1

Chapter 1

INTRODUCTION

Rationale

Canteens serve as a convenient option for customers who need a quick and affordable meal

during the day. However, despite the convenience, customers may not always be satisfied with the

services provided by the canteen. To ensure that canteen services continue to meet the needs and

expectations of customers, it is important to evaluate and identify areas of improvement. The

evaluation should take into account the specific needs and preferences of customers, as well as any

external factors that may impact their satisfaction levels. One of the findings of a study conducted by

Chen et al. (2019) in Taiwan, food quality was identified as the most critical factor affecting customer

satisfaction with canteen services. The study found that customers rated food quality as significantly

more important than other factors such as price, variety and service speed. Similarly, a study

conducted by Ismail et al. (2017) in Malaysia, food quality was identified as the primary driver of

customer satisfaction with canteen services. In addition to food quality, several other factors can

impact customer satisfaction with canteen services.

Similarly, a study conducted by Ylanan and Llorente (2018) in a public university in Cebu City

found that food quality and variety were the most critical factors affecting customer satisfaction with

canteen services. The study also revealed that students and faculty members preferred healthy food

options and affordable prices. Additionally, the study found that service speed and cleanliness were

essential predictors of customer satisfaction. Abellana and Pineda (2019) in a private school in Cebu

City found that food quality and price were the two most significant factors affecting customer

satisfaction with canteen services. The study also revealed that students preferred a diverse menu

selection and healthy food options. Additionally, the study found that service speed and cleanliness

were significant predictors of customer satisfaction.

In some aspects, Galabo's (2019) research focused on the relationship between the quality of

canteen services and student satisfaction at Mintal Comprehensive High School in Tugbok, Davao
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City, Philippines. To evaluate student satisfaction, the study examined factors such as the canteen's

ambiance, cleanliness, facilities, features, and prices. The findings revealed that students were

moderately satisfied with the quality of canteen services. Moreover, there was a strong positive

correlation between canteen service quality and student satisfaction, particularly in the areas of

tangibility, reliability, responsiveness, and empathy. The study also showed that improving tangibility,

responsiveness, and empathy could significantly increase student satisfaction. Therefore, the study

recommends that school canteen managers should work to enhance the quality of services provided

to students.

The international, national and local study focuses on the food quality and canteen services

quality and how does it affect the customer’s satisfaction, while this study aims to evaluate the canteen

services provided by a particular institution and identify areas of improvement to enhance customer

satisfaction. Concerning the services and areas for improvement to increase customer satisfaction, a

study exists at Davao Oriental State University, San Isidro Extension Campus, specifically among

students, faculty and staff who purchase in the canteen. The results of this study will be valuable to

the institution in improving their canteen services and ensuring customer satisfaction. All of this means

that the purpose of this study is to determine which areas of the canteen services should be improved

in order to increase customer satisfaction. Therefore, this study will be entitled as “An evaluation of

Canteen Services: Identifying Areas for Improvement to Enhance Customer Satisfaction “ that entails

and expects to know and identify what areas for improvement between the independent variable,

Canteen Services and the dependent variable, Customer Satisfaction.

Research Objectives

This study aims to identify the areas where canteen services can be improved in order to

increase customer satisfaction. The objectives of the study are the following:

1. To measure the level of customer satisfaction in terms of customer feedback and surveys.
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2. To measure the level of canteen services in terms of food quality, sanitation, pricing, facilities

and service speed and efficiency.

3. To determine the significant relationship between customer satisfaction and canteen

services.

Hypothesis

The null hypothesis of the study will be tested at 0.05 level of significance.

HO1: There is no significant relationship between the canteen services provided and customer

satisfaction.

Review Related Literature

Presented in this chapter the literatures and studies gathered from online journal resources

used by the researchers who was seeking of this paper as a guide in order to have a more accurate

studies. This related literature helped the researchers have a better understanding and a wider

perspective on the topic gathered.

