CANTEEN SERVICE QUALITY AND STUDENT SATISFACTION: INPUTS

TOWARDS CANTEEN IMPROVEMENT EFFORTS

A Research Presented to the

Faculty of the College of Business Accountancy
Department of Hospitality and Tourism Management
Tarlac State University

In Partial Fulfillment of the

Requirements for the Subject
Research in Hospitality (TPC 8)

BENITEZ, KIMBERLIE ROSE F.

BONDOC, DAISYLYN _
DANTING, ALONA P.
RIGOR, IVY JOY V.
RODRIGUEZ, JOSHUA MARI B.

DECEMBER 2021
 ACKNOWLEDGEMENT

The completion of this undertaking may not be possible without the kindness and

overflowing love and support of the people behind the success of this paper. We would

like to extend our sincerest gratitude to the following people who gave us their time and

effort to guide us in every way possible:

     First and foremost, to the Almighty Creator, the author of knowledge and wisdom, for

his incomparable love and protection.

     To Sir Ferdinand Y. Silaran, our professor for lending us his undying support to finish

this paper without any hesitation.

      To Ma’am  Princes Carol Feliciano as our research adviser  for her kindness and

genuine love  to make this paper possible and valid.

     To all our families who never get tired of supporting us in our studies and for giving

us an amazing opportunity to learn and grow as individuals.

     And lastly, to our friends who have become our angels and anchors who motivate us

to always do our best and never give up.

 DEDICATION

We would like to dedicate this thesis

to our family, who have been our source of inspiration and

gave us strength, who continually provide their

moral, spiritual, emotional, and financial support.

We also dedicate this to our friends, especially to Sir Bhong

and Ma’am Princess who supported and encourage us

throughout this long process.

Above all, We dedicate this study to our Almighty God,

for his guidance and wisdom for making

this possible.
 TABLE OF CONTENTS

ACKOWLEDGEMENT

DEDICATION

TABLE OF CONTENTS

CHAPTER 1: THE PROBLEM AND IT’S BACKGROUND

Introduction

Statement of the Problem

Hypothesis

Significant of the Study

Scope and Delimitation of the Study

Definition of Terms

CHAPTER 2: REVIEW OF RELATED LITERATURE AND STUDIES

Related Literature

Related Studies

A. Foreign Studies

B. Local Studies

Conceptual Framework

CHAPTER 3: METHODOLOGY

Research Design

Population

Sampling Design

Methods of Gathering Data

 Instruments of Gathering Data

Statistical Treatment

CHAPTER 4: RESULTS AND DISCUSSION

CHAPTER 5: SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

Sumarry

Conclusions

Recommendations

BIBLIOGRAPHY

APPENDICES

CURRICULUM VITAE

A. Benitez, Kimberlie Rose F.

B. Bondoc, Daisylyn _

C. Danting, Alona P.

D. Rigor, Ivy Joy V.

E. Rodriguez, Joshua Mari B.

 CHAPTER I

The problem and it’s background

INTRODUCTION

A canteen should be able to meet the dining expectation and nutritional needs of

the students and faculty to help them accomplish their tasks for the day. A Canteen is a

place where a variety of foods are served and eaten along with different drinks.

The operation of the Canteen is important in developing nutritious foods among

the students and faculty members of the school. Aside from serving a variety of healthy

foods, a cafeteria must provide affordable foods for the students to let them enjoy the

food without worrying about their allowance. Students’ opinions on the menu are also a

great way to increase the cafeteria's profit. Canteen is a place where a dining experience

should be relaxing and always clean. It is essential for a canteen to prioritize a clean and

hygienic ambiance to meet the expectations and satisfaction of the students. The school

canteen must practice cleaning the table right after they eat to make it more presentable

and ready to use.

In Columbia, the private school was selected for the study for several reasons,

According to Costello (2018), the administrators had shown an interest in improving the

sustainability performance of the cafeteria to make students comfortable and it is a major

strategy for students to always buy in Cafeteria.

 The Canteen must provide a healthy menu to help the students consume

nutritionally balanced foods. Plenty of students need to budget their allowance and

consider eating food without proper nutritious food. Therefore, the cafeteria must provide

a menu of nutritious and affordable meals to help students who have little allowance to

consume healthy and balanced nutritious foods. Furthermore, the staffs should be

wearing a proper attire to secure the food that was being offered in the cafeteria in order

to maintain a good impression to the people who are eating inside the cafeteria. The

Canteen Service Quality is the most important thing to consider because students are also

looking for a quality since they are paying for it too. Quality can make customers come

back and this should be well provided.

In Philippines, The Department of Education strongly recommends supporting

students’ health and well-being through their curriculum and promoting individuals'

being physically fit with the help of healthier food. The canteen should offer flavourful

and healthy foods for the students to avoid choosing the unhealthy food. The Canteen

should not sell foods high in fat and sugar and immediately switch to healthier foods. The

Canteen is part of the students’ life therefore, determining the students’ level of

satisfaction is a must.

Tarlac State University, Lucinda Campus has various challenges that need to be

addressed, especially in food quality, students’ satisfaction, and the ambiance of the

cafeteria. A lot of students complain about the space and dining experience in the

university cafeteria due to some instances.

 Canteen Service Quality and Students Satisfaction: Inputs towards Canteen

Improvement Efforts survey is a University survey for the HTM Students of Tarlac State

Univeristy, Lucinda Campus. It focuses on the level of service quality and student

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

Empathy. The findings of this study would serve as feedback on satisfying cafeteria food

and services and serve as a basis for future researchers.

STATEMENT OF THE PROBLEM

The study seeks to find the relationship between Canteen Service Quality and

Student Satisfaction of Bachelor of Science in Hospitality Management 4th Year Students

at Tarlac State University, Lucinda Campus.

Specifically, it seeks to answer the following questions:

1. What is the demographic profile of the respondents in terms of:

1.1 Age

1.2 Gender

1.3 Daily Allowance

2. How many Canteen Service Quality be described in terms of:

2.1 Tangibility

2.2 Assurance
 2.3 Reliability

2.4 Responsiveness

2.5 Empathy

3. How may the level of student satisfaction be described?

4. Is there a significant relationship between Canteen Service Quality and Student

Satisfaction?

5. What are the implications of the study to the Canteen Services of the University?

HYPOTHESIS

This study hypothesizes that there is no significant relationship between the

canteen service quality and student satisfaction.

SIGNIFICANCE OF THE STUDY

This study was conducted to determine the relationship between the Canteen

Service Quality and student satisfaction of Bachelor of Science in Hospitality

Management 4th year students at Tarlac State University, Lucinda Campus. The findings

of this study may be beneficial to the following:

Canteen Managers. This will help them to identify their priority in some areas about

improving and developing new menu and how to meet students’ satisfaction in dining

experience and food quality.

Students. The study would be beneficial to the students for them to understand that

quality and healthy foods must be provided inside the cafeteria

School Administrators. The results may provide information for the improvement of

University Cafeteria quality and services in Tarlac State University, Lucinda Campus and

to formulate new ways on how to improve the qualities of the cafeteria.

