1

CHAPTER I

INTRODUCTION

A canteen is a facility inside a school where foods and drinks are served to

the students inside the campus. It is one of the most important facilities a school

should have because it is a place where the nutritional needs of the students are

observed with utmost priority. It is an amenity where not only the students, but also

the faculties would be refreshed with the food and service given by the canteen.

With the changes of the curriculum and the additional challenging tasks and

requirements of the students and even the faculties, it is important for them to fill

their stomachs and to be energized since most of their time are being spent inside

a classroom or office. As the saying goes, “For a healthy body is a healthy mind”.

It is the responsibility of the canteen and its staff for the customers to be satisfied

with the products they serve and with the environment the canteen has to offer. It

is crucial for the canteen to evaluate their services with a regular schedule given

the fact that they would be able to cope up with the changes of preferences

including the opinions the students have concerning the management practices

the canteen has.

According to a study conducted by researchers from De La Salle University,

most students from schools are still unhealthy and dissatisfied with the canteen

services they currently have. Thus, this evaluation research will determine if it is

true that students are not satisfied with the current services the canteens offer or

rather, the services of the canteens are just right for their satisfaction. Literature

has shown that expectations are important to determine one’s satisfaction

 2

(Carman, 1990; Spreng & Mackoy, 1996). Customer’s expectations have two

different levels: what will happen (predictive) and what should happen (normative)

(Boulding, Kalra, Staelin, & Zeithaml, 1993; Stevens, Knutson, & Patton, 1995).

This research problem, focuses on the evaluation and feedback of junior high

school students of Adamson University, Basic Education Department regarding

the services of the canteens inside the campus. While studying and evaluating the

student’s perspective with the canteen services, the goal to be able to give

recommendations and improvements would surface, in which anyone who would

come across this research would have an idea as regards to the satisfaction or

dissatisfaction of the students with the services the canteens proffer. One who

provides services need to find a way to discover what do customers expect, for

satisfaction can be increased by decreasing one’s expectations (Carman, 1990).

BACKGROUND OF THE STUDY

This evaluation study focuses on Adamson University’s school canteens,

specifically pointing to the services the cafeterias offer. A school should prioritize

the health of the students because basically, parents and guardians entrusted the

welfare of their children, most especially their health, to the establishment of the

school and its services. Therefore, the canteen should be in line with the

preferences of the students and their opinions about the services the canteens

provide. They should serve nutritious, healthy, and delicious food to the students

at prices that are affordable to the pupil’s budget. According to Arlen Maniquiz, she

said that the effectiveness of the cafeteria management does not only reflect the

quality of its food but also the quality of its service. Thus, there should be a keener
 3

eye on the management of the canteens either by the administration or someone

else entitled for the job. This is a survey distributed to all levels under junior high

school with about three to five students per section being asked. The questions

will focus on the qualities of the canteen that the respondents observe and if they

are satisfied or dissatisfied with these qualities.

STATEMENT OF THE PROBLEM

This study aims to determine the level of satisfaction of junior high school

students of Adamson University, Basic Education Department in the school

canteen services.

Specifically, this study aims to answer the following statements:

1. To calculate the number of respondents who are satisfied and dissatisfied

with the school canteen services.

2. To compare the number of respondents who are satisfied and dissatisfied.

3. To determine the reason behind the satisfaction and dissatisfaction of the

students on the school canteen services.

CONCEPTUAL FRAMEWORK

This study was carried out to calculate the number of respondents who are

satisfied and dissatisfied with the school canteen services, to compare the number

of respondents who are satisfied and dissatisfied and lastly, to determine the

reasons behind the satisfaction/dissatisfaction of the students regarding the school

canteen services.
 4

Independent Variable:

 Food Preference Dependent Variable:

 School Year Level
 Satisfaction Level
 Food Service
 School Year

A STUDY ON THE SATISFACTION OF JHS OF

ADAMSON UNIVERSITY, BASIC EDUCATION

DEPARTMENT ON THE SCHOOL CANTEEN

SERVICES: AN EVALUATION

SIGNIFICANCE OF THE STUDY

The researchers study in Adamson University, the researchers are also

junior high school students, therefore, poor quality of food served by university

dining services will not be tolerated. To meet the satisfaction of the students,

university food service operations must provide a variety of fresh, good quality,

delicious, and healthy food.

This research will result to a detailed analysis regarding the satisfaction and

dissatisfaction of the students toward the school canteens services. The students

would be aware of the thoughts and opinions that they would like to share about in
 5

regards to this issue, and soon after, they would be able to evaluate the services

of the canteen on their own.

This research will be able to give parents and guardians an idea of the

school’s canteen services, how its facilities and staffs work, including its treatment

towards the students’ health. Parents and guardians would be aware of the

nutrition intake their children have and how the food affects their children in terms

of health.

