EVALUATION OF STUDENTS’ SATISFACTION AND CANTEEN SERVICE

QUALITY

A Research Paper Presented to the Faculty of

AGUSAN NATIONAL HIGH SCHOOL
Senior High School
Butuan City, Philippines

In Partial Fulfillment of the Requirements for the Subject

Practical Research 2 (Quantitative Research)

DELA PEÑA, GIFT KEZIAH C.

PEÑAFLOR, NICKO JAMES A.
SAPATALO, DAVE P.
TRILLO, HUGHLA LYXLLE A.

April 2024
 Chapter IV

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter presents the analysis, presentation, and interpretation of the

findings from this study. The presentation of the findings follows the statement of the

problems.

Table 2. The Level of Service Quality of the School Canteen.

CONSTRUCTS MEAN VERBAL INTERPRETATION
DESCRIPTION
The tangibility of the canteen
is well-groomed, tidy, and to
TANGIBILITY 3.14 High have supplied them with a
comfortable, variety of
facilities. Additionally, the
canteen's physical space is
acceptable, but this also
suggests that there is still
space for development.
ASSURANCE 3.21 High The canteen staff’s assurance
showed friendliness,
confidence, and respect to the
students they served.
Additionally, the staff
members of the canteen
engage in friendly and
inspiring interactions with the
students; nonetheless, even in
that situation, there is still
room for growth.
EMPATHY 3.25 Very High The canteen employees
showed empathy by being
friendly, genuine, insightful,
and mindful of the needs of
the students they served. The
canteen personnel must
maintain this.
RELIABILITY 3.20 High The reliableness of the
canteen staff is occasionally
displayed. The employees of
the canteen also treat
students with respect and joy
when providing their services.
 Additionally, they maintain
services that are true
influenced and dedicated to
meeting the demands of the
students, but there is still a
great deal of opportunity for
improvement.
RESPONSIVENES 3.18 High The responsiveness of the
S canteen staff members
addresses students' wants and
demands in a helpful and
timely manner. Additionally,
they show an eagerness to
assist and serve the students
through providing high-quality
services, although there is
always room for development.
OVERALL MEAN 3.20 High The canteen offers excellent
facilities and well-groomed
staff who exhibit positive
relationships, confidence,
kindness, respect, sincerity,
empathy, and awareness of
students' needs. The staff is
dependable, demonstrating
joy and respect. The school's
service quality is good, but
there's room for
improvement.

Presented in Table 2 is the data on the level of the service quality of the school
canteen. The overall mean shows that the result on the level of the canteen service
quality is good in terms of tangibility, assurance, empathy, reliability, and
responsiveness. This implies that the Service Quality of the School Canteen is highly
positive. Furthermore, it means that the current service quality of the canteen can be
maintained, but there is still room for improvement. It is indicated in the American
International Journal of Contemporary Research (2014), that service quality can be
succinctly described as a phenomenon considered when evaluating customers'
expectations and perceptions of the services provided. Furthermore, the quality of the
service is determined by the expectations and perceptions of the customers; if the
service does not live up to or beyond the customers' expectations, then the service
quality is low.
Table 3. Students’ Level of Satisfaction in the School Canteen.
CONSTRUCTS MEAN VERBAL INTERPRETATION
DESCRIPTION
The prices that the canteen offers
PRICING 3.10 High are affordable for students, but
some items are overpriced and
students often avoid them.
Although the students are highly
satisfied with this some
improvements are needed to
ensure the food is suitable for the
students' budget.
CLEANLINESS 3.11 High The cleanliness of the canteen is
kept up nicely, with personnel
handling and preparing meals
while using gloves and hair nets.
There are easily accessible
garbage cans, and students are in
charge of their waste. But still
developments are required.
FOOD QUALITY 3.09 High The food quality of the canteen
serves tasty, healthy food that is
clean, tidy, and appealing. It does
not, however, provide enough
nutrients for students,
highlighting the need for staff to
improve the quality of the food.
OVERALL 3.10 High Overall the canteen provides
MEAN affordable food, but some dishes
are too expensive for students.
Modifications are needed for
affordability. Despite positive
experiences, students are not
satisfied with the quality of food
and cleanliness.

