CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL

LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

A Research Presented to
The Faculty of Bolinao Integrated School

In Partial Fulfillment of the Requirements

for the Subject of Practical Research 1

By,
Gabriel C. Catabay
Esmeralda S. Bendal
Leanne Joyce P. Tagarino
Mark Justine E. Hugo
Renrex C. Sison
Prince Romualdo C. Caasi
Agustin F. Albia

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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

Chapter 1

1.1 Background Of The Study

Customer satisfaction plays an important role in business. It helps to

attract new customers and leading indicator to identify unhappy customers (Bramley.
2017). Customer satisfaction in school canteen food and beverages is an important
aspect to consider in the school environment (Candaza. 2019). Therefore,
satisfaction is a person’s fulfillment of one’s wishes, expectations, or needs.
Satisfaction means you have enough in a good way, and the feeling of
disappointments resulting from comparing a products perceived performance relation
to his/her expectations (Dela Cruz. et.al. 2018). If the performance falls short of
expectation, the customer is dissatisfied. If the performance matches the
expectations customer is satisfied.
School canteen’s is one of the fullest and liveliest in a school. They
provide students with a variety of foods that make them feel full and make their minds
alert and ready for the test and discussions that their teachers will do (Reconose.
2021). The students really all that different now than they were before, students
before have different taste in food also because of technology, foods are seen on
social media (Gierus. 2021). At the turn of 20 th century, school canteen’s food and
beverages evolved through the years it is different, most children went home for their
meal and buy drinks from outside the school. In the decades that followed, the forces
of business, public health, and politics would transform school launches into a
communal experience, branded lunch boxes, and heaping portions of mystery meat.
Here’s how the midday meal has evolved through the years (Wells. 2021). Many
things define a decade, from music and fashion to technology and politics. Looking
back at a specific time in our can often be associated with some of these influences.
But one thing that can transport us back to a particular era is food and what we ate at
school (Cunninghams. 2020).
The Department of Education (DepEd) wants school leaders to ensure
the safety of students meals now that school canteens have been allowed to open.
So that, the students would no longer leave the school premises during break time.
The purpose of the Department of Education in school canteen shall serve as a
laboratory for Home Economics. It shall provide hands-on training for students on
planning, purchasing, and handling and storage, preparation, serving and sale of
safe and nutritious meals (DepEd.2019).

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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

This study focus on the school canteen’s of Bolinao Integrated School to

improve customer satisfaction in school canteen’s food and beverages. The
establishment of school canteen is important to ensure the health of students. This
study help canteen’s improve their food and beverages product quality and service
quality, sales will increase, and the students will be healthy in nutritious food and
beverages. The students of Grade 11 Senior High School will providing feedback on
their satisfaction empowers the students to voice their preferences and contribute to
improving the canteen’s. Feedback on customer satisfaction helps canteen’s staff
identify areas for improvement in food and beverages quality, service quality, and the
overall customer experience. Furthermore researchers on the quality of canteen
services that may help the learners, management and the school to improve and also
to produce more quality products that the researcher conducted. Ensuring that the
food and beverages in school canteen’s meet students satisfaction can promote their
overall health and well-being. With the various concluded study, the teachers
intended to conduct a study among Grade 11 Senior High School academic and non-
academic strand (STEM, ABM, HUMMS, FBS, ICT, HOUSEKEEPING) learners to
seek an answer for the Customer Satisfaction in School Canteen’s Food and
Beverages.

1.2 STATEMENT OF THE PROBLEM

This study aims to investigate the factors influencing customer

satisfaction among Bolinao Integrated School selected Grade 11 Senior High School
learners in school canteen's food and beverages.

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

1.1 Age
1.2 Gender/Sex
1.3 Track
1.4 Strand
2. How satisfied are the participants at canteen’s service in terms of.
2.1 Food and Beverage Quality
2.2 Service Quality
3. What are the factors influencing customer satisfaction among Bolinao Integrated
School Grade 11 learners in school canteen's food and beverages?

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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

4. What are the ways to improve customer satisfaction among Bolinao Integrated
School Grade 11 learners in school canteen's food and beverages?

1.3 SIGNIFICANT OF THE STUDY

Students- ensuring that the food and beverages in the canteen’s meet students
satisfaction can promote their overall health and well-being. Providing feedback on
their satisfaction empowers students to voice their preferences and contribute to
improving the canteen’s offerings.
Canteen staff- feedback on customer satisfaction helps canteen’s staff identify areas
for improvement in food and beverages quality, service quality, and overall customer
experience.
Teachers- this study will beneficial to the teachers to also know the satisfactory of
the school canteen’s food and beverages since they also consume. Teachers benefit
from knowing that students have access to nutritious and satisfying meals,which can
positively impact their focus and classroom behavior.
Parents- the result of this study will let them knowing that their children have access
to quality, nutritious, and satisfying food and beverages at school provides parents
with peace of mind about their children nutrition during school hours.
School Administrators- monitoring customer satisfaction in the canteen aligns with
the school commitment to promoting student well-being and health. A well-managed
canteen prioritizes student satisfaction enhances the overall image of the school and
reflects a commitment to student welfare.
Future researchers- as this study can provide information and serve as basis so
they can identify a place where new contribution could be made on their future
studies.

