Cookery 12 Satisfaction on the Food Services Provided

by the School Canteen

CHAPTER I

INTRODUCTION

Background of the Study

Customer satisfaction plays an important role within a business. Not only it is the leading
indicator to measure customer loyalty and identify unhappy customers, it is also a key point of
differentiation that helps to attract new customers in competitive business environments.
Therefore, satisfaction is a person’s feeling of disappointments resulting from comparing a
products perceiving performance relation to his/her expectations. If the performance falls short
of expectation, the customer will not feel satisfy. If the performance matches the expectation
customer will be satisfy.

Schools shall encourage implementing comprehensive health and well-being programs,

including food and nutrition education. They help eliminate malnutrition, and serve as a venue for
the development of desirable eating habits among students. By virtue of Dep. Ed. Order No 14.
S, 2005, the Instruction to Ensure Consumption of Nutritious and Safe Foods in Schools that all
schools must have school canteens. This is reiterated by Dep. Ed Order No. 8 s of 2007
implementing guidelines on the school canteen. Canteens shall serve as venue for the
development of eating habits. All canteens have the responsibility to provide safe food. Safe food
means that it is well prepare, well cook, and well serve in a way that it will retain nutrients and
minimize bacterial contamination and growth.

As stated under Presidential Decree No. 856 Code on Sanitation of the Philippines, a food
establishment should include sanitation requirements for food service structure and facilities. It
describes the requirements for food handlers as well as regulation after using toilet and washing
facilities, and disposal of refuse and vermin control. Knowledge and compliance with the
requirements of the sanitation code by the food service operators will ultimately result to their
own benefit since customers prefer eating in clean and sanitary premises. The maintenance of
high standards of sanitation in the food service operation cannot be compromised by the
management. Sanitation should be treat as a way of life in food service because laxity in
sanitation rules can mean illness for customers. To maintain high standards sanitation,
management must be familiar with sanitation laws and ordinances that govern the operation of
food service business.

This code is further emphasized on Article 8 of the Local Government Code that the duty of
the health officer is to direct the sanitary inspection of all business establishments selling food in
accordance with the sanitation code. School canteen is an indispensable unit which is primarily
construct for the benefit of the learners in all levels of schooling. Hence, school canteen plays an
important role in promoting good nutrition because it can give students a taste for healthy food,
support nutrition messages in class and show better choices for lunch and snacks. Good food
gives students all the nutrients to grow and to develop to be able to concentrate and learn well in
school.

Among the factors to be consider is the quality of service offering to the student’s and
other customers. Therefore, it is imperative that service quality shall give an utmost importance
since will result in recognizing the amount of approval from the students and the furtherance of
their support.

Statement of the Problem

This study is set out to address the following questions:

1. Demographic Profile of the students; and

2. What are the satisfaction levels of the Cookery 12 Students in the school canteen as to the
following:

a. Nutritional Value

b. Taste of Food

c. Price

d. Cleanliness of the Canteen

e. The canteen staff

3. What is the best way in order to improve school canteen services?

Significance of the Study

This study is important to determine the satisfaction on the food services provided by the
school canteen. It may be relevant to the following individuals..

To the Administrator. This study will give an overview to the school administrator/school
officials for the satisfaction of the students as well as the teachers to the food services that
provide by the school canteen.

To the Students. This study will help them express their insight regarding to the food service
that provides by the school canteen.

To the Canteen Management. This study will provide the management with the information
about the present status of the school canteen and to let them know that there are factors that
affects the totality of the service that they are rendering. Likewise, it will provide some insights
and information on how they will manage the canteen for the benefit of the customers such as
the Teachers and the Students who the main clients who must be serve are and is please.

To the Future researcher. This study will benefit and help the future researcher make this as
their guide. The ideas that are present will be used as reference data in conducting new research
or in testing the validity of other related findings. This study also serves as their cross-reference
that will give them a background or an overview.

Scope and Delimitation of the Study

This research attempts to determine the student’s satisfaction in the terms of the canteen
service provides: such as Nutritional Value, Taste of Food, Price and Cleanliness of the Canteen.
Also attempts to describe the traits of canteen staff.

The researcher limits this research to the selected Grade 12 Cookery Students in Mapandan
National High School - Senior High School.
Definition of Terms

For better understanding of this study, several relevant terms are define as follows:

Canteen- is a place where food is provided in a military camp, college or other organization, or a
small container for holding drinking liquids.

Cleanliness- the state of being free from dirt or unwanted matter.

Food- any substance taken into and assimilated by a plant or animal to keep it alive and enable
it to grow and repair tissue; nourishment; nutriment.

Nutrition-is nourishment or energy that is obtained from food consumed or the process of
consuming the proper amount of nourishment and energy.

Price-means the cost or the amount at which something is valued.

Staff- is defined as to add employees to an organization, group, etc.

 CHAPTER II

Review of Related Literature and Studies

This chapter reviews related literature and studies which serves as frame of reference
for this study. Related literature and studies, foreign and local, are presented such that
some of the present study’s variables have been tackled.

