LEVEL OF STUDENTS SATISFACTION ON CANTEEN SERVICES OF ST.

PAUL
UNIVERSITY SURIGAO

A Research Paper Presented to

The Faculty of Junior High School Department
Saint Paul University Surigao
Surigao City

In Partial Fulfilment of the Requirements for the Strand

Science Technology Engineering Mathematics (STEM)

by:

BAYNOSA, KEZAHIA NICHOLE T.

CABERTE, FEBBY GRACE A.

CHUA, CHRISTOPHER LEO S.

GUIANG, TRACEA MAY T.

PARPAN, NISA CLAIRE I.

SERIÑA, DANA ANDREA ZEBELLE E.

2019
 TABLE OF CONTENTS
Page

TITLE PAGE i

CHAPTER

1 THE PROBLEM AND ITS BACKGROUND 1

Conceptual Framework of the Study 4

Schematic Diagram 8

Statement of the Problem 9

Hypothesis 10
Significance of the Study 10

Scope and Limitation 11

Definition of Terms 11

2 THE REVIEW OF RELATED LITERATURE 12

Synthesis of the Review 19

3 METHOD 20
Research Design 20
Participants 20
Instrument 21
Data Gathering Procedure 21
Data Analysis 21
Ethical Considerations 22
QUESTIONNAIRE 24
REFERENCES 25
CURICULUM VITAE 28
 CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

All of the schools have food service operation that provides many varieties of food options

and delivers healthy and tasty ingredients in a way that please the students. Food items sold in

and around the school during school hours or recess play a special role in school because it

provides refreshment and fulfills energy requirement of students. It has an impact on curricular

and co-curricular activities and well-being of the student and school community.

Customer satisfaction is the basis of building and strengthens the relationship with

customers for the companies (Biscaia, Rosa, Moura e Sa andSarrico, 2017). It is also a feeling of

contentment of a person when ones need is being fulfilled. This can be one of the vital roles in a

successful business establishment. It is a leading indicator of a customer’s loyalty and identify

unsatisfied customer, it is also a key point of differentiation that helps to attract new customers in

a competitive business environments. Therefore, satisfaction can indicate a person’s

disappointments resulting from comparing a products perceived performance relation that

coincides with his/her expectations. If the performance falls short likely the customer would be

dissatisfied. However, if it reaches or exceeds the customers’ expectations then the customer is

satisfied.

A canteen is a place that commonly sells food and drinks to a large institution and it is a

place where people go and have a break from work. These are mostly found within a larger

institute, catering to the clientele of the institute.

The Department of Education (DepEd) is strongly committed to support student’s health

and well-being through its curriculum in schools and range initiatives that offer opportunities for
 2

physically fit individuals who love eating healthy food. Schools are encouraged to implement

comprehensive health and well-being programs, including food and nutrition education. They

help eliminate malnutrition, and serve as a venue for the development of desirable eating habits

among students. By virtue of Dep. Ed. Order No 14. S, 2005, the Instruction to Ensure

Consumption of Nutritious and Safe Foods in Schools that all schools must have school canteens

is indicated. This is reiterated by Dep. Ed Order No. 8 s of 2007 implementing guidelines on the

school canteen. Canteens should serve as venue for the development of eating habits for students.

Proper hygiene standard for both rural and urban school cafeterias should be developed in

order to improve cleanliness of the school and promote students’ health. All canteens have the

responsibility to provide safe food. Safe food means that it is prepared, cooked, transported and

served in a way that it will retain nutrients and minimize bacterial contamination and growth.

Food should always be handled with care under the most sanitary condition. Otherwise, it may

be exposed to microorganisms that can cause illnesses (Dela Cruz et. al 2017). A food handler

should always be conscious of proper hygiene.

Food must be handled with care in the most sanitary conditions, this should also be

observed and strictly implemented in schools where students buy their snacks and lunch during

break time. Proper sanitary requirements must be complied by food establishments to ensure

safety of the students and avoid or prevent cases of food poisoning and spread of food borne

diseases (Sun Star Bacolod News Paper, 2010).

The growing problems regarding the significant number of students whom are

dissatisfied with the services of the canteen are considerably getting higher each day. Eliminating

those problems would increase higher chances for students, employees and faculty to likely be
 3

more satisfied. Thus, the higher the satisfaction level the more satisfied the customers which

prompted the researchers to take action and investigate on how to solve this issue and in what

way they can help enhance their services.

This study will focus on the school canteen of St. Paul University Surigao, the services

and foods that they are offering. The establishment and operation of a school canteen is

important to both the students and the employees. Therefore, St. Paul University Surigao’s

canteen management should offer fresh and healthy food at affordable prices. Thus, greater effort

must be exerted in its operation, either by the school administration or hired entity who handles

the operation. By conducting this, it may allow the canteen to improve its services as well as its

contribution to the satisfaction of everyone.