The evaluation research would be able to reach the school management

and could help them to provide new ideas, improvements, and recommendations

regarding the services of the canteens. The management would know what to do

and make up a strategy to satisfy the students and for them to become healthier

and comfortable with the school canteen services.

Other schools and their canteens may also benefit from this research and

its data regarding improvements with their services. Future researchers covering

this kind of topic may also use this as a reference that could guide them in their

process.

SCOPE AND DELIMITATIONS

This study focuses on the level of satisfaction of the junior high school students

towards the school canteen services. This includes in terms of ambiance, food

quality, price fairness, cleanliness, and staff. This study aims to calculate the

number of respondents who are satisfied with the school canteen services,

compare the number of respondents who are satisfied or dissatisfied and to find
 6

out the reason behind the satisfaction/dissatisfaction of the students. This study is

limited to the junior high school students of Adamson University who were

randomly chosen by the researchers. The respondents are from Grade 7 to Grade

10 students of Adamson University Junior High School of School year 2017-2018.

After gathering all the data, the study will identify the level of satisfaction of the

students.

The personal information of the students is not necessarily needed or to be

answered optionally. This research doesn’t include identifying which gender is

satisfied/unsatisfied the most. Also determining which grade level is most

unfavored with the school canteen service isn’t necessary. In terms of the student’s

health, the researchers will not include which food is healthy or unhealthy, which

food the students’ wish to remove and food-related problems will not be

entertained in this research.

DEFINITION OF TERMS

The following terms are defined operationally for an apparent and evident

understanding the study:

Food Preference. The term refers to the food choices of the students that

are suitable to their desire.

School Year Level. It refers to the grade level in which the level of

satisfaction would be varied.

Food Service. The performance of the staff towards the students of the

school canteen.
 7

School Year. The period of time the student is studying inside the certain

campus or university.

Satisfaction. The fulfillment of the students’ preferences, expectations,

standards, and pleasure towards a certain service.

Dissatisfaction. The term refers to the lack of satisfaction of students

pertaining to the service specified.

Satisfaction Level. The chosen measurement of a certain person’s

satisfaction.
 8

CHAPTER II

REVIEW OF RELATED LITERATURE

This chapter reviews related literature and studies which acts as a reference

for this study. Related literature and studies, foreign and local, are introduced such

that some of the present study’s variables have been already addressed.

Related Literature

Food is one of the basic essentials of a human person within the frame of an

everyday life. It is a human need that people must maintain to fulfill our hunger and

necessities. It also provides vitamins and nutrients for our body to do its purpose,

to function, and to develop properly. But a daily diet is still necessary. Food has

different roles in our body that are grouped into three categories namely - go, grow,

and glow. Therefore, there is no such food that has the capability of providing all

the nutritional needs of a person. That is why, it is important that a daily diet must

contain all the nutrients needed and that the right amount of food consumed daily

will serve as a guide to a good and healthy nutrition (Velasquez, 2004).

Foods possess all the necessary nutrients required by the body for its

normal growth and development. People, especially students, must know the

sources, nutrients, and functions of the food they buy, in which sufficiency of these

nutrients in their diet will lead to good health. Thus, students must be guided, must

understand, and learn to devise, select, prepare, and present easy and simple yet

nutritious food (Bernardino and Lee, 2005). Nutrition has an important role in
 9

improving a student’s ability to learn (Dana, 2016). Having nutritious food will

increase the satisfaction of the students.

Food industries are inevitable when it comes to a country full of endless works

(Ginger Arboleda, 2010). People prefer where they can eat and at the same time,

can study and work. School is an example of a place that people can do both, to

eat and work at the same time, it is where students use their energy especially,

when there are activities. Canteens are provided by schools for student to regain,

relax and recover the energy for the rest of their day. Also, she said that the

atmosphere and ambiance is an important quality a canteen should possess.

Schools without their own cafeterias provide school meals which, have issues with

a high danger of well-being mishaps during the time spent moving the meals,

unclean status of meal provision and providing uneven meal quantity to students

(Kim & Lee, 2004). Although some school may have canteens, it has a small area

to eat, waiting time for meals is drawn out than its usual time which make students

unsatisfied (Lee, 2005).

