Factors Influencing Student

Republic of the Philippines
Department of Education
TANDAG NATIONALSCIENCE HIGH SCHOOL
Tandag City, Surigao del Sur
HUMANITIES AND SOCIAL SCIENCES
Chapter 1
THE PROBLEM AND ITS SETTINGS
Introduction
A canteen is a place where food is to be served and eaten, where different snack
and drink products are sold. A school utilizes a canteen to meet the food nutritional
needs of its students in order for them to have the energy in to accomplish the task that
they would do for the day. The canteen staff or personnel are people who run the
canteen. They are the ones who interact with the students and ask for their orders. They
are the ones who serve the students meal. They are responsible for keeping the facility
in a proper shape so that the students are able to feel satisfied about the environment.
The products that are commonly sold in the canteen are biscuits, different kinds of
beverages, and meals. Food plays a big role in a student’s daily life. This is where the
students get their energy to have the ability to work their body and minds and overcome
the challenges the school has to offer.
The Department of Education is strongly committed to support student’s health
and well-being through its curriculum is schools and range initiatives that offer
opportunities for physically fit individuals who love rating healthy foods. School are
encourage to implement comprehensive health and well-being programs, including food
and nutrition education. The establishment and operation of school canteen is important
1
in developing love and interest in buying nutritious and healthy food among students,
faculty and the school personnel, making it possible for them to enjoy nutritious and
healthy food at affordable prices during the school day. The canteen should also
provide the students variety of foods and dishes to enhance their skills and knowledge
(DepEd Order No. 8 of 2009).
The satisfaction of the students about the service they should receive from institutional
food service and today they are more sophisticated and are exposed at an early age to
variety of dining experience including ambiance, cleanliness, taste of food, amount
serving, and variety of food, customer service, price and nutritional value of food
services. The schools are strongly committed to support student health and physical
wellbeing. As Plato said “a sound mind is a sound body”. The establishment and
operations of school canteen is important in developing this commitment.
School canteen is perhaps the busiest place in school. It is the place where
almost every student is expected to pay a visit at least one or two times a day, and that
not just to have a taste of some delicacies but also to brush him or herself up with the
latest information real or based on some rumors. The purpose of the study is to
determine the student’s satisfaction in terms of food services provided by the school
canteen. Student’s satisfaction was based on the canteen ambiance, cleanliness,
facilities, features and prices.
2
Theoretical Framework
This study was anchored the Assimilation theory is based on (Festinger’s 1957)
dissonance theory. Dissonance theory posits that consumers make some kind of
cognitive comparison between expectations about the product and the perceived
product performance. This view of the consumer post-usage evaluation was introduced
into the satisfaction literature in the form of assimilation theory. According to
(Anderson,2011) consumer seek to avoid dissonance by adjusting perceptions about a
given product to bring it more in line with expectations. Consumers can also reduce the
tension resulting from a discrepancy between expectations and product performance
either by distorting expectations so that they coincide with perceived product
performance or by raising the level of satisfaction by minimizing the relative importance
of the disconfirmation experienced.
According to (Payton et.al 2009) argues that Assimilation theory has a number of
shortcomings. First, the approach assumes that there is a relationship between
expectation and satisfaction but does not specify how disconfirmation of an expectation
leads to either satisfaction or dissatisfaction. Second, the theory also assumes that
consumers are motivated enough to adjust either their expectations or their perceptions
about the performance of the product. Therefore, it would appear that dissatisfaction
3
could never occur unless the evaluative processes were to begin with negative
consumer expectations.
Disconfirmation theory indicates that customers compare a new service
experience with a standard they have developed. Their belief about the service is
determined by how well it measures up to this standard. The theory presumes that the
customers make purchases based on their expectations, attitudes, and intentions
(Oliver, 1980). Later, during or after consumption, a perception of performance occurs
as customers evaluate the experience. The process is completed when customers
compare the actual service performance with their pre-experience standard (Beardon,
et al. 1980) or expectation. The result is confirmation, satisfaction or dissatisfaction.
These are four components to this paradigm- expectations, perceived
performance, disconfirmation, satisfaction. The level of expectations represents pre-
consumption expectation. Performance refers to the customer’s perception of service.
Disconfirmation results if there is a discrepancy between expectations and performance.
Finally, satisfaction is determined by combining the satisfaction outcomes for the
various attributes of the service.
4
Conceptual Framework
Student’s Satisfaction of the

