Customer Satisfaction of Tahilan Residents and Study Center

A Thesis Presented to the Faculty of the College of International

Tourism and Hospitality Management Lyceum of the
Philippines University-Batangas

In Partial Fulfilment of the Requirements for the Degree of Bachelor of

Science in International Hospitality Management Specialized in Culinary Arts and
Kitchen Operations and
Hotel and Restaurant Administration

By:

Sheryl Llanes Predilla

Jorien A.Junio

April 2017
 APPROVAL SHEET
In partial fulfilment of the requirements for the degree of Bachelor Science in
International Hospitality Management specialized in Culinary Arts and Kitchen
Operations Hotel and Restaurant Administration, this study entitled “Customer
Satisfaction Of Tahilan Residents and Study Center in Manila City” prepared and
submitted by Sheryl L. Predilla and Jorien A. Junio and has been examined and
recommended for acceptance and approval for oral examination.

____________________________
Evangeline Mendoza, MIHM
Thesis Adviser

Defended in an oral examination before a duly constituted panel with a grade of

_______.

PANEL OF EXAMINERS

_____________________
Alex P. Ylagan, DBA
Chairman

________________________ ________________________
Abigail Manzano, MIHM Rhea Corina Mejia-Bicol, MBA
Member Member

Accepted in partial fulfilment of the requirements for the degree Bachelor of

Science in International Hospitality Management specialized in Culinary Arts and
Kitchen Operations and Hotel and Restaurant Administration.

________________________
Alex P. Ylagan, DBA
Dean, CITHM
 THESIS ABSTRACT

Title: Customer Satisfaction of Tahilan Residents and Study Center

Authors: Sheryl L. Predilla
Jorien A. Junio
No. of Pages: 43
Degree: Bachelor of Science in International Hospitality Management
Specialized Culinary Arts and Kitchen Operations &Hotel and
Restaurant Administration
School Year: 2016-2017
Research Adviser: Ms. Evangeline Mendoza
Customer satisfaction is a measure of how products and services supplied by a
company meet or surpass customer expectation. The study aims to determine the
customer satisfaction of the tenants of Tahilan Residence and Study Center.
Specifically, it identifies the profile of the residents in terms of age, profession, and
province of origin. It determines the level of satisfaction of customers in Food Service,
Housekeeping and Dining room Service. It also presents the common problems
encountered by the customers. The study tests the significant differences between
responses of the customers when grouped according to variables, and proposes a
standard evaluation instrument for Tahilan Residents and Study Center. The findings of
this study will redound to the benefits of the following: The study can contribute to the
CITHM students of LPU for their future research in customer satisfaction and ETEEAP
graduate school students in their field of work; standard basis for customer satisfaction.
Majority of the respondents are students under 15 – 24 years old. Very few are Senior
Citizens and medical practitioners. The level of Customer Satisfaction of Residents of
Tahilan in Food Service, Housekeeping and Dining room Service indicates that the
respondents are satisfied. Housekeeping got the lowest weighted mean which indicates
that the respondents are less satisfied in the service. Common problem encountered by
the customer is the housekeeping services. This also indicates that respondents often
encountered problems in this area. There is a significant difference observed on food
service when grouped according to age while there is no significant difference when
grouped profession and province of origin. Tahilan Residents and Study Center
Management may review housekeeping services specifically cleanliness in the aspects
of the area including the building equipment, tools and utensils and implement a rigid
cleaning policy and procedures to address concerns of the residents on insects and
rodents. An evaluation instrument that can be an effective tool in measuring customer
satisfaction is proposed.
Keywords: Customer Satisfaction, Basis for Improvement
ACKNOWLEDGEMENT

The researchers wish to give gratitude to the following for their invaluable help and support:

To the Father Almighty, for giving wisdom, strength, support and guidance in helping them

surpass all the trials and for making this research possible.

To Dear Families for their love, encouragement and support that keeps us motivated in finishing

this research with all might.

To Ms. Evangeline Mendoza, for being such a supportive research adviser, and Ms. Trinky

Marcelo who were always there for whenever the researchers need an extra advice with

regards to thesis. Their cleverness in research making serves as inspiration as well, to do such

research that is so essential and beneficial to other people.

To Ms. Abby Manzano, one of the panellists and Eteeap Head, and Ms. Rhea Corina B. Mejia;

for extending knowledge and giving outstanding ideas for the improvement of research.

To Dr. Alex P. Ylagan, the CITHM Dean and the chairman of panel of examinees, who had

been so approachable and idealistic about giving suggestion and great pieces of advice to the

researchers.

And lastly, to the Philippine Foundation For Cultural & Educational Development, Inc. for giving

the opportunity to study and who have supported throughout the process.

From the bottom of their hearts we would like to extend their deepest gratitude to all.

The Researchers
DEDICATION

We dedicate this research to our family and friends who have supported us throughout

the process. We will always appreciate all efforts that you have done.

Above all, we dedicate this research to the Lord God from above for we know that

whatever we do as long as it is dedicated to Him, it will be blessed by Him.

Sheryl and Jorien

 TABLE OF CONTENTS
Title Pages
Title Page I
Approval Sheet ii
Abstract iii
Acknowledgement iv
Dedication v
Table of Contents vi
List of Tables vii
Introduction 1
Objectives of the Study 2
Review of Literature 3-14
Methods 15
Research Design 15
Participants 15
Instruments 15
Data Gathering/Data Analysis, Conclusions and Recommendation 16
Result and Discussion 17-38
Conclusion 39
Questionnaire 40-41
Recommendations 42

References 43
Appendices
Appendix A Letter to Respondents
Appendix B Reliability Test
Appendix C Questionnaire
Appendix D Statistical Output
Appendix E Residents Pictures
 LIST OF TABLES

Table Title Page

1 Percentage Distribution of the Respondents’ Profile 17

2.1 Customer Satisfaction as to Food Service 18

2.2 Customer Satisfaction as to Housekeeping Service 21

2.3 Customer Satisfaction as to Dining Room Service 23

2.4 Summary Table on the Customer Satisfaction 24

3.1 Common Problems encountered by the tenants in Food Service 25

3.2 Common Problems encountered by the tenants in Housekeeping Service 28

3.3 Common Problems encountered by the tenants in Dining room Service 30

3.4 Summary Table on the Common Problems encountered by the tenants

in Food Service 32

4.1 Difference of Responses on the Customer Satisfaction when Grouped

According to Age 33
4.2 Difference of Responses on the Customer Satisfaction when Grouped
According to Profession 34
INTRODUCTION

“The quality of service provided determines the level of satisfaction of the

residents even though what is seen as quality by one resident may not necessarily be

quality to another’’. Customer satisfaction is a measure of how products and services

supplied by a company meets or surpasses customer expectation. Customer

satisfaction is an asset that should be monitored and managed just like any physical

asset. It is very important also to find out what causes customer satisfaction. The

relationship between customer service and customer satisfaction is a vital one.

(Enyonam Afi Ako-Nai, June 2011).Two Dimensions of Satisfactory Customer Service:

Procedural Dimension and Personal Dimension; Procedural Dimension- This deal with

the system policies and procedure that supports the delivery of consistent, efficient

service. Personal Dimension- This have something to do with the ability of service

personnel to relate to costumer as persons, establish goodwill and rapport with them

and to tune into their needs as human being.(Punlaan handbook for students, 2006).

Tahilan first opened as Tanglaw Residence Hall for young university women in

the early 1970’s on San Rafael Street in San Miguel, Manila. Years later, it moved to

2396 Leon Guinto nd took the name “Tahilan”—signifying a beam used in bridge-

building. According to the residents, Tahilan has become a home away from home,

where residents are led to appreciate the true value of university life and authentic

character development.

The findings of this study will redound to the benefits of the following: 1.)

Everyone in Tahilan Residence and Study Center 2.)To society considering that

1
majority of the tenants are students and will play an important role in society. 3.) The

study can contribute to the CITHM students of LPU for their future research in customer

satisfaction and 4.) ETEEAP graduate school students in their field of work; standard

basis for customer satisfaction.

OBJECTIVES OF THE STUDY

The study aims to determine the customer satisfaction of the tenants of Tahilan

Residence and Study Center. Specifically, it will identify the profile of the residents in

terms of age, profession, and province of origin, It will determine also the level of

satisfaction of customers in Food Service, Housekeeping and Dining room Service; also

present the common problems encountered by the customers, test the significant

differences between responses of the customers when grouped according to variables;

and lastly, will propose a standard evaluation instrument for Tahilan Residents and

Study Center.

The findings of this study will redound to the benefits of the following: 1.)

Everyone in Tahilan Residence and Study Center 2.)To society considering that

majority of the tenants are students and will play an important role in society. 3.) The

study can contribute to the CITHM students of LPU for their future research in customer

satisfaction and 4.) ETEEAP graduate school students in their field of work; standard

basis for customer satisfaction.

2
Review of Related Literature

Customer Satisfaction

Customer satisfaction is important in any business operation. In a survey of

nearly 200 senior marketing managers, 71 percent responded that they found a

customer satisfaction metric very useful in managing and monitoring their businesses.

(Marketing Metrics, 2010 Paul W. Farris).In a competitive marketplace where

businesses compete for customers, customer satisfaction is seen as a key differentiator

and increasingly has become a key element of business strategy (The Future of

Business: The Essentials, 2005 Lawrence J. Gitman).Asking customers to rate their

satisfaction on a scale of 1-10 is a good way to see if they will become repeat

customers or even advocates. Any customer that give you a rating of 7 and above, can

be considered satisfied, and can safely expect them to come back and make repeat

purchases. It is said that customers who gives a rating of 9 or 10 are potential customer

advocates who can leverage to a competitive marketplace where businesses compete

for customers; customer satisfaction is a vital gauge of an excellent service. Customer

satisfaction is the metric a company can use to reduce customer churn. By measuring

and tracking customer satisfaction one can put new processes in place to increase the

overall quality of customer service. A study by Info Quest found that a ‘totally satisfied

customer’ contributes 2.6 times more revenue than a somewhat satisfied customer.

Furthermore, a totally satisfied customer contributes 14 times more revenue than a

somewhat dissatisfied customer. Satisfaction plays a significant role in how much

revenue a customer generates for a business. Current successful businesses

understand the importance of customer lifetime value. Customer lifetime value is a

3
beneficiary of high customer satisfaction and good customer retention. It reduces

negative word of mouth McKinsey found that an unhappy customer tells between 9-15

people about their experience. In fact, 13% of unhappy customers tell over 20 people

about their experience.