Table 3 shows the data on the level of students’ satisfaction. The overall mean of the
level of students’ satisfaction in the school canteen in terms of pricing, cleanliness,
and food quality is positively good. The data from the table implies that the students
are good with the canteen in terms of the indicators, but they are not overly satisfied
with all of it. There many room for improvement and adjustments, to make students
more content and satisfied with the canteen. The feedback of the students shows a
positive feedback with the canteen's tasty food, environment, and pricing. This
suggests that the canteen is catering to student needs. Kumaradeepan (2015) et al,
stated that customer satisfaction in marketing is the most commonly used instrument
for a key performance of many businesses. Additionally, it is the measure of how the
products and services supplied by a company meet or exceed customer expectations,
likewise, the expectation of the customer is based on satisfaction with oneself along
customer loyalty is becoming a paramount factor in businesses for their long-term and
short-term survival.

Table 4. Results in the Correlational Analysis of the Students’ Satisfaction and

Canteen Services
Null Kendall' p−value Decision Remarks
Hypothesis s Tau B
There is no 0.458 <.001 We reject the Null There is a
significant hypothesis. significant
relationship relationship
between the between the
level of level of students’
students’ satisfaction and
satisfaction canteen service
and canteen quality.
service quality.

Table 4 shows the data results of the Correlational Analysis of the Students’
Satisfaction and Canteen Services. The Null Hypothesis has been rejected which
simply suggests that the level of students’ satisfaction and the canteen service quality
of Agusan National High School has a significant relationship.
 Chapter V

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

This chapter presents the summary and conclusions based on the outcome of

the study, as well as the recommendations for future research purposes

Summary of Findings

1. This study is concerned with evaluating the relationship between the students’

satisfaction and canteen service quality in terms of its domains. The

researchers sought to find out the level of the students’ satisfaction of the

Grade Eleven students from the Humanities and Social Sciences and the level

of the canteen service quality in Agusan National High School – Senior High

School.

2. This study used a Descriptive-Correlation Analysis research design.

3. The level of service quality provided by the school canteen in of Reliability,

Assurance, Tangibility, Empathy, and Responsiveness is high.

4. The level of the students’ satisfaction is high.

5. There is a significant relationship between the Students’ Satisfaction and

Canteen Service Quality.

Conclusion

The study revealed that the students’ satisfaction under the HUMSS Stand and

the service quality of the Agusan National High School Canteen has a weak positive
relationship. With the justification of the results, it showed that there is a significant

relationship between the students’ satisfaction and canteen service quality. This

means that the canteen service showed a good and positive outcome, the canteen

should still be improved so that the students' satisfaction will also increase. Therefore,

the school canteen staff should be open to any development that may come to be able

to provide better and more positive service quality for the students.

Recommendations

The following suggestions are provided following the assessment and taking

into account the study's results and conclusions.

1. Students. The researchers recommend that students play an active role in

keeping the canteen clean and organized by avoiding littering and responsibly

disposing of their trash in designated bins.

2. Teachers. The researchers suggest that teachers become more aware of how

they supervise and guide students' actions in the canteen. They highlight the

significant role teachers play in encouraging students to behave respectfully

and responsibly in this area.

3. Canteen Managers. The researchers recommend that the school canteen

managers also review the prices of the products that are affordable to students

and also the cleanliness of the whole canteen area.

4. Future Researchers. The researchers recommend that future researchers fill

in the study's gaps and adopt the findings it as a basis for their research,

accomplishing a comparable investigation to discover additional information.

It also offers further information about the students’ satisfaction and canteen

service qualities.
 Appendix F
Reliability Test

Scale Reliability Statistics

Cronbach's α

scale 0.926

Item Reliability Statistics

If item dropped
Cronbach's α

A 0.924
B 0.923
C 0.923
D 0.923
E 0.923
F 0.923
G 0.924
H 0.923
I 0.923
J 0.923
K 0.923
L 0.924
M 0.923
N 0.924
O 0.923
P 0.923
Q 0.923
R 0.922
S 0.923
T 0.923
U 0.923
V 0.923
W 0.923
X 0.924
Y 0.923
Z 0.924
AA 0.924
AB 0.925
AC 0.928
AD 0.926
AE 0.924
AF 0.924
AG 0.925
AH 0.925
AI 0.924
AJ 0.923
AK 0.924
AL 0.923
AM 0.926
AN 0.925
 Appendix G
Normality Test
Descriptives
Canteen Services Student Satisfaction

