Republic of the Philippines

Recto Memorial National High School

Tiaong, Quezon

IN LEVEL OF CUSTOMER SATISFACTION ON SERVICES SENIOR HIGH

SCHOOL CANTEEN OF RECTO MEMORIAL NATIONAL HIGH SCHOOL

RELATIVE TO FOOD STALL OUTSIDE THE CAMPUS

A Research Paper
Presented to the
Senior High School Department of
Recto Memorial National High School

In Partial Fulfillment
Of the Requirement for the Subject
Practical Research II

EJAY ALIAZAS
QUEEN JOY AMBROCIO
JENLYN INOCENCIO
PATRICIA ANNE VALDEZ

October 2019

i
 APPROVAL SHEET

This research paper attached here to entitled “LEVEL OF CUSTOMER

SATISFACTION ON SERVICES IN SENIOR HIGH SCHOOL CANTEEN OF

RECTO MEMORIAL NATIONAL HIGH SCHOOL RELATIVE TO FOOD

STALL OUTSIDE THE CAMPUS”, prepared and submitted by EJAY ALIAZAS,

QUEEN JOY AMBROCIO, JENLYN INOCENCIO and PATRICIA ANNE

VALDEZ for partial fulfillment of the requirement for the subject Practical Research 2 is

hereby recommend for acceptance and approval.

ANNABELE L. LARAQUEL
Practical Research II Teacher

PANELS OF EXAMINATION
Approved by the committee on Oral Examination with the Grade of

Accepted in partial fulfillment of the requirement for the subject Practical

Research 2 of Senior High School Department of Recto Memorial National High School.

GUADALUPE C. DE JESUS
Senior High School Coordinator

ii
 ACKNOWLEDGEMENT

We, the researchers want to give thanks to those who help to accomplish this

study.

First of all, we are giving thanks to our Almighty God for He gave us strength and

knowledge to finish this study. We want also to thank our Practical Research 2 Teacher,

Mrs. Annabele L. Laraquel that help and guide us to accomplish this study. The

researchers want to give gratitude to those who have been part of this study, our

respondents, our fellow classmates, and to all the teachers that have been part of doing

and accomplishing this study. We like to express our deepest gratitude to their

cooperation and time.

In behalf of our group, we want to say thank you and God bless.

-EA, QA, JUI AND PGV

iii
 DEDICATION

We, the researchers, dedicate this study to our Lord God who is foundation of our

knowledge and skills to make this study more powerful. We also dedicate this study to

the school canteen of Recto Memorial National High school and food stall outside the

campus. We assume that this study will be helpful to those people who are involve to the

school canteen to improve customer satisfaction and service quality. We also dedicate

this study to our family that give us strength and inspiration to pursue and accomplished

this study. And lastly, we dedicate this to our Practical Research 2, Mrs. Annabele L.

Laraquel who guides us to finish this study.

iv
Title Research : LEVEL OF CUSTOMER SATISFACTION ON
SERVICES IN SENIOR HIGH SCHOOL
CANTEEN OF RECTO MEMORIAL
NATIONAL HIGH SCHOOL RELATIVE TO
FOOD STALL OUTSIDE THE CAMPUS
Researcher/s :Aliazas, Ejay
Ambrocio, Queen Joy
Inocencio, Jenlyn U.
Valdez, Patricia Anne G.
Name/Address of Institution :Recto Memorial National High School
Adviser :Annabele L. Laraquel
Year Written :2018-2019

ABSTRACT
PURPOSE: The purpose of this research is to determine the level of customer's

satisfaction in terms of service that the senior high school canteen and food stalls outside

the campus provided.

DESIGN/METHODOLOGY/APPROACH: The researchers used self-made

questionnaire in gathering the data. They used quantitative study as a research design.

The data has been collected and supports the research through the means of self-made

questionnaires.

FINDINGS: The study provided information about the level of satisfaction of every

customer with regards on service. By the response of the respondents it appears that the

problems that school canteen encountered are they prioritized their relatives than ordinary

customers and due to lack of employee the customers waited a long time to receive their

food while in the food stall outside the campus it appears that the customers are more

satisfied with their service and the only problems that they encountered is due to lack of
employee the same with one of the problems that the school canteen encountered. In

terms of the level of satisfaction that school canteen and food stall outside the campus

provided to their customers, the student-customers are shown that they are satisfied. After

conducting this study, it appears that there are no significant differences in the mean

response of the student-customers for the customer satisfaction that provided by the

school canteen and food stalls outside the campus.

ORIGINALITY/VALUE: For the employees to level up their skills on how they treat

properly the customers in terms of service they should conduct a program like seminars,

workshops and trainings. Also, to avoid problems with customers that may affect to their

satisfaction. More loyal customers more income or sales will come.

KEYWORDS: The keywords are customer's satisfaction, service, school canteen, food

stalls outside the campus and student-customers.