Without customers, there would be no restaurants, pub, hotel, kitchen, bar, or

leisure center. In other words, customers means job. Customers mean job for two ways;

they can provide with business, by being in the establishment and they can provide with

new business by returning to an establishment or recommending it to other people.

Likewise, the staffs are important to customers for some reasons like, the impression

the customers gets or the impression he or she gets of the establishment and the

company as a whole, the staffs are able to provide help and information to the customer

and in the position to be able to make the customer feel at home in what may be to

him/her a strange environment. It has been said that working in the hotel, catering,

leisure and tourism industry is like an actor on stage where the guests are placed on the

center stage first; the character parts that the staff play is like what actor plays and

similarly guests expect to render good service( Punlaan School Hand Out for students).

Customer Satisfaction plays a significant role in how much revenue a customer

generates for business. Successful businesses understand the importance of customer

lifetime value. Customer lifetime value is a beneficiary of high customer satisfaction and

good customer retention. Customer satisfaction is tightly linked to revenue and repeat

purchases. What often gets forgotten is how customer satisfaction negatively impacts

the business. It is one thing to lose a customer because they were unhappy. It’s another

4
thing completely to lose 20 customers because of some bad word of mouth (Blog-client

heartbeat.com/why-customer-satisfaction-is-important/).

To exclude bad word of mouth, one needs to measure customer satisfaction on

an ongoing basis. It will help businesses identify if customers are actually happy with

their product or services when they trace changes in satisfaction. It is cheaper to retain

customers than acquire new ones. This is probably the most publicized customer

satisfaction statistics out there. It costs six to seven times more to acquire new

customers than it does to retain existing customers.

Customer satisfaction surveys help companies measure satisfaction, identify

unhappy customers and find potential advocates. For most companies, customer

satisfaction ratings can have powerful effects. Firstly, they help focus employees on the

importance of fulfilling and exceeding customer expectations. Secondly, when

satisfaction ratings dip, they warn of potential problems that can affect future revenue.

Customer satisfaction metrics assist with understanding exactly how happy (or

unhappy) customers are. Research from Financial Training Services found that 96% of

unhappy customers do not complain, but 91% of those actually leave and never come

back. Businesses who succeed in these cut-throat environments are the ones that make

customer satisfaction a key element of their business strategy. An Accenture global

customer satisfaction report (2008) found that price is not the main reason to seethed

customer; it is actually due to the overall poor quality of customer service. This is

astounding and shows how important it is to understand and exercise the use of

customer satisfaction surveys within company. “Customer satisfaction provides a

5
leading indicator of consumer purchase intentions and loyalty.” (Marketing Metrics, 2010

Paul W. Farris). The purpose of this type of survey is to gauge how satisfied customers

are.

A happy customer is valuable to the company. Happy customers come back and

make repeat purchases; they have higher customer lifetime values and are less likely to

defect to competitors. On the flipside, an unhappy customer is a nightmare. They are

more likely not to continue to buy from you, and even worse, they tell lots of people

about their bad experience. Customer satisfaction surveys help the organization identify

the overall level of satisfaction and assist with finding the happiest and unhappiest

customers. To follow up with the happiest customers, feedback from a survey is a must

(To turn them into advocates), and the unhappiest customers (to fix problems and retain

their business). (www.Mckinsey .com 2014)

The most effective customer satisfaction surveys use rating scales. The end goal

of a customer satisfaction survey is to get actionable customer feedback that can be

used to improve the overall customer experience. Creating amazing customer

experiences is the main focus of all companies around the world. To create amazing

experiences, the management first needs to measure and track customer satisfaction.

Surveys are the best way to do that (Ross Beard, 2014).There are two dimensions that

constitute an ideal customer service. The first one is the procedural dimension, which

has something to do with technical procedures in executing the service; the other one

comprises the human and personal touch that livens the procedural aspect of the job so

that it creates the total impression of professional and at the same time warns and

gracious service.

6
There are two Dimensions of Satisfactory Customer Service: Procedural Dimension and

Personal Dimension; Procedural Dimension deals with the system policies and

procedure that supports the delivery of consistent, efficient service.

First is timeliness- The time it takes for the customer to be served. Long waiting time

before service is rendered is one of the most discouraging experiences of a customer.

Henceforth, system and procedure must be designed in such a way that it can render

prompt and fast service. Convenience on the other hand is a satisfactory service; one

that works best to ensure the customer’s comfort and convenience of the customer

which prevail over that of the service personnel. Organized and smooth flows are the

systems and procedures that can ensure a smooth and steady flow of operations; then

unnecessary delays, interruption and inconveniences can be avoided. Anticipation is a

system that enables service personnel to know what is going to happen next and what

costumer needs will have to be set will sure pave the way for greater customer

satisfaction.

Next is communication. Costumers expect to be sufficiently informed about the

products as well as the company policies, extra charges, etc. hence, the need for

communication system that can disseminate necessary and relevant information to the

customer in accurate, prompt and thorough manner. Feedback mechanism means to

build costumer goodwill, service must be able to respond to customers’ needs and

expectations. An attempt to get feedback from customer on this respect is the best way

on finding out how well they have done is satisfying to customers and exploring areas

for improvement. Problem solving mechanism means feedback is worthless unless

complaints and concern are given proper attention and action. Therefore, there is a

7
need for a problem solving mechanism that facilitates the resolutions of operational

problems. Monitoring of the service ensures that the system and procedures are

effectively and efficiently executed, the organization must see to it that the operations

are consistently monitored/supervised and that corrective action is immediately taken.

For service to reflect professionalism, procedures are expected to meet acceptable or

professional standards, such as image reflected in, their physical appearance, grooming

and service performance.

Third is personal Dimension. This has something to do with the ability of service

personnel to relate to costumer as persons, establish goodwill and rapport with them

and to tune into their needs as human beings. P- Personalized Service- while there

are mechanical devices that customers are able to use in availing the assistance

they need, nothing can match a personalized service wherein service personnel

personally attend to the customer. E- Enthusiasm and Endurance; Enthusiasm is

manifested in the willingness and desire to provide consistent positive and pleasant

service even to those who seem rude or irritating. Endurance is the ability to accept,

tolerate, and endure customer behaviour that displeasure us. R is for Respect.

Treating the customer as a person by being sensitive to his feelings, by avoiding

sarcastic embarrassing or rude language that hurts or antagonize him.

S- Smiling Body Language which includes the facial expressions smile, eye

contact, hands and body movements that are expressive of positive attitude and

interest in serving the customer. O- Open Mindedness is the virtue that is reflective

in the ability to open hearts and ears as one listens attentively to whatever

complaints, comments or reactions from customers without having to show signs of

8
 irritation or defensiveness. N- Need is for Satisfaction; more than the customer’s

need for the product sold, he also has a need for: Attention, recognition and

appreciation; Need for sufficient and necessary information; Need for acceptance

and belonging; Need for Safety and security. A for Attentiveness; if there is one thing

that irritates the customer; it is the experience of not being able to find service

personnel who can attend to his needs for assistance. Even if the need is not

immediate, still a service staffs that stand by is ready to attend to him anytime and

makes pleasant impressions. L – Loving concern- Service to people is not just a

matter of profession for earning one’s bread and butter. It is a service of love that

should be manifested in our sincere concern and attention to customers’ needs and

expectations. This may radiate in our friendly tone of voice, helpful suggestions,

honesty and sincerity in our dealings with customers. (Punlaan Handout for

Students)

Tahilan Residences & Study Center

KALFI (Kalinangan Youth Foundation) assists Tahilan Residence and Study

Center, a project of the Philippine Foundation for Cultural and Educational development,

Inc. (PFCED) in running similar KALFI programs for the youth. Aside from providing the

warmth of a home, Tahilan fosters in each resident the true value of university life and

authentic character development. Permanence is still the ultimate test for the sincerity of

an institution’s purpose. As Tahilan reached its golden anniversary on 2015, Tahilan

Residence and Study Center made the grade. From its humble beginnings in October

1965, the residence stands true to its promise; the holistic development of future women

leaders in society.

9
 Tahilan as a Study Center is a hub for academic and cultural interaction. It

fosters the virtue of study and the desire to learn. Talks, workshops, and conferences

are organized throughout the year with the purpose of fostering academic excellence

among today’s university women. Invited speakers to its activities come from a wide

range of professional fields. Tahilan imbibes in young people an awareness of and

appreciation for the world—both material and spiritual, for one’s roots, and for the here-

and-now. It encourages the development of sensitivity for Filipino cultural heritage

through visits to historical and cultural sites. Tahilan envisions the holistic development

of future women leaders of society by providing a program of activities and a proper

atmosphere that fosters in each one the true value of university or professional life and

the development of an authentic Christian character. (https://tahilan.org/about-2). A

tenant or a resident is a person who lives somewhere permanently or on a long-term

basis. They maybe a group that rent and occupy a land, a room, an office or the like

from another for a period of time.

Tahilan Receives Accreditation from De LaSalle University (DLSU). Tahilan

residence and Study Center received a four- star rating from the office of Student Affairs

(OSA) of (DLSU) after the accreditation that took place during the third term of

Academic Year 2009-2010. Accreditation levels are also set to sort the dormitories

according to the number of points they received. Tahilan is a Circus of life, or Cirque de

la Vie as the Residents put it, where they come together and learn how to overcome

frustrations and mistakes as they develop capabilities and aim for greater heights.

Through all this they rest on the support of a bond stronger than ordinary ties of

friendship that they have come to forge with each other. (www.tahilan.com)

10
 Tahilan management also imposed the dress code especially for the students.

The concept of this is for the girls to be aware that even if they are living in a very

modern world where modesty is somehow neglected for many reasons, it is still very

important to live this virtue. Some residents for instance do not want to follow this ‘’rule’’

of dressing.

Tahilan organized various activities to help the beneficiaries excel in their studies

and professional fields. Resources speakers are invited to talk about the different

cultures around the world. Weekend tours are also organized to expose the

beneficiaries to history and arts, various literacy programs are carried out all-year round

by student volunteers from universities near Tahilan. Volunteers give individualized

academic assistance to children from the poor families. Tahilan also give opportunities

to the residents to discover and develop their potentials for personal growth as well as

in service to others.

Sustaining and encouraging the quest for learning is the staff, which is composed

of three or four women professionals who offer academic orientation, tutorials, values

formation, and character development classes.

Tahilan trains people to become leaders who serve. It runs a wide range of

outreach activities such as rural service projects, medical and dental missions, visits to

the poor and sick, tutorials and classes in catechism to children of low-income families.

