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Paciente, Eunice O.

Apruebo, Aubrey Jane O.

Maycacayan, Alyssa Reis V.

Level of Satisfaction of the Canteen

Product and Services: An Input

for Canteen Improvement

Introduction

It is a general rule that the school and its facilities are adequate to achieve the school's objectives. It is important to consider a good condition and adequacy of facilities because improving school facilities offers a suitable opportunity for improving the school performance. One of the factors considered in the performance of institution is the student services such as library, security, guidance and counseling, health service, school canteen and others.

This is supported by the Department of Education through DepEd Order no.8 series of 2007, the Revised Implementing Guidelines on the Operation and Management of School Canteens in Public Elementary and Secondary Schools which states that:

“Service should be the main consideration for operating a school canteen. Profit shall only be secondary since the clientele are pupils/students who are dependent only on their meager allowance from their parents”

Background of the Study

Philippine Best Training System has three existing canteens. First is selling different kinds of snacks, the second one is street foods and the third canteen is offering different meals. Since the Canteen have smaller space, it was hard to accommodate a big numbers of students but still, the canteen was giving its best to provide a good quality of service that will fulfill the needs of the student.

As the population of students grows every year, more attention should be given to the school canteen because the performance of the school canteen plays an important role in building a good standard of the institution since a school canteen is one of the student’s services that are considered by the students.

The role of the school canteen is to provide its customers a good and quality food and services. One of the ways to attain this goal is by continuously gathering information on the customer satisfaction. This is important to better understand, improve and changes things, thereby creating development in school canteen.

Thus, the researchers were prompted to conduct a study entitled Level of Satisfaction on the Canteen Products and Services: An Input for Canteen Improvement to provide the canteen management the information about the satisfactory level on the canteen products and services for decision-making and improvement of the canteen.

Statement of the Problem

This study was conducted to determine the level of satisfaction on the Canteen products and services.

Specifically, this study attempts to answer the following questions:

1. What is the level of satisfaction of the respondents on the products of canteen in terms of:

1.1 Taste of food;

1.2 Amount of serving;

1.3 Variety of choice;

1.4 Nutritional Value; and

1.5 Price

2. What is the level of satisfaction of the respondents on the

services of canteen in terms of:

2.1 Sanitation;

2.2 Ambiance;

2.3 Customer Service; and

2.4 Facilities

Hypothesis

This research study will test the following null hypothesis:

  • The respondents are not satisfied with the products of the canteen in terms of taste of food, amount of servings, and variety of choices, nutritional value and price.
  • The respondents are not satisfied with the services of the canteen in terms of ambiance, sanitation, customer service and facilities.

Theoretical Framework

  • This study was anchored by the constructive response theory of Robert Dahls (1998) which states that in every action of the individuals does that affect the other individuals; there is always a corresponding response to the receiver of action. The response may be favorable, unfavorable and neutral. Favorable response is see through praises and expression of satisfaction while unfavorable is expressed through disgust and expression of dissatisfaction. Neutral utter disregard for the act.

  • In connection to our study, whatever the level of satisfaction of the respondents to the canteen product and services should be a constructive mean for initiating improvements on the canteen in any terms. Especially when the responses of the respondents are unfavorable ones, it will be a huge help to improve the canteen.

Conceptual Framework

Related Literature

Foreign

  • Drummoned and Sheppard (2011) In Australia, school canteens are an integral part of the school environment and an ideal site to encourage healthy eating. The school setting is a crucial part of the social environment that shapes eating behavior, especially given that children’s food preferences are learned through repeated exposure to foods. School food services are an integral part of the school environment and are an ideal site to focus efforts on improving the nutrition of schoolchildren. However, research indicates that my school food services face myriad concerns in their provision of healthy food items. Although school food services should provide a practical example of good nutrition by supporting the nutritional education provided in the classroom, many do not. If the school relies on the school food service to make a profit, those making the financial decisions within the school may believe that products containing high fat and sodium are thought to be most profitable. Given the place of school canteens within the school system, there are ethical challenges that require attention regarding the sale of such products. This raises concerns regarding to effectiveness of the entire school system in its deliver of healthy behavior.