 4

Conceptual Framework

This study is anchored to the concept of Guo et al., (2018) essential about customer

satisfaction that depends on the theory of Lewin’s expectancy-disconfirmation. They perceive

customer satisfaction as the response of customer fulfillment. Their concept renders information

that is directly related to this study which focuses on the levels of satisfaction of costumer, most

particularly the factors that affects the satisfaction of a customer.

There are two conceptualizations of customer satisfaction based on their study, which are

transaction-specific satisfaction and cumulative satisfaction respectively. In the perspective of

transaction-specific, the existence of satisfaction is momentary. It means the satisfaction level of

customer at the specific point of time (Namkung and Jang, 2007). By this, the company will see

the improvement of products quality lead to the changes in product’s performance. On the other

hand, the cumulative satisfaction perspective is that, the satisfaction level of the customer is the

overall experience outcome that the customer consumes the product to date (Namkung and Jang,

2007). This means that the company can predict the customer’s intentions or behaviors through

the cumulative evaluation (Olsen and Johnson, 2003). Furthermore, the cumulative satisfaction

can directly influence customer’s attitudes, re-purchase and brand loyalty in the post-purchase

(Namkung and Jan, 2007).

The expectancy-disconfirmation model is used also as our relevant basis in the study. It

shows the satisfaction level of the customers. Thus, the customers evaluate the level of

satisfaction of a product according to the comparison of pre-purchase expectation and post-

purchase perceived performance. If the perceived performance exceed the customer expectation

then, the costumer will be satisfied with their consumption, which can be seen as a positive
 5

disconfirmation. Counterpoint to that, if the perceived performance is lower than the customer

expectation, then the customers will be unsatisfied toward their consumption, which can be seen

as a negative disconfirmation. The subjective evaluation of confirmation of disconfirmation will

lead to emotion related satisfaction. This will affect the overall satisfaction of a customer

(Namkung and Jang, 2007).

One of the major variables of this study under the customers satisfaction includes price,

taste, and food safety as presented in the diagram. And the variables that contains in the students

profile are age, sex, and income. They are chosen to find out what is the difference of the

variables as a factor in the study of level of students satisfaction in the canteen services of St.

Paul University Surigao.

Price. This refers to the sum of value which customers obtain benefits from using

products and service (Hanif, Hafeez and Riaz, 2010). It is considered as the basis of building

customer satisfaction and the customer satisfaction is depended on customers’ desired price of

products (Bei and Chiao, 2001). According to the study of Guo et al., 2018, price is an important

factor which can influence customer satisfaction. A reasonable and fair price of a product will be

accepted by customers and increase their satisfaction level of this product (Ehsani and Ehsani,

2014; Malik, Ghafoor and Iqbal, 2012; Razak, Nirwanto and Triatmanto, 2016; Hanif, Hafeez

and Riaz, 2010).

Taste. This refers to the sensation of flavor perceived in the mouth and throat on contact

with a substance (dictionary.com). It is one of the important attributes of food quality and one of

the factors that satisfied consumers to purchase organic food (Paul and Rana, 2012; Namkung

and Jang, 2007). Researchers found out that there is a significant correlation between taste and
 6

customer satisfaction and the food with good taste will have positive influence on customer

satisfaction (Namkung and Jang, 2007; Reginald, 2016).

Food Safety. This refers to handling, preparing and storing food in a way to best reduce the

risk of individuals becoming sick from foodborne illnesses (Sally Santacruz, 2016). The

customers experience the food safety as binary, fail or pass attributes toward the food product.

This means if they perceive the product is safe, they will buy it. Otherwise, they would not buy

it. The researchers found the food safety is a basic item that the customers can use it to measure

the food quality and also the safety of food has a positive influence on the customer satisfaction

(Ramanathan, Di and Ramanathan, 2016; Seo et al., 2016).

Sex. This refers to the participants and is likewise considered in the study to determine

whether there is a significant difference between male and female in the level of satisfaction.

Essentially, this theory proposed looking at masculinity and femininity as sets of mutually

created characteristics shaping the lives of men and women (Smith B.G. 2001).

Age. This refers to a person’s actions or behavior. It is the distinction of a person’s wants and

needs. Age is one of the bases of knowing the level of student’s satisfaction of St. Paul

University Surigao.

Weekly Allowance. This refers to a person’s weekly budget on how they are going to

spend their money on the things that they need to buy.

A canteen can be considered as an excellent place for students because it is a place where

they can buy their snacks & lunch and also it is good place for them to take a break or relax from

the academic activities. The study conducted by the researcher would determine the level of

student’s satisfaction in the school canteen of St. Paul University Surigao in terms of Price,
 7

Taste, and Food safety. This study also assesses the feedback of the students about the variables

that is the basis of their satisfaction preferences.

 8

Level of Satisfaction of Students

Profile of the Participants
 Price
 Sex  Taste
 Age  Food Safety
 Weekly Allowance

Figure 1. Schematic Diagram of the Study

 9

The Statement of the Problem

The study aims to know the level of students’ satisfaction on the canteen services of St.