Adolescents require a balanced nutrition intake because their physical

development and activity are drastically expanding (Kim, 2002). They favor more

tasty and up-to-date food which means a lot of fast and instant food and snacks,

affected by food convenience and commercials (The Food and Drug Association,

2007). Intake of too much sugar, salt, fat, etc. causes a lot of health problems as

an outcome of eating fast and instant foods (Chung & Han, 2000). School-age

children are becoming more independent of adults as they grow older, meeting

their nutritional needs must be balanced with their need for decision making and
 10

peer acceptance. School-age children spend much of their day at school or with

their friends, away from their parents and, in many cases, are only supervised

during class hours. They’re increasingly aware of their peer’s behaviors which

brings the to begin making their own choices about what to eat and who to eat

with, mostly disregarding if it is healthy or not (Shimane, 2013). When it comes to

implementing solution to the problems in nutrition, school is the place where it

should be since the students, teenagers, and young adults consumes more time

in school than being at home, meaning they eat more in school rather than at

home. This statement shows how significant the satisfaction of students towards

the school canteen is because it shows that they spend more time in school than

at their own homes (Cartagena, 2014).

Satisfaction of school meals contrasts depending on the characteristics of

meals, variety of food, food hygiene, and surroundings (Kim SH et al., 2003). The

most important factor to improve is service in order to meet the satisfaction on

school meals. Canteen staffs are those people who prepare and serve short-order

food items, sell canteen merchandise, clean the service area, and perform other

related work. These workers are the ones who were often assessed for a better

service and for better customer relations – students. Studies have shown

ambiance as an important contributing factor to a long-term profitability. It can

affect everything from perceptions on responsiveness and reliability, how much

and how fast customers eat, how much they spend, how long they stay in the

restaurant, if they decide to return and more. For the customers or clients to feel

comfortable and enjoy the experience while eating, you should set the right
 11

atmosphere (Heap, Dustin, 2014). The ambience can apply a rather concentrated

influence on people’s food decisions. To facilitate students to make the right and

healthy food choices and preferences and to develop healthy eating habits, it is

important that the school food environment is healthy and comfortable to adapt

with (Journal of Public Health, 2012). Most of the time, it is not the ambience that

is considered by the customers but rather the services that the staffs are executing

towards the customers (Dexter, 2012). Also, in running a canteen, there are

regulations that needs to be obeyed. It would help to meet the needs of the

students and it would satisfy them particularly when it comes to food safety

standards (DepEd, 2007). According to another research conducted at a college

in northwestern Pennsylvania, the results suggested that the three most important

variables that explain student’s satisfaction regarding the school canteen services

are staff behavior, food quality, and price. Other significant includes the

atmosphere, responsiveness, and cleanliness. Attention to these variables could

enable those in charge of food services to deliver great value and satisfaction

leading to the enhancement of the students’ overall educational experience

(Andaleeb and Caskey, 2008).

A canteen is one of consideration of how the university value its people. it

reflects on how the school gives significance to people that has association to it.

Th growth and development of the canteen shows how the school value the

physical health of each and every one of its people. Its function is not only to sell

food but also it has the capability to cause students to mingle, step out, socialize,

and develop friendships, an area where you can study, and a place to just sit back,
 12

relax and take a breath from all the school works (Adel Tamano, 2011). The school

canteen has an important role with educational and modelling aspect of students

and faculties for healthy eating habits. It is a place of promotion to enjoy healthy

eating. Inside a canteen, the food purchased makes an important contribution to

the students’ overall food intake and nutrition; therefore, it totally makes to ensure

the best food possible is available to enhance their ability to learn (Australian

Government: Department of Health, 2013).

Schools are in a different position to develop healthy dietary behaviors. The

school canteen should provide menus that promote a healthy diet. It needs to make

sure that students get the right amount of nutritious foods and at the same time not

limiting their food choices. It is important that the food prepared by the school

canteens contains all the nutrients needed by the students (Brener et al., 2009).

Related Studies

Foreign

A study submitted by Sharon McBride stated that as the school canteen is

part of the school environment, it has the responsibility to support classroom

programs and provide food that is consistent with the dietary guidelines provided.

Additionally, the school canteen is an integral part of the school environment, it

should reflect and support the educational aims and values of the school. Included

in the study is what Glanz and Mullis noted that usually only the “safety” of food is

considered, and not necessarily the “healthfulness”. The study indicated that a

number of issues need to be addressed in regard to the students with their

 13

satisfaction and dissatisfaction in the school canteens which resulted them to the

recommendations of having further research investigating the effects of canteen

menus on other nutrients and the impact of a healthy school food service (1991).

According to a research conducted by Rebecca Wyse from the University

of Newcastle and published in the New Zealand Journal of Public Health, two

trained dietitians independently classified each menu item from the canteen menus

from 70 randomly selected NSW Government schools as ‘green’ (good sources of

nutrients), ‘amber’ (some nutritional value, but moderate levels of saturated fat,

sugar or salt), and ‘red’ (lack adequate nutritional value, and high in saturated fat,

sugar or salt) which was according to Fresh Taste guidelines (2016).

