Service Quality and Student’s

Satisfaction on the School Canteen Both

Private and Public Secondary Schools

Researchers:
Salvador M.Lubang
Ailene M. Gocela
Crisilda A.Lucero
Cherry Mae P.Omas
 INTRODUCTION

 (Gremler, 2008)
 (Xi and Shuai, 2019)
 (Saglik, 2004)
 (Yilmaz, 2011)

• Statement of the Problem

RESEARCH QUESTIONS
• Research Questions no. 1
• Research Questions no. 2
• Research Questions no. 3
• Research Questions no. 4
HYPOTHESIS

•Null Hypothesis:
•Alternative Hypothesis
 METHODOLOGY
Research Design
Respondents
Research Instruments
Data Analysis
 RESULTS AND DISCUSSION
Table 1. Demographic profile of the subjects
Sex f %
Male 69 25%
Female 205 75%
Total 274 100%
Table 2. Grade level of the subjects
Grade level f %
Grade 11 137 50%
Grade 12 137 50%
Total 274 100%
Table 3. Age of the Subjects
Age f %
16 – 18 126 45.95%
19 – 21 148 54.01%
Total 274 100%
Table 4. Frequency of buying snacks on the school canteen
Time f %
Every day 250 91.24%
Once or twice a week 20 7.29%
Never 4 1.45%
Total 274 100%
Table 5. Service Quality in terms of Tangibility
Statements Mean SD Interpretation
1. The personnel of the school canteen 3.20 0.9 Moderate
keeping the canteen staffs well-dressed
and appear hair neat.
2. The personnel of the school canteen 3.41 0.91 Moderate
keeping the physical appearance of the
school canteen neat and presentable.
3. The personnel of the school canteen 3.21 0.96 Moderate
having complete and functional
equipment of the school canteen.
4. The personnel of the school canteen 3.22 0.94 Moderate
providing comfortable facilities in
the school canteen.
5. The personnel of the school canteen 3.15 1.06 Moderate
assigning good canteen staffs.
Average Weighted Mean 3.23 Moderate
Table 6. Service Quality in terms of Assurance
Statements Mean SD Interpretation
1.The personnel of the school canteen 3.36 1.00 Moderate
showing knowledge of products sold
in the canteen.
2. The personnel of the school canteen 3.43 1.06 Moderate
showing positive behavior
towards students.
3.The personnel of the school canteen 3.08 1.01 Moderate
having the ability to inspire students.
4.The personnel of the school canteen 3.29 0.99 Moderate
showing courtesy and politeness.
5.The personnel of the school canteen 3.23 1.25 Moderate
conveying trust and confidence.
Average Weighted Mean 3.27 Moderate
Table 7. Service Quality in Terms of Reliability
Statements Mean SD Interpretation
1. The personnel of the school canteen 3.25 0.96 Moderate
showing sincere interest to the students.
2.The personnel of the school canteen 3.33 0.88 Moderate
keeping service accurately.
3. The personnel of the school canteen 3.39 0.96 Moderate
keeping service dependently.
4.The personnel of the school canteen 3.37 1.12 Moderate
having the attitude to entertain
the students.
5.The personnel of the school canteen 3.40 1.02 Moderate
keeping canteen staffs being cheerful
and kind all the time.
Average Weighted Mean 3.34 Moderate
Table 8. Service Quality in terms of Responsiveness
Statements Mean SD Interpretation
1. The personnel of the school canteen 3.19 0.91 Moderate
keeping canteen staffs never bust to
respond their student`s request.
2.The personnel of the school canteen 3.19 0.87 Moderate
providing prompt service.
3.The personnel of the school canteen 3.28 0.91 Moderate
having the heart to willingly serve
and help the students.
4. The personnel of the school canteen 3.47 0.90 Moderate
providing good and quality service.
5.The personnel of the school canteen 3.47 0.96 Moderate
responding student ‘s needs.
Average Weighted Mean 3.32 Moderate
Table 9. Service Quality in terms of Empathy
Statements Mean SD Interpretation
1.The personnel of the school canteen 3.48 0.93 Moderate
understanding the specific needs
of the students.
2.The personnel of the school canteen 3.43 0.95 Moderate
showing concern or care for the students.
3. The personnel of the school canteen 3.35 0.90 Moderate
asking students in a nice and
cheerful manner.
4. The personnel of the school canteen 3.34 0.97 Moderate
showing kindness to students.
5.The personnel of the school canteen 3.52 0.99 High
being approachable and
friendly to students.
Average Weighted Mean 3.42 Moderate
Table 10. The Level of Student Satisfaction
Statements Mean SD Interpretation
1. The canteen personnel are friendly 3.55 0.98 Very satisfied
and accommodating.
2. The personnel wear hair net and 3.24 1.25 Moderate
gloves to observe cleanliness in the
preparation and handling of foods.
3. The canteen personnel entertain 3.30 1.08 Moderate
students promptly and without any
delay.
4. The utensils, tools and equipment 3.43 1.14 Moderate
used in the canteen are sanitized or
clean.
5. The products displayed in the canteen 3.47 1.12 Moderate
are presentable clean, and contain
the nutritional value.
6. The foods in the canteen are affordable 3.56 1.17 Very satisfied
to the students.
7.The canteen cleanliness is 3.42 1.21 Moderate
well-maintained.
8. The canteen is well-organized 3.49 1.11 Moderate
well-managed
9. The ambiance in the canteen is good 3.58 1.10 Very satisfied
and refreshing.
10. The canteen is strategically situated 3.61 1.03 Very satisfied
place where it is accessible and
convenient to all students.
Average Weighted Mean 3.46 Moderate
Table 11. The Level of Canteen Service Quality
Indicators Mean SD Descriptive Level
1. Tangibility 3.23 0.95 Moderate
2. Assurance 3.27 1.06 Moderate
3. Reliability 3.34 1.06 Moderate
4. Responsiveness3.32 0.94 Moderate
5. Empathy 3.42 0.94 Moderate
Overall Mean 3.31 0.99 Moderate
Table 12. Data Correlation for Service Quality and Students
Satisfactions
Variables Mean SD P Value Interpretation
 Canteen Service
Quality 3.31 0.99
 Students level of
Satisfaction 3.46 0.91 0.23627 Accept Ho
CONCLUSION
RECOMMENDATIONS