THE QUALITY OF SERVICES AND CUSTOMERS SATISFACTION

OF INTERNET CAFÉ IN SENIOR HIGH SCHOOL STUDENTS

A Research Paper Presented to the

Senior High School Department

Eduardo Gorre Memorial Integrated School

In Partial Fulfillment of the Requirements for Practical Research 2

By:

 Rosales, Rosemarie

 Rosales, Cil Gean

 Camansi, Fenar Jane

 Oliverio, Jay

 Batucan, Nerresa

 Paco, Jully Ann

 Batucan, Angelo

MRS. GEMMA GIGTENTA

RESEARCH TEACHER

i
 APPROVAL SHEET

This research paper entitled “THE QUALITY OF SERVICES AND CUSTOMERS

SATISFACTIONOF INTERNET CAFÉ IN SENIOR HIGH SCHOOL STUDENTS “ AN ENHANCEMENT

PROGRAM” prepared and submitted by Rosemarie Rosales, Cil Gean Rosales, Fenar Jane

Camansi, Jay Oliverio, Batucan Nerresa, Jully Ann Paco and Batucan Angelo in partial

fulfillment of the requirements for the Practical Research has been examined and is

recommended for approval acceptance.

MRS. GEMMA C. GIGTENTA

RESEARCH MENTOR

ii
 ACKNOWLEDGEMENT

We, the researchers would like to extend their outmost gratitude to Mrs. Gigtenta, the

research mentor who guides us in making this study possible to Mr. Lavador, the research

planning director who never get tired in connecting this study just to make it relevant to our

teacher, who never fail in supporting us to our classmates, who are always easy to approach

and eager to help, to our respective families who are always the light and inspiration along this

study and most of all, to Almighty God who gives us strength, the knowledge, and unending

blessings to face this challenge.

The

Researchers
 iii

DEDICATION

I dedicate this research to our Almighty God, thank you for the guidance, strength,

power of mind, protection, skills and for giving us a healthy life. Also to my beloved family and

friends thank you for the moral support that I have received. I have gained courage to finish this

study with all my humble and efforts.

Paco, Jully Ann

I would like to dedicate this study to the persons who never stop inspiring us to move

forward and strive harder, and to the Almighty God who gave us the strength and knowledge to

make this study success.

Oliverio, jay

I wholeheartedly dedicate this research to God who gave us the gift of life, to my

beloved parents who always supports me in my journey of my life being a student.

Batucan, Angelo

I dedicate this research to my boyfriend and sisters who are always beside me, in times

of needs. Also to my research buddies, our efforts helped for the completion of this study.

Batucan, Nerresa

iv

I dedicate this research to my fellow classmates that served as an inspiration to every step that

I take to finish this study with my humble efforts concerning to their safety.

Camansi, Fenar Jane

I dedicate this research to all my buddies, relatives, mentor, friends, and classmates for

the words of advice and encouragement to finish this study. I am thankful for all support.
 Rosales, Cil Gean & Rosales, Rosemarie

ABSTRACT

This study aimed to determine THE QUALITY OF SERVICES AND CUSTOMERS

v
SATISFACTIONOF INTERNET CAFÉ IN SENIOR HIGH SCHOOL STUDENTS. This survey

questionnaires were carefully established with the researchers made content. It was composed

of 2 (two) sections in each Senior High Students which have a total of 93 populations but 30

students were chosen to be the respondents who were part of the conducted survey. Through

the use of random sampling, the researchers were able to select the said respondents.

Keywords: Survey Questionnaires, Random Sampling…

 vii

TABLE OF CONTENTS

TITLE PAGE i

APPROVAL SHEET ii

ACKNOWLEDGEMENT iii

DIDICATION iv

ABSTRACT vi

TABLE OF CONTENTS vii

LIST OF TABLES

LIST OF FIGURES

LIST OF APPENDICES

CHAPTER TITLE PAGE NUMBER

1 THE PROBLEM AND ITS SCOPE

BACKGROUND OF THE STUDY

STATEMENT OF THE PROBLEM

SCOPE AND LIMITATIONS OF THE STUDY

 CHAPTER 1

THE PROBLEM AND ITS SCOPE

INTRODUCTION

BACKGROUND OF THE STUDY

In the age of globalization and technology, the internet has become a major factor in

human knowledge development, organizational management, business activities and leisure

activities. The internet has become increasingly important to users in their everyday lives. It

creates way for citizen to communicate, congregate and share information of a social nature.