There is a twice-weekly eskwel@tbp services children from Singalong and Dagonoy

streets in Manila.

11
 A home away from home, Tahilan provides a welcoming atmosphere to counter

whatever trace of homesickness there might be among new and even old residents.

The residence is so designed as to provide the minimum of comfort and amenities to

provide respite after a day’s work. (http://www.kalfi.org/kalfi/kalfi-study-centers/tahilan-

residence-and-study-center). As a study center,Tahilan offers good study facilities and

fosters attitudes that turn studying into almost worthwhile task. University professors

and researchers are invited to present their studies in Tahilan. The key aspect to reach

the high level of customer satisfaction is on how the services are given to the residents

of Tahilan; such as receive proper care as a tenant, place comfortable and conducive

enough for them to stay, enough facilities, place for them to study basic needs such as

healthy and appetizing foods, clean and pleasant rooms. These are the common

problems a resident may encounter and in order to solve these, thorough and in-depth

studies were done and whether there are some barriers that prevent a good customer

delivery. Food Service is the industry related to making, transporting or selling prepared

foods to restaurants, hospitals, schools and lodging establishments. It is all about food

and beverages that are consumed in the home or out of the home. The word “house” is

referred to as the hotel, while keeping as a department in the hotel is tasked to maintain

the cleanliness and orderliness according to set standards. In general, the word

“housekeeping” refers to the upkeep and maintenance of cleanliness and orderliness in

a house or a lodging establishment such as inn, hotel, apartel, condominium, resort,

dormitory or a hospital. On the other hand, Dining room service includes table

appointments. Table Appointments refer to all the implements used in dining; flatware,

dinnerware, hollow ware, beverage ware and linens.

12
 For these reasons, the researchers were inspired to pursue the study since they

believe that the results will help the school MICARS (Manila Institute for Culinary Arts

and Residential Services) improve its service quality to Tahilan Residence and Study

Center for a better customer satisfaction. It is important for MICARS to be able to

identify the customer satisfaction of Tahilan Residents and Study center in terms of

Food, Housekeeping and Beverage services offered by the students. This study will find

out if MICARS gives excellent service and in what ways they can improve so as to

develop and promote Tahilan Residence and Study Center to other people. As a

residence and study center, it will also present common problems encountered by the

residents and the action plan to be able to address the problems. It will focus on the

factors that affect the good service rendered to the tenants of Tahilan Residence and

Study Center. The study will also find out in what areas MICARS need to improve its

service so that it will benefit both the residence and the school. Like other Residences

MICARS provide customer satisfaction similar from other Residential Industry local and

abroad.

Consistency and excellence is the secret ingredient to making customers happy.

However, it’s difficult to get right and requires top-leadership attention. Sustaining an

audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought,

of purpose, and of action over a long period of time.” Customers expect consistency in

the quality of service they receive. Practice will ensure greater consistency of

performance. Consistency may be one of the least inspirational topics for most

managers. But it’s exceptionally powerful, especially at a time when retail channels are

proliferating and consumer choice and empowerment are increasing.

13
 Getting consistency right also requires the attention of top leadership. That is

because by using a variety of channels and triggering more and more interactions with

companies as they seek to meet discrete needs, customers create clusters of

interactions that make their individual interactions less important than their cumulative

experience. It has been said that this customer journey can span all elements of a

company and include everything from buying a product to actually using it, having

issues with a product that require resolution, or simply making the decision to use a

service or product for the first time.(www.Mckinsey .com 2014) .

14
METHODS

Research Design

The researchers used the descriptive design. Various techniques were used to get good

results. In this study, survey questionnaires and interview were used. The researchers asked

permission from the management of Tahilan Residence and Study Center to conduct the

survey.

Participants of the Study

The participants of the study were the residents and occupants of Tahilan Residence

and Study center of 2015-2017 with 24 respondents or 100% of the residents were given

questionnaires. They were chosen to be the participants because they are in the best position to

give the necessary information needed in this research.

Instrument

The researchers used a self- made survey questionnaire with a very concise and formal

set of questions to gather information in the shape required for data analysis. The questions

were based on the feedback from Residences and Study Center and personal observations of

the staff. First part is the profile of the respondents in terms of age, profession, and province of

origin, while the second part is the level of satisfaction of customers in Food Service,

Housekeeping and Dining room Service. Meanwhile, third part is the investigated common

problems encountered by the customers.

15
Data Gathering Procedure

After validation of the questionnaires, the questionnaires were distributed personally to

the participants. During the survey, the researchers assure the respondents that all information

gathered were held confidential and used for research purposes only. The data gathered were

tabulated, classified, analyzed and interpreted to get into the findings, conclusions and

recommendation to answer the problems of the study.

There are 10 sets of questionnaires distributed to the working professionals and

students in the same field of industry for pilot testing to come up with a better survey questions

The survey were prepared to examine the customer satisfaction level with the services given

For the final analysis, we distributed questionnaires to 10 student-residents and 15 for working

professionals.

Data Analysis

All data were tallied, encoded and interpreted using different statistical tools. To

determine the profile of the residence and the consistency of the staff in giving satisfaction, the

researchers used the percentage and frequency distribution. While weighted mean was used on

the second part of the questionnaire. Independent sample t-test was then be applied to test the

hypothesis with 0.05 alpha levels.

Data Analysis

How satisfied a customer depends on the quality of service that was given to

the customers. In order to determine the quality of service, the researchers used survey

questionnaires. The questionnaire was designed to determine whether the customers

are satisfied by using the Likert Scale Response Options: Always, Often, Sometimes

16
and Never. These determined whether the customers were satisfied or dissatisfied with

the services that were being given to them. There were 24 questionnaires that were

distributed to the residents and hundred percent of the questionnaires were answered.

RESULTS AND DISCUSSION

Table 1
Percentage Distribution of the Respondents’ Profile

Profile Variables Frequency Percentage (%)

Age
15-24 years old 14 58.30
35-44 years old 4 16.70
45-54 years old 5 20.80
65 years old and above 1 4.20
Profession
Student 10 41.70
Teacher 6 25.00
Medical Practitioner 1 4.20
Office Worker 3 12.50
Industry Practitioner 4 16.70

Table 1 shows the Respondent’s profile in terms of Age, Profession and Province of

origin. The distribution shows that majority of the customers were belonged to age

range between 15-24 years old that got 58. 30%; 14 among the age from 15-24 years

old were the majority of the respondents while the age 55 and above got the lowest

respondent(s) which only got 4.20 %. Since majority of the respondents were students,

they can promote Tahilan Residence and study Center with their classmates, friends

and acquaintances and in other universities because customers mean job for two ways.

They can provide with business, by being in the establishment and they can provide you

with new business by returning to your establishment or recommending it to other

17
people. In terms of profession, the highest numbers of respondents were the students

with the percentage of 41.70 while the lowest was the medical practitioner with only

4.20 % respectively. As a residence, Tahilan provides commendable accommodations

for college students far from home. It serves as the venue of activities for female

students of the De La Salle University, St. Scholastica’s College and of UP Manila.

Tahilan welcomes all university women of all nationalities and creeds. Most of the

guests of Tahilan Residence and Study Center comes from Antique , Batangas ,

Bulacan ,Bicol , Cagayan Valley ,Cavite ,Ifugao, Benguet , Iligan City , Muntinlupa City

Manila , Nueva Ecija , Pampanga , Quezon City with a total of 24 respondents.

Table 2.1
Customer Satisfaction as to Food Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Food served is of high quality. 3.00 Satisfied 8.5
2. Regarding total appearance, color, taste
3.08
and odor of food served. Satisfied 7
3. Food served has nutritional value. 3.42 Satisfied 2
4. Food served is fresh and safe. 3.17 Satisfied 4.5
5. Food served is hot if it is to be served
3.46
hot and cold if it is to be served cold. Satisfied 1
6. Food is creatively presented. 3.38 Satisfied 3
7. Food is sufficient for diners 3.13 Satisfied 6
8. Dessert must be presentable to the
3.17
eyes, and smell and taste good. Satisfied 4.5
9. Breads are soft and freshly baked 2.79 Satisfied 10
10. Food served has variety of choices. 3.00 Satisfied 8.5
Composite Mean 3.16 Satisfied
Legend: 3.50 – 4.00 = Highly Satisfied; 2.50 – 3.49 = Satisfied; 1.50 – 2.49 = Less Satisfied;
1.00 – 1.49 = Not Satisfied

Table 2 depicts the satisfaction of the customer as to food service. The composite mean

of 3.16 indicates that the respondents are satisfied. All items were rated satisfied

18
 In question # 10 Food served has variety of choices;# 9 Breads are soft and

freshly baked; and # 1Food served is of high quality got the lowest weighted mean

score of 3.00- 2.79 respectively. This signifies that the food that is being served is not of

high quality and has no variations. Food is any substance organic or in organic when

digested or eaten nourishes the body by building and repairing tissue, supplying heat

and energy and regulating bodily processes. Food served should have the

optimum/good nutrition. The body has adequate supply of essential nutrients that are

efficiently utilized such that growth and good health are maintained at the highest

possible level; people not only eat with their mouths but also with their eyes. While

eating, the four (4) senses are very much at work; the sense of smell, sight, and touch

and lastly, the taste.

Bread for instance is very much love by the Filipinos. The researchers noticed

that majority of the residents like to eat bread especially when they are soft and newly

baked. It is not only among the residents but also for the majority of the people in the

country. They like soft breads; breads cannot be removed when eating breakfast. It is

also eaten with hot coffee or chocolate drinks which branded as a Filipino culture. They

believe that serving soft and freshly baked breads are very much important and would

really be appreciated by the customers. As some would say, “Pan de sal saves the

day”.

In any business matter, people always want a high quality of foods, materials etc.

People buy what has a high quality because people believe that things with high quality

are worth their money. It is also the same with foods; service is a lot better if the quality

19
of ingredients used is of high quality. It is thought that dishes are more delicious,

appetizing and nutritious of ingredients used are of high quality.

On the other hand, Food served is hot if it is to be served hot and cold if it is to be

served cold got the highest weighted mean score of 3.46. It shows that temperature in

food service rank first. Bacteria exist everywhere in nature. They are in the soil, air,

water and the foods eaten. When bacteria have nutrients (food), moisture, time and

favourable temperatures, they grow rapidly, increasing in numbers to the point where

some can cause illness.

Understanding the important role temperature plays in keeping food safe is

critical. The temperature at which food has been handled, can answer the question, "Is

it safe?" (USDA) food and safety and Inspection Service. How serving temperature

affects the way food tastes freshly cooked, steaming dishes may smell delicious, but

some researchers believe that heat impairs the ability to enjoy the flavour of food.

