Chapter 1

THE PROBLEM AND ITS BACKGROUND

This chapter presents the introduction, background of the study, statement

of the problem, hypothesis, significance of the study and the scope and limitation

of the study.

Introduction

It is a general rule that the school and its facilities are adequate to achieve

the school's objectives. It is important to consider a good condition and adequacy

of facilities because improving school facilities offers a suitable opportunity for

improving the school performance. One of the factors considered in the

performance of institution is the student services such as library, security,

guidance and counseling, health service, school canteen and others.

A school canteen provides service to the school community and offer variety

of foods and drinks that is affordable to students. It also has the responsibility to

its customers of providing quality foods through proper maintenance and

observation of good hygiene.

This is supported by the Department of Education through DepEd Order

no.8 series of 2007, the Revised Implementing Guidelines on the Operation and

Management of School Canteens in Public Elementary and Secondary Schools

which states that:

“Service should be the main consideration for operating a

school canteen. Profit shall only be secondary since the clientele
are pupils/students who are dependent only on their meager
allowance from their parents”
 According to the DepEd order no. 8 series of 2007 that the main goal of

school canteen is to give their best service to provide the learner and other

school personnel an affordable, adequate and healthy food choice with a good

service from the staff.

With that, if the customers are satisfied with the product and services offered

by the school canteen, then that is the time the school canteen can have their

second goal which is to gain profit.

More so, Awang and Padlee (2010) stated that a school canteen is required

to offer the best overall product and services to their customers. It has a huge

impact on the development of the children’s long-term eating habits, food

preferences and attitude towards food. It should provide a right amount of food

they want and at the same time not limiting the food choice and still provides

adequate nutrients.

To establish the satisfaction of the customer, it is a must to consider not

only the quality and taste of the food but also the sanitation of the place and the

area where food is being cooked, service, price, ventilation and space Markiteeu

(2013).

Customer satisfaction is a key ingredient to the success of the school

canteen.

According to Obuobisa-Darko and Tsedzah (2015), when the level of

satisfaction is determined, it allows the organization to adapt consumer-oriented

principles through developing a system for continuous monitoring of how they

meet or exceed the need of the customer.

2
Background of the Study

The Department of Education (DepEd) is strongly committed to support

the health and welfare of the students through its curriculum in school and its

initiatives which offer opportunities that promote physically prepared persons and

healthy-eating habits. The operation of school canteen is very important to

influence the student’s preference in food.

Morong National High School has two existing canteens. One is in Junior

High students and the other one is intended mostly for the Senior High School

students. Since the Canteen 2 have smaller space, it was hard to accommodate

a big numbers of students. But still, the canteen 2 was giving its best to provide a

good quality of service that will fulfill the needs of the student.

As the population of students grows every year, more attention should be

given to the school canteen because the performance of the school canteen

plays an important role in building a good standard of the institution since a

school canteen is one of the student’s services that are considered by the

students.

According to Levitz (2010), most of the food service sectors are eager to

improve their product and services to satisfy their customer and apply additional

resources in capturing new ones. Thus, a school canteen as a form of a food

services need to improve and update their product and services to maintain their

existing customer and for pursuing new customers.

Quality, according to Latif Atiyah (2016) is an essential key in

organization's success, survival and continuity. Customer Satisfaction depends

3
on the quality of product and services rendered. Customer considered the taste

of food, amount of serving, variety of food, nutritional value and price in the

quality of product. Meanwhile, the quality service is characterized as sanitation,

ambiance of the place, customer service and the facilities which is the availability

of furniture, tools and equipment.

More so, the quality of product and services leads to satisfaction and

continuous increase in the profit of the canteen. As mentioned by the Department

of Education and Early Child Development (2013), a school canteen needs to be

viable. The profit of the canteen is a significant source of revenue for the school.

It is important that a nutritious food is attractive to students and offer it in

affordable price that it will still contribute to the revenue of school.

The role of the school canteen is to provide its customers a good and

quality food and services. One of the ways to attain this goal is by continuously

gathering information on the customer satisfaction. This is important to better

understand, improve and changes things, thereby creating development in

school canteen.

Thus, the researchers were prompted to conduct a study entitled “Level of

Satisfaction on the Canteen 2 Products and Services: An Input for Canteen

Improvement” which aims to provide the canteen management the information

about the satisfactory level on the canteen 2 products and services for decision-

making and improvement of the canteen.

4
Statement of the Problem

This study was conducted to determine the level of satisfaction on the

Canteen 2 products and services.

Specifically, this study attempts to answer the following questions:

1. What is the level of satisfaction of the respondents on the products of canteen

2 in terms of:

1.1 Taste of food;

1.2 Amount of serving;

1.3 Variety of choice;

1.4 Nutritional Value; and

1.5 Price?

2. What is the level of satisfaction of the respondents on the services of canteen

2 in terms of:

2.1 Sanitation;

2.2 Ambiance;

2.3 Customer Service; and

2.4 Facilities?

Hypothesis

This research study will test the following null hypothesis:

1. The respondents are not satisfied with the products of the canteen 2 in

terms of taste of food, amount of servings, variety of choices, nutritional

value and price.

5
 2. The respondents are not satisfied with the services of the canteen 2 in

terms of ambiance, sanitation, customer service and facilities.

Significance of the Study

This study is important for it will give information and data regarding the

level of satisfaction of customers in the present status of Canteen 2. And to know

if the canteen 2 meets the satisfaction of customers.

The result in this study could provide the canteen 2 with the information

about the things that satisfy the students and so as to do the things that are

needed to be improved. Likewise, the findings may help the canteen manager to

fully recognize what the customer wants and be able to provide their needs.

This may also serve as the guide tool for canteen managers for the

present and future planning and preparation so that they will continue to satisfy

their customer. Hence, the continuous satisfaction of customers will also lead to

continuous revenue of the school. Moreover, the JHS canteen in MNHS,

canteens in other school and other food services may also use the data gathered

for it will improve their operation.

For the researchers, this study will heighten their awareness to prevent

possible threat. This will be a good source of accurate and useful information for

them.

And to the future researchers who will conduct the same study, they may

also use this research as their reference.

6
Scope and Limitation of the Study

This study aimed to determine the status of the Canteen 2, particularly

identifying the level of satisfaction of the students regarding the products and

services it rendered.

Further, this study was conducted at Morong National High School –

Senior High during the first semester of the school year 2017-2018 with randomly

selected senior high school students and teachers as the respondents of the

study.

The researchers prompted to conduct this study to find if the canteen 2

meets the satisfaction of the respondents in terms of products and services they

offer. Also, this is for canteen 2 to be informed on the things that they must

improve. The result of this study may also serve as a guide to the canteen

manager in present and future planning.

The researcher utilized questionnaire checklist which was distributed to

each respondents to determine the level of satisfaction on the products and

services rendered by canteen 2.

7
 Chapter 2

EVALUATION, DESIGN AND FRAMEWORK

This chapter presents the discussion of the output and justification,

conceptual framework, theoretical framework and the definition of terms.