Canteen Services

According to Marroquin and Brandt (2014) stated that even though services usually tend to be

“naturally intangible” which means it cannot be remove or destroy, rather than an abject with the

opposite nature, it might not be a clear feature after all. And it is the cause of many services or facilities

that can provide an output that is compound by tangible components, such as product, equipment,

physically entity and even staff. Moreover there are facility activities composed by two stages, and it

is the interaction between the customer and the provider is being held, while the second stage might

take time to take advantage to be visible actions. In addition they stated also that the best example

for assumption in the service offered by a canteen catering provider, because it composed of wide

variety of retailing foods and drinks.

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On the other hand, Omadto (2016) reported on studies conducted in the Philippines that each

canteen management and facility complies with operational management guidelines established by

the Department of Education through an order. The purpose of the guidelines was to rationalize the

management of school canteens in the public and private academic systems in order to ensure that

the schools canteen shall contribute to the elimination of malnutrition among children. A formal

management agreement outlining the terms and conditions must be signed by the relevant

management parties, such as the principal, school council, or the private contractor, before school

canteens can operate under any of a number of management structures.

According to Alger (2017), school canteens in Australia are an essential or integral part of the

learning environment and the best place to promote healthy eating. The study found that providing a

sustainable, healthy school canteen menu was largely dependent on the support and resources made

available by the school system. Healthy menus may be challenging to implement when the canteen

is not supported by the school system, and a number of factors, including maintaining profit, reduced

volunteer support, and student choice, had a negative impact on what was sold. Since children and

young adults spend the majority of their time in schools, schools are the best place to implement

solutions to overeating and obesity.

According to (Sigua, 2017), the Department of Education is responsible for giving and

supporting the student’s health and well-being through its curriculum. Moreover, it encouraged the

schools to implement some complete health programs, including food and health nutrition education.

The researcher said the that canteen should serve as the place or venue for the development of eating

habits, in addition the canteen should also serve as the laboratory for Home Economics which will

provide hands on training for the students and employees on planning, purchasing, preparation of

safe nutrition meals.

Provide a service to the school community by offering a variety of nutritious and visually

appealingly presented food and beverages at a reasonable cost, as well as reinforce classroom

learning. According to Galabo (2019), a canteen is a place where food is served and eaten, as well

as a place where various snack and drink products are sold. A school uses a canteen to meet the
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food and nutritional needs of its students so that they have the energy to complete the tasks for the

day. The Department of Education is deeply committed to promoting students' health and well-being

through its school curriculum and a variety of initiatives that provide opportunities for physically fit

individuals who enjoy eating healthy food. Comprehensive health and well-being programs, including

food and nutrition education, are encouraged to be implemented in schools. The establishment and

operation of a school canteen is critical in developing a love of and interest in purchasing nutritious

foods.

One of the findings, in the study of Ndung’u et al. (2017) found that the quality of canteen

services in the selected schools was generally poor, with most canteens lacking proper hygiene and

food safety practices. The study also found that the nutritional status of the children was poor, with a

high prevalence of under nutrition and overweight. The authors concluded that improving the quality

of canteen services in primary schools is crucial in improving the nutritional status of school children

in Kenya. They recommended the development and implementation of policies and guidelines for

canteen services in schools and the training of canteen staff on food safety and nutrition.

Similarly, a study conducted by Dela Cruz et al. (2015) the nutritional status of children in Davao

City, Philippines was found to be poor, with a high prevalence of both under nutrition and overweight.

The authors of the study recommended that in order to improve the nutritional status of school children

in the area, it is important to improve the quality of canteen services in public elementary schools.

They suggested that policies and guidelines for canteen services in schools should be developed and

implemented, and that canteen staff should receive training on food safety and nutrition.

Moreover, the study of Rodriguez, Marla B. et al. (2016) showed that the knowledge and

attitude of the canteen personnel towards food safety were generally good, but their practices were

inadequate. The study also found that there were several gaps in the implementation of food safety

practices, such as inadequate hand washing facilities and the use of unclean utensils. The authors

concluded that there is a need to improve the food safety practices of school canteen personnel in

public schools in Quezon City, Philippines, through the development of policies and guidelines and
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the provision of training and support. They also recommended regular monitoring and evaluation of

food safety practices in school canteens.

