Professional Documents
Culture Documents
Cafeteria
A Research Paper
Presented to the Faculty of Senior High School Department
Saint Columban College
In Partial Fulfillment
of the Requirements for the Course in Practical Research
School Year 2018-2019
Bello, Joana
Ahamil, Geshaira
This study deals with the customer satisfaction of the ICT students in Saint
Columban College Senior High School and College Department towards the school
cafeteria. The research initially observed that the levels of customer satisfaction
decreased in the local administration. The study established the primary factors to
consider in calculating the quality of satisfaction and came up with an overview of the
students in the strand of ICT of the school year 2018-2019 was asked to participate in this
research to provide input of their levels of satisfaction on the given environment. The
research used the descriptive non-experimental method as the research design of the
study. In terms of sampling methods, the research used the typical purposive sampling in
choosing the respondents. Results of the study show that the Customer Service of the
SCC cafeteria positively affects the cafeteria, while the Price of the food in the cafeteria
proves to be the worst. The research concluded that the students are moderately satisfied
in the cafeteria in general, but are immensely dissatisfied with the Price.
Facilities, Price
i
ACKNOWLEDGEMENT
The researchers would like to extend their heartfelt thanks and warm gratitude to the
To the adviser, Miss Cherry Potestas, for the guidance, encouragement and support.
To Mr. AlferTantog and Mr. Jayfie Luzano for imparting wisdom and knowledge to
To Dr. Alma Carbonilla, for her valuable time in reviewing this research.
And most of all, to the almighty Father, who gave the researchers the courage, strength
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Table of Contents
Chapter 1 ...............................................................................................................................
Conceptual Framework................................................................................................ 5
Chapter 2 ...............................................................................................................................
Chapter 3 ...............................................................................................................................
Instrumentation .......................................................................................................... 30
iii
Ethical Considerations ............................................................................................... 33
Chapter 4 ...............................................................................................................................
Variable 1 .................................................................................................................. 34
Variable 2 .................................................................................................................. 35
Variable 3 .................................................................................................................. 36
Variable 4 .................................................................................................................. 37
Variable 5 .................................................................................................................. 38
Variable 6 .................................................................................................................. 39
Variable 7 .................................................................................................................. 39
Chapter 5 ...............................................................................................................................
Conclusion/s .............................................................................................................. 48
Recommendations ..................................................................................................... 49
Bibliography ..................................................................................................................... 50
Appendix A ....................................................................................................................... 53
Appendix B ....................................................................................................................... 54
Appendix C ....................................................................................................................... 54
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Chapter 1
The Problem
Customers are the purpose of what we do and rather than depending on us,
we very much depend on them. The customer is not the source of a problem; we should
not perhaps make that customer unsatisfied and go away because our future and our
important to a business because satisfied customers are most likely to be loyal and make
repeat orders offered by their business. Therefore, it is rather alarming to think that most
of these establishments have no idea what their costumers really think. They seem to
operate in a state of ignorance, innovating and improving their business based on their
own accords. Failure to understand the importance of this aspect could result to
1
There had been apparent evidences of private school students having the
tendency to avoid purchasing products from their campus cafeteria. The students seem to
prefer to return to their homes or to buy foods that are available outside their campus e.g.
street foods and fast food joints. It has therefore led some people to think that there might
be something wrong with the satisfaction of the students towards private school
cafeterias. Amongst several examples, Kolodynska and Polaczyk (2017) reported that the
global average customer satisfaction has dropped by almost 3% in 2017 compared to the
previous year. And as the Philippine Statistics Association (2011) had claimed, the
proportion of satisfied clients decreased to 72.0 percent based on the results of March,
2011 from 81.9 percent registered on December, 2010. It appears that this phenomenon
also remains true to the administration of the Holy Child Academy, a private school that
is located in the local premises of the targeted environment for this research. Additional
investigations through consultations from the students enrolled on the mentioned school
confirmed the increase of preference of students in purchasing foods from other fast food
joints. The phenomenon is subtle so it is mostly undetectable, but in due time, this could
be a threat to businesses.
on the situation in the grounds of the local area, the Saint Columban College Senior High
School and College Department in Pagadian City. This is to reconstruct and amend the
gaping holes of the topic and to fortify the accuracy of the data. The research aims to
identify how the selected administration is affected by the phenomenon and to provide
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extensive information about the topic for the benefit of other researches related to
customer satisfaction.
The researchers had selected this topic in the hopes of improving the
andconsidering the scarcity of literatures involving the grounds of the school cafeteria,
the researchers take it as their personal responsibility to expound knowledge of the area.