Demographic profile of the Food Services Provided by
respondents the School Canteen of
1. Age Tandag National Science
2. Sex High School
3. Year Level
Figure. 1
Schematic Diagram of the Study
5
Statement of the Problem
This study is set out to address the following questions:
1. What is the demographic profile of the respondents in terms of:
1.1 Name (Optional)
1.2 Age
1.3 Sex
1.4 Year Level
2. What is the satisfaction level of the Tandag National Science High in the school
canteen as to the following:
a. Nutritional Value
b. Management styles and Services
c. Price
d. Cleanliness of the Canteen and Staffs
3. Is there a significant difference between the demographic profile of the
respondents and the satisfaction level of the food services provided by the school
canteen?
6
Significance of the Study
The purpose of the study is to determine the significant relationship between the
levels of the student’s satisfaction of the food services provided by the school canteen
of Tandag National Science High School. The study results may be beneficial to the
following:
School Administrators. The results may provide information as basis for policy
in formulation and improvement of canteen services provided to the students of
TNSHS. This may help school principals to provide assistance in the provision of
canteen facilities to be included in the school improvement
plan.
Canteen Managers. This may provide the necessary data for the canteen
managers to identify their priority areas of improving the canteen services to better
serve its customers, the students.
Teachers. This may encourage teachers to give feedback to the administration
and school canteen managers for improvement of services like affordable prices,
nutritional foods, facilities, maintaining cleanliness, and sanitation.
Students. This study would be beneficial to students for them to understand the
realities about the canteen operations and the basic services that are expected to
be provided by the school.
7
Future Researchers. This may serve as basis for those research enthusiasts to
conduct further inquiry regarding canteen service quality and student satisfaction.
Scope and Limitation
This study aims to determine the status of the school canteen, particularly
identifying the aspects in the operation that should be improved. Likewise, it is the
objective of this study to evaluate the difficulties encountered by the Senior High
student’s as to the kind of service that they received. Moreover, the research attempt to
provide the most appropriate and effective ways in hiring managers who will oversee all
matter pertaining to school canteen supervision. Finally, this research may provide
opportunities for reflective thought and thereby enhance professionalism among
members of the cooperative, so that they improve efficiency and offer delicious yet
affordable food.
This study focused only the responses perceived by the Grade 7-12 students of
Tandag National Science High School about the student’s satisfaction of the food
services provided by the school canteen of Tandag National Science High School. The
respondents were only taken, the Grade 7-12, which is represent the entire student
population of the said school. Hence, the result may truly represent the reality in the
school canteen as perceived by the entire population of the said school.
8
Definition of Terms
For better understanding of this study, several relevant terms are defined as
follows:
Canteen. A canteen is a store that sells food and drink at an institution like a
camp, college, or military base.
Food. Food is anything that you can eat and digest. Your body needs food to
grow and live.
Satisfaction. Satisfaction is the act of fulfilling a need, desire, or appetite, or the
feeling gained from such fulfillment.
Services. Performance of duties or provision of space and equipment helpful to
others.
9
Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter reviews related literature and studies which serves as frame of
reference for this study. Related literature and studies, foreign and local, are presented
such that some of the present study’s variables have been tackled.
Related Literature
Foreign
According to Dana (2016) she states that nutrition is very relevant in improving a
student’s ability to learn. It is very important to choose the right and proper equipment to
be used in preparing the food for the students as well as the equipment the student will
use. Having properly prepared food will boost the satisfaction of the students.
Customer services are intangible or tangible value increasing activities which are
related with products or services indirectly or directly to meet customer expectations
and then to provide customer satisfaction and loyalty (Kursunluoglu, 2011)
The State Government of Victoria (2016) said that school canteens and other
school food services are important educational resources. They have an important role
in the provision of food to students and the school community as well as being an
integral part of the school environment. The school canteen should reflect the
10
educational goals of the school and support and complement student learning. When
consumed daily, the food provided through the school canteen may comprise a third of
a student’s total daily intake and have a significant influence on their health and
nutrition. This shows how important the school canteen is and how it plays its role on
the student’s daily lives. It is said the canteen reflects the educational goals of the
school, so it means the more the canteen is well managed then the more its goals and
values are being uphold.
According to the State Government of Victoria (2016), the proper ways of
managing a school is by properly determining the product, price, place, and promotion.
Place means it is the environment of the canteen in which the foods and drinks are
arranged in order to be sold properly. The demeanor of the canteen must be properly
upheld in order to maintain the canteen’s image in a positive or good way. The canteen