Paul University Surigao. Specifically,

1. What is the profile of the participants in terms of:

1.1 Sex;

1.2 Age; and

1.3 Weekly Allowance?

2. What is the level of students’ satisfaction in the canteen services in terms of:

2.1 Price;

2.2 Taste; and

2.3 Food safety?

3. Is there a significant difference on the level of students’ satisfaction in the canteen

services when grouped according to their profile variables?

 10

Hypothesis

At 0.05 level of significance, it is hypothesized that there is no significant difference

on the level of the student’s satisfaction in canteen services when grouped according to their

profile variables.

Significance of the Study

The implication of this study that is due to the goals of the researchers is to determine

the level of satisfaction of Junior High School students and their perceptions in terms of the

food, accommodation, and customer service that are in accordance to the performance of

both the canteen and its staff. The researchers want to know also the status of the school

canteen in St. Paul University Surigao according to the satisfaction of the students.

Moreover, researchers will evaluate the difficulties encountered by the students and identify

the aspects in the service of canteen that can be improved. Thus, the result and findings of

this study will give benefits to the following:

Students. This study will able to help students to fill in their concerns and will give

knowledge and ideas about their schoolmates’ level of satisfaction as well as they would be

able to evaluate in their own.

Teachers/Employees. This study will able to help the teachers/employees to know what the

students want in the canteen or what they want to add in the canteen menu and give

knowledge, insights and ideas about the students satisfaction on the canteen services.

Canteen Management. This study will serve as a guide to the canteen management for the

improvements of the canteen and provides insights and information on how they will manage

the canteen for the comfort of students and teachers.

 11

Future Researchers. This study will serve as a guide and reference for the future researchers

who have the same study to what the researchers conducted. This research is open for father

development.

Scope and Limitation of the Study

The researchers want to conduct this study to find out the level of students’ satisfaction on

canteen service as their main goal in this research. The students’ satisfaction is measured

according to their perception in price, taste, and food safety of the canteen and staff. As part of

the study, the participants of the study are the Junior High School students of St. Paul University

Surigao. This study will be conducted during the school year 2018-2019.

Definition of Terms

Canteen. A place where they sell food and drinks to a large institution.

Canteen Management. It is a several organizations provide canteen/meals, facility to their staff;

either company sponsored, subsided or others.

Management. It refers to the organization and coordination of the activities of a business in

order to achieve there desired goal.

Satisfaction. It is a pleasant feeling you get when you receive something you wanted, or when

you have done or doing something you wanted.

Price. It refers to the cost of the food being served in the canteen.

Food Safety. It refers to how the personnel handle the food in terms of preperation.

Taste. It refers to the person’s preference on their eating behaviour and eating habit.
 CHAPTER 2

REVIEW OF RELATED LITERATURE

The literature and studies cited in this chapter tackle the different concept, understanding,

and ideas, generalization or conclusions and different development related to study of level of

satisfaction from the past up to the present and which serves as the researchers guide in

developing the project. Those that were also included in this chapter helps in familiarizing

information that are relevant and similar to the present study.

According to the study conducted by Anderson et al., 2008 in titled “Drivers of Service

Satisfaction; Linking Customer Satisfaction to the Service Concept and Customer

Characteristics”, they include customer characteristics as their main factors in the evaluation of

satisfaction. In their study, they want to know what drives customer satisfaction in the airline

industry and how it affects the costumer’s perception. The variables that they use are identified

in the study of Cooil et al. (2007) and Mittal and Kamakura (2001) and it serves as their basis for

selecting their specific demographic variables of gender, age, and income and their situational

variable of experience. Class of service is marked as their important additional situational

variable in passenger air.

Cooil et al. (2007) note that customer characteristics comprise both

demographic and situational characteristics and state that it is important to investigate the

moderating effects of both types, since prior literature has demonstrated that they both influence

customer satisfaction. Demographic variables, such as age, gender, and socioeconomic status, are

specific to the customer, and that is similar to the variables of this study. While situational

characteristics, such as expertise—that are not relevant to this study, are specific to the context.
 13

Gender

Anderson et al., 2008 find out in their study that past research report shows women

has greater overall satisfaction than men (e.g., Bryant and Cha 1996; Mittal and Kamakura

2001). One explanation for this finding is that women may be more experienced shoppers with

more skill at making attribute comparisons. Experience enables them to identify items that best

fit their personal needs and leads to higher overall satisfaction than men (Bryant and Cha 1996).

A second explanation is suggested by Mittal and Kamakura (2001), who find that women are less

likely to tell the truth about negative experiences than men.

In addition to finding differences in the levels of satisfaction between men and women,

past research as well, identifies differences in the relative weights that men and women assign to

the service concept components that are often attributable to differences in leadership style

(Eagly, Makhijani, and Klonsky 1992) and information-processing style (Meyers-Levy 1991).

The findings suggest that women focus more on the interpersonal components of a

service interaction (Iacobucci and Ostrom 1993). In fact, with respect to general buying

behaviour, research has shown that women’s purchases are influenced more heavily by their

evaluations of the personal interactions (Zeithaml 1985) and sales personnel consultations

(Gilbert and Warren 1995) than are men’s purchases. As a result, they hypothesize that, on

average, women are more satisfied than men, that the composition of the model of customer

satisfaction differs between men and women, and in particular that interactional components

influence overall satisfaction more for women than for men.

