CHAPTER 4

Presentation, Analysis, and Interpretation of Data

This chapter contains the data analysis and findings from 4.4 likert scale
survey questionnaires completed by the students of La Mizpah Ville Academy
in 2024. The purpose of this study was to identify how satisfied the students
were to the school canteen services and qualities.

Table 1

Displayed in the table above are the school canteen qualities that contain
services. According to the SERVQUAL theory by Parasuraman, Zeithaml, and
Berry, the servqual theory has five characteristics, and it is made to measure
those characteristics to know how satisfied the customers are with the
services and qualities they provide and what services and qualities they get.
Empathy refers to the understanding of the school canteen staff to the
students' needs in terms of foods, drinks, and other necessities that the
school canteen offers. Assurance refers to the staffs‘ behavior that will give
students’ satisfaction in the school canteen and that the canteen makes
customers feel safe in the goods that the canteen offers . It also means that
the employees are always courteous and have the necessary knowledge to
respond to customers‘ questions. Responsiveness refers to the school
canteen staff who are willing to help customers and respond to their
requests as well as to in-form customers when service will be provided, and
then give instant services. Besides, it refers to the willingness to help
customers and provide instant services. Reliability refers to the school
canteen staff services that gives the students’ 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. Also it means that the students’ can rely on
the services that the school canteen staffs rendered to the students.
Tangibility refers to the facilities, equipment and material used by the school
canteen staff to fulfill their services as well as to the appearance of services
of the school canteen staff. Tangibles provide physical representations or
images of the service that the students will use to evaluate quality and
services of the school canteen.Those services and qualities of school canteen
are measured through a survey, the researchers used the 4.4 likert scale in
the survey questionnaires. The 4.4 likert scale is a descriptive method where
4 is the highest that indicates that the students are very satisfied, 3
indicates that the students are satisfied, 2 indicates that the students are
dissatisfied, and 1 is the lowest that indicates that the students are very
dissatisfied to the services and qualities that was rendered by the school
canteen staffs. The researchers used the mean, variance, standard
deviation, kurtosis, and skewness in analyzing the total satisfaction of the
students in the school canteen. The mean, which is also known as the
average, is the total sum of values in a sample divided by the number of
values in your sample. Displayed in the table above is the summary on the
level of satisfaction to the school canteen services and qualities which are
the empathy, assurance, responsiveness, reliability, and tangibility. The
mean ratings of the indicators are as follows: empathy (3.48); assurance
(2.73); responsiveness (3.22); reliability (3.27); tangibility (3.27). The
overall mean rating of canteen services and qualities is (3.19) which means
satisfied. The students of La Mizpah Ville Academy are satisfied with the
given services and qualities that were rendered by the school canteen.
According to the mean in the table above it clearly shows that the assurance
is the weakness of the school canteen for it has a very low rating (2.73) and
it indicates that the students are dissatisfied with the given services and
qualities through assurance that was rendered by the school canteen.
According to the mean in the table above, empathy is the strength of the
school canteen for it has the highest rating (3.48) and it indicates that the
students are satisfied with the given services and qualities by the school
canteen through empathy. The reliability and tangibility have an equal rating
(3.27) . It shows that the students are satisfied with the given services and
qualities through reliability and tangibility, so it shows that reliability and
tangibility are one of the strengths of the school canteen. Responsiveness
got the rating of 3.22 which is not bad for it clearly shows that the students
are also satisfied with the services and qualities through responsiveness.
Responsiveness is also one of strengths of the school canteen for it shows
that the students are satisfied. This implies that canteen services and
qualities through assurance need to improve because there are still students
who are not satisfied with the assurance that was rendered from the school
canteen.

Skewness is a measure of symmetry, or more precisely, the lack of

symmetry. A distribution, or data set, is symmetric if it looks the same to
the left and right of the center point. The possible outcome of the skewness
would be positively skewed, symmetric, and negatively skewed. Based on
the table above the outcomes of the students satisfaction to the services and
qualities of the school canteen that is under the servqual theory are
Empathy 1.17, Assurance 0.52, Responsiveness -1.11, Reliability 0.73,
Tangibility 0.94. The Empathy results (1.17) are positively skewed or skewed
to the right for it have lower values which means that most of the students
are satisfied with the given services and qualities of the school canteen
through empathy. The Assurance result (0.52) is positively skewed because
it also has the lower values which means that many of the students are
satisfied with the services and qualities rendered by the school canteen
however, it is not high enough to equalize or to be ahead by the given
empathy of the school canteen. Responsiveness resulted (-1.11) negatively
skewed which means there are more high values which means that many of
the students are not that satisfied with the services and qualities given by
the school canteen through responsiveness. The Reliability resulted (0.73)
positively skewed which means that many students are satisfied with the
given services and qualities of the school canteen through responsiveness it
concludes that the school canteen is reliable. Tangibility resulted (0.94)
positively skewed which means that the tangible products of the school
canteen satisfied the students of La Mizpah Ville Academy. Based on the
results of the skewness the researchers found that through the given
services and qualities the students are most satisfied with empathy and least
to the responsiveness which means that the school canteen still needs to
improve in being responsive to the students.