Heating or cooling certain parts of the tongue can create the illusion of certain tastes. A

study published in the journal Nature in 1999 found that warming the front edge of the

tongue (where the chorda tympani nerve is), from a cold temperature, can evoke

sweetness. Cooling the same area conjures sourness and/or saltiness. Then, at the

back of the tongue (where the glossopharyngeal nerve is), a different set of effects

occur. The Yale researchers concluded that thermally sensitive neurons form an

everyday part of the sensory code for taste(Http.www.theguardian.com). It is important

that these parameters or indicators are being observed all the time for a better service

and customer satisfaction.

20
 Breads are soft and freshly baked got the weighted mean score of 2.79 indicating

that the respondents are satisfied. Food served has variety of choices got the weighted

mean score of 3.00 indicating that the respondents are satisfied. Food served is of high

quality value got the weighted mean score of 3.00 indicating that the respondents are

satisfied.

The top 3 in rank food served is hot if it is to be served, food served has

nutritional value, and food served is fresh and safe. The lowest 3 in rank are breads are

soft and freshly baked, food served has variety of choices, food served is of high quality.

In food industry, proper temperature when serving food is very important and it

should be strictly followed. It is not only because of health and sanitation purposes.

People will not eat cold soup for example if they ordered for a hot pumpkin soup. The

same way as the dessert, most of the desserts are served cold or chilled. The

researchers think that this item should be given an extra importance though it ranked

first in the table.

Food safety is very important. People nowadays are very much exposed to

different cuisines and they know exactly if the food they eat is healthy or not, fresh or

safe. Being in the food industry, it is a duty to make sure that the food served to

customer is safe. People will come back and appreciate your business especially if it

involves food if they are guaranteed that they are safe.

Since the tenants of Tahilan are not all students, i.e. there are also mature

and older ones, it is necessary to keep in mind that the food that is being served to them

has nutritional value. It shows that creativity in presenting the food is also a requirement

21
to satisfy a customer. Since MICARS is a culinary school, the students and the staff

should try their best to create a unique and appealing food presentation.

Table 2.2
Customer Satisfaction as to Housekeeping Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Dust and dirt are consistently removed.
2.58
Satisfied 3
2. Rooms and bathrooms are clean, smell
2.54
good and have proper ventilation. Satisfied 4
3. Linen and towels are clean and changed
2.46
every week. Less Satisfied 6
4. Clothes are washed, pressed, fold and
delivered on time with proper laundry 2.25
number. Less Satisfied 9
5. Furniture and appliances are in order
and in good condition; repairs are done 2.46
immediately. Less Satisfied 6
6. Personnel are punctual in entering and
2.75
leaving the residence area. Satisfied 1
7. The linens are clean, free from stain and
not crumpled; towels are washed well, soft 2.17
and smell good. Less Satisfied 10
8. Mattresses are free from bedbugs and
2.46
other insects. Less Satisfied 6
9. Trash is removed every day. 2.38 Less Satisfied 8
10. Extra ordinary cleaning is done
2.71
regularly. Satisfied 2
Composite Mean Less
2.48
Satisfied
Legend: 3.50 – 4.00 = Highly Satisfied; 2.50 – 3.49 = Satisfied; 1.50 – 2.49 = Less Satisfied;
1.00 – 1.49 = Not Satisfied

Table 2.2 depicts the satisfaction of the customer as to Housekeeping. The

composite mean of 2.28 indicates that the respondents are less satisfied.

The indicators linens are clean, free from stain and not crumpled, towels are

washed well, soft and smell good got the weighted mean score of 2. 17. In the question

22
clothes are washed, pressed, fold and delivered on time with proper laundry number got

the weighted mean score of 2.25. And in question trash is removed everyday got the

weighted mean score of 2.28 respectively.

Clean, soft and free from stain linens are very important to anyone else. The

researchers think that providing a clean, soft, and not crumpled linens and towels are

absolutely very much appreciated by the customers. After a very tiring day, people want

a comfortable place to stay with to recuperate their energy.

Like food, clothing is also essential to daily life. Properly washed and pressed

clothes give a pleasant appearance to a person. It adds human tone, makes a person

more appealing and looks more professional.

Cleanliness is next to godliness; house cleaning become less of a chore when

one has mastered the techniques of saving on steps as tidying each room.

Housekeeping is the care and maintenance of a home or house affairs. In hotels it is the

heart of the Industry.

Personnel are punctual in entering and leaving the residence area got the less

satisfied rating with the weighted mean score of 2.75. It is proven that punctuality is vital

among the respondents. Time punctuality and promptness are highly valued by

humans. A lack of punctuality could mean an insult or a sign of irresponsibility. The

items personnel are punctual in entering and leaving the residence area, extraordinary

cleaning is done regularly and, dust and dirt are consistently removed got the lowest

number in rank.

Punctuality is a virtue, unpunctuality is for the unemployed. This is a cardinal rule

in the restaurant business.

23
 Cleanliness is one of the vital factors of having a good and happy life. The

researchers believe that it is not enough just to clean but it is also important to clean the

areas which we are reached during our daily cleaning for e.g. the windows, screens and

shutters. Poor housekeeping will turn the establishment down and the visitors will not

come back anymore. A satisfactory service is one that works best to ensure the

customer’s comfort and convenience of the customer must prevail over that of the

service personnel.

Table 2.3
Customer Satisfaction as to Dining Room Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Servers or waitresses are in complete
and in proper uniform, presenting a 2.92
professional appearance. Satisfied 8.5
2. Servers are approachable, welcoming,
3.21
patient and cheerful. Satisfied 4.5
3. Dining room opens on time. Servers
3.67
serve on time. Satisfied 1
4. Table linen, flatware, chinaware,
silverware and glassware are clean and 3.33
complete. Satisfied 3
5. Servers know the menu of the day
including the basic preparation method and 3.04
ingredients. Satisfied 7
6. Proper ventilation of the dining room;
nearby department area can’t be heard 3.13
(e.g. noise from the kitchen or pantry). Satisfied 6
7. Centrepiece is provided when needed. 3.21 Satisfied 4.5
8.Dining room is well lighted 2.92 Satisfied 8.5
9. Tablecloth is clean, not crumpled and Highly
3.54
free from any stain. Satisfied 2
10. Insects are not seen in the area. 2.79 Satisfied 10
Composite Mean 3.18 Satisfied
Legend: 3.50 – 4.00 = Highly Satisfied; 2.50 – 3.49 = Satisfied; 1.50 – 2.49 = Less Satisfied;
1.00 – 1.49 = Not Satisfied

24
 Table 2.3 depicts the satisfaction of the customers as to dining room service. The

composite mean of 3.18 indicates that the respondents are satisfied. All items were

rated satisfied and the dining room opens on time, the servers serve on time followed by

the table cloth is clean and not crumpled and free from stain got the highest weighted

mean score from 3. 67 and 3.54 .Table service is a manner in which food will be served

to the diner. This includes knowledge of table appointments, setting the table and

offering food to the diners.

Punctuality is one of the virtues all needed to acquire. Being punctual is

important; being late is impolite and leaves a bad impression.

One of the most important parts of the restaurant is the dining room, clean,

orderly and properly set up dining room leaves a good impression to the diners and

guests. Properly pressed and stain free table linens adds to the overall concept of the

restaurant.

On the other hand, servers or waitresses are in complete uniform and in proper

uniform, and the insects are seen in the area got the lowest weighted mean score from

2.92 and 2.79.It has been said that working in the hotel, catering, leisure and tourism

industry is like an actor on stage where the guests are placed on the center stage first,

the characters’ parts that the staff play is like what actor plays and similarly guests

expects to render good service(Punlaan School Hand Out for students). The food server

is the salesperson in the dining room. It is her duty to see to it that the diner’s

experience is pleasant and satisfying. In order to do this, food servers must be well

groomed and personable. A food service appearance reflects on the foodservice

establishment. She must be free from anybody or mouth odors and must wear clean,

25
well pressed uniform and polished shoes with hair neatly trimmed and combed.

Fingernails must be short and clean. Being alert and competent; a food server must

know procedures and must anticipate the needs of the guest to be able to render

prompt service. Having good guest relations; a food server must be courteous, polite,

helpful, and attentive to the diners. Being a good team player; Good table service

requires the team effort of all the dining room and kitchen staff. A good food server must

know how to work with the rest of the members of the team.

Table 2.4
Summary Table on the Customer Satisfaction

Indicators Weighted Verbal Rank

Mean Interpretation
1. Food Service 3.16 Satisfied 2
2. Housekeeping 2.48 Less Satisfied 3
3. Dining Room Service 3.18 Satisfied 1
Composite Mean 2.94 Satisfied
Legend: 3.50 – 4.00 = Highly Satisfied; 2.50 – 3.49 = Satisfied; 1.50 – 2.49 = Less Satisfied;
1.00 – 1.49 = Not Satisfied

Table 2.4 depicts the summary on the customer satisfaction. The composite

mean of 2.94 indicates that the respondents are satisfied. Two indicators such as the

food service and the dining room service got the highest weighted mean score from

3.18 to 3.16 respectively.

On the other hand housekeeping service got the lowest weighted mean

score of 2.48 which indicates that the respondents are less satisfied. Certain guidelines

and procedures govern the work of an efficient and effective food server. These

commence from the time guest are greeted upon their entry to the establishments and

are observed throughout the entire meal until the guests leave the premises. In

26
housekeeping service, pest control and sanitation are needed to improve the customer

satisfaction of Tahilan Residents and Study center Control measures:

Proper Sanitation- without food, shelter and water mice cannot survive. Thus foods

must be covered, eliminating stagnant water, and covering all possible entrance of

mice, like holes. Poisoning rat baiting; this can bring temporary reduction in rodent.

Destroying their hiding places, like in crowded storerooms, decongesting the storeroom

and helping it clean.

Rat proofing; this is meant to get out of the Building. It is easier to kill rats already inside

(Banilad handbook for students).

