CHAPTER I

THE PROBLEM AND ITS BACKGROUND

INTRODUCTION

The Department of Education Order No. 13 Series of 2017 –Policy and Guidelines

on healthy Food and Beverage choices in Schools and In DepEd Offices includes the

information and guidance to promote and developed healthy eating habits among the

youth and DepEd employees by making available healthy, nutritious, and affordable

menu’s choices and for selling food standards. This DepEd order aims to make available

healthier food and beverage choices among the learners and DepEd Personnel. The

stockholders introduce a system of categorizing locally available foods and drinks in

accordance with geographical, cultural, and religious orientations, provide guidance in

evaluating and categorizing foods and drinks and supply guidance in the selling and

marketing of foods and beverages in schools and DepEd offices, including the purchasing

of foods for school feeding.

School canteens provide foods that are needed by every people inside the school

premises. School canteens have the standard that should be the basis of everyone’s

satisfaction. It is an exclusive area where there are designated rules that should be

implemented.

This order is being implemented in all public school around the Philippines where

foods and beverages are only limited, limited in a way that the content must be measured

according to the standard that are given. This order includes the volume of sugar content,

1
the salt content and any other condiments that are mostly used in some foods that are

available inside the Campus.

Canteen is a very important facility for the students in order to achieve better

standard of food and refreshments that are provided to the students at reasonable prices

so as to make available to them in hygienic food. These likely help them to be healthy

and efficient. Canteens also sense as places where students can meet informally and

refresh themselves by a relaxing conversation.

There are many problems that are present in every school canteen towards the

services that are provided in this study. The researchers aim to gather information about

the level of satisfaction among the students of Dela Paz National High School on the

products sold in the school canteen.

2
 STATEMENT OF THE PROBLEM

The study aims to illustrate the level of satisfaction among the Senior High School

students and teachers towards the school canteen as an input for quality service. In

relation to the main problem, this research activity is undertaken to seek answers to the

following specific problems:

1) What is the level of satisfaction of the Senior High School students and Junior and

Senior High School Teachers towards the school canteen in terms of:

a) Staff Service;

b) Physical environment; and,

c) Quality of Service?

2) Is there a significant difference between the perception of the teachers and the

Senior High School students in the level of satisfaction of the canteen towards the

Staff service, Physical Environment and the Quality of Service?

SIGNIFICANCE OF THE STUDY

The purpose of this study is to know the level of satisfaction in terms of service

among the Senior High School students and teachers of Dela Paz National High School

canteen. It aims to benefit the staffs and as well as the students towards their experience

in canteen. The study is significant to the following:

Canteen Staffs- they will be able to:

1) Apprehend the difficulties in their service.

2) Improve their way of interaction.

3
 3) The staffs will hopefully develop their service.

Students and Teachers- they will be able to:

1) Be satisfied in the service that the canteen has improved.

2) Experience good way of service.

3) Enjoy the company of the staffs and the environment.

Future researchers- they will be able to:

1) Use it as a guide or direction to their research using additional variables.

SCOPE AND DELIMITATION

The study covers the level of satisfaction of the students and teachers in Dela