Discussion of the Output and Justification

The expected output of the study was the level of satisfaction on the

canteen 2 products in terms of taste of food, amount of servings, variety of

choices, nutritional value and price. And the level of satisfaction on the canteen 2

services in terms of sanitation, ambiance, customer service and facilities.

To make this output, the researchers made use of questionnaire-checklist.

This is a great instrument to gather data for the level of satisfaction on the

canteen 2 product and services. The questionnaire checklist came from other

various checklists of the other researchers. The questionnaire-checklist is divided

into two parts namely: Part I, The level of satisfaction on the canteen 2 products

and; Part II, The level of satisfaction on the canteen 2 services.

The level of satisfaction on the canteen 2 products and services were

generally specified by the researchers as they observe the different factors

affecting the satisfaction of customers in the canteen 2.

8
Theoretical Framework

This study was anchored by the constructive response theory of Robert

Dahls (1998) which states that in every action of the individuals does that affect

the other individuals; there is always a corresponding response to the receiver of

action. The response may be favorable, unfavorable and neutral. Favorable

response is see through praises and expression of satisfaction while unfavorable

is expressed through disgust and expression of dissatisfaction. Neutral utter

disregard for the act.

However, whatever the response is, especially in unfavorable cases, the

person who does the action should not takes the response negatively or rejection

but has to be an inspiration to improve the action. In business context, good or

bad comments of the customers should be taken as a mean for improving the

good or services in order to gain more satisfactory response.

In connection to our study, whatever the level of satisfaction of the

respondents to the canteen 2 product and services should be a constructive

mean for initiating improvements on the canteen 2 in any terms. Especially when

the responses of the respondents are unfavorable ones, it will be a huge help to

improve the canteen 2.

9
Conceptual Framework

Input Process Output

 Researchers
 Brainstorming
 Respondents
 Gathering of Data
 Questionnaire  Planning
Checklist  Construction of Level of

chapter 1, 2 and 3 Satisfaction on the

Product:
 Distribution of
1. Taste of food Canteen 2
2. Amount of questionnaire
Servings checklist Products and
3. Variety of food
4. Nutritional  Statistical Services: An Input
Value Treatment of Data
5. Price for Canteen
Services:  Analyzing and
Improvement
evaluation of Data
1. Sanitation
2. Ambiance 1. Construction of
3. Customer chapter 4, 5 and 6
Service
4. Facilities

Feedback

Figure 1

A Conceptual Paradigm Showing the Input-Process-Output of

the study entitled Level of Satisfaction on the Canteen 2
Products and Services: An Input for
Canteen Improvement

10
Conceptual Framework

The conceptual model shows the Input Process Output of the study

entitled Level of Satisfaction on the Canteen 2 Products and Services: An Input

for Canteen Improvement

The input of the study includes the researchers, respondents,

questionnaire checklist and the level of satisfaction on products in canteen 2 as

of the following: taste of food, amount of servings, variety of food, nutritional

value and price. The inputs of the study also include the level of satisfaction on

the services in the canteen 2 in terms of sanitation, ambiance, customer service

and facilities.

The process of the study starts with the brainstorming, gathering of data,

planning and construction of chapter 1, 2 and 3. Then it will followed by the

distribution of questionnaire checklist, statistical treatment of the data, analyzing

and evaluation of the data. Then, the researchers will start the construction of

chapter 4, 5 and 6.

The output of the study was the Level of Satisfaction on the Canteen 2

Products and Services: An Input for Canteen Improvement.

11
Definition of Terms

In order to have a common frame of understanding to the prospective

readers of the study, the following terms are defined operationally and

conceptually.

Ambiance. This term refers to the mood associated with the environment.

Amount of Servings. This term refers to the portion size of food. It refers to

the size of food that is enough for a single person.

Canteen. This term refers to the place composed of different food

concessionaire where students, teacher, and other personnel can dine and eat.

In this study, it refers to the canteen 2.

Customer. This term refers to the persons who are the prospective buyers

in School canteen. Customers may be a student, teacher and other personnel.

Customer Service. This term refers to the process of maintaining a good

customer relationship.

Facilities. This term refers to anything that is built, installed or established to

serve a particular purpose. In this study, it refers to anything within canteen 2 to

carry its purpose like chairs, tables, floor, ventilation, utensils, appliances, and

others.

Nutritional Value. This term refers to the property of food that maintains a

healthy and good nutrition of the consumer.

Price. This term refers to the amount paid in exchange of product and

services.

12
 Sanitation. This term refers to the promotion of cleanliness or hygiene by

maintenance of sanitary condition.

Level of Satisfaction. This term refers to the degree of gratification by an

individual over a thing or situation. In this study, it refers to the degree of

gratification or fulfillment of the SHS students and teachers to the canteen 2.

Taste of food. This term refers to the characteristics of food which is one

of the factor in buying a product.

Variety of food. This term refers to the number of foods in menu allowing

the customers to have large food choices that can fit their preference.

13
 Chapter 3

METHODOLOGY

This chapter presents the research design, setting of the study, subject of

the study, sources of data, procedure of the study and the statistical treatment of

data.

Research Design

To achieve the purpose of the study, the researchers made use of

descriptive-quantitative type of research.

According to Rangarahan and Shields (2013), descriptive research design

is used when one wants to get information on the current status of a person or an

object. It is used to describe what is in existence in respect to conditions or

variables found in a given situation.

Descriptive method describes data and characteristics about the

population or the phenomenon being studied. This was use in frequencies,

average and other calculation in order to utilize the gathered data in describing,

characterizing and providing a thorough picture of the level of satisfaction in the

SHS Canteen product and services, the problem encountered and solutions.

Often the best approach is to conduct a survey investigation. The

researchers sought the cooperation of the respondents in answering the

questionnaire checklist that helps the researchers to make a valid conclusion of

the study.

14
Setting of the Study

This study was conducted at Morong National High School - Senior High,

Morong, Rizal at the first semester of the school year 2017- 2018.

Geographically, the Morong NHS is located at Tomas Claudio Street,

barangay San Juan, Morong, Rizal.

Morong National High School starts at the school year 1997-1998. By the

year 2012, the K-12 Curriculum was implemented. And because of this, the

Morong National High School was divided into junior and senior high school.

Junior high includes grade 7-10 while the senior high is grade 11-12.

The MNHS- Senior High has nine hundred nine (909) grade 11 students

and six hundred twenty-one (621) grade 12 students with the total population of

one thousand five hundred thirty-eight (1538) SHS students.

The Morong National High School-Senior High has 2 tracks, the Academic

and Technical Vocational and Livelihood (TVL). The Academic track offers three

strands which include Accountancy, Business and Management (ABM), Science

and Technology, Engineering and Mathematics (STEM), Humanities and Social

Sciences (HUMSS). The Technical Vocational and Livelihood (TVL) have 4

strands which are Caregiving, Shielded Metal Arc Welding (SMAW), Food and

Beverages (FBS), Electrical Installation Maintenance (EIM).

15
 Figure 2
Vicinity Map of Morong National High School

16
Subject of the Study

The subject of the study was the SHS students and teachers of Morong

National High School - Senior High during the first semester of school year 2017-

2018.

The respondents are five (5) teachers and forty (40) SHS students —

twenty (20) students in Grade 11 and twenty (20) in Grade 12 students. The

respondents are chosen through random selection.

