1

CHAPTER I

THE PROBLEM AND ITS BACKGROUND

Introduction

School Canteen is a small business where it needs good management skills. It is also a

place where different snacks and beverages are sold, and a school canteen is where you can eat

affordable and nutritious foods. The Department of Education (DepEd) engaged to support the

students’ health and nutrition through its curriculum in every school and provide an opportunity

that promotes physically fit individuals who love eating foods. (DepEd Order no. 8 of 2007).

The school canteen must provide a healthy variety of foods for the students to be mentally

healthy and have knowledge to be active at school.

There are two types of managing a school canteen; the first is school-managed canteen

and teacher’s cooperative-managed canteen. The first type is the school managed-canteen that is

used most of the schools, because it is more service oriented and teacher’s cooperative

management where it has a transparency in terms of expense and profit of the school canteen and

it is more decisive to the resources or the inventory in the canteen. Both shall practice to have

safety and security measures. (Policy Statements, DepEd Order No. 8 series of 2007).

A school canteen has to manage the facilities properly and also service should be the

main consideration for implementing a school canteen and profit shall be secondary priority

since the students is only depending on the allowances that are given by their parents. (DepEd

Order no. 8 of 2007).

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Recording, accounting the transaction of the expenses by the school canteen should

emphasize transparency and accountability. The responsibility of the school canteen

management is to secure the policies and procedures. It is important to have policies in managing

a canteen, to have a proper hygiene and to serve a good quality food.

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. A

school canteen has to manage the facilities for keeping on its proper shape so that the students

are able to feel satisfied about the environment in the canteen. In this study it is important to

know if the students are satisfied by the food quality that the school canteens are serving.

Satisfaction of the students doesn’t only depend on the food it is also on hygiene, and the

environment of the facility. Moreover, considerations are given to the nutrition value of the food

items being served to them. Therefore, a student must serve a variety of food on the canteen must

have a nutrients in the food that they’re eating to function the brain properly.

All schools have a canteen, it is a place to promote an enjoyment eating delicious foods

with your friends and classmates. It requires that all canteens in every school must sell healthy

and nutritious foods. One of the problems in this study is the satisfaction of the students towards

the canteen, where this study is selected by one of the schools in Valenzuela City to make a

research that will benefit the school of LBNHS. The canteen has two sessions, in the morning

and in the afternoon. The one who manage the canteen is a teacher, and inside the canteen also

have vendors for more varieties of food that the students will enjoy.
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The purpose of this study is to know the concerns of the students by their level of

satisfaction to the school canteen, this study is important so that we may aware of how Lawang

Bato National High School manages their canteen. The establishment and operation of a school

canteen is important in developing this commitment. 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. Therefore, the LBNHS canteen must have

proper hygiene on the food they not just on the food but also the cleanliness of the whole facility.

Thus, a greater effort must exert in its operation, by the school administration or teachers who

handles the operation. Moreover, as an answer in managing the school canteen of Lawang Bato

National High School, this study will evaluate the satisfaction of the students towards the school

canteen and the relationship between school canteen management and customer satisfaction.

Statement of the Problem

The general problem of this study is: “What is the relationship between school canteen

management to customer satisfaction?”

Specifically, this study will find answers to the following questions:

1. What is the extent of school canteen management in terms of:

1.1 staffing,

1.2 foods and services,

1.3 facilities, and

1.4 financial stability?

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2. What is the extent of satisfaction among customer in terms of:

1.1 staffing,

1.2 foods and services,

1.3 facilities, and

1.4 financial stability?

3. Is there a significant relationship between school canteen management and customer

satisfaction?

4. Based on the findings of the study, what management style maybe improved on managing

school canteen?

Significance of the Study

The objective of this study is to improve on how to manage LBNHS canteen properly to

meet the satisfaction of the customers/students, and to know the relationship between customer

satisfaction and school canteen management. Moreover, this research can provide opportunities

to know the feedbacks of the customer and to enhance the service, the quality of food,

cleanliness of the facility and their financial stability. The results of this study could provide the

management with the information about the present status of the school canteen and to let them

know the situation that can have an effect to the customer satisfaction. The findings may also

serve as guide for canteen managers in managing the school canteen.

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Canteeners. This research could provide as guide in considering the quality and quantity

of services of the students and to enhance or to improve on the efficiency of work and serve

nutritious and delicious food.

School Administrators. This research will help them to guide the teachers and school

canteeners who handles the operation, in proper managing the school canteen and to fulfill its

duties to keep the students healthy and to be satisfied.

Teachers. This research will provide information for them to help the canteen manager

and to be aware the concept of shared capital and resources and for them to improve the services

and its product.