N 269 269
Missing 0 0
Mean 3.20 3.10
Median 3.16 3.07
Standard deviation 0.413 0.404
Minimum 1.88 1.53
Maximum 4.00 4.00
Shapiro-Wilk W 0.986 0.985
Shapiro-Wilk p 0.008 0.007
 Appendix H
Statistical Test
Correlation Matrix
Canteen Student
Services Satisfaction

Kendall's Tau
Canteen Services —
B
p-value —
Student Kendall's Tau
0.458 *** —
Satisfaction B
p-value < .001 —

Note. * p < .05, ** p < .01, *** p < .001

As shown in Appendix G the study did not pass the Normality Test of 0.05
which meant that the researchers cannot use Pearson r Correlation as their statistical
test. As a result of this the researchers have use the Kendall’s Tau B as their tool for
the statistical test.
 Appendix I

INDICATORS MEAN VERBAL INTERPRETATION

DESCRIPTIO
N
TANGIBILITY 1 3.22 High The students saw that the canteen
staff is well-dressed.
TANGIBILITY 2 3.07 High The canteen staff kept the physical
appearance of the canteen
presentable.
TANGIBILITY 3 3.07 High The canteen staff has a complete and
functional equipment for the
canteen.
TANGIBILITY 4 3.17 High The school assigned a good canteen
staff.
TANGIBILITY 5 3.15 High The very well provided a comfortable
facilities in the school canteen.
This finding shows that students
viewed the canteen staff to be well-
groomed, tidy, and to have supplied
OVERALL MEAN 3.14 High them with a comfortable, variety of
facilities. Additionally, the canteen's
physical space is acceptable, but this
also suggests that there is still space
for development.

ASSURANCE 1 3.38 Very High The canteen staff showed a very

positive behavior towards the
students.
ASSURANCE 2 3.24 High The canteen staff is highly
knowledgeable of the products sold in
the canteen.
ASSURANCE 3 3.12 High The canteen staff can highly inspire
students.
ASSURANCE 4 3.19 High The canteen staff showed students
courtesy and politeness.
ASSURANCE 5 3.14 High The canteen staff showed students
that they are trustworthy and
confident.
This implies that the canteen staff
showed friendliness, confidence, and
OVERALL MEAN 3.21 High respect to the students they served.
Additionally, the staff members of
the canteen engage in friendly and
inspiring interactions with the
students; nonetheless, even in that
 situation, there is still room for
growth.

EMPATHY 1 3.29 Very High The canteen staff asked the students
in a very nice and cheerful manner.
EMPATHY 2 3.26 Very High The canteen staff immediately
understands the needs of the
students.
EMPATHY 3 3.25 Very High The staff showed concern and care for
the students.
EMPATHY 4 3.19 High The staff are ready to listen to the
concerns of the students.
EMPATHY 5 3.28 Very High The canteen staff are kind to all the
students.
This shows that the canteen
employees showed empathy by being
OVERALL MEAN 3.25 Very High friendly, genuine, insightful, and
mindful of the needs of the students
they served. The canteen personnel
must maintain this properly.

RELIABILITY 1 3.28 Very High The canteen staff kept they service
highly accurate.
RELIABILITY 2 3.23 High The canteen staff are always cheerful
and kind throughout their service.
RELIABILITY 3 3.21 High The canteen staff have a good attitude
when it comes to serving the
students.
RELIABILITY 4 3.12 High They showed sincere interest in the
students.
RELIABILITY 5 3.18 High They kept they service dependable for
the students.
This suggests that students observed
that the canteen staff occasionally
displayed reliability. The employees
OVERALL MEAN 3.2 High of the canteen also treat students
with respect and joy when providing
their services. Additionally, they
maintain services that are true
influenced and dedicated to meeting
the demands of the students, but
there is still a great deal of
opportunity for improvement.
RESPONSIVENESS 3.26 Very High The canteen staff provided a good
1 quality service.
RESPONSIVENESS 3.22 High The canteen staff responded to the
2 student’s needs.
RESPONSIVENESS 3.1 High They highly provided a prompt
3 service.
RESPONSIVENESS 3.23 High The staff had willingly serve and help
4 the needs of the students.
RESPONSIVENESS 3.11 High They never snap to respond to all the
5 student’s requests.
This suggests that canteen staff
members address students' wants
OVERALL MEAN 3.18 High and demands in a helpful and timely
manner. Additionally, they show an
eagerness to assist and serve the
students through providing high-
quality services, although there is
always room for development.

