FINAL DEFENSE SCRIPT

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GAELLE: May I request Ms. Giselle Ivy Valtiendaz to fill our hearts with adoration by
starting this meeting with a prayer.

GISELLE: …

GAELLE: Thank you, Giselle. Good day, everyone especially to our dear panelists.
Today, we will be presenting our research proposal.

JENNILYN: But before we proceed to the proper presentation, we would just like to
introduce ourselves first. We are the researchers that are responsible for this study. My
name is Jennilyn DR. Dela Cruz

GAELLE: (your name)

GAELLE: We are the Group 8 from Grade 12-ABM BILL GATES to present our research
proposal. Without further ado, let's begin.

FRANCINE: Our research is entitled “SERVICE QUALITY, SENIOR HIGH SCHOOL STUDENTS’
SATISFACTION IN THEIR RESPECTIVE CANTEENS IN SAN MIGUEL NATIONAL HIGH SCHOOL”.

APRIL: Going forward, let's proceed to the introduction.

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GISELLE: Enhancing Service Quality in School Canteens: 
 The school canteen is a vital source of food for students and staff in academic
institutions. 
 Canteens play a crucial role in addressing the nutritional needs of students, who spend
long hours in school. However, canteens at San Miguel National High School (SMNHS)
face challenges in student satisfaction and loyalty. Issues include price, food variety,
eating space, hygiene, and facilities.
 
 Service quality is key in retaining student patronage and improving business
performance. Measuring and enhancing service quality is crucial for school canteens to
meet student needs and preferences.
A loyal student population brings benefits such as positive word-of-mouth communication,
retention, and repeat patronage. Creating and delivering higher customer value is crucial in the
education sector's competitive landscape. Service quality plays a vital role in influencing
student behavior, loyalty, and the desire to repurchase and recommend the canteen.

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ANDRINE: This study aims to determine the service quality, senior high school students'
satisfaction, and loyalty in their respective canteens at San Miguel National High School. It
specifically wanted answers to the following questions:

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ANDRINE:  
1. What are the student’s perceptions on the service quality of the canteens in terms of:
1.1. Tangibility;
1.2. Assurance;
1.3. Reliability; and
1.4. Responsiveness?

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ANDRINE:  
 2. What is the student’s level of satisfaction to their respective canteens in San Miguel
 National High school in terms of;
• 2.1. Prices of Products;
• 2.2. Taste of Foods;
• 2.3. Nutrition Value;
• 2.4. Cleanliness; and
• 2.5. Variation of Products?

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ANDRINE:  
 3. What is the students’ degree of loyalty to their respective canteens in San Miguel National
High School?
 4. Is there a significant relationship between the students' perceptions on service quality and
the students' level of satisfaction to canteens in senior high school at San Miguel National High
School?
 5. Is there a significant relationship between the students' perceptions on service quality and
their degree of loyalty to canteens in senior high school at San Miguel National High School?

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ANDRINE:  
 6. Is there a significant relationship between the students' level of satisfaction and degree of
loyalty to canteens in senior high school at San Miguel National High School?
7. What action plan can be developed to maintain the students' satisfaction and loyalty to
canteens in senior high school at San Miguel National High School?

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EDRIAN:  
To answer the stated problems, the researchers formulated the following null hypothesis.
1. There is no significant relationship between the students’ perceptions on service quality and
the students' level of satisfaction to canteens in senior high school at San Miguel National High
School.
2. There is no significant relationship between the students’ perceptions on service quality and
their degree of loyalty to canteens in senior high school at San Miguel National High School.
3. There is no significant relationship between the students' level of satisfaction and degree of
loyalty to canteens in senior high school at San Miguel National High School.

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TAGLE:  
The findings of this study could be beneficial to the following groups/individuals:
 Schools
 Teachers
 Canteens
 Student’s
 Future researchers

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JEN:  
This study was conducted during the second semester of S.Y. 2022 - 2023. It involved 100 senior
high school students from San Miguel National High School as survey respondents. This
research was limited to the examination of the service quality, senior high school students'
satisfaction and loyalty in their respective canteens in San Miguel National High School.

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GAELLE:  LOCATION OF THE STUDY

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GISELLE: DEFINITION OF TERMS

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FRANCINE: FOREIGN
- Chang, Suki, and Nalini (2014) conclude that the price and the food quality served by the
school canteens are significant factors affecting students' satisfaction, more than the staff and
the ambiance of the canteen.
- Adunna (2013) states that school canteens should concentrate on sound management
practices and be financially self-sufficient while offering wholesome meals at an accessible
price.

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APRIL: LOCAL
- He quality of the cafeteria service is linked to the students' pleasure, with tangibility,
dependability, and responsiveness showing a substantial positive correlation. In addition, the
canteen service quality areas of tangibility, and responsiveness made a substantial contribution
to student satisfaction. (Norman, 2019)

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APRIL:
- Sagarino et al. (2016) state that one of the functions of the canteen is to provide a kind of
good quality service that will satisfy and strengthen the loyalty of students. They also concluded
in their study that students are satisfied in the school canteen if the innovation to serve
different menus that are regularly being changed daily.

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GAELLE: The study used Descriptive Correlational Research Design.

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JEN: The study used Survey as the research instrument to gathered the quantitative data. The
researchers conduct a Survey which they given the respondents 15 minutes to answer and
consist of close-ended questions with the permission of the school’s administration.

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EDRIAN: The study used 2 types of sampling procedure, Stratified Random Sampling and Simple
random sampling.

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TAGLE: The quantitative datas gathered in the study are tallied, analyzed and tabulated. Data
are analyzed and interpreted using the tabulated mean of the study’s variables.

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GISELLE: Based from the findings of the study the following conclusions are drawn:

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GISELLE: In conclusion, almost half of the sample population uses the canteen service on a daily
basis and it demonstrated the students' devotion or loyalty to their canteens. Students'
happiness and loyalty with the aforementioned canteens are influenced by how they perceive
and experience the service quality that is offered by the said canteens. Therefore, the study
concluded that tangibility, assurance, reliability, responsiveness, prices of products, taste of
foods, nutrition value, cleanliness, and variation of products had a positive relationship
between the students’ perceptions on service quality and the students' level of satisfaction to
canteens in senior high school at San Miguel National High School.
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ANDRINE: (RECOMMENDATIONS)

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GAELLE: (CLOSING)