Food Quality

A study conducted by Namuag et al. (2019) revealed that the customers of DOSCST were

overall contented with the quality of services offered by the canteen. Despite the positive feedback,

there were specific aspects that necessitated amelioration, particularly the quality and variety of food

items. In addition, the research participants highlighted some concerns regarding the hygiene

standards and availability of seats in the canteen during peak hours. Therefore, the study implies that

there is a need for the canteen management to focus on enhancing the food quality and variety,

cleanliness, and seating arrangements to ensure that the customers are satisfied and contented.

In some aspects, Batay-an and Yap (2019) conducted a research on the correlation between

customer satisfaction and loyalty towards canteen services in a public university located in the

Philippines. According to their findings, customer satisfaction had a significant and positive impact on

customer loyalty towards the canteen services. Furthermore, the study found that food quality, service

quality, and price were the primary factors that influenced customer satisfaction. The results suggest

that maintaining high standards in these areas could potentially lead to an increase in customer loyalty

towards canteen services in public universities.

According to Querubin, M. J.B., & Lora, M. L (2019), showed that the customers were generally

satisfied with the food quality and safety in school canteens, but there were areas for improvement.

For example, customers expressed concerns about the cleanliness of utensils and the use of gloves

by food handlers. The study also found that food safety and hygiene practices of food handlers were

significantly related to customer satisfaction with food safety and hygiene.

A study by Arambulo and Ramirez (2018) examined the relationship between food quality and

customer satisfaction in canteens of the University of the Philippines Diliman. The research revealed

that food quality significantly influences customer satisfaction, with taste, freshness, and variety being

the most important factors. These findings underscore the importance of maintaining high standards

of food quality to ensure customer satisfaction, leading to increased business success. However, it is
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essential to note that other factors such as service quality, ambiance, and convenience may also play

significant roles in determining customer satisfaction levels in the food service industry, as suggested

by some studies (Bowen & Morris, 2017). Thus, it is crucial to consider all these factors when

designing effective strategies for improving customer satisfaction in the food service industry.

According to the of Sifolo, M., Mugambi et al. showed that the customers were generally

satisfied with the food quality and safety in school canteens, but there were areas for improvement.

For example, customers expressed concerns about the cleanliness of utensils and the use of gloves

by food handlers. The study also found that food safety and hygiene practices of food handlers were

significantly related to customer satisfaction with food safety and hygiene.

Sanitation

According to the study of Odebiyi et al. (2018) in Canteen Services in Nigeria showed that

sanitation is an important factor in customers’ satisfaction with canteen services, and that canteen

operators should prioritize cleanliness and hygiene to improve customer satisfaction and loyalty. The

study found that customers’ satisfaction with canteen services was significantly influenced by the

cleanliness and hygiene of the canteen. Specifically, customers who perceived the canteen to be

clean and hygienic reported higher levels of satisfaction with the food quality, service quality, and

overall experience.

Sarenas et al. (2018) conducted a research called Sanitation practices in canteens and their

relationship to students’ satisfaction and food safety in selected schools in Davao City, Philippines.

The study concludes that sanitation practices are important factors in students’ satisfaction and food

safety awareness in canteens in Davao City, Philippines. The study also found that sanitation

practices in canteens were significantly associated with students’ satisfaction and food safety

awareness. Specifically, students who perceived the canteen to have good sanitation practices

reported higher levels of satisfaction with the food quality, service quality, and overall experience, and

were also more aware of food safety issues.

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Pricing

Ambe and Caberte (2017) stated that customers who perceived the supermarket prices to be

fair and reasonable had higher levels of satisfaction with the supermarket’s overall service quality and

were more likely to return and recommend the supermarket to others. On the other hand, customers

who felt that the supermarket prices were too high or unfair were less satisfied with the service quality

and were less likely to return or recommend the supermarket. The study suggests that supermarkets

in the Philippines should carefully consider their pricing strategies and ensure that they are perceived

as fair and reasonable by their customers in order to improve customer satisfaction and loyalty.