Local

  • The school canteen follows guidelines on operational management set by the Department of Education through DepEd Order No. 8, s. 2007, the Revised Implementing & Guidelines and Management of school canteens in Public Elementary and Secondary level. These guidelines are hereby issued in order to rationalize the operation and management of school canteens in the public elementary system and to ensure that the school canteens shall help eliminate malnutrition among pupils/students and that the school canteens shall serve as a laboratory for home economics retails trade in the incidental teaching of health and nutrition. It shall provide hands-on-training for pupils on planning, purchasing, handling and storage, preparation, serving and sale of safe and nutritious meals. The school canteen guidelines shall serve as a mechanism to support the department’s response to the mandate of Article 2 of Republic Act No. 6936 to create an atmosphere that is conducive to the growth and development of cooperatives. Services should be the main consideration for operating a school canteen. Profit shall only be secondary since the clientele is composed of pupils who are dependent only on the meager allowance from their parents. Reporting and accounting of the proceeds from the operation of a school canteen shall be made by the parties concerned to emphasize transparency and accountability.

Related Studies

Foreign

  • The study of Sindarata (2013) presented in the International Research Forum of School Management in the University of Mumbai determined how well the school canteen of Yudaras Wittayalai School in Mai was managed in accordance with the regulations given by the canteen regulation board. Her study involved 170 respondents from the lower and upper secondary education levels and 130 teachers. Results showed that physically, the canteen was clean and neat with appropriate settings; food quantity; dishes and utensils were clean; and tables and chairs in the canteen were in good condition and maintained regularly. The canteen billboard also helped students have knowledge of nutrition with practical application. Nutrition information about meals prepared was posted on the board, along with other similarly nutritious meals. Also, canteen board, detailing its regulation, showed the steps of canteen services. In addition, it’s time frame, opening at 6:30am and closing at 4:00pm, was established for the needs of the students, serving breakfast for those who have early classes and late snacks for those who travel home.

Local

  • Echiverri (2015) studied the management of the school canteen in the Laguna State Polytechnic University campuses. Based on the findings of this study, the following conclusion were drawn: (1) Majority of the canteens were managed by the private individuals and found out that all canteen facilities and equipment were moderately adequate; (2) food procurement was supervised by outside paid helpers; (3) canteen managers ensured that the food to be cooked was washed thoroughly and prepared nutritiously; (4) majority of the canteens were implementing self-service in food serving; and (5) problems in the operation of the canteen include lack of personnel, lack of time in food preparation, source of water supply and pupil’s preference for junk foods instead by nutritious one.

Research Design

  • To achieve the purpose of the study, the researchers made use of descriptive-quantitative type of research.

  • Descriptive method describes data and characteristics about the population or the phenomenon being studied. This was use in frequencies, average and other calculation in order to utilize the gathered data in describing, characterizing and providing a thorough picture of the level of satisfaction in the SHS Canteen product and services, the problem encountered and solutions.

Setting of the Study

  • This study was conducted at Philippine Best Training System- Senior High at the first semester of the school year 2018-2019.

Procedure of the Study

  • First, the researchers submitted the title proposal for approval of the title, next the researchers went on with the research to make their chapters 1, 2 and 3 then the researchers make their own planning period of the study including the identification of the problem, determining the setting, knowing the scope and limitation of the study and making tentative hypothesis, conceptual and theoretical framework, then the researchers began designing their research methodology.
  • Then follow by the colloquium. After the revision of chapters 1, 2 and 3, the questionnaire checklist was presented for content validation and improvement of each item, tallying and computations followed. After that will be the preparation of the summary of findings, conclusion and recommendation.