Through a survey conducted throughout Victorian schools, the results

concluded that most schools would want to improve the nutritional quality of their

food services, especially via school food policies (Maddock, Warren, and

Wormsley, 2005).

Usman et. Al (2010) conducted a study which aimed on the influence of the

different quality of student satisfaction in higher educational institutes of a big

division of Punjab, province of Pakistan. In this study, both public and private

school were included. A convenience technique was used to record the responses

of 240 students at a response rate of 96%. With the help of SPSS and AMOS, the

analysis of data was done. The results showed that the students’ satisfactory level

was based on how much they trust on the quality of the infrastructure, education,

knowledge, and abilities of the faculty and other essentials academy development

like digital labs, and quality of the things in the library. The reliability and
 14

persistency of the service like cafeteria, playgrounds, class set up, and decoration

was also sought by them. it revealed that compassion, coordination, and kindness

were the values that greatly add the quality to the service of illiteracy institution.

In a study conducted by Douglas, Jaqueline Ann (2014) tackled about the

satisfaction and dissatisfaction of undergraduate students across two north-west

university business schools in the United Kingdom towards different areas of the

school environment, including the supporting service environment. According to

the research conducted: there are certain points that determines a student’s quality

within the services of the school and its facilities, including the student’s education.

Namely: access, attentiveness, availability, and communication. Other

determinants were mentioned within the results of their surveys, these are

motivation, reward, social inclusion, usefulness, value for money, and fellow

student behaviors. The study emphasized the fact that what contributes to the

satisfactory and dissatisfactory student experience are the marketing services set

inside the campus, especially the services’ quality and cost of items. A facility of a

school, especially a university facility should drive the students to their satisfaction

and dissatisfaction because the students’ feedbacks are used in means of

perceptions provided for specific areas inside the school being utilized. The

researchers’ results showed that students somehow have positive feedback when

it comes to the ranges of teaching and learning. But, some qualities showed a

neutral feedback. Those qualities were the care, cleanliness, comfort,

commitment, competence, courtesy, flexibility, friendliness, functionality, integrity,

motivation, praise, reliability, responsiveness, security, and other student

 15

behaviors in regard to the respondent’s experiences with the services inside their

respective schools. Recommendations were given in the study as of that schools

and their staffing groups are areas that should be focused on because they are the

ones who will determine the satisfiers and dissatisfiers that can impact the

students’ behavior inside the campus, even including the word of mouth that can

strongly influence the certain school’s reputation.

Briefel, Ronette (2008) discussed that certain menus or foods served inside

the cafeterias of public schools in the United States of America are reducing

energy from the students because of the low-nutrient and energy-dense foods

being served. The statistics of their study showed how French fries and sugar-

sweetened beverages contribute to the calories of the children. Specifically, sugar-

sweetened beverages consumed inside the school contributed at least 29kcal –

46kcal to the students, while French-fries and other snacks alike reached about

52kcal.

Obesity is something that regularly occurs when it comes to school children,

not just at United States, but also at specific areas around the world. It is a crisis

within the children. (World Obesity Clinical Care, 2004) The study of Ronette

(2008) concluded that to improve students’ diet and to reduce obesity, changing

school food environments and practices are important not just for the crisis the

country and the world is facing, but also for the welfare of the children.

Kubik, Martha (2003) examined in her study the connection between young

adolescent’s dietary behaviors and school canteen foods being served during
 16

breaks. According to the study that was conducted, the food consumption

happening inside the schools is majority associated with saturated fats and are not

positively in terms with fruit/vegetable intake. Concluded is that school-based

programs and projects that are supposedly aiming to promote healthy eating

among the students should target school-level environmental factors.

According to a research conducted by Rebecca Wyse from the University

of Newcastle and published in the New Zealand Journal of Public Health, two

trained dietitians independently classified each menu item from the canteen menus

from 70 randomly selected NSW Government schools as ‘green’ (good sources of

nutrients), ‘amber’ (some nutritional value, but moderate levels of saturated fat,

sugar or salt), and ‘red’ (lack adequate nutritional value, and high in saturated fat,

sugar or salt) which was according to Fresh Taste guidelines (2016).

According to another research conducted at a college in northwestern

Pennsylvania, the results suggested that the three most important variables that

explain student’s satisfaction regarding the school canteen services are staff

behavior, food quality, and price. Other significant includes the atmosphere,

responsiveness, and cleanliness. Attention to these variables could enable those

in charge of food services to deliver great value and satisfaction leading to the

enhancement of the students’ overall educational experience (Andaleeb and

Caskey, 2008).

A study submitted by Sharon McBride stated that as the school canteen is

part of the school environment, it has the responsibility to support classroom

 17

programs and provide food that is consistent with the dietary guidelines provided.