must be an attractive place. It must be appealing to the people in order to attract more
customers. It must be well maintained in order to remain its ambiance and make the
people who visits it enjoy their time. In creating the layout, design and appearance of
the canteen, consider if it has plenty of room and space, it is easily accessed by the
people, and must be well maintained. One of the most looked factors of a canteen is a
price. Price is the amount of money expected, required, or given in payment for
something. The canteen must ensure that they offer a selection low-cost items that can
fill the hunger of the students and ensure their vitamin needs. They must offer students
11
products that they can buy with their pocket money. Promotion is the further
development or growth of something. The school canteen must promote by properly
communicating with the costumers and encourage them in buying foods that are
healthy.
According to Sally Santacruz (2016), food storage is extremely important, the
food stored that are waiting for use can be breeding grounds of bacteria if they are not
properly stored. Sealed containers should be used when keeping items and properly
refrigerated before they reach temperatures in the danger zones.
4000 students were surveyed across 10 community colleges nationwide found
that more than half suffered from some level of food insecurity. A full 22% said that they
limit and skip meals because they could not afford to eat (EAB, 2016).
Local
As we all know, food is a basic necessity for a person. Food is one of the basic
needs that we must obtain in order to fulfill our hunger. Food does not only end the
hunger but it also gives the much-needed vitamins and nutrients for our body to function
and develop properly. According to Ginger Arboleda (2010), she said that food
industries are inevitable especially in a country of endless works. We need a place
where we can eat while we work and study. A school is a place where there are many
activities that uses up its student’s energy. A school provides a canteen as a place
12
where students can eat and relax and regain the energy for the rest of the day. She also
said that ambience and atmosphere is very important attribute that a canteen must
have.
In running a canteen, there are certain rules to be followed. There must be a
potable drinking water and facilities for washing, a clean and ventilated environment,
food covers and containers to maintain its cleanliness and for safekeeping. These rules
would help in making students comfortable and satisfied especially when it comes to
food safety standards (DepEd, 2009).
A canteen is a reflection of how the schools valued its people. The canteen
reflects how well the schools, in this case how the school gives importance to the
people that has a connection to it. The more the canteen grows and develop, means it
holds much more value to the people to socialize, to relax, and take a break from work.
A canteen not only matters in its function to self-different kinds of food, but its
ability to make students socialize and develop friendships, to be a study place for
people where they can maintain mental power, and a place to just sit back, relax and
take a break from all the school works (Adel Tamano ,2011).
13
Related Studies
Foreign
Consumer satisfaction has been conceptualized as either an emotion or cognitive
response to the service. Satisfaction as defined, it concedes many emotional
responses. When it comes to emotional basis in satisfaction, it is confirmed by the
consumer response. 77.3% used affective responses in describing satisfaction and 64%
of the personal interviews actually changed the question term satisfaction into a more
effective one. Literature and consumers recognized that this affective response varies in
intensity which depends on the situation (Giese et.al, 2009).
One-way schools can gain a competitive advantage in global competition is by
offering versatile facilities and high-quality services to its two main stakeholder groups:
staff and students. School campuses are used for school-related functions and to
support core activities, such as teaching, researching and learning. Thus, versatile
facilities on school campuses play an important role in achieving institutional goals and
thus have strategic values for these institutions and their stakeholders, such as students
and staff (denHeijer, 2011).
Customer satisfaction is defined as a state of mind in which the customer’s
needs, wants, expectations throughout the product of service life haven been exceeded,
resulting in future purchase and loyalty. Some researchers have supported the idea that
14
satisfaction can be measured from a perspective of evaluating performance, making
inclusions of disconfirmation processes. Satisfaction not only consist cognitive elements
but includes emotional elements in determining customer satisfaction (Anton, 2009).
Students are dissatisfied with the food quality, price and hygiene provided by the
cafeteria operators. Price and value and food quality are the important factors to
determine the level of students’ satisfaction in the university cafeteria (Xi et.al, 2009)
Canteen service is one of the welfare activities that the Government of India
provided to its defense forces and their families. The idea of canteen is founded way
back in the early twentieth century. The canteens played their role in uplifting the
standard of living to the defense personnel by giving them 50 percent of the remaining
profit towards providing safe and secure environment for shopping, lowering market
product prices, and boosting the morale by making them exclusive consumer of largest
retail network of India. The canteen had many different importance back then. They not
only sell food buy they helped the society to function more properly in order to grow and
develop more (Bhardwarj, 2011).
Local
Schools are the best places in implementing solutions to the problems in nutrition