Student. This research may give an understanding through helping the school in

managing the canteen and appreciating its effort in providing nutritious and affordable foods.

And for better services for the benefit of the students.

Parents. This research will give a information about the present status of the school

canteen to let them know that the existing situation really affects the students satisfaction in the

school canteen.

Future researchers. The result of this study will serve as their guide. The ideas

presented may be used as reference data in conducting new research.

Scope and Delimitations of the Study

The study will focus on the school canteen managing practices and the customer

satisfaction towards the school canteen of Lawang Bato National High School in Valenzuela
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City. The respondents of this research are consisted of the senior high school students of grade

11 and grade 12 and canteen personnel.

This study will be limited to the extent of Lawang Bato National High School canteen and

the customer satisfaction in terms of staffing, foods and services, facilities and the financial

stability of the canteen. Questionnaires were distributed to senior high students. This study will

be conducted during the school year of 2018-2019.

Definition of Variables

The following terms are defined theoretically or operationally for further clarifications.

Brick. The conceptual definition of brick is a small rectangular block typically made of fired or

sun dried clay, used in building. As used in this study, Brick refers on how the school canteen

personnel establish, operated and manage the school canteen, and how they give their services

and food to their customers.

Click. The conceptual definition of click is a short, sharp sound as of a switch being operated or

of two hard objects coming quickly into contact. In this study, Click refers to the students’

satisfaction on how the schools manage their canteen in terms of staffing, foods and services,

facilities, and financial stability.

Facilities. It refers to a place where it is designed or built, to serve specific function affording a

service or convenience. The term facilities used in this study refers to the provision of tables,

disposal of waste, space for customers, cleanliness of utensils and equipment.

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Financial Stability. It enables the financial intermediation process which facilitates the flow of

funds between savers and borrowers, thus ensuring that financial resources are allocated

efficiently towards promoting economic growth and development. (Jalan Dato,2018). The word

financial stability used in this study refers to the price of foods and beverages, variation of menu,

provides enough resources, and stable profit.

Foods. This is a nutritious substance where people eat or drink. As indicated in this study, food

refers to the products that are sold by the school canteen.

Management Style. It indicates the way on how a business manage. As used in this study,

management style refers on how the way the school manages their canteen.

School Canteen. It is a place where they sell food and personal items to personnel at an

institution or school or camp etc. In this study, school canteen refers to a place where the

students eat different kinds of food.

Service. It is an action of helping or doing work for someone. The term service used in this study

refers to the school canteeners serve the food from the students.

Staffing. It refers to a selection of employees for a specific job. As used in this study, staffing

refers to the staff or personnel in the canteen.

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CHAPTER II

THEORETICAL FRAMEWORK

This chapter discusses the relevant theories, related literature and studies, conceptual

framework, hypothesis and definitions of variables. This theoretical are considered in knowing if

the students are satisfied by how the school manage the canteen, and to know the effect of school

canteen management to customer satisfaction.

Relevant Theories

The theories used in this study are essential to understand the managing of Lawang Bato

national high school. The theories offer explanations to concepts raised in this study.

Systems Theory. Bertalanffy (1940), the theory said that the management approach to

systems theory that aims for achieving a whole balanced business. This theory also states that

identifying the overall goal of the management or organization working so that the implemented

goal may achieve, and understanding the cycles regulating a system’s input and outcomes. The

systems theory is essential especially for recognizing the particular patterns that a company’s

operations follow. The school administrators need to have a definite canteen policy must

establish canteen committees to seek to improve service and food quality and must work closely

with canteen operators. The school canteen needs to have goal to know what to improve more in

terms of staffing, foods and service, facilities and financial stability. All schools must have

canteen policy in order to keep it on a proper way to manage the school canteen. Implementing a

policy is a good way to ensure the food quality practices especially to the school canteeners or

staff, which’s in charge of cooking and serving healthy and nutritious foods to the students.
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Administrative Management Theory. Fayol (1916), The theory aims to find a essential

way to design an organization as a whole. The theory simply means to formalized the

organizational structure, a clear arrangement of relationships between different jobs within the

organization. It is important for the school canteen to have a organizational structure of different

areas of responsibility to know what is your responsibility as a canteen personnel/staff or a

canteen manager.