The increase of complaints about the cafeteria also lead the motivation of the researchers
to study the topic in the hopes that the administration may be enlightened by the
phenomenon.
3
Research Objectives
students of Saint Columban Senior High School and College Department towards the
school cafeteria. Its primary objective is to gather information around the factors that
affect customer’s satisfaction and to understand the student’s perception to the actual
Customers Service
Cleanliness
Ambiance
Facilities
Quality
Variety
Price
2. What are the implications that can be derived from the results of findings in the
student’s satisfaction?
4
Conceptual Framework
of the ICT students towards the school cafeteria and to provide implications about the
phenomenon. The study also aims to help in providing suggestions as to how the
administration would react to the phenomenon. Figure 1 shows the conceptual framework
of the study. It represents the basic fundamentals of the study and the sequence of its
actions.
Customers Service
Figure 1.
Cleanliness
Ambiance
Facilities
Paradigm of the Study
Quality
Variety
Price
Grade 11
Grade 12
The research is inclined to only focus on the given parameters and is not
subject to anything else unrelated to the field. The different parameters of this research
Subject Matter
This research shall focus on the satisfaction of the ICT students on the
SCC Senior High School and College Department canteen and the factors that affect the
satisfaction of the students. Though there may be relevant topics and ideas that are
discussed in the study for its related literature, the research had stayed adamant in
keeping the subject matter as the key framework and subject of the topic.
Research Environment
grounds in Saint Columban College Senior High School and College Department located
6
Research Timeline
This research was initially constructed on June 25, 2018 when the
researchers agreed to research on the given topic. The researchers gathered initial
information of the topic in the internet and on the school library of SCC and utilized the
newly found knowledge in constructing their research. The researchers then formulated
the questionnaires and began collecting data. Afterwards, the completed data was then
constructed and summarized, and the research was finally completed on October 17, 2018
when the researchers presented this research as an oral defense to their subject teacher,
Miss Cherry Potestas. The study was conducted during the school year 2018-2019.
7
Significance of the Study
students with quality service and convenience in order to maintain their prestigious title
as one of the greatest colleges in the local area. Hence, the school cafeteria of the said
establishment must provide nutritious and healthy food at affordable prices in order to
befit their claim. Thus, this study must be heavily exerted and applied in the hopes of
increasing the overall satisfaction of the students in the department. Other cafeterias with
relevant services may also benefit from the data and information gathered in this research
This study would especially be a great help for these following individuals:
Employees - The result of this study helps the employees of the cafeteria to know the
factors that affect their performances in their business and to know how to handle
Employers - The result of this study helps the employers of the cafeteria to further
improve the quality of their management. The following individuals include the persons
in charge of facilitating the cafeteria and the individuals who are directly responsible for
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Consumers - The result of this study would directly help the consumers as the study helps
in improving the quality of the cafeteria’s service. This involves anyone who could be a
General Public - The result of this study helps in promoting the awareness of the general
public in the current conditions of the school cafeteria. This involves anyone who are yet
Future Researchers - The result of this study helps the future researchers to construct
their works and provides an idea on what possible concepts they can create.
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Definition of Terms
For better understanding of this research, several terms are defined by the
Merriam Webster dictionary as follows. Any words that are described in the definition of
terms are treated as one and would not be subject to any other definitions for the
thing.
Cleanliness. Refers to the degree to which people keep themselves and their
surroundings clean.
Price. The amount of money that you pay for something or the cost of it.
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Additionally, the research also considers these operational definitions of the terms
satisfaction.
service.
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Chapter 2
supports the idea of student satisfaction towards the school cafeteria. Included are the
conceptual discussions of the topic, mainly about customer satisfaction and the factors
that are considered with it, and empirical aspects of the topic which include key findings
that are used in comparison to the result in the findings of this study.
satisfaction and provides conceptual topics that act as the fundamental structure for the
research.