Table 3.1
Common Problems encountered by the tenants in Food Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Meat and vegetables are not cooked properly;
2.46
meat is not tender and vegetables overcooked. Sometimes 3
2. Food for diets is not given to the person who has
2.25
diet. Sometimes 7
3. Insufficient serving of food. 2.08 Sometimes 10
4. Same dish is served repeatedly. 2.50 Often 2
5. Food is not contaminated by foreign materials
2.42
(e.g. Glass, plastic, metal, hair, insects etc.). Sometimes 4
6. Food tastes salty, bland and oily. 2.54 Often 1
7. There is poor food presentation. 2.33 Sometimes 6
8. Food for packed meals doesn’t have variety. 2.17 Sometimes 9
9. Food served is not balanced. 2.21 Sometimes 8
10. Packed meal is either too much or too little. 2.38 Sometimes 5
Composite Mean 2.33 Sometimes
Legend: 3.50 – 4.00 = Always; 2.50 – 3.49 = Often; 1.50 – 2.49 = Sometimes; 1.00 – 1.49 = Never

Table 3.1 depicts the common problems encountered by the respondents in

terms of food service. The composite mean of 2.33 indicates that the respondents

sometimes encountered problems in food service.

27
 Only two items were the rated “often” as to food tastes salty, bland and oily.

This got the highest weighted mean score of 2.54 followed by same dish is served

repeatedly with the weighted mean score of 2.50 respectively.

The researchers believe that food taste shall be given an attention because it is

likewise very much important in the food industry. If the food served does not satisfy the

customer, it means that something is really wrong. Eating cannot be removed from

people’s lives; it is and will always be one of the essential factors of man’s everyday life.

If a restaurant or any food establishment does not satisfy man’s palate, it means that

are losing little by little the business. Good tasting food is very attractive to anyone else.

Food is life as what everyone will always hear and see from people’s conversations and

social media’s posts. Good food makes a person’s days complete.

As planning is important for organizations, so too it is also important in making

menus. To avoid serving the same dish frequently, it is good to plan and make menu in

advance. Tenants do not want to eat the same dish often. They look for varieties; they

look for innovations, and even recipe fusion. Food industry is very dynamic, broad; it is

an art as well. There are many tools and sources where ideas be sourced on food. The

social media, different apps and other networking are the best tools to use in order to

improve in food service.

On the other hand, items such as food served is not balanced, food for packed

meals doesn’t have variety and the insufficient serving of food got the lowest weighted

mean score from 2.21 to 2.08 respectively. Taste is a notoriously difficult sense to

study. The difficulties in taste study are compounded by the fact that taste is intimately

associated with the sense of smell. Every kid knows to plug his nose when trying a food

28
he or she doesn’t like. Researchers must be constantly aware that differences in taste

may also be due to smell. So when they want to answer a question like “how does the

texture of a food impact its taste?” they know it will not be a simple matter to explore.

A balanced diet is one that provides the body with all the essential nutrients,

vitamins and minerals required to maintain cells, tissues and organs as well as to

function correctly. A diet that is lacking in nutrients can lead to many different health

problems ranging from tiredness and lack of energy to serious problems with the

function of vital organs and lack of growth and development.

A balanced diet needs to contain foods from all the main food groups in the

correct proportions to provide the body with optimum nutrition. It should also be made

up of the correct number of calories to maintain a healthy weight, and be low in

processed foods. Every person is different and hence the correct diet for health may

vary from person to person, however by following a diet that is varied, covers all foods

groups and is low in undesirable nutrients such as sodium, saturated fats and sugar,

you are well on your way to a healthy body.

To achieve a healthy, balanced diet, it is important to eat at least three meals a

day and not to skip breakfast. Each meal should be composed of a variety of foods

from each food group and portion sizes should be moderated to control calorie intake.

Limiting alcohol consumption is also recommended, the US guidelines being one

standard drink per day for women and two for men with two alcohol free days per week.

The 2010 dietary guidelines from the U.S. Departments of Health and Human

Services and Agriculture recommend that a diet that is low in saturated and trans fats,

29
cholesterol, added sugar, salt and alcohol should be followed. A diet similar to the

DASH (Dietary Approaches to Stop Hypertension or the Mediterranean diet) diet is

recommended to fulfil these requirements. Calorie intake should also be balanced with

physical activity and sedentary activities such as watching TV should be reduced.

(https://www.caloriesecrets.net)

Table 3.2
Common Problems encountered by the tenants in Housekeeping Service
Indicators Weighted Verbal Rank
Mean Interpretation
1. Not enough stock of toiletries and other
3.17
cleaning equipment. Often 3.5
2. Lack of thoroughness in daily cleaning. 3.17 Often 3.5
3. Foot towel and hand towel are not changed
3.04
regularly. Often 6.5
4. Cobwebs are present or visible. 3.00 Often 8.5
5. Walls are not cleaned periodically. 3.00 Often 8.5
6. Mops used for cleaning the floor are not
3.04
clean and have foul odour. Often 6.5
7. Rooms and corridors are musty. 3.33 Often 2
8. Stains are present in bed linen and clothes. 3.38 Often 1
9. Air condition units are noisy. 3.13 Often 5
10. Air conditioned units are dusty. 2.75 Often 10
Composite Mean 3.10 Often
Legend: 3.50 – 4.00 = Always; 2.50 – 3.49 = Often; 1.50 – 2.49 = Sometimes; 1.00 – 1.49 =N

Table 3.2 depicts the common problems encountered by the tenants in

housekeeping service with the composite mean score of 3.10. Stains are often present

in bed linens and clothes ranked first with the score of 3.38, followed by rooms and

corridors are musty with the score of 3.33. Not enough toiletries and other cleaning

equipment and lack of thoroughness in daily cleaning were tied down to the weighted

mean score of 3.35.

Linens can instantly enhance a room by adding warmth, color, texture and an

element of style. But keeping those sheets, towels, duvets, comforters and blankets in

pristine condition can be a Herculean task. Whether they come from coffee, wine, food,

30
make-up or even blood, stains do not have to mean the end of the line for favourite

linens. Time, patience and a commitment to taking care of the linens are needed to

save them from the rag bag (or the trash). The earlier these are seen and treated a

stain, the better chance at removing it. That is why it is imperative that the staff inspect

linens immediately upon cleaning a room, and treat stains upon discovery. It is so much

easier to see the stain on a sheet while still on the bed or a stain on a towel or wash

cloth when removing it from bathroom. Always inspecting linens before removing them

from the room; if seen a stain it can be pre-treat immediately before taking the linens to

the laundry room. If not certain what type of stain it is, putting masking tape to the stain

and treating it when it gets to the laundry room is better. If the type of stain is

recognized but cannot treated right away, add some tape, mark types of stain found on

the item and treat in the laundry room. This way it does not go into the washing machine

without pre-treating. A safety pin on the stained area to alert whoever is doing the

laundry to pre-treat before adding to the washing machine can be done also. This is

especially important with a sheet, pillowcase, towel or washcloth, where most makeup

stains will occur. It is next to impossible to get a stain out once an item has been

washed and dried. (http://www.innstyle.com). To aim for guest satisfaction in terms of

cleanliness, order, safety combined with competency, management should know the

importance and value of Housekeeping. It creates a warm and welcoming family

atmosphere, gives peace, joy and relaxation to the family or household served,

guarantees guest satisfaction to the family or household served if properly done. The

server employs work simplification techniques. E.g. the use of serving tray and the

31
service station, these encourages server to be professional, updated and creative in her

food and beverage service task.

As cleanliness is necessary and important, providing complete set of toiletries is

also important. People who will use the bathroom and common comfort room will feel

comfortable using them as they are provide the necessary equipment and materials for

them. It will also add to the establishment’s prestige because housekeeping is the heart

of the hotel industry thus, it is just appropriate like in foods to make sure that this area is

also properly equipped.

On the other hand, air condition units are dusty with the weighted mean score of

2.75, followed by the tied weighted mean score of 3.00 in cobwebs are present or

visible and walls are not cleaned periodically got the lowest rank weighted mean score.

Being in the tropical country where the sun is always up, providing air condition

units is a must especially for a lodging or hotel industry. People at least need some

comfort after a tiring day. Regular maintenance and cleaning of the air condition units is

a must not only of the preservation of the items but also for the sake of the people who

use them. If the air condition units are not cleaned regularly, it will cause some allergies

or sickness to customers.

The staff first duty is to be clean. The cleanliness of the establishment or work

place is part and parcel of life. As the floors are cleaned everyday, the walls and ceiling

as well must be cleaned. No trace of cobwebs should be seen, they should not be

visible either. It will make a bad impression if the customers or guests will see cobwebs

hanging around, walls full of dust and dirt. The researchers believe that cleaning

organization is needed in order to avoid this kind of problem.

32
 Table 3.3
Common Problems encountered by the tenants in
Dining Room Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Wobbly tables; chairs are too heavy or not
2.33
proper in size; space are too narrow. Sometimes 3
2. Dining room is dirty. 2.00 Sometimes 10
3. There is poor ventilation. 2.17 Sometimes 7
4. Hairs are seen on food. 2.25 Sometimes 5.5
5. Condiments are not replenished. 2.58 Often 1
6. Service is slow. 2.13 Sometimes 8
7. Silverware unclean, tarnished and rusty. 2.29 Sometimes 4
8. Glasses are frosted with water calcium
2.25
residue. Sometimes 5.5
9. Coffee maker, oven toaster and microwave
2.04
oven are not clean. Sometimes 9
10. Insects or rodents such as rats, ants,
spiders and cockroaches are seen around the 2.50
area. Often 2
Composite Mean 2.25 Sometimes
Legend: 3.50 – 4.00 = Always; 2.50 – 3.49 = Often; 1.50 – 2.49 = Sometimes; 1.00 – 1.49 = Never

Table 3.3 depicts the common problems encountered by the respondents in

terms of dining room service. The composite mean of 2.25 indicates that the

respondents sometimes encountered problems in dining room service. All the items

were rated sometimes where the glasses are frosted with calcium residue, silverwares

are unclean, tarnished and rusty and condiments are not replenished got the highest

weighted score of 2.58.

The researchers believe that it is important that the chinawares, silverwares and the

beverage wares are clean and free from any stains. Customers often check the

appearance of the things they will use when they eat. Some of the customers are quite

meticulous and sensitive when they see the poor quality of the utensils etc. They

believe that table wares are one of the important factors to satisfy the customers. It also

33
tells the status of the restaurant. They also believe that it is like a mirror that tells if the

restaurant or any food establishment is rendering a high quality of service.

Condiments are not replenished, chairs and tables are wobbly and silver wares

are unclean, tarnished and rusty are the highest in rank. It is always good to review or

check the status of the materials, tools and equipments being used in the dining room.

