Students Level of Satisfaction in the School Canteen Service

Republic of the Philippines
MARINDUQUE MIDWEST COLLEGE

Dili,Gasan, Marinduque
Students Level of Satisfaction in the

School Canteen Service of
Marinduque Midwest
College
A Research Paper submitted in partial fulfillment of

the requirements for the subject
Practical Research II
Ma. Shaila L. Jinao
Alliana Riza G. Mantaring
Bianca S. Valencia
CHAPTER I
The Problem and its Background
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 and nutritional
needs of its students in order for them to have the energy to accomplish the task that
they would do for the day. The Department of Education is strongly committed to
support student’s health and well-being through its curriculum in schools and range
initiatives that offer opportunities for physically fit individuals who love eating healthy
food. Schools are encouraged to implement comprehensive health and well-being
programs, including food and nutrition education. The establishment and operation of
school canteen is important 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 that enhance
their skills and knowledge (DepEd Order No. 8, 2007).
Presently, Marinduque Midwest College (MMC) has various challenges that
need to be addressed especially in terms of its canteen service quality provided to
students. For instance, a lot of students complain about the price of canteen products
because it is too pricey, hence, the students cannot afford because of their insufficient
allowances. Besides, teachers and students also recommend a more spacious venue for
canteen because most of the time it is crowded. There are also various experiences and
complaints from students regarding the kind or variety of foods display in the canteen.
Hence, the researcher is challenged to conduct this study in order to assess the canteen
service quality provided to students at MMC where the findings would serve as
feedback mechanism of providing good and satisfying canteen services.
Besides, there is no existing study conducted pertaining to canteen service
quality in MMC.
Statement of the Problem
This study aims to determine the relationship between canteen service quality
and student satisfaction at MMC. Also, this research sought to determine the significant
impact of canteen service quality on student satisfaction. Specifically, this study
targeted the following questions:
1. What is the level of service quality provided by the school canteen of Marinduque
Midwest College in terms of tangibility, assurance, reliability, responsiveness, and
empathy?
2. Is there a significant relationship between the domains of canteen service quality
(tangibility, assurance, reliability, responsiveness, and empathy) and student
satisfaction at Marinduque Midwest College?
3. What domains of canteen service quality (tangibility, assurance, reliability,
responsiveness, and empathy) do significantly influence on student satisfaction at
Marinduque Midwest College?

Hypothesis
Null Hypothesis
1. There is no significant relationship between the domains of canteen service
quality (tangibility, assurance, reliability, responsiveness, and empathy) and
student satisfaction at the MMC canteen.
2. The domains of canteen service quality (tangibility, assurance, reliability,
responsiveness, and empathy) do not significantly influence on student
satisfaction at the MMC canteen.
Significance of the Study
This study was conducted to determine the significant relationship between the
canteen service quality and student satisfaction in the school canteen of MMC. The
study results may be beneficial to the following:
School Administrators will be benefited as the results of the study may provide
them information as basis for policy formulation and improvement of canteen services
provided to the students of MMC. This may help school principals to provide assistance
in the provision of canteen facilities to be included in the school improvement plan.
Canteen Managers will be benefited as this study may provide them the
necessary data to identify their priority areas of improving the canteen services to better
serve its customers, the students.
Teachers will be benefited as this may encourage them 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.
Future Researchers. This may serve as basis for those research enthusiasts to
conduct further inquiry regarding canteen service quality and student satisfaction.
Scope and Delimitation of the Study
This study focused only the responses perceived by the Junior High school
students of MMC about the canteen service quality and their satisfaction. The
respondents were only taken from Junior High school students which does not represent
the entire student population of the said school. Hence, the result may not truly
represent the reality in the school canteen as perceived by the entire population of the
said school.
CHAPTER II
Review of Related Literature and Studies
This part deliberately presented the different views of authors, findings from
previous studies, and varied ideas from research writers regarding canteen service
quality and student satisfaction. The readings were carefully chosen as to its significant
contribution to the purpose of this study. Also, the shared views enriched the discussion
of this study and gave the researcher a wider understanding and perceptions about this
present inquiry.
I. Canteen Service Quality
The concept of quality is difficult to define because quality means different
things to different people. The way one customer will experience a product or service
is not the same way another will experience it. Quality can be categorized in terms of
various perspectives like judgment, product, user, value or manufacturing perspective.
With the judgment perspective, the quality of a product cannot be defined but one can
recognize it one he sees it. The user perspective is about how the needs of a customer
are met. There are five service characteristics that determine how service quality is
achieved. The first is the inability to own the service the way one would own a product.
Quality assessment can only be made after the service has been purchased. The second
characteristic is the intangibility of services that make it impossible to assess what is
being offered and the quality of what has been delivered. The third characteristic of
service delivery is the inseparability of the service from the people involved in its
production and consumption. The customer is a participant in the process and therefore
this has an effect on the output received. If the customer is not cooperative lower quality
may be achieved. The fourth characteristic of services is heterogeneity or variance of
the service from time to time. This means that sometimes the service is good while at
other times it may be poor. Perishability is the fifth characteristic of the service delivery
that affects service quality. If it is not managed well it may mean long waiting lines or
no people in the queue at all which the customer interprets as low quality. In addition,
a service is an activity which has some element of intangibility associated with it which
involves some interaction with customers or with property in their possession, and does
not result in a transfer of ownership. A change in condition may occur and production
of the service may or may not be closely associated with a physical product. In simple
terms services are deeds, processes, and performances (Kasper, 2015).
II. Tangibility
This determinant is related to the appeal of facilities, equipment and material
used by a service firm as well as to the appearance of service employees. Besides,
representing the service physically tangibles are the appearance of physical facilities,
equipment’s, personnel, and communication materials. Tangibles provide physical
representations or image of the service that customers, particularly new customers, will
use to evaluate quality.
III. Assurance
This means that staff’s behavior will give customers confidence in the school
canteen and that the canteen makes customers feel safe. It also means that the
employees are always courteous and have the necessary knowledge to respond to
customer’s questions. This is especially critical where trust and confidence in the
service provider are crucial. The assurance perceived by customers is an important