v
 TABLE OF CONTENTS

Page

TITLE PAGE…………………………………………………………………………...i

APPROVAL SHEET………………………………………………………………….ii

ACKNOWLEDGEMENT……………………………………………………....……iii

DEDICATION……………………………………………….………........…….…….iv

TABLE OF CONTENTS……………………………………………………………….v

LIST OF TABLES……………..……………………………………………………...vii

LIST OF FIGURES………………………………………………………………….viii

ABSTRACT………………………………………………………........………..….….x

CHAPTER I: INTRODUCTION………………………………………...…………..1

Background of the Study……………………………………………….……....…..3

Research Paradigm….…………………………………………………..…………..5

Statement of the Problem……………………………………………………..........6

Significance of the Study…………………………………………………………...7

Scope and Limitations of the Study…………………………………………….….8

Definition of Terms …………..…………………………………………………......9

CHAPTER II: RELATED LITERATURE AND STUDIES

Literature and Studies ………………………………………………..…………....... 10

CHAPTER III: RESEARCH METHODOLOGY

Research Design ………………………………….………………………………...16

Locale and Population ……………………………...………………………..…....16

Sampling Technique .………………………………………………………….........17

vi
 Data Gathering Procedure……………………………..…………..……………...17

CHAPTER IV: PRESENTATION, ANALYSIS AND INTERPRETATION OF

DATA

Findings…………………………………………………………............................. 18

CHAPTER V: SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

Summary…………………………………………………….…...…………….…... 38

Summary of Findings..…………………………….……………………………… 35

Conclusion …………………………………..………………………...……….…..36

Recommendation ……………………..……………………………………...…… 37

BIBLIOGRAPHY ………………..…………………….…………...……….…………38

APPENDICES
A. Permission Letter …………………………………..…………….. 43

CURRICULUM VITAE ………………………………………...…………...……...44

vii
 LIST OF TABLES
Table Page
1 Frequency Distribution on Problems Encountered of School Canteen in
terms of Service …………………….............................….....…….…… 18
2 Frequency Distribution on Level of Satisfaction that the School Canteen
Provides to their Customers in Terms ofServices..............….....
……………………………………….………….19
3 Frequency Distribution on Problems Encountered of Food Stalls Outside
the Campus in Terms of Services …..............................….....…….…… 20
4 Frequency Distribution on Level of Satisfaction that the Food Stalls
Outside the Campus Provides to their Customers in Terms of
Services.................................…………………………………….
……………….. 21
5 Test of Difference between the Mean of Food Stall and School Canteen
Services ………......………...………………………….……………….. 22
 LIST OF FIGURES
Figure Page
1 Figure 1: Distribution of Respondents as to Gender …………… 16

2 Figure 2: Distribution of Respondents as to Strand …………………...

………………………………………………17
 Chapter I

THE PROBLEM AND ITS BACKGROUND

Introduction

In a business, the customer satisfaction take part an important role in it which

make a business successful or failure. It provides the feedbacks that will help a business

to get a lot of profit and to improve their services in order to make their customer

satisfied and loyal. Also, a business should meet or surpass the expectation of its

customer because of that they will gain more customers. More loyal customers, more

profit that they will gain.

Customer satisfaction is essential to building a long-term customer connection.

Not only is measuring customer loyalty and identifying dissatisfied clients the leading

indicator, but it is also a main point of differentiation that helps attract fresh clients or

customers in competitive business environments. Hence, satisfaction is the sense of a

person's disappointment as a result of comparing a performance perceived product and

services. If the performance falls short of expectation, the customer is dissatisfied. If the

performance matches the expectation customer is satisfied. Customer service is the

method by which a product or service ensures customer satisfaction. Others, customer

service, such as making a sale or returning an item, takes place while performing a

customer transaction. Customer service is a significant component of the ongoing

customer interactions that are essential to continued income. Therefore, many businesses

are working hard to raise their level of customer satisfaction.

 Service quality is one of the important concepts that companies must understand

to help the to remain competitive and fulfill the customer's satisfaction. Customer

satisfaction have a positive effect of the profitability of an organization. Every customer

looking for a good quality of service not just the quality of the product so if they set their

expectation of the service it will lead the to repeat purchase, brand loyalty and positive

word of mouth. Nowadays all companies are realizing the significance of delivering and

managing service quality which leads to customer satisfaction. In business not just the

marketing strategy are they need to focus with but also on how they will implement the

right service to their customer for them to be satisfied. It is hard to meet the expectation

of every customer and sometimes a simple service is enough to get the loyalty of the

customer. A simple smile of every sellers and being a good communicator can catch the

attention of the customer. A product with a high quality is useless if the service is in low

quality.

Points out that service firms have a difficulty envisioning and understanding what

aspects of the service that define high quality to the consumers and at what levels, they

are needed to be delivered. Also, that the aspect of managing a service interaction also

requires understanding the complicated behavior of employees that find its way into the

customers perception of the service quality (Sureshchander et al,2002).

Through interaction of sellers and consumers it can be a form of the quality of

their service on how they are going to approach their customers. Also being a good in

sales talk can affect the buying decision of the customer. These situations motivate the

researchers to conduct this research and aiming to give better perception.

Background of the study
The researchers conduct this study to determine the level of customer's

satisfaction on services in school canteen relative to food stalls outside the campus and to

know how business handles their customers through their services. Also, to identify the

factors and problems that affects the satisfaction of the customers.

The researchers observe different problems in the services that the senior high

school canteen in Recto Memorial National High School and the food stalls outside the

campus have that maybe the reasons that affects the satisfaction of their customers. These

businesses have the same customers but how they are differed from each other by having

their services. Communication is one of the major problems that every business and

customers facing when they interact that lead them to misunderstanding and unsatisfied

customers. Also, these businesses have the different strategies to gain customers but how

the other one gain and more satisfied their customers and how they surpass the

expectation of their customers that will lead to the satisfaction.