1.4 SCOPE AND DELIMITATION

This study will be conducted at Bolinao Integrated School, Germinal,

Bolinao, Pangasinan. This research attempts to determine the students satisfaction
in school canteen in the terms of the canteen service provided such as food and
beverages quality, and service quality. The researchers will be conducting a quota
sampling where 20 learners each section were determine as the participants of the

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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

study. The rest of the grade 11 senior high school learners that were not included in
the preset participants will be excluded in the investigation.
The study will be delimited to the senior high school grade 11 students
from Bolinao Integrated School in the main campus wherein it consists of 5 males
and 5 females in every section of grade 11 with the 10 section of academic and non-
academic strand (ACADS) STEM - Aristotle, Archimedes, HUMMS - Shakespeare,
ABM - Gokongwei. (TVL) FBS -Tara falls, Housekeeping - Bolinao falls, Balingasay
River, Balempalis, ICT - Berners-Lee, Steve Jobs. Open ended interview
questionnaires were distribute to senior high school grade 11 students of Bolinao
Integrated School during the month of February 2024 to May 2024 of the second
semester of school year 2023-2024.

1.5 DEFINITION OF TERMS

Beverages quality- the standards and specifications of a drinks sell in the school
canteen and the focus on the satisfying customer need.
Customer- the students who buy products to school canteen and the participant of
the study.
Customer satisfaction-this is the act of customer fulfilling a need, desire, appetite
and fulfillment of the students expectations, or wants in the service, food and
beverages.
School Canteen- a place within the school that provides food and drinks to students
and the students will be satisfied and quench their thirst.
Canteen Service quality- the degree and the overall experience that customers
have with the service provided in a canteen. To which a service meets the design
specifications offering a satisfaction factor that fulfills all the expectations that a
customer wants.

1.6 THEORITICAL FRAMEWORK

Expectation Theory
Expectation theory also commonly known as expectancy- disconfirmation
theory, the theory of customer satisfaction processes is the most commonly accepted
one. The theory is based on the customer comparison of product or service
performance with predefined standards of performance, resulting in satisfaction as
well as dissatisfaction. The customer predicted expectations are, accordingly to this

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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

view, the predetermined standard (Oliver, Richard L. 1996). As expectation

disconfirmation theory posits, customer satisfaction is a function of the percieved and
expected service quality (Tse et al. 1990).

(SERVQUAL)Service Quality Model Theory

The foundation for the SERVQUAL scale is the gap model proposed by
Parasuraman, Zeithaml and Berry (1985, 1988). Service quality concept have
focused on three issues: what is the service quality, what causes service quality
problems, and what can service organizations do to improve quality. According to
Conversely, Lai, (2004) the basis for examining the relationship between the quality
of the service, and it plays a significant role in terms of customer satisfaction and
expectations. Jones, et al. (2003) emphasized that, ‘‘when expectation are meet or
exceeded, customers report higher levels of satisfaction’’. There is a lot of previous
research that is been done. The satisfaction of the customer can be assessed based
on the customer satisfaction attitude on various attributes of the product or service.
Satisfaction of customer depends on a variety of factors, including perceived service
quality, customers mood, food and beverages quality, and other experienced-
specific factors. Moreover, (Parasuraman. et.al.1985) developed a service quality
model to demonstrate that the perception of quality by consumers is influenced by
the different gaps in the organizations.

1.7 CONCEPTUAL FRAMEWORK

The conceptual framework of the study where the independent variable is

the demographic profile of the participants: age, gender, grade level, and the food
and beverages quality, and service quality. The dependent variable is the customer

satisfaction among grade 11 senior high school learners which is based on the
provided services of the school canteen of Bolinao Integrated School.

Input Process Output

Demographic profile.

Open ended
Age, gender, grade interview
Customer satisfaction
level questionnaire
among grade 11
senior high school
Food and beverages Observation
learners
quality

Service quality 5
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CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

Figure 1. Research Paradigm.

The paradigm above illustrates the structure of the study whereas it

focuses on the researcher progress in data gathering, collection, and interpretation.

In addition, the figure shows how the researcher collected the data using open-ended

interview questionnaires and through observation.