Proper care and maintenance shows good standard of the establishment. As simple as

refilling and cleaning the condiment trays has already an impact as one enters and

decides to eat in a certain restaurant. It is good to pay attention in small details, though

they are small but they say a lot about the establishment

Dining room is dirty is the highest in rank followed by the service is slow and

there is poor ventilation. People give importance to cleanliness as it is important in daily

lives. Cleanliness is necessary for safety reasons and maintenance of the overall

appearance of the establishment. It should be kept clean and tidy as it is the place

where we eat. The dining room supervisor or manager must make a list or do an

inspection; find time to sit in the dining room and put herself as the guest. Service also

affects the restaurant’s ambiance.

On the other hand, hairs are seen on food, and insects or rodents such as ants,

rats, spiders and cockroaches are seen around the area got the lowest weighted mean

score from 2.04 to 2.50.

In any food or business industry, it is not a good sign if insects or rodents in any

forms are present. It reflects a bad condition of the establishment. Even at homes these

insects are eliminated. Having such creatures in a restaurant or in any food

establishments will lessen the quality of the establishment. It reflects the uncleanliness

34
of the establishment, the poor sanitation practices and a lot more. These problems will

also cause some sickness that might be very harmful to the customers or to even the

people working in that establishment. Sanitation is very important especially when food

is related. Effective action plans are necessary in order to eliminate and avoid these

problems.

Table 3.4
Summary Table on the Common Problems Encountered by the Tenants in
Food Service

Indicators Weighted Verbal Rank

Mean Interpretation
1. Food Service 2.33 Sometimes 2
2. Housekeeping 3.10 Often 1
3. Dining Room Service 2.25 Sometimes 3
Composite Mean 2.56 Often
Legend: 3.50 – 4.00 = Highly Satisfied; 2.50 – 3.49 = Satisfied; 1.50 – 2.49 = Less Satisfied;
1.00 – 1.49 = Not Satisfied

Table 3.4 shows the summary of the common problems encountered by the

tenants in terms of food, housekeeping and dining room service. The composite mean

score of 2.56 indicates that the respondents often encountered problems with the

service given to them.

Housekeeping got the highest weighted mean score of 3.10 which indicates that

respondents often encountered problems in this area. On the other hand, food service

and dining room service both got the sometimes response with the weighted mean

score from 2.33 to 2.25 respectively.

In dining room service, punctuality in entering and leaving the area got the

highest weighted mean score. Time: punctuality, and promptness are highly valued by

humans, a lack of punctuality could mean an insult or a sign of irresponsibility.

Punctuality is a virtue, unpunctuality is for the unemployed: this is a cardinal rule in the

35
restaurant business. To care for customers, one must be credible (Can be trust with), be

accessible (Always available), be or dependable) and be excellent in work. A food

service attendant is a professional who is reliable, cooperative, personable, healthy,

clean and neat, knowledgeable, persuasive and attentive.

Housekeeping refers to the upkeep and maintenance of cleanliness and order in

a house or lodging establishment as in, hotel, apartel, hospital, etc. A housekeeper is a

person responsible for administering housekeeping maintenance and ensuring that

everything is in order; occupants are safe, comfortable and protected from disease-

causing bacteria (Habihan Handbook for students).

Table 4.1
Difference of Responses on the Customer Satisfaction
When Grouped According to Age

F - value p - value Interpretation

Food Service 4.601 0.013 Significant
Housekeeping 1.093 0.375 Not Significant
Dining Room Service 1.410 0.269 Not Significant
Legend: Significant at p-value < 0.05

As seen from the result, there is a significant difference observed on food service

when grouped according to age since the obtained p-value of 0.013 is less than 0.05

alpha level. This means that the satisfaction on food service varies as to age and age

group of 15 to 24 years old was found to be significant and implies that they have the

highest satisfaction.

The researchers think that age has a big effect on the level of the customer

satisfaction of Tahilan residents and study center. The data show that young people

with the age between 15- 24 years old are the ones who are more satisfied with the

services especially when it comes to food service. It is because they do not have

special diets to follow unlike the older people who are more conscious with what they

36
eat. Older people often eat with their minds and not with their mouths. Being in the food

industry, it is often heard or noticed that the older people before eating certain dish,

would always ask what the ingredients are, how the food was prepared, etc. They do

not want fried foods because they are conscious of their cholesterol level etc. Younger

ones on the other hand, like to eat fried foods because they said it is more appetizing

and taste better.

Table 4.2
Difference of Responses on the Customer Satisfaction
When Grouped According to Profession

F - value p - value Interpretation

Food Service 2.377 0.088 Not Significant
Housekeeping 1.251 0.323 Not Significant
Dining Room Service 0.391 0.813 Not Significant
Legend: Significant at p-value < 0.05

The table reveals that all computed p-values were greater than 0.05 alpha level,

thus the researcher fails to reject the null hypothesis. This means that there is no

significant difference observed and indicates that different people working on different

profession have the same level of satisfaction.

This shows that people of different professions do not have the same level of

satisfaction in terms of the services rendered to the. The researchers think that

profession is not a parameter to measure the satisfaction of the customers.

Conclusion:

1. Majority of the respondents are students under 15 – 24 years old. Very few are

Senior Citizens and medical practitioners.

2. The level of Customer Satisfaction of residents of Tahilan in food Service,

housekeeping and dining room service indicates that the respondents are

37
 satisfied. Housekeeping service got the lowest weighted mean which indicates

that the respondents are less satisfied and improvement is needed for customer

satisfaction specially in housekeeping service.

3. A common problem encountered by the customer is the housekeeping services.

This also indicates that respondents often encountered problems in this area.

4. There is a significant difference observed on food service when grouped

according to age. Satisfaction on food service varies as to age and age group of

15 to 24 years old was found to be significant and no significant difference

observed and indicates that different people working on different profession have

the same level of satisfaction when grouped according to variables.

5. A Customer Satisfaction standard survey evaluation instrument for Tahilan

Residents and Study Center is proposed.

38
Questionnaire: Age:
Profession: Student Teacher Medical Practitioner Office Worker
15-24 years old Industry Practitioner
I.Profile of the Respondents: Province of Origin:
25-34 years old

35-44 years old

45-54 years old

Customer Satisfaction Survey Questionnaire in terms of
FOODSERVICE, HOUSEKEEPING and DINING ROOM SERVICE.
55 and above
Please put check on the box that corresponds to your answer using below scale:

Food Service Always Often Some Never House Always Often Some Never Dining Room Always Often Some Never
times keeping times Service times
4 3 2 1 4 3 2 1 4 3 2 1

1. Food served is 1. Dust and dirt 1. Servers or

of high quality. are consistently waitresses are in
removed. complete and in proper
uniform, presenting a
professional
appearance.
2. Regarding total 2. Rooms and 2. Servers are
appearance, color, bathrooms are approachable,
taste and odor of clean, smell good welcoming, patient and
food served. and have proper cheerful.
ventilation.
3. Food served 3. Linen and 3. Dining room opens
has nutritional towels are clean on time. Servers serve
value. and changed on time.
every week.

4. Food served is 4. Clothes are 4. Table linen, flatware,

fresh and safe. washed, pressed, chinaware, silverware
fold and delivered and glassware are
on time with clean and complete.
proper laundry
number.
5. Food served is 5. Furniture and 5. Servers know the
hot if it is to be appliances are in menu of the day
served hot and order and in good including the basic
cold if it is to be condition; repairs preparation method and
served cold. are done ingredients.
immediately.
6. Food is 6. Personnel are 6. Proper ventilation of
creatively punctual in the dining room; nearby
presented. entering and department area can’t
leaving the be heard (e.g. noise
residence area. from the kitchen or
pantry).
7. Food is 7. The linens are 7. Centerpiece is
sufficient for clean, free from provided when needed.
diners. stain and not
crumpled; towels
are washed well,
soft and smell
good.
8. Dessert must be 8. Mattresses are 8.Dining room is well
presentable to the free from bedbugs lighted
eyes, and smell and other insects.
and taste good.
9. Breads are soft 9. Trash is 9. Tablecloth is clean,
and freshly baked removed every not crumpled and free
day. from any stain.

10. Food served 10. Extra ordinary 10. Insects are seen in
has variety of cleaning is done the area.
choices regularly.

39
 Common Problems encountered by the tenants in
Food Service, Housekeeping & in Dining room Service
Food Service Always Often Some Never House Always Often Some Never Dining Room Always Often Some Never
times keeping times Service times
4 3 2 1 4 3 2 1 4 3 2 1

1. Meat and 1. Not enough 1. Wobbly tables;

vegetables are not stock of toiletries chairs are too
cooked properly; and other cleaning heavy or not
meat is not tender
equipment. proper in size;
and vegetables
overcooked. space are too
narrow.
2. Food for diets is 2. Lack of 2. Dining room is
not given to the thorough cleaning. dirty.
person who has diet.
3. Insufficient 3. Foot towel and 3. There is poor
serving of food. hand towel are not ventilation.
changed regularly.
4. Same dish is 4. Cobwebs are 4. Hairs are seen
served repeatedly. present or visible. on food.

5. Food is not 5. Walls are not 5. Condiments are

contaminated by cleaned not replenished.
foreign materials periodically.
(e.g. Glass, plastic,
metal, hair, insects
etc.).
6. Food tastes salty, 6. Mops used for 6. Service is slow.
bland and oily. cleaning the floor
are not clean and
have foul odor.
7. There is poor 7. Rooms and 7. Silverware
food presentation. corridors are unclean, tarnished
musty. and rusty.

8. Food for packed 8. Stains are 8. Glasses are

meals doesn’t have present in bed frosted with water
variety. linen and clothes. calcium residue.

9. Food served is 9. Air condition 9. Coffee maker,

not balanced. units are noisy. oven toaster and
microwave oven
are not clean.
10. Packed meal is 10. Air conditioned 10. Insects or
either too much or units are dusty. rodents such as
too little. rats, ants, spiders
and cockroaches
are seen around
the area.

40
Recommendations:

1.) Tahilan Residents and Study Center Management may review cleanliness aspects

of the area including the building, equipment, tools and & utensils and implement a rigid

cleaning policy and procedures to address concerns of the residents.

2.) Housekeeping procedures should be intensively checked and the management

should conduct a training for the personnel. Mattresses may also be replaced.

3.) A checklist maybe used in checking daily task to address problems.

4.) Menu planning should be done ahead by the kitchen manager.

5.) Regular pest control maybe done.

6.) Similar research maybe conducted using other profile variables.