Statistical Treatment

Weighted mean demonstrated the general tendency or commonality of responses along the 5-point scale.

Summary Of Findings

  • On the computed mean on the level of satisfaction on the canteen products in terms of taste, the whole average computed mean of the respondents was 3.57 which are verbally interpreted as “satisfied”.

  • On the computed mean on the level of satisfaction on the canteen products in terms of amount of servings, the whole average computed mean of the respondents was 3.30 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the computed mean on the level of satisfaction on the canteen products in terms of variety of choices, the whole average computed mean of the respondents was 2.94 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the computed mean on the level of satisfaction on the canteen products in terms of nutritional value, the whole the average mean of the respondents was 3.20 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the computed mean on the level of satisfaction on the canteen products in terms of price, the whole average mean of the respondents was 3.39 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the composite table of the computed mean on the level of satisfaction on the canteen products with respect to different factors, the whole average computed mean of the respondents was 3.28 which are verbally interpreted as “satisfied”.

  • On the computed mean on the level of satisfaction on the canteen services in terms of ambiance, the whole average computed mean of the respondents was 2.62 which are verbally interpreted as “neither satisfied nor dissatisfied”.
  • On the computed mean on the level of satisfaction on the canteen services in terms of sanitation, the whole average computed mean of the respondents was 3.15 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the computed mean on the level of satisfaction on the canteen services in terms of customer services, the whole, average computed mean of the respondents was 3.40 which are verbally interpreted as “satisfied”.
  • On the computed mean on the level of satisfaction on the canteen services in terms of facilities, the whole average mean of the respondents was 2.85 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the composite table of the computed mean on the level of satisfaction on the canteen products with respect to different factors, the whole average computed mean of the respondents was 3.01 which are verbally interpreted as “neither satisfied nor dissatisfied”.

  • On the composite table on the level of satisfaction on the canteen products and services, the whole average computed mean of the respondents in the products and services was 3.16 which are verbally interpreted as “neither satisfied nor dissatisfied”.

Conclusion

Conclusion

  • The respondents were satisfied with the canteen products in terms of taste of food.

  • The respondents are neither satisfied nor dissatisfied with the canteen product in terms of amount of servings and variety of choices, nutritional value and prices offered by the canteen.
  • The respondents were neither satisfied nor dissatisfied with the products offered by canteen.

  • The respondents were neither satisfied nor dissatisfied with the canteen services in terms of ambiance, sanitation, customer service and the facilities.

  • The respondents were satisfied with the services rendered by canteen.

  • The taste of food offered was the most satisfying factors on the canteen products and services while ambiance were the least satisfying.

  • The respondents were neither satisfied nor dissatisfied with the products and services offered by the canteen.

Recommendations

Recommendation

  • Since most of the respondents are satisfied with the canteen products in terms of taste of food the researchers recommend that the school canteen should maintain the products as of the taste of the customers.

  • Since the amount of servings, variety of choices, nutritional value and price is statistically found as neither satisfying nor dissatisfying, the researchers recommend that the school canteen should improve the amount of servings, sustain different variety of choices to choose from and offer food that can sustain the nutritional needs of the customers, likewise, offer food and beverages with most reasonable price.

  • Since the ambiance, sanitation and facilities are statistically found as neither satisfying nor dissatisfying of the canteen services, the researchers recommend that the school canteen should improve and always check the good ambiance, cleanliness of the place and its facilities should provide a little more tables and chairs, utensils and make use of proper tools or materials.

  • Since most of the respondents are satisfied of the services rendered by the school canteen in terms of customer service, the researchers recommend that the school should maintain the attentiveness of the staff and having a good relationship to its customer.

  • Orient canteen staff and officials so that they will improve their skills more in order for them to completely and continually satisfy the customers.

  • Since this study primarily focused on the level of satisfaction on the canteen products and services, the researchers recommend further studies to fully understand the situation of students and teachers in Philippine Best Training System.

Thank you!

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