the validity of other related findings. This study also serves as their cross-reference
that will give them a background or an overview.

Scope and Delimitation of the Study

This research attempts to determine the student’s satisfaction in the terms of the canteen
service provides: such as Nutritional Value, Taste of Food, Price and Cleanliness of the Canteen.
Also attempts to describe the traits of canteen staff.

The researcher limits this research to the selected Cookery Students in Mapandan National
High School-Senior High School.
Definition of Terms

For better understanding of this study, several relevant terms are define as follows:

Canteen- is a place where food is provided in a military camp, college or other organization, or a
small container for holding drinking liquids.

Cleanliness-the state of being free from dirt or unwanted matter.

Food-any substance taken into and assimilated by a plant or animal to keep it alive and enable it
to grow and repair tissue; nourishment; nutriment.

Nutrition-is nourishment or energy that is obtained from food consumed or the process of
consuming the proper amount of nourishment and energy.

Price-means the cost or the amount at which something is valued.

Staff- is defined as to add employees to an organization, group, etc.


CHAPTER II

Review of Related Literature and Studies

This chapter reviews related literature and studies which serves as frame of reference for this
study. Related literature and studies, foreign and local, are presented such that some of the
present study’s variables have been tackled.

Related Literature

Most people are concerned with food taken daily without regard for practices or habits
which may influence good health. It is a common observation that when food is presented to a
person his/her attention is focused on the aesthetics value and how the food appeals to the
palate, rather than on the nutritional content. This reality calls for the need to re-orient people on
the cause-and-effect relationship between eating and health. One’s drive for food and the way he
is satisfied is important, food is needed by man not on for energy work and play but also for
maintaining body function such as breathing, beating of the heart, digestion of food, circulation
of the blood, absorption of food, excretion of body waist and other processes. No single type of
food is capable of providing all the nutritional needs of a person. It is therefore important that
daily diet contains the correct amount of all food listed in daily guide to good nutrition.
(Velasquez, 2004)

Many children rely on their school canteen for their snacks and lunches with child obesity
levels rising and physical activity level declining it is important that the canteen provide a range
of healthy food. Many Education Departments now require school canteen to provide healthy
food for students. (en.wikipedia.org/healthy_kids_school)

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

School canteen plays four-fold role in the educational program school. First, it helps combat
malnutrition. Second, it is a center for teaching health. Third, it helps in the vocational and social
and training of students. And lastly, it presents an opportunity of correlating teaching experience
which is centered of foods. The needs of teenagers in general are greater than those of children
and adults. Their food requirements are used for growth and development and enhanced activity.
As young adults, they have the freedom to choose what they like to eat but they should guide on
their choices. (Cruz, 2003)
Related Studies

Foreign

Narayana Murthy (2000) has studied socio-economic profile of the work force and employee
welfare activities in Indian Industrial Organizations. It is found that majority of the employees in
co-operate sector units are satisfied with the existing welfare, canteen and health facilities.

All these studies help the management, unions and governments to improve the existing
state of affairs mainly by emphasizing on functional areas of Human Resources Management and
existing welfare amenities in a single unit or two units or more with a comparative study in the
same sector like private or public or co-operative. There have been very few comprehensive
studies in the field of work environment and less concentration on the provision of welfare
facilities and amenities provided by the Government and the management of the undertakings as
well. However, surprisingly very few attempts have been made by the researchers to study the
extent of canteen facility to the employees of any unit. The study shows the gap and also
furnishes the reasons between the practice and precept.

Local

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


customer service between Jollibee and McDonalds. The descriptive type of research was the
method use in evaluating the level of satisfaction of the customers. Survey questionnaires were
distributed to 100 randomly selected HRM student’s at a College in Fairview. 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 53% on Jollibee and 49% on McDonald’s for accessibility, good service, and affordability,
24% and 23% respectively for accessibility alone; 15% and 19% respectively for good service
alone; and 8% and 90% 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 is ranked as number one. However,
cleanliness of table and comfort rooms were least ranked (fairly satisfied). To offer fast and
efficient service was ranked number one suggestion by the respondents.

The similarity of the reviewed study and the present lies in having the same objective that is
to know the level of satisfaction of the customer. In addition, difference from the previous study
is that this study is limited in Mapandan National High School-Senior High School while the
reviewed study focused on Jollibee and McDonalds.
CHAPTER III

METHODOLOGY

DESIGN

This study used descriptive design where qualitative data treatment research paradigm
employed. It focused on the student’s level of satisfaction on the food served in school canteen.