Future researchers. This may serve as basis for those who wants to conduct a study

regarding with Cafeteria foods and students’ satisfaction.

SCOPE AND DELIMITATION OF THE STUDY

This study focuses only on the responses perceived by the Students of Bachelor of

Science in Hospitality Management at Tarlac State University about the Canteen Service

Quality and Student Satisfaction. The respondents were only taken from the students of

Hospitality Management at Tarlac State University, Lucinda Campus School, which does

not represent the entire population of the said school.

DEFINITION OF TERMS
 This study provides the following terms being used in the study. To further

elaborate the meanings of the following terms, conceptual definitions were adapted.

According to (Lee, 2020), conceptual definition denotes meanings based from the

dictionary or encyclopedia.

Service – the needs of the customers or even clients where you need to fulfil they're

needs.

Quality – aiming to meet the satisfaction of customers or clients by means doing it in

standard basis.

Satisfaction – the needs of customers or clients by means providing good service and

quality for them so that they meet the satisfaction.

Tangibility – the appeal of the amenities and equipment’s used by a service firm as well

as to the appearance of the employees.

Assurance – this means that the employee behaviour will give customers confidence in

the school canteen and that the canteen makes customers feel safe.

Reliability – It provides an accurate service to the customer without making any

mistakes in what it has promised to do by the time that has been agreed upon.  

Responsiveness – the employees are willing to help their customers and shows their

willingness to respond to the customers requests. It is about dealing with the customers

requests, questions and needs.

Empathy – the school understands the customers and performs well to give each

customers the attention whenever they need something and for operating in a convenient

hour. It also means the ability to be approachable and understanding customer needs.
 Chapter II

Review of Related Literature and Studies

This chapter presents the discussion of related literatures and other studies that are

similar to the present study or it has bearing on the context of our topic after the thorough

and in-depth analysis done by the researchers. This will also present the conceptual

framework necessary for relating the specific concepts to the needs of our study.

RELATED LITERATURE

A cafeteria is a place to eat and relax, ambiance is one of the important things to

consider about the cafeteria. It gives the customer peace of mind and also the assurance

that the food is in a good quality. The design and space of the cafeteria should pass the

standards of the people eating inside the cafeteria.

The things that the customers respond are the results of the choices we make. The

response and the combined experience of the customers is what the cafeteria looks

forward to hear. The students’ satisfaction with the University Cafeteria is the main

reason why the cafeteria is operating. With providing a welcoming ambiance the students

can easily be satisfied considering that a cafeteria is place to eat, it is a must to provide a

welcoming ambiance in order to gain more customers to eat in the cafeteria.

The space, light quality, cleanliness and the smell of the cafeteria should be

considered always to maintain a welcoming ambiance. The light quality in the cafeteria is

one thing to consider to make the inside of the cafeteria warm especially in the morning,
a cafeteria with a bad light quality doesn’t satisfy a students’ standards when talking

about the inside of a cafeteria. Furthermore, the kitchen’s natural lightning is also

considered when we say light quality. The space of the cafeteria should be wide enough

to accommodate a large number of students.

A cafeteria should have enough space for the students to eat properly without

having a problem for the space of the table next to them. A cafeteria with a good space

makes more profit and customers. The most important thing to consider about the

cafeteria is the smell. A place to eat should not be covered with an unpleasant smell but

in a good and desirable smell. Students are most likely to eat in a place without an

unpleasant smell because the smell of the cafeteria makes their dining experience better.

A place to eat should have a desirable smell to attract more customers and

cleaning chemicals should be enough to cover the smell inside the cafeteria. The

cleanliness is also important to maintain a welcoming ambiance because it gives the

customer a good expectation about how the place operates and how they can maintain a

clean place considering that it is a place to eat.

One of the most significant things in keeping a student loyalty is the quality of the

food. The amount of money a student is willing to spend on food with the quality of the

food. In the way they prepare and serve the food to the students, students look at the

quality and worth of the food. Furthermore, when students have good food, they stay

loyal to the cafeteria.

When it comes to providing freshness in food, the cafeteria's food quality is the

first thing to consider. Aside from the taste of the food, the quality of the food was the
most significant factor when it came to food, especially for university students, so that

they could be satisfied and have a nice taste.

Students must get the most value for the money when it comes to food

preparation, and this can only be accomplished if the kitchen materials utilized are of

excellent quality. According to Crotts and Raschid (2008), To guarantee that food does

not lose quality and satisfies health regulations, it must be stored properly and safely.

This requires the cafeteria management ensuring that the establishment has adequate

storage.

For the preparation of food: When it comes to food preparation, the quality and

value of the food given to students are directly influenced. The cafeteria's management

should make ensure that they have hired the right staff with the necessary skills and

experience to produce and prepare the various menu items. This attracts students since

they are satisfied with the food quality for their money spent on food.

The cafeteria management always checks and emphasizes good cleanliness in all

of the production and preparation, which cannot be overlooked when it comes to the

preparation of high-quality food.

When it comes to experience, cafeteria management should communicate with

students with good attitude and courteous personnel to make them feel more comfortable,

even though they are in a cafeteria. Each day, all cafeteria employees should help in

cleaning the cafeteria, including the kitchen and food preparation areas.
Canteen Service Quality

This idea of quality is tough to describe since it is crucial when it comes to

consumers. Customers expect to be treated well and receive high-quality service. Quality

implies that it possesses consumer-acceptable food features. To put it another way, it was

the level of quality.

From the viewpoint of Business Administration, Service quality is a mark of

excellence in customer service. It is reflected in every service experience. Customers

build service expectations based on previous interactions, word of mouth, and marketing

messaging. Customers, in general, compare perceived service to expected service, and if

the former falls short of the latter, they are dissatisfied.

According to Choudhuri (2016), Service quality has established as one of the

most critical determining elements in the service sector. Considering the various needs

and wants of its customers to deliver higher quality services to their consumers in order

to satisfy them. Furthermore, according to Jun, Yang, and Kim (2004), They determined

the essential underlying aspects of service quality in online shopping as viewed by online

customers. According to the results, the access factor had a substantial influence on total

service quality but not on satisfaction. It was shown that there is a considerable positive

association between total service quality and satisfaction.

Another study conducted by Yoo & Park (2007), it’s about establishing

relationships between staff' perceived service quality, consumers, and financial success

the study's findings revealed that staff training had an impact on perceived service

quality. They found that management can maintain the consistency and dependability of
perceived service quality by strengthening personnel capabilities through training and

shared knowledge.

According to Kursunluoglu, customer services are intangible or tangible value

increasing activities which are related with products or services indirectly or directly to

meet customer expectations and then to provide customer satisfaction and loyalty.

Customer service quality is provided and done to make a good impression to the

customers. According to Klassen et al. purchase decision that made by students will

consider about the price. The good value of price, portion size, reasonable price and

overall value of dining is categorized into price. When perceived price is low, the

perceived satisfied will be low. Service quality is an important thing in the business

industry because this is a way to get the customers attention and loyalty. By providing a

better service quality, it is not possible to gain more customers each day.