Sources of Data

The data for this study came from both primary and secondary sources.

The primary data utilized in this research are gathered from the actual responses

to the questionnaire checklist. The researchers present the questionnaire

checklist for validation and request permission to the person in authority for them

to conduct the survey. After the permission was granted, the planning of

schedule on when to distribute and retrieve the questionnaire checklist is

determined.

The researchers personally distributed the questionnaire checklist to the

respondents. The same checklists were immediately return by the student upon

the completion of the respondents, and to ensure that all questionnaire checklist

will all accounted for after the survey. Response gathered were then tabulated by

the researchers and statistically treated to facilitate the presentation, analysis

and interpretation of the results.

17
 Other data have been obtain from secondary sources which comprise of

documents derived from journal, articles, published and unpublished materials,

thesis, and other related sources.

Procedure of the Study

The study was conducted during the first semester of the school year

2017- 2018 among the students and teachers of Morong National High School -

Senior High by randomly selected SHS students

First, the researchers submitted the title proposal for approval of the title,

next the researchers went on with the research to make their chapters 1, 2 and 3

then the researchers make their own planning period of the study including the

identification of the problem, determining the setting, knowing the scope and

limitation of the study and making tentative hypothesis, conceptual and

theoretical framework, then the researchers began designing their research

methodology.

Then follow by the colloquium. After the revision of chapters 1, 2 and 3,

the questionnaire checklist was presented for content validation and

improvement of each item, tallying and computations followed. After that will be

the preparation of the summary of findings, conclusion and recommendation.

Statistical Treatment

To determine the level of satisfaction on the canteen 2 products and

services, the weighted mean was used.

18
 Weighted mean demonstrated the general tendency or commonality of

responses along the 5-point scale.

For the verbal interpretation of data, the findings on the mean responses

are verbally interpreted for discussion purposes using the following scale:

The 5-point Scale Used in the Study

SCALE RANGE VERBAL INTERPRETATION

5 4.20-5.00 Very Satisfied
4 3.40-4.19 Satisfied
3 2.60-3.39 Neither Satisfied nor Dissatisfied
2 1.80-2.59 Dissatisfied
1 1.00-1.79 Very Dissatisfied

19
 Chapter 4

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the findings, analysis, and interpretation regarding

the study “Level of Satisfaction on the Canteen 2 Products and Services: An

Input for Canteen Improvement”.

Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Taste of Food

Table 1 presents the computed mean on the level of satisfaction on the

canteen 2 products in terms of taste of food as perceived by the respondents.

Table 1

Computed Mean on the Level of Satisfaction on the Canteen 2

Products As Perceived by the Respondents In
Terms of Taste of Food

SHS Students Teachers Total

Taste of food
x̅̅ VI ̅x̅ VI x̅̅ VI
Breakfast meal 4.00 Satisfied 3.60 Satisfied 3.80 Satisfied
Lunch meal 3.85 Satisfied 3.40 Satisfied 3.63 Satisfied
Juices 3.90 Satisfied 3.60 Satisfied 3.75 Satisfied
Total 3.92 Satisfied 3.53 Satisfied 3.73 Satisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products in terms of taste of food as perceived by

SHS students and teachers were 3.92 and 3.53 respectively which are verbally

interpreted as “Satisfied”. As a whole, the average computed mean of the

respondents was 3.73 which are verbally interpreted as “Satisfied”.

The findings show that the respondents are satisfied with the taste of food

served in canteen 2.

20
 It implies that the canteen management provides foods and drinks that are

delicious and suit with the taste of the customers.

Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Amount of Servings

Table 2 presents the computed mean on the level of satisfaction on the

canteen 2 products in terms of amount of servings as perceived by the

respondents.

Table 2

Computed Mean on the Level of Satisfaction on the Canteen 2

Products As Perceived by the Respondents In
Terms of Amount of Servings

Amount of SHS Students Teachers Total

Servings x̅̅ VI x̅̅ VI x̅̅ VI
Neither Neither
Adequate portion
3.35 Satisfied nor 3.40 Satisfied 3.38 Satisfied nor
of food
Dissatisfied Dissatisfied
Neither Neither
Authenticity of
3.38 Satisfied nor 3.40 Satisfied 3.39 Satisfied nor
food
Dissatisfied Dissatisfied
Amount and sizes
3.45 Satisfied 3.60 Satisfied 3.53 Satisfied
of food
Neither
Total 3.39 Satisfied nor 3.47 Satisfied 3.43 Satisfied
Dissatisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products in terms of amount of servings as

perceived by the teachers was 3.47 which is verbally interpreted as “Satisfied”

while the SHS students rated the amount of servings as “Neither Satisfied nor

Dissatisfied” with the average computed mean of 3.39. As a whole, the average

21
computed mean of the respondents was 3.43 which are verbally interpreted as

“Satisfied”.

The findings show that the teachers are satisfied than the SHS student in

the amount of servings. However, respondents are still satisfied with the portion

of food in canteen 2.

This implies that the canteen management provides its customer an

adequate amount of servings considering the sizes and authenticity of food.

Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Variety of Choices

Table 3 presents the computed mean on the level of satisfaction on the

canteen 2 products in terms of variety of choices as perceived by the

respondents.

Table 3

Computed Mean on the Level of Satisfaction on the Canteen 2

Products As Perceived by the Respondents In
Terms of Variety of Choices

Variety of Choices SHS Students Teachers Total

x̅̅ VI x̅̅ VI x̅̅ VI
Suitable menu for
3.48 Satisfied 3.40 Satisfied 3.44 Satisfied
choices
Sufficient choices to
accommodate 3.40 Satisfied 3.60 Satisfied 3.50 Satisfied
personal preferences
Variation of menu Neither
everyday 3.15 Satisfied nor 3.60 Satisfied 3.38 Satisfied
Dissatisfied
Total Neither
3.34 Satisfied nor 3.53 Satisfied 3.44 Satisfied
Dissatisfied

22
 As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products in terms of variety of choices as perceived

by the teachers was 3.53 which is verbally interpreted as “Satisfied” while the

SHS students rated the variety of choices as “Neither Satisfied nor Dissatisfied”

with the average computed mean of 3.34. As a whole, the average computed

mean of the respondents was 3.44 which are verbally interpreted as “Satisfied”.

The findings show that the teachers are satisfied than the SHS students in

the variety of choices. However, respondents are still satisfied with the variety of

choices in the canteen 2.

This implies that the canteen management provides a variety of choices

that suited the choice and personal preferences of its customers. This also

implies that the canteen 2 provides enough menus to choose from.

Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Nutritional Value

Table 4 presents the computed mean on the level of satisfaction on the

canteen 2 products in terms of nutritional value as perceived by the respondents.