According to the study conducted by S. Jang et al. (2016) in South Korea showed that

perceived price fairness had a positive impact on behavioural intentions such as willingness to

recommend and willingness to revisit the cafeteria. The Study also found that situational factors, such

as the time of day, the day of the week, and the number of people in the group, moderated the

relationship between price fairness and customer satisfaction.

According to a study carried out by J.A. Hermoso and J. Paradero (2019) in Davao City,

customers who believed that the prices at a fast food restaurant were reasonable and provided good

value for money had a higher level of satisfaction with the quality of service they received from the

restaurant. These customers were also more likely to return to the restaurant and recommend it to

others. Conversely, customers who thought that the prices were too high or unreasonable were less

satisfied with the quality of service and less likely to return or recommend the restaurant. The study

indicates that fast food restaurants in Davao City should be cautious when setting prices and should

strive to ensure that customers perceive their prices as reasonable and offering value for money, in

order to increase customer satisfaction and loyalty.

Facilities

According to the study conducted by Adegboye et al. (2018) in Nigeria concludes that facilities

in canteen services play a significant role in enhancing customer satisfaction in canteens. Therefore,

canteen managers should invest in improving the physical environment, equipment, and seating
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arrangements to enhance customer satisfaction. Additionally, canteen managers should also focus

on improving the quality of food, hygiene, and customer satisfaction in canteens.

A study conducted by Ladera et al. (2014) in Metro Manila found that facilities and layout have

a significant impact on customer satisfaction in retail stores in the Philippines. Specifically, customers

were more satisfied when stores had comfortable and attractive facilities, clean and well-maintained

restrooms, adequate parking facilities, and organized and easy-to-navigate store layouts. The study

suggests that retailers in the Philippines should focus on improving their facilities and layout to

enhance customer satisfaction and loyalty. The findings of this study can also be applied to other

types of facilities, such as hotels, restaurants, and hospitals, as customers in these settings also value

comfortable and attractive facilities, cleanliness, and well-organized layouts.

Service Speed and Efficiency

The study conducted by Abdallah and Abdelraheem in 2021 which was conducted in public

university in Egypt found that faster and more efficient service leads to higher customer satisfaction

in canteens located within higher education institutions. The study emphasizes the importance of

improving service speed and efficiency to enhance customer satisfaction. However, a more laid-back

atmosphere could also result in higher customer satisfaction.

According to the study by Pasco et al. (2018) which is conducted in Metro Manila, that service

speed and efficiency had a significant impact on perceived service quality, along with other factors

such as cleanliness and food quality. The study suggests that fast-food chains should focus on

improving service speed and efficiency to enhance customer satisfaction and loyalty.

On some aspects, in relation with the services, a study conducted by Palacios et al. (2019)

found that the hotels and restaurants in Davao City, Philippines, need to improve their service quality,

particularly in the areas of responsiveness and reliability. The study also found that customer

satisfaction and loyalty are positively correlated with service quality, indicating that improving service

quality can lead to increased customer satisfaction and loyalty.

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Customer Satisfaction

Customer satisfaction in marketing is the most frequently used instrument for a key

performance of many businesses, according to Kumaradeepan et al. (2015). A company's ability to

deliver goods and services that meet or exceed customer expectations is also measured. Since

customer expectations are based on self-satisfaction, maintaining customer loyalty is becoming

increasingly important for both the long-term and short-term survival of businesses.

Manesh (2013) et al., on the other hand, claimed that customer satisfaction is a mental state

in which customers believe that the product's features are compatible with their unique expectations.

Additionally, if the performance falls short of expectation, the customer is dissatisfied, and if it matches

the expectation, the customer is satisfied.

