Customer Satisfaction and Patronization –Enhancing

Strategies in Food Preparation of

Lipay National High School
TVL- HE 12 Learners
SY 2021-2022

Investigation, Inquiry and Immersion

Sofhia Vianca Bucat

John Carlo C. Botanes
Mario Atejano
Enzo P. Evangelista
David John B. Ferrolino
Virgil G. Mirador
Christine Alarcio
Pamela M. Corpuz
Julie Mae T. Daan
Rheadel Joy Diana
Jenny Rose Lauron
Shyne M. Lopez
Carmela Jean F. Maca

Emmanuel Montivergen
Teacher
 ABSTRACT

This study was done in Sta. Cruz, Zambales, in the school-

based simulation of a restaurant named Rainforest Restaurant

installed in LNHS Sta. Cruz, Zambales. The aim of the thesis

was to give quality satisfaction of food preparation and re-

patronize the restaurant. The interviews were conducted to

costumers in simulated restaurants at Lipay National High

School to measure the food preparation quality and customer

satisfaction. In the Food Industry there are fewer

opportunities for building up competitive benefits unless

knowledge, trust and proper accommodating was applied to the

business environment. Meanwhile there is price moderator

‘cause of less opportunity for product differentiation.

The customers for these restaurants are mainly parents and

teachers. People depending on the taste, environment, and the

quality of food preparation’ customers select to revisit the

restaurant. Quality of Food Preparation and customer

satisfaction can be seen as main themes in organization. The

food preparation and customer satisfaction and patronization

are in needs. To offer the good quality of food preparation

and make them satisfied are the main responsibilities of the

restaurant. If the customers are satisfied with the food

product preparation offered to them, it will increase the

benefits of the restaurant.

Keywords: food preparation, satisfaction, patronization

ABSTRACT

TABLE OF CONTENTS

INTRODUCTION

1.1 Background of the study

1.2 Aims/ Research question/ hypothesis

This study aims to answer the question How to establish

customer satisfaction and patronization

through food preparation? Specifically, the study aims to

determine if

a. Is there an impact of food preparation of TVL- HE 12

learners on the customers Is there a significant difference

on the customers’ satisfaction and patronization?

1.3 Limitations of the study

Methodology

1. Letter of Request for Installing Restaurant Simulation in

LNHS ( c/o Sir Henson )

2. Crafting of questionnaire

3. Letter of Approval for floating of questionnaire/

Interview

4. Planning and preparation for the restaurant simulation

5. Simulation Proper

6. Questionnaire / Interview

7. Presentation

8. Analysis ( Statistical )

9. Interpretation
 Chapter I

1. INTRODUCTION

When we say customer the first thing that comes to our

mind is business, it is important because the customer is the

reason to grow or further expand a business as the customer

grows, a business can also grow. One of the most important

things about having a business is customer satisfaction

because it helps you grow your business more, they can come

back to you because your customers are happy with how you take

care of them and also with having of neat and clean

merchandise and store. The more satisfied guests are, the more

likely they are to spend more, visit repetitively, share their

positive experiences, and recommend restaurants to friends,

families, and strangers online. It’s important not to

inconvenience guests at a restaurant’s convenience. Strategy

is also one of the important for you to grow your business,

because as an entrepreneur you can use it so that you have

more customers in your business it will help you to have more

of your own way to be able to attract customers. The important

of it is help us define our business, gives it purpose. It

helps us understand what success actually looks like. It

provides a roadmap for our business, shows us our destination

and identifies useful stopping points along the way.

( According to Paul Show ) Strategy also help you identify

your strengths and weaknesses, an effective strategy will help

you decide where your efforts and resources are best spent.

