Executive Summary

The purpose of the study was to determine the relationship between canteen
service quality and student satisfaction at Jaipuria Institute of Management,
Lucknow. The research used a non-experimental descriptive correlational research
with a total of 200 PGDM respondents who were randomly selected. The statistical
tools used were the mean, Pearson Product-Moment Correlation (Pearson r) and
regression analysis. The indicators of canteen service quality were tangibility,
assurance, responsiveness, and empathy. Student satisfaction was based on the
canteen ambiance, cleanliness, facilities, features, and prices. The findings
revealed that canteen service quality as perceived by the students is moderately
satisfactory and the student satisfaction was moderate. Further, canteen service
quality is associated with student satisfaction wherein tangibility, reliability,
responsiveness, and empathy showed strong positive correlation. Besides,
tangibility, responsiveness, and empathy were the domains of canteen service
quality that contribute significantly to student satisfaction. Hence, the school
canteen managers are encouraged to improve their service quality provided to
students based on the three predictors of student satisfaction.