PROJECT TITLE : How satisfied are students of Santa Rosa Secondary with the lunch services

offered by the school canteen?

 OBJECTIVES

1. How satisfied are students with the food served at the canteen ?

2. How long on average does it take to be served?

3. How satisfied are students with the customer service given ?

 INTRODUCTION

Santa Rosa Secondary school has students who mostly use the school canteen for lunch services.
The canteen has been serving the staff and students well for years but students have been
becoming increasingly restless with the service that they are getting. Students complain of
various issues to do with the food and the time it takes to get served. Other students complain
about the attitudes of members of the canteen staff while they are being served. In order to
understand the students problems more clearly a team of student researchers decided to
undertake a survey to find out how satisfied the students were with the food and service offered
from the canteen. The information that is gathered from the survey will be shared with the head
of the canteen staff so that decisions can be made about how to improve the services offered by
the canteen.
 METHOD OF DATA COLLECTION

In order to gather information about the issues at hand the researchers decide to use
questionnaires. A questionnaire is a set of printed or written questions with a choice of answers.
A total of 100 students were selected, male and female.
There are 5 grade levels and 20 students were taken from each grade level. Each student
answered a survey consisting of 11 questions. The results of the survey were then organized and
presented.
 SURVEY QUESTIONS

1. Do you buy or consume any form of cooked lunch from the canteen?

2. Approximately how long does it take for you to be served your lunch, from your entry
into the canteen until you are served?

3. How satisfied are you with the length of time it takes to be served?

4. How satisfied are you with the cost of the lunch?

5. How satisfied are you with the amount of food you get when you compare against the
cost?

6. How satisfied are you with the presentation of the food?

7. What specific aspects of the presentation of the food do you think needs improvement?
Please state

8. How satisfied are you with the taste of the food served?

9. What specific aspects of the taste of the food do you think needs improvement? Please
state.

10. How satisfied are you with the level of customer service that you receive?

11. What specific aspects of the customer service do you think needs improvement? Please
state
 PRESENTATION OF DATA

The bar chart below shows the frequency with which students use the canteen’s services.

Do you get your lunch from the canteen.

70

60

50

40

30

20

10

0
Always Sometimes Never

Series 1 Series 2 Column1

Time in minutes to be Number of people Midpoint F xm

 Served
3-6 10 4.5 45
7-10 22 8.5 187
11-14 12 12.5 150
15-20 39 16.5 643.5
20-25 17 22.5 382.5
100 1408
Meantime = 1408/10 = 14.08

The table below shows the length of time it takes for the students to be served.

How satisfied are you with the length of time it take to be served?
1 2 3 4
Very satisfied Dissatisfied Satisfied Very satisfied

28% 44% 28%

How satisfied are you with the cost of the lunch?

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very satisfied

6% 83% 11%

How satisfied are you with the amount of food you get when you compare against the cost.

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very satisfied

5% 22% 68% 5%
How satisfied are you with the presentation of the food?

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very satisfied

5% 22% 68% 5%

How satisfied are you with the presentation of the food?

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very Satisfied

22% 39% 34% 5%

How satisfied are you with the taste of the food served?

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very satisfied

17% 39% 44%

How satisfied are you with the level of customer service that you receive?

1 2 3 4

Very dissatisfied Dissatisfied Satisfied Very satisfied

17% 28% 50% 5%

 ANALYSIS OF DATA
The survey revealed that 39% of the persons always get their lunch from the canteen while 61%
got their lunch from canteen sometimes. All the persons surveyed were impacted in some way by
the canteen. When responding to the time it takes to served 32% of the persons were served in 10
minutes or less while 68% of the students waited over 10 minutes to be served. The modal
interval of time in which students were served was 15-20 minutes which had 39%. The mean
waiting time was 14 minutes. The data revealed that 72% of the students were either dissatisfied
or very dissatisfied with the time they had wait to be served. Only 28% were satisfied with their
waiting time. A total of 97 % of the students were satisfied with the price of the lunch. This
corresponded with 73% of the students saying they were satisfied with the amount of food they
received.
A total 61% of the students were dissatisfied with the presentation of the food. The other total of
56% of the students were dissatisfied with the taste of the food they got. When students were
asked about the customer service 45% were dissatisfied and 55% were satisfied. The students
also mentioned that some staff were kind to them and would accommodate their needs while
other staff demonstrated a take it or leave it approach.
Students were dissatisfied in three main areas, the length of the time it took to be served, the
presentation of the food and the taste of the food. The students were satisfied with the cost of the
food, the amount of the food they got and generally thy customer service. The customer service
rating was close however.
 DISCUSSION OF FINDINGS
The researcher found that the average waiting time to be served was 14 minutes. Most students
were dissatisfied with that length of time. The researchers also found that the majority of
students were satisfied with both the cost of their lunch and the amount of food that they got. A
total of 61% were dissatisfied with the presentation of the food served and 56% were dissatisfied
with the taste of the food. Only 45% of the students were dissatisfied with the customer service
they got. The students were dissatisfied with three areas, time to be served, taste and presentation
while being satisfied with price, amount of food and customer service.
 CONCLUSION
The researcher team can conclude that students are dissatisfied with the length of time they have
to wait to be served, the taste of the food and the presentation of the food. While they are
satisfied with the cost, the amount they got and the customer service. It is fair to conclude overall
that student’s generally are not satisfied with their lunches and the services offered by the
canteen.
 APPENDIX
SURVEY QUESTIONS

1. Do you buy or consume any form of cooked lunch from the canteen?

2. Approximately how long does it take for you to be served your lunch, from your entry
into the canteen until you are served?

3. How satisfied are you with the length of time it takes to be served?

4. How satisfied are you with the cost of the lunch?

5. How satisfied are you with the amount of food you get when you compare against the
cost?

6. How satisfied are you with the presentation of the food?

7. What specific aspects of the presentation of the food do you think needs improvement?
Please state

8. How satisfied are you with the taste of the food served?

9. What specific aspects of the taste of the food do you think needs improvement? Please
state.

10. How satisfied are you with the level of customer service that you receive?

11. What specific aspects of the customer service do you think needs improvement? Please
state
 TABLE OF CONTENT
PROJECT TITLE……………………………………………………………….
INTRODUCTION……………………………………………………………....
OBJECTIVES…………………………………………………………………....
METHOD OF DATA COLLECTION…………………………………………..
PRESENTATION OF DATA……………………………………………………
Figure 1…………………………………………………………………...
Figure 2……………………………………………………………………
Figure 3……………………………………………………………………
ANALYSIS ………………………………………………………………………
DISCUSSION……………………………………………………………………..
CONCLUSION……………………………………………………………………
APPENDIX………………………………………………………………………..
Questionnaire…………………………………………………………………….