These decisions are crucial in ensuring your business has a

profitable and sustainable future. Food preparation is what we

need to focus on or pay more attention to because it should

not be ignored because health depends on it. When preparing

food, we need to ensure the cleanliness of the process and the

cleanliness of the food that we serve at the table because our

health depends on it, so we just have to maintain the

cleanliness of each item we use before cooking. As well as the

vegetables, meat, and fish that are included in our cuisine,

check carefully if it is fresh to ensure that it does not harm

the customers. Salient factors influencing food preparation

behaviors included culture and tradition, maternal family

members’ food preparation behaviors, food preparation self-

efficacy and attitudes towards healthy eating. By reviewing

the existing literature on customers’ satisfaction, there are

a large number of studies on customer’s satisfaction in the

private or public business sector. In the context of higher

education, few studies on customer’s satisfaction have been

conducted According to Navarro and Iglesias, numerous attempts

have been made by researchers to define the concept of

satisfaction in relation to services offered in higher

education. They acknowledge that satisfaction is the final

state of psychological process. Amelia and Garg stated that

the first impression is the one of the main considerations

along with the quality and correctness of the served food and
the gentleness of the staff in service. According to Garg and

Kumar, the dining experience has influenced the satisfaction

and loyalty of both students and staff customers. We will

learn more strategies about food preparation if we can go out

and talk to people who are used to preparing different foods,

we will learn more if we can talk to them in person, but we

can’t do that yet. So, we learners need to further expand our

brains regarding the strategies we should take.

School- Based Work Immersion at Lipay National High
School
 RESULTS AND DISCUSSION

TABLE 1

Perception of the respondents towards the Customer

Satisfaction and Patronization in Food Quality – The food is
served hot and fresh.

FREQUENCY PERCENTAGE
Strongly Agree 17 56.67
Agree 11 36.67
Disagree 1 3.33
Strongly Disagree 1 3.33
TOTAL 30 100

Table 1 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 17 respondents answered strongly agree

with a percentage of 56.67 % of the population, 11 respondents

answered agree with a percentage of 36.67 % of the population,

1 respondents answered disagree with a percentage of 3.33 % of

the population, 1 respondents answered strongly disagree with

a percentage of 3.33 % of the population.

This table indicates that a larger number of the respondents

answered Strongly agree.

 TABLE 2

Perception of the respondents towards the Customer

Satisfaction and Patronization in Food Quality – The food is
tasty and flavorful.

FREQUENCY PERCENTAGE
Strongly Agree 21 70
Agree 6 20
Disagree 2 6.67
Strongly Disagree 1 3.33
TOTAL 30 100

TABLE 2 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 21 respondents answered strongly agree

with a percentage of 70 % of the population, 6 respondents

answered agree with a percentage of 20 % of the population, 2

respondents answered disagree with a percentage of 6.67 % of

the population, 1 respondent answered strongly disagree with a

percentage of 3.33 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 3

Perception of the respondents towards the Customer

Satisfaction and Patronization in Food Quality – The quality
if great.

FREQUENCY PERCENTAGE
Strongly Agree 15 50
Agree 13 43.33
Disagree 2 6.67
Strongly Disagree 0 0
TOTAL 30 100

TABLE 3 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 15 respondents answered strongly agree

with a percentage of 50 % of the population, 13 respondents

answered agree with a percentage of 43.33 % of the population,

2 respondents answered disagree with a percentage of 6.67 % of

the population no one answered strongly disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 4

Perception of the respondents towards the Customer

Satisfaction and Patronization in Food Quality – The menu has
a great variety of item.

FREQUENCY PERCENTAGE
Strongly Agree 18 60
Agree 11 36.67
Disagree 1 3.33
Strongly Disagree 0 0
TOTAL 30 100

TABLE 4 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 18 respondents answered strongly agree

with a percentage of 60 % of the population, 11 respondents

answered agree with a percentage of 36. 67 % of the

population, 1 respondents answered disagree with a percentage

of 3.33 % of the population no one answered strongly disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 5

Perception of the respondents towards the Customer

Satisfaction and Patronization in Food Quality – The food and
beverages that they serve are excellent.