Quality is very close and the impact of customer satisfaction because quality is

what every customer wants. Focusing on the overall quality and the ways how to improve

it should always be the first thing to consider. Providing quality only means assurance to

the customers. It gives the customers satisfaction and meets their expectations on how

they should be treated. Service quality reflects on how a place is operating and when the

service quality is not present the business will not operate longer. If a good service

quality is provided, it is more likely to have more customers each day because of the

level of quality being provided. Improving service quality can increase your

organizations profit and reputation. Service quality has a direct impact on your business

and has the ability to satisfy customer need while remaining being competitive.
 Service Quality needs understanding and expertise on how important it is and how

you can maintain a consistent level of service quality to make sure that the customers will

be loyal. The customers are not only looking for good quality of food but also looking for

a service where they will be treated well. They either consciously or unconsciously have

certain standards for how service will be delivered. Quality Service is important because

it boost sales, it can attract customers and quality employee and it strengthen the

business.

Tangibility. This suggests it was connected to the attraction of the school canteen's

amenities and equipment. It was also connected to the appearance of the school canteen

employees.

Assurance. This implies it was connected to the behavior of the school cafeteria

employees, and they are the ones that build trust in the school canteen and make

consumers feel comfortable in the school canteen. Students acquire trust and confidence

in the school canteen employees.

Reliability. This indicates that the school canteen gave its customers with accurate

service the first time, without any mistakes, and it also shown interest in the students by

keeping the canteen employees enthusiastic and courteous all of the time.
Responsiveness. This means that employees are willing to help their customers and

shows their willingness to respond to the customers requests. It is about dealing with the

customers requests, questions and needs.

Empathy. This means that the school understands the customers and performs well to

give each customers the attention whenever they need something and for operating in a

convenient hour. It also means the ability to be approachable and understanding customer

needs.

Student Satisfaction

This refers to the level of satisfaction perceived by the students on the provided

service quality of the Canteen at Tarlac State University, Lucinda Campus. It is the

feeling you get when you receive something you wanted.

RELATED STUDIES

Foreign Studies

This section provides studies across the globe that can help us to gain

understanding in relation to our topic. Several researches have been conducted in

different regions that will give us broad and in-depth analysis about students' satisfaction

on University Cafeteria.

According to Zou (2012), college canteen is one of the most important part closely

related with the life of the majority students. Closely related to the vital interest of their
quality and students of the college canteen operators, therefore the quality of the foods

and service quality in the college canteen has been drawn wide attention. Students,

especially first year students are looking forward to have a great dining experience in a

university cafeteria to create a moment they will never forget together with their friends.

On the contrary, institutional food service is currently available in a wide range of

settings, including schools, hospitals, and college and university cafeterias. Universities

and other higher education institutions must now provide the best food and beverage

goods to students. The interest in institutional food services is focused on university food

services since it has evolved through time (Baharun et al, 2010). In relation, students

make up the majority of those who are satisfied with institutional food services in

university cafeterias, so campus food service is becoming increasingly popular and

important. One of the most important factors is the first impression, followed closely by

the quality and correctness of the food served and the friendliness of the staff when

providing service (Amelia & Garg 2016). Furthermore, it is critical for food service

administrators in the institutional food service industry, such as at a university cafeteria,

to understand what students expect from their food service experience (Andaleeb &

Caskey 2007).

However, there are factors associated with students' satisfaction with university

cafeteria.

Many factors have been found to influence students and staffs when choosing food

service such as quality of food and beverages, value price, hygiene and cleanliness,

location and product variety (Garg and Kumar 2017). An establishment like cafeteria
always prioritizing the health of the students and the faculty by means of giving them a

quality service and a quality of food. As such, the quality of food and dining experience

can be affected due to the reluctance of some students to pay for low quality service in

their campus cafeteria due to increasing numbers of such establishments around the

campus. Service quality is an important antecedent factor of the dining experience, which

leads to assertive image of food service production and greater achievement in customer

satisfaction. Additionally, Student’s satisfaction has a huge impact in the cafeteria and the

reason for this occurrence is that students are undoubtedly increasing the profit of the

University cafeteria. (Chang & Suki 2018).

Local Studies

In this section, researchers gathered the following studies across the country in

relation to our topic. It will give us enough source and understanding that will fully

transfigure students’ satisfaction with the university cafeteria in the Philippines or the

context of cafeteria in relation to the preferences of students.

According to Danao and Watnabe et al. (2016), School cafeteria is a food service

location in the academic institutions where students and employees buy their foods and

carry to the table or take out the food. A cafeteria is certainly a place for eating and

refreshment of students and faculty members. Furthermore, it should always be clean to

maintain a good ambiance and a dining experience. With the same extent, a canteen is a

place where food is to be served and eaten. (Galabo 2019) A canteen should have enough
space for a large number of students and a good ambiance to make them more

comfortable while eating.

However, there are things need to be considered in order to attain the satisfaction

of students with the cafeteria. For the sake of the students, the school canteen should

serve organic food rather than processed food. In this way, they will have more energy to

carry out their plans. (Pacalso, 2018). The foods offered in school canteens have a vital

role in ensuring children’s consumption of nutritionally balanced foods. It is significant

that menu offerings meet nutritional standards for the students. Nutritious foods should

always come first to ameliorate the student’s energy and ability to their school work for

the day. (Encabo & Ventanilla 2014)

Furthermore, there are also underlying concepts to be consider about students’

satisfaction. According to Lucas (2012), customers' happiness as a retention strategy is a

major component for many customers in remaining loyal. Customers’ opinions of the

quality of the service provided by an organization could be influenced by its efforts.

Conversely, it is also vital to discuss the needs for an improvement system in the

canteen’s management to boost sales as well as the efficiency of its operations. On top of

that, their giving students access to healthy food. (Adunna, 2013)

CONCEPTUAL FRAMEWORK

The cafeteria is where nourishing food should be sold, procured, and consumed at

the University. The way the product is presented, organized and marketed, arrangement

of the tables, chairs, and the total sanitation can impact where and what students chose to
eat. Therefore, as students are creating their dietary preferences and behaviours, the

cafeteria has the aptitude to encourage healthy eating habits. It is significant to make

certain that the healthy option is at all times the sure choice.

The study describes the Canteen Service Quality and Student Satisfaction: Inputs

towards Canteen Improvement Efforts. It describes the Canteen Service Quality with the

University Cafeteria in terms of Tangibility, Assurance, Reliability, Responsiveness, and

Empathy.

It also identifies the effects of students’ satisfaction in maintaining the progress

and development of the University Cafeteria, and the significant ways to maintain

students’ satisfaction with the University Cafeteria prior to the management and the role

of the students.

Figure 1 shows the flow of the study. The study looked into the Canteen Service

Quality and Student Satisfaction. It will be done using a questionnaire. From the data

gathered, the findings of the study will be drawn.