A study conducted of Ishaq et al. (2017) which was conducted in Pakistan, show that service

quality and customer satisfaction are important factors in building customer loyalty in the banking

sector, while loyalty programs have a less significant impact. The authors suggest that banks should

prioritize improving service quality and customer satisfaction to enhance customer loyalty.

Risonar and Rivera (2018), a study which was conducted in Philippine banking industry, show

that customer satisfaction has a significant positive effect on customer loyalty, and that trust and

commitment mediate the relationship between these two constructs. The authors suggest that banks

in the Philippines should focus on building trust and commitment with their customers in order to

increase customer satisfaction and loyalty.

Customer Feedback

A study conducted by Namuag et al. (2019) revealed that the customers of DOSCST were

overall contented with the quality of services offered by the canteen. Despite the positive feedback,

there were specific aspects that necessitated amelioration, particularly the quality and variety of food

items. In addition, the research participants highlighted some concerns regarding the hygiene

standards and availability of seats in the canteen during peak hours. Therefore, the study implies that
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there is a need for the canteen management to focus on enhancing the food quality and variety,

cleanliness, and seating arrangements to ensure that the customers are satisfied and contented.

According to Voss 2018, another crucial aspect of service management that may be impacted

by national culture is how service firms handle customer feedback. The customer satisfaction literature

has traditionally viewed customer feedback in terms of how it affects the market through effects on

word-of-mouth referrals, wants, and needs, particularly latent needs. Finally, customer feedback offers

data that can be used to enhance service delivery and service design. By modifying customers'

perceptions of the service being offered or indirectly through process improvements, customer

complaints can be used to raise service quality and, by extension, increase customer satisfaction.

Survey

In the study by Baumann and Elliott (2012) about Modeling Customer Satisfaction and Loyalty:

Survey Data versus Data Mining. They looked into the connection between customer loyalty and

satisfaction and found contradictory findings. In this study, customer loyalty is defined as consumers'

behavioural intentions, more specifically, their intentions to continue doing business with their bank

over the long term. A number of customer loyalty models are created using information typically found

in customer records that banks can easily access, such as demographic information like age and

gender as well as additional information collected through customer surveys. Thus, customer profiling

based on survey data can offer more explanatory power than data mining models.

According to Yang (2010), the goals of a customer satisfaction survey include identifying both

areas for strength and improvement as well as learning the actual level of satisfaction. Businesses

can boost profits and customer satisfaction by implementing continuous improvement strategies.

Customers evaluate a product or service's quality by taking into account a number of critical quality

attributes, so businesses must focus on improving the critical attributes with the lowest levels of

customer satisfaction.
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Theoretical Framework

This study is anchored in Maslow's Hierarchy of Needs Theory. A motivational theory that was

introduced by psychologist Abraham Maslow in 1943. This theory suggests that human needs are

arranged in a hierarchy, with the most basic needs at the bottom and the most complex needs at the

top. According to Maslow, individuals must first satisfy their basic needs before they can move on to

fulfilling higher-level needs. In the context of canteen services, the basic physiological needs of

customers for food and water must be met before higher-order needs can be addressed. Canteen

services must ensure that they provide customers with a variety of nutritious and appealing food

options that cater to different dietary requirements. This includes providing vegetarian vegan, gluten-

free, and other options for those with dietary restrictions or preferences. The food must also be of high

quality, fresh, and nutritious to meet customers' physiological needs. This theory provides a framework

for understanding customers' needs and how canteens can work towards meeting those needs. By

providing a variety of nutritious and appealing food options, creating a clean and welcoming

environment, offering high-quality service, and promoting personal growth and development,

canteens can meet customers' needs and promote satisfaction and loyalty.

The study of Osman et al. (2013) examined the relationship between canteen food quality and

students' satisfaction in the context of Maslow's Hierarchy of Needs theory. Specifically, they argued

that food is a basic physiological need that must be met in order for individuals to progress up the

hierarchy towards higher-level needs such as safety, love/belonging, esteem, and self-actualization.