an important quality to master for the establishment to prosper and gain profits in their
business. Fornell, Johnson, Anderson, Cha and Bryant (1996) defined customer
satisfaction as the overall opinion of quality of the customer’s experience towards the
how the customers react to the establishment according to the different services they
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provide. It is important for the establishment to understand these terms as their business
as it usually determines the success of the business. As Panda (2003) had stated, the
quality of bond between the customer and seller is the biggest influence of success in
business. Furthermore, service quality and customer satisfaction were found to be related
to customer loyalty through repurchase intentions (Levesque & Mc. Dougall, 1996;
Newman, 2001; Carcuana, 2002). It is therefore noted that the establishment must take
importance in satisfying their customers as much as how they would in other important
aspects in their business. In fact, one could even consider the customer satisfaction as the
satisfaction is one of the most important issue concerning food establishments of all
types, which is justified by the customer oriented philosophy and the principles of
customer satisfaction, an establishment will lose profit and will be subject to bankruptcy
in worst case scenarios. Proper consideration of the topic is therefore required for an
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The following literature focuses on the factors that indicate the qualities of
customer service. This is to fully understand and grasp the general idea of what the
research perceives in these individual qualities and how they would affect the satisfaction
1. Customer Service
provide adequate customer service to their customer. Customer service refers to anything
related to the way an establishment treats their customers and the way the employees
work to create an environment that is suitable for them. One of the more common
examples of this factor is the empathy of the customers. Empathy is the general baseline
on determining how an establishment understands what their customer wants and think.
A study about empathy by Kristina Evey (n.d.) depicted the importance of empathy by
claiming it to be the cause of a stronger relationship between the customer and the
employees as it acknowledges the customer’s feelings and needs. The customer needs to
feel that the employees are approachable and are eager to help them to whatever concerns
they have. Having scripted and automated responses for the customers makes the
customer detached to this feeling and could potentially ruin the customer’s experience
towards the establishment. Cindy Solomon (n.d.) expands the idea of empathy by
describing the criteria of creating a healthy bond between the customers. For instance,
having the employees to smile and converse with the customer makes them feel like they
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are actual human beings and not just entities that work in a store or in a restaurant. It
releases tension between both sides and makes the customers relaxed throughout their
whole experience with their service. Empathy aside, there are other criteria that are
within the area of customer service. The establishment can also exceed customer’s
that the customer’s experience in their service is optimized, easy, and fast (Rodriguez,
2018). Being understanding to the customers alone will never be enough to satisfy
customer service. By providing services that are easy to obtain and are efficient enough
for the customers, the experience of the customer towards the establishment’s service will
be complete.
2. Cleanliness
regard the particular environment that they are in. It is one of the key aspects in attracting
industry. Regardless of how tasty the food may be, the dishes creative, and the service
excellent, the consumers will not tolerate their food if it is unclean (Conway, n.d.).
People will also associate the cleanliness of a restaurant’s food towards the environment
that they are around with. It disturbs the mood or ambiance of the whole establishment
and could disturb the satisfaction ratings of the customers. In other countries, restaurants
15
are graded by health inspectors to ensure that their establishment issanitized. Failure to
satisfy the inspector’s demands would result to the abolishment of the restaurant. In order
to achieve proper cleanliness, an establishment must secure that their tools are washed
properly for hygiene, their ingredients used are washed thoroughly for sanitation, and
their place is free from dust and grime for the cleanliness of the area.
3. Ambiance
terms of setting the mood to the environment, but ambiance is the general feel of the
establishment, and not only the hygienic aspect of it. Ambiance is the quality of mood
that the establishment has provided for their customers. The Fantastic Man Magazine
describing ambiance as something that projects sensory experiences in all of the senses. If
done correctly, it could improve the way the customers would enjoy their food, and
would want to come back for more. It is a powerful factor in gaining loyalty to the
establishment. The EP Magazine (2016) provided insights on the specific factors that
could boost the ambiance of an establishment. It mentioned music as one factor that
boosts the mood of eating in the establishment. Using an appropriate music in the desired
mood of the restaurant may help in making the customers feel more satisfied with their
food. Comfort is also something to consider as it helps in making the customers feel more
relaxed while they eat. Dustin Heap (2014) extended these insights and provided more
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factors to include in improving ambiance. He suggested that lighting might also be one of
the things that might boost the atmosphere of a restaurant. It could potentially boost the
other elements that help the restaurant pleasant. And finally, the interior design of the
restaurant. This includes a lot of things: from color schemes, to spacing and decoratives,
these are all the elements to consider when attempting to create an environment that is
suitable for the mood of the restaurant. It gives a certain type of style and individuality of
the restaurant, and as well as boosting the satisfaction ratings of the customers towards
4. Facilities
facility provided by the establishment. It refers to the whole system of organization in the
establishment and the general infrastructure of the building. This includes the features
that the establishment offers e.g. fire safety, waste disposals, and even maintenance of the
establishment. It is vital for a company because this factor creates a functional workspace
for both the employees and the customer. It could possibly increase productivity, which
in turn, could lead to the increase of the customer satisfaction. Abuja (2017) defined the
fundamental aspects of facilities, namely Health and Safety, Repairs and Maintenance
and Catering, Cleaning and other Services. Health and Safety ensures that the customer
and the members of the establishment are kept as safe as possible from any possible
threats. The establishment must have a safety regulation in order to maintain these criteria