FREQUENCY PERCENTAGE
Strongly Agree 16 53.34
Agree 12 40
Disagree 1 3.33
Strongly Disagree 1 3.33
TOTAL 30 100

TABLE 5 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 16 respondents answered strongly agree

with a percentage of 53.33 % of the population, 12 respondents

answered agree with a percentage of 40 % of the population, 1

respondents answered disagree with a percentage of 3.33 % of

the population, 1 respondents answered strongly disagree with

a percentage of 33.33 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 6

Perception of the respondents towards the Customer

Satisfaction and Patronization in General Appearances – The
dish is attractive to look at and appetizing.

FREQUENCY PERCENTAGE
Strongly Agree 22 73.33
Agree 8 26.67
Disagree 0 0
Strongly Disagree 0 0
TOTAL 30 100

TABLE 6 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 22 respondents answered strongly agree

with a percentage of 73.33 % of the population, 8 respondents

answered agree with a percentage of 26.67 % of the population,

no one answered disagree and strongly disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 7

Perception of the respondents towards the Customer

Satisfaction and Patronization in General Appearances – The
dish has a good color combination.

FREQUENCY PERCENTAGE
Strongly Agree 25 83.33
Agree 5 16.67
Disagree 0 0
Strongly Disagree 0 0
TOTAL 30 100

TABLE 7 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 25 respondents answered strongly agree

with a percentage of 83.33 % of the population, 5 respondents

answered agree with a percentage of 16.67 % of the population,

no one answered disagree and strongly disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 8

Perception of the respondents towards the Customer

Satisfaction and Patronization in General Appearances – The
ingredients are cooked right.

FREQUENCY PERCENTAGE
Strongly Agree 18 60
Agree 9 30
Disagree 1 3.33
Strongly Disagree 2 6.67
TOTAL 30 100

TABLE 8 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 18 respondents answered strongly agree

with a percentage of 60 % of the population, 9 respondents

answered agree with a percentage of 30 % of the population, 1

respondents answered disagree with a percentage of 3.33 % of

the population, 2 respondents answered strongly disagree with

a percentage of 6.67 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 9

Perception of the respondents towards the Customer

Satisfaction and Patronization in General Appearances – The
dish has the correct consistency.

FREQUENCY PERCENTAGE
Strongly Agree 13 43.34
Agree 13 43.33
Disagree 1 3.33
Strongly Disagree 3 10
TOTAL 30 100

TABLE 9 shows the frequency and percentage distribution of the

respondents answered to our questionnaires.

Out of 30 respondents, 13 respondents answered strongly agree

with a percentage of 43.34 % of the population, 13 respondents

answered agree with a percentage of 43.33 % of the population,

1 respondents answered disagree with a percentage of 3.33 % of

the population, 3 respondents answered strongly disagree with

a percentage of 10 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree and agree.

 TABLE 10

Perception of the respondents towards the Customer

Satisfaction and Patronization in Palatability – The dish are
tasty and flavorful.

FREQUENCY PERCENTAGE
Strongly Agree 21 70
Agree 7 23.34
Disagree 1 3.33
Strongly Disagree 1 3.33
TOTAL 30 100

TABLE 10 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 21 respondents answered strongly agree

with a percentage of 70 % of the population, 7 respondents

answered agree with a percentage of 23.33 % of the population,

1 respondents answered disagree with a percentage of 3.33 % of

the population, 1 respondents answered strongly disagree with

a percentage of 3.33 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 11

Perception of the respondents towards the Customer

Satisfaction and Patronization in Palatability – The dish
taste right, not sour/ salty.

FREQUENCY PERCENTAGE
Strongly Agree 16 53.34
Agree 10 33.33
Disagree 3 10
Strongly Disagree 1 3.33
TOTAL 30 100

TABLE 11 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 16 respondents answered strongly agree

with a percentage of 53.33 % of the population, 10

respondents answered agree with a percentage of 33.33 % of the

population, 3 respondents answered disagree with a percentage

of 10 % of the population, 1 respondents answered strongly

disagree with a percentage of 3.33 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 12

Perception of the respondents towards the Customer

Satisfaction and Patronization in Palatability – The dish
taste neutral and natural.