since the students, teenagers, and young adults spend more time in school than being
at home. This means they eat more in school rather than at home. This statement
15
shows how important that the canteens must satisfy the students because it shows that
they spend more time eating in school than at their own homes (Cartagena, 2014).
According to Arlen Maniquiz (2009), she said that the effectiveness of the
cafeteria management does not only reflect the quality of its food but also it is reflected
by the quality of its service. Quality service that are characterized by being courteous,
friendly, democratic, and fair. In this statement, it shows the characteristics that can
satisfy the students when it comes to service.
They recommended that the good ambience, cleanliness, and taste of food are
the main satisfactory conditions that students look for. The factor that most students are
dissatisfied with is the price. They recommended that the school canteen understand
the situation of the students that they cannot afford the price of their food on a regular
basis and offer to give the students an option for their foods (Yumul et.al, 2014).
16
Chapter 3
RESEARCH METHODOLOGY
This chapter contains the research design, research locale, research respondents,
sampling procedure, research instrument, validation of instruments, data gathering
procedure, and statistical treatment of data. In this chapter, the validity of the study is
defined.
Research Design
The researchers used Quantitative Research Design, specifically the
descriptive method that is used to get information on the current status of a group of
individuals. It is used to describe what is in existence in respect to conditions or
variables that are found in a given situation and to collect data to demonstrate the
relationship together with the necessary information needed in the study.
Research Locale
The study will be conducted at Tandag National Science High School at Brgy.
Tabon-tabon, Quezon, Tandag City. The school is far from the city proper and the
students can’t easily cut classes. The vibe of the environment is cool and refreshing
since it is surrounded by the plants like rice, okra and corn.
Research Respondents
17
This study will be participated by selected students of Tandag National Science High
School who are enrolled in Junior High School and Senior High School. The total
population of the Grade 7 to 12 is 701 but only 255 of them will be the research
respondents.
Table 1
Distribution of Respondents
Year level Population No. of Respondents
Grade 7 60 22
Grade 8 47 17
Grade 9 42 15
Grade 10 22 8
Grade 11 302 110
Grade 12 228 83
Total 701 255
18
As shown in the table, out of 701 students in Junior High School and Senior High
School who are enrolled in Humanities and Social Science. The researcher have 22
participants in Grade 7, 17 in Grade 8, 15 in Grade 9, 8 in Grade 10, 110 in Grade 11
and 83 in Grade 12 for a total of 255 respondents. As shown in the table, out of 701
students only 255 are selected as research respondents.
Sampling Procedure
The researchers will be using stratified random sampling in identifying the
respondents who will answer the quistionnaire. Stratified random sampling is a method
of sampling that involves the division of a population into smaller groups known as
strata. After identifying the number of the respondents. We used Slovin’s formula in
getting the appropriate sample sized. This formula is evaluated as n = N / (1+Ne2).
Research Instrument
In the said design. The researchers will use survey questionnaire in gathering
information. The questionnaire is made by the researchers and will be submitted to an
experienced practitioner to review the questionnaires and to ensure that the items were
unambiguous for the research study. This is the most suitable instrument to use since
various data gathered from a large number of respondents.
The survey questionnaire contained a short introduction in the beginning. This
includes the instruction on how the respondents would answer the questionnaire. The
questionnaire was divided into two sections. The first section deals with the personal
19
data of the respondents which include name, year level, sex and age. Second section
deals with the questionnaire. It used a four-point Likert scale ranging from 1-4,
indicating a response of strongly disagree, disagree, agree and strongly agree. Scoring
was also used to determine the adjective rating in each indicator.
Validation of the instrument
The demographic questionnaire, and the interview questions were submmited to
face validation and approval. Three professional members of the faculty were chosen by
the researchers to scrutinize on the face, construct and content validity to ascertain
whether the instruments accurately represents the variables under the study in line with
the purpose and and objectives of the study. Their suggestions, commentaries and
recommendation will be accepted and applied for the further adjustment of the trial
questionnaire.
Data Gathering Procedure
In gathering the data, researchers will ask permission from the principal to
conduct the study. After being approved, the researchers will distribute the survey
questionnaires to the respondents. The responses of the students will be gathered and
analyze.
Statistical Treatment of Data
To facilitate data analysis and interpretation the following statistical treatment is
used in this study.
20
Frequency Count and Percentage. This tool is use to determine the
demographic profile of the respondents and the student’s satisfaction of the food
services provided by the school canteen.
Weighted mean. This tool is use to determine the student’s satisfaction of the
food services provided by the school canteen.
ANOVA. This is use to determine the significant difference between the
demographic profile of the respondents and the student’s satisfaction of the food
services provided by the school canteen.
21
SURVEY QUESTIONNAIRE
“STUDENT’S SATISFACTION OF THE FOOD SERVICES PROVIDED BY THE SCHOOL