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in the facility. Several examples of increasing Health and Safety are fire prevention kits,
medical kits, effective waste disposals and even disability accesses for the convenience
and safety for the disabled. Repairs and Maintenance is also important as an aspect of the
facility. The establishment should have easy access to mechanical, electrical and property
maintenance in all times should the establishment need of its services. This is to prevent
further inconvenience to the customers and the employees and to maintain a healthy
condition to the whole workspace. Lastly, the Catering, Cleaning and other Services are
the services related to hygiene and other important workplace essentials. This aspect
could also be correlated to the Cleanliness of the establishment. All of its purpose and
importance is therefore similar to the said aspect and would be referred as one. With all
these aspects maintained, the establishment can maximize the quality of their facility. The
establishment will have certain benefits of giving importance to this aspect.FM Solutions
Limited (n.d.) claims that Facilities Management can increase the cost- efficiency of an
establishment, help improve health and safety of the customers and increases the integrity
of assets. It could be observed that some of these aspects of facilities can only be
applicable for big organizations. Establishments that are still new or still developing
might not have enough resources to provide the stated functions. However, they may find
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5. Quality of Food
the quality of the product that they are serving is one of the most important aspects an
organization must have. Quality of Food refers to a variety of factors involving the
characteristics of the product in question. With this in mind, it can be noted that this
particular aspect is not easily defined as the Quality of Food cannot be assessed directly;
rather it is assessed on different notions. Leitzmann (1993) had brilliantly described the
different notions that define the Quality of Food. He first defined the assessable attributes
of a food item: the sensoric value, suitability value, and health value. These three
categories deal with subjective judgments and therefore vary on the individual’s opinion.
He then defined the quality of food in the sense of its physical conditions. This includes
the freshness of the product and the components that are located within it. Finally, he
defined the value of food based on a holistic view of all the separate categories. This
includes the psychological value, social value, political value, and ecological value of
foods. These values mainly focus on the different perspectives of an individual towards
the food. Most of the components that constructed this aspect revolves around subjective
components and has no definite composition, but the physical condition of a food can be
product, one must require an instrument that can provide accurate information to the
individual instruments that can be used, and amongst those instruments that might prove
useful in providing physical analysis of a product are the Statistical Process Control,
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Measurement Systems Analysis, Gage Calibration Management, and many more. In
order for an establishment to prove that their business exhibits decency in the quality of
their food, they must optimize the use of the given instruments, along with the subjective
6. Variety of Food
Foods that are available in an establishment is also important in keeping the customers
satisfied with the food. The Variety of Food refers to the diversity of products that are
importance of the variations of food by exclaiming that it ensures the intake of equal
distribution of nutrients throughout the body. This would also mean that eating a variety
providing various servings ensures that the customers would never feel worn out on the
foods that are served for them. If this particular aspect is done correctly, the customers
should never feel constricted and limited to the products that they can purchase in an
establishment and would also gain a healthy distribution of nutrients throughout their
consumption.
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7. Price
Deciding on what the price of the product will be in an establishment can prove to be
difficult and important as it affects the demands of the products for the whole
organization. There are two criteria that are considered in this particular aspect: Price and
Pricing. The Price refers to the amount of money that is given for a particular product,
while Pricing refers to the process in which the establishment provides the price of the
product. By evaluating these two criteria, it could positively affect the workflow of the
system of the supply and demand, but it could also be one of the deadliest setbacks when
done incorrectly. To expand the idea of a strategical approach in Pricing, McGee and
Laborde (n.d.) introduced the two methods of pricing: the competition-based pricing and
considers the price against the price of the establishment’s competitors. It is beneficial in
its way as it only requires minimum effort to observe the price of the competitors. But if
the establishment is still new or is in the losing side of the competition, the establishment
might consider lowering the price to potentially increase sales and in the long run,
achieve loyalty from the customers. By lowering the price, it might be difficult for the
establishment to gain profits and could possibly disrupt the financial system of the
establishment. On the other hand, the cost-based pricing is a method of pricing that
considers the price against all the financial costs in doing business. Costs are either be a
variable cost, or a fixed cost. Variable cost refers to the cost depending on the production
of goods e.g. payment for ingredients to cook or purchase of goods. Fixed cost refers to
the cost that remains constant throughout the business e.g. rent, liabilities etc. The
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advantage of considering the price from the financial costs in the business is that it could
balance the cost and profit and assure that the establishment will have an equilibrium of
their assets and liability, but this could also mean that the price may be too high in
respects to the fellow competitors, which could lead to the loss of customer and profit. In
conclusion, pricing comes in a variety of methods that can be followed to increase the
profits of an establishment and at the same time maintain the balance of the customer’s
demand for the product. Pricing the product perfectly, therefore, is important to an
that are related or similar to the topic. These findings are used as basic guidelines in
of the Tarlac State Universtity Cafeteria utilized the descriptive research from Shields &
Rangarajan (2013) in evaluating their data. Survey questionnaires were distributed to200
Studies, and from the College of Engineering of Tarlac State University. Results showed
the following:
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1.) Very Satisfied
Food. 14.60% of the total respondents are very satisfied in terms of Ambiance and Taste
of Food. 13.77% of the total respondents are very satisfied in terms of Cleanliness.