 14

Age

Still on the study of Anderson et al., 2008, elderly people are, on average, slower in

encoding new information and in retrieving information stored in memory, thus reducing

information-processing capability (John and Cole 1986). Although they may have expertise

gained from experience, the benefits of this expertise are not as readily accessible. Mittal and

Kamakura (2001) explain that older people may have lower “thresholds of acceptable

satisfaction” because information search for a new provider is more costly. However, their

research also suggests that age-related differences in product or service evaluations may be due

to different expectations, driven by differences in society and culture at birth and maturation

(Bryant and Cha 1996). In general, past research has found that older people are more satisfied

than younger people (Bryant and Cha 1996; Mittal and Kamakura 2001).

As the result of their study, they have conclude that, consistent with Vargo and

Lusch’s (2008) premise of the unique and phenomenon- logical determinants of customer value,

a parsimonious model of customer satisfaction in a service dominated view of marketing

demands consideration of both demographic and situational customer characteristics. Their

investigation reveals that both demographic and situational characteristics moderate the

composition of overall satisfaction. Specifically, gender, income, class of service, experience in

travel, and age are all found to moderate the relation between satisfaction with service attributes

and overall satisfaction.

The variables that is being used in the study of Anderson et al., (2008) is likely

similar to what this study have, since the present researchers base their study to them. Both

studies want to know what factors affects customers satisfaction. However, countable differences

are highly observed from both studies.

 15

Anderson et al., (2008) study mainly focuses on the service concept and demographic

characteristics linking customer satisfaction. The context of their study takes place in the airline

industry and their mentioned customers are the passengers of the plane. They also include

income as one of the variables in their study. In contrast to the present study, it focuses on the

level of satisfaction of the students in the canteen services. Their context takes place in the

canteen of St. Paul University Surigao and instead of including income as their other factors,

weekly allowance is being indicated to fit the students’ profile. The edge of this study is to know

the satisfactory level of the student in the services conducted by the canteen and their

participants are Junior High School students.

According to the recent study of Zhang et al., 2018 about customer’s satisfaction

towards organic food, they have emphasized the factors that affect customer satisfaction; which

are the price, taste and food safety.

Price

Price is the sum of value which customers obtain benefits from using products and

service (Hanif, Hafeez and Riaz, 2010). It is defined as “what is given up or Sacrificed to Obtain

a product or service” from the customers’ point of view (Zeithaml, 1988, p. 10). Bei and Chiao

(2001) stated that price is considered as the basis of building customer satisfaction and the

customer satisfaction is depended on customers’ desired price of products. Price can be regarded

as a resource to enhance the profit and customer satisfaction (Ehsani and Ehsani, 2014). As

some researchers stated, price fairness will influence customers perception and has positive

impact on consumer satisfaction (Malik, Ghafoor and Iqbal, 2012; Razak, Nirwanto and

Triatmanto, 2016).
 16

Price fairness is one of the most mentioned concepts in marketing literature (Konuk,

2017). Price fairness means that the consumers would evaluate whether sellers’ price is

acceptable, justifiable and reasonable for them (Hanif, Hafeez and Riaz, 2010; Konuk, 2017).

When the customers evaluate whether the price is fair, the price will be depended on the derived

value of a product and compare with other competitor's price of a product (L. Ferguson and

Scholder Ellen, 2013).

Also, price reasonability plays an essential role when building customer satisfaction

(Malik, Ghafoor and Iqbal, 2012). The customers expect to have a good quality with reasonable

price that they can pay for it easily. In this way, the company can establish a long term and good

relationship with their customers (Malik, Ghafoor and Iqbal, 2012). If price of product is

reasonable and fair for customers, they will repeat purchase, vice versa. Any price policies

which are expensive, unreliable and unreasonable will result in a negative satisfaction of

customers (Malik, Ghafoor and Iqbal, 2012). A research revealed that if the price of organic

food is fair, reasonable and appropriate for consumers, the satisfaction level of organic food

would rise (Konuk, 2017).

Taste

Taste is one of the important attributes of food quality and one of the factors that satisfied

consumers to purchase organic food (Paul and Rana, 2012; Namkung and Jang, 2007). Taste can

be divided into different forms such as sour, salty, sweet, bitter and umami. A person’s

perception of a food taste is person-to-person and taste will influence people like or dislike of

individual foods (Feeney et al., 2017). Many researches indicated that taste preference will

influence eating behaviour and eating habit (Feeney et al., 2017; Prada, Garrido and Rodrigues,

2017; Martinez-Cordero, Malacara-Hernandez and Martinez-Cordero, 2015). A research

 17

revealed that customers choose organic food because its taste is better than non-organic food

(Paul and Rana, 2012). Taste is a quality of experience and is one of the sensory properties, and

therefore it will affect satisfaction of a customer towards foods (Pomsanam, Napompech, and

Suwanmaneepong, 2014; Namkung and Jang, 2007). A good taste can make consumers feel

pleasure and have a good experience on food. However, another research shows that customers

dissatisfied organic wholemeal food because of its poor taste (Naspetti and Zanoli, 2009).