dimension of service quality in any industry but even more so in the health care industry
where customers associate quality with perceptions of human factors.
IV. Reliability
This means that the service firm provides its customers with accurate service
the first time without making any mistakes and delivers what it has promised to do by
the time that has been agreed upon. Additionally, it is also defined as the ability to
perform the promised service dependably and accurately. In its broadest sense,
reliability means that company delivers on its promises about delivery, service
provision, problem resolution, and pricing. Customers need to do business with
companies that keep their promises. Of the five dimensions, reliability has been
consistently shown to be the most important determinant of perception of service
quality gap.
V. Responsiveness
This means that the employees of a service firm are willing to help customers
and respond to their requests as well as to inform customers when service will be
provided, and then give prompt service. Besides, it refers to the willingness to help
customers and provide prompt service. This dimension is concerned with dealing with
the customer’s requests, questions and complaints promptly and attentively. A firm is
known to be responsive when it communicates to its customers how long it would take
to get answers or have their problems dealt with. To be successful, companies need to
look at responsiveness from the view point of the customer rather than the company’s
perspective.
VI. Empathy
This means that the school or firm understands customer’s problems and
performs in their best interests as well as giving customers individual personal attention
and having convenient operating hour. Also, it means carrying individual attention to
customers including the features of sensitivity, approachability and understanding
customer’s needs. The aspects of empathy, which could bring about higher levels of
customer satisfaction, are providing personalized care and concern, the ability to
anticipate a customer’s need and make him or her feel special. Furthermore, treating
customers as individual, individualized attention that the firm provides its customers,
the essence of empathy is conveying, through personalized or customized service, that
customers are unique and special and that their needs are understood. Customers want
to feel understood by and important to firms that provide service to them.
VII. Student Satisfaction
Customer satisfaction, is a customer’s perspective based on expectation and
then subsequent post purchase experience. In other words, it is an evaluation of products
or services quality level that meets or exceeds the customer expectations. Satisfaction
as a term means the feeling an individual gets when his or hers wishes, expectations or
needs are fulfilled, and the pleasant feeling that follows from it. As satisfaction is a
feeling, it resides in the user’s mind and differs from other observable behaviors, such
as complaining, product choice and repurchasing (Jashireh, 2016).