Scientific Management Theory. Taylor (1911), The theory shows the effectiveness of

using data and measurements to improve the productivity of the management. The managers are

able to gather the information that will them run their businesses more efficiently and

profitability. Planning is important to help you make the best of your staff, and keeping them

satisfied and engaged so they do well at work. This may help the school canteen to budget the

foods and the snacks or beverages easier. It is affordable especially for the canteen expenses and

it is also a great idea to plan a menu that will make it easier for school canteeners to evaluate and

improve choices according to the feedback of the students. The canteen management of Lawang

Bato National High School has a need for an improvement system to the sales but also the

efficiency of its operations. And to provide nutritious and affordable foods, the canteen should be

based on good management practices and the financially self-sustaining.

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Related Literature

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.

This study is mainly focused on the satisfaction of senior high school students of

LBNHS canteen and how they manage the canteen properly. The school canteen follows a

guideline on management set by the Department of Education (DepEd) through DepEd Order

No. 8 series of 2007, the guidelines and management of the school canteen for Elementary and

Secondary level. These guidelines are implemented in order to ensure the safety and healthy

foods that the school canteen shall serve.

Some of the students are concerned with the food taken daily without knowing what are

the practices which may influence good health. When food is presented to a person there

attention is focused on how the food appeals to the plate. It is important that a food has a

nutritional content because it helps maintaining body function and also for keeping the brain

function. In order to facilitate students to make more healthy food choices and to develop healthy

eating habits, it is important that the school food environment is healthy. (Mensink, 2012). Some

schools don’t follow the guideline that are implemented by the DepEd, that’s why students don’t

get nutrients to the food they eat. It is important to serve a nutritious food for the students to be

active at school. Before serving nutritious foods in a school canteen, a school should know how

to manage a canteen. The school council oversees the operation of the school canteen, including

its policies, employment of staff, the disbursement of any profits and the recoupment of losses.

The day-to-day operations of the canteen are managed either by a paid worker or a volunteer.
 11

School councils usually form a canteen committee to manage canteen issues.

(education.vic.gov.au). It is important in a canteen to have a person who can handle the school

canteen especially on the transparency of a canteen. The canteen manager should know how to

balance the expenses and to ensure the cleanliness of the food they serve and also the facility.

Galvez (2018), states that an effective canteen management requires that, everyone is

involved to know its goals and objectives with its policies, canteen staff and committee develop

an implementation plan to achieve the canteen policy goals, day to day operational procedures

and staff are trained and supervised. School canteen may operate under variety of management

structures, depending on the individual characteristics and the needs of school.

Related Studies

Managing a school canteen is not simple it includes being responsible of the foods the

canteen served, the facilities if it is clean and well ventilated, and the financial stability. The

school canteen is also responsible if the students are satisfied the way they managed the canteen.

Customer satisfaction is defined as a state of mind in which the customer’s needs, wants, and

expectations throughout the product of service life haven’t been met or exceeded, resulting in

future repurchase and loyalty. Satisfaction not only consists cognitive elements but includes

emotional elements in determining customer satisfaction. The only way to satisfy the students is

to have a well managed school canteen.

Food is the basic needs for a person that we must obtain to fulfill our hunger, it also gives

nutrients that our body needed to function and develop properly.

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A school provides a canteen as a place where students can eat and gain the energy enough

to be active at school. The environment and the ambiance is important attribute that a canteen

must have.

The Department of Education is implemented an order, containing the guidelines on

healthy food and beverages choices in school. It is created to promote and develop healthy eating

habits among the students. With this policy in place, parents can now worry less about sending

kids to school without food, whether for convenience or economical reasons. (Salvador, 2017)

Being part of the school environment, school canteen has an important role on the foods

they serve to the students. They also have an influence on the health and nutritional foods that

the students consumed daily. The role of the school canteen is very important.

In terms of financial stability school canteen managers should know how to handle the

transparency of the profit of the school canteen. And also the school canteen should sell the

foods and beverages at an affordable price since the customers are the students. Most of the

school canteens in some schools make the financial decisions that affect the day to day running

of the school. But in some schools the canteen manager is the one who manage the financial

stability of their canteen. it is important to know how to balance the expenses from the profit,

improving the nutritional value of food sold in school canteens can be a challenge, particularly

when fresh and healthy foods are often more expensive than highly processed alternatives. Even

the foods that have high nutritional value can be more expensive now. The solutions to stocking

school canteens with fresh and healthy foods are not simple. School canteens need to follow and

be recognized for following the good practice guidelines, balanced with the need to build the
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capacity of schools, canteen managers and suppliers to make innovative and appetizing healthy

options available on school canteen menus. (Stoneham, 2017).