12.39% of the total respondents are very satisfied in terms of Customer Service. 11.29%
of the total respondents are very satisfied in terms of Nutritional Value. 10.46% of the
total respondents are very satisfied in terms of Amount of Serving. 7.16%of the total
2.) Satisfied
19.32% of the total respondents are satisfied in terms of Taste of Food. 17.26% of the
total respondents are satisfied in terms of Cleanliness. 15.76of the total respondents are
terms of Ambiance. 12.20%of the total respondents are satisfied in terms of Variety of
Food. 11.82%of the total respondents are satisfied in terms of Amount of Serving.
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3.) Undecided
Serving and Ambiance. 13.55% of the total respondents are undecided in terms of
Cleanliness. 11.29% of the total respondents are undecided in terms of Taste of Food.
10.16%of the total respondents are undecided in terms of Nutritional Value. 7.34%of the
4.) Dissatisfied
the total respondents are dissatisfied in terms of Amount of Serving. 14.77% of the total
respondents are dissatisfied in terms of Customer Service. 12.87%of the total respondents
are dissatisfied in terms of Variety of Food. 10.22%of the total respondents are
terms of Ambiance. 6.81%of the total respondents are dissatisfied in terms of Taste of
24
5.) Very Dissatisfied
11.94% of the total respondents are very dissatisfied in terms of Amount of Serving.
11.32% of the total respondents are very dissatisfied in terms of Customer Service and
Nutritional Value. 11%of the total respondents are very dissatisfied in terms of Food and
Ambiance. 4.40%of the total respondents are very dissatisfied in terms of Cleanliness.
The study concluded that the majority of the total respondents are very
Price and Variety of Food, Dissatisfied in terms of Taste of Food and Nutritional Value,
showed the factors of customer satisfaction and has demonstrated the general idea of the
25
Based on the findings of the review of related literature, it has been
concluded that the students are prone to be dissatisfied in terms of price and amount of
serving in the national and means. Hence, this study is proposed to focus in the premises
of the local area, the Saint Columban College Senior High School and College
Department to verify its similarity of instance. With respects to the seven aspects that are
considered in this study, the research focused on evaluating the satisfaction of students
26
Chapter 3
Research Methodology
used in this research. It also presents the general information of the study to complete the
Research Design
in this study for its research design. It means that data were gathered by using
questions. According to the Center for Innovation in Research and Teaching (n.d.), It is
used to answer the questions of what, where, when, who and how in a particular question
or problem. It is efficient in its way that the respondents can easily complete the task by
simply selecting pre-made choices in each questions and that it can be conducted multiple
times at once. However, due to its nature of letting respondents answer whatever they
want without supervision, they might not take the method seriously and may answer
27
Research Environment
grounds in Saint Columban College Senior High School and College Department located
at San Francisco District, Pagadian City. It is one of the most prestigious private schools
in the local area. Despite of its costly tuition fees, the administration compensates on the
price for its respectable facilities and academic curriculums. The SCC Senior High
School and College Department offer classes for Grade 11 and 12 students and various
Research Participants
College Senior High School and College Department on the ICT track. Hence, the
respondents are exclusively the Grade 11 and 12 students of the said track only. Table 1
represents the total population of the ICT students and the sample mean of the
population. The research had only attended to the population of the sample mean of the
students, leaving 17 students of the total population of the ICT track from this research.
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Table 1
Research Participants
As observed in the table, it can be seen that the total population for the
grade 11 students is 41, but was converted into 34 in the sample mean due to the
application of the Slovin’s formula. The same characteristics can also be observed in the
case of the grade 12 students, having the total population of 51 but converted to only
become 41 in the sample mean. With the summation of the sample means, the total
sample mean would be 75 instead of the summation of the total population of 92. These
75 students of the ICT strand were considered to be the respondents of the study.