Additionally, the school canteen is an integral part of the school environment, it

should reflect and support the educational aims and values of the school. Included

in the study is what Glanz and Mullis noted that usually only the “safety” of food is

considered, and not necessarily the “healthfulness”. The study indicated that a

number of issues need to be addressed in regard to the students with their

satisfaction and dissatisfaction in the school canteens which resulted them to the

recommendations of having further research investigating the effects of canteen

menus on other nutrients and the impact of a healthy school food service (1991).

Jisook Jung et al. (2009) conducted a study which aims to compare

student’s satisfaction with school food service environment to upgrade the quality

of middle school service. A survey was given to 680 students from 6 middle schools

and supplied school meals from October to November 2007. The questionnaires

were directly handed out to the subjects for comparison of satisfaction of school

meals depending on the environment and place. As for the amount of food,

classroom group showed higher satisfaction than cafeteria group, but as for the

satisfaction specifically on hygiene, classroom group expressed lower satisfaction

than cafeteria group. It was recommended to improve the location and hygiene of

school meal as well as the availability and area of the cafeteria and pleasant

environment needs to be shown and established.

 18

Local Studies

Echiverri (2011) studied the management of the school canteen in the

Laguna State Polytechnic University campuses. These are the following

conclusions: (1) Majority of the canteens were handled by private individuals and

discovered all canteen facilities and equipment were quite sufficient; (2) food

attainment was handled by outside paid helpers; (3) canteen managers assured

that the food to be cooked was washed carefully and prepared nutritiously; (4)

generality of the canteens were implementing self-service when it comes to food

serving; and (5) canteen operations have problems including lack of personnel and

staffs, inadequate time in preparing food, source of water supply and students’

selection for unhealthy foods like junk foods instead of healthy and nutritious one.

A 2013 (Bana) study tried to identify the strengths and weaknesses in

canteen management in canteen management of the Ilocos Sur Polytechnic State

College regarding food preparation and price, accessibility of the place, ability to

serve countless expectations for the college. The study suggested the

professionalization of the canteen managers and employees by training them on

correct and proper handling and serving of food, also formal interaction, and

management with the customers. A canteen management committee was also

proposed which will act as the authority of school to assure good quality of the

services of the canteen to its customers also the openness in its operation.

A group of college students, Bachelor of Science in business administration,

major in marketing management conducted a research which measures the level

 19

of student’s satisfaction of TSU cafeteria services, which aims to measure the

student’s satisfaction in terms of the canteen service provided: such as ambiance,

cleanliness, taste of food, amount of serving, etc. Based on the findings which have

found, the following conclusions were drawn: (1) student’s satisfaction is

achievable if the services provided are well organized and emphasized; (2) the

overall hygiene and sanitation were observed in TSU cafeteria but not all

throughout the area and lastly,; (3) the service was observed enough to fulfill the

demands of the students even though there were weaknesses, it was considerable

and needs attention (Yumul et al., 2014).

A research submitted by Dumlao, Maria Erica (2014) explained how it is

necessary for the school canteen to hear the suggestions and comments of the

students mainly because they are the main clients of the facility. Meeting the

demands, needs, and preferences of the students would be a viable factor in

establishing the management of the school canteen and its services. According to

this research, determinant factors have notable influences on food preferences,

which makes it necessary to identify these determinant factors in order to create

the ideal menu that will suite the desired preferences of the students. Additionally,

these certain factors are vital in developing a canteen management programs.

Assessed by Caballero (2009), findings within the research conducted at

Bulacan State University showed that respondents significantly disagree to the

food and services offered at the school’s canteen because of how the computed

value is greater that the tabular value of 1.960 at 0.05. A cycle menu was proposed

which is good for about three months prior. This cycle menu can ensure that
 20

offered items from the menu are not repeated to address the varied preferences

of the clients, which are the students.

Another study made by Jamil (2013) assessed the canteen in San Pedro

Relocation Center National High School, which was actually concessional. The

canteen was found to be effective with its service to the students and to the faculty.

This was because of the fact that concessionaires are more prone to further

evaluation of the administration before the contract is to be renewed within the

prior date. Because of this, a healthy competition among canteen concessionaires

were made in which they have to perform their best by offering good food of

affordable prices along with good services as well. This study emphasized how the

fact that the monthly rentals are in some ways, a good source of income for the

school administration. According to the concessionaires, payment problems occur

from time to time, especially during examination and near vacation periods,

because during this time, return of profit is rather a very hard task where students

and teachers are not willing to buy from the canteen and instead, would go home

early. Although, enrollment periods are taken as a good opportunity for these

concessionaires as bulks of students and even parents or guardians visit the

canteen to buy refreshments and meals. Therefore, this study recommended that

as a matter of a new policy in school canteen management, payment schemes

should be more flexible during the time when sales are low.
 21

CHAPTER III

METHODOLOGY

In this chapter shows the methods, procedure and techniques used by the

researchers for the study.

