CHAPTER II

REVIEW OF RELATED LITERATURE

CANTEEN SERVICE QUALITY

The term 'Service quality' is harder to define and judge. Number of

authors tried to define it and give definitions in different point of views. Kurtus

R. (2022) defined the quality of food and service as meeting or exceeding the

expectations of the customers as if promised by the restaurant. The food should

be properly prepared and the service should be prompt and courteous. Canteen

service quality refers to the level of service provided by a canteen or cafeteria,

which typically includes the quality of the food, the cleanliness of the facilities, the

speed and efficiency of the service, and the overall customer experience.

A high-quality canteen service is one that provides customers with fresh,

tasty, and nutritious food options, prepared in a clean and hygienic environment.

The service should be efficient, with minimal wait times and friendly, attentive

staff who are knowledgeable about the menu and able to answer customer

questions.
As the global economy becomes a service oriented economy, food service

accounts for over 20% of service revenue, with an annual growth rate of more

than 3%. Compared to physical products, service features are invisible, and the

production and sale occurs simultaneously. There is not easy to measure the

performance of service. Therefore, the service quality of catering services is

considered to be an important topic of service management. According Market

Intelligence & Consulting Institute (MIC) to apply blog text analyzing to point out

top 10 restaurants of blog in Taiwan, what it's popular restaurant in food service

industries. This paper attempts to identify both the importance and performance

of restaurant service quality in the Taiwan food service industry using the

SERVQUAL and IPA model. We can conclude with certainty that three methods

(SERVQUAL, IF and IPA) are able to explain significant amount of service quality. At

the same time, the service quality factors of IPA model had more comprehensive

consideration in comparison to those of SERVQUAL and IF.

According to NT Jamaludin et al. (2014) ―organizations which pay more

attention to customers as offering service quality survive as a center of

excellence‖. Hence, this study exemplifies excellence of services provided to

the students of Laguna State Polytechnic University relative to student population

within the five dimensions such as reliability, assurance, tangibles, empathy, and

responsiveness.

The Philippines envisions its higher education system to be the key player in

the education and integral formation of professionally competent, service-

oriented, principled, and productive citizens; hence it is expected to become the

prime mover of the nation’s socioeconomic growth and sustainable development.

Directed by this vision, the higher education system should offer programs and

services that meet the demands of an industrializing economy within the context

of sustainable development and a culture of peace, as well as the challenges of a

diverse and globalized (Garcia 2004).

Tangibility.

This determinant is related to the appeal of facilities, equipment and

material used by a service firm as well as to the appearance of service employees

[16]. Besides,representing the service physically tangibles are the appearance of

physical facilities, equipment‘s, personnel, andcommunication materials. Tangibles

provide physical representations or image of the service that customers,

particularly new customers, will use to evaluate quality

Assurance.

This means that staffs‘ behavior will give customers confidence in the school

canteen and that the canteen makes customers feel safe. It also means that the

employees are always courteous and have the necessary knowledge to respond to

customers‘ questions . This is especially critical where trust and confidence in the

service provider are crucial. The assurance perceived by customers is an important

dimension of service quality in any industry but even more so in the health care

industry where customers associate quality with perceptions of human factors [4].

On theother hand, Dehbidi, Salimifard, & Abdollahzadeh investigated an

innovative study that focuses on the quality ofdimensions which is more attracted

by customers. The obtained results from this research showed that courtesy and

politeness dimension existed among staff and customers had the highest score

which indicates the importance of this dimension from the staff and customers‘

viewpoint. The lowest score belonged to tangible requirements that both groups

of participants had the same opinion.

Reliability.
 This means that the service firm provides it is customers with accurate service

the first time without making any mistakes and delivers what it has promised to

do by the time that has been agreed upon. Likewise, it is defined as be

fundamentally concerned with issues of consistency of measures. Moreover, it is

the ability to deliver expected standard at all time, how the organization handle

customer services problem, performing right services for the first time, providing

services within promised time and maintaining errorfree record. Reliability

consists of accurate order of fulfillment, accurate record, accurate quote, accurate

billing, and accurate calculation of commissions which keep the service promising

to the customer [54]. Additionally, it is also defined as the ability to perform the

promised service dependably and accurately. ―In its broadest sense, reliability

means that the company delivers on its promises about delivery, service provision,

problem resolution, and pricing‖. Customers need to do business with companies

that keep their promises. Of the five dimensions, reliability has been consistently

shown to be the most important determinant of perception of service quality gap.