23
 Table 4

Computed Mean on the Level of Satisfaction on the Canteen 2

Products As Perceived by the Respondents In
Terms of Nutritional Value

Nutritional SHS Students Teachers Total

Value x̅̅ VI x̅̅ VI x̅̅ VI
Complies with
Neither Neither Neither
the rules of
3.35 Satisfied nor 3.00 Satisfied nor 3.18 Satisfied nor
nutritional
Dissatisfied Dissatisfied Dissatisfied
value
Neither Neither Neither
Healthiness of
3.13 Satisfied nor 2.80 Satisfied nor 2.96 Satisfied nor
the food
Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Healthiness of
3.58 Satisfied nor 3.80 Satisfied nor 3.19 Satisfied nor
the beverages
Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Total 3.35 Satisfied nor 2.87 Satisfied nor 3.11 Satisfied nor
Dissatisfied Dissatisfied Dissatisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products in terms of nutritional value as perceived

by the SHS students and teachers were 3.35 and 2.87 respectively which are

verbally interpreted as “Neither Satisfied nor Dissatisfied”. As a whole, the

average computed mean of the respondents was 3.11 which are verbally

interpreted as “Neither Satisfied nor Dissatisfied”.

The findings show that the respondents are neither satisfied nor

dissatisfied with the nutritional value of the food and beverages offer by the

canteen 2.

It implies that canteen management acknowledges the nutrition needs of

their customers. However, the nutritional value of the food and drinks offer in

24
canteen 2 needs to improve to sustain the nutritional needs of the customers to

satisfy the customer.

Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Price

Table 5 presents the computed mean on the level of satisfaction on the

canteen 2 products in terms of price as perceived by the respondents.

Table 5

Computed Mean on the Level of Satisfaction on the Canteen 2

Products As Perceived by the Respondents In
Terms of Price

SHS Students Teachers Total

Price
x̅̅ VI x̅̅ VI x̅̅ VI
Neither Neither Neither
Price for
3.35 Satisfied nor 3.00 Satisfied nor 3.18 Satisfied nor
breakfast meal
Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Price for lunch
3.13 Satisfied nor 2.80 Satisfied nor 2.96 Satisfied nor
meal
Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Price for
3.58 Satisfied nor 3.80 Satisfied nor 3.19 Satisfied nor
beverages
Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Total 3.35 Satisfied nor 2.87 Satisfied nor 3.11 Satisfied nor
Dissatisfied Dissatisfied Dissatisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products in terms of price as perceived by SHS

students and teachers were 3.35 and 2.87 respectively which are verbally

interpreted as “Neither Satisfied nor Dissatisfied”. As a whole, the average mean

of the respondents was 3.11 which are verbally interpreted as “Neither Satisfied

nor Dissatisfied”.

25
 The findings show that the respondents are neither satisfied nor

dissatisfied with the price of products offered in canteen 2.

It implies that the price of food and drinks in canteen 2 are still not in its

most reasonable price. The price of products should be given attention and be

very affordable especially that most of its customers are students.

Composite Table of the Computed Mean on the Level of Satisfaction on the

Canteen 2 Products with Respect to Different Factors

Table 6 presents the composite table of the computed mean on the level

of satisfaction on the canteen 2 with respect to different factors as perceived by

the respondents.

Table 6

Composite Table of the Computed Mean on the Level of Satisfaction

On the Canteen 2 Products as Perceived by the Respondents
With Respect to Different Factors

SHS students Teachers Total

Factors
x̅̅ VI x̅̅ VI x̅̅ VI
Taste of food 3.92 Satisfied 3.53 Satisfied 3.73 Satisfied
Neither
Amount of
3.39 Satisfied nor 3.47 Satisfied 3.43 Satisfied
Servings
Dissatisfied
Neither
Variety of
3.34 Satisfied nor 3.53 Satisfied 3.44 Satisfied
Choices
Dissatisfied
Neither Neither Neither
Nutritional
3.35 Satisfied nor 2.87 Satisfied nor 3.11 Satisfied nor
Value
Dissatisfied Dissatisfied Dissatisfied
Neither Neither
Price 3.33 Satisfied nor 3.40 Satisfied 3.37 Satisfied nor
Dissatisfied Dissatisfied
Neither
Total 3.47 Satisfied 3.36 Satisfied nor 3.42 Satisfied
Dissatisfied

26
 As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products as perceived by SHS students was 3.47

which is verbally interpreted as “Satisfied” while the teachers rated the products

as “Neither Satisfied nor Dissatisfied” with the average computed mean of 3.36.

As a whole, the average computed mean of the respondents was 3.42 which are

verbally interpreted as “Satisfied”.

The findings show that the SHS students are satisfied than the teachers in

the products offered by the canteen 2. But, the respondents are still satisfied with

the canteen 2 products.

The table implies that the taste of food is the most satisfying factors on the

canteen 2 products since it has the total computed mean of 3.73 while the

nutritional value is the least satisfying with the total mean of 3.11.

This also implies that the canteen management satisfies their customers

in terms of taste of food, amount of servings and variety of choices which needs

to maintain. Also, it indicates that the nutritional value and price of the products

still a need for improvement.

Computed Mean on the Level of Satisfaction on the Canteen 2 Services In Terms

of Ambiance

Table 7 presents the computed mean on the level of satisfaction on the

canteen 2 services in terms of ambiance as perceived by the respondents.

27
 Table 7

Computed Mean on the Level of Satisfaction on the Canteen 2

Services As Perceived by the Respondents In
Terms of Ambiance

SHS Students Teachers Total

Ambiance
x̅̅ VI x̅̅ VI x̅̅ VI
Neither Neither Neither
Temperature 3.0
Satisfied nor 3.00 Satisfied nor 3.01 Satisfied nor
of the canteen 3
Dissatisfied Dissatisfied Dissatisfied
Appearance 3.7
Satisfied 3.80 Satisfied 3.78 Satisfied
of the canteen 5
Appearance 3.7
Satisfied 3.40 Satisfied 3.56 Satisfied
of the staff 3
3.5
Total Satisfied 3.40 Satisfied 3.45 Satisfied
0

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 services in terms of ambiance as perceived by the

SHS students and teachers were 3.50 and 3.40 respectively which are verbally

interpreted as “Satisfied”. As a whole, the average computed mean of the

respondents was 3.45 which are verbally interpreted as “Satisfied”.

The findings show that the respondents are normally satisfied with the

ambiance of the canteen 2.

This also implies that the ambiance in the canteen 2 is satisfying

especially that the appearance of the staff is also a good point for the ambiance

but it still is lacking with ventilation.

28
Computed Mean on the Level of Satisfaction on the Canteen 2 Services In Terms
of Sanitation

Table 8 presents the computed mean on the level of satisfaction on the

canteen 2 services in terms of sanitation as perceived by the respondents.

Table 8

Computed Mean on the Level of Satisfaction on the Canteen 2

Services As Perceived by the Respondents In
Terms of Sanitation

SHS Students Teachers Total

Sanitation
x̅̅ VI x̅̅ VI x̅̅ VI
Tidiness of the Satisfie
3.55 Satisfied 3.40 3.48 Satisfied
canteen premises d
Neither
Cleanliness of Satisfie
3.35 Satisfied nor 3.60 3.48 Satisfied
utensils d
Dissatisfied
Neither
Cleanliness of Satisfie
3.30 Satisfied nor 3.60 3.45 Satisfied
facilities d
Dissatisfied
Satisfie
Total 3.40 Satisfied 3.53 3.47 Satisfied
d

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 services in terms of sanitation as perceived by SHS

students and teachers were 3.40 and 3.53 respectively which are verbally

interpreted as “Satisfied”. As a whole, the average computed mean of the

respondents was 3.47 which are verbally interpreted as “Satisfied”.