To satisfy their customers, businesses have to give good quality service to their

customers. It will also help them to gain more profit because other customers will be

captivating to the good service quality that they are giving to their customers. The quality

of service has a beneficial impact on customer satisfaction, leading to customer loyalty

and customer satisfaction. And also treating customers with respect and obedience will

leave them a good impression about your product or service they are rendering/

purchasing. Communicating with customers will show how you are confident about the

service or product you are offering by being attentive while customer is speaking and

answer them with the right choice of words so that they will not be feel insulted. Giving
this to your customer will lead them to satisfaction. In a service scenario, customers want

to be treated as people whose needs, thoughts, emotions and people are respected. A good

customer servant is humble enough to listen to their customers and take the customers

seriously. Customers wants to feel important to the business that leads to their satisfaction

and loyalty that makes the business successful and get a lot of profit.

In the business world customers are the sources of profit and revenue for the service

organizations and improvement in service quality leads to customer loyalty. This study

will focus on the relationship between service quality and customer satisfaction and how

quality can be improved in the service firm. The current business environment is

becoming competitive and challenging than before. In different service attributes have

been difficult to identify because services nature is intangible. It is hard to convince the

customers.

Moreover, the consumers might feel satisfied with goods and services provide by the

companies at first by their views that will change after evaluating and comparing them

with consumer’s actual expectations (Hsu & Chen, 2014). It shows that the first

impression of the customers to the business will be changed after they got interaction

with them and if their reach the customer expectation.

Research Paradigm

Independent Variable Dependent Variable

 Profile of the respondents

 Selected students of senior
1.1 Gender
high school in Recto
1.2 Age
Memorial National High
1.3 Strand
School.
 Currently buying in school
 Comparison of senior high
canteen and food stall
school canteen and food stall
outside the campus
outside the campus.

The research presents the independent variable and dependent variable were the

personal information of the respondents are indicated and also how to conduct a research

that has been verified by the researchers to get the target respondents.
Statement of the Problem

This study aims to determine the level of customer's satisfaction on services in

senior high school canteen relative to food stalls outside the campus. The researcher’s

goal is to collect relevant information to measure how the customer satisfied in term of

services.

More specifically, the researchers sought to answer the following questions:

1. What are the problems that the school canteen and food stall outside the campus

encountered on services to affect the satisfaction of their customers?

2. What is the mean response of the student-customer in the school canteen in terms

of services?

3. What is the mean response of the student-customer in the food stall outside the

campus in terms of services?

4. Is there a significance differences in the mean response of the student-customers

for the customer satisfaction that provides by the school canteen and food stalls

outside the campus in terms of services?

Significance of the study

This study focuses on the customer's satisfaction in terms of services. It is

conducted to measure the level of satisfaction of the customers on particular place. This

study aimed to help the readers to understand how the service can affect the level of

satisfaction of each customer. The findings of this study are beneficial to the following;

Customers. This study will help them to have an awareness of what kind of

service they deserve to experience by the sellers every time that they purchase.

Vendors. This study is provided with the data about the level of satisfaction of

every customer and by that it will benefit them on how they can improve their kind of

service.

Canteen Manager. This study will guide them also for the information they need

in order to make a more profit and fulfill the customers satisfaction through their service.

Future Researchers. this research is provided with suitable and background

information and it will help them to come up with more productive and useful research

study.
Scope and Delimitation of the study

This study is limited to data and information to be gathered from thirty (30) senior

high school customers of senior high school canteen in Recto Memorial National High

School and food stalls outside the campus in the year of 2019-2020.
Definition of Terms
The following terms were defined conceptually and operationally for easier

understanding and to avoid ambiguous meaning to terms which can be otherwise

interpreted in other ways.

Customer. It refers to an individual or business that purchases another company's goods

or services.

Canteen. It is a place in a factory, shop, or college where meals are served to the people

who work or study there.

Service. It deals with the help provided to a customer by someone

who works in especially a restaurant or store. Also, it is provided by the vendors like

school canteen and food stalls.

Customer Satisfaction. It indicates the fulfillment that customers derive from doing

business with a firm. In other words, it’s how happy the customers are with their

transaction and overall experience with the company.

 Chapter II

REVIEW OF RELATED LITERATURE

This chapter reviews related literature and studies which serves as frame of

reference for this study. Related literature and studies are presented such that some of the

present study’s variables have been tackled.

School Canteen

A canteen is a business which prepares and serves food and drink to customers in

return for money. Customer demands have altered nowadays since the trend has changed.

Based on the quality and taste of food, clients would like to consider the place where the

serving location sanitation and the place where the cooks cook the quality and amount of

the food served. There are many reasons why the canteen businesses failed. The Filipinos

are living in the world with “relationship” with anything like person to person, person to

cooperation, person to company, and etc. And one of relationship surround us is

relationship with canteen and customers. To establish customer satisfaction to acquire

constant customers, and to use customer as one of marketing strategies, it become one of

the important tasks to do so. But to have those kinds of things canteen, whereas food

offers with payment, not only consider quality of food but how to have effective service,

price, interior design, ventilation, space and the place where they establish their canteen.

When they fit with those conditions, the customers would have curiosity to be in to

acquire their satisfaction of having meals in. The management of the canteen must know

the customers satisfaction or they meet or surpass customer expectation for the services

offered to know what the management of the canteen must going to improve to what they
served and their services. The other important factor here is how the staffs of the

management could maintain the good relationship to customers in interacting or how they

treat each other, and how to handle the customer’s behavior in the way that they will not

get offended (Markieeeu,2013). It is important for every staff of the management to

maintain their good relationship to all the customer they have. In talking to customer,

knowing what are the right words that the seller must use are necessary. In just a few

words it can affect the buying decision of the customer that is why communication skill is

one of the factors of the profitability of a business.

Food Stall

Food stall is a tiny open counter or partly enclosed structure that displays stuff for

sale. it is a temporary structure used to prepare and sell food to the general public. The

earliest food carts came into being at the time of the early Greek and Roman civilizations.