CANTEEN OF TANDAG NATIONAL SCIENCE HIGH SCHOOL’’
Dear Respondents,
We would like to ask you a favor to participate and be part of our study. Your help
is really needed for us to accomplish everything in this research.
Thank You.
The Researchers
Direction: Put a check (/) on the box that corresponds to your answer.
Part : PROFILE OF THE RESPONDENT
Name: (Optional) ________________________________
Sex: [ ] Male [ ] Female
Age: [ ] 10-15 [ ] 16-20
Year Level: [ ] Grade 7 [ ] Grade 8 [ ] Grade 9 [ ] Grade 10 [ ] Grade 11 [ ] Grade 12
PART II – Student’s Satisfaction of the Food Services Provided by the School Canteen
of Tandag National Science High School.
Instruction: Please rate the factors using the following scale.
5 –Strongly Agree (SA) 3 – Neutral (N) 1 – Strongly Disagree (SD)

4 – Agree (A) 2 – Disagree (D)
Student’s Satisfaction (Nutritional Value) (SA) 5 (A) 4 (N) 3 (D) 2 (SD) 1
22
1. Food is healthy and nutritious.

2. Food is excellent in this place.
3. Foods serve in the canteen prevent us from disease
4. Foods serve in the canteen gives us the ability to
become an active student.
5. Foods in the canteen gives boost to our mental
capacity on studies.
6. Food is excellent in this place.
7. Do you like foods prepared at the school canteen?
Student’s Satisfaction (Price) (SA) 5 (A) 4 (N) 3 (D) 2 (SD) 1