41
Reference:

Enyonam Afi Ako-Nai (June 2011) Effect of Customer Service on Customer

Satisfaction: A Case Study

Punlaan School handbook for students (2006) The two dimensions of satisfactory

customer service

Habihan school Handbook for students: Housekeeping to the upkeep and maintainance

of cleanliness and order in a house

Banilad school Handbook for students: Housekeeping service

The Future of Business: The Essentials( 2005 )Lawrence J. Gitman

Blog-client heartbeat.com/why-customer-satisfaction-is-important/

An Accenture global customer satisfaction report (2008) Customer service top cause of

customer churn

Marketing Metrics, (2010) Paul Farris: Customer satisfaction

www.Mckinsey .com (2014) The three C’s of customer satisfaction

Ross Beard (2014).Six reasons why customer satisfaction is important

https://tahilan.org/about-2/\ Tahilan residence and study center

www.tahilan.com

http://www.kalfi.org/kalfi/kalfi-study-centers/tahilan-residence-and-study-center: Tahilan

Residence and Study Center

42
43
 LYCEUM OF THE PHILIPPINES UNIVERSITY

Batangas City

Dear Respondents;

We are students of Lyceum of the Philippines University, taking up

Bachelor of Science Hotel and Restaurant Administration& Culinary Arts and

Kitchen Operations are currently working on our research paper entitled

“Customer Satisfaction of Tahilan Residents and Study Center in Manila City” to

assess the Customer Satisfaction in the Residence and Study Center. We are

asking for your assistance in answering the question below with full sincerity.

Rest assured that result will be treated with utmost confidentiality. Thank you and

God Bless.

THE RESEARCHERS

Sheryl L. Predilla

Jorien A. Junio

Appendix A
Reliability

The Questionnaire had undergone a reliability testing with a Cronbach alpha

result of 0.935, 0.817, 0.933, 0.904, 0.912 and 0.907.

Reliability Statistics

Cronbach's Alpha N of Items

.935 10

Item Statistics

Mean Std. Deviation N Item-Total Statistics

Scale Mean if Scale Variance if Corrected Item- Cronbach's

a1 3.3333 .61721 15 Item Deleted Item Deleted Total Correlation Alpha if Item
Deleted

a2 3.2667 .59362 15 a1 29.6667 26.667 .867 .923

a3 3.5333 .51640 15 a2 29.7333 27.352 .784 .927

a4 3.2667 .79881 15 a3 29.4667 28.267 .735 .930

a5 3.3333 .81650 15 a4 29.7333 26.067 .719 .930

a6 3.5333 .63994 15 a5 29.6667 26.524 .640 .934

a7 3.2667 .79881 15 a6 29.4667 27.981 .618 .934

a8 3.2667 .79881 15 a7 29.7333 24.924 .879 .921

a9 3.0000 .75593 15 a8 29.7333 25.781 .758 .928

a10 3.2000 .77460 15 a9 30.0000 27.143 .617 .935

a10 29.8000 25.029 .896 .920

Appendix B
Scale Statistics

Mean Variance Std. Deviation N of Items

33.0000 32.571 5.70714 10

Reliability

Reliability Statistics

Cronbach's Alpha N of Items

.817 10

Item Statistics

Mean Std. N Item-Total Statistics

Deviation

Scale Mean Scale Corrected Cronbach's

b1 2.4667 .63994 15 if Item Variance if Item-Total Alpha if Item
Deleted Item Deleted Correlation Deleted

b2 2.5333 .83381 15 b1 23.0000 19.000 .589 .794

b3 2.4667 .74322 15 b2 22.9333 16.924 .740 .772

b4 2.3333 .61721 15 b3 23.0000 20.143 .300 .821

b5 2.6667 .97590 15 b4 23.1333 20.695 .288 .820

b6 2.6667 .81650 15 b5 22.8000 22.029 -.031 .867

b7 2.3333 .61721 15 b6 22.8000 18.314 .531 .797

b8 2.8000 .94112 15 b7 23.1333 19.838 .450 .806

b9 2.5333 .63994 15 b8 22.6667 15.667 .825 .758

b10 2.6667 .81650 15 b9 22.9333 18.495 .689 .785

b10 22.8000 16.457 .841 .760

Appendix B
 Scale Statistics

Mean Variance Std. Deviation N of Items

25.4667 22.695 4.76395 10

Reliability

Reliability Statistics

Cronbach's Alpha N of Items

.933 10

Item Statistics

Mean Std. Deviation N Item-Total Statistics

Scale Mean if Scale Variance Corrected Item- Cronbach's

c1 3.0667 .70373 15 Item Deleted if Item Deleted Total Alpha if Item
Correlation Deleted

c2 3.3333 .72375 15 c1 30.3333 28.095 .664 .929

c3 3.7333 .59362 15 c2 30.0667 27.352 .749 .925

c4 3.4667 .83381 15 c3 29.6667 28.810 .687 .928

c5 3.2000 .67612 15 c4 29.9333 26.495 .740 .926

c6 3.4667 .63994 15 c5 30.2000 28.171 .685 .928

c7 3.5333 .63994 15 c6 29.9333 28.352 .702 .927

c8 3.2000 .86189 15 c7 29.8667 28.410 .692 .928

c9 3.3333 .81650 15 c8 30.2000 25.743 .807 .922

c10 3.0667 .79881 15 c9 30.0667 26.067 .817 .921

c10 30.3333 26.238 .815 .921

Appendix B
 Scale Statistics

Mean Variance Std. Deviation N of Items

33.4000 33.543 5.79162 10

Reliability

Reliability Statistics

Cronbach's Alpha N of Items

.904 10

Item Statistics

Mean Std. Deviation N Item-Total Statistics

Scale Mean if Scale Variance Corrected Item- Cronbach's

d1 2.4667 .51640 15 Item Deleted if Item Deleted Total Correlation Alpha if Item

Deleted

d2 2.6000 .63246 15 d1 20.6667 25.952 .634 .898

d3 2.2000 .67612 15 d2 20.5333 26.410 .422 .908

d4 2.5333 .74322 15 d3 20.9333 24.924 .618 .897

d5 2.3333 .72375 15 d4 20.6000 23.543 .757 .888

d6 2.4000 .82808 15 d5 20.8000 24.457 .639 .896

d7 2.2000 .86189 15 d6 20.7333 22.352 .832 .882

d8 2.0667 .59362 15 d7 20.9333 24.067 .561 .902

d9 2.0000 .84515 15 d8 21.0667 24.210 .854 .886

d10 2.3333 .89974 15 d9 21.1333 23.267 .683 .893

d10 20.8000 22.743 .699 .893

Appendix B
 Scale Statistics

Mean Variance Std. Deviation N of Items

23.1333 29.552 5.43621 10

Reliability

Reliability Statistics

Cronbach's Alpha N of Items

.912 10

Item Statistics

Mean Std. Deviation N Item-Total Statistics

Scale Mean if Scale Variance Corrected Item- Cronbach's

e1 3.7333 .59362 15 Item Deleted if Item Deleted Total Alpha if Item

Correlation Deleted

e2 3.8000 .41404 15 e1 30.6000 29.829 .295 .921

e3 3.4000 .82808 15 e2 30.5333 28.552 .762 .905

e4 3.0000 1.06904 15 e3 30.9333 27.067 .504 .914

e5 3.4000 .82808 15 e4 31.3333 22.095 .881 .890

e6 3.4667 .63994 15 e5 30.9333 23.781 .945 .885

e7 3.6000 .63246 15 e6 30.8667 27.124 .684 .903

e8 3.6667 .72375 15 e7 30.7333 26.495 .799 .898

e9 3.4000 .73679 15 e8 30.6667 25.810 .784 .897

e10 2.8667 .91548 15 e9 30.9333 25.495 .814 .895

e10 31.4667 26.267 .532 .915

Appendix B
 Scale Statistics

Mean Variance Std. Deviation N of Items

34.3333 32.095 5.66527 10

Reliability

Reliability Statistics

Cronbach's Alpha N of Items

.907 10

Item Statistics

Mean Std. Deviation N

f1 2.2667 .79881 15

f2 2.0667 .70373 15

f3 2.2000 .67612 15

f4 2.1333 .91548 15

f5 2.6000 .82808 15

f6 2.3333 .61721 15

f7 2.4000 .73679 15

f8 2.3333 .81650 15

f9 2.3333 .61721 15

f10 2.4667 .83381 15

Appendix B
 Item-Total Statistics

Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha

Item Deleted Item Deleted Total Correlation if Item Deleted

f1 20.8667 24.552 .786 .889

f2 21.0667 25.924 .696 .896

f3 20.9333 25.924 .730 .894

f4 21.0000 25.000 .609 .903

f5 20.5333 25.838 .580 .903

f6 20.8000 27.171 .599 .901

f7 20.7333 25.495 .722 .894

f8 20.8000 25.314 .661 .898

f9 20.8000 26.171 .769 .893

f10 20.6667 25.667 .597 .902

Scale Statistics

Mean Variance Std. Deviation N of Items

23.1333 31.410 5.60442 10

Appendix B
 QUESTIONNAIRE

The questionnaire is an attempt to know the profile of the residence of Tahilan students and

professionals, and to assess the customer satisfaction being done in this residence and study center in

terms of FOODSERVICE, HOUSEKEEPING and DINING ROOM SERVICE.

Please answer the following questions by checking rounded square that best described you. All

information shall be held confidential and shall be used for research purposes only.

I: Profile of the Respondents

Age: 15-24 years old

25-34 years old

35-44 years old

45-54 years old

55 and above

Profession: Student

Teacher

Medical Practitioner

Office Worker

Industry Practitioner

Province of Origin:

Appendix C
II. Customer Satisfaction Survey Questionnaire
Please put check on the box that correspond to your answer using below scale:

A. Food Service

4 - Always
3 - Often
2 – Sometimes
1 - Never

Food Service Always Often Sometimes Never

4 3 2 1
1. Food served is of high
quality.

2. Regarding total
appearance, color, taste
and odor of food served.
3. Food served has
nutritional value.

4. Food served is fresh and

safe.

5. Food served is hot if it is

to be served hot and cold if
it is to be served cold.
6. Food is creatively
presented.

7. Food is sufficient for

diners.

8. Dessert must be
presentable to the eyes,
and smell and taste good.
9. Breads are soft and
freshly baked

10. Food served has

variety of choices.

Appendix C
II. Customer Satisfaction Survey Questionnaire
Please put check on the box that correspond to your answer using below scale:

B. Housekeeping Service

4 - Always
3 - Often
2 – Sometimes
1 - Never

Housekeeping Always Often Sometimes Never

4 3 2 1
1. Dust and dirt are consistently
removed.

2. Rooms and bathrooms are

clean, smell good and have
proper ventilation.
3. Linen and towels are clean and
changed every week.