Schools are the place where to endorse eating nutritious food and to ensure the

appropriate food the students eat. School canteen staff has a role to play in food businesses, they

have to ensure that the meals they served are hygienic. A school canteen must practice hygiene;

hygiene’s are also the key to food safety. Food safety procedures must be understood by

everyone who handles food or the person works in the canteen. (Canteen hygiene in Eastern

Visayas State University, 2016). It is important to practice hygiene especially that the students

will eat at the canteen. The school canteen should not only focus on the food but also the safety

and the cleanliness of the facility, equipments, and utensils that are use in the canteen.

In terms of facilities, in order to satisfy the customers the canteen must have a good

ambiance for the students to be more comfortable to eat. Tarlac State University, the authors who

conducted the study the satisfaction of the students are looking for are good ambiance,

cleanliness, and taste of food. The factor that most students are not satisfied is with the price.

They recommended that the school canteen should understand the situation of the students that

they can’t afford the price of their food on a regular basis and offer the “AMBULA” to give the

students an option for their foods. (Yumul, Longga, Dimmal, Mariano, Sotto, and Pangilinan,

2014).

Services are also important to satisfy your customers. Especially the students are

sometimes exhausted by the paperworks that they were given by their subject teachers, school

canteen staff should serve the customers with a smile and the staff should be friendly in that way

the students will come back to the canteen. Maniquiz (2009).

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Stated that to have a good canteen management it does not only the quality of its food but

also it is reflected by the quality of its service. It shows that the characteristics of the

staff/personnel can satisfied the students when it comes to service. The school must know and

prioritize if the students are satisfied by the service of the canteen to ensure the health and the

cleanliness of the facilities.

School canteen must implement a policy for the school canteen managers and staffs’ will

follow. The school council is responsible for the canteen and its policies, employment and

dismissal of staff, and ordering of goods for the canteen. The rules and policies have to be

followed in most of the schools, there must be a clean facilities for washing, the canteen must

have proper ventilation and lightings, and the facilities should have a bigger space.

The food containers, equipments, and utensils must maintain its cleanliness. The rules

and regulation would help in making the students comfortable and satisfied especially when it

comes to safety standards. (DepEd Order No. 8 series of 2007).

It is hard to manage a school canteen, the school administrators should assigned a canteen

manager that can and know how to manage the school canteen in terms of staffing, foods and

services, facilities, and financial stability. The canteen manager supervises the canteen and

should transfer the profits to the school council. The school canteen should be attractive; it must

be appealing to the students in order to attract more customers. The canteen should maintain to

remain its ambiance and make the people enjoy while eating. The facility should be well

ventilated and it must be clean.

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Price is one of the most problems among students, the canteen must ensure that they sell

low cost items that can fill the hunger of the students and it should have nutritional content. And

lastly the school canteen should communicate with the customers to know if they are satisfied.

The canteen’s environment is a place where product promote and the relationship of the canteen

to whole entire school.

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Conceptual Framework

INPUT PROCESS OUTPUT

 Description of extent  Administration of

of implementation of Questionnaire
school canteen  Data gathering and
management in terms Analysis and
of: Interpretation School Canteen Management
1. staffing  Interview
2. foods and services  Observation Style Improvement on:
3. facilities
4. financial stability  Space
Testing the significant
 Utensils
relationship between school
 Description of extent  Ventilation
of satisfaction among canteen management and
customer in terms of:
customer satisfaction.
1. Staffing
2. Foods and services
3. Facilities financial
stability

Figure 1. Research Paradigm of the Study

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CHAPTER III

RESEARCH METHODOLOGY

Methods and Techniques of the Study

The method of research used in the study was quantitative research. Subject tells that the

study was investigating how canteen personnel manage the canteen. A descriptive-correlational

study concerned with the satisfaction of the customers on the foods that the school canteen gives

and the management of the canteen personnel. They will test individually around the Lawang

Bato National High School, the expected respondents are the senior high school students on that

school. The intention of the study is to investigate if senior high school students are satisfied to

the foods and services that the canteen offers and to give some advice on how they can improve

the canteen.

Population and Sample of the Study

There are one hundred seventy-one senior high school students at Lawang Bato National

High School for School Year 2018 – 2019. The sample of 120 students comprised the actual

population of senior high school students. Respondents are identified using the Slovin’s formula.

Stratified random sampling technique will be used to select the respondents. There are five

sections in senior high school department and in every section the researcher will get 24

respondents every section, that will be 12 male students and 12 female students. Total population

sampling will be used for the school canteen personnel. There are nine school canteen personnel

at LBNHS.
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Research Instrument

In a relation to the purpose of the study, two questionnaires will be used. The

questionnaire for quantitative data contains two parts. Part I is the description for the extent of

implementation on school canteen personnel. It is composed of twenty item questions that will

be answered by the school canteen personnel. Part II is the description of the extent of

satisfaction among customers of the school canteen. It is also composed of twenty item questions

that will be answered by the senior high school students of Lawang Bato National High School.