People worldwide communicate and respond to mutual needs instantly. Open and distant

learning provides worldwide learners with convenience and inexpensive educational

opportunity, especially to low-income learners. These are some benefits offered by the internet

which provides access to millions of resources worldwide and enable users to collect, store,

transmit and retrieve information from other individuals, private companies, government

agencies, academic institutions, research institutes, and etc. Internet technology is rapidly and

radically transforming the character of life and work. The changes driven by the internet will

have an enormous impact on the conduct of every aspects of our society business, government,

education and private life.

1
STATEMENT OF THE PROBLEM

This study determines The quality of services and customers satisfaction of internet café

in senior high school students that is residence in Ibo Danao City, Academic Year 2021-2022.

1. What is the profile of the respondents in terms of;

1.1 age;

1.2 gender;

2. How clients satisfied in the internet cafés?

3. Based on the findings; what recommendations can be proposed?

SIGNIFICANCE OF THE STUDY

This study determined “The quality and customers satisfaction of internet café in senior

high school students”

2
SCOPE AND LIMITATIONS OF THE STUDY

Internet café became less profitable, because only selected people of selected area use

cyber café, everyone have availability of mobile and laptops or computer, they are doing with

this. I think it was back in mid to late 2000’s when I was notice internet cafés. There was one

internet café, and at that time I had no idea of how they worked or what they even were. I

never had a problem with any of the other internet café users and it was a nice place to spend

an hour or to online. Back in those years the internet was still fairly new so there wasn’t social

media to check on, or any of the better time wasting sites like nowadays. If I had to guess, I

would say the scope of the business would be to provide people with access to online services

or an affordable, but still competitive hourly rate possibly offering incentives to attract new

business. Its limitation would be only those things that the business can provide within it’s

advertised services.
 3

Chapter 2

Review Related Literature and Studies

In this chapter, the related literature and studies gathered by the researchers will be

elaborated and discussed. These will provide background knowledge that will help support the

ability, effectiveness and the capacity of the research work. These are based and taken from the

previous studies, published and unpublished, as well as different reliable books or materials

that contain literature that are related and relevant to the topic of the study.

Related Studies

           The Internet has come to be viewed as the epitome of the future global information

infrastructure. Not only is the Internet now considered an integral part of national information

infrastructures, it is also regarded as a valuable tool in the improvement of education, health,

as well as social change, and ultimately national development (Braga et al., 2000; McConnell,

1996; Wei, 1999).

Nowadays, younger generations are living in an era in which mobile phones, instant

messaging and video conversations are used to communicate, as opposed to the era when

communication could only be made face-to-face or through telephones. These forms of

communication, which are indirect or allow one to have more than one transaction at the same

MANAS Journal of Social Studies time, are slowly beginning to replace face-to-face

communication in today's world. In the past, young people gathered on the streets, in other

words, often directly outside their homes; now, they can carry out their activities in alternative
 4

spaces and can have multiple conversations via instant messaging programs (Erdoğan Tuğran,

2016; Görkemli, 2017).

One of those alternative spaces is internet cafes. Young people come together in

internet cafes in urban settings and chat with other people on virtual platforms. Furthermore,

young people can interact both with each other in internet cafes and with people anywhere in

the world by playing video games and chatting on virtual gaming platforms. This leads to

various problems. According to Doğan (1994), it is difficult for longstanding societies to transfer

permanent, consistent and effective values to younger generations. If the balance of technology

and values does not occur in a society, it will onlylead to social conflicts, depression and an

unbalanced individual.

Moreover, it is known that children and young people turn to the mass media to pass

their free time. Parallel to the diversity of the mass media and technological developments, the

multitudeof commercial entertainment tools makes it difficult to control this form of 

communication. This situation can have a negative effect on young users and lead them into

illegal behaviours.