The researcher gathered information through the use of survey questionnaire as an


instrument in collecting data. The collected data were evaluated and analyzed for its validity and
suitability to the research.

ENVIRONMENT AND PARTICIPANTS

The study was conducted at Mapandan National High School - Senior High School
Department, situated in Poblacion, Mapandan, Pangasinan with one-hundred fifty (150) meters
from the town proper. This school department has Mr. Angelo S. Guba as Assistant Principal II,
forty (40) faculty members and more than nine-hundred (900) students.

The researchers come up with twenty (20) students as the respective respondents.

INSTRUMENT

The researchers used survey questionnaires to gather the required data. The questionnaire
talks about the students satisfaction on the food services provided by the school canteen.

PROCEDURE

Before the conduct of the study, especially the conduct of the survey, the researchers made
sure that they get the official permission from the office of the Principal for the approval of the
conduct of the activity and from the department coordinator. During their vacant time, the
students questionnaire was distributed one by one to selected Cookery students.

STATISTICAL TREATMENT

After the questionnaires were retrieved, the data gathered were tallied, tabulated and
interpreted using the formula of the mean and were percentage.

wv= (r)(f) Percentage Table 1-5 Table 6

r= rate of satisfaction %= wv (0.10)(100) %= f (100)


f= frequency of vote n n

%= percentage %= percentage
wv= weighted value f= frequency
n= number of respondents n= number of respondents
CHAPTER IV

Table 1

N=20

Nutritional 5 4 3 2 1 Total Percentage Rank


Value

1. The 2 13 2 1 2 20 36% 1
menu
choices (10) (52) (6) (2) (2) (72)
always
contain
nutritional
level

2. The 2 8 4 6 20 33% 2
food being
served is (10) (32) (12) (12) (66)
good for
my health

3. The 1 7 7 3 2 20 31% 3
food
standards (5) (28) (28) (6) (2) (62)
are based
on DepEd
orders

The table shows that in question #1 which is the menu choices always contain nutritional
level got the highest percentage of satisfaction level of 36% for the nutritional value of food.
Table 2

N=20

Taste of 5 4 3 2 1 Total Percentage Rank


Food

1. The 2 4 6 8 20 30%
quality of the
ingredients (10) (16) (18) (16) (60)
used

2. The 2 5 6 5 2 20 30%
quality of the
food is fresh (10) (20) (18) (10) (2) (60)

3. The 4 13 2 1 20 40% 1
flavor of the
food (20) (52) (6) (2) (80)

The table shows that in question #3 which is the flavor of the food got the highest
percentage of satisfaction level of 40% for the taste of food.
Table 3

N=20

Price 5 4 3 2 1 Total Percentage Rank

1. The food 2 10 6 2 20 36% 1


prices are
affordable (10) (40) (18) (4) (72)

2. Eating in 3 9 3 3 2 20 34% 2
the canteen
fits my (15) (36) (9) (6) (2) (68)
weekly
budget

3. Food 2 4 6 8 20 30% 3
prices are
reasonable (10) (16) (18) (16) (60)
for the
servings

The table shows that in question #1 which is the food prices are affordable got the highest
percentage of satisfaction level of 36% for the price.
Table 4

N=20

Cleanliness 5 4 3 2 1 Total Percentage Rank

1. Trashes are 2 8 4 6 20 33% 2


properly
segregated (10) (32) (12) (12) (66)

2. Decorations 2 5 6 5 2 20 30% 3
are bright and
cheerful (10) (20) (18) (10) (2) (60)

3. Canteen 5 7 6 1 1 20 37% 1
serving line are
clean (25) (28) (18) (2) (1) (74)

The table shows that in question #3 which is the canteen serving line are clean got the highest
percentage of satisfaction level of 37% for the cleanliness.
Table 5

N=20

Canteen Staff 5 4 3 2 1 Total Percentage Rank

1. Canteen 6 3 9 1 1 20 36% 1
staff are clean
and neat (30) (12) (27) (2) (1) (72)

2. The 7 3 7 3 20 32%
attitude of the
canteen staff (35) (12) (14) (3) (64)

3. The 6 4 4 6 20 32%
behavior of
the canteen (30) (16) (12) (6) (64)
staff

The table shows that in question #1 which is the canteen staff are clean and neat got the highest
satisfaction level of 36% for the canteen staff.
Table 6

N=20

Best Way to Improve School Canteen Service Frequency Percentage Rank

Keep your food service and food display area and the 11 55% 1
equipment clean.