PRICING 1 3.20 High The food in the canteen are highly

affordable to the students.
PRICING 2 3.09 High The prices in the canteen are highly
appropriate for the food being sold.
PRICING 3 3.05 High The students highly avoided the food
or items due to their price.
PRICING 4 3.12 High Some of the food in the canteen are
overpriced.
PRICING 5 3.02 High The prices of the food in the canteen
are highly needed an improvement.
This result suggests that the canteen
OVERALL MEAN 3.10 High offers affordable food for students,
but some items are overpriced and
students often avoid them. Although
the students are highly satisfied with
this some improvements are needed
to ensure the food is suitable for the
students' budget.

CLEANLINESS 1 3.07 High The canteen’s cleanliness is highly

well-maintained.
CLEANLINESS 2 3.03 High The canteen staff wore a hair net and
gloves to observe cleanliness in the
preparation and handling of the food.
CLEANLINESS 3 2.98 High The canteen has accessible trash bins.
CLEANLINESS 4 3.27 Very High The students took responsibility for
their garbage.
CLEANLINESS 5 3.20 High The canteen highly needs an
improvement regarding its
cleanliness.
The canteen is kept up nicely, with
personnel handling and preparing
OVERALL MEAN 3.11 High meals while using gloves and hair
nets. There are easily accessible
garbage cans, and students are in
charge of their waste. But still
developments are required.

FOOD QUALITY 1 3.13 High The food in the canteen is highly

delicious and nutritious.
FOOD QUALITY 2 3.15 High The food displayed is presentable,
need, and clean.
FOOD QUALITY 3 3.11 High The food is appetizing and cooked
appropriately.
FOOD QUALITY 4 2.93 High The food in the canteen is not healthy
enough for the students.
FOOD QUALITY 5 3.13 High The canteen staff needs to improve
the quality of food they sell on the
canteen.
This result indicates that the canteen
OVERALL MEAN 3.09 High serves tasty, healthy food that is
clean, tidy, and appealing. It does
not, however, provide enough
nutrients for students, highlighting
the need for staff to improve the
quality of the food.
To measure the level of the Service Quality of the school canteen, the following scale

will be used.

Mean Range Verbal Interpretation

Description
The canteen doesn’t have the ability to
1.00 – 1.74 Very Low serve the students. It doesn’t have any
working facility, tools, and even equipment.
Also, the canteen personnels doesn’t have
any interest in serving the students.
1.75 – 2.49 Low The canteen lacks the ability to serve the
students. It has facility, tools, and
equipments but doesn’t not work well to
serve or it gives poor service to the students.
2.50 – 3.24 High The canteen have the ability to give service
to the students. It have working facilities,
tools, and equipment. The canteen
personnels give interest to students that give
service for them
The canteen gives complete services to the
3.25 – 4.00 Very High students. It has outstanding working
facilities, tools, and equipment. It has
responsive and reliable canteen personnels
that gave an excellent service to the
students.

To measure the level of the Students’ Satisfaction, the following scale will be used.

Mean Range Verbal Interpretation

Description
1.00 – 1.74 Very Low The students are not satisfied with the
canteen since it doesn’t have any ability
to give service. It doesn’t have right
facilities, tools, equipment, and canteen
personnel that will give service to the
students.
1.75 – 2.49 Low The students are poorly satisfied with
canteen since it lacks the ability to give
service. It doesn’t have well working
facilities, tools, equipment, and canteen
personnel that give the right service to
the students.
2.50 – 3.24 High The students are satisfied with the
canteen since has the ability to give
service. It has facilities, tools, equipment,
and canteen personnel that give service
to the students.
3.25 – 4.00 Very High The students are highly satisfied with the
canteen since it doesn’t lack any ability
in giving service. It has all working
facilities, tools, equipment, and reliable
canteen personnel that will help in giving
a very good service to the students.