They noted that when individuals' basic physiological needs are not met, they may experience

negative emotions such as hunger, discomfort, or frustration, which can lead to lower levels of

satisfaction with canteen services. Therefore, they suggested that canteen operators should prioritize

food quality in order to meet students' basic needs and promote higher levels of satisfaction and well-

being.

Additionally, Venkatraman (2011) in his paper “A Study on Employee Satisfaction with Canteen

Services,” Venkatraman uses Maslow’s hierarchy of needs to analyze the factors that contribute to

employee satisfaction with canteen services. He suggests that canteen services should be designed
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to satisfy employees’ physiological needs, safety needs, and belongingness needs by providing a

variety of nutritious food options, a safe and secure environment, and opportunities for social

interaction.

On the other hand, Sheikh and Jadoon (2017) , in their paper “An Empirical Study on the

Relationship between Canteen Services and Job Satisfaction,” the authors use Maslow’s theory to

argue that canteen services can play an important role in satisfying employees’ basic needs and

improving their job satisfaction. They suggest that canteen services should be designed to satisfy

employees’ physiological needs, safety needs, and belongingness needs by providing healthy and

hygienic food options, a safe and secure environment, and opportunities for social interaction.

Canteen Services Customer Satisfaction

 Food Quality  Customer Feedback

 Sanitation  Survey

 Pricing

 Facilities

 Service Speed and

Efficiency


Independent Variable Dependent Variable

Figure 1: Conceptual Framework

As shown above is a two diagrams of variables of the study, “An evaluation of Canteen

Services: Identifying Areas for Improvement to Enhance Customer Satisfaction”. The first diagram on

the left is the Independent Variable of the study which is the “Canteen Services” consists of five (5)
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indicators: Food Quality, Sanitation, Pricing, Facilities and Service Speed and Efficiency. The other

diagram on the right is the Dependent Variable of the study which is the “Customer Satisfaction” and

has two (2) indicators: Customer Feedback and Surveys. The arrow between the two variables which

makes them look like they are connected just signifies the assumed relationship of the independent

variable and dependent variable.

Significance of the Study

This study is conducted to identify the areas for improvement with the canteen services in

enhancing the customer satisfaction. The results of this study is beneficial to the canteen managers,

school administrator, students, instructors and to the future researchers.

Canteen Manager. This may provide the data required for canteen managers to identify priority

areas for improving canteen services in order to better serve its customers. This also encourages

school canteen managers to improve their service.

School Administrator. This may provide information as basis for policy formulation and

improvement of canteen services provided for students. This may also assist in providing assistance

in the provision of canteen facilities as part of the school improvement plan.

Students. This research may help students understand the realities of canteen operations and

the basic services that the school is expected to provide.

Instructors. This study may encourage instructors to give feedback to the administration and

school canteen manager for improvement of services like affordable prices, nutritional foods, facilities,

maintaining cleanliness and sanitation.

Future researchers. This can be used as a guide and a point of reference for students and

new researchers who want to study about customer satisfaction with the canteen services.
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Definition of Terms

Canteen. An establishment in DORSU-SIEC where the respondents use for purchasing goods

and service.

Services. An activity or process in DORSU-SIEC designed to provide assistance or support to

individuals, organizations, or communities.

Canteen Services. Services provided in the canteen, offering good quality of service to the

canteen consumer.

Customer Satisfaction. The level of customer satisfaction with canteen services, including

their opinions of the quality of the food, the level of service, the cleanliness of the facility, the ease of

use, and the overall value for the money

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Chapter 2

METHOD

This chapter presents the methodology of the study which represents the following area

to elaborate and discuss the methods that have been used and how to study was systematically

conducted.

Research Design

This study employed the quantitative research design employing the descriptive-

correlational method of research with the aid of the researcher made questionnaire as a tool in

gathering the data. This method is being used in order for the survey to be reliable and valid, it is

important that the questions are constructed properly. The descriptive correlation method can be used

to analyse the relationship between various aspects of canteen services and customers' satisfaction

levels. Descriptive-correlational design measures the relationship between two or more variables,

gives an indication of how one variable may predict another variable, (Fluid, 2014).