The researchers chooses three validators which is the teachers from senior high school of

Lawang Bato National High School, to examine the content, structure, and the grammar of the

research instrument that will use as survey questionnaires.

Data Gathering Procedure

Upon the recommendation of adviser and validators, the researchers will secure the

permit from the school principal for the content of the study. On the endorsement of school

administrators, the researcher will administer the survey questionnaire to sample respondents.

The data collected will be presented in a tabular form and will be analyzed through statistical

tools.

Data Processing and Statistical Treatment

After gathering the data needed in the study. The researchers will tally, tabulate, and analyze the

data. The collected data is formulated using the given formula, regression analysis is used to

analyze the data. The computed r – value and p – value will determine if there are relationship

between school canteen management and customer satisfaction.

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The result is to analyze the relationship of school canteen management and customer

satisfaction of senior high school students.

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CHAPTER IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the data gathered in the study. It presents the findings of the study,

along with interpretations and discussion on the implications of findings. The data gathered from

the senior high school students of Lawang Bato National High School, the result from the

research instrument were presented in the tables to make the analysis clearer and more

illustrative. Presentation of the results based on the statement of the problem presented in

Chapter I.

Part I. Extent of School Canteen Management in terms of Staffing, Foods and Services,

Facilities, and Financial Stability

Table 1 shows the extent of school canteen management in terms of staffing. The table

shows a total mean of 3.97 which means that the school canteen personnel are agreed by the way

they serve the customers.

The school canteen must implement a policy to seek improvement on service and food

quality. Galvez (2018), states that an effective canteen management requires that, everyone is

involved to know its goals and objectives with its policies, canteen staff and committee develop

an implementation plan to achieve the canteen policy goals, day to day operational procedures

and staff are trained and supervised.

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Table 1

Extent of School Canteen Management in terms of Staffing

Descriptive
Items Mean
Interpretation
1. We deal well with the students. 4.00 Sufficient
2. We are readily available to answer the students’ questions and 4.00 Sufficient
concerns.
3. We always keep ourselves clean while serving the food. 3.89 Sufficient
4. We always wear proper clothes to be neat and professional. 3.89 Sufficient
5. We always practice hygiene while cooking the food. 4.00 Sufficient
TOTAL MEAN 3.97 Sufficient
STANDARD DEVIATION

Table 2 shows the extent of school canteen management in terms of foods and services.

The table shows a total mean of 3.80 which means that the school canteen management agreed

that the foods they sell are delicious and they provide good services to the customers.

Reflected on the chapter 2 of the study, Salvador (2017), The Department of Education is

implemented an order, containing the guidelines on healthy food and beverages choices in

school. It is created to promote and develop healthy eating habits among the students. With this

policy in place, parents can now worry less about sending kids to school without food, whether

for convenience or economical reasons.

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Table 2

Extent of School Canteen Management in terms of Foods and Services

Descriptive
Items Mean
Interpretation
1. We serve delicious foods. 3.89 Sufficient
2. Spoon and fork are provided sufficiently 3.56 Sufficient
3. The servings are properly proportion to eat 3.78 Sufficient
4. Our canteen provides nutritious foods. 3.89 Sufficient
5. Our canteen provides good services. 3.89 Sufficient
TOTAL MEAN 3. 80 Sufficient
STANDARD DEVIATION

Table 3 shows the extent of school canteen management in terms of facilities. The table

shows a total mean of 3.80 which means that the school canteen management agreed that the

canteen is always clean and has proper ventilation and a bigger space.

Tarlac State University, the authors who conducted the study the satisfaction of the

students are looking for are good ambiance, cleanliness, and taste of food. (Yumul, Longga,

Dimmal, Mariano, Sotto, and Pangilinan, 2014). The facility should have a well ventilated and a

good lighting. Also, the canteen must ensure that all the tables, equipments, utensils that are used

must be clean.
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Table 3

Extent of School Canteen Management in terms of Facilities

Descriptive
Items Mean
Interpretation
1. Our canteen provides proper ventilation 3.89 Sufficient
2. We clean the equipment use in our canteen. 3.89 Sufficient
3. We properly clean and sterilize the utensils. 3.67 Sufficient
4. Our canteen has a bigger space for the students to eat. 3.78 Sufficient
5. Our disposal areas are provided sufficiently. 3.78 Sufficient
TOTAL MEAN 3.80 Sufficient
STANDARD DEVIATION

Table 4 shows the extent of school canteen management in terms of financial stability.