The findings show that the respondents are satisfied with the cleanliness

of the canteen premises and its facilities.

This implies that the canteen management is very particular with the

cleanliness of the premises and its facilities. Also, it implies that the canteen

29
management is prioritizing the health of its customer by being observant in the

cleanliness of the place and its facilities.

Computed Mean on the Level of Satisfaction on the Canteen 2 Services In Terms

of Customer Services

Table 9 presents the computed mean on the level of satisfaction on the

canteen 2 services in terms of customer services as perceived by the

respondents.

Table 9

Computed Mean on the Level of Satisfaction on the Canteen 2

Services As Perceived by the Respondents In
Terms of Customer Services

SHS Students Teachers Total

Customer Services
x̅̅ VI x̅̅ VI x̅̅ VI
Friendliness, and
Very Very
politeness of the 4.43 4.00 Satisfied 4.21
Satisfied Satisfied
staff
Attentiveness of the
4.15 Satisfied 3.60 Satisfied 3.88 Satisfied
canteen staff
Efficiency of the Very Very
4.24 3.80 4.02 Satisfied
canteen staff Satisfied Satisfied
Very
Total 4.27 3.80 Satisfied 4.04 Satisfied
Satisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 services in terms of customer services as perceived

by SHS students was 4.27 which is verbally interpreted as “Very Satisfied” while

the teachers rated the customer service as “Satisfied” with the average computed

mean of 3.80. As a whole, the average computed mean of the respondents was

4.04 which are verbally interpreted as “Satisfied”.

30
 The findings show that the respondents are satisfied by the customer

services and that the canteen staff has a good relationship with its customers.

This implies that the canteen staff created a good relationship with its

customers. It implies that the staffs are friendly, attentive, efficient and

sympathetic in handling complains.

Computed Mean on the Level of Satisfaction on the Canteen 2 Services In Terms

of Facilities

Table 10 presents the computed mean on the level of satisfaction on the

canteen 2 services in terms of facilities as perceived by the respondents.

Table 10

Computed Mean on the Level of Satisfaction on the Canteen 2

Services As Perceived by the Respondents In
Terms of Facilities

SHS Students Teachers Total

Facilities
x̅̅ VI x̅̅ VI x̅̅ VI
Numbers of tables
and chairs for
2.58 Dissatisfied 2.40 Dissatisfied 2.49 Dissatisfied
accommodation
of customers
Neither Neither Neither
Number of Satisfied Satisfied Satisfied
2.75 3.00 2.88
Utensils nor nor nor
Dissatisfied Dissatisfied Dissatisfied
Completeness of Neither Neither Neither
materials, tools, Satisfied Satisfied Satisfied
2.78 2.60 2.69
and appliances nor nor nor
used Dissatisfied Dissatisfied Dissatisfied
Neither Neither Neither
Satisfied Satisfied Satisfied
Total 2.70 2.67 2.68
nor nor nor
Dissatisfied Dissatisfied Dissatisfied

31
 As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 services in terms of facilities as perceived by SHS

students and teachers were 2.70 and 2.67 respectively which are verbally

interpreted as “Neither Satisfied nor Dissatisfied”. As a whole, the average mean

of the respondents was 2.68 which are verbally interpreted as “Neither Satisfied

nor Dissatisfied”.

The findings show that the respondents are neither satisfied nor

dissatisfied with the facilities of the canteen 2.

This implies that the customer are little conscious with the facilities. This

also implies that the canteen management should provide adequate facilities

especially the table and chairs which is rated by the respondents as

“Dissatisfied”.

Composite Table of the Computed Mean on the Level of Satisfaction on the

Canteen 2 Services With Respect to Different Factors

Table 11 presents the composite table of the computed mean on the level

of satisfaction on the canteen 2 services with respect to different factors as

perceived by the respondents.

32
 Table 11

Composite Table of the Computed Mean on the Level of

Satisfaction on the Canteen 2 Services as Perceived
by the Respondents With Respect to
Different Factors

SHS Students Teachers Total

Factors
x̅̅ VI x̅̅ VI x̅̅ VI
Ambiance 3.50 Satisfied 3.40 Satisfied 3.45 Satisfied
Sanitation 3.40 Satisfied 3.53 Satisfied 3.47 Satisfied
Customer
4.27 Very Satisfied 3.80 Satisfied 4.04 Satisfied
Services
Neither Neither Neither
Facilities 2.70 Satisfied nor 2.67 Satisfied nor 2.68 Satisfied nor
Dissatisfied Dissatisfied Dissatisfied
Neither
Total 3.47 Satisfied 3.35 Satisfied nor 3.41 Satisfied
Dissatisfied

As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 services as perceived by SHS students was 3.47

which is verbally interpreted as “Satisfied” while the teachers rated the services

as “Neither Satisfied nor Dissatisfied” with the average computed mean of 3.35.

As a whole, the average computed mean of the respondents was 3.41 which are

verbally interpreted as “Satisfied”.

The findings show that the SHS students are satisfied than the SHS

students in the services rendered by the canteen 2. However, respondents are

still satisfied with the canteen 2 services.

The table implies that the customer services is the most satisfying factor in

the canteen 2 services since it has the total mean of 4.04 while the facilities is the

least satisfying with the total mean of 2.68.

33
 This also implies that aside from lacking of facilities like tables and chairs,

the canteen management has provided the customer a good service.

Composite Table on the Level of Satisfaction on the Canteen 2 Products and

Services With Respect to Different Factors

Table 12 presents the composite table on the level of satisfaction on the

canteen 2 products and services with respect to different factors as perceived by

the respondents.

Table 12

Composite Table on the Level of Satisfaction on the Canteen 2

Products and Services As Perceived by the Respondents
With Respect to Different Factors

SHS Students Teachers Total

Factors
x̅̅ VI x̅̅ VI x̅̅ VI
Taste of food 3.92 Satisfied 3.53 Satisfied 3.73 Satisfied
Neither
Amount of
3.39 Satisfied nor 3.47 Satisfied 3.43 Satisfied
Servings
Dissatisfied
Neither
Variety of
3.34 Satisfied nor 3.53 Satisfied 3.44 Satisfied
Choices
Dissatisfied
Neither Neither
Nutritional Neither Satisfied
3.35 Satisfied nor 2.87 3.11 Satisfied nor
Value nor Dissatisfied
Dissatisfied Dissatisfied
Neither Neither
Price 3.33 Satisfied nor 3.40 Satisfied 3.37 Satisfied nor
Dissatisfied Dissatisfied
Ambiance 3.50 Satisfied 3.40 Satisfied 3.45 Satisfied
Sanitation 3.40 Satisfied 3.53 Satisfied 3.47 Satisfied
Customer Very
4.27 3.80 Satisfied 4.04 Satisfied
Services Satisfied
Neither Neither
Neither Satisfied
Facilities 2.70 Satisfied nor 2.67 2.68 Satisfied nor
nor Dissatisfied
Dissatisfied Dissatisfied
3.47 Satisfied 3.36 Neither Satisfied 3.42 Satisfied
Total
nor Dissatisfied

34
 As shown in the table, the average computed mean on the level of

satisfaction on the canteen 2 products and services as perceived by SHS

students was 3.47 which is verbally interpreted as “Satisfied” while the teachers

rated the products and services as “Neither Satisfied nor Dissatisfied” with the

average computed mean of 3.36. As a whole, the average computed mean of the

respondents in the products and services was 3.42 which are verbally interpreted

as “Satisfied”.