Research Locale

The place where the study conducted will be in Davao Oriental State University-San

Isidro Extension Campus (DORSU-SIEC) located at Sitio Malacabac Barangay Batobato, San Isidro

Davao Oriental. The institution consists of four (4) courses and one (1) group of population of faculty

and staff which will serve as respondents.

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DORSU-SIEC

Figure 2. Map showing the location of the study.

Sitio Malacabac Barangay Batobato, San Isidro, Davao Oriental.
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Population and Sample

This study will focus only the responses perceived by the selected students in each

courses which is the BEED, BSBA, BSA, BSC and faculty and staff in Davao Oriental State University

San Isidro Extension Campus S/Y 2022-2023, Second Semester. In order to collect data, we use

stratified random sampling to select our respondents. The popular Slovin’s formula were used to get

the sample size of the respondents. Since the respondents came from different group of people in

DORSU-SIEC a sample were taken from campus faculty and staff and each courses.

𝑵
Slovin’s Formula: 𝒏=
𝟏+𝑵𝒆𝟐

Where 𝒏 refers to the sample size, 𝑵 is the population size, and 𝒆 is the desired margin of error. In

this research study, 95% level of confidence would be applied which means 5% or 0.05 margin of

error. The population size will be collected from the DORSU-SIEC total students, faculty and staff

population.

𝑁
𝑛=
1 + 𝑁𝑒 2

1028
𝑛=
1 + 1028(0.05)2

1028
𝑛=
3.57

= 288

The research identified 288 respondents to represent the whole population in DORSU-SIEC.
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Table 1. Distribution of Respondents of the Study

Department Total Population Total Percentage Number of

Needed for Respondents

Respondents

BSBA 409 39.78% 115

BEED 157 15.27% 44

BSC 258 25.09% 72

BSA 163 15.85% 46

FACULTY & STAFF 41 3.98% 11

TOTAL 1028 99.97% 288

This study will not address any issues that are not directly related to canteen services

and student satisfaction. Each respondent is given a survey questionnaire to answer. The result of

the study is applicable to the customers and will not be a measure of satisfaction for those who are

studying and working inside the campus. The main source of data will be the questionnaire, which is

prepared by the researchers.

Research Instrument

The researcher will use survey questionnaire in order to gather relevant answer to the

respondents. The questionnaire was drafted and evaluated by the pool of experts for approval. There

are 4 questions in each indicator to answer question in each variable.

To measure the level of customer satisfaction as perceived by Davao Oriental State University-San

Isidro Extension Campus students and staffs, the following measuring tool was used:

Range of means Level Descriptive Description

Equivalent
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This indicates that the customer’s

satisfaction embodied in the item
4.20-5.00 5 Very High is very well practiced and very
much evident.
This indicates that the customer’s
satisfaction as embodied in the
3.40-4.19 4 High item is well practiced and
oftentimes evident.

This indicates that the customer’s

satisfaction as embodied in the
2.60-3.39 3 Moderate item is slightly practiced or
sometimes evident.
This indicates that the customer’s
satisfaction as embodied in the
1.80-2.59 2 Low item is rarely practiced and not so
evident.
This indicates that the customer’s
satisfaction as embodied in the
1.00-1.79 1 Very Low item is not practiced and not
evident.

To measure the level of Canteen Services of the Davao Oriental State University-San Isidro Extension

Campus the following measuring tool was used:

Range of means Level Descriptive Description

Equivalent

This indicates that the canteen

services as embodied in the item is
4.20-5.00 5 Very High very much evident.

This indicates that the canteen

services as embodied in the item is
3.40-4.19 4 High oftentimes evident.

This indicates that the canteen

services as embodied in the item is
3 Moderate sometimes evident.

2.60-3.39

This indicates that the canteen

services as embodied in the item is
1.80-2.59 2 Low not so evident.