Carts have the distinct advantage of being able to be moved should a location not be

productive in sales, as well as transporting goods to/from storage to the place chosen

from which to trade (Ituriagamarcos, 2015). In the 21st century, inventions included

innovative constructed carts made of stainless steel, plastic and aluminum strengthened

by fiber. Some were created with the capacity to be guided on their own. Some food carts

are associated with restaurants. Most of the cart's food is the same as the restaurant's

food. Food cart history has also made its mark in some of the country’s top schools,

enticing even non-students into becoming regular customers. The University of the

Philippines (UP) in Diliman has a proud history of its “isaw” (chicken intestines) and the

“arstokarts”, so named as a pun on the popular Aristocrat restaurant De La Salle

University (DLSU) Taft Avenue has the Agno food court, where food carts line a small

alley.

Tacio (2012) stated that it is an integral part of the landscape and culture of

Filipinos. They are known to enjoy the average three meals a day. Street food or small

food stalls is a significant part of urban food consumption for millions of low and middle-

income consumers in urban areas on a daily basis. It is inexpensive, accessible, and it

provides a somewhat nutritious and balanced meal, if consumed properly. As for student-

customers they more prefer to the foods that are less expensive with big proportion.

Customer Satisfaction

Customer satisfaction is a measure of how a company's provided products and

services fulfill or exceed customer expectations. It is defined as the number of customers

or proportion of total customers whose reported experience with a business, their

products or their services (ratings) exceeds specified satisfaction goals. Customer

satisfaction is a customer's perspective based on expectation and then subsequent post

purchase experience tIn other words, it is an assessment of the quality of products or

services that meets or exceeds the expectations of the customer. Satisfaction as a word

implies an individual's feeling when fulfilling his or her desires, expectations or needs,

and the pleasant feeling that follows. Since satisfaction is a feeling, it resides in the mind

of the user and differs from other observable behaviors such as complaining, selecting the

product and buying back.

Satisfaction of employees and clients is an important element of success for any

organization and any sector of the economy (Bay, An &Laguador, 2014). It is very
important for all the business to focus how they can fulfill the satisfaction of their clients.

Through satisfaction of customer it has a big impact for the success of an organization.

Mauri and Minazzi (2013) highlighted that customer satisfaction is the result of

comparison between customer’s expectations and customer perceptions. In other words,

after getting the service, customer satisfaction is seen as the respect between exceptional

service quality and the experience or expectations of customers.

Based on (Monsan et al., 2011), the significance of customer satisfaction cannot

be dismissing while happy customers are like free advertising. It is necessary to put the

customer at the center of the business according to its strategies, events and processes. In

fact, it is easier and more profitable to sell to presented customers than to find new ones.

Organizations are ever more setting themselves strategies to determine and make sure

customer retention and charging their employees to be more focused and service oriented.

According to Zeithaml et al, (2006), satisfaction or dissatisfaction is a measure or

evaluation of a product or service’s ability to meet a customer’s need or expectations.

Customers perceive service in terms of quality, but how satisfied they are with the overall

experience, is what defines their satisfaction. Whether the customer is satisfied after

purchase depends on the offer’s performance or the customer service in this case, in

relation to the customer expectations. If the customers of an organization are satisfied by

quality services the result is that, they will be loyal to them and consequently be retained

by the organization, which is positive for the organization because it could also mean

higher profits, higher market share, and increasing customer base.

In attempting to increase customer satisfaction it is necessary to understand what

the customer wants before they realize it themselves. One major challenge that
companies are facing is how to improve customer satisfaction and continue keeping their

customers satisfied, which becomes a way for companies to differentiate themselves from

their competitors (Torbica& Stroh, 2000).

Services

Customer service is an assistance and guidance given to persons who purchase or

use their products or services by a business. It is about meeting the customer's

expectations and exceeding them. The expectations for each type of company might be

different-but the principle is the same. Customers expect those assisting them to be

extremely helpful- positive and informative. 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 (Kursunluoglu, 2011). Research demonstrates that due to an attitude of

indifference on behalf of the worker serving them, customers do not return for repeat

company. Retailers must provide customers with outstanding customer service in order to

satisfy the expectations of customers. Employees service to customer has the strongest

influence on relationship quality (Bencito, 2014). Every customer looks for a good

service not just the quality of the product they purchase. A seller must know how to build

a good service to their customer even in just a simple communication and by that it can

influence customer's buying behavior in order for the business to have more profit.

Service quality is concerned with a broader understanding of service expectations,

where respondents are looking for what they expect from a service provider (Motwani

and Shrimali, 2013). (Beard, 2013) views customer service expectation as a belief about

service delivery that serves as a standard or reference against which performance is

judged. Knowing what the canteen and food stalls customers expect as a result of their

performance, is the first and most critical step in delivering a quality service, and

misjudging what customers expect can mean losing the customers to competitors (Kim-

Soon et. al, 2014). This means that any variation between customers’ expectations and

their real experiences influences customers’ satisfaction (Po-Hsuan et. al, 2014).

Communications between firms and their customers help to build brand loyalty

beyond tradition methods (Jackson, 2011; Kaplan and Haenlein, 2010), which concede to

the promotion of products and services as well as the setting up of communities of brand

follower.
 Chapter III

RESEARCH METHODOLOGY

This chapter presents a discussion of the method of research employed in this

study, the respondents, the research instruments applied in collecting and analyzing of the

data.