Furthermore, there are also broadcasts and applications that present forms of violence,

aggression and anger to children and young people through the unlimited resources of mass

media (Dilber, 2014). One of these mediums is video games. Young people have sometimes

gathered together in internet cafes and played video games for hours on end. It is possible that

the negative impact of the video games on young people may be reflected in their real lives as

well. In this case, the subculture of young people may play a role in pointing them towards

internet cafés and their encounters with violent, sexual, verbally offensive and abusive games.

For this reason, in this study, the young people who meet in internet cafés to play digital games

and their experiences in such environments are discussed in terms of the subculture.

The internet has now become part of daily life due to major developments in recent

years. Internet cafes have emerged as a significant industry under the new wave of internet

use. On the other hand, internet cafes create new problems. One of these is internet cafe

addiction. For example, as this addiction is very common among adolescents in Taiwan, young

5
people have been known to spend many hours in internet cafes (Wu & Cheng, 2007). This

addiction affects a wide range of areas, ranging from the everyday activities of young people to

their ability to carry out specific actions. As Lee (1999) notes, ‘‘empirical study of Internet users

remains underutilized as an area of academic research.’’ She adds that the few user studies

have tended to focus mostly on home use or ‘‘ethnographic analysis of online communities’’ (p.

333). 

Related Literature

Internet has now become a global commonality for example, “Internet is a rapidly evolving

global spanning technology, opening up new doors of opportunities, and making the world

markets more competitive: transaction cost has been reduced; information is easily available to

the economic agents”. (Naeem Ahassan, 2001:27)" “The Internet is the largest computer

network in the world. It allows millions of people around the globe to meet, work together,

socialize, and help each other in ways that formerly where impossible (Gulf News, 2003)."

According to Wikipedia (2022), an Internet café (sometimes referred to as a cyber café)

is a café or coffee shop that offers reliable and fast Internet access. The cost of using a

computer at a cafe is often calculated on a per-minute, hourly, or monthly subscription basis.

For a price, Internet cafés provide the public with PCs with a high-speed Internet connection.

      According to Adetoro (2010), “Internet cafés —businesses that offer access to computers

and the Internet on a drop-in basis for hourly fees — are a kind of informal learning

environment where social interaction is at the heart of computer use.” (Cilesiz, 2009, p, 233).

According to the website of foodtruckempire.com (2021), in countries where internet or

computer access is limited, an Internet café can provide chances for both computers and

internet connection to the local community. Internet cafés are far less expensive than any other

alternative offered in most nations.

According to Nielsen-Net ratings (2005), the global population of the Internet, according to

Forrester Research, is estimated to be around 700 million users. The Germany, UK and Italy

have the largest at-home Internet populations in Europe. Currently, 35.6 million people have

net access in Germany, compared to 29 million in the UK and 22.7 million in Italy. Sweden,
Hong Kong, the Netherlands and Australia have the most mature Internet markets. According to

Forreste (2005), the United States now accounts for 29% of the global Internet population

followed by Europe with 23%, Asia-Pacific with 13%, and Latin America with 2%.
 8

CHAPTER III

METHOD AND PROCEDURES

RESEARCH METHODOLOGY

This segment discusses the method used in the process of gathering the data. The

particular procedure or techniques used to identify, select, process and analyze information: A)

Research design; B) research locale; C) Research respondents; D) Research instruments; E)

Data gathering;

RESEARCH DESIGN

This study used the qualitative methodology where in to assess socio-demographic

profiles such as name, age, gender and how internet cafés helpful to the senior high school

students in Eduardo Gorre Memorial Integrated School Academic year 2021-2022. Qualitative

methodology study is a purposive process of data gathering, analyzing, classifying, and

tabulating data about the impact of internet cafés in senior high school students. This method

was chosen by the researchers since it was simple and effective. Needs the researchers’

availability and punctuality in gathering as much information as possible.

RESEARCH LOCALE

This study was conducted at Eduardo Gorre Memorial Integrated School, Ibo Danao City

in which the researchers respondents were located.