1. Prices below are fair for the type of food serve.
2. Price is negotiable.
3. Prices are competitive.
4. Labeled the price properly base on the quality of
food.
5. Price is fair enough.
Student’s Satisfaction (Management styles and (SA) 5 (A) 4 (N) 3 (D) 2 (SD) 1
services)
1. Serving lines move quickly.
2. Are ypu satisfied with the menu provided in the
canteen?
3. Follows appropriate storage, handling and food
safety requirements.
4. Communicates well, keeping you informed of
price/changes, special and product availability.
5. Service here is consistent everytime I go.
6. I received exactly what I ordered in the way I placed
the order.
7. Employee’s are readily available to answer my
questions and concerns.
8. Employee’s are ready to address any special needs
customers have.
9. Employee’s are courteous and respectful.
10. Service is very prompt.
11. I have an excellent experience when I go to the
23
canteen.
12. My experience to the canteen has been quiet good.
13. I will continue going to this place in the future.
14. I will recommend this place to my friends.
15. There is sufficient variety of food to chose from.
16. I have an excellent experience when I go to the
canteen.
17. My experience to the canteen has been quiet good.
18. When I go to the canteen, my experience has been
just okay.
19. When I go to the canteen, my experience has not
been good.
20. My experience with this canteen is bad.
21. Offers an adequate range of products.
22. Convenient and provide suitable time for the canteen.
Student’s Satisfaction (Cleanliness of the Canteen and (SA) 5 (A) 4 (N) 3 (D) 2 (SD) 1
Staffs)
1. At the place, the facilities are very attractive and
comfortable.
2. The employee’s appearance is neat and professional.
3. Canteen area is hygenic.
4. Canteen maintained clearly.
5. Uses adequate handling procedures to ensure
products are not damaged.
6. Clean area.
7. Serving staffs clean the dishes, cutlery and
equipment well enough.
8. Canteen is well cleaned and structured.
9. Trashcans are in place to keep the garbages from
being scattered and throwned away everywhere.
10. Foods are properly served.
24

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Republic of the Philippines

HUMANITIES AND SOCIAL SCIENCES

THE PROBLEM AND ITS SETTINGS

the challenges the school has to offer.

The Department of Education is strongly committed to support student’s health

encourage to implement comprehensive health and well-being programs, including food

HUMANITIES AND SOCIAL SCIENCES

(DepEd Order No. 8 of 2009).

variety of dining experience including ambiance, cleanliness, taste of food, amount

operations of school canteen is important in developing this commitment.

canteen. Student’s satisfaction was based on the canteen ambiance, cleanliness,

facilities, features and prices.

HUMANITIES AND SOCIAL SCIENCES

into the satisfaction literature in the form of assimilation theory. According to

(Anderson,2011) consumer seek to avoid dissonance by adjusting perceptions about a

tension resulting from a discrepancy between expectations and product performance

either by distorting expectations so that they coincide with perceived product

performance or by raising the level of satisfaction by minimizing the relative importance

of the disconfirmation experienced.

shortcomings. First, the approach assumes that there is a relationship between

HUMANITIES AND SOCIAL SCIENCES

Disconfirmation theory indicates that customers compare a new service

customers make purchases based on their expectations, attitudes, and intentions

(Oliver, 1980). Later, during or after consumption, a perception of performance occurs

as customers evaluate the experience. The process is completed when customers

et al. 1980) or expectation. The result is confirmation, satisfaction or dissatisfaction.

These are four components to this paradigm- expectations, perceived

performance, disconfirmation, satisfaction. The level of expectations represents pre-

consumption expectation. Performance refers to the customer’s perception of service.

Disconfirmation results if there is a discrepancy between expectations and performance.

Finally, satisfaction is determined by combining the satisfaction outcomes for the

various attributes of the service.

HUMANITIES AND SOCIAL SCIENCES

Student’s Satisfaction of the

1. Age Tandag National Science

2. Sex High School

Schematic Diagram of the Study

HUMANITIES AND SOCIAL SCIENCES

Statement of the Problem

This study is set out to address the following questions:

1. What is the demographic profile of the respondents in terms of:

1.1 Name (Optional)

1.4 Year Level

canteen as to the following:

b. Management styles and Services

d. Cleanliness of the Canteen and Staffs

3. Is there a significant difference between the demographic profile of the

HUMANITIES AND SOCIAL SCIENCES

Significance of the Study

in formulation and improvement of canteen services provided to the students of

canteen facilities to be included in the school improvement

serve its customers, the students.

Teachers. This may encourage teachers to give feedback to the administration

nutritional foods, facilities, maintaining cleanliness, and sanitation.

be provided by the school.

HUMANITIES AND SOCIAL SCIENCES

Scope and Limitation

opportunities for reflective thought and thereby enhance professionalism among

school canteen as perceived by the entire population of the said school.

HUMANITIES AND SOCIAL SCIENCES

camp, college, or military base.

grow and live.

Satisfaction. Satisfaction is the act of fulfilling a need, desire, or appetite, or the