SATISFACTION RATE OF JUINIOR HIGH SCHOOL LEARNERS IN THE

SCHOOL CANTEEN SERVICES

____________________

A Research Proposal Presented to the Faculty of

WIGAN INTEGRATED SCHOOL
HIGH SCHOOL DEPARTMENT
Cordon, Isabela

____________________

In Partial Fulfilment of the Requirements for

INQUIRY, INVESTIGATION, IMMERSION

__________________

By:
ANGEL BALIWANG L.
RHENIEL DANGO L.
 Chapter 1
THE PROBLEM AND ITS BACKGOUND

Introduction

Our school is said to be our second home and our teachers are our second parents

who educate us to be successful in the future. A school canteen is a part of our school where

we can buy some of our wants and needs to maintain our health through the food they sold

and services they bring. It would be comfortable and satisfying that in everyday we enter

the school, we are already sure that during our snack and break time, we have something

in our school canteen to satisfy our cravings and make us feel we are at home. Also, all

parents wants the best for their children even if they are away from home.

The Department of Education (DepEd) is strongly committed to support student’s

health and well-being through its curriculum in schools and range initiative that offer

opportunities for physically fit individuals who love eating healthy food. Schools are

encourage to implement comprehensive health and well-being programs, including food

and nutrition education. The establishment and operation of school canteen is important in

developing love and interest in buying nutritious and healthy food among students, faculty,

and the school personnel, making it possible for them to enjoy nutritious and healthy food

at affordable prices during the school day. The canteen should also provide the student

variety of foods and dishes that enhance their skill and knowledge (DepEd Order No.8 s.

2007).

In running the canteen, there are certain rules to be followed. There must be a

potable drinking water and facilities for washing, a clean and ventilated environment, food
covers and containers to maintain its cleanliness and for safekeeping. These rules would

help in making students comfortable and satisfied especially when it comes to food safety

standards. (DepEd, 2007)

For the information and guidance of all concerned, the Department of Education

(DEpEd) issues the enclosed policy and guidelines on Healthy Foods and Beverages

choices in schools and in DepEd Offices for the promotion and development of healthy

eating habits among the youth and DepEd employees by making available healthy,

nutritious, and affordable menu choices and for setting food standards. This policy and

guidelines aims to: (1) Make available and healthier food and beverage choices among the

learners and DepEd personnel and their stakeholders. (2) Introduce a system of

categorizing locally available food and drinks in accordance with geographical cultural and

religious orientations. 3. Provide guidance in evaluating and categorizing food and drink

(4) Provide guidance in the selling and marketing of foods beverages in schools and DepEd

offices, including the purchasing of foods for school feeding. (DO 13, s. 2017)

According to Ginger Arbolera (2010), she said that food industries are inevitable

especially in a country of endless work. We need a place where we can eat while we work

and study. A school is a place where there are many activities that uses up the students

energy. A school provides a canteen as a place where students can eat and relax and regain

energy for the rest of the day. She also said that ambiance and atmosphere is a very

important attribute that a canteen must have.

Our study is about the satisfaction rate of junior high school learners in the school

canteen services. Elliot and Shin, (2002) defines students satisfaction as the favourability

of the students subjective assessment of the various outcomes and experiences associated
with education. According to Saleem, Moosa, Imman and Khan, (2017) Learners

satisfaction can easily be achieved by outstanding service standards.

According to the World Health Organization (WHO), “A health promoting school

is a place where all members of the school community work together to provide students

with integrated and positive experiences and structures that promote and protects their

health. This includes both the formal and informal curricula in health, creation of safe and

healthy environment, the provision of appropriate health services and the involvement of

the family and wider community in efforts to promote health.”

Statement of the Problem

1. What is the profile of the respondents in terms of ;

1.1 Age,

1.2 Sex,

1.3 Grade level,

1.4 Daily allowance

2. What is the satisfaction rate of the respondents in terms of products, place, price,

and people?

3. What is the level of service quality provided by the school canteen of WIS in terms

of Tangibility, Assurance, Reliability, Responsiveness, and Empathy?

4. Is there a significant difference between the canteen services (products, place, price,

and people) and the satisfaction rate of the respondents when they are grouped by

profile?

5. Is there a significant difference between the service quality provided of the school

in terms of Tangibility, Assurance, Reliability, Responsiveness and Empathy and

the satisfaction rate of the respondents when they are grouped by profile?

Objective of the Study

1. Determine the profile of the respondents in terms of the following:

1.1 Age,

1.2 Sex,

1.3 Grade level,

1.4 Daily allowance.

 2. Determine the satisfaction rate of JHS learners in terms of products, place, price,

and people.