Research Design

The researcher used Descriptive Research. The researchers determine and

describe the level of customer satisfaction on services in senior high school canteen of

Recto Memorial National High School relative to food stall outside the campus. The

phase of the research is quantitative; determine the relationship of customer satisfaction

towards services.

Locale and Population

The study implicates those senior high school students who are presently

purchasing in RMNHS senior high school canteen and food stall outside the campus

comprising of SHS students from the town of Tiaong, Province of Quezon.

Instrumentation

The self-made questionnaire by the researchers was the instrument to be use. The

researcher was able to formulate twenty(20) different questions for conducting a survey.

After questionnaires construction, the researchers went to their subject teacher for

suggestions, criticisms, changes or content validation. The questionnaire made by the

researchers was thoroughly by the subject teacher. The researchers used thirty (30)
student-customers of school canteen in Recto Memorial National High School and food

stall outside the campus. The researcher went back to their subject teacher for more

changes and deep analysis of questionnaire. Items of questionnaire were approved and

the researcher prepared themselves to conduct the study after approval and validity of

instrument.

Sampling Technique

This study used the Simple Random Sampling where every item in the population

has an even chance and likelihood of being selected in the sample. It is a very basic type

of sampling method and can easily be a component of a more complex sampling method.

The main attribute of this sampling method is that every sample has the same probability

of being chosen. Each individual is chosen using the fishbowl technique, from different

strand consisting of Accountancy Business and Management (ABM), Humanities and

Social Sciences (HUMSS), Science Technology Engineering Mathematics (STEM) and

those strand under Technical Vocational Track (TVL) and after that the researchers will

gather all the names of each strand in order to put it in a bowl to get the researcher's

respondents. Since the researcher’s topic deals with the service quality and customers

satisfaction in RMNHS canteen. The researchers take this sampling technique because

this technique is the most appropriate to use.

Data Gathering Procedure

In order to acquire the necessary information, the researchers used a number of

references for this study. The researchers made use of different books and related articles

that can be found on the internet and other publish materials.

 The survey questionnaire was prepared by the researchers for checking and

evaluation. Then, it was given to the participating sample guided with the clear

instructions and in a timely manner. The survey questionnaire was given to our

respondents that are presently purchasing in RMNHS canteen and food stall outside the

canteen. The data was measured and analyzed properly.

Statistical Treatment

To determine the mean response of the student-customer the formula below was

used

x́=
∑ fx where:
n

x = weight of the respondent response

f = frequency of respondent response

∑ fx = summation of the product of frequency and weight of

respondent response

n= total number of respondents

The researchers used Paired t-test to determine the differences of level of

customer satisfaction on services in senior high school canteen and food stalls outside the

campus.
t=
∑d where:
√ n¿ ¿ ¿ ¿

d = difference per paired value

n = number of respondents
 To determine the level of customer satisfaction in school canteen on Recto

Memorial National High School and food stall outside the campus weighted mean was

used and interpreted using the scales and description below.

Point SCALES DESCRIPTIVE LEVEL

Positive Statements Negative Statement

4 3.41 - 4.20 Strongly Agree Strongly Disagree

3 2.61 – 3.40 Agree Disagree

2 1.81 – 2.60 Disagree Agree

1 1.00 – 1.80 Strongly Disagree Strongly Agree

Chapter 4
 PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter comprises the collected data of the study that are presented in tables,

figures with their corresponding interpretations. The data were analyzed and interpreted

for the basis of drawing conclusions and recommendations for the study.

I. Profile of the Respondents

Figure 1. Distribution of Respondents as to Gender

Figure 1 shows the distribution of the respondents as to gender. Out of thirty (30)

respondents,18 or 60% are female. Likewise, 12 or 40% are male. It indicates that the

majority of the respondents is female because females are more likely active in

purchasing on senior school canteen and food stalls outside the campus.
 Figure 2. Distribution of Respondents as to Strand

In the figure above it shows the distribution of the respondents as to strand. Out of

thirty (30) respondents, 1 or 4% is from Arts and Design, 2 or 7% are from STEM, 5 or

18%are from ABM, 7 or 23%are from HUMSS, 6or 19% are from ICT, 5 or 16% are

from H.E. It indicates that the majority of the respondents are came from the strand of

HUMSS because it has the largest population among all strand in the Senior High School

Department of Recto Memorial National High School.

Table 1. Frequency Distribution on Problems Encountered of School Canteen in

terms of Service
 Statement Mean Verbal Description
1. The vendors of school canteen prioritize
their relatives than ordinary customers. 2.67 Agree

2. Due to lack of employee, I always

waited for a long time just to receive my
2.97 Agree
food in canteen.

3. School canteen is better than Food stalls

outside the campus because of the services 2.7
Agree
that they provided.

4. School canteen is better than Food stalls

outside the campus because of how they
2.53 Disagree
persuade their customer.

Overall 2.72 Agree

Legend: 3.41 – 4.20 - Strongly Agree 2.61 – 3.40 – Agree 1.81 – 2.60 – Disagree 1.00 – 1.80 – Strongly Disagree

Table 1 shows thatstatement 2 has the highest mean of 2.97 with the verbal

description of Agree, followed by thestatement 3 with the mean of 2.7 with the verbal

description of Agree, next is thestatement 1 with the mean of 2.67 with the verbal

description of Agree, thestatement 4 got the lowest mean of 2.53 with the verbal

description of Disagree. The overall mean is 2.72 with the verbal description of Agree

which indicates that the statements above are the problems that the customer encountered

in services of School Canteen.

The data above support the study of Adunna (2013), wherein he discussed that

along the line of canteen management is the need for an improvement system to boost not

only sales but also the efficiency of its operations. In addition to providing with nutritious

and affordable foods, the canteen should be based on good management practices and

providing better services to its customer.