RESEACH RESPONDENTS

The respondents of this study were randomly selected from senior high school students

of Eduardo Gorre Memorial Integrated School with a total population of 93 students (43 male)

and (45 females). The respondents were chosen through random sampling and researchers

decides to get 30 respondents (28%) sample size from the total number of populations which is

93, Were randomly chosen to answer of our survey questionnaires that are based on the target

of this research.

Table 1.

Number of respondents

Respondents f %
Male 9 30
Female 21 70
Total 30 100

RESEARCH INSTRUMENTS

The study used online survey questionnaire as an instrument of data gathering. By the

means of the questionnaire. The researcher would know the demographic profile of the

students and the impact of internet cafés in senior high school students.

The questionnaire was examined by a teacher to finalize the validity of of the contents.

The final copy of the tool was properly validated by the teacher before it was distributed the

survey questionnaire to the respondents.

DATA GATHERING

The following criteria and steps are followed to collect data. First, we selected

participants randomly in senior high school students and ask permission for our research

survey. Then after the approval, the researchers sent the link of their surveys to the

respondents. Ethics, secrecy, and instructions are the factors to consider when responding to

the survey questionnaire were presented. The data was obtained and statistically handled after

the survey.
 CHAPTER IV

Presentation, Data analysis, and interpretation

This chapter contains the analysis and interpretations of data gathered through online

survey questionnaire conducted by the researchers connection with the questions stated in the

statement of the problem.

In this chapter, there are discussions about the various tabular and textual formats,

presentation, and data analysis are both required. The implications are further explained for

the exhaustive view of the study.

In order to fully comprehend the implementation of participatory research, information

was gathered through online survey and the operating sequence was established to give the

participatory researchers better direction, advice, the time it was completed, and details of the

succession of process were completed.

Profile of the respondents

This section of the chapter presents the respondents in terms of their age and gender.

Table 2.

Age of respondents

Age Male Female Total

f % f % f %
16 0 0 3 14 3 14
17 2 22 8 38 10 33.3
18 5 56 5 24 10 33.3
19 1 11 4 19 5 16.7
20 - - - - - -
21 1 11 1 5 2 7
Total 9 100 21 100 30 100
Average 9.67 22.58 27.9

As shown in table 2, most of the participant aged of 17 and 18 which has both 33.3%

(10) of the total participants, which means the majority of their age suitable for their year level.
Based on the table, participants aged 19 occupied 16.7% (5), 16 years old occupied 14% (3) and

21 years old occupied 7% (2).

On other hand, the female participants had an average age of 22.58 while those males

had an average of 9.67. The total average of participants was 27.9.

Table 3

Gender Respondents

Male Female Total

f % f % f %
9 30 21 70 30 100

Table 3 shown the number of male and female respondents to the questionnaires. Out

of the respondents, there are twenty one (21) or seventy percent (70%) female respondents

and nine (9) or thirty percent (30%) male counterparts.

“The quality of services and customers satisfaction of

internet café in senior high school students”

Table 4
The graphs above shows the data gathered by the researchers of each questions that we

distributed to the research respondents.

 CHAPTER V

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

SUMMARY

The purpose of this research project was to probe the essence of senior high school

students by their cooperation in making this opportunity as a student. This research would be

the most related to all senior high students especially to the completers. The observation of this

topic is to grabbed the opportunity to handle this kind of situation like people facing of

websites and the internet users. This topic showed that internet is very helpful in terms of

presentations and all study relevant materials available on the internet. This will provide to us a

lot of knowledge that can help everything. It just called as a valuable tool to improve our skills

for the new generation, it must be helpful to use a network when it comes to search anything.

The used of this cafés are giving an opportunity to carry out their activities in alternative spaces.

So that young people either students or not will come together in the internet cafés is urban

settings. The internet has now become part of daily life a student so that they will take it easily

from the internet cafés. This addiction affects a wide range of areas, ranging from the everyday

activities of young people to their ability to carry out specific actions. From this reason in this

study. The young people who meet in internet cafés to play digital games and their experiences

in such environments are discussed in terms of the subculture. The internet is the largest

computer network in the world. The most particular procedure or techniques used to identify,

select, process and analyze information.