Responsiveness.
This means that the employees of a service firm are willing to help customers and

respond to their requests a well as to in-form customers when service will be

provided, and then give prompt service . Besides, it refers to the willingness to

help customers and provide prompt service‖. This dimension is concerned with

dealing with the customer‘s requests, questions and complaints promptly and

attentively. A firm is known to be responsive when it communicates to its

customers how long it would take to get answers or have their problems dealt

with. To be successful, companies need to look at responsiveness from the view

point of the customer rather than the company‘s perspective

Empathy.

This means that the school or firm understands customers‘ problems and

performs in their best interests as well as giving customers individual personal

attention and having convenient operating hour [16]. Also, it means carrying

individual attention to customers including the features of sensitivity,

approachability and understanding customers‘ needs. The aspects of empathy,

which could bring about higher levels of customer satisfaction, are providing

personalized care and concern, the ability to anticipate a customer‘s need and

make him or her feel special. Furthermore, treating customers as individuals‘

individualized attention that the firm provides its customers, the essence of

empathy is conveying, through personalized or customized service, that

customers are unique and special and that their needs are understood. Customers

want to feel understood by and important to firms that provide service to them

STUDENTS SATISFACTION

Customer satisfaction plays an important role within a business. Notonly it is

the leading indicator to measure customer loyalty and identify

unhappycustomers, it is also a key point of differentiation that helps to attract

new customers incompetitive business environments. Therefore, satisfaction is a

person’s feeling of disappointments resulting from comparing a products

perceived performance relation tohis/her expectations. If the performance falls

short of expectation, the customer is dissatisfied. If the performance matches the

expectation customer is satisfied. The Department of Education is strongly

committed to support student’s health and well-being through its curriculum in

schools and range initiatives that offer opportunities for 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 avenue 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.

Narayana Murthy (2016) has studied socio-economic profile of the work force

and employee welfare activities in Indian Industrial Organizations. It is found that

majority of the employees in co-operate sector units are satisfied with the existing

welfare, canteen and health facilities. All these studies help the management,

unions and governments to improve the existing state of affairs mainly by

emphasizing on functional areas of Human Resources Management and existing

welfare amenities in a single unit or two units or more with a comparative study in

the same sector like private or public or co-operative. There have been very few

comprehensive studies in the field of work environment and less concentration

on the provision of welfare facilities and amenities provided by the Government

and the management of the undertakings as well. However, surprising lyvery few

attempts have been made by the researchers to study the extent of canteen
facility to the employees of any unit. The study shows the gap and also furnishes

the reasons between the practice and precept.

Gadais (2014) conducted a study on the comparative level of satisfaction in

relation to customer service between Jollibee and McDonalds. The descriptive

type of research was the method use in evaluating the level of satisfaction of the

customers. Survey questionnaires were distributed to 100 randomly selected HRM

student’s at a College in Fairview. Result showed the following:

1.) on the number of times of visits at the two establishments at least twice a

week. 2.) On what made the respondents decide to eat at either of the two

establishment, it showed the 53% on Jollibee and 49% on McDonald’s for

accessibility, good service, and affordability, 24% and 23% respectively for

accessibility alone; 15% and 19% respectively for good service alone; and 8% and

90% respectively for affordability alone. 3.) When it comes to level satisfaction of

the customers in relation to customer service, it was found that for both

establishments, respondents are satisfied. Sanitation is ranked as number one.

However,cleanliness of table and comfort rooms were least ranked (fairly

satisfied). To offer fast and efficient service was ranked number one suggestion by

the respondents.The similarity of the reviewed study and the present lies in
having the same objective that is to know the level of satisfaction of the customer.

In addition,difference from the previous study is that this study is limited in

Caluluan High Schoolwhile the reviewed study focused on Jollibee and

McDonalds.