Conceptual Framework
INDEPENDENT VARIABLE DEPENDENT VARIABLE
Canteen Service Quality
 Tangibility
 Assurance
 Reliability Student
 Responsiveness Satisfaction
 Empathy
Fig. 1: Conceptual Framework
Presented in Figure 1 is the conceptual framework of study where the
independent variable is the canteen service quality with the indicators namely;
tangibility, assurance, reliability, responsiveness, and empathy. The dependent variable
is the student satisfaction which is based on the provided services of the school canteen
of MCHS.
Definition of Terms
Canteen Service Quality refers to the basic services provided by the school canteen of
MMC as perceived by the Junior High school students.
Student Satisfaction refers to the degree of satisfaction perceived by the Junior High
school students based on the provided services of the school canteen of MMC.
CHAPTER III
Methodology
Research Design
This study used the non-experimental quantitative research design utilizing
cor-relational method. This study is descriptive in nature since it assessed the levels of
canteen service quality and student satisfaction at MCHS canteen. This is cor-relational
since it determined whether canteen service quality influences student satisfaction.
Sampling Procedures
The researcher used the non-experimental procedures. Survey form were given
to the respondents and questions were asked about the canteen service quality and
student’s satisfaction. The questionnaires was evaluated by 113 Junior High school
students in Marinduque Midwest College.
Sampling Technique
Population:
Junior High School
Grade 7 = 73 291
𝑛= 1+(291)(0.05)2
Grade 8 = 69 291
𝑛= 1+(291)(0.0025)
Grade 9 = 81
291
𝑛=
Grade 10 = 68 1+0.7275
291
Total = 291 𝑛= 1.7275
𝑁
𝑛= 𝑛 = 168
1+𝑁𝑒 2
Stratified 168
𝑥 81 = 47
291
Grade 7:
Grade 10:
168
𝑥 73 = 42 168
291 𝑥 68 = 39
291
Grade 8:
168
𝑥 69 = 40
291
Grade 9:
Research Instrument
Survey questionnaire was prepared containing both canteen service quality
namely; tangibility, assurance, reliability, responsiveness, and empathy and student’s
satisfaction. The perceptions of the respondents among the Junior High School students
of Marinduque Midwest College were based on the following Five-point Likert rating
scales.
Canteen Service Quality Student’s level of satisfaction

Range of Descripti Interpretation Range of Descripti Interpretation
Means ve Level Means ve Level
4.20 –5.00 Very This means that the canteen 4.20 –5.00 Highly This means that the Junior
High service quality at MMC as Satisfied High school students of
perceived by the Junior MMC are highly satisfied
High School students is with the provided canteen
outstanding. services.
3.50 –4.19 High This means that the canteen
service quality at MMC as 3.50 –4.19 Very This means that the Junior
perceived by the Junior Satisfied High school students of
High School students is MMC are very satisfied
very satisfactory. with the provided canteen
2.60 –3.49 Moderate This means that the canteen services.
service quality at MMC as 2.60 –3.49 Moderatel This means that the Junior
perceived by the Junior y High school students of
High School students is Satisfied MMC are moderately
moderately satisfactory. satisfied with the provided
1.80 –2.59 Low This means that the canteen canteen services.
service quality at MMC as 1.80 –2.59 Rarely This means that the Junior
perceived by the Junior Satisfied High school students of
High School students is MMC are rarely satisfied
rarely satisfactory. with the provided canteen
1.00 –1.79 Very This means that the canteen services.
Low service quality at MCHS as 1.00 –1.79 Not This means that the Junior
perceived by the Junior satisfied High school students of
High School students is MMC are not satisfied
poor. with the provided canteen
services.
Data Gathering Procedure
The researchers asked permission from the administration of Marinduque
Midwest College. The researchers personally administered the distribution of
instrument to gather data. The researchers explained some instruction in
accomplishment to the instrument.
Respondents composed of Junior High school students of Marinduque
Midwest College served as members of the evaluators are considered for these study.
The score in the evaluation sheet will be recorded, tabulated, analyzed, and interpreted.
Statistical Treatment of the Data
The following statistical tools were used in the treatment and analysis of the
gathered data.
Weighted Mean. This was used to determine the level of canteen service quality and
student satisfaction of Junior High School students of Marinduque Midwest College.
∑𝑓𝑥
Formula: 𝑊𝑀 = 𝑁
CHAPTER IV
Presentation, Analysis and Interpretation of Data
NOTE: YOU NEED TO SEE ME FOR SOME
QUESTIONS AND CLARIFICATIONS ON YOUR
DATA!
Presented are the findings of the study, its analysis, and interpretations based on
the tabulated and treated data generated from responses of the respondents. The
discussion is arranged based on the statement of the problem presented in this study
and the presentation concentrates with the highest, middle, and lowest mean ratings.
SOP 1: What is the level of service quality provided by the school canteen of
Marinduque Midwest College in terms of tangibility, assurance, reliability,
responsiveness, and empathy?
Table 1
Service quality provided by the school canteen of Marinduque Midwest College
in terms of Tangibility
No. Items Mean Verbal Description