The findings show that the respondents are satisfied with the products and

services offered by the canteen 2.

It shows that the highest average mean 4.04 which is customer service

while facilities have the lowest average mean of 2.68. It implies that the most

satisfying factor on the canteen 2 products and services is the customer service

and the least satisfying factor and need more improvement is the facilities of the

canteen.

It also implies that the canteen 2 products and services needs a little more

improvement in each area to completely and continually satisfy its customers.

35
 Chapter 5

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary of findings of the study, conclusions

and recommendations based on the results of the study.

Summary of Findings

From the analysis of the data, the procedures and results were

recapitulated as follows:

1. Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Taste of Food

1.1. On the computed mean on the level of satisfaction on the canteen 2

products in terms of taste, the average computed mean as

perceived by SHS students and teachers were 3.92 and 3.53

respectively which are verbally interpreted as “Satisfied”. As a

whole, the average computed mean of the respondents was 3.73

which are verbally interpreted as “Satisfied”.

2. Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Amount of Servings

2.1. On the computed mean on the level of satisfaction on the canteen 2

products in terms of amount of servings, the average computed

mean as perceived by the teachers was 3.47 which is verbally

interpreted as “Satisfied” while the SHS students rated the amount

of servings as “Neither Satisfied nor Dissatisfied” with the average

36
 computed mean of 3.39. As a whole, the average computed mean

of the respondents was 3.43 which are verbally interpreted as

“Satisfied”.

3. Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Variety of Choices

3.1. On the computed mean on the level of satisfaction on the canteen 2

products in terms of variety of choices, the average computed

mean as perceived by the teachers was 3.53 which is verbally

interpreted as “Satisfied” while the SHS students rated the variety

of choices as “Neither Satisfied nor Dissatisfied” with the average

computed mean of 3.34. As a whole, the average computed mean

of the respondents was 3.44 which are verbally interpreted as

“Satisfied”.

4. Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Nutritional Value

4.1. On the computed mean on the level of satisfaction on the canteen 2

products in terms of nutritional value, the average computed mean

as perceived by the SHS students and teachers were 3.35 and 2.87

respectively which are verbally interpreted as “Neither Satisfied nor

Dissatisfied”. As a whole, the average computed mean of the

respondents was 3.11 which are verbally interpreted as “Neither

Satisfied nor Dissatisfied”.

37
5. Computed Mean on the Level of Satisfaction on the Canteen 2 Products In

Terms of Price

5.1. On the computed mean on the level of satisfaction on the canteen 2

products in terms of nutritional value, the average computed mean

as perceived by SHS students and teachers were 3.35 and 2.87

respectively which are verbally interpreted as “Neither Satisfied nor

Dissatisfied”. As a whole, the average mean of the respondents

was 3.11 which are verbally interpreted as “Neither Satisfied nor

Dissatisfied”.

6. Composite Table of the Computed Mean on the Level of Satisfaction on the

Canteen 2 Products with Respect to Different Factors

6.1. On the composite table of the computed mean on the level of

satisfaction on the canteen 2 products with respect to different

factors, the average computed mean as perceived by SHS students

was 3.47 which is verbally interpreted as “Satisfied” while the

teachers rated the products as “Neither Satisfied nor Dissatisfied”

with the average computed mean of 3.36. As a whole, the average

computed mean of the respondents was 3.42 which are verbally

interpreted as “Satisfied”.

7. Computed Mean on the Level of Satisfaction on the Canteen 2 Services In

Terms of Ambiance

7.1. On the computed mean on the level of satisfaction on the canteen 2

services in terms of ambiance, the average computed mean as

38
 perceived by the SHS students and teachers were 3.50 and 3.40

respectively which are verbally interpreted as “Satisfied”. As a

whole, the average computed mean of the respondents was 3.45

which are verbally interpreted as “Satisfied”.

8. Computed Mean on the Level of Satisfaction on the Canteen 2 Services In

Terms of Sanitation

8.1. On the computed mean on the level of satisfaction on the canteen 2

services in terms of sanitation, the average computed mean as

perceived by SHS students and teachers were 3.40 and 3.53

respectively which are verbally interpreted as “Satisfied”. As a

whole, the average computed mean of the respondents was 3.47

which are verbally interpreted as “Satisfied”.

9. Computed Mean on the Level of Satisfaction on the Canteen 2 Services In

Terms of Customer Services

9.1. On the computed mean on the level of satisfaction on the canteen 2

services in terms of customer services, the average computed

mean as perceived by SHS students was 4.27 which is verbally

interpreted as “Very Satisfied” while the teachers rated the

customer service as “Satisfied” with the average computed mean of

3.80. As a whole, the average computed mean of the respondents

was 4.04 which are verbally interpreted as “Satisfied”.

39
10. Computed Mean on the Level of Satisfaction on the Canteen 2 Services In

Terms of Facilities

10.1. On the computed mean on the level of satisfaction on the canteen 2

services in terms of facilities, the average computed mean as

perceived by SHS students and teachers were 2.70 and 2.67

respectively which are verbally interpreted as “Neither Satisfied nor

Dissatisfied”. As a whole, the average mean of the respondents

was 2.68 which are verbally interpreted as “Neither Satisfied nor

Dissatisfied”.

11. Composite Table of the Computed Mean on the Level of Satisfaction on the

Canteen 2 Services With Respect to Different Factors

11.1. On the composite table of the computed mean on the level of

satisfaction on the canteen 2 products with respect to different

factors, the average computed mean as perceived by SHS

students was 3.47 which is verbally interpreted as “Satisfied” while

the teachers rated the services as “Neither Satisfied nor

Dissatisfied” with the average computed mean of 3.35. As a whole,

the average computed mean of the respondents was 3.41 which

are verbally interpreted as “Satisfied”.

12. Composite Table on the Level of Satisfaction on the Canteen 2 Products and

Services With Respect to Different Factors

12.1. On the composite table on the level of satisfaction on the canteen 2

products and services, the average computed mean as perceived

40
 by SHS students was 3.47 which is verbally interpreted as

“Satisfied” while the teachers rated the products and services as

“Neither Satisfied nor Dissatisfied” with the average computed

mean of 3.36. As a whole, the average computed mean of the

respondents in the products and services was 3.42 which are

verbally interpreted as “Satisfied”.

Conclusions

From the summary of findings mentioned, conclusions were derived as

follows:

1. The respondents were satisfied with the canteen 2 products in terms of

taste of food, amount of servings and variety of choices. And neither

satisfied nor dissatisfied with the nutritional value and price.