 Conceptual Paradigm of the Study

INPUT OUTPUT
1. What is the
demographic profile PROCESS
of the respondents in
terms of:
1.1 Age
1.2 Gender
1.3 Daily Data Gathering:
Allowance
 Questionnaire
 Survey
To improve the
2. How many welcoming
Canteen Service experience of the
Quality be described students in the
in terms of: Statistical Treatment
university cafeteria.
2.1
Tangibility
2.2 Assurance
2.3 Reliability
2.4
Responsiveness
2.5 Empathy

Figure 1. The Paradigm of the Study

 Conceptual Paradigm of the Study

…Continuation

3.How may the level

of student
satisfaction be
described?

4. Is there a
significant
relationship between
Data Gathering:
Canteen Service
Quality and Student
Satisfaction?
 Questionnaire
To improve the
 Survey
welcoming
5. What are the experience of the
implications of the students in the
study to the Canteen university cafeteria.
Statistical Treatment
Services of the
University?

Figure 1. The Paradigm of the Study

 CHAPTER III

METHODOLOGY

This chapter describes the methods and procedures adapted in the conduct of the

study which includes the research design, population, sampling design/sampling, methods

of gathering data, instruments for gathering data, and statistical treatment.

RESEARCH DESIGN

This study employed a descriptive correlation research design to determine the

satisfaction of students in the university canteen service quality at Tarlac State

University, Lucinda Campus students of Bachelor of Science in Hospitality Management

4th Year Students. This study used a descriptive correlation method and a non-

experimental quantitative research design. According to Bhandari (2021), describes the

researcher explores the relationship between variables without controlling or modifying

any of them in a correlational research design. Besides, According to Rybarova (2006),

This method was utilized since the study provided a description of a person and tried to

explain the data's nature.

This study made use of the descriptive correlation method of research in

interpreting the data being gathered from the participants because the relationship

between the existing variables within food satisfaction to the university cafeteria will

determine.
POPULATION

The selected 4th year students from Hospitality Management at Tarlac State

University, Lucinda Campus will be the respondents of this study. The respondents were

composed of 100 out of 500 total population of 4th year students. The Hospitality

Management of College of Business Accountancy is divided into 10 sections.

SAMPLING DESIGN/SAMPLING

This study will employ a non-probability sampling technique in order to meet the

required number of participants. Specifically, quota sampling as a type of non-probability

sampling technique will be used. Quota sampling is a method in which researchers create

a sample of individuals to represent a population (Fleetwood, 2021). 100 participants are

said to fill the survey questionnaires created by the researchers as they are only

representing a specific population of Bachelor of Science in Hospitality Management

who have experienced in the cafeteria. Furthermore, controlled quota sampling is the

specific type of quota sampling that is used by researchers in order to meet a specific

criteria, most especially regarding the background of the participants. Controlled quota

sampling imposes the researchers' restrictions in choosing the samples to participate in

the study (Fleetwood, 2021). Thus, the researchers have determined the exact criteria for

the participants, who are college students from Bachelor of Science in Hospitality

Management at Tarlac State University-Lucinda Campus who have experience in the

university cafeteria
METHODS FOR GATHERING DATA

Survey – According to Trochim (2021), One of the most important fields of

measuring in applied social research is survey research. Any method that involves

addressing respondent’s questions falls under the category of survey research. A survey is

a research method for gathering data from a group of respondents in order to learn more

about various topics. The survey formulated are answered by the students of Bachelor of

Science in Hospitality Management at Tarlac State University, Lucinda Campus, school

year 2018-2019. This will serve as the research instrument for gathering data about the

Canteen Service Quality and Student Satisfaction at Tarlac State University, Lucinda

Campus. All of this data will be useful to school administrators, canteen managers,

students, and future researchers.

INSTRUMENT FOR GATHERING DATA

According to Takona (2002), When conducting research, an instrument is an

important tool for measuring and collecting opinions and they recommend survey,

questionnaire, and interviews as helpful instruments. The survey was used by the

researchers to assess student satisfaction in a university cafeteria at Tarlac State

University, Lucinda Campus (2018-2019).

A survey was prepared by the researchers. A questionnaire is a type of research

that involves gathering information from a group of people in order to learn more about a

particular topic. Adopted questionnaire used in the study of Kajenthiran and Karununithy
(2015). The students of Bachelor of Science in Hospitality Management at Tarlac State

University, Lucinda Campus, answered the questions in the 2018-2019 school year.

STATISTICAL TREATMENT OF DATA

The following data will be tabulated and running through Statistical Package for

the Social Science (SPSS). To provide a factual and credible result, different statistical

tools will be using in this study.

To answer the problem number 1, which is about the profile of the participants,

percentage will be using in order to get the frequency count. Below is the formula in

getting the frequency count through percentage.

Percentage (%) = f/N x 100

Where: f - frequency of responses

N - number of respondents

P - percentage

To answer the question number 2 and 3, which deals with the Canteen Service

Quality associated with the five factors (Tangibility, Assurance, Reliability,

Responsiveness, and empathy) and Level of Satisfaction of the students in University

Canteen Service Quality. Pearson r correlation will be using. Pearson r correlation is used

to measure the degree of the relationship between linearly related variables (Shieh, 2006).

In using Pearson r correlation, the researchers will then significantly determine if there is
a relationship between Canteen Service Quality in terms of Tangibility, Assurance,

Reliability, Responsiveness, and Empathy to the university cafeteria among college

students and the level of satisfaction in terms of University Canteen Service Quality. As a

justifiable definition of Pearson r correlation below is the formula being used to

determine the relationship:

 CHAPTER IV

RESULTS AND DISCUSSION

This chapter presents the data gathered and their analysis and interpretions in the
study.

Demographic Profile
After gathering the needed data from the students of Bachelor of Science in

Hospitality Management at Tarlac State University, Lucinda Campus S.Y 2018-2019, the

following were realized through thorough calculations from IBM SPSS Statistics. The

researchers discovered that 75% of the samples' age ranges from 18 to 21 years old, 25%

of them came from the age bracket, 22 to 25 years old, and none of them are from ages

26 and above.

Figure 1. Age

Moreover, Figure 2 shows that 72% of the sample are female, while 28% of them

are male. The results imply that more students from TSU Bachelor of Hospitality
Management are female with the age bracket of 18 to 21 years old and are more exposed

to the service quality of the university's canteen.

Figure 2. Gender

The buying power of the students is also essential when it comes to how they can

fully utilize and experience the university's canteen services. Figure 3 shows that 97% of

the students have a daily allowance ranging from Php. 100 to Php. 300 while few of them

have higher daily allowances. With the given realization, since most of the students have

the average daily budget for a college student, this can also be a possible factor on their

satisfaction on their experience of the university's canteen services.

 Figure 3. Daily Allowance

Describing the Canteen’s Service Quality

This demographic information of the students is crucial in defining who will

target the possible improvements in the university's canteen service quality. In connection

to providing exemplary service quality to the university's canteen's significant consumers,

there are hundreds of ways to define Service Quality. The researchers have decided to use

five domains in defining service quality in the university's canteen. These are Tangibility,

Assurance, Reliability, Responsiveness, and Empathy. The researchers have provided

some criteria and circumstances to which students could experience in the university's

canteen. For the second problem, the researchers are interested in learning how the

canteen properly delivers many from these situations.

