CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL

LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

CHAPTER 2

REVIEW OF RELATED LITERATURE AND STUDIES

The literature and studies cited this chapter tackle the different concept
understanding and ideas, generations or conclusion and different development
related to the study on Customer Satisfaction Among Grade 11 Senior High School
Learners in School Canteen’s Food and Beverages which serves as the researcher
guide in developing the study. The researcher had made reviews regarding literature
and studies that had been published related to the study.

2.1 REVIEW OF RELATED LITERATURE

Local Literature
Customer satisfaction is related to fulfillment response, pleasurable fulfillment
by which consumers perceive that consumption fulfills some need, want, desire or
goal (Lengnick-Hall, and Oliver, 1999). Food and Beverages quality have important
role in school canteen, food and beverages is related to customers satisfaction with
the quality of fast-food served them (Kivela et al. 1999). Canteen staff affects
customers perception of service quality (Hensley, et al. 2007). The interactions
between canteen staff and students, such as smiles, and greetings and high level of
responsiveness, cleanliness and quick service is important as it influences student
satisfaction in the service quality (Barlett and Han, 2007).
According to Labay et, al. (2014), the Lyceum International Maritime Academy
students agreed that the problems like lack of space, chairs and tables, and poor
ventilation. The Lyceum International Maritime Academy propose solutions to these
problems involving stakeholders. Lyceum International Maritime Academy canteen is
accomplishing its vision and mission to further satisfy the needs of their students.
According to Sagarino et, al. (2016), the canteen at the University of the
Immaculate Conception in Fr. Selga campus plays a very important role when it
comes in providing food to the staff and students. In order to provide a service that
satisfies its customers, one of the functions of the canteen is provide kind of service.
The results show that the participants are satisfied with the school canteen in terms
of price, people, and place there are still areas that need improvement.
 CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

Foreign Literature
According to Elramli, and Elbakoush (2019), more than half of the students
satisfied with the canteen food service. Students in Bhenghazi city were eating their
breakfast at home, most of the students had high preferences and satisfaction in food
served in school canteen, however some students had their breakfast at home. As
more than half of students ate their breakfast at regular time, and the rest of students
are not. Students having their breakfast is more concentration than have not.
According to the study in the United Kingdom (2011) school canteen’s have the
potential impact by providing healthy food breakfast for students who do not eat
breakfast at home.
Moreover, according to Ruiz et al. (2019) the implementation of DepEd Order
No.13, unhealthy food and beverages removed from the schools and offices, for
betterment and improvement of students health, but it would also restrict them of
food and drinks that could bring to them happiness, enjoyment, and satisfaction.
Thus, it is imperative to see how the Senior High School students are satisfied with
the food being served in school canteen. One of the factors that influence in
customer satisfaction is the serving sizes should also be changed, the majority of
students are not happy with the serving sizes of food in the canteen. According to
(Pham, 2018) customer satisfaction is predicted by Perceived Value, Service, Food
and Beverages Quality, Facility, Price, Fairness, and Convenience.
Additionally Liang, Zhang (2009), proven that quality factors such as food
quality, variety, convenience and price fairness have a significant impact on students
satisfaction, while the impacts from interaction and environment factors are not
significant. However, most schools provided food services at morning recess and
lunchtime but one-third provided food before school. Most schools want to improve
the quality of their food services, especially via school food policies (Maddock,
Warren, and Anthony, 2005). The students are satisfied in overall with services of
Tangibility, Assurance, Reliability and Empathy (Malik, Danish, Usman, 2010).

2.2 REVIEW OF RELATED STUDIES

Local Studies
The quality of canteen services and the level of satisfaction can be continuously
improved or developed and prioritize the importance of quality through canteen
management (Aquino, et al. 2019). The school canteen must improve their food
quality and safety of their food to get higher satisfaction rate. School canteen staff
 CUSTOMER SATISFACTION AMONG GRADE 11 SENIOR HIGH SCHOOL
LEARNERS IN SCHOOL CANTEEN’S FOOD AND BEVERAGES

must improve their service and the condition of the school canteen (Viernes, 2020).
Moreover, the school canteen staffs may also find ways to to make the canteen more
presentable, clean, convenient, and making its ambiance more comfortable (Galabo,
2019).
According to Reconose (2021) study as well as the participants perception of
the satisfaction level of the Liceo de Cagayan University main campus canteen, was
rated as unsure level of satisfaction. It can be concluded that the canteen services
were not consistent. Therefore, the owners or management of Liceo de Cagayan
University main campus canteen should meet the high level of student satisfaction
and always remain consistent in providing good service quality to achieve higher
profit.
Moreover, as shown by the weight value regarding distribution of canteen
services such as customer service that the participants slightly agreed with these
services. It can be concluded that the canteen did not fully meet the expectations and
wants on how they render services in order to maintain the consistency of sales.
Furthermore, as indicated in the Pearson correlation result, there is a
significant relationship between the students satisfaction and the canteen services
such as food, beverages and service in the canteen. Students satisfaction can only
be achieved if the services offered are prioritized and well systematized.
However, the results shows that the variety of food and beverages offered in
school canteen has no significant relationship with the level students satisfaction.

Foreign Studies
According to Perdigon (1998), customer satisfaction depends on the services
offered by canteen that include food and beverages quality and service quality. To
supply the school community with nutritious and affordable food and drinks, the
canteen should be based on good management practices and be financially self-
sustaining.
According to Usman et. al (2010) study aimed on the impact of the different
quality of students satisfaction in higher educational institutes of a big division of
Punjab province of Pakistan. Both public and private were include in the study. In
order to record the responses of 240 students at a response rate of 96% a
convenience sampling technique has been used. SPSS and AMOS assisted in the
analysis of the data. The results show that the student satisfaction is based on how
much they trust on the quality of service.