The table shows a total mean of 3.82 which means that the school canteen management agreed

that they sell affordable foods and beverages, and provides enough resources.

It is important to have or to provide enough resources for the students to have more

choices of foods and to have more profit. Most of the school canteens in some schools make the

financial decisions that affect the day to day running of the school. But in some schools the

canteen manager is the one who manage the financial stability of their canteen. it is important to

know how to balance the expenses from the profit. (Stoneham, 2017).
 24

Table 4

Extent of School Canteen Management in terms of Financial Stability

Items Mean Descriptive

Interpretation
1. We sell affordable foods. 3.89 Sufficient
2. We sell affordable beverages. 3.89 Sufficient
3. Our canteen offers a variety of option. 3.89 Sufficient
4. Our canteen provides enough resources. 3.67 Sufficient
5. Our canteen has a stable profit. 3.78 Sufficient
TOTAL MEAN 3.82 Sufficient
STANDARD DEVIATION

Part II. Extent of Satisfaction among Customers in terms of Staffing Foods and Services,

Facilities, and Financial Stability

Table 5 shows the satisfaction among customers in terms of staffing. The table shows a

total mean of 2. 81 which means that the customers are satisfied by the way the staff of the

school canteen are friendly, approachable, and serve the customers well.

Reflected on the chapter 2 of this study, Maniquiz (2009), to have a good canteen

management it does not only focus on the quality of the food but also by the quality of its

service. It shows that the services of the staff are effective it means that the students are satisfied;

moreover if the students are satisfied then they will come back to the canteen.
 25

Table 5

Extent of Satisfaction among Customers in terms of Staffing

Descriptive
Items Mean
Interpretation
1. The school canteen staff provides a good customer satisfaction. 2.75 Satisfied
2. The school canteen staff are readily available to answer my 2.71 Satisfied
questions and concerns.
3. The school canteen staff keeps themselves clean while serving the 2.97 Satisfied
food.
4. The school canteen staff’s appearance is neat and professional. 2.77 Satisfied
5. The school canteen staff always practice hygiene while cooking the 2.83 Satisfied
food.
TOTAL MEAN 2.81 Satisfied
STANDARD DEVIATION

Table 6 shows the satisfaction among customers in terms of foods and services.

Statement 1, 3, 4, and 5 got a mean score of 2.81 and above, which means that the customers are

satisfied. On the other hand, statement 2 got a mean score of 2.35 it means that the customers are

dissatisfied. It only means that the school canteen don’t have enough spoon and fork. Overall the

computed mean is 2.72 which means that the students are satisfied by the foods and services of

the canteen.

Related on the chapter 2 of this study, in order to facilitate students to make more healthy

food choices and to develop healthy eating habits, it is important that the school food

environment is healthy (Mensink, 2012). School canteen does not only focus on taste of the food

but also the foods must have a nutritional content for the students to be healthy and also to give

nutrients that our body needed to function and develop properly.

 26

Table 6

Extent of Satisfaction among Customers in terms of Foods and Services

Descriptive
Items Mean
Interpretation
1.The school canteen foods taste delicious. 2.89 Satisfied
2. Spoon and fork are provided sufficiently. 2.35 Dissatisfied
3. The servings are properly proportion to eat. 2.72 Satisfied
4. The school canteen provides nutritious foods. 2.85 Satisfied
5. The school canteen provides good services. 2.81 Satisfied
TOTAL MEAN 2.72 Satisfied
STANDARD DEVIATION

Table 7 shows the satisfaction among customers in terms of facilities. The statement 2

got a mean score of 2.78 which means the customers are satisfied by the school canteen

equipments are clean. Moreover statement 3 and 5 got a mean score of 2.64 and 2.83

respectively. On the other hand, statement 1 and 4 got a mean score of 2.5 and 2.38 which means

the customers are dissatisfied. Overall the computed mean is 2.63 it means that the customers are

satisfied by the facilities of the canteen.

The rules and policies have to be followed in most of the schools, there must be clean

facilities for washing, the canteen must have proper ventilation and lightings, and the facilities

should have a bigger space. The food containers, equipments, and utensils must maintain its

cleanliness. (DepEd Order No. 8 series of 2007).

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Table 7

Extent of Satisfaction among Customers in terms of Facilities

Descriptive
Items Mean
Interpretation
1. The whole facility provides proper ventilation. 2.5 Dissatisfied
2. The school canteen equipment use are clean. 2.78 Satisfied
3. The utensils are properly washed, cleaned and 2.64 Satisfied
sterilized.
4. The canteen has a bigger space for the students to eat. 2.38 Dissatisfied
5. The disposal areas are provided sufficiently. 2.83 Satisfied
TOTAL MEAN 2.63 Satisfied
STANDARD DEVIATION

Table 8 shows the satisfaction among customers in terms of financial stability. The table

shows a total mean of 2.74 which means that the customers are satisfied by the prices of each

foods and beverages of the canteen.