Table 2

Displayed in the table above are two variables which are the La Mizpah Ville
Academy Satisfaction and School Canteen Satisfaction. La Mizpah Ville
Academy is the school where the researchers conducted the research, While
the School Canteen has the services and qualities or servqual theory
(Empathy, Assurance, Responsiveness, Reliability, and Tangibility) where the
researchers focus on the satisfaction of the students. Correlation
investigates the relationship between two or more variables. Given on the
table above the R-Value=0.2 which results in weak positive correlation,
which means the research rejected the null hypothesis of the study. A weak
positive correlation indicates that, although both variables tend to go up in
response to one another, the relationship is not very strong. In conclusion
the correlation between the satisfaction of La Mizpah Ville Academy and the
School Canteen is a weak positive which means that these variables are
slightly connected to each other. This implies that the students' satisfaction
towards the La Mizpah Ville Academy and the School Canteen does not affect
each other much.
 CHAPTER 5

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

This chapter contains the summary of findings based on the data that was
gathered through survey, conclusion, and recommendations to the
beneficiaries of the study.

Summary of Findings

This study investigates the level of satisfaction of every high school student
at La Mizpah Ville Academy with the services and qualities provided by the
school canteen. With the importance of enhancing student well-being and
academic performance and understanding students' perceptions of the
canteen's offerings, the researcher used a survey questionnaire as a method
of approach. The questionnaire, distributed to a sample of students,
assessed satisfaction levels across various aspects of canteen services,
including food quality, pricing, cleanliness, staff behavior, and overall
experience. This study reveals that there's a correlation between the school
canteen's satisfaction and La Mizpah Ville Academy's overall satisfaction,
since the result is 0.2, which means a weak positive correlation. This study
was conducted with 60 respondents, who were selected through a random
sampling technique. This made use of the non-experimental quantitative
research design with Microsoft Excel as a data analysis tool. The data were
gathered through an adopted and validated questionnaire. The findings of
the study were as follows:
1. The level of La Mizpah Ville Academy’s high school students’
satisfaction with the school canteen’s services and qualities had an
overall rating of 3.19, or satisfied. This value was obtained based on
the following indicators and their corresponding ratings: empathy
(3.48) or satisfied; assurance (2.73) or dissatisfied; responsiveness
(3.22) or satisfied; reliability (3.27) or satisfied; and tangibility (3.27)
or satisfied.
2. The level of satisfaction of students at La Mizpah Ville Academy is
3.15, or satisfied.
Conclusion

The results of this study indicated that the students are satisfied with the
school canteen's services and qualities and that the canteen only needs to
assure the students of the cleanliness and hygiene of the food prepared.
Student satisfaction with La Mizpah Academy as a whole has a very weak
positive correlation with their satisfaction with the qualities and services of
the school canteen. This study has limitations due to time constraints and
the small sample size of 60 high school students from La Mizpah Ville
Academy. For their hypothesis, future researchers could have a survey not
just about the students' level of satisfaction with the school canteen but also
their overall satisfaction with the school. The researchers would like to thank
each and every one of the survey respondents and the school principal, who
gave permission for the researchers to conduct a survey inside the school.

Recommendations

The following are the recommendations given by the researchers for each
beneficiary:

Students. If students believe that the food offered by the school canteen is
unhealthy and they are dissatisfied with the quality of the services, the
researchers advise them to pack their own lunch.

Canteen. The researchers recommend that the canteen serve students

healthier food options, and its staff should start handling and preparing food
in hairnets and gloves to maintain hygienic conditions.

Parents. In order to minimize the consumption of unhealthy food, the

researchers encourage parents of the students to educate them on good
eating habits.

Future Researchers. The researchers recommend that future researchers

look for previous studies on the same topic as their reference and enlist
more participants in their data collection since this improves sample
representativeness and accuracy.
School. The researchers advise the school to increase funding for the
canteen since it has the potential to significantly aid in changes. In addition
to purchasing new, healthier food alternatives that will satisfy students, the
canteen might also purchase new furniture that the students can use.