Research Design

In this study, the researchers used the descriptive kind of research, which

aimed to define the level of satisfaction of junior high school students of Adamson

University on school canteen services. The researchers did a survey method and

this research includes qualitative description and information. For example,

different levels of satisfaction had been answered by the junior high school

students on their contentment regarding school canteen services.

Sampling Technique Used

Simple random sampling had been used by the researchers while

conducting survey questionnaires to the respondents. Study shows that the Target

Population is to have exactly 40 junior high school students of Adamson University.

The researchers divided the target population into 4 (Grade 7 - Grade 10) and

strategically chose at least one student from each sections of grade 7 up to grade

10 and the remaining survey questionnaires were answered by the students from

creme sections of grade 7 to grade 10.

 22

Instrumentation

Through a questionnaire, the researchers used it as an instrument for this

study. The questionnaire contains 9 questions. The first question tells about which

canteen the respondents usually visit. The next question answers how many times

the respondents go to the school canteens of Adamson University. The fourth to

sixth and eighth questions are answerable by yes or no where it tells if the school

canteens are clean, it also asks if the respondents are satisfied with the food and

menu provided by the school canteens. The remaining questions inquire about

how the junior high school students rate the school canteen’s ambience and how

satisfied the respondents are with the school canteen services. Every question in

the questionnaire was comprehended to the researcher’s needs.

Procedure

The first thing the researchers must do is evaluate how the study would be

conducted. The researchers used questionnaires and distributed to at least one

respondent from each sections of junior high school and gave the remaining

number to creme sections.

After conducting the survey, the researchers gathered the data and started

to tally the questionnaires. Then, findings are formulated, and conclusions were

drawn from the data.

 23

CHAPTER IV

PRESENTATION, ANALYZATION AND INTERPRETATION OF DATA

This chapter presents the data gathered and collected in the study. It is the

presentation, analysis, and interpretation of data from the students of Adamson

University canteen services. The findings were presented in tables to make the

analysis apparent and more interpretative.

Statistical Analysis of Questionnaire Items

After conducting the survey, the researchers have drawn the following

tallies and result for the survey questionnaires.

Table 1

Location: Frequency: Percentage:

FRC Canteen 23 46%

Question #1:

CS Annex Canteen 20 40%

Which canteen/s

do you normally JP Canteen 6 12%

go to buy foods?
1 2%
Others
50 100%

Table 1 shows which canteen/s the students usually visit to buy their food.

It is visible that 46% of the students usually go to the “FRC Canteen”. Followed by
 24

the “CS Annex Canteen” with 40% of respondents. While a minimal number of 12%

visit the “JP Canteen” to buy their meals and refreshments.

The school canteen plays a vital role within the educational and modelling

aspect for healthy eating habits. It is a place to promote the enjoyment of healthy

eating. The food purchased inside a canteen makes a significant contribution to

the students’ total food intake and nutrition; therefore, it totally makes to ensure

the best food possible is available to enhance their ability to learn (Australian

Government: Department of Health, 2013).

Table 2

Number of Visit: Frequency: Percentage:

Question #2:
1 13 32.5%

How many times

2 27 67.5%
do you visit the
0 0%
canteen daily?
No
40 100%

A closer look at Table 2 reveals how many times the students usually visit

the canteen/s in a day-to-day basis. This table shows that 67.5% of the students

visit the canteen at least two times a day to buy their food. While 32.5% of the

students go to the canteen for only once a day.

 25

When it comes to implementing solution to the problems in nutrition, school

is the place where it should be since the students, teenagers, and young adults

consumes more time in school than being at home, meaning they eat more in

school rather than at home. This statement shows how significant the satisfaction

of students towards the school canteen because it shows that they spend more

time in school than at their own homes (Cartagena, 2014).

Table 3

Scale Level: Frequency: Percentage:

1 2 5%

2 3 7.5%

3 18 45%

4 12 30%

5 5 12.5%

Question #3: In the scale of 1 to 5, how satisfied are you with the school

canteen services?

The level of satisfaction of the students with the school’s canteen services

can be seen at table 3. From the table, it is shown that 5% of the respondents have

the lowest level of satisfaction amongst the Junior High School students of

Adamson University. While 7.5% of the students are in the level of being

dissatisfied. Having the largest percentage taken, 45% of the respondents are
 26

fairly satisfied with the services provided. 30% of the respondents are satisfied with

the services provided by the school canteen. Lastly, 12.5% of the respondents

have the highest level of satisfaction amongst the Junior High School students of

Adamson University.