FREQUENCY PERCENTAGE
Strongly Agree 14 46.67
Agree 12 40
Disagree 2 6.67
Strongly Disagree 2 6.67
TOTAL 30 100

TABLE 12 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 14 respondents answered strongly agree

with a percentage of 46.66 % of the population, 12

respondents answered agree with a percentage of 40 % of the

population, 2 respondents answered disagree with a percentage

of 6.67 % of the population, 2 respondents answered strongly

disagree with a percentage of 6.67 % of the population.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 13

Perception of the respondents towards the Customer

Satisfaction and Patronization in Price Fairness – Affordable
budget meal.

FREQUENCY PERCENTAGE
Strongly Agree 14 46.67
Agree 11 36.67
Disagree 5 16.66
Strongly Disagree 0 0
TOTAL 30 100

TABLE 13 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 14 respondents answered strongly agree

with a percentage of 46.67 % of the population, 11

respondents answered agree with a percentage of 36.67 % of the

population, 5 respondents answered disagree with a percentage

of 10 % of the population. No one answered Strongly Disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

 TABLE 14

Perception of the respondents towards the Customer

Satisfaction and Patronization in Price Fairness – Food
Quality statistics the customer given price.

FREQUENCY PERCENTAGE
Strongly Agree 17 56.67
Agree 9 30
Disagree 4 13.33
Strongly Disagree 0 0
TOTAL 30 100

TABLE 14 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 17 respondents answered strongly agree

with a percentage of 56.67 % of the population, 9 respondents

answered agree with a percentage of 30 % of the population, 4

respondents answered disagree with a percentage of 13.33 % of

the population. No one answered Strongly Disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

TABLE 15
 Perception of the respondents towards the Customer

Satisfaction and Patronization in Price Fairness – Drinks

offered have decent price range.

FREQUENCY PERCENTAGE
Strongly Agree 18 60
Agree 8 26.67
Disagree 4 13.33
Strongly Disagree 0 0
TOTAL 30 100

TABLE 15 shows the frequency and percentage distribution of

the respondents answered to our questionnaires.

Out of 30 respondents, 18 respondents answered strongly agree

with a percentage of 60 % of the population, 8 respondents

answered agree with a percentage of 26.67 % of the population,

4 respondents answered disagree with a percentage of 13.33 %

of the population. No one answered Strongly Disagree.

This table indicates that a larger number of respondents

answered Strongly agree.

CONCLUSION AND RECOMMENDATION

Our Work Immersion is not that perfectly done, because during

our preparation we experienced a lot of struggles and hustle.

We don’t have enough kitchen tools, and other staff that much

needed of our beloved customers. We experienced that a lot of

our customers changed their pre- orders that we take few days

before our Opening, we hear a lot of complains, because of the

delivery of the food by our waiters. But based on our surveys,

most of our Customers satisfied on the food we prepared for

them.

Based on what we experience during our School- Based Work

Immersion we want to suggest that Students must undergo

National Certificate Level II (NCII), under TESDA to assist

the learning and skills of the Students. Experienced and

skills is a must when you get this type of strand/ course, our

skills and thinking must challenge here, our determination is

much needed. The school must give more attention to the

students who’s getting TVL strand because some of them didn’t

want to pursue college anymore, that’s why they need to have

more knowledge about to what courses they will take.

References
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study of Temptation

Restaurant at Taylor’s University, Malaysia,’ European Journal

of Tourism, Hospitality and

Recreation, vol. 8, no. 2, pp. 99-106, 2017.

M. Chang, M. L. Suki, and A. Nalini, “A structural approach on

students’ satisfaction level”

Asian Social Science, vol. 10, no. 18, pp. 202-209, 2014.

M. Sapri, A. Kaka, and E. Finch, “Factors that influence level of

satisfaction with regards to higher

Educational facilities services,” Malaysian Journal of Real

Estate,vol. 4, no. 1, pp. 34-51, 2009.