This indicates that canteen

services as embodied in the item is
1.00-1.79 1 Very Low
not evident.
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Data Collection

The collection of the data started by considering the important steps in the research process.

The necessary data underwent the following data collection:

The researcher asked for a permission to conduct the study, the study on evaluation of canteen

services, identifying areas for improvement in enhancing customer satisfaction, was authorized by a

letter of permission, to be conducted in Davao Oriental State University-San Isidro Extension Campus.

A letter request was forwarded to the campus were the study will be conducted for permission. The

arrangement was done regarding the conduct of the study. The consented authorization letter was

distributed for approval to the school’s faculty.

After the approval, the researcher will personally administer the survey questionnaire to the

campus respondents. Respondents will receive a detailed explanation of the permission form during

the survey. This shows that participants are not included in research studies without their consent, the

safety of the participants from harm, and protect the researchers from accusations of conducting

unethical or dishonest research. This research does not forced respondents to answer or participate

the survey.

The data gathered will be analysed and interpreted confidentially to ensure the ethical

considerations ensured in the whole duration of the research. Appropriate statistical tools will be used

in the analysis and interpretation.

Statistical Tools

After gathering all the data needed in the study, these were the following statistical tools used

in the study to analyse all the data collected:

Mean – this was utilized to level the customer satisfaction and canteen services of Davao

Oriental State University- San Isidro Extension Campus.

Pearson R Correlation – to determine if there is a significant relationship between customer

satisfaction and the canteen services of Davao Oriental State University-San Isidro Extension

Campus.
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“An evaluation of Canteen Services: Identifying Areas for Improvement to Enhance Customer

Satisfaction “

Note: I would appreciate it if you could fill out the table below. Any information gathered in relation to

this study that can be linked to you will remain confidential.

Respondent’s Details:

Name: Age: Gender: Male Female

Mobile number:

Strongly agree (5) Agree (4) Neutral (3) Disagree(2) Strongly disagree(1)

Part 1. Canteen Services

Factors 5 4 3 2 1

Food Quality

I am satisfied with the food provided in the

canteen.

The food options on the menu meets my dietary

needs.

I am satisfied with the taste of the food in the

canteen.

I am satisfied with the food meeting my

expectation in terms of presentation and visual

appeal.

Sanitation

I am satisfied with the cleanliness of the canteen

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I am satisfied with the availability of hand

sanitizer and handwashing facilities in the

canteen area.

The utensils and food equipment are cleaned

and sanitized.

The surfaces in the canteen area are cleaned

and disinfected

Pricing

I am very satisfied with the variety of pricing

options available in the canteen.

I am satisfied with the value for money and

services provided in the canteen.

I am very satisfied with the consistency of

pricing in the canteen.

I am very satisfied with the affordability of the

food and drinks in the canteen.

Facilities

I am extremely satisfied with the overall

condition and maintenance of the canteen

facilities.

I am very satisfied with the availability of natural

light in the canteen.

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I am extremely satisfied with the quality and

availability of seating arrangements in the

canteen.

I am completely satisfied with the overall

ambiance of the canteen.

Service Speed and Efficiency

I am extremely satisfied with the speed of

service in the canteen during peak hours.

I am extremely satisfied with the efficiency of the

service in the canteen during peak hours.

I am extremely satisfied with the friendliness and

helpfulness of the canteen staff.

I am satisfied with the accuracy of my order in

the canteen.
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Part 2. Customer Satisfaction

Factors 5 4 3 2 1

Customer Feedback

I can give a positive satisfaction feedback for the

canteen.

I would love to recommend the canteen to my

classmates.

I would like to often provide feedback to the

canteen regarding with the services and my

satisfaction.

I am satisfied with the level of customer service I

receive from the canteen.

Survey

I am satisfied with the overall experience of

taking this customer satisfaction survey.

I believe this survey accurately captures my

level of satisfaction with the canteen services.

It is easy for me to answer the questions in this

survey about my satisfaction in the canteen.

I would like to still participate in the future

surveys about customer satisfaction.