Sampling Techniques
The research used the Typical Purposive sampling as the method for
sampling that is effective in a research that involves a study about a phenomenon or trend
29
non-probability sample that is selected based on the similar characteristics of a
population. The respondents of the study were predetermined to exclusively be only for
the students in SCC and in the ICT strand of the Senior High School and College
Department. Excluding the population of the strand of Arts and Design, which is usually
associated with the ICT track, there are 92 respondents in total. The selected sampling
method for this research might not be as flexible as other methods, as the nature of the
method restricts the respondents in having different characteristics which could lead to
potential differences of opinions, but it also amplifies the effectiveness of research for its
precision on the particular sample, which would be beneficial for this study. In addition
to the Typical Sampling, the respondents are further segregated by the means of the
Slovin’s formula. The Slovin’sformula is used to calculate the sample size (n) given the
population size (N) and a margin of error (e). It is a random sampling technique formula
Research Instrumentation
survey for the students in SCC campus. The questions on the said instrument aims to
cleanliness, ambiance, facilities, quality, variety, and price. The respondents are given the
option to express their appropriate opinions of the individual factors of the cafeteria by
30
either answering always, sometimes, seldom, or never on the given questions. For the
convenience of the study, this research used this instrument to collect data and
information.
The sequences of acquiring the data for this research are as follows:
teacher about the given subject. The teacher accepted the method as ethical and then the
researchers asked permission to proceed with the data gathering. Afterwards, the
researchers decided on the number of students that they would interrogate by using the
Slovin’s formula. This means that the total population of the ICT students (92) was
decreased by 17, which would then be the population that they would consider as the
respondents. Then, the members of this research began handing out the questionnaires
correspondent to cooperate with the study by politely asking them to answer the
following questions given in the questionnaire. Since it cannot be helped that some of the
respondents would not take the questionnaire seriously and answer randomly, the
respondents interviewed 85 students instead of the sample mean of 75. Then, the
researchers disposed of the questionnaires that were answered carelessly and conserved
31
the 75 answers that are relatively genuine. Then, the researchers collected all the data and
processed it by the form of percentages. Finally, the researchers had reached the
conclusion of their study and formulated suggestions as to how the school cafeteria may
Statistical Treatment
The data that were gathered are presented through tables representing the
percentages obtained from the results of the respondents’ answer. A Descriptive research
design by Shields and Rangarajan (2013) was adopted to formulate the data. The overall
P = F/N x 100
Where:
P = Percentage
F = Frequency
32
Ethical Considerations in Research
acknowledgment in obtaining data from the respondents. The researchers had ensured
that they took high importance of how they approached the respondents and avoided on
insistingthe respondents in taking part in the research should the correspondent refuse to
do so. Sample means are used as reserves for the students who may not want to
participate, and they are given all the time and space required to complete the task.
33
Chapter 4
This section of the research presents the data gathered in the study. The
main objective of this section is to present and interpret the data gathered from the
instrument used for this research. The findings are presented in a table format as it is the
most convenient method of projecting the results of the data in this particular format.
Table 2 shows the satisfaction of the ICT students towards the customer
Table 2
34
From the table, it can be seen that 30.7% of the respondents are always
satisfied, 39.3% of the respondents are sometimes satisfied, 17.3% of the respondents are
seldom satisfied, and 12.7% of the respondents are never satisfied. Therefore, it can be
observed that the majority of the respondents are somewhat satisfied with the service of
the canteen, while the minority of the respondents are never satisfied.
Table 3 shows the satisfaction of the ICT students towards the cleanliness of the school
cafeteria.
Table 3
Indicator 2: Cleanliness
From the table, it can be seen that 25.3% of the respondents are always
satisfied, 38.6% of the respondents are sometimes satisfied, 24% of the respondents are
seldom satisfied, and 12% of the respondents are never satisfied. Therefore, it can be
observed that the majority of the respondents are somewhat satisfied with the cleanliness
of the canteen, while the minority of the respondents are never satisfied.
35
Table 4 shows the satisfaction of the ICT students towards the ambiance of the school
cafeteria.
Table 4
Indicator 3: Ambiance
From the table, it can be seen that 22.6% of the respondents are always
satisfied, 34.6% of the respondents are sometimes satisfied, 22.6% of the respondents are
seldom satisfied, and 20% of the respondents are never satisfied. Therefore, it can be
observed that the majority of the respondents are somewhat satisfied with the ambiance
of the canteen, while the minority of the respondents are never satisfied. Furthermore, it
can also be observed that the results are quite balanced and are almost equally distributed
in the answers.
Table 5 shows the satisfaction of the ICT students towards the facilities of the school
cafeteria.