Each domain has three sub-questions rated from 1-5, 5 being the highest with the

one being the lowest. Five if they could experience such service with excellence and one
 if it were a poor service quality. For tangibility or the physical attributes of the canteen

and its amenities.

Mean Rating Descriptive Level

0- 1.00 Poor

1.01-2.00 Below Average

2.01-3.00 Average

3.01-4.00 Above Average

4.01-5.00 Excellence

Table 1. Descriptive Level

Mean Std. Deviation Descriptive Level

Keeping the canteen staffs well-dressed

4.14 .792 Excellence
and appear neat

Having complete equipment of the school

4.16 .735 Excellence
canteen.

Providing comfortable facilities in the

4.19 .787 Excellence
school canteen.

Grand Total 4.16 .77 Excellence

Table 2. Descriptive Statistics – Tangibility

For the first tangibility criterion, the way canteen staffs well-dress and appear neat

has a mean rating of 4.14 meaning, the students agree that staffs are well-dressed in

excellence. On the other hand, the completeness of the equipment of the canteen is also

rated with the mean score of 4.16, the same is equivalent to an excellent rating of the

students, and lastly, the ability of the canteen to provide comfort through its facilities is
 also rated as excellent with a score mean of 4.19. Meaning, students have an excellent

experience with the canteen's facilities and equipment and its employees' physical

appearance.

Mean Std. Deviation Descriptive Level

Showing positive behavior towards 4.22 .719 Excellence

students.

Showing courtesy and politeness. 4.20 .739 Excellence

Conveying trust and confidence 4.25 .757 Excellence

Grand Total 4.22 .74 Excellence

Table 3. Descriptive Statistics - Assurance

The following service quality standard is Assurance or employees' actions to

provide security to their customers. First, the assurance criterion speaks about how

employees show positive behavior towards students. In Table 3, it is shown that this

experience is seen as excellent, with a statistical mean of 4.22. Second, the way

employees show courtesy and politeness to students is rated as excellent with 4.20.

Lastly, the way canteen employees convey trust and confidence has the highest standard

among the three with a 4.25 score. Most likely, students are given assurance and security

by the university’s canteen employees and have slightly higher means compared to

tangibility.

Mean Std. Deviation Descriptive Level

Showing sincere interest to the students 4.15 .809 Excellence

Keeping service accurate. 4.15 .770 Excellence

Keeping canteen staffs being cheerful and 4.06 .776 Excellence
kind all the time.

Grand Total 4.12 0.79 Excellence

Table 4. Descriptive Statistics – Reliability

The third service quality standard is Reliability. Reliability is providing accurate

service to what is expected by the customers. Two of the reliability criteria have equal

mean - showing sincere interest to students and how employees keep their service as

accurate as possible with the mean score of 4.15, which also pertains to excellence. On

the other hand, canteens staff's optimistic view such as being cheerful and kind is rated as

excellent with the mean of 4.06. Overall, canteen staffs are excellent in terms of

providing reliable service to its customers.

Mean Std. Deviation Descriptive Level

Responding student's needs. 4.13 .774 Excellence

Providing good and quality services 4.13 .761 Excellence

Keeping canteen staffs never bust to 4.16 .825 Excellence

respond their student's request

Grand Total 4.14 0.77 Excellence

Table 5. Descriptive Statistics – Responsiveness

The following service quality standard for the university's canteen is

responsiveness. It is the willingness of the staff to help their customers and provide those

requests and answer queries. The same with the previous criteria, the mean of the sub-

questions are gathered. From the table, it was understood that students rate how

employees respond to students' needs as excellent same is valid with how they provide
excellent and quality service. On the other hand, a mean score of 4.16 is the rate for how

canteen staffs never bust to respond to their customer's request.

Std. Descriptive
Mean Deviation Level

Understanding the specific 4.14 .739 Excellence

needs of the students

Asking students in a nice 4.14 .711 Excellence

and cheerful manner

Being approachable and 4.16 .801 Excellence

friendly to students

Grand Total 4.15 0.75 Excellence

Table 6. Descriptive Statistics – Empathy

The last service quality standard is Empathy. Empathy means that the university's

canteen understands how customers feel and how well they give each customer their

needed attention. This also means that they can understand and make their customers

think approachable concerning their needs. From the data gathered, it was realized that

how staff understands specific needs of the students and the way they ask students in a

friendly and cheerful manner have a mean score of 4.14 and while being approachable

and friendly to students have a slightly higher score than the first two. However, all three

are considered as excellent rates.

From the sought results, the researchers understood that the service quality to

which the university's canteen is providing is excellent in terms of its tangibility,

assurance, reliability, responsiveness, and empathy. Among the five criteria, assurance
 has the highest total mean of 4.22, followed by tangibility with a total mean of 4.16,

empathy with a total mean of 4.15, 4.14 for their responsiveness, and 4.12 for the

canteen's reliability. This reflects that the university's canteen employees ensure that their

customers experience quality service by maintaining good behavior and ensuring that

students feel comfortable and at ease when they are in the university's canteen.

Specifically, students recognized that the canteen staff conveys trust and confidence with

the service that they render. On the other hand, the canteen's overall tangibility or

physical appearance, how employees prioritize their customer's feelings, and how they

respond to customers' requests and needs are better than how employees portray their

reliability towards the services they provide. Having reliability as the lowest mean can

imply that the school can sometimes commit mistakes and lapses in its services which

leans toward its accuracy.

Mean Std. Deviation Descriptive Level

Level of Canteen Service Quality in 3.87 .960 Above Average
terms of Tangibility
Level of Canteen Service Quality in 3.96 .828 Above Average
terms of Assurance
Level of Canteen Service Quality in 3.99 .882 Above Average
terms of Reliability
Level of Canteen Service Quality in 4.34 2.924 Excellence
terms of Responsiveness
Level of Canteen Service Quality in 4.03 .822 Excellence
terms of Empathy
Grand Total 4.04 1.2832 Excellence
However, as seen in Table 7, students rated the level of Canteen Service Quality

in terms of tangibility, assurance, reliability, responsiveness and empathy with its mean

score of 3.87, 3.96, 3.99, 4.34, and 4.03, respectively.

 Table 7. Descriptive Statistics – Canteen Service Quality

The grand mean of the canteen service quality in general is 4.04 meaning, the

students have rated the over-all canteen service quality as excellent.

Describing the Students’ Satisfaction

In connection with the service quality of the canteen, students' satisfaction is also

a vital component of this study. The researcher sought the level of satisfaction of students

by conducting a Likert chart survey to the sample and was interpreted with descriptive

statistics.

Mean Std. Deviation Descriptive Level

The canteen personnel are friendly and 4.00 .865 Above Average

accommodating.

The canteen personnel wear hair net and 3.94 .886 Above Average

gloves to observe cleanliness in the

preparation and handling of foods.

The utensils, tools, and equipment used in 3.73 1.004 Above Average

the canteen are sanitized or clean.