 Table 2. Frequency Distribution on Level of Satisfaction that the School Canteen

Provides to their Customers in Terms of Services

Verbal
Statement Mean Description Rating
Interpretation
1. As a customer, the vendors
immediately approach me when I 2.7 Agree Satisfied
go inside the canteen
2. The vendors are kind when I
approach them 3.03 Agree Satisfied
3. The vendors are friendly when 2.97
I approach them Agree Satisfied
4. The vendors make them feel
that customers are always right 2.87 Agree Satisfied

5. The vendors/staff maintain the 3 Agree Satisfied

cleanliness of their surrounding

6. As a customer of School 2.93 Agree Satisfied

canteen, the level of my
satisfaction in terms of services
Overall 2.92 Agree Satisfied
Legend: 3.41 – 4.20 - Strongly Agree 2.61 – 3.40 – Agree 1.81 – 2.60 – Disagree 1.00 – 1.80 – Strongly Disagree

Table 2 reveal that thestatement 2 got the highest mean of 3.03 with the

description rating of Agreeand verbal interpretation of Satisfied, next is statement 5 with

the mean of 3 with the description rating of Agreeand verbal interpretation of Satisfied,

statement 6 with the mean of 2.93 with the description rating of Agree and verbal

interpretation of Satisfied, thenstatement 3 with the mean of 2.97 with the description

rating of Agree and verbal interpretation of Satisfied, followed by thestatement 4 with

the mean of 2.87 with the description rating of Agree and verbal interpretation of

Satisfied, thestatement 1 got the lowest mean of 2.7 with thedescription rating of Agree

and verbal interpretation of Satisfied. The total mean is 2.92 with the description rating
of Agreand verbal interpretation ofSatisfied which indicates that the customers are

satisfied in the services that the school canteen provided.

Arlen Maniquiz (2009) said that the effectiveness of the cafeteria management

does not only reflect the quality of its food but also it is reflected by the quality of its

service. The services that provided by the vendors has the big impact that affect to the

satisfaction of their customers to gain their trust to go over again.

Table 3. Frequency Distribution on Problems Encountered of Food Stalls Outside

the Campus in Terms of Services

Statement Mean Verbal Description

1. The vendors of food stall outside the campus
prioritize their relatives than ordinary customers. 2.5 Disagree

2. Due to lack of employee, I always waited for a

long time just to receive my food in food stall 2.8 Agree
outside the campus.
3. Food stalls outside the campus is better than
School canteen because of the services that they 2.93 Agree
provided.
4. Food stalls outside the campus is better than
School canteen because of how they persuade 3.07 Agree
their customer.
Overall 2.83 Agree
Legend: 3.41 – 4.20 - Strongly Agree 2.61 – 3.40 – Agree 1.81 – 2.60 – Disagree 1.00 – 1.80 – Strongly Disagree

Table 3manifest that the statement 4 has the highest mean of 3.07 with the verbal

description of Agree, next is statement 3 with the mean of 2.93 with the verbal

description of Agree, followed bystatement 2 with the mean of 2.8 with the verbal

description of Agree, thestatement 1 got the lowest mean of 2.5 with the verbal

description of Disagree. The overall mean is 2.83 with the verbal description of Agree
which indicatesthat the statement above are the problems that the customer encountered

in services of food stall outside the campus.

Sumaedi, et. al (2012) said that in a university setting, students are the main

consumers, thus their perception of service quality is of outmost importance. Part of the

motivation for the choice of a university is linked to the reality that such institutions are

populated by youths who are the important patrons of food outlets and whose choices,

preferences and decisions may well define tomorrow’s customers expectation. It indicates

that the customers perception especially the student-customers about the services they’ve

provided is important to know what the problems and factors that affecting the customer

satisfaction.

Table 4. Frequency Distribution onLevel of Satisfaction that the Food Stalls Outside

the Campus Provides to their Customers in Terms of Services

Verbal
Statement Mean Description Rating
Interpretation
1. As a customer, the vendors
immediately approach me when I go in 3.17 Agree Satisfied
the Food Stalls

2. The vendors are kind when I

approach them 3.14 Agree Satisfied

3. The vendors are friendly when I

approach them Agree Satisfied
3.27
Verbal
Statement Mean Description Rating
Interpretation
4. The vendors make them feel that
3.1 Agree Satisfied
customers are always right
2.77 Agree Satisfied
5. The vendors/staff maintain the
cleanliness of their surrounding
 3.07 Agree Satisfied
6. As a customer of Food stalls, the
level of my satisfaction in terms of
services
Overall 3.09 Agree Satisfied
Legend: 3.41 – 4.20 - Strongly Agree 2.61 – 3.40 – Agree 1.81 – 2.60 – Disagree 1.00 – 1.80 – Strongly Disagree

Table above presents that the statement 3 got the highest mean of 3.27 with the

verbal description of Agree and verbal interpretation of Satisfied, next is the statement 1

with the mean of 3.17 with the verbal description of Agree and verbal interpretation of

Satisfied, followed by the statement 2 with the mean of 3.14 with the verbal description

of Agree and verbal interpretation of Satisfied, then statement 6 with the mean of 3.07

with the verbal description of Agree and verbal interpretation of Satisfied, the second to

the lowest got by the statement 4 with the mean of 3.1 with the verbal description of

Agree and verbal interpretation of Satisfied, the statement 5 got the lowest mean of 2.77

with the verbal statement of Agree and verbal interpretation of Satisfied. The overall

mean is 3.09 with the verbal description of Agree with the verbal interpretation of

Satisfied which indicates that the customers are more likely satisfied in the services that

the food stall outside the campus provided.