1. Canteen staffs are well-dressed and neat. 3.75 Very Satisfied
2. Physical appearance of the school canteen is neat and presentable. 3.75 Very Satisfied
3. Canteen have complete and functional equipment. 3.52 Very Satisfied
4. Canteen facilities are comfortable. 3.46 Moderately Satisfied
5. Assigned canteen staffs are good towards students. 3.20 Moderately Satisfied
Combined Mean 3.54 Very Satisfied
Legend:
1.00 – 1.80 – Not Satisfied
1.81 – 2.60 – Rarely Satisfied
2.61 – 3.40 - Moderately Satisfied
3.41 – 4.20 - Very Satisfied
4.21 –5.00 – Highly Satisfied
Presented in Table 1 is the data on the level of service quality in terms of
tangibility. The mean ratings are as follows: canteen staff are well-dressed and neat
(3.75); physical appearance of school canteen is neat and presentable (3.75); and having
complete and functional equipment of the school canteen (3.52); facilities are
comfortable (3.46); and assigning good canteen staff (3.20). The overall mean rating is
(3.54) which means that the level of canteen service quality in terms of tangibility is
very satisfied. This means that students perceived the canteen personnel as good, well-
dressed, neat, and provided them with comfortable, complete, and functional facilities.
Also, the physical area of the canteen is described as clean and presentable.
Table 2
in terms of Assurance
No. of Items Mean Verbal Description

1. Canteen staff has knowledge about the products sold in the canteen. 3.49 Moderately Satisfied
2. Canteen staff has positive behavior towards students. 3.60 Very Satisfied
3. Canteen staff has the ability to inspire students. 3.38 Moderately Satisfied
4. Canteen staff courteous and polite towards students. 3.55 Very Satisfied
5. Canteen staff conveys trust and confidence. 3.54 Very Satisfied

Legend
Reflected in Table 2 is the data on the level of service quality in terms of
assurance. The mean ratings are as follows: staffs having knowledge about the product
(3.49); the canteen staffs show positive behavior towards students (3.60); canteen staffs
have the ability to inspire students (3.38); staffs are courteous and polite towards
students (3.55) and staffs conveys trust and confidence (3.54). The overall mean rating
is (3.51) which means that the level of canteen service quality in terms of assurance is
very satisfied. This implies that canteen staffs conveyed trust, confidence, courtesy, and
politeness towards student customers. Besides, canteen employees show positive and
inspiring behavior in dealing or serving with their customers.
Table 3
in terms of Reliability

1. Canteen staff shows sincere interest to the students. 3.33 Moderately Satisfied
2. Canteen staff keeps service accurately. 3.67 Very Satisfied

3. Canteen staff keeps service dependently. 3.09 Moderately Satisfied
4. Canteen staff has the attitude to entertain the students. 3.07 Moderately Satisfied
5. Canteen staffs are cheerful and kind all the time. 3.24 Moderately Satisfied
Combined Mean 3.28 Moderately Satisfied
Legend
Displayed in Table 3 is the data on the level of service quality in terms of
reliability. The mean ratings are as follows: staff shows sincere interest to the students
(3.33); staffs keeps service accurately (3.67); staffs keeps service dependently (3.09);
staffs having the attitude to entertain students (3.07) and staffs are cheerful and kind all
the time (3.24). The overall mean rating is (3.28) which means that the level of canteen
service quality in terms of reliability is moderately satisfied. This implies that students
noticed that reliability is sometimes manifested by the canteen staffs. Additionally,
canteen staffs show kindness and cheerfulness in rendering their services to the students.
They also keep services dependently, accurately, and with sincere interest in providing
the needs of the students.
Table 4
in terms of Responsiveness
No. Items Mean Verbal Description