Grand Total 3.89 0.918 Above Average

Table 8. Summary of Mean – Students’ Satisfaction

As shown in Table 7, the mean score of the students’ satisfaction when the

canteen personnel are friendly and accommodating is 4.00 or above-average rank, 3.94
mean score when the canteen personnel wears hair net and gloves when handling food,

and a mean score of 3.73 or an above average level of satisfaction when utensils, tools

and equipment used in the canteen are sanitized or clean. These are some of the factors to

validate the service satisfaction of students in the university’s canteen. The overall

satisfaction of the students can be described as above average since the total mean

numbers to 3.89.

Verifying the relationship

To test if there is a significant relationship between Canteen Service Quality and

Student Satisfaction, the researchers used a Pearson’s Correlation coefficient. Refer to

Table 8 for the equivalent strength of correlation coefficient.

Sign of coefficient Strong Moderate Weak Very Weak

Positive Relationship 0.5 to 1.0 0.3 to 0.49 0.1 to 0.29 0 to 0.09

Negative Relationship -0.5 to -1.0 -0.3 to -0.49 -0.1 to -0.29 -0 to -0.09

Table 9. Relationship Strengths

As seen in Table 9, with a correlation coefficient of 0.414 and a p-value of less

than 0.05 given the alpha level of 0.05, it can be deduced that the researchers should

reject the null hypothesis or the assumption that there is no significant relationship

between the canteen service quality and student satisfaction. Furthermore, the canteen

service quality and students’ satisfaction have a moderate positive relationship meaning,

as the service quality of the canteen increases, the level of satisfaction of the students

increases.
 CRITERION PEARSON’S R P-VALUE RELATIONSHIP

TANGIBILITY .474 <.05 Moderate Positive

ASSURANCE .845 <.05 Strong Positive

RELIABILITY .762 <.05 Strong Positive

RESPONSIVENESS -.006 .955 Very Weak Negative

EMPATHY .645 <.05 Strong Positive

STUDENT .414 <.05 Moderate Positive

SATISFACTION

Table 10. Correlation Analysis

Its implications

The results of this study implies that the canteen management should continue to

improve their service quality and give solutions to their pain points such as their

reliability in the services that they provide in order to give better service experience to

their customers which are apparently the students. In addition, when the face-to-face

classes will resume, the canteen must implement innovative ways of catering their

customers; this can increase the morale of the employees, satisfaction of not only the

students so with the faculty, and can possibly reflect better sales and increase in the

canteen’s profitability.
 CHAPTER V

Summary, Conclusions, and Recommendations

This chapter presents the summary of the findings of the study, the conclusions

drawn based on the findings and the recommendations offered.

SUMMARY

The purpose of this study was to examine the relationship between canteen

service quality and student satisfaction of Bachelor of Science in Hospitality

Management 4th Year Students at Tarlac State University's Lucinda Campus. A total of

100 students took part in the survey, 78 female and 28 male. This was done by the use of

a non-experimental research design. The data was obtained using a questionnaire that had

been adopted. The findings of the study were as follows:

1. The level of canteen service quality of Bachelor of Hospitality Management

4th Year Students at Tarlac State University, Lucinda Campus had an overall

mean rating of 4.04 or Excellence. This value was obtained based on the

following indicators and their corresponding mean ratings: tangibility (3.87)

or above average, assurance (3.96) or above average, reliability (3.99) or

above average, responsiveness (4.34) or excellence, empathy (4.03) or

excellence.
 2. The level of student satisfaction in the school canteen of Tarlac State

University, Lucinda Campus is 3.89 or Above average.

3. There is no significant relationship between Canteen Service Quality and

Student Satisfaction with R-values of .414 or moderate positive and

computed p-value is <0.5. Specifically, the following domains of Canteen

Service Quality gained moderate positive relationship on Student

Satisfaction: tangibility r=.474 p=<.05 or moderate positive, assurance r=.845

p=<.05 or strong positive, reliability r=.762 p=<.05 or strong positive,

responsiveness r=-.006 p=.955 or very weak negative, empathy r=.645

p=<.05 or strong positive. All p-values less than 0.05 given the alpha level of

0.05, therefore, the null hypothesis is rejected.

4. The domains of Canteen Service Quality which influence significantly on the

students satisfaction were Tangibility (0.416), Assurance (0.422), Reliability

(0.412), Responsiveness (0.414), Empathy (0.415). Since the computed p-

values of the five domains were less than 0.05, the null hypothesis is rejected.

CONCLUSIONS

Based on the findings of the study, the following conclusions are drawn:

1. The researchers discovered that 75% of the samples' age ranges from 18 to 21

years old, 25% of them came from the age bracket, 22 to 25 years old, and none

of them are from ages 26 and above.

 2. The study shows that The survey's majority of respondents are female, and the

survey's lowest respondents are male. 72% of the sample are female, while 22%

of them are male.

3. The study shows that 97% of the students have a daily allowance ranging from

Php. 100 to Php. 300 while few of them have higher daily allowances.

4. The canteen in Tarlac State University, Lucinda Campus got an Excellent level in

terms of Canteen Service Quality. Whereas, it’s implication that students have

canteen’s facilities and equipments and it’s employees physical appearance.

5. The study shows that the students are satisfied on the Canteen of Lucinda Campus

in terms of personnel, environment, equipments, and tools, which was evident in

the survey where it was interpreted as above average.

6. The study shows that there is no significant relationship between Canteen Service

Quality and Students Satisfaction. Therefore, the researchers reject the null

hypothesis.

7. The study shows that the domains of Canteen Service Quality which include

Tangibility, Assurance, Reliability, and Empathy has significantly influenced

student satisfaction. Therefore, the researchers reject the null hypothesis.

RECOMMENDATIONS

Based on the findings of the study, the following recommendations are offered:

1. Staff at the school canteen may gather feedback from their student customers in

order to enhance their service offering.

2. There is a need to improve the Canteen Service Quality in the University Canteen

in Lucinda Campus, especially with the responsiveness of the personnel towards

the students.

3. The canteen management should continue to improve their service quality and

give solutions to their pain points such as their reliability in the services that they

provide in order to give better service experience to their customers which are

apparently the students.

4. The canteen staffs and head should promote C.A.Y.G (Clean as You Go) to

prevent the place clean and for the students to be disciplined.

5. Students are also provide constructive feedback to the school canteen head and

staffs, which will serve as a foundation for improvements.

6. Staff member should also provide feedback to the school canteen head in order to

improve the school canteen.

7. School canteen authorities should base their products on what students can afford

in order to attract more customers.

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 APPENDICES

Survey Letter

TARLAC STATE UNIVERSITY

COLLEGE OF BUSINESS AND ACCOUNTANCY
DEPARTMENT OF HOSPITALITY AND TOURISM MANAGEMENT
Lucinda Campus, Tarlac City

Survey Questionnaire

November 8, 2021

Dear Respondents:

We the undersigned students are currently undertaking research entitled: Canteen

Service Quality and Student Satisfaction: Inputs towards Canteen Improvement
Efforts in partial fulfillment of the subject Research in Hospitality (TPC 8).

In this regard, we the undersigned would like to solicit your outmost cooperation
by answering the attached questionnaire to generate the data to achieve the objectives of
the study.