CONCLUSSIONS

The availability of different internet sources to students does not grant all of them

immediate access of internet. The various senior high schools are not resourceful enough to

grant internet access to their in their cafés to students. Despite the alternatives to school-based

internet, access internet among all of the internet sources is promoting academic performances

among all of the senior high students since those with access showed more in their academic

performance than those senior high students without access. However, the different uses of

internet do not influence the academic performance.

RECOMMENDATIONS

This suggests that the senior high students with the access of internet facilities have

been using them in ways that will promote their academic achievements as a student.
 CURRICULUM VITAE

ANGELO BATUCAN

IBO DANAO CITY

Cell Number: 09563058252

E-mail: angelobatucan16@gmail.com

PERSONAL INFORMATION:

NICKNAME: GELO

BIRTHDAY: March 20, 2003

BIRTH PLACE: Danao City

AGE: 18 years old

NATIONALITY: Filipino

RELIGION: Roman Catholic

CIVIL STATUS: SINGLE

FATHER’S NAME: Bertino Batucan

MOTHER’S NAME: Nancy Batucan

EDUCATIONAL BACKGROUND:

SENIOR HIGH SCHOOL: INFORMATION COMMUNICATION TECHNOLOGY

EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2022
HIGH SCHOOL: EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2020

PRIMARY: EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2016
 CURRICULUM VITAE

JULLY ANN PACO

Mantija Danao City

Cell Number: 09999275376

E-mail: jullyannpaco18@gmail.com

PERSONAL INFORMATION:

NICKNAME: ANN

BIRTHDAY: July 05, 2003

BIRTH PLACE: Danao City

AGE: 18 years old

NATIONALITY: Filipino

RELIGION: Roman Catholic

CIVIL STATUS: SINGLE

FATHER’S NAME: Andrew H. Lavador

MOTHER’S NAME: Ma. Melybeth V. Paco

EDUCATIONAL BACKGROUND:

SENIOR HIGH SCHOOL: INFORMATION COMMUNICATION TECHNOLOGY

EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2022
HIGH SCHOOL: EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2020

PRIMARY: B. ENRIQUEZ ELEMENTARY SCHOOL

MANTIJA DANAO CITY

APRIL 2016
NERRESA S. BATUCAN

Ibo Danao City

Cell Number: 09059579833

E-mail: bnerresa@gmail.com

PERSONAL INFORMATION:

NICKNAME: Nerre

BIRTHDAY: July 14, 2000

BIRTH PLACE: Danao City

AGE: 21 years old

NATIONALITY: Filipino

RELIGION: Roman Catholic

CIVIL STATUS: SINGLE

FATHER'S NAME: Nestor Batucan

MOTHER'S NAME: Loretta S. Batucan

EDUCATIONAL BACKGROUND:

SENIOR HIGH SCHOOL: INFORMATION COMMUNICATION TECHNOLOGY

EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2022

HIGH SCHOOL: EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2020
PRIMARY: EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2016
FENAR JANE CAMANSI

CAMANSI TOGONON DANAO, CITY

Cell Number: 09694716268

E-mail: cfenarjane@gmail.com

PERSONAL INFORMATION:

NICKNAME: JANE

BIRTHDAY: October 9, 2003

BIRTH PLACE: Camansi Togonon, Danao City

AGE: 18 years old

NATIONALITY: Filipino

RELIGION: Roman Catholic

CIVIL STATUS: SINGLE

FATHER'S NAME: Jovanne O. Camansi

MOTHER'S NAME: Jenelyn L. Camansi

EDUCATIONAL BACKGROUND:

SENIOR HIGH SCHOOL: INFORMATION COMMUNICATION TECHNOLOGY

EDUARDO GORRE MEMORIAL INTEGRATED SCHOOL

IBO DANAO CITY

APRIL 2022

HIGH SCHOOL: DT. DURANO MEMORIAL INTEGRATED SCHOOL

UPLAND, DANAO CITY

APRIL 2020
PRIMARY: F.RALOTA ELEMENTARY SCHOOL

CAMANSI, DANAO, CITY

MARCH 2016