1. Canteen staffs never bust to respond their student`s request. 3.52 Very Satisfied
2. Canteen staff provides prompt service. 3.75 Very Satisfied
3. Canteen staff are willing to serve and help the students. 3.70 Very Satisfied
4. Canteen staff provides good and quality service. 3.75 Very Satisfied
5. Canteen staff responds to student’s needs. 3.67 Very Satisfied
Legend
Showed in Table 4 were the data on the level of service quality in terms of
responsiveness. The mean ratings are as follows: staffs never bust to respond their
student’s request (3.52); providing prompt service (3.75); willingness to help students
(3.70); providing good and quality service (3.75) and respond to student’s needs (3.67).
The overall mean rating is (3.68) which means that the level of canteen service quality
in terms of responsiveness is very satisfied. This implies that canteen personnel respond
positively and promptly to student’s requests and needs. They also manifest willingness
to serve and help the students by proving good and quality services.
Table 5
Service quality provided by the school canteen of Marinduque Midwest
College in terms of Empathy
1. Canteen staff understands the specific needs of the students. 3.48 Moderately Satisfied
2. Canteen staff shows concern or care for the students. 3.24 Moderately Satisfied
3. Canteen staff asks students in a nice and cheerful manner. 3.68 Very Satisfied
4. Canteen staff shows kindness towards students. 3.30 Moderately Satisfied
5. Canteen staff are approachable and friendly to students. 3.49 Very Satisfied
Combined Mean 3.44 Moderately Satisfied

Legend
Shown in Table 5 is the data on the level of service quality in terms of empathy.
The mean ratings are as follows: understand specific needs of the students (3.48);
showing concern or care for the students (3.24); asking students in a nice and cheerful
manner (3.68); showing kindness towards students (3.30) and being approachable and
friendly to students (3.49). The overall mean rating is (3.44) which means that the level
of canteen service quality in terms of empathy is moderately satisfied. This means that
canteen staffs showed empathy in dealing with students through being kind,
approachable, understanding, and sensitive to their needs.
SOP 2: Is there a significant relationship between the domains of canteen service
quality (tangibility, assurance, reliability, responsiveness, and empathy) and student
satisfaction at Marinduque Midwest College?

There is a significant relationship between the domains of canteen service
quality (tangibility, assurance, reliability, responsiveness, and empathy) and student
satisfaction since the results of the rated domains of canteen service will interpret
whether the students are satisfied or not in the service quality of the school canteen of
Marinduque Midwest College.
SOP 3: What domains of canteen service quality (tangibility, assurance, reliability,
responsiveness, and empathy) do significantly influence on student satisfaction at
Marinduque Midwest College?
Table 6
Summary Table of the level of service quality provided by the school canteen of
Marinduque Midwest College
Domains Mean Verbal Description

Tangibility 3.54 Very Satisfied
Assurance 3.51 Very Satisfied
Reliability 3.28 Moderately Satisfied
Responsiveness 3.68 Very Satisfied
Empathy 3.44 Very Satisfied
Legend
Presented in the Table 6 are the domains of canteen service quality, mean and its
interpretation. Domains tangibility, assurance and responsiveness results on student
satisfaction as very satisfied and domains reliability and empathy results on student
satisfaction as moderately satisfied.
Therefore, domains tangibility, assurance and responsiveness do significantly
influence on student satisfaction at Marinduque Midwest College.

CHAPTER V
Summary of Findings, Conclusion, and Recommendations
This chapter presents the summary of the findings as discussed in the preceding
Chapter. From these, findings and conclusion were drawn, and recommendations were
formulated.
Summary
The level of canteen service quality in terms of tangibility has an overall rating
of (3.54) results as very satisfied. This means that students perceived the canteen
personnel as good, well-dressed, neat, and provided them with comfortable, complete,
and functional facilities. The level of canteen service quality in terms of assurance has
an overall rating of (3.51) results as very satisfied. This implies that canteen staffs
conveyed trust, confidence, courtesy, and politeness towards student customers. The
level of canteen service quality in terms of reliability has an overall rating of (3.28)
results as moderately satisfied. This implies that students noticed that reliability is
sometimes manifested by the canteen staffs. The level of canteen service quality in
terms of responsiveness has an overall rating of (3.68) results as very satisfied. This
implies canteen personnel respond positively and promptly to student’s requests and
needs. They also manifest willingness to serve and help the students by providing good
quality services. The level of canteen service quality in terms of empathy has an overall
rating of (3.44) results as moderately satisfied. This means that canteen staffs showed
empathy in dealing with students through being kind, approachable, understanding, and
sensitive to their needs.
Conclusion
Based on the findings of the study, the following conclusions are drawn:
1. The level of canteen service quality of Marinduque Midwest College in terms of
tangibility is very satisfied, in terms of assurance is very satisfied, in terms of reliability
is moderately satisfied, in terms of responsiveness is very satisfied and in terms of
empathy is moderately satisfied. Therefore, canteen service quality is very satisfactory
and student’s level of satisfaction is very satisfied.
2. There is a significant relationship between canteen service quality and student
satisfaction at Marinduque Midwest College as perceived by the Junior High School
students.
4. The domains of canteen service quality significantly influence on the student
satisfaction especially tangibility, assurance, and responsiveness.
Recommendations
Since the results showed that the canteen service quality is on the level of very
satisfactory as well as the student satisfaction is very satisfied, then, the following
recommendations are formulated:
1. The school administrators, canteen managers, and staffs may keep their
actions in the school canteen and its services given to students and other customers.
2. The school canteen staffs may initiate feedback mechanism to continuously
improve its services offered to entire school stakeholders.
3. The school canteen staffs should keep canteen presentable, clean, convenient
and its ambiance more comfortable and refreshing.
4. The students are also encouraged to patronize the school canteen and give
constructive feedback to the school canteen managers and staffs which would serve as
basis for improvement.
5. The future researchers may take more time in conducting the study and
expand the study itself.