Rest assured that any information gathered will be used for research and the
identity with be kept outmost confidentiality.

Attached are the sets of questionnaires for your perusal.

Thank you very much for the great support and contribution to the study.

Truly yours,
Kimberlie Rose F. Benitez
Daisy Bondoc
Alona P. Danting
Ivy Joy V. Rigor
Joshua Mari B. Rodriguez
BSHM 4-3

Noted by:

Ferdinand Y. Silaran, CHP

Subject Teacher
 Survey Questionnaire

1. DEMOGRAPHIC BACKGROUND. Please check only one box.

1) Age

18 to 21 years old

22 to 25 years old

26 years old and above

2) Gender

Male

Female

3) Daily Allowance

Php 100 to Php 300

Php 400 to Php 600

Php 700 to Php 900

Php 1000 above

2) The following questions pertain the Canteen Service Quality be described in terms of

Tangibility, Assurance, Reliability, Responsiveness, and Empathy.

Please rank the following questions using this scales:

5 – Excellence 4 – Above Average 3 – Average

2 – Below Average 1 – Poor

A) TANGIBILITY 5 4 3 2 1

1. Keeping the

Canteen staffs well-

dressed and appear

neat.

2. Having complete

equipment of the

school canteen

3 Providing

comfortable facilities

in the school canteen.

B) ASSURANCE 5 4 3 2 1

1. Showing positive

behavior towards

students.

2. Showing courtesy

and politeness.

3. Conveying trust and

confidence
C) RELIABILITY 5 4 3 2 1

1. Showing sincere

interest to the students

2. Keeping service

accurate

3. Keeping canteen

staffs being cheerful

and kind all the time.

D) 5 4 3 2 1

RESPONSIVENESS

1. Responding

student’s needs

2. Providing good and

quality services

3. Keeping canteen

staffs never bust to

respond their student’s

request.
 E) EMPATHY 5 4 3 2 1

1. Understanding the

specific needs of the

students.

2. Asking students in a

nice and cheerful

manner.

3. Being approachable

and friendly to

students.

3) The following questions pertain the level of Canteen Service Quality and the level of Student

Satisfaction.

A) THE LEVEL OF 5 4 3 2 1

CANTEEN SERVICE

QUALITY

1. Tangibility

2. Assurance

3. Reliability

4. Responsiveness

5. Empathy
B) THELEVEL OF 5 4 3 2 1

STUDENT

SATISFACTION

1. The canteen

personnel are friendly

and accommodating.

2. The canteen

personnel wearing hair

net and gloves to

observe cleanliness in

the preparation and

handling of foods.

3. The utensils, tools,

and equipment used in

the canteen are

sanitized or clean.
The Results of the Survey Questionnaire

The results of our conducted study shown below:

Figure 1. Age

Figure1.2 Gender
 Figure 1.3 Daily Allowance

Table 1. The domain of Canteen Service Quality

Figure 2. Tangibility

Mean Std. Deviation Descriptive Level

Keeping the canteen staffs well-

4.14 .792 Excellence
dressed and appear neat

Having complete equipment of the

4.16 .735 Excellence
school canteen.

Providing comfortable facilities in the

4.19 .787 Excellence
school canteen.

Grand Total 4.16 .77 Excellence

 Figure 2.1 Assurance

Mean Std. Deviation Descriptive Level

Showing positive behavior towards 4.22 .719 Excellence

students.

Showing courtesy and politeness. 4.20 .739 Excellence

Conveying trust and confidence 4.25 .757 Excellence

Grand Total 4.22 .74 Excellence

Figure 2.2 Reliability

Mean Std. Deviation Descriptive Level

Showing sincere interest to the 4.15 .809 Excellence

students

Keeping service accurate. 4.15 .770 Excellence

Keeping canteen staffs being cheerful 4.06 .776 Excellence

and kind all the time.

Grand Total 4.12 0.79 Excellence

 Figure 2.3 Responsiveness

Mean Std. Deviation Descriptive Level

Responding student's needs. 4.13 .774 Excellence

Providing good and quality services 4.13 .761 Excellence

Keeping canteen staffs never bust to 4.16 .825 Excellence

respond their student's request

Grand Total 4.14 0.77 Excellence

Figure 2.4 Empathy

Mean Std. Deviation Descriptive Level

Understanding the specific needs of the students 4.14 .739 Excellence

Asking students in a nice and cheerful manner 4.14 .711 Excellence

Being approachable and friendly to students 4.16 .801 Excellence

Grand Total 4.15 0.75 Excellence

Table 3. Canteen Service Quality and Student Satisfaction level

Mean Std. Deviation Descriptive Level

Level of Canteen Service Quality in 3.87 .960 Above Average

terms of Tangibility

Level of Canteen Service Quality in 3.96 .828 Above Average

terms of Assurance

Level of Canteen Service Quality in 3.99 .882 Above Average

terms of Reliability

Level of Canteen Service Quality in 4.34 2.924 Excellence

terms of Responsiveness

Level of Canteen Service Quality in 4.03 .822 Excellence

terms of Empathy

Grand Total 4.04 1.2832 Excellence

Mean Std. Deviation Descriptive Level

The canteen personnel are 4.00 .865 Above Average

friendly and

accommodating.
The canteen personnel wear 3.94 .886 Above Average

hair net and gloves to

observe cleanliness in the

preparation and handling of

foods.

The utensils, tools, and 3.73 1.004 Above Average

equipment used in the

canteen are sanitized or

clean.

Grand Total 3.89 0.918 Above Average

 CURRICULUM VITAE

BENITEZ, KIMBERLIE ROSE F.

Purok Camarunggayan, Brgy. Danzo,
Gerona, Tarlac
Contact No.: 09166321448
E-mail Address: [email protected]

OBJECTIVE:

• To obtain a position that will use my skills and allow me to learn new skills.

EDUCATIONAL BACKGROUND:

Elementary : Gerona, North, Central, Elementary, School

Poblacion 3, Gerona, Tarlac
(2006-2012)

Junior Highschool : Gerona Junior College

Poblacion 3, Gerona, Tarlac
(2012-2016)

Senior Highschool : STI College of Tarlac

Technology Vocational (Information
Communication Technology)
San Vicente, Tarlac City
(2016-2018)

College : Tarlac State University

(Bachelor of Science in Hospitality Tourism and
Management)
Lucinda Campus, Tarlac City (2018 to
Present)

SEMINARS/TRAINING ATTENDED:

• WORK IMMERSION (80 HOURS)

Cityhall of Tarlac, Brgy. Ligtasan, Tarlac City

March 2, 2018
 • BREAD AND PASTRY TRAINING

Poblacion 3, Gerona, Tarlac

July 23, 2018 to July 27, 2018

• IT SEMINAR

STI College of Tarlac

March 2018

• MAGSAYSAY CENTER SEMINAR

AB Buildng, Lucinda Campus, Tarlac City October

2018

• SK SECRETARY AND TRESURER SEMINAR

DreamWood, Brgy. Magaspac, Gerona, Tarlac

August 2019

• THE MILLENIAL THOUGHT: CAREERS IN THE HOSPITALITY INDUSTRY

Hospitality Management of SLU Baguio November 28,

2020

SKILLS:

• Cooking, Baking, and Food Preparation

• Creativeness

• Time Management

• Computer Literate (Lay Outing, Microsoft Word, PowerPoint, Editing Video and Pictures)

• Independent and Self-Improvement

PERSONAL DATA:

Date of Birth : June 08, 2000

Age : 21
Place of Birth : Tarlac City
Height : 5’0
Weight : 47
Religion : Roman Catholic
Language/Dialect Spoken : English, Tagalog, Ilocano

I hereby certify that all information is true and correct.

