BAPLOR Et Al. ChapII

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Republic of the Philippines

Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

LEVEL OF SATISFACTION OF STUDENTS WITH SCHOOL CANTEEN


SERVICES: A QUANTITATIVE RESEARCH STUDY

A Research Presented

to the Faculty of Senior High School

Koronadal National Comprehensive High School

In Partial Fulfillment of the

Requirements for the Practical Research II

(Quantitative Research)

By

Raiza R. Baplor

Justine Mae C. De Jesus

Maryiel Maderable

Cleofelyn Maregmen

Aisha Sandatu

Ic Sola

Kyle Gonatice III

Jim Endrix Guanzon

December 2024
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

CHAPTER II

REVIEW OF RELATED LITERATURE AND RELATED STUDIES

This chapter presents the related literature and studies pertinent to the

study or research. The knowledge secured these studies previously conducted

afforded the researcher a wide range of information and in-sight which furnish the

background for the development of the study.

School Canteen

Mensink et al. (2012) stated that the environment can exert a strong

influence on people’s food decisions. In order to facilitate students to make more

healthy food choices and to develop healthy eating habits, it is important that the

school food environments is healthy. The Healthy School Canteen Programme of

the Netherlands Nutrition Centre is an intervention that helps schools to make

their cafeteria’s offering healthier. A descriptive study was conducted by an

independent research agency to survey the perception, experiences, and

opinions of the users of the programme (school directors, parents, students, and

health professionals). Results show that directors and students of participating

schools perceive their cafeteria’s offering to be healthier after implementing the

programme than the prior to implementation. Next, further important results of the

study are highlighted and relations with other projects, caveats, and practical

recommendations are discussed. It is concluded that the Healthy School

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Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

Canteen Programme is a promising intervention to change the school food

environment but that further research is needed to ultimately establish its

effectiveness. Also, it will be a challenge to motivate all schools to enroll in the

programme in order to achieve the goal of the Dutch Government of all Dutch

school cafeterias being healthy by 2015.

Based on Alger (2017) he mentioned that in Australia, school canteens

are an integral or it is a fundamental part of the school environment, also it is the

ideal site to encourage healthy eating. However, when the canteen is not

supported in the school system, healthy menus maybe difficult to implement,

moreover a range of influences such as: maintaining profit, reduced volunteer

support and student choice negatively impacted what was sold on the canteen

menu, the study indicated that offering a sustainable healthy school canteen

menu largely depended on the support and resources provided by the school

system. Although schools are the best places to implement solutions to over-

nutrition and obesity since children and young adults spend most of their time in

school and consequently, spend more time in school than at home. In addition,

Adunna (2020) mentioned that when providing nutritious food and affordable, the

canteen should focus on good management practices and be financially self-

sustaining. Moreover, effective canteen management requires that everyone

involved knows its goals and objectives and it is familiar with its policies canteen

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

staff and committee develop an implementation plan ti achieve policy everyday

operational procedures.

A rapid appraisal approach to assess the condition of school canteens in

Jakarta, Indonesia. It found that none of the schools fulfilled the requirements for

a healthy school canteen, lacked commitment and human resource development,

and had no formal training on food hygiene and sanitation. The central weakness

of school commitment associate with other low performing indicators of a healthy

school canteen. Schools need further assistance to get started with a written

policy and establishment a committee for a healthy school canteen (Dwi Nastiti et

al., 2019).

Johannes (2013) discussed that school canteens should provide cheap,

sanitary, nutritious food such as fresh milk, fresh fruits and fresh drinks, boiled

root crops, high calorie indigenous recipes and the like. Canteen personnel

handling food in the canteen should be required to undergo training for food

handlers, obtain a certificate of good health from the municipal health department

and observe hygiene. Operational practices that will be to the welfare of the

students, teachers and to the school as a whole as well as any violation of the

provision of the Memorandum of Agreement and the operational management

guidelines should be considered as grounds for the return of the canteen

operation to the school.