School canteen must have enough resources for the students to buy more nutritious foods

that are affordable. According to Stoneham (2017), the canteen manager is the one who manage

the financial stability of their canteen. it is important to know how to balance the expenses from

the profit, improving the nutritional value of food sold in school canteens can be a challenge,

particularly when fresh and healthy foods are often more expensive than highly processed

alternatives. . School canteens need to follow and be recognized for following the good practice

guidelines, balanced with the need to build the capacity of schools, canteen managers and

suppliers to make innovative and appetizing healthy options available on school canteen menus.
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Table 8

Extent of Satisfaction among Customers in terms of Financial Stability

Descriptive
Items Mean Interpretatio
n
1. The price of the foods are affordable. 2.63 Satisfied
2. The price of the beverage is affordable 2.77 Satisfied
3. The school canteen provides variation of menu. 2.69 Satisfied
4. The school canteen provides enough resources. 2.69 Satisfied
5. The school canteen has a stable profit. 2.9 Satisfied
TOTAL MEAN 2.74 Satisfied
STANDARD DEVIATION

Part III. Relationship Between the Extent of Customer Satisfaction and School Canteen

Management

Table 9 shows a very high correlation between the customer satisfaction and school

canteen management with r - value of 0.81 and p – value of 0.19. This signifies that there is a

relationship between customer satisfaction and school canteen management. It means, when the

extent of school canteen management increases, the extent of customer satisfaction also

increases. In this study, the customers are satisfied by the service of the school canteen.
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Table 9

Relationship between the Extent of School Canteen Management and Satisfaction among

Customers

Extent of Customer Satisfaction and School

Canteen Management
Variables
r– Degree of p–
value correlation value Interpretation
Relationship between School
Very High
Canteen Management and 0.81 0.19 Significant
Correlation
Customer Satisfaction
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CHAPTER V

SUMMARY OF FINDINGS, CONCLUSION, AND RECOMMENDATIONS

The final chapter of this study presents the summary of findings, along with the

conclusions made by the proponents and some recommendations for those who want to conduct

a similar study.

Summary of Findings

The purpose of this study is to show the satisfaction among customers in terms of

staffing, foods and services, facilities, and financial stability on the school canteen of Lawang

Bato National High School. In the same vein, the researchers would like to determine if there is a

relationship between customers’ satisfaction and school canteen management.

The following findings present the answers to the questions set forth in the statement of the

problem in chapter 1.

1. What is the extent of school canteen management in terms of:

1.1 staffing,

The school canteen staffs’ are agreed in terms of how they serve the customers

well, they are approachable and practices hygiene while cooking and serving the

food.

1.2 foods and services,

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In terms of foods and services, the school canteen staffs are agreed that they

always served delicious and nutritious foods and are properly proportion to eat.

1.3 facilities,

The school canteen staffs are agreed that the whole facility is well ventilated, has

a bigger space, disposal areas are provided, and the equipments and utensils that they

used are always clean and sterilized.

1.4 financial stability

The school canteen staffs are agreed that the price of the foods and beverages are

affordable, they offer choices of menu, and they agreed that the canteen has a stable

profit.

2. What is the extent of satisfaction among customer in terms of:

1.1 staffing,

In terms of staffing, the customers are satisfied on the way the staff treat them and

giving them a good service. The customers are also satisfied on how the canteen staff

appearance is neat and professional.

1.2 foods and services,

The customers are satisfied on the taste of food, how the servings are properly

proportion to eat, and the canteen provides good services. The foods that are served
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has a nutritional content that is included in the DepEd order. However, the customers

are dissatisfied because the canteens don’t have enough spoon and fork.

1.3 facilities,

The customers are satisfied on the equipments and utensils used are properly

cleaned and sterilized, and also the customers are satisfied on the disposal areas that

has been provided by the school canteen. But the school canteen doesn’t have a

bigger space for the students to eat and has poor ventilation which makes the

customers dissatisfied.

1.4 financial stability,

In terms of financial stability, the customers are satisfied on the foods and

beverages that the canteen sells are affordable, and the school canteen provides

enough resources which they have more choices of foods and has a stable profit.

3. Is there a significant relationship between school canteen management and

customer satisfaction?

There is a significant effect of school canteen management and customer

satisfaction, because the school canteen provides a good services which is effective on

the customers, that means that there is no problem arises between the school canteen and

customers.