KIMBERLIE ROSE F. BENITEZ

Applicant’s Signature
BONDOC,DAISYLYN _
[email protected]
09121529712
Sapang Maragul, Tarlac city

PERSONAL INFORMATION

Date of Birth : September 2, 1998 Birth Place : Marilao,Bulacan

Age : 23 Sex : Female
Civil Status : Single Citizenship : Filipino
Height : 5’7" Weight : 60

FAMILY BACKGROUND
Mother’s Name: Mari-joy Bondoc Occupation: sales woman
EDUCATIONAL BACKGROUND
Tertiary Tarlac State Unversity
Romulo Blvd, Tarlac City, Tarlac
Bachelor of Science in Hospitality Management
(2018 – Present)

SENIOR HIGH New Christian Academy

SCHOOL Tibag, Tarlac City, Tarlac
Accounting and Business Management
(2016 – 2018)

JUNIOR HIGH Talac National High School

SCHOOL San Roque, Tarlac City, Tarlac
(2012 – 2016)

ELEMENTARY Sapang Maragul Elementary School

Sapang Maragul, Tarlac City, Tarlac
(2006 – 2012)
CHARACTER REFERENCE

Jay flores
Teacher
+63 935 150 5981

I hereby certify that the above information is true and correct to the best of my
knowledge.

Daisylyn Bondoc
Applicant
ALONA P. DANTING
#69 Street, Sinigpit, Paniqui, Tarlac
Contact No: 09101413920
Email Address: [email protected]

JOB OBJECTIVE
To secure a challenging position in a reputable organization to expand my learning, knowledge,
and skills. A highly organized and hardworking individual looking for a responsible position to
gain practical experience. And to get experience and apply it on the actual work.

PERSONAL DETAILS

Age: 21
Date of Birth: November 2, 1999
Gender: Female
Civil Status: Single
Height: 5’4
Religion: Iglesia Ni Cristo
Nationality: Filipino

EDUCATIONAL BACKGROUND

Tertiary: Tarlac State University

BS Hospitality Management
Romulo Blvd., San Vicente, Tarlac City
2018 - Present

Secondary: Central Institute of Technology

2012 - 2018

Primary: Sinigpit Elementary School

2006 - 2012
 HIGHLIGHTS OF QUALIFICATION

 Excellent communication skills

 Great understanding
 Ability to work efficiently and with progress
 Ability to work well under pressure
 Trustworthiness

WORK/EXPERIENCES & TRAINING ATTENDED

 Calm Belly
Paniqui Tarlac
Work Immersion (November 2018)

 National Certificate Level II in “Food and Beverages Services”

Technical Education and Skills Development Authority
Certificate No. 17036902002176
Issued on: March 27, 2017

I hereby certify that the above information is true and correct to the best of my knowledge and
belief.
Curriculum Vitae of

IVY JOY RIGOR

Contact No. 09685851648

Email Address: [email protected]

Objective: To obtain a position that will enable me to enhance my skills, knowledge and ability to work
well with people which allow me to be more professional.

EDUCATIONAL BACKGROUND

Quaternary Education : Tarlac State University

Bachelor of Science in Hospitality and Tourism

Management Lucinda Campus, Tarlac City

(2018 to present)

Senior High School : Makabulos Memorial High School

Victoria Tarlac

(2016-2018)

Secondary Education : Makabulos Memorial High School

Victoria Tarlac

(2012-2016)

Primary Education : Victoria West Central Elementary School

Victoria Tarlac

(2006-2012)
 SKILLS/EXPERTISE

 Computer Literate
 Have analytical mind to solve problem
 Capable and willing to perform with time management
 Efficient in writing and verbal communication
 Loyal and Discreet

WORK EXPERIENCE

 Work Immersion (80 hours)

La Maja Rica Hotel
Ligtasan Street Corner,
MacArthur Highway Tarlac

PERSONAL INFORMATION

Age : 21 years old

Date of Birth : March 12, 2000
Place of Birth : Canarem, Victoria, Tarlac
Nationality : Filipino
Civil Status : Single
Sex : Female
Height : 5’0
Weight : 47
Religion : INC
Mother’s Name : Edna Rigor
Father’s Name : Eduardo Rigor

SEMINARS AND TRAINING

 Forum on Nuclear Energy

(October 23, 2020 via zoom)
 Magsaysay Center Seminar
(AB Building Lucinda Campus, Tarlac City)
2018

CHARACTER REFERENCE

 Edna V. Rigor
Guardian
09460303358

I hereby certify that all information is true and correct to the best of my knowledge.

IVY JOY V. RIGOR

Applicant Signature
RODRIGUEZ, JOSHUA MARI B.
Home Address: Teresa Homes, Tibag, Tarlac City
Contact Number: 0951-3168-138
Email Address: [email protected]

Objective: To be part of your growing company that will offer immediate challenge, career,
opportunity, and future growth in individual’s initiative and knowledge that will benefit me and
the company.

EDUCATIONAL BACKGROUND:
Bachelor of Science in Hospitality Management
Tarlac State University
August 2018 – 2022

Senior High School

Ecumenical Christian College
2016 – 2018

Junior High School

Ecumenical Christian College
2012 – 2016

Elementary School
Fairlane Young Achievers School
2006 – 2012

WORK EXPERIENCES:
Production Area
Cindy’s Bakery Factory Outlet
November 2017 – January 2019

Service Crew
Tessies Grill
January 2019 – March 2020
 TRAININGS AND SAMINARS ATTENDED:
Work Immersion
Ecumenical Christian College
November 2017

Shakey’s Seminar
Tarlac State University
November 2018

Project 3B: Building from the Ground up: Begin, Believe, Become
Tarlac State University
November 2020

PERSONAL QUALIFICATIONS:

Teamwork skills
Leadership skills
Interpersonal skills
Enthusiasm and personal drive
Attention to detail
Initiative

PERSONAL DATA :
Age : 21 years old
Nationality : Filipino
Date of Birth : October 1, 1999
Place of Birth : Tarlac City
Height : 5’4
Weight : 48 kg.

CHARACTER REFERENCES:
Mr. Ferdinand Y. Silaran
College Proffesor
Tarlac State University
Contact Email: fysilaran.tsu.edu.ph

Ms. Eunice Donato

Senior High School Adviser
Ecumenical Christian College
Contact Number: 0907-3345-007

I hereby certify that the above all statements above are true and correct to the best of my
knowledge.

RODRIGUEZ, JOSHUA MARI B.

APPLICANT’S SIGNATURE