Hence, not all of organic foods make the customer feel satisfied. The research also

showed that some customers did not realize the taste of organic food is different from the non-

organic food (Jolly and Norris, 1991).

Food Safety

The safety of food is equal to the health value. The customers experience the food safety

as binary, fail or pass attributes toward the food product. This means if they perceive the product

is safe, they will buy it. Otherwise, they would not buy it. Meanwhile, the safety of organic food

is a dimension of the quality of food (Naspetti and Zanoli 2009). The individuals start to pay

attention to the food safety, since they do not want to get disease, and they take preventive

actions to try to avoid the disease. When a person starts to concern about whether it is healthy

food or not, it refers to the implementation of food safety. Each implementation begins from

home and intention of individuals.

Therefore, people pay attention on the healthy food when getting involved with food

safety (Ghulam et al., 2017). The customers perceive the organic food healthier and safer than

non-organic food since the organic farming does not use the insecticide and artificial fertilizer.

For organic food, the customers expected it can contain fewer chemical residues than

conventional food, since the chemical residues of food can threaten human health (Williamson,
 18

18

2007; Namkung and Jang, 2007). Furthermore, a research argued that food safety will influence

the customer mentality satisfaction. This means if the food producer increases reliable

information of food safety, the customer satisfaction will increase (Ghulam et al., 2017).

Since consumers’ perception can be influenced by the claims which are included in the

information (Prada, Garrido and Rodrigues, 2017). For instance, if the marketers provide enough

information about the producers reduce the usage of pesticides and antibiotic-resistant bacteria in

organic food farming (Holzman, 2012), the customers would perceive organic food healthier and

safer than non-organic food and customer satisfaction would increase (Ghulam et al., 2017;

Holzman, 2012).

The result of their study presents that the hypothesis of food safety was rejected in their

research, which means food safety in this research cannot affect the customer satisfaction toward

organic food. A new model had been generated in their research, which is the price, taste,

freshness of organic food affect customer satisfaction. In comparison to the present study, it is

relevant that some variables from Zhang et al., 2018 is the same to this study, the only difference

is that this study did not include the freshness of the food since it cannot be identified by students

which is their participants. Those factors help them to know the level of satisfaction of the

students most particularly in the services of canteen.

Synthesis of the Review. The reviewed materials from dissertations and journals/articles

from electronic sources prove that there are related insights and inferences to the conducted

present study. The mention study above or the Review of Related Literature are similar to the

present study because of the following variables under the demographic of the students or there

students profile which are the age, sex, and there overall weekly allowance. Under the students

level of satisfaction which are the price, taste, and its food safety. What these variables have in
 19

19

common is that it talks about the satisfaction of a customer and its overall preference of the

service. The difference between our study and the others is the place that is being conducted and

the participants of our study. In relation, the study is based on the level of students satisfaction

on canteen services of St. Paul University Surigao based on the Junior High School students. The

canteen may also benefit in terms of improvement of their services.

 CHAPTER 3

METHOD

This chapter presents the research design, participants, instrument, and data gathering

procedure, data analysis and ethical considerations.

Research Design

The researcher use descriptive design and gathered information through the use of

survey questionnaire as an instrument in collecting data because this study determines the Level

of Students Satisfaction on the school canteen of St. Paul University Surigao.

This study will the descriptive research design in which it aims at defining or giving a

verbal portrayal or picture of a person, thing, event, group, situation, etc. It is used to describe

what is in existence in respect to conditions or variables that are found in a given situations.

(Patricia M. Shields and Nandhini Ragarajan, 2013).

Participants

The participants of the study are the Junior High School students of St. Paul University

Surigao. The researchers will use solvin's formula to get the sample size of the students and after

getting the sample size, the researchers will use the stratified random sampling in order to select

the number of participants.

Instrument

The researcher-made questionnaire will be used as the main tool in gathering data. Part

1 asked for the profile of the participants. And Part ll asked the food perception, accommodation,
 21

and customer service according to the level of student’s satisfaction of St. Paul University

Surigao. The questionnaire contains the perception of students towards the canteen services of

St. Paul University Surigao, where on how they are going to evaluate the canteen’s food,

accommodation, and the service that is given by them every day. The questionnaire will be

validated by experts before sending a letter of permission and surveying of the students.

Data Gathering Procedure

The researchers sent a letter of permission to the Principal of the Basic Education

Department to inform about the conduct of the study. Upon the approval, the researchers ask the

permission to the Junior High School Teachers conduct a survey to the Junior High students.

After asking the permission, the researchers also ask permission to the Junior High School

students to evaluate the survey and the students are given time to finish the survey questionnaire.

After the evaluation, the researchers collected the questionnaire to be tallied, tabulated, analyzed

and interpreted the data for the results that can be used on the chapter 4 & 5.