4. Clothes are washed, pressed,

fold and delivered on time with
proper laundry number.
5. Furniture and appliances are in
order and in good condition;
repairs are done immediately.
6. Personnel are punctual in
entering and leaving the residence
area.
7. The linens are clean, free from
stain and not crumpled; towels are
washed well, soft and smell good.
8. Mattresses are free from
bedbugs and other insects.

9. Trash is removed every day.

10. Extra ordinary cleaning is

done regularly.

Appendix C
II. Customer Satisfaction Survey Questionnaire
Please put check on the box that correspond to your answer using below scale:

C. Dining Room Service

4 - Always
3 – Often
2 – Sometimes
1– Never

Dining Room Service Always Often Sometimes Never

4 3 2 1
1. Servers or waitresses are in
complete and in proper
uniform, presenting a
professional appearance.
2. Servers are approachable,
welcoming, patient and
cheerful.
3. Dining room opens on time.
Servers serve on time.
4. Table linen, flatware,
chinaware, silverware and
glassware are clean and
complete.
5. Servers know the menu of
the day including the basic
preparation method and
ingredients.
6. Proper ventilation of the
dining room; nearby
department area can’t be
heard (e.g. noise from the
kitchen or pantry).
7. Centerpiece is provided
when needed.
8.Dining room is well lighted

9. Tablecloth is clean, not

crumpled and free from any
stain.
10. Insects are seen in the
area.

Appendix C
III. A.) Common Problems encountered by the tenants in Food Service

4 - Always
3 - Often
2 – Sometimes
1 - Never

Food Service Always Often Sometimes Never

4 3 2 1
1. Meat and
vegetables are
not cooked
properly; meat is
not tender and
vegetables
overcooked.
2. Food for diets
is not given to the
person who has
diet.
3. Insufficient
serving of food.
4. Same dish is
served
repeatedly.
5. Food is not
contaminated by
foreign materials
(e.g. Glass,
plastic, metal,
hair, insects etc.).
6. Food tastes
salty, bland and
oily.
7. There is poor
food presentation.
8. Food for
packed meals
doesn’t have
variety.
9. Food served is
not balanced.
10. Packed meal
is either too much
or too little.

Appendix C
III. B.) Common Problems encountered by the tenants in Housekeeping Service

4 - Always
3 - Often
2 – Sometimes
1 - Never

Housekeeping Always Often Sometimes Never

4 3 2 1
1. Not enough stock
of toiletries and other
cleaning equipment.
2. Lack of thorough
cleaning.

3. Foot towel and

hand towel are not
changed regularly.
4. Cobwebs are
present or visible.

5. Walls are not

cleaned periodically.

6. Mops used for

cleaning the floor are
not clean and have
foul odor.
7. Rooms and
corridors are musty.

8. Stains are present

in bed linen and
clothes.

9. Air condition units

are noisy.

10. Air conditioned

units are dusty.

Appendix C
III. C.) Common Problems encountered by the tenants in Dining Room Service

4 - Always
3 - Often
2 – Sometimes
1– Never

Dining Room Always Often Sometimes Never

Service 4 3 2 1
1. Wobbly tables;
chairs are too heavy
or not proper in
size; space are too
narrow.
2. Dining room is
dirty.

3. There is poor
ventilation.

4. Hairs are seen on

food.

5. Condiments are
not replenished.

6. Service is slow.

7. Silverware
unclean, tarnished
and rusty.
8. Glasses are
frosted with water
calcium residue.
9. Coffee maker,
oven toaster and
microwave oven are
not clean.
10. Insects or
rodents such as
rats, ants, spiders
and cockroaches
are seen around the
area.

Appendix C
Statistical Output

Frequencies

Statistics

age profession

N Valid 24 24

Missing 0 0

Frequency Table

Age

Cumulative
Frequency Percent Valid Percent Percent

Valid 1.00 14 58.3 58.3 58.3

3.00 4 16.7 16.7 75.0

4.00 5 20.8 20.8 95.8

5.00 1 4.2 4.2 100.0

Total 24 100.0 100.0

Appendix D
Profession

Cumulative
Frequency Percent Valid Percent Percent

Valid 1.00 10 41.7 41.7 41.7

2.00 6 25.0 25.0 66.7

3.00 1 4.2 4.2 70.8

4.00 3 12.5 12.5 83.3

5.00 4 16.7 16.7 100.0

Total 24 100.0 100.0

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

a1 24 2.00 4.00 3.0000 .65938

a2 24 2.00 4.00 3.0833 .58359

a3 24 2.00 4.00 3.4167 .58359

a4 24 2.00 4.00 3.1667 .81650

a5 24 2.00 4.00 3.4583 .72106

a6 24 2.00 4.00 3.3750 .71094

a7 24 2.00 4.00 3.1250 .74089

a8 24 2.00 4.00 3.1667 .70196

a9 24 2.00 4.00 2.7917 .58823

a10 24 2.00 4.00 3.0000 .78019

atotal 24 2.40 3.80 3.1583 .47724

Valid N (listwise) 24

Appendix D
Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

b1 24 2.00 3.00 2.5833 .50361

b2 24 1.00 4.00 2.5417 .72106

b3 24 1.00 4.00 2.4583 .65801

b4 24 1.00 3.00 2.2500 .60792

b5 24 1.00 4.00 2.4583 .88363

b6 24 2.00 4.00 2.7500 .79400

b7 24 1.00 4.00 2.1667 .63702

b8 24 1.00 4.00 2.4583 .93153

b9 24 1.00 4.00 2.3750 .64690

b10 24 1.00 4.00 2.7083 .75060

btotal 24 1.60 3.20 2.4750 .41520

Valid N (listwise) 24

Appendix D
Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

c1 24 1.00 4.00 2.9167 .88055

c2 24 2.00 4.00 3.2083 .72106

c3 24 2.00 4.00 3.6667 .56466

c4 24 1.00 4.00 3.3333 .70196

c5 24 2.00 4.00 3.0417 .55003

c6 24 2.00 4.00 3.1250 .67967

c7 24 2.00 4.00 3.2083 .72106

c8 24 2.00 4.00 2.9167 .77553

c9 24 2.00 4.00 3.5417 .72106

c10 24 2.00 4.00 2.7917 .72106

ctotal 24 2.20 3.90 3.1750 .51012

Valid N 24

(listwise)

Appendix D
Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

d1 24 1.00 4.00 2.4583 .77903

d2 24 1.00 4.00 2.2500 .79400

d3 24 1.00 4.00 2.0833 .71728

d4 24 1.00 4.00 2.5000 .72232

d5 24 1.00 4.00 2.4167 .71728

d6 24 1.00 4.00 2.5417 .77903

d7 24 1.00 4.00 2.3333 .76139

d8 24 1.00 3.00 2.1667 .56466

d9 24 1.00 4.00 2.2083 .77903

d10 24 1.00 4.00 2.3750 .82423

dtotal 24 1.10 3.40 2.3333 .56389

Valid N (listwise) 24

Appendix D
Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

e1 24 1.00 4.00 3.1667 .96309

e2 24 2.00 4.00 3.1667 .76139

e3 24 2.00 4.00 3.0417 .85867

e4 24 1.00 4.00 3.0000 .83406

e5 24 1.00 4.00 3.0000 .88465

e6 24 2.00 4.00 3.0417 .75060

e7 24 2.00 4.00 3.3333 .76139

e8 24 2.00 4.00 3.3750 .71094

e9 24 2.00 4.00 3.1250 .74089

e10 24 2.00 4.00 2.7500 .79400

etotal 24 2.30 3.90 3.1000 .55873

Valid N (listwise) 24

Appendix D
Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

f1 24 1.00 4.00 2.3333 .76139

f2 24 1.00 3.00 2.0000 .65938

f3 24 1.00 4.00 2.1667 .76139

f4 24 1.00 4.00 2.2500 .79400

f5 24 1.00 4.00 2.5833 .77553

f6 24 1.00 4.00 2.1250 .67967

f7 24 1.00 4.00 2.2917 .90790

f8 24 1.00 4.00 2.2500 .89685

f9 24 1.00 4.00 2.0417 .85867

f10 24 1.00 4.00 2.5000 .83406

ftotal 24 1.20 3.40 2.2542 .61289

Valid N (listwise) 24

Appendix D
Oneway

Descriptives

N Mean Std. Std. 95% Confidence Interval Minimum Maximum

Deviation Error for Mean

Lower Upper
Bound Bound

1.00 14 3.3929 .46816 .12512 3.1225 3.6632 2.40 3.80

3.00 4 2.6500 .17321 .08660 2.3744 2.9256 2.40 2.80

atotal 4.00 5 3.0000 .20000 .08944 2.7517 3.2483 2.80 3.20

5.00 1 2.7000 . . . . 2.70 2.70

Total 24 3.1583 .47724 .09742 2.9568 3.3599 2.40 3.80

1.00 14 2.3714 .39307 .10505 2.1445 2.5984 1.60 3.20

3.00 4 2.6500 .46547 .23274 1.9093 3.3907 2.00 3.10

btotal 4.00 5 2.6800 .43243 .19339 2.1431 3.2169 2.10 3.20

5.00 1 2.2000 . . . . 2.20 2.20

Total 24 2.4750 .41520 .08475 2.2997 2.6503 1.60 3.20

1.00 14 3.2357 .50323 .13449 2.9452 3.5263 2.20 3.90

3.00 4 3.0000 .46188 .23094 2.2650 3.7350 2.60 3.40

ctotal 4.00 5 3.3200 .50200 .22450 2.6967 3.9433 2.80 3.80

5.00 1 2.3000 . . . . 2.30 2.30

Total 24 3.1750 .51012 .10413 2.9596 3.3904 2.20 3.90

Appendix D
 ANOVA

Sum of Squares df Mean Square F Sig.

atotal Between Groups 2.139 3 .713 4.601 .013

Within Groups 3.099 20 .155

Total 5.238 23

btotal Between Groups .558 3 .186 1.093 .375

Within Groups 3.407 20 .170

Total 3.965 23

ctotal Between Groups 1.045 3 .348 1.410 .269

Within Groups 4.940 20 .247

Total 5.985 23

Oneway

ANOVA

Sum of Squares df Mean Square F Sig.

atotal Between Groups 1.747 4 .437 2.377 .088

Within Groups 3.491 19 .184

Total 5.238 23

btotal Between Groups .826 4 .207 1.251 .323

Within Groups 3.138 19 .165

Total 3.965 23

ctotal Between Groups .455 4 .114 .391 .813

Within Groups 5.530 19 .291

Total 5.985 23

Appendix D
Crestfield Center Residents

Appendix E