2. The respondents were satisfied with the products offered by canteen 2.

3. The respondents were satisfied with the canteen 2 services in terms of

ambiance, sanitation and customer service. And neither satisfied nor

dissatisfied with the facilities.

4. The respondents were satisfied with the services rendered by canteen 2.

5. The customer service was the most satisfying factors on the canteen 2

products and services while facilities were the least satisfying.

6. The respondents were satisfied with the products and services offered by

the canteen 2.

41
Recommendations

Based on the research and findings of the researchers, the following

recommendations were presented.

1. Since most of the respondents are satisfied with the canteen 2 products in

terms of taste of food, amount of servings, and variety of choices, the

researchers recommend that the school canteen should maintain the

products as of the taste, portion and menu to choose from.

2. Since the nutritional value and price is statistically found as neither

satisfying nor dissatisfying, the researchers recommend that the school

canteen should offer food that can sustain the nutritional needs of the

customers, likewise, offer food and beverages with most reasonable price.

3. Since most of the respondents are satisfied with the canteen 2 services in

terms of ambiance, sanitation and customer service, the researchers

recommend that the school canteen should maintain and always check

the good ambiance, cleanliness of the place and its facilities and a good

relationship with the customers.

4. Since the facilities of canteen 2 are statistically found as neither satisfying

nor dissatisfying, the researchers recommend that the school canteen

should provide a little more tables and chairs, utensils and make use of

proper tools or materials.

5. Orient canteen staff and officials so that they will improve their skills more

in order to completely and continually satisfied the customers.

42
6. Since this study primarily focused on the level of satisfaction on the

canteen 2 products and services, the researchers recommend further

studies to fully understand the situation of students and teachers in

Morong National High School.

43
 Pictorial Report

Brainstorming and Gathering of Information

The researchers brainstorm and gather different information about their

study.

Revision of Chapter 1, 2 and 3

The researchers revise their chapter 1, 2 and 3.

44
45
Distribution of Questionnaire Checklist

The researchers distribute the questionnaire checklists and wait until the
completion of the respondents.

Tabulating the Results and Statistical Treatment

The researchers tally and statistically compute the gathered data.

46
 BIBLIOGRAPHY

Brener, N., et.al. (2009). Food Service and Food and Beverages Available at

School: Results from Health Policies and Programs Study 2000. Retrieved

from http://onlinelibrary.wiley.com/doi/10.1111/j.1746-

1561.2001.tb03509.x/abstract

Department of Education and Early Childhood Development. (2013). The School

Canteen as a Viable Operation.

DepEd Order No. 8 s. 2007.Revised Implemeting Guidelines On The Operation

And Management Of School Canteens In Public Elementary And

Secondary Schools.

LatifAtiyah. (2016). Product's Quality And Its Impact on Customer Satisfaction: A

Field Study in Diwaniyah Dairy Factory. Challenges of Modern

Management.

Levitz, N. (2010). Report on Student Retention Trends. Retrieved from

http://www.noellevitz.com

Markieeeu.(2013). Introduction for Customer Satisfaction.

Obuobisa-Darko, T., Tsedzah, V. A. (2015).Assessing Students' Satisfaction: An

approach to Help Improve Services Rendered to University

Students.European Journal of Business and Management.

47
48
 APPENDIX A

Gantt Chart of Activities

Activities June July Aug. Sept. Oct.

1.Conceptualization of
Research Problem

2. Title Defense

3. Gathering of Data

4. Development of
Chapters 1, 2 and 3

5. Final Draft

6. Colloquium

7. Revision of Chapters 1,
2 and 3

8. Tallying, Analysis and

Interpretation of Data

9. Formulation of Findings,
Conclusion and
Recommendation

10. Oral Defense

11. Revision of Final Copy

12. Bookbinding and

Submission

49
 APPENDIX B

Republic of the Philippines

Department of Education
Region IV-A (Calabarzon)
Division of Rizal

Morong National High School-Senior High

Morong, Rizal

CERTIFICATE OF CONTENT VALIDATION

This is to certify the following experts validated the questionnaire checklist

of the researchers for their study entitled LEVEL OF SATISFACTION ON THE
CANTEEN 2 PRODUCTS AND SERVICES: AN INPUT FOR CANTEEN
IMPROVEMENT.

Name Signature Date

1. Mrs. Joan T. Santiago ______________ _________

2. Mr.Sherdine D. Bautista ______________ _________

3. Mr. Paul Ian Louie D. Robles ______________ _________

50
 APPENDIX C

Republic of the Philippines

Department of Education
Region IV-A (Calabarzon)
Division of Rizal

Morong National High School-Senior High

Morong, Rizal

Letter of Permission to Conduct the Study

________________
Date

Sir:

Greetings!
The researchers are presently conducting a study entitled LEVEL OF
SATISFACTION ON THE CANTEEN 2 PRODUCTS AND SERVICES: AN
INPUT FOR CANTEEN IMPROVEMENT as a part of the requirements for the
Practical Research 2.

In this regard we would like to request your permission to please allow us to

conduct our study among the students of your school who can provide the
necessary information for the completion of this study.
We hope for your favorable response to this request.

Respectfully yours,

ANNA JANINAH E. RAMOS

JOAN KARENA A. NATIVIDAD
EINDZEL CHARISH G. CASTAÑ̃EDA
GABRIEL M. MARAYAN
JEZREL F. SIASON

Approved by:

RHENELEE S. RAMOS
Adviser

Recommending Approval:
CELESTINO A. SANTIAGO
Principal III, MNHS

51
 APPENDIX D

Republic of the Philippines

Department of Education
Region IV-A (Calabarzon)
Division of Rizal

Morong National High School-Senior High

Morong, Rizal

Letter to the Respondents

Dear Respondents,

We are presently conducting a study of part of our requirements for Practical

research 2 and you are chosen as respondents in our research entitled LEVEL
OF SATISFACTION ON THE CANTEEN 2 PRODUCTS AND SERVICES: AN
INPUT FOR CANTEEN IMPROVEMENT.

Your cooperation and honest response to the Item test will be greatly appreciated
and treated strictly confidential.

Very truly yours,

ANNA JANINAH E. RAMOS

JOAN KARENA A. NATIVIDAD
EINDZEL CHARISH G. CASTAÑEDA
GABRIEL M. MARAYAN
JEZREL F. SIASON

Noted:

RHENELEE S. RAMOS
Adviser

52
 Republic of the Philippines
Department of Education
Region IV-A (Calabarzon)
Division of Rizal
Morong National High School
Morong, Rizal

QUESTIONNAIRE CHECKLIST
LEVEL OF SATISFACTION ON THE CANTEEN 2 PRODUCTS AND
SERVICES: AN INPUT FOR CANTEEN IMPROVEMENT

Name: Section:

Directions: Give your perceptions regarding the canteen 2 products and services.
Use the scales below in providing response to item given for each area. Please
put a check (  ) in the space provided for your answer.
5 Very Satisfied
4 Satisfied
3 Neither Satisfied nor Dissatisfied
2 Dissatisfied
1 Very Dissatisfied