36
Table 5
Indicator 4: Facilities
From the table, 18.7% of the respondents are always satisfied, 38.6% of
the respondents are sometimes satisfied, 30% of the respondents are seldom satisfied, and
10.% of the respondents are never satisfied. Therefore, it can be observed that the
majority of the respondents are somewhat satisfied with the facilities of the canteen,
while the minority of the respondents are never satisfied. It can also be observed that this
Table 6 shows the satisfaction of the ICT students towards the quality of
37
Table 6
Indicator 5: Quality
From the table, 18% of the respondents are always satisfied, 39.3% of the
respondents are sometimes satisfied, 32% of the respondents are seldom satisfied, and
10.7% of the respondents are never satisfied. Therefore, it can be observed that the
majority of the respondents are somewhat satisfied with the quality of food of the
canteen, while the minority of the respondents are never satisfied. It might also be worth
noting that a pattern can be observed between the majority and minority of the results.
Table 7 shows the satisfaction of the ICT students towards the variety of
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Table 7
Indicator 6: Variety
From the table, 12% of the respondents are always satisfied, 41.3% of the
respondents are sometimes satisfied, 33.3% of the respondents are seldom satisfied, and
13.3% of the respondents are never satisfied. Therefore, it can be observed that the
majority of the respondents are somewhat satisfied with the variety of food of the
Table 8 shows the satisfaction of ICT students towards the price of the school cafeteria.
Table 8
Indicator 7: Price
39
From the table, 5.3% of the respondents are always satisfied, 18.7% of the
respondents are sometimes satisfied, 32% of the respondents are seldom satisfied, and
44% of the respondents are never satisfied. Therefore, it can be observed that the majority
of the respondents are never satisfied with the price of the canteen, while the minority of
Summary Data
Table 9 shows the summary of the ICT student’s satisfaction towards the school
cafeteria.
Table 9
Summary of Findings
Factors Response
Always Sometimes Seldom Never
Customer Service 23 29.5 13 9.5
Cleanliness 19 29 18 9
Ambiance 17 26 17 15
Facilities 14.5 29 22.5 9
Quality 13.5 29.5 24 8
Variety 9 31 25 10
Price 4 14 24 33
Overall Response 100 188 143.5 93.5
Percentage 19.05% 35.81% 27.33% 17.81%
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From the table, 19.05% of the respondents are always satisfied, 35.81% of the
respondents are sometimes satisfied, 27.33% of the respondents are seldom satisfied, and
17.81% of the respondents are never satisfied. Therefore, it can be observed that the
majority of the respondents are somewhat satisfied with the canteen, while the minority
41
Chapter 5
The summary of all results that yield in this study are presented in this
section of the research. Its primary goal is to deliver the general idea of the result and to
provide conclusionary statements for the culmination of the study. It also aims to provide
recommendations on what actions are to be considered based on the topic and its results.
Summary of Findings
this segment. The summary of findings of this research are the following:
I. Question 1:
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1. Always Satisfied
Based on the data gathered, 30.7% of the respondents are always satisfied
with the Customer Service of the cafeteria, 25.3% of the respondents are always satisfied
with the Cleanliness of the cafeteria, 22.7% of the respondents are always satisfied with
the Ambiance of the cafeteria, 18.7% of the respondents are always satisfied with the
Facilities of the cafeteria, 18% of the respondents are always satisfied with the Quality of
food in the cafeteria, 12% of the respondents are always satisfied with the Variety of
food in the cafeteria and 5.3% of the respondents are always satisfied with the Price of
the cafeteria. It indicates that the majority of the respondents are always satisfied with the
Customer Service of the cafeteria and the minority of the respondents are always satisfied
2. Sometimes Satisfied
satisfied with the Variety of food in the cafeteria, 39.3% of the respondents are
sometimes satisfied with the Customer Service and the Quality of food in the cafeteria,
38.7% of the respondents are sometimes satisfied with the Cleanliness and the Facilities
of the cafeteria, 34.7% of the respondents are sometimes satisfied with the Ambiance of
the cafeteria, and 18.7% of the respondents are sometimes satisfied with the Price of the
cafeteria. It indicates that the majority of the respondents are sometimes satisfied with the
43
Variety of Food in the cafeteria and the minority of the respondents are sometimes
3. Seldom Satisfied
with the Variety of food in the cafeteria, 32% of the respondents are seldom satisfied
with the Quality of food in the cafeteria,30% of the respondents are seldom satisfied with
the Facilities and the Price of the cafeteria,24% of the respondents are seldom satisfied
with the Cleanliness of the cafeteria.22.6% of the respondents are seldom satisfied with
the Ambiance of the cafeteria and 17.3% of the respondents are seldom satisfied with the
Customer Service of the cafeteria. It indicates that the majority of the respondents are
seldom satisfied with the Variety of Food in the cafeteria and the minority of the
respondents are seldom satisfied with the Customer Service of the cafeteria.