Data Analysis

The gathered data will be treated using the following statistical tool:

Frequency Count and Percentage Distribution. This refers to describe the profile

distribution of the participants.

Mean and Standard Deviation. This study refers to determine the level of student’s

satisfaction on canteen services of St. Paul University Surigao in terms of food perception,

accommodation and customer service.

 22

Scale Parameter Verbal Interpretation Qualitative description

4 3.25 – 4.00 Strongly Agree Very Satisfactory
3 2.50 – 3.24 Agree Satisfactory
2 1.75 – 2.49 Disagree Unsatisfactory
1 1.00 – 1.74 Strongly Disagree Very Unsatisfactory

Analysis of Variance (ANOVA). This tool will be used to test the significant difference

between the profile of the participants and the level of student’s satisfaction on canteen services

of St. Paul University Surigao.

Ethical Considerations

Ethical considerations were manifested to avoid any threats not considerably harming the

participants throughout the study. To preserve the privacy of the informants, their basic

information was held confidential. Polit and Tatano (2006) stated that researchers may use

pseudonyms. The purpose of using pseudonyms is to identify the individual in the respective

context while leaving it unidentified to other contexts, (Tilborg H., & Jajodia S., 2011). The

participants of the study were only volunteers, who are able to answer and were not force to

answer our survey. The researchers considered that sharing the results with the canteen staff after

the conduct of the study because according to American Psychological Association (2003) and

the Center for Social Research Methods (2006), which was cited by De-Laza (2017) that the

results of the study such as comments and suggestions are significant information to be shared by

the canteen staff, which will help them to improve their services.

CHAPTER 4
 RESULTS AND DISCUSSIONS

This chapter presents and discusses the results of the data gathering on the study.The

presentation of data follows the sequence of the statement of the problem.

Profile of the Participants

Table 1 shows the demograpic profile of the participants in terms of age, sex, and weekly

allowance.

Table 1. Demograpic Profile of the Partricipants

VARIABLES f (296) %

Sex
Male 99 33.45
Female 197 66.55
Age
12 years old 22 7.43
13 years old 66 22.30
14 years old 81 27.36
15 years old 70 23.65
16 years old 53 17.91
17 years old 4 1.35
Weekly Allowance
₱200 - ₱500 258 87.16
₱550 - ₱1000 29 9.80
₱1000 and above 9 3.04
 As shown in Table 1, 99 of the participants are male or 33.45% of the total population

and 197 of the participants are female or 66.55% of the total population.

As to age, 22 of the participants are 12 years old or 7.43% of the population, followed by

66 participants that are 13 years old or 22.30% of the population, then followed by 81 paticipants

that are 14 years old or 27.36% of the population, then followed by 70 participants that are 15

years old or 23.65% of the population, then followed by 53 participants are 16 yaers old or

17.91% of the population and 4 participants are 17 years old or 1.35% of the population.

As to weekly allowance, 258 students are spending between ₱200 - ₱500 or 87.16% of

the total population, followed by 29 students are spending between ₱550 - ₱1000 or 9.80% of the

total population and 9 students are spending ₱1000 and above or 3.04% of the total population.

Level of Students Satisfaction on Canteen Services

This section presents the results from Part II of the researcher-made questionnaires’ mean

and standard deviation of the different factors that affects the level of students satisfaction on

canteen services in St. Paul University Surigao.

Table 2. The level of satisfaction on canteen services towards the students

INDICATORS M SD QD
Price
2.6
1. The prices of the food are affordable and acceptable. 0.93 S
2
2.6
2. The quality of ingredients gives value to the price of food served. 0.79 S
5
3. Prices in the canteen fits my weekly budget. 2.5
0.95 S
8
4. The price of the food is visible. 2.5
0.91 S
4
5. The prices of the food are reasonable for every serving. 2.5
0.89 S
8
Average: 2.5
0.89 S
9
Taste
1. The quality of the ingredients used are fresh. 2.5
0.86 S
8
2. The flavor of the food satisfies my taste. 2.7
0.81 S
0
3. The food of the canteen are freshly cooked. 2.5
0.88 S
4
4. There are variety of flavors of the food served. 2.6
0.83 S
7
5. The desired taste is proportional/balanced. 2.7
0.81 S
1
Average: 2.6
0.84 S
4
Food Safety
1. The food contains nutritional value and is safe to eat. 2.8
0.86 S
8
2. The food is fresh and clean. 2.7
0.84 S
4
3. The canteen staffs have a proper haircut and wears kitchen outfits 2.7
0.91 S
(e.g. hairnet, apron, and gloves) always. 8
4. The canteen staff knows the proper handling of food. 2.8
0.81 S
6
5. The canteen staff observes proper hygiene in cooking. 2.8
0.89 S
3
Average: 2.8
0.86 S
2
Grand Mean 2.6
0.86 S
8

Legend:

Scale Parameter Verbal Interpretation Qualitative Description

4 3.25-4.00 Strongly Agree Very Satisfactory (VS)

3 2.50-3.24 Agree Satisfactory (S)
2 1.75-2.49 Disagree Unsatisfactory (US)
1 1.00-1.74 Strongly Disagree Very Unsatisfactory (VUS)

Table 2 shows the mean and standard deviation of the responses on the questions relating

to the satisfaction of students towards the canteen services.