There is a very high correlation with r – value of 0.81 and p – value of 0.19. This

signifies that when the extent of customer satisfaction increases, the extent school

canteen management also increases.

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4. Based on the findings of the study, what management style may be improved on

managing school canteen?

Based on the findings of this study, the researchers suggest that the entire school canteen

facility may be requested to provide more space and proper ventilation for the customers. In

terms of foods and services, the school canteen personnel may provide more utensils for

customers. To maintain school canteen’s sanitation, the personnel may observe regular

cleanliness inside and outside canteen premises.

Conclusion

Based on the findings of the study, the researchers concluded that there is a significant

relationship between school canteen management and customer satisfaction. There is a very high

correlation with r – value of 0.81 and p – value of 0.19. This signifies that when the extent of

school canteen management increases, the extent of customer satisfaction also increases.

Recommendations

In line with the conclusion of the study, the following recommendations are suggested:

1. The entire school canteen facility may be requested to provide more space and proper

ventilation for customers.

2. The school canteen personnel may provide more utensils for customers.

3. To maintain school canteen’s sanitation, the personnel may observe regular cleanliness

inside and outside canteen premises.

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4. Variables other than staffing, foods and services, facilities, and financial stability may be

included for future researches.

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REFERENCES

Bertalanffy, L. (1940) “Systems Theory” retrieved from https://bizfluent.com/info- 8375509-

four-types-management-theory.html

Canteen hygiene in Easter Visayas Ste University.(2016, May 15). Retrieved from

https://studymoose.com/canteenhygiene-in-eastern-visayas-state-university-essay

Dato, J. (2018) “Definition of Financial Stability” retrieved from

www.mnb.hu/en/financial-stability/defining-financial-stability

DepEd. Order No. 8,s 2007 “Implement Guidelines in School Canteen”

retrieved from www.deped.gov.ph

DepEd Order No. 8 series of 2007 “Policy Statements” retrieved from

www.nnc.gov.ph/index.../108-region-8-policies-plans-activities.html?...deped-order

Education.vic.gov “Canteen Management” retrieved from

https://www.education.vic.gov.au/Documents/school/principals/management/gfylmanmgt.pdf

Fayol, H. (1916) “Administrative Management Theory” retrieved from

https://bizfluent.com/info-8375509-four-types-management-theory.html

Galvez, M. (2018) “School Canteen Operations and Management” retrieved from

https://www.pressreader.com/philippines/sunstar-pampanga/20180804/281655370888656

Maniquiz (2009) “Canteen Administration and Operation at Maysan National Highschool:An

assessment” retrieved from www.scribd.com

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Mensink, F. (2012) “The healthy school canteen programme” retrieved from www.hindawi.com

https://www.education.vic.gov.au/Documents/school/principals/management/gfylmanmgt

Presidential Decree No. 856 (1975) “Code on Sanitation of the Philippines” retrieved from

www.doh.gov.ph/sites/default/files/publications/code_on_sanitation_phils.pdf

Salvador, B. (2017)“These Schools Serve Healthy Meals in the Cafeteria” retrieved from

www.smartparenting.com.ph/parenting/bigkids/school-canteen-snacks-a213-20170923-lfrm

Stoneham M. (2017) “The high price of healthy school canteen” retrieved from

https://croakey.org/the-high-price-of-healthy-school-canteens/

Taylor, F. (1911) “ Scientific Management Theory” retrieved from https://bizfluent.com/info-

8375509-four-types-management-theory.html

Yumul, Longga, Dimmal, Mariano, Sotto, and Pangilinan (2014) “Level of Student’s

Satisfaction of TSU Cafeteria Services” retrieved from www.scribd.com

https://bizfluent.com/info-8375509-four-types-management-theory.html

www.nnc.gov.ph/index.../108-region-8-policies-plans-activities.html?...deped-order
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APPENDIX A

LETTER TO THE PRINCIPAL

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APPENDIX B

EXPERT’S ASSESSMENT CHECKLIST FOR STRUCTURE ON QUESTIONNAIRE

VALIDATION
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APPENDIX C

EXPERT’S ASSESSMENT CHECKLIST FOR CONTENT ON QUESTIONNAIRE

VALIDATION
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APPENDIX D
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EXPERT’S ASSESSMENT CHECKLIST FOR GRAMMAR ON QUESTIONNAIRE

VALIDATION

APPENDIX E

RESEARCH SURVEY QUESTIONNAIRE

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APPENDIX F
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CERTIFICATE OF GRAMMAR CHECKING

APPENDIX GPLAGIARISM-FREE CERTIFICATE

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