4. Never Satisfied
with the Price of the cafeteria, 20% of the respondents are never satisfied with the
Ambiance of the cafeteria,13.3% of the respondents are never satisfied with the Variety
of food in the cafeteria,12.7% of the respondents are never satisfied with the Customer
44
Service of the cafeteria, 12% of the respondents are never satisfied with the Cleanliness
of the cafeteria,10.7% of the respondents are never satisfied with the Quality of food in
the cafeteria and 10.6% of the respondents are never satisfied with the Facilities of the
cafeteria. It indicates that the majority of the respondents are never satisfied with the
Price of the cafeteria and the minority of the respondents are never satisfied with the
II. Question 2:
What are the implications that can be derived from the results of findings in
The most probable implication that can be derived from the students
answering “Sometimes” and “Always” for this factor is that they may feel that they are
being compensated well in the cafeteria in terms of customer service enough for it to
receive such good remarks. Upon closer inspection, it can also be seen that this factor is
also the factor that received the most responses in “Always”. It can then be implied that
this might just be the greatest strength of the school cafeteria of SCC.
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Factor 2: Cleanliness
The most probable implication that can be derived for this is that the
students feel that they are also being compensated well in the cafeteria in terms of
cleanliness enough for it to receive good remarks. It implies that the students are
Factor 3: Ambiance
The equally distributed results in responses of this factor imply that the
students have varied perceptions towards the ambiance of the canteen. It implies that the
students may feel that the cafeteria can either be too crowded for it to be enjoyable, or
that they see no problems with it and even more so prefer to eat there.
Factor 4: Facilities
From an observation that this factor has the least responses in “Never”, it
can be implied that most of the students have no negative opinions towards the Facilities
of the school cafeteria. This might be due to a fact that the SCC cafeteria offers an
46
adequate quality of facilities e.g. the provision of an air conditioner and the water
dispenser.
The most probable implication for the heavy neutrality of the responses is
that the students may feel undecided for the factor to be ascertained of which opinions to
consider. For them, it might just be easier to stay neutral as possible to the given topic
unless provoked with a great urge to speak up in a cause of a major event or property.
“Seldom” in this factor is the same as the implications in Factor 5: The students have
nothing to complain or commend about the Variety of the Food in the cafeteria, which
47
Factor 7: Price
The most probable implication for this result is that the students are relatively
dissatisfied with the Price of the products in the cafeteria. It may be due to the fact that
some establishments offer a cheaper version of their products and the students might
prefer to purchase those instead. This factor also appears to be the biggest issue of the
topic, as it received the lowest satisfaction ratings and the highest dissatisfaction ratings.
To sum it up, the most probable implication that can be derived from the general
summary of the findings is that most of the students feel generally satisfied with the
cafeteria in SCC, but seem to be dissatisfied with the Price of the cafeteria in particular.
Conclusion
With the findings summarized, certain conclusions can be derived in the entirety
of the data:
First, the Customer Service proves to be the greatest strength for the customer satisfaction
in the school cafeteria of SCC as it received the greatest satisfaction ratings. Next the
Price of the products in the cafeteria appears to have identifiable shortcomings and
proves to be the weakest aspect of the cafeteria in SCC. Finally the respondents seem to
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Recommendations
1. Cafeteria. Since most of the respondents are always satisfied with the customer
service of the cafeteria, the study recommends that the administration should
maintain their quality of customer service and allow it to be one of the defining
2. Cafeteria. Since most of the respondents are never satisfied with the price of food
in the cafeteria, the study recommends that the administration should exert effort
expense.
3. Future Researchers. Since this research was exclusively focused on the levels of
satisfaction in the ICT students of Saint Columban College Senior High School
and College Department, the study implores the future researchers to extend the
49
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Appendix
Appendix A. Questionnaire
53
Appendix B. Overview of Findings
Factors Response
Always Sometimes Seldom Never
Customer Service 23 29.5 13 9.5
Cleanliness 19 29 18 9
Ambiance 17 26 17 15
Facilities 14.5 29 22.5 9
Quality 13.5 29.5 24 8
Variety 9 31 25 10
Price 4 14 24 33
Overall Response 100 188 143.5 93.5
Percentage 19.05% 35.81% 27.33% 17.81%
54