This finding was supported by Markieeeu (2013) , in which he mentioned that the

important factor is how the staffs of the management could maintain the good

relationship to customers in interacting or how they treat each other, and how to handle

the customer’s behavior in the way that they will not be offended.

Group MD SD t-value p-value Decision on Interpretation

Ho
Food Stall 4.41
Failed to Not
1.40 1.557 0.130
School reject Ho Significant
Canteen 4.74
 Table 5. Test of Difference between the Mean of Food Stall and School Canteen

Services

df= 29 *p<0.05 Significant *p> 0.05 Not Significant

Table 5 appears the difference between level of customer satisfaction on services

in senior high school canteen and food stalls outside the campus. The researchers used

the paired t-test to describe the differences of two variables. The two-tailed p-value is

equal to 0.130 it is considered to be not statistically significant at p> 0.05. While, the t-

value is 1.557. The decision is failed to reject the null hypothesis which state that there is

no significant reltionship between the level of customer satisfaction on services in senior

high school canteen and food stalls outside the campus. Senior high school canteen and

food stalls outside the campus have no significant differences in terms of their services.

It supports the study conducted byMauri and Minazzi (2013), they found out that

customer satisfaction is the result of comparison between customer’s expectations and

customer perceptions. In other words, after getting the service, customer satisfaction is

seen as the respect between exceptional service quality and the experience or

expectations of customers.

Chapter 5

FINDINGS, SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary of findings from the analyzed data gathered,

the conclusion drawn from the findings and recommendation offered by the researchers

in the light of the findings and conclusions.

Summary

The primary goal of this study is to determine the level of customer's satisfaction on

services in school canteen relative to food stalls outside the campus and to know how

business handles their customers through their services. Also, to identify the factors and

problems that affects the satisfaction of the customers. The researcher's goal is to collect

relevant information to measure how the customer satisfied in term of services.

Specially it aims to achieve the following objective:

1.) What is the profile of the respondent in terms of

1.1 Gender

1.2 Age

1.3 Strand

2.) What are the problems that the school canteen and food stall outside the campus

encountered on services to affect the satisfaction of their customers?

3.) What is mean response of the student-customer in the school canteen in terms of

services?

4.) What is the mean response of the student-customer in the food stall outside the

campus in terms of services?

5.) Is there a significance differences in the mean response of the student-customers for

the customer satisfaction that provides by the school canteen and food stalls outside
the campus in terms of services?

This study aims to test the hypothesis formulated which state that there are no

significant differences between the level of customer's satisfaction on services in the

school canteen relative to the food stalls outside the campus

The study implicates those senior high school students who are presently

purchasing in RMNHS senior high school canteen and food stall outside the campus. It

focuses on level of customer satisfaction on services in senior high school canteen of

RMNHS and food stall outside the campus.

The study used self-made questionnaire as the instrument to gather relevant

information from the respondents who had even chance to be chosen randomly. There are

thirty (30) student-customers that came from different strand of senior high school who

are student of RMNHS purchasing in senior high school canteen and food stall outside

the campus.

Findings

From the data yielded from the instrument, the researchers summarized the

following findings:

1.) Out of thirty (30) respondents there are eighteen (18) female and twelve (12) male. In

regards with their strand, one student-customer is from Arts and Design, two student-
customers are from STEM, five student-customers are from ABM, five student-

customers are from H.E, seven student-customers are from HUMMS, and six student-

customers are from ICT.

2.) The problems that school canteen encountered are they prioritized their relatives than

ordinary customers and due to lack of employee the customers waited a long time to

serve their food while in the food stall outside the campus it appears that the

customers are more satisfied with their service and the only problems that they

encountered is due to lack of employee the same with one of the problems that the

school canteen encountered.

3.) In terms of the level of satisfaction that school canteen and food stall outside the

campus provided to their customers, the student-customers are shown that they are

satisfied.

4.) There are no significant differences in the mean response of the student-customers for

the customer satisfaction that provided by the school canteen and food stalls outside the

campus.

Conclusions

Based on the findings, the following conclusions were drawn:

1. The problems that the senior high school canteen encountered in terms of their

servicesprovided are the vendors of school canteen prioritize their relatives than
 ordinary customers and due to lack of employee, the student-customers are always

waited for a long time just to serve their order in canteen.

2. The only problem that the food stalls outside the campus encountered in terms of

their services provided is the student-customers are always waited for a long time

just to receive my food in canteen.

3. Food stalls outside the campus is more likely better than School canteen because

of how they persuade their customer.

4. Most of the student-customers are tend to patronize the food stalls outside the

campus because they are considered better in providing services and persuading

their customers than senior high school canteen.

5. The student-customers are satisfied in terms of services that the senior high school

canteen and food stalls outside the canteen provided.

6. There is no significant differences in terms of services that provided by the Senior

high school canteen and food stalls outside the campus.

Recommendation

The following recommendation are offered by the researchers:

1.) As respondents may conduct program or activities that will form on the benefits

given by the SHS canteen so that SHS student-customer would patronize SHS

canteen. Level up the customer service by conducting a program like seminars,

workshops and trainings to improve their services and persuading customers to

 make the students more satisfied. Also, to avoid problems with customers that

may affect to their satisfaction. More loyal customers more income or sales will

come.

2.) For the future researchers, they may be conducted parallel study to validate the

findings of this research.