Appendix A: Correspondence
Appendix B: Questionnaire
Appendix C: Validation of Questionnaire
Appendix D: Curriculum Vitae
Curriculum Vitae
Name: 2x2 id
pic
Age:
Birthdate:
Birthplace:
Father:
Mother:
Present Address:

Students Level of Satisfaction in the School Canteen Service

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Republic of the Philippines

MARINDUQUE MIDWEST COLLEGE

Students Level of Satisfaction in the

A Research Paper submitted in partial fulfillment of

Ma. Shaila L. Jinao

Alliana Riza G. Mantaring

The Problem and its Background

food. Schools are encouraged to implement comprehensive health and well-being

their skills and knowledge (DepEd Order No. 8, 2007).

Presently, Marinduque Midwest College (MMC) has various challenges that

need to be addressed especially in terms of its canteen service quality provided to

feedback mechanism of providing good and satisfying canteen services.

Besides, there is no existing study conducted pertaining to canteen service

Statement of the Problem

impact of canteen service quality on student satisfaction. Specifically, this study

targeted the following questions:

Midwest College in terms of tangibility, assurance, reliability, responsiveness, and

2. Is there a significant relationship between the domains of canteen service quality

(tangibility, assurance, reliability, responsiveness, and empathy) and student

satisfaction at Marinduque Midwest College?

3. What domains of canteen service quality (tangibility, assurance, reliability,

responsiveness, and empathy) do significantly influence on student satisfaction at

Marinduque Midwest College?

1. There is no significant relationship between the domains of canteen service

quality (tangibility, assurance, reliability, responsiveness, and empathy) and

student satisfaction at the MMC canteen.

2. The domains of canteen service quality (tangibility, assurance, reliability,

responsiveness, and empathy) do not significantly influence on student

satisfaction at the MMC canteen.

Significance of the Study

study results may be beneficial to the following:

in the provision of canteen facilities to be included in the school improvement plan.

serve its customers, the students.

administration and school canteen managers for improvement of services like

affordable prices, nutritional foods, facilities, maintaining cleanliness, and sanitation.

provided by the school.

Scope and Delimitation of the Study

Review of Related Literature and Studies

I. Canteen Service Quality

The concept of quality is difficult to define because quality means different

various perspectives like judgment, product, user, value or manufacturing perspective.

characteristic is the intangibility of services that make it impossible to assess what is

may be achieved. The fourth characteristic of services is heterogeneity or variance of

terms services are deeds, processes, and performances (Kasper, 2015).

This determinant is related to the appeal of facilities, equipment and material

used by a service firm as well as to the appearance of service employees. Besides,

equipment’s, personnel, and communication materials. Tangibles provide physical

use to evaluate quality.

service provider are crucial. The assurance perceived by customers is an important

where customers associate quality with perceptions of human factors.

provision, problem resolution, and pricing. Customers need to do business with

consistently shown to be the most important determinant of perception of service

customers including the features of sensitivity, approachability and understanding

the essence of empathy is conveying, through personalized or customized service, that

to feel understood by and important to firms that provide service to them.

VII. Student Satisfaction

Customer satisfaction, is a customer’s perspective based on expectation and

then subsequent post purchase experience. In other words, it is an evaluation of products

as complaining, product choice and repurchasing (Jashireh, 2016).

INDEPENDENT VARIABLE DEPENDENT VARIABLE

Canteen Service Quality

Fig. 1: Conceptual Framework