 As to the price, Item 5(The price of the food is visible) got the lowest mean of 2.54 and

with a standard deviation of 0.91, which it can be describe as satisfactory. On the other hand,

item 2(The quality of the food is equivalent to the price) got the highest mean of 2.65 and with a

standard deviation of 0.79, which can be descibe as satisfactory. Both items 5 and 2 supports the

statement of Bei and Chiao (2001) which they stated that “Price is considered as one of the basis

of building customer satisfaction and the customer satisfaction is depended on customers’

desired price of products”, so more likely students are more satisfied if the price of the food is

more visible to them. In which, this will help them know the amount of money that they are

going to spend on a day. The level of satisfaction in terms of price of the canteen food got an

average mean of 2.59 and with a standard deviation of 0.89, which can be overall describe as

satisfactory.

As to the taste, Item 3(The food of the canteen are freshly cooked) has the lowest mean of

2.54 and with a standard deviation of 0.88, which can be describe as satisfactory. On the other

hand, item 5(the desired taste is proportional/balanced) has the highest mean of 2.71 and with a

standard deviation of 0.81, which can be descibe as satisfactory. Although, item 3 supports the

statement of Feeney et al. (2017) which “a person’s perception of a food taste is person-to-

person and taste will influence peoples like or dislike of individual foods”, so most likely

students enjoy the food more when it is still hot and warm rather than being served as cold.

However, item 5 greatly support the statement of Naspetti and Zanoli (2009) which stated that

“A good taste can make consumers feel pleasure and have a good experience on food”. The level

of satisfaction in terms of taste of the canteen food got an average of 2.64 and with a standard

deviation of 0.84, which can be overall described as satisfactotry.

 As to the food safety, item 2(The food is fresh and clean) has the lowest mean of 2.74 and

with a standard deviation of 0.84, which can be described as satisfactory. On the other hand, item

1(The food contains nutritional value and is safe to eat) has the highest mean of 2.88 and with a

standard deviation of 0.86, which can be describe as satisfactory. Both items 2 and 1 grealty

supports the statement of Naspetti and Zanoli (2009) which “The safety of food is equal to the

health value. The customers experience the food safety as binary, fail or pass attributes toward

the food product. This means if they perceive the product is safe, they will buy it. Otherwise,

they would not buy it”. In other words, students are most likely to think and consider carefully

about their health on choosing what food they are going to buy. The level of satisfaction in terms

of food safety of the canteen food got an average of 2.82 and with a standard deviation of 0.86,

which can be overall describe as satisfactory.

The grand mean of the level of students satisfaction in terms of the 3 variables

(Price,Taste, & Food Safety) is 2.68 and with a standard deviation of 0.86, which can describe as

satisfactory. The price has the lowest average mean of 2.59 and with a standard deviation of

0.89, while food safety has the highest average mean of 2.82 and with a standard deviation of

0.86. In which, all 3 variables: Price(M=2.59), Taste(M=2.64), & Food Safety(M=2.82) can be

all described as satisfactory.

Table 3. Significant Difference

SS -
Grouping Dependent df - MS - F- p-
Effec Decision
Variables Variables Effect Effect value value
t

Price 0.11 1 0.11 0.2310 0.6311 Do not reject Ho

Sex Taste 0.35 1 0.35 0.8194 0.3661 Do not reject Ho

Food Safety 0.22 1 0.22 0.4563 0.4999 Do not reject Ho

 Price 2.44 5 0.49 0.9952 0.4209 Do not reject Ho

Age Taste 1.91 5 0.38 0.8973 0.4833 Do not reject Ho

Food Safety 0.49 5 0.10 0.2036 0.9608 Do not reject Ho

Price 0.85 2 0.42 0.8632 0.4229 Do not reject Ho

Weekly
Taste 0.02 2 0.01 0.0286 0.9718 Do not reject Ho
Allowance
Food Safety 0.74 2 0.37 0.7777 0.4604 Do not reject Ho

23

Students-Participant Survey Questionnaire

PART l. PROFILE OF THE PARTICIPANTS

Instructions: Below are items on the profile of the respondents. Fill in the information below.
Name: _________________________________________
(Optional)
Age:______

Sex: Male Female

Weekly Allowance: ₱200-500 ₱550-₱1,000 1,000 and above

PART ll. PRICE, TASTE, AND FOOD SAFETY

Instruction: Read each statement carefully and indicate how truly it applies to you. Fill in the
blank of the following by checking the box (  ) provided.