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

Titcombe et al., (2010) it was stated in the author's observation that the

canteen is a provider of much more than vending machines. Aside from its offer

of vending solutions, its comprehensive refreshment and dining services help

clients turn the company's vending and dining offerings from what can be a

compromise for the sake of convenience, to clients' and employees' first choice

for food and beverages. For clients who need more than traditional vending

machines, canteens provide full-service vending options with a greater, fresher

selection than traditional machines. For clients who require the next level in

dining services, canteens offer Dining solutions, from food kiosks to full-service

cafes and restaurants which give more convenience to everyone. The canteen

provides customized food service programs in-house or through one of

concessionaire type, semi-outdoor set-up whether for break room, office coffee

service or pantry provisions and office supplies selling scheme. Most vending

machines are self-service but the canteen gives clients a middle ground, offering

full service vending with the convenience and speed of traditional self-service

machines.

Customer’s Satisfaction in Business

Kumaradeepan et al., (2017) stated that customer satisfaction in

marketing is the most common used instrument for a key performance of many

business. Additionally, it is the measure of how the products and service supplied

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

meet or exceed customer expectation, likewise the expectation of the customer is

based on the satisfaction with one-self along with customer loyalty is becoming a

paramount factor in the businesses for their long-term and short term survival.

On the other hand, Manesh et al.,(2018) stated that customer satisfaction is a

state of mind where the customer think that the product features are compatible

with their personal expectations, moreover, if the performance falls short of

expectation, the customer dissatisfied and if it matches the expectation, the

customer is satisfied. Otherwise, Surreal (2008) stated that in the Philippines,

service quality is simple or the customer satisfaction the people generalize about

the entire organization based on the moment of truth. Moreover, the underlying

assumption is that customer perceptions of service encounters are important

elements of customer satisfaction, perception of quality, and long-term loyalty,

satisfying the moment of truth, one at a time, results in customers coming back.

In the study conducted by Parasuraman et al., (2020) stated that service

quality is nature a subjective concept, which means that understanding how the

customer thinks about the service quality is essential to effective management.

Moreover, the SERVQUAL models includes of five dimensions, they are

tangibles, reliability, responsiveness, assurance, and empathy, the main goal of

their study is to measure or determine the degree of the service quality and it

depends on the customer’s expectation, SERVQUAL has been compare to the

customer’s expectations before a service encounter and their perceptions of the

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

actual service delivered, it is the commonly instrument or a method to measure

consumers perceptions of service quality. However in the Philippines, Garcia et

al., (2017) stated that in the Lyceum of the Philippine University seeks to

examine the competitive and strategic advantage through evaluating its services

to International students about their quality assurance of canteen services, the

researchers conducted the descriptive method of the research which employs

quantitative approaches, the findings revealed to their study are generally highly

satisfied with majority of the services offered.

Hamza (2020) express that customer expectation is the ideas and feeling

of a customer toward the service or it product that depends what he or she needs

from the product and expects it to do. Furthermore, the customer expectation

about the product or service is the core of their satisfaction, every customer

might have some kind of expectations about the performance, price, and quality,

and once the product or service is capable of meeting or satisfying the

customer’s expectation, it can be termed as customer satisfaction.

According to the book of TongoMosura and Crisostomo (2008) entitled

“Marketing”, market success happens when marketers exceed the value offered

by competitors. The customers will decide what products they will buy based on

judgments about the values offered by several different suppliers. After buying

the product, customer satisfaction depends on whether its perceived

performance matches or exceeds expectations. Customers form expectations

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

through discussion with other people, after buying a product, as well as the

supplier’s marketing activities. When performance of the product or service falls

short of expectations, this can lead to dissatisfaction. Therefore, the expected

sales do not happen. Because today’s competition is too intense, it is not enough

to match performance and expectations. When expectations are met, customers

are delighted with the result. The concept of customer satisfaction helps to

separate characteristics that cause dissatisfaction, satisfactions are delight.