A student’s level of satisfaction can only be achieved if the services of the

facility are well systemized and prioritized. Satisfaction is a frequently used

marketing term that measures how services supplied by the canteen meet the

student’s expectation and standards. It is also a determinant that indicates the

performance within the business and is often part of a balanced scorecard. In a

broader perspective, customer satisfaction is seen as a key differentiator and

increasingly has become a key element of certain business strategies. (Yumul et

al., 2014).

Table 4

Yes—No: Frequency: Percentage:

Yes 26 65%

No 14 35%

Question #4: Are you satisfied with the menu provided by the canteen?

Table 4 reveals that 35% of the students are dissatisfied with the current

menu administered by the school canteen management. While 65% of the

students were contented with this particular menu offered by the canteen.
 27

Education Secretary Leonor Briones signed an order last March 14, 2017

regarding the strategies that will promote healthy diets and positive eating

behaviors and provide a healthy eating environment in public schools and DepEd

offices nationwide. A specific menu was recommended which should be in line with

the following: achieves energy balance and a healthy weight, limits energy intake

from total fats and shifts fat consumption away from saturated fats to unsaturated

fats and toward the elimination of trans-fatty acids, increases consumption of fruits

and vegetables, limits the intake of free sugar, and limits salt (sodium)

consumption from all source. It is said that one of DepEd’s strategies is to make

sure every school develops its own healthy menu, with food and drinks that are

nutritious and affordable (Geronimo, 2017).

Table 5

Yes—No: Frequency: Percentage:

Yes 24 60%

No 16 40%

Question #5: Is the canteen maintained cleanly?

Table 5 shows if the canteen is maintained clean every day. As shown, 60%

of the students foresee that the canteen/s is maintained clean and at least 40% of

the students don’t approve with the cleanliness shown inside the canteen/s.

Consumable drinking water, facilities for washing, a clean, spotless,

ventilated environment, nourishment spreads, and compartments must maintain

 28

its tidiness and continuously preserve its safety. With regards to food safety

standards, it would address to meet the needs of the students and it would fulfill

them (DepEd, 2007). The results suggested that the three most important variables

that explain student’s satisfaction regarding the school canteen services are staff

behavior, food quality, and price as indicated to another research conducted at a

college in northwestern Pennsylvania. Other significant includes the atmosphere,

responsiveness, and cleanliness.

Table 6

Yes—No: Frequency: Percentage:

Yes 18 45%

No 22 55%

Question #6: Are you satisfied with the school’s canteen services?

Table 6 reveals the percentage of students who are satisfied and

dissatisfied with the school’s canteen services. 55% of the respondents answered

“NO”, while 45% answered otherwise. Since more than half of the respondents are

interpreted as unpleased, it only shows that the school canteen is not giving

sufficient services to its students.

Satisfaction is defined as a state of mind where a customer’s needs, wants,

standards, and expectations throughout the product of service haven’t been met

or on the other hand, exceeded. Some researchers agree with the idea that

satisfaction can be measured by evaluating the performance, making inclusions of

 29

disconfirmation processes. Satisfaction not only deliberates elements, but also

includes emotional factors in determining customers’ satisfaction (Anton, 1996).

If Yes, what are the reasons or factors for you to be satisfied with the
school’s canteen services?
45% of the respondents are satisfied with the school canteen services in

which, according to them, the staffs were friendly and that they greet the

respondents when they visit the canteen. Most of the time, it is not the ambience

that is considered by the customers but rather the services that the staffs are

presenting towards the customers (Dexter, 2012). A grade 7 student stated that,

“One of the services of the canteen is keeping the place clean

Table 7: Factors of Dissatisfaction of the Students

Factors: Frequency: Percentage:

Expensive prices of Food 14 28%

Small varieties of food served 14 28%

Poor Sanitation 10 20%

Location 5 10%

Facility 7 14%

If No, what are the reasons or factors that lets you be dissatisfied with
the school canteen services?
 30

As for the 55% who are dissatisfied with the school’s canteen services, table

5 reveals that 14 respondents have stated that the price and the variety of food

has been one of the major reasons of their dissatisfaction, while the least factor is

the location of the building with only 5 respondents

Table 8

Level: Frequency: Percentage:

Poor 2 5%

Fair 13 32.5%

Good 24 60%

Excellent 1 2.5%

Question #7: What is your opinion about the canteen ambience?

Table 6 shows the opinions given by the students in accordance with school

canteen’s ambience. Having the largest percentage, 60% of the respondents’

opinion is “Good” and 13% are “Fair”.