Bibliography

Markieeeu (2013)
Importance of communication between staff and customers

Ituriagamarcos (2015)
Definition of Food stall

Tacio (2012)
Integral part of the landscape and culture of Filipinos in Food stalls.

Jahshire Eslambolchi and Mubarakabad (2016)

Definition of customer satisfaction

Bay, An &Laguador (2014)

Important element of success for any organization and any sector of the economy.

Mauri and Minazzi (2013)

Result of Customer perception and customer expectation.

Monsan et al. (2011)

Significance of customer satisfaction

Zeithaml et al, (2006)

Definition of satisfaction and dissatisfaction

Torbica& Stroh (2000)

Major challenge that companies are facing

Kursunluoglu, (2011)
Definition of customer serices

Bencito (2014)
Influence of relationship quality
 APPENDIX A

Recto Memorial National High School

Senior High School Department
Tiaong, Quezon

Dear Respondents;
Good day!
The undersigned are Grade 12 - ABM Practical Research 2 students at Recto Memorial
National High School. As a requirement for their subject, they are currently conducting a
study about “Level of Customer Satisfaction on Services in Senior High School Canteen
of Recto Memorial National High School Relative to Food Stall Outside the Campus”.
The respondents for this study are the Student-Customers or those senior high school
students who are presently purchasing in RMNHS senior high school canteen and food
stall outside the campus.
In this connection with, they have chosen you to be one of their respondents of this study
and they hope that you will take time answering the questions honestly. Rest assured that
all data gathered will be treated with utmost confidentiality and will be used for academic
purposes only.
Thank You for your support and cooperation!

Respectfully Yours,
__________________________
EjayAliazas
__________________________
Queen Joy Ambrocio
__________________________
JenlynInocencio
__________________________
Patricia Anne Valdez
_________________________
Mrs. Annabelle Laraquel
(Practical Research Adviser)
 APPENDIX B

Ejay B. Aliazas
EDUCATIONAL BACKGROUND

•SENIOR HIGH SCHOOL

Date of Birth
Recto Memorial National High School S.Y. 2018-Present September 12, 2001
Age
• SECONDARY 18
Recto Memorial National High School S.Y 2017-2018 Gender
Male
•PRIMARY Civil Status
 FATHER: Single
Dolores Elementary School S.Y 2013-2014
Joey D. Aliazas Citizenship
Filipino
Address
 MOTHER: Brgy. BulakinTiaong, Quezon

Elvira B. Aliazas
FAMILY BACKGROUND

 SIBLINGS:
JhomariB. Aliazas Character References
JericoB. Aliazas
Guadalupe C. De Jesus
Joan B. Aliazas
SHS Coordinator
Jessa B. Aliazas
Katrin De Villa
Jayvee B. Aliazas Adviser
Hannie Jane B. Aliazas
Victor Emmanuel D. Medarazo
Principal III
710-15-49
 Queen Joy C. Ambrocio
EDUCATIONAL BACKGROUND

•SENIOR HIGH SCHOOL

Date of Birth
Recto Memorial National High School S.Y. 2018-Present November03, 2002
Age
• SECONDARY 16
Bukal Sur National High School S.Y 2017-2018
Gender
Female
•PRIMARY Civil Status
 FATHER: Single
Bukal Sur Elementary SchoolS.Y 2013-2014
Citizenship
Joel M. Ambrocio Sr. Filipino
Address
Brgy. Bukal Sur Candelaria, Quezon
 MOTHER:
FAMILY BACKGROUND
Nenita C. Ambrocio

 SIBLINGS:
King Rhino C. Ambrocio Character References
Joel Jr. C. Ambrocio
Guadalupe C. De Jesus
Kevin C. Ambrocio SHS Coordinator

Katrin De Villa
Adviser

Victor Emmanuel D. Medarazo

Principal III
710-15-49
 Jenlyn U. Inocencio
EDUCATIONAL BACKGROUND

•SENIOR HIGH SCHOOL

Date of Birth
Recto Memorial National High School S.Y. 2018-Present August 27, 2001
Age
• SECONDARY 18
Lalig National High School S.Y 2017-2018 Gender
Female
•PRIMARY Civil Status
 FATHER: Single
Dona Conception H. Umali Elementary School S.Y 2013-2014
MarcelitoInocencio Citizenship
Filipino
 MOTHER: Address
Jhoana U. Inocencio Brgy. BulakinTiaong, Quezon

FAMILY BACKGROUND
 SIBLINGS:
Mark Anthony U. Inocencio
ReymartU. Inocencio
Marjorie U. Inocencio
Mary Joy U. Inocencio Character References
RasselU. Inocencio
Guadalupe C. De Jesus
SHS Coordinator

Katrin De Villa
Adviser

Victor Emmanuel D. Medarazo

Principal III
710-15-49
 Patricia Anne G. Valdez
EDUCATIONAL BACKGROUND

•SENIOR HIGH SCHOOL

Date of Birth
Recto Memorial National High School S.Y. 2018-Present July 19, 2001
Age
• SECONDARY 18
Recto Memorial National High School S.Y 2017-2018 Gender
Female
•PRIMARY Civil Status
 FATHER: Single
Claro
Ruel M. Recto Memorial School S.Y 2013-2014
B. Valdez Citizenship
Filipino
 MOTHER: Address
Jacquiline G. Valdez Poblacion 1 Tiaong, Quezon

FAMILY BACKGROUND
 SIBLINGS:
Phoebie Nicole G. Valdez
Patrick Zannie G. Valdez

Character References

Guadalupe C. De Jesus
SHS Coordinator

Katrin De Villa
Adviser

Victor Emmanuel D. Medarazo

Principal III
710-15-49