Related Literature

Most people are concerned with food taken daily without regard for practices or
habits which may influence good health. It is a common observation that when food is
presented to a person his/her attention is focused on the aesthetics value and how the
food appeals to the palate, rather than on the nutritional content. This reality calls for
the need to re-orient people on the cause-and-effect relationship between eating and
health. One’s drive for food and the way he is satisfied is important, food is needed by
man not on for energy work and play but also for maintaining body function such as
breathing, beating of the heart, digestion of food, circulation of the blood, absorption of
food, excretion of body waist and other processes. No single type of food is capable of
providing all the nutritional needs of a person. It is therefore important that daily diet
contains the correct amount of all food listed in daily guide to good nutrition.
(Velasquez, 2004)

Many children rely on their school canteen for their snacks and lunches with child
obesity levels rising and physical activity level declining it is important that the canteen
provide a range of healthy food. Many Education Departments now require school
canteen to provide healthy food for students. (en.wikipedia.org/healthy_kids_school)

According to Bernardino and Lee, (2005), food contains the essential nutrients
needed by the body for its normal growth and development. It is necessary for student’s
to know the sources, function and nutrients of the food they buy, adequacy for these
nutrients in their diet will result to good health. Hence, students must learn to plan,
select, prepare and serve simple but nutritious food.
 School canteen plays four-fold role in the educational program school. First, it helps
combat malnutrition. Second, it is a center for teaching health. Third, it helps in the
vocational and social and training of students. And lastly, it presents an opportunity of
correlating teaching experience which is centered of foods. The needs of teenagers in
general are greater than those of children and adults. Their food requirements are used
for growth and development and enhanced activity. As young adults, they have the
freedom to choose what they like to eat but they should guide on their choices. (Cruz,
2003)

Related Studies

A. Foreign

Narayana Murthy (2000) has studied socio-economic profile of the work force and
employee welfare activities in Indian Industrial Organizations. It is found that majority of
the employees in co-operate sector units are satisfied with the existing welfare, canteen
and health facilities.

All these studies help the management, unions and governments to improve the
existing state of affairs mainly by emphasizing on functional areas of Human Resources
Management and existing welfare amenities in a single unit or two units or more with a
comparative study in the same sector like private or public or co-operative. There have
been very few comprehensive studies in the field of work environment and less
concentration on the provision of welfare facilities and amenities provided by the
Government and the management of the undertakings as well. However, surprisingly
very few attempts have been made by the researchers to study the extent of canteen
facility to the employees of any unit. The study shows the gap and also furnishes the
reasons between the practice and precept.

B. Local

Gadais (2004) conducted a study on the comparative level of satisfaction in relation

to customer service between Jollibee and McDonalds. The descriptive type of research
was the method use in evaluating the level of satisfaction of the customers. Survey
questionnaires were distributed to 100 randomly selected HRM student’s at a College in
Fairview. Result showed the following: 1.) on the number of times of visits at the two
establishments at least twice a week. 2.) On what made the respondents decide to eat
at either of the two establishment, it showed the 53% on Jollibee and 49% on
McDonald’s for accessibility, good service, and affordability, 24% and 23% respectively
for accessibility alone; 15% and 19% respectively for good service alone; and 8% and
90% respectively for affordability alone. 3.) When it comes to level satisfaction of the
customers in relation to customer service, it was found that for both establishments,
respondents are satisfied. Sanitation is ranked as number one. However, cleanliness of
table and comfort rooms were least ranked (fairly satisfied). To offer fast and efficient
service was ranked number one suggestion by the respondents.

The similarity of the reviewed study and the present lies in having the same
objective that is to know the level of satisfaction of the customer. In addition, difference
from the previous study is that this study is limited in Caluluan High School while the
reviewed study focused on Jollibee and McDonalds.
 CHAPTER III

METHODOLOGY

DESIGN

This study used descriptive design where qualitative data treatment research
paradigm employed. It focused on the student’s level of satisfaction on the food served
in school canteen.

The researcher gathered information through the use of survey questionnaire as an

instrument in collecting data. The collected data were evaluated and analyzed for its
validity and suitability to the research.

ENVIRONMENT AND PARTICIPANTS

The study was conducted at Mapandan National High School - Senior High School
Department, situated in Poblacion, Mapandan, Pangasinan with one-hundred fifty (150)
meters from the town proper. This school department has Mr. Angelo S. Guba as
Assistant Principal II, forty (40) faculty members and more than nine-hundred (900)
students.

The researchers come up with twenty (20) students as the respective respondents.

INSTRUMENT

The researchers used survey questionnaires to gather the required data. The
questionnaire talks about the student’s satisfaction on the food services provided by the
school canteen.

PROCEDURE

Before the conduct of the study, especially the conduct of the survey, the
researchers made sure that they get the official permission from the office of the
Principal for the approval of the conduct of the activity and from the department
coordinator. During their vacant time, the students questionnaire was distributed one by
one to selected Cookery 12 students.

STATISTICAL TREATMENT

After the questionnaires were retrieved, the data gathered were tallied, tabulated
and interpreted using the formula of the mean and were percentage.