PART I: LEVEL OF SATISFACTION ON THE CANTEEN 2 PRODUCTS

Description Statement 5 4 3 2 1
Taste of Food Breakfast meal
Lunch meal
Juices
Amount of Servings Adequate portion of food
Authenticity of food
Amount and sizes of food
Variety of Choices Suitable menu for choices
Sufficient choices to accommodate
personal preferences
Variation of menu everyday
Nutritional Value Complies with the rules of nutritional
quality
Healthiness of the food
Healthiness of the beverages
Price Price for breakfast meal
Price for lunch meal
Price for beverages

53
PART II: LEVEL OF SATISFACTION ON THE CANTEEN 2 SERVICES

Description Statement 5 4 3 2 1
Ambiance Temperature of the canteen
Appearance of the canteen
Appearance of the staff
Sanitation Tidiness of the canteen premises
Cleanliness of the utensils
Cleanliness of the tools
Customer Service Friendliness and politeness of the
staff
Attentiveness of the canteen staff
Efficiency of the canteen staff
Facilities Number of tables and chair to
accommodate the students
Number of canteen utensils
Completeness of materials, tools,
appliances used

Additional comment/suggestions:
________________________________________________________________
________________________________________________________________
________________________________________________________________
_________________.

54
 APPENDIX E
Research Proposal

I. Objectives

The research study entitled “Level of Satisfaction on the Canteen 2

Products and Services: An Input for Canteen Improvement” aims to:

a. Determine the level of satisfaction on the products and services

rendered of the canteen 2 and;

b. Provide information to canteen management about the satisfactory

level on the canteen 2 products and services for decision-making and

improvement of canteen.

II. Rationale

A school canteen provides service to the school community and offer

variety of foods and drinks that is affordable to students. It also has the

responsibility to its customers of providing quality foods through proper

maintenance and observation of good hygiene.

Morong National High School has two existing canteens. One is in Junior

high and the other one is intended mostly for the senior high school students.

Since the Canteen 2 have smaller space, it was hard to accommodate a big

numbers of students. But still, the canteen 2 was giving its best to provide a good

quality of service that will fulfill the needs of the student.

As the population of students grows every year, more attention should be

given to the school canteen because the performance of the school canteen

plays an important role in building a good standard of the institution since a

55
school canteen is one of the student’s services that are considered by the

students.

This prompted the researchers to conduct the study entitled “Level of

Satisfaction on the Canteen 2 Products and Services: An Input for Canteen

Improvement” to determine the satisfactory level on the canteen 2 products and

services to provide information to canteen management for decision-making and

improvement of canteen.

This study could provide the canteen 2 with the information about the

things that satisfy the students and so as to do the things that are needed to be

improved. Likewise, help the canteen 2 manager to fully recognize what the

customer wants and be able to provide their needs.

This may also serve as the guide tool for canteen managers for the

present and future planning and preparation so that they will continue to satisfy

their customer. Hence, the continuous satisfaction of customers will also lead to

continuous revenue of the school.

III. Plan

The researchers will utilize questionnaire checklist for determining the

level of satisfaction on the canteen 2 products and services. The researchers will

randomly choose 40 SHS students and five teachers to be their respondents.

The researchers will distribute the questionnaire checklist and the same

checklists are immediately return by the student upon the completion of the

56
respondents to ensure that all questionnaire checklists will all accounted for after

the survey.

The researcher will tabulate and statistically compute the gathered to

determine the level of satisfaction on the canteen 2 products and services.

IV. Conclusion

With the aid of the cooperation of the respondents, the researchers will be

able to meet the objectives of their study---to determine the level of satisfaction

on the canteen 2 products and services and to provide information to canteen

management for decision-making and improvement of canteen 2.

The result of this study will serve as the guide tool for canteen

management for the present and future planning and preparation.

It will also be useful to other canteen and food services. This will provide

information on what are the factors of products and services considered the most

and things that should be to look for improvement.

57
58
 Personal Background

Name : Anna Janinah E. Ramos

Date of Birth: June 22, 1999

Address: 656 T. Claudio St. Brgy. San Juan Namay

Morong, Rizal

Religion: Roman Catholic

Civil Status: Single

Father’s Name: Virgilio D. Ramos

Mother’s Name: Jeancy E. Ramos

Educational Attainment

School Year Graduated

Primary: Tomas Claudio Memorial Elementary School 2011-2012

Achiever

Junior High School: Morong National High School 2015-2016

Rank 9

Senior High School: Morong National High School 2016 to present

Seminars/ Symposium Attended

Seminar-Workshop in Quantitative Research Focusing in Statistics

59
Achievements School Year

Achiever 2011-2012

Rank 8 2013-2014

Rank 6 2014-2015

Rank 9 2015-2016

Rank 3 (Overall) 2016-2017

60
 Personal Background

Name: Eindzel Charish G. Castañeda

Date of Birth: December 31, 1999

Address: 64 katwiran St. Baras, Rizal

Religion: Church of Christ

Civil Status: Single

Father’s Name: Remigio E. Castañeda Jr.

Mother’s Name: Normita G. Castañeda

Educational Attainment

School Year Graduated

Primary: Baras Elementary School 2011-2012

Junior High School: Morong National High School 2015-2016

Senior High School: Morong National High School 2017 to present

Seminars/ Symposium Attended

Seminar-Workshop in Quantitative Research Focusing in Statistics

61
 Personal Background

Name: Joan Karena A. Natividad

Date of Birth: January 7, 2000

Address: 0431 Raymundo St. Lagundi, Morong, Rizal

Religion: Church of Christ

Civil Status: Single

Father’s Name: Jonathan G. Natividad

Mother’s Name: Karen A. Natividad

Educational Attainment

School Year Graduated

Primary: Lagundi Elementary School 2011-2012

Junior High School: Lagundi CCL National High School 2015-2016

Senior High School: Morong National High School 2017 to present

Seminars/ Symposium Attended

Seminar-Workshop in Quantitative Research Focusing in Statistics

Achievements School Year

Rank 9 2011-2012

With Honor 2016-2017

62
 Personal Background

Name: Jezrel F. Siason

Date of Birth: July 11 1999

Address: A.Talavera St. Lagundi Morong Rizal

Religion: Roman Catholic

Civil Status: Single

Father’s Name: Julianito O. Siason

Mother’s Name: Edna Bernadette F. Siason

Educational Attainment

School Year Graduated

Primary: Pulong Kumanoy Elementary School 2011-2012

Junior High School: Lagundi National High School 2015-2016

Senior High School: Morong National High School 2017 to present

Seminars/ Symposium Attended

Seminar-Workshop in Quantitative Research Focusing in Statistics

63
 Personal Background

Name: Gabriel M. Marayan

Date of Birth: November 24, 1999

Address: Taghangin Maybancal, Morong, Rizal

Religion: Born Again

Civil Status: Single

Father’s Name: Michael M. Marayan

Mother’s Name: Lea M. Marayan

Educational Attainment

School Year Graduated

Primary: Tomas Claudio Memorial Elementary School 2011-2012

Junior High School: Morong National High School 2015-2016

Senior High School: Morong National High School 2017 to present

Seminars/ Symposium Attended

Seminar-Workshop in Quantitative Research Focusing in Statistics

64