Create a welcoming environment. 3 15%

Group similar menu items in section. (e.g. mains, 3 15%


snacks, hot foods, drinks)

A suggestion box by the counter is a great way for 3 15%


students to give feedback.

From the ranking given by the respondents, it revealed that it could be considered that the best
way to improve the school canteen service in Mapandan National High School-Senior High School
is the keep the food service and food display area and the equipment clean which gathered 55%
on the result.
ABSTRACT

STRAND:

COOKERY

SCHOOL:

MAPANDAN NATIONAL HIGH SCHOOL-SENIOR HIGH SCHOOL

The study aimed to understand the level of satisfaction of the Senior High School
students on the food service provided by the school canteen of Mapandan National High
School-Senior High School. 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, students’
preferences to different food attributes and the nutritive value of food being served as
analyzed by nutritionists. In this study, a survey questionnaire using random sampling
specifically the fishbowl technique, simple frequency count was expressed in percentage.

The establishment and operation of a school canteen is important in order to cater


to the clientele 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.

The findings of this study will serve as a reference to improve canteen


management.
APPROVAL SHEET

The research entitled "Cookery Students Satisfaction on the Food Service Provided
by the School Canteen" was prepared and submitted by Ma. Zyra Mae G. Guba, Hannah
Mae I. Narcisa, Cristhine B. Calsona, Jason B. Burguillos, Evelyn Q. Racaza, Jolina R.
Cabreros, Joyce C. Permison in partial fulfillment of the course Practical Research I, has
been examined and recommended for acceptance and approval for oral defense.

Approved by the examining panel during the oral examination conducted


on__________ with a rating of_____.

ERMALYN P. RIVERA
Research Adviser

Accepted and approved in partial fulfillment of the course Practical Research I.

__________

Date of Oral Defense


DEDICATION

First of all, we dedicate this research to our beloved parents and to our friends who
are always there to support and guide us doing a research study.

Second, to our practical research adviser, Ms. Ermalyn P. Rivera for her patience in
reading our manuscript and valuable suggestions, guidance and concern that
contributed much in making the research successful.

Lastly to each researcher for sharing their ideas and suggestion to finish this
research successfully.

Researchers:

Ma. Zyra Mae G. Guba

Hannah Mae I. Narcisa

Cristhine B. Calsona

Jason B. Burguillos

Evelyn Q. Racaza

Jolina R. Cabreros

Joyce C. Permison
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.

Ms. Ermalyn P. Rivera, Practical Research Adviser, for the suggestion,


guidance, untiring support and advice she has given to the researchers that helped them
start this study.

Mr. Angelo Guba, Assistant Principal II, for extending his assistance and words
of encouragement.

Mr. Danny S. Aguino, Principal IV, for his approval and encouragement to
continue 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 gives them strength, good health, energy and
determination to make this piece of work a reality.

The Researchers
VITABLE OF CONTENTSAPPROVAL SHEET

...............................................................................................

ITITLE PAGE

...........................................................................................................

IIABSTRACT

............................................................................................................

IIIACKNOWLEDGEMENT

.....................................................................................

IVDEDICATION

.........................................................................................................

VTABLE OF CONTENTS

.......................................................................................

VILIST OF FIGURES

................................................................................................
IXCHAPTER1.

THE PROBLEM AND IT’S BACKGROUND

Introduction

.................................................................................................

Statement of the Problem

...........................................................................

5Significance of the Study

.............................................................................

5Scope and Delimitation

................................................................................

7Definition of Terms

......................................................................................

82.

REVIEW OF RELATED LITERATURE AND STUDIESRelated Literature

........................................................................................

9Related Studies

VIIForeign Studies

.....................................................................................

11

Local Studies

...........................................................................................
12

Conceptual Framework

.........................................................................

13

3.

METHODS OF STUDY AND SOURCES OF DATA

Research Design

.......................................................................................

14Sample

.......................................................................................................

15

Sampling Design

.......................................................................................

15

Statistical Treatment

...............................................................................

15

4.

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

Table for Nutritional Value


.....................................................................

16Table for Taste of Food

............................................................................

18

Table for Price of Food

............................................................................

20Table for Cleanliness

................................................................................

22Table for Canteen Staff

...........................................................................

24Table for the best way to improve canteen

...........................................

26