3. Determine the level of service quality provided by the school canteen of WIS in

term of Tangibility, Assurance, Reliability, Responsiveness, and Empathy.

4. Determine the significant difference between the canteen services (products, place,

price, and people) and the satisfaction rate of the respondents when they are

grouped by profile?

5. Determine the significant difference between the service quality provided of the

school in terms of Tangibility, Assurance, Reliability, Responsiveness and

Empathy and the satisfaction rate of the respondents when they are grouped by

profile?

Significance of the Study

The study was conducted to determine the satisfaction ate of JHS learners on their

school canteen services. The study results may be beneficial to the following:

School Administrator: The results may provide information as basis for policy

formulation and improvement of canteen services provided to JHS Learners of WIS. This

may help school principal to provide assistance in the provision of canteen facilities to be

included in the school improvement plan.

Canteen Managers: This may provide the necessary data for the canteen managers to

identify their priority areas of improving the canteen services for the better.
Students: The study would be beneficial to students for them to understand the realities

about the canteen operation and the basic services that are expected to be provided by the

school.

Parents: Parents would be comfortable and satisfied about the health of their children

inside the school and even they are away from their home.

Future researchers: This may serve as basis for those researches to be conducted by other

researchers for further inquiry regarding canteen service quality and student satisfaction.

Definition of Terms

Assurance- This means that staffs’ behaviour will give costumers confidence in the school

canteen and that the canteen makes customers feel safe.

Empathy- This means that the school or firm understands customer’s problem and performs

in their best interest as well as giving customers individual personal attention and having

convenient operating hour.

Price – it is a quantity of payment or compensation given in return for one unit of products

or services.

Products- objects that made available for consumer use.

Reliability- This means that the service firm provides its customers with accurate service.

Responsiveness- This means that the employees of a service firm are willing to help

customers and respond to their request as well as to inform costumers when service will be

provide and then give prompt service.

Satisfaction Rate- is one of the metrics provided as a part of key analysis. It’s calculated to

give you an overall percentage on how satisfied your respondents are in your products and

services

School Canteen- It is a place in the school where food and services for students are

provided.

Tangibility- This determinant is related to the appeal of facilities equipment and material

used by a service firm as well as to the appearance of service

employees.
Conceptual Framework

INPUT PROCESS OUTPUT

 High School  Floating of  Information on the
Learners of Wigan questionnaires satisfaction rate of
Integrated School to the selected Junior High School
High School. JHS learners of learners of Wigan
 Checklist on the WIS. Integrated School
Satisfaction rate in  Interpretation on on their school
school canteen canteen services.
the data
services.
gathered.

INTERVENING VARIABLES
 Age
 Gender
 Grade level
 Daily allowance

Figure 1. Refers to the Conceptual Framework of the study.

This shows that the input of this study are the Junior high school learners of Wigan

Integrated School and checklist for the questionnaires. Their profile includes, age, gender,

grade level, and daily allowance. This intervening variables are important on the

questionnaires and in the interpretation of data to come up with information about the

satisfaction of learners in the school canteen services.

Scope and Delimitation

This study will focus on the Satisfaction rate of Junior High School Learners of

Wigan Integrated School In their School Canteen Services for the school year 2019- 2020

in Wigan Cordon Isabela including the level of service quality provided by the school

canteen. The respondents are limited from the Junior High School learners. Respondents’

profile includes their age, sex, grade level, and daily allowance.

Hypothesis

 There is no significant difference between the canteen services (products, place,

price, and people) and the satisfaction rate of the respondents when they are

grouped by profile.

 There is no significant difference between the service quality provided of the school

in terms of Tangibility, Assurance, Reliability, Responsiveness and Empathy and

the satisfaction rate of the respondents when they are grouped by profile.
 Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES

FOREIGN LITERATURE

The State Government of Victoria (2016) said that the school canteens and other

school food services are important educational resources. They have an important role in

the provision of food to students and school community as well as being an integral part of

the school environment. The school canteen should reflect the educational goals of the

school and support and support and complement student learning. When consumed daily,

the food provided by through the school canteen may comprise a third of student’s total

daily intake and have a significant influence on their health and nutrition.

According to Dana (2016), she stated that nutrition is very relevant in improving a

student’s ability to learn. It is very important to choose the right and proper equipment to

be use in preparing the food for the students as well as the students will use. Having

properly prepared food will boost the satisfaction of the student.

Elliot and Healy define student satisfaction as shorter altitude resulting from an

evaluation of a student’s educational experience. There is not much difference between the

two terms because the student is just another kind of customer who is a consumer of the

education service and most of the literature on the service marketing will apply.