4 = Strongly Agree 3 = Agree 2 = Disagree 1 = Strongly Disagree

4 3 2 1
Price
1. The food prices are affordable and acceptable.
2. The amount of food is equivalent to the price.
3. Eating in the canteen fits my weekly budget.
4. I am satisfied with the price of the food.
5. Food prices are reasonable for the servings
Taste
6. The quality of the ingredients used are.
7. The flavor of the food satisfies my appetite.
8. The food served from the canteen meet my needs.
9. I would recommend the food in the canteen to my friends.
10. I like the food that is being served by the canteen everyday.
Food Safety
6. The food contains nutritional value and is safe to eat.
7. The food is healthy.
8. The canteen staffs have a proper haircut and wears kitchen outfits (e.g.
hairnet, apron, and gloves) always.
9. The staff of the canteen makes sure that they handle the food properly.
10. The canteen staff keeps a good hygiene.

Comments/Suggestions: 24

_________________________________________________________________________________
_________________________________________________________________________________
REFERENCES
_________________________________________________________________________________

Electronic

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26

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27

CURICULUME VITAE

PERSONAL INFORMATION

Name: Dana Andrea Zebelle E. Seriña

Age: 18

Birth Date: July 14, 2000

Birth Place: Surigao City, Surigao Del Norte

Civil Status: Single

Parents: Mr. Allan Claude B. Seriña & Ms. Abegail B. Eupeña

Religion: Roman Catholic

Home Address: 4246 Nonang St., Villa Corito Subdivision, Surigao City

EDUCATIONAL ATTAIMENT

Elementary: Surigao Education Center Montessori

Km. 2, National Highway, Surigao City

Secondary: Surigao Education Center

Km. 2, National Highway, Surigao City

Senior High: Saint Paul University Surigao

Km. 4, Brgy. Luna, Surigao City

Course: Medical Technology

28

PERSONAL INFORMATION

Name: Nisa Claire I. Parpan

Age: 17

Birth Date: June 18, 2001

Birth Place: Surigao City, Surigao del Norte

Civil Status: Single

Parents: Mr. & Mrs. George C. Parpan

Religion: Roman Catholic

Home Address: Brgy. San Jose, Surigao City

EDUCATIONAL ATTAIMENT

Elementary: San Jose Elementary School

Brgy. San Jose Surigao City

Secondary: San Jose National High School

Brgy. San Jose Surigao City

Senior High: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Course : Medical Technology

29

PERSONAL INFORMATION

Name: Christopher Leo S. Chua

Age: 18

Birth Date: December 9, 2000

Birth Place: Surigao City, Surigao del Norte

Civil Status: Single

Parents: Mr. & Mrs. Louise Y. Chua

Religion: Roman Catholic

Home Address: Brgy. Washington, Surigao City

EDUCATIONAL ATTAIMENT

Elementary: Surigao Sun Yat Sen Elementary School

Kaimo St., Brgy Washington Surigao City

Secondary: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Senior High: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Course: Medical Technology

30

PERSONAL INFORMATION

Name: Febby Grace A. Caberte

Age: 17

Birth Date: February 18, 2001

Birth Place: Surigao City, Surigao Del Norte

Civil Status: Single

Parents: Mr. & Mrs. Aries Cecilio O. Caberte

Religion: Roman Catholic

Home Address: Del Rosario St, Brgy. Poblacion, Bacuag, Surigao del Norte

EDUCATIONAL ATTAIMENT

Elementary: Bacuag Central Elementary School

Brgy. Poblacion, Bacuag, Surigao del Norte

Secondary: Saint John's School

Brgy. Poblacion, Bacuag, Surigao del Norte

Senior High: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Course: Medical Technology

31

PERSONAL INFORMATION

Name: Ma. Tracea May Estrellita T. Guiang

Age: 17

Birth Date: May 3, 2001

Birth Place: Cantapoy, Malimono, Surigao Del Norte

Civil Status: Single

Parents: Mr. & Mrs. Valeriano J. Guiang

Religion: Roman Catholic

Home Address: Cantapoy, Malimono, Surigao Del Norte Bana, Laoag, Ilocos Norte

EDUCATIONAL ATTAIMENT

Elementary: Cantapoy Elementary School

Brgy. Cantapoy, Malimono, Surigao Del Norte

Secondary: Cantapoy National High School

Brgy. Cantapoy, Malimono, Surigao del Norte

Senior High: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Course: Medical Technology

32

PERSONAL INFORMATION

Name: Kezahia Nicole T. Baynosa

Age: 18

Birth Date: November 16, 2000

Birth Place: Surigao City, Surigao Del Norte

Civil Status: Single

Parents: Mr. & Mrs. Ramil T. Baynosa

Religion: Roman Catholic

Home Address: Poblacion Cagdianao, Dinagat Islands, Surigao del Norte

EDUCATIONAL ATTAIMENT

Elementary: Cagdianao Central Elementary School

Poblacion Cagdianao, Dinagat Islands, Surigao del Norte

Secondary: Cagdianao National High School

Poblacion Cagdianao, Dinagat Islands, Surigao del Norte

Senior High: Saint Paul University Surigao

Km. 4, Brgy Luna, Surigao City

Course: Medical Technology