Studies have shown ambiance as an important contributing factor to a long-

term profitability. It can affect everything from perceptions on responsiveness and

reliability, how much and how fast customers eat, how much they spend, how long

they stay in the restaurant, if they decide to return and more. Setting the right

atmosphere can make customers or clients feel comfortable and enjoy the

experience while eating (Heap, Dustin, 2014). The ambience can exert a rather
 31

strong influence on people’s food decisions. In order to facilitate students to make

the right and healthy food choices and preferences and to develop healthy eating

habits, it is important that the school food environment is healthy and comfortable

to adapt with (Journal of Public Health, 2012).

Table 9

Yes—no: Number: Percentage:

Yes 25 62.5%

No 15 37.5%

Question #8: Do you think the canteen/s offer good and healthy food?

It can be seen from the table that majority of the respondents with a

percentage of 62.5 agree that the school canteen offers a variety of good and

healthy food. While 37.5% do not consider these healthy and good for their

nutrition.

Students go to school to learn, part of what they are educated with is healthy

food and nutrition. Due to the food industry’s influence, what they acquire about

nutrition isn’t ideal, which is why the food served at school should set a healthy

example. Indeed, students may favor unhealthy foods, but the hypocrisy is not

pointed at them when schools serve food that is not healthy. Students are more

likely to become advocates of healthy eating at home when they learn about and

experience healthy eating at school. Learning about healthy eating is a life lesson
 32

that not only helps each student, but continuously gives a positive impact on their

families and generations to come (Hamlin, Amie, 2014).

According to the 37.5% of respondents who disagreed that the school

canteen offers healthy food, it was not balanced. Most of the time, the foods were

not healthy and some other time, the canteens serve meat which was stated in

most of the answers of the respondents. Also, the students were complaining that

most of the food were processed in which, according to Medical News Today by

Kris Gunnars, there are 9 ways that processed foods harm people and one of them

is having artificial ingredients such as: preservatives which are chemicals that

prevents the food from rotting; colorants, chemicals that are likely used to apply

color to the food; flavor, a chemical that gives the food a specific taste; and lastly

texturants, that gives a particular textures (2017).

 33

CHAPTER V

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

This chapter contains the summary of the data being gathered and the

researcher’s conclusions and recommendation.

Summary of Findings

1. The most visited canteen that the students go to is the FRC canteen followed

by the CS Annex Canteen and JP canteen.

2. The students visiting the canteen twice a day has a percentage of 67.5%, while

32.5% of the students visit the canteen for only once.

3. 5% of the respondents have the lowest satisfaction level, 7.5% for the

dissatisfied level, 45% are fairly satisfied, 30% are in the “satisfied” level and

12.5% for the highest level of satisfaction.

4. 65% of the respondents are contented with the particular menu offered by

canteen while 35% of the respondents are not.

5. Most of the respondents are satisfied with the sanitation and cleanliness of the

canteen.

6. 55% of the respondents are dissatisfied with the school canteen services while

45% are satisfied.

 34

7. The respondents are satisfied because of the nice attitude and treatment of the

staffs toward their customers. On the other hand, the respondents are dissatisfied

because of the high price and the current variety of food they have.

8. 62.5% of the respondents agreed that the canteen offers good and healthy food

while 37.5% do not consider the food offered healthy.

9. 60% of the respondents observe a good canteen ambience while 13% said it is

just fair.

Conclusions

This study concludes that the canteen still lacks in terms of menu that is

being offered to the customers and they don’t provide the right services for the

majority of their customers. Good greetings and nice treatment are one of the

factors contributing to the satisfaction of the customers. On the other hand, high

prices and the insufficient variety of food offered are the reasons as to why there

are students who are dissatisfied. As an advantage, the canteen has good and

clean facilities and they observe a good atmospheric ambience. The canteen still

offers some good and healthy food, considering that the students still prefer to go

to the canteen as their food source even if they are satisfied or dissatisfied with it.

Recommendations

Based on the conclusions of the study, the following recommendations have

formulated:

1. The canteen should have a large variety of food to serve to their customers daily.
 35

2. The canteen should provide quality, healthy and nutritious food to supply their

customer’s needs.

3. The canteen should also provide surveys to their customers on what food they

want to serve them with.

4. The canteen should maintain and improve their cleanliness and sanitation of

their facilities.

5. The canteen should improve their services like on how they serve the food to

the customers, their way in taking the order, and their way in giving the order to

the customers.

6. The canteen should set a price where it would be equal to both workers and

customers.

7. The canteen should ask their customers about the good or bad things they

observe within their business.

8. They should ask for suggestions from the customers so that they could able to

serve them better.

9. The canteen staff and personnel should maintain a good canteen ambiance.