Canteen Management

According to Marroguin and Brandt (2017) stated that even though

services usually tend to be ‘’naturally intangible’’ which means it cannot be

remove or destroy, rather than an abject with the opposite nature, it might not be

a clear feature after all. And it is the cause of many services or facilities that can

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

equipment, physically entity ad even staff. Moreover, there are facility activities

composed by two stages, and it is the interaction between the customer and

provider is being held, while the second stage might take time to take advantage

to be visible actions. In addition they stated also that the best example for

assumption in the service offered by a canteen catering provider, because it

composed of wide variety of retailing foods and drinks. On the other hand of the

studies in the country of Philippines, according to Omadto (2019) said that each

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

of the canteen management and facilities follows a guidelines on their

operational management set by the Department of Education through their order,

the guidelines given to them was to rationalize the operation of the management

of school canteens in the public and private academics system to ensure that the

schools canteen shall help to eliminate malnutrition among their pupils.

Moreover, school canteen may cooperate under variety of management

structures, a formal management agreement discussing the terms and the

conditions in order to sign by the relevant management parties such as principal,

school councils, or the private contractor.

Adunna (2018) 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 be

financially self-sustaining. The canteen is a small business. Like any business, it

requires good management practices to be efficient and successful. Effective

canteen management requires that: everyone involved knows its goals and

objectives and is familiar with its policies canteen staff and committee develop an

implementation plan to achieve policy goals day-to-day operational procedures

are structured and enforced staff are adequately trained and supervised staff

carry out efficient stock management, accounting and financial procedures staff

are familiar with their duties and knowledgeable enough.

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

Enchiverri (2011) studied the management of the school canteen in the

Laguna State Polytechnic University campuses. Based on the findings of this

study, the following conclusion where drawn: (1) Majority of the canteens were

managed by private individuals and found out that all canteen facilities and

equipment were moderately adequate; (2) food procurement was supervised by

outside paid helpers; (3) canteen managers ensured that the ingredients to be

cooked was washed thoroughly and prepared nutritiously; (4) majority of the

canteens were implementing self-service in food serving;(5) problems in the

operation of the canteen include lack of personnel, lack of time in food

preparation, source of water supply and student’s preference for junk foods

instead by nutritious one.

School canteens may operate under a variety of management

structures, depending on the individual characteristics and needs of the school.

Most canteens in schools are run under the direction of, and are accountable to,

the school council. Schools may decide to provide a food service to students in

several ways. A formal management agreement detailing the terms and

conditions of the management structure should be drawn up and signed by the

relevant management parties, which will usually be the school council and

principal, or the school council or principal and private contractor. Contracting a

canteen business is not as new but contains several procedures which need to

be taken seriously for a more effective means of negotiating an enterprise. The

PAGE \* MERGEFORMAT 2
Republic of the Philippines
Department of Education
Region XII
City Schools Division of Koronadal
KORONADAL NATIONAL COMPREHENSIVE HIGH SCHOOL-SENIOR HIGH SCHOOL
City of Koronadal

following pointers should help you in selecting a good supplier. An ideal supplier;

is located locally has been recommended by other school canteens delivers

frequently, and will do so at a convenient and suitable time for the canteen

delivers stock in good condition, for example ice cream which is always frozen

and fruit and vegetables which are always fresh delivers stock with the maximum

shelf life follows appropriate storage, handling and food safety requirements,

such as adequate refrigeration for chilled and frozen goods and shade and cover

for fresh produce uses adequate packaging and handling procedures to ensure

products are not damaged offers an adequate range of products communicates

well, keeping you informed of price changes, specials and product availability

offers competitive prices, as well as specials, discounts and incentives offers

taste-testing opportunities or free samples to trial provides free promotional

material in line with your healthy canteen policy, such as posters promoting

healthy food products offers incentives, such as equipment rewards offers

convenient and acceptable payment procedures, including method of payment

and settlement terms (Bensons, 2013).

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