Mauri and Minazzi highlited that custumer satisfaction is the result of

comparison between costumers expectation and costumer perception. In other words,

customer satisfaction is seems as the deference between excepted quality service and

costumers experience of perception after receiving the services.

Customer satisfaction according to Andaleeb and Comway (2006) is

influence most by responsiveness of the frontline employees followed by the price and

food quality. They have noted that however, that physical design and appearance of the

restaurant did not have a significant effect.

According to the state Government of Victoria (2016), the proper ways of managing

a school is by properly determining the product, price, place, and promotion. Place means

it is the environment of the canteen in which the foods and drinks are arranged in order to

be sold properly. The demeanour of the canteen must be properly upheld in order to

maintain the canteen’s image in a positive or good way. The canteen must be an attractive

place. It must be appealing to the people in order to attract more customer. It must be well

maintained in order to remain its ambiance and make the people who visits it enjoy their

time. In creating the layout, design and appearance of the canteen, consider if it has plenty

of room and space, it is easily accessed by the people, and must be well maintained. One

of the most looked factor of the canteen is the price. Price is the amount of money expected,

required, or payment for something. The canteen must ensure that they offer a selection of

low-cost items that can fill the hunger of the students and ensure their vitamin needs. They

must offer students products that they can buy with their small change/ pocket money.

Promotion is the further development or growth of something. The school canteen must

promote by properly communicating with the customer and encourage them in buying

foods that are healthy. Promotion can be simple and positive that is concerned only with

the health of the students. When we consider a certain product, we must also include the
image of the canteen as a whole and not just the sold item itself. We consider the canteen’s

environment, way of product promotion, and the relationship of the canteen to the school

community.

FOREIGN STUDIES

Canteen service is the one of the welfare activities that the government of India

provided to its defence forces and their families. The canteen has many effects on the living

standard of the defence personnel. The idea of the canteen is founded way back in the early

twentieth century. Its sole purpose was to provide food and a facility to the British Troops

stationed in India. The canteen played their role in uplifting the standard of living of the

defence personnel by giving their 50% of the remaining profit toward providing safe and

secure environment for shopping, lowering market product prices, and boosting the morale

by making them exclusive consumer of largest retail network of India. The canteen had

many different important back then. They not only sell food buy they helped the society to

function more properly in order to grow and develop more. (Bhardwaj, 2011)

A study entitled School canteens in the Federal District, Brazil and the

Promotion of Healthy Eating conclude that most of the school cafeterias in the Federal City

do not encourage healthful eating. The high prevalence of outsourced services with little

interference from the school community gives high autonomy to the cafeterias owner,

who’s the priority in the pursuit of profit at the expense of the student’s nutritional

education. Improving the nutritional quality of school foods should be a continuous

interactive effort of the food suppliers, principals, students, parents, and government

authorities.
 A research entitled The Healthy School Canteen Programme: A Promising

Intervention to make The School Food Environment Healthier conclude in the study that

the environment can exert a strong influence on people’s food decision. In order to facilitate

students to make more healthy foods choices and to develop healthy eating habits, it is

therefore important that the school food environment is healthy. The healthy school canteen

programme is an intervention that helps the school to make their own cafeterias offering

healthier.

The study of DonJun (2013) emphasizes on the need of effectively manage the

canteen stocks that he made the observation ad recommendation that only one person in

the canteen should be responsible for ordering stock, which includes food drinks,

packaging utensils, first aid and cleaning materials. Ideal this will be the canteen manager

or a person who overseas most of the canteen and has the largest time involvement.

Allocating this responsibility to only one person is important as it prevents confusion and

over ordering, maintains consistency and ensures maximum efficiency. Canteens generally

return higher profits when they restrict the number of suppliers and range stocks.

Restricting the number of suppliers can be beneficial as it allow canteen staff to develop

management report with a supplier.

Local Literature

A canteen not only matter it its function to sell different kinds of food, but its ability

to make students socialized and develop friendship, to be study place for people where they
can maintain mental power and a place to just sit back, relax and take break from all the

school works. (Adel Tamano, 2011)

World health organization report of the commission on ending childhood obesity

(2016) recommends establishing standards for meal provision to meet nutrition guidelines

eliminating unhealthy foods from the school environment and establishing mechanism to

safe guard public health from conflicts of interest.

Local Studies

School are the best places in implementing solutions by the problems in nutrition

since the students, teenagers, and young adults spend more time in school than being at

home. This means they eat more in school rather than at home. This statement shows how

important that the canteens must satisfy the students because it shows that they spend more

time eating in school than their own homes (Cartagena 2014)

According to Arlen Maniquez, (2009) she said that the effectiveness of the cafeteria

management does not only reflect to the quality of its foods but also it is reflected by the

quality of its service. Quality service that are characterize by being courteous, friendly

democratic and fair in this statement, it shows the characteristic that can satisfy the students

when it comes to service.

In the research conducted by the students in Tarlac State University, the authors

recommended that the good ambiance, cleanliness and taste of food are the main

satisfactory condition that students look for. The factor that the most students are

dissatisfied with is the price. They recommended that the school canteen should understand
the situation of the students that they cannot afford the price of their food on the regular

basis (Yumol, Longga, Dimmal, Mariano, Sotto, and Pangilinan, 2014)

A research about the canteen satisfaction level of the grade 9 students of holy

Angel of Caloocan was conducted and one of their objective is to determine what the

student consider before buying product from the canteen. At the end of the study, they

found out that Price is the most considered factor among the others.

A school canteen is one of the most important part of our school. It is a place where

we can satisfy or cravings to have a comfortable day in order to finish our daily task. A

school canteen has a very important role in the life of a learners. Providing what a student’s

wants and needs is the best way to make them satisfied. A canteen facilitator should

consider all factors in order to manage a canteen. Cleanliness and relaxing ambiance of a

school canteen is a must. A daily complete nutrition of a learners in school can lead to a

successful day and this is though the services that a school canteen can provide.
 Chapter 3

METHODOLOGY

Research Design

The study will use descriptive research design. Descriptive research is a

quantitative research methods that attempts to collect quantifiable information to be used

for statistical analysis of the population sample. This research design is the best to identify

or determine the satisfaction rate of JHS students of WIS on their school canteen services.

Research Environment

Respondents of the Study

Grade Level Total No. Respondents

Grade 7 30

Grade 8 30

Grade 9 30

Grade 10 36

Total: 126

Table 1. Respondents of the Study.

The respondents of the study are the JHS learners of Wigan Integrated School. The total

population is 315 and 40% of the population are the respondents which is 126. The

respondents in grade 7 to 9 are 30 while grade 10 was 36.

Research Instrument

For conducting a quantitative research, questionnaire is the best instrument to be

use. Questionnaires provide a relatively cheap, quick, and efficient way of obtaining large

amount of information from a large sample of people. Data can be collected relatively and

quickly because the researcher would not need to present when the questionnaires were

completed.

The questionnaire is divided by three parts, the first part of the questionnaire

contain the profile of the respondents which includes the age, sex, grade level, and daily

allowance. Second was a checklist table about Satisfaction Rate that was divided by four

which is the products, place, price, and people. The last part of the questionnaire is the

level of service quality provided by the school canteen and it was classified by five, the

tangibility, assurance, reliability, responsiveness, empathy.

Table 2.

Range Scale Indicator Description

3.26- 4.00 4 Highly satisfied

2.51-3.25 3 satisfied

1.76- 2.5 2 Fairly satisfied

1.00- 1.75 1 dissatisfied

Table 3.

Range Scale Indicator Description

4.51-5.00 5 Very high

3.51- 4.50 4 High

2.51- 3.50 3 Moderate

1.51- 2.50 2 Low

1.00- 1.50 1 Very low

Data Collection Procedure

The first thing to do is to ask permission to the head teacher or the principal of

Wigan Integrated School High School for the approval on the conduct of the study inside

the school. We need to inform the learners from grades 7 to 10 about our reason and the

purpose of conducting the study, and explain a brief background about our study. After we

select the respondents in each section, they need to be guided in answering the

questionnaires. Lastly, review and interpretation of the answered questionnaires should be

done.

Statistical Treatment of Data

1. Frequency distribution: It tells how frequencies are distributed for summarizing

over values. It is mostly used categorical variables.

2. Percentage: is another way of expressing a proportion, and it is equal to the

proportion times one hundred.

3. ANOVA: Analysis of Variance is a collection of statistical models and their

associated estimation procedures (such as variation among and between groups)

used to analyze the differences among group means in a sample.

4. The data will be analyzed through the use of SPSS (Software packages for social

sciences) and Word Excel.

 REFERENCES
Journals:
 Elliot, K. M. and Healy, M. A. (2001). Key factors Influencing Students satisfaction
related to Recruitment and Retention. Journal Marketing for Higher Education.
 Elliot, K. M, and Shin, D. (2002). Student Satisfaction: An alternative approach to
assessing this important concept. Journal of Higher Education Policy and
Management, 24(2), 197-209.
 Mauri, A. G., and Minazzi, R. (2013). Web reviews influence on expectation on
expectation and purchasing intentions of hotel potential costumer. International
Journal of Hospitality Management.
Internet:
 Andaleeb and Conway (2006). Customer satisfaction in the restaurant industry: an
examination of transaction-specific model. Journal of Services Marketing.
Retrieved on February 17, 2015 on
[Link]
 Arboleda (2010, February 6) “Food service Industry in the Philippines” retrieved
from [Link].
 Bhardwaj (2011) “Canteen Services and its effect on the living standard of defence
personnel” retrieved from [Link].
 Canteen service quality and Student satisfaction. Retrieved from
[Link]
 Cartagena (2014) “Are the food and drinks in your school canteen healthy? An
assessment of the Nutritional Value of the food and drinks sold at the school
canteen’s of De la Salle Araneta University” retrieved from [Link].
 Dana (2016, January 7) “The quality of Cafeteria equipment is just as importance
as the food itself” retrieved from [Link]
 DepEd (2007, February 6) “Revised Implementing Guidelines on the Operation and
Management of School Canteens in Public Elementary and Secondary School”
retrieved from [Link].
 Doljun, (2013). Canteen Management. Retrieved from
[Link]
chapter2
 Immaculate Conception on School Canteen. Retrieved from
[Link]
 Maniquiz (2009) “Canteen Administration and Operation at Maysan National High
School: An assessment” Retrieved from [Link]
 Policy and Guidelines on Healthy Food and Beverages choices in School and in
DepEd Offices. Retrieved from [Link]
2017-policy-and-guidelines-on-healthy-food-and-beverage-choices-in-schools-
and-in-deped-offices/
 State Government of Victoria (2016). “Healthy Canteen kit” retrieved from
[Link]
 State Government of Victoria (2016). “Healthy Canteen policy” retrieved from
[Link].
 World Health Organization 2006
 Yumul, Longga, Dimmal, Mariano, Sotto, and Pangilinan (2014) “Level of
Student’s Satisfaction of TSU cafeteria Services” retrieved from [Link].
 QUESTIONNAIRE

This study is conducted to know the Satisfaction Rate of Junior High School learners in
the school canteen services and the level of service quality provided by the school canteen.
Please answer honestly.
A. Profile of the Respondents.
Age: ___ Daily Allowance:
Gender: ____ Male ____ Female ____1-10
Grade level: ____11-20
____7 ____ 21-30
____8 ____30 and above.
____9
____10

SATISFACTION RATE ON THE DIFFERENT AREA

1-DISSATISFIED 2-FAIRLY SATISFIED 3-SATISFIED 4-HGHLY SATISFIED

INDICATORS 1 2 3 4
Products:
Presentation of food on the display cabinet.
Cleanliness of the food
Taste of food
Food provision of Nutritious drinks food
Provision of nutritious food drinks( D.O 13, s. 2017)
Place:
Space of the dining area
Ventilation of place
Cleanliness
Ambiance of the environment
Quietness of the environment
Price:
Affordability
Reasonableness
People:
Attentiveness of the staff
Friendliness of their service crew
Reasonableness of the serving time
Efficiency in facilitating transaction
 LEVEL OF SERVICE QUALITY PROVIDED BY THE SCHOOL CANTEEN
1-VERY LOW 2-LOW 3-MODERATE 4-HIGH 5-VERY HIGH

TANGIBILITY
ITEMS 1 2 3 4 5
Keeping the staffs well dressed and appear neat.
Keeping the physical appearance of the school canteen neat and
presentable.
Having complete and functional equipment of the school canteen
Providing comfortable facilities of the school
Assigning good canteen staffs.
ASSURANCE
ITEMS 1 2 3 4 5
Showing knowledge of products sold in the canteen
Showing positive behaviour towards students
Having the ability to inspire students
Showing the courtesy and politeness
Conveying trust and confidence
RELIABILITY
ITEMS 1 2 3 4 5
Showing sincere interest to the students
Keeping service accurately
Keeping service dependently
Having the attitude to entertain the students
Keeping canteen staffs being cheerful and kind at all time
RESPONSIVENESS
ITEMS 1 2 3 4 5
Keeping canteen staffs never bust to respond their students request
Providing prompt service
Having the heart to willingly serve and help the students
Providing good and quality service
Responding student’s needs
EMPHATHY
ITEMS 1 2 4 4 5
Understanding the specific needs of the students
Showing concern or care for students
Asking students in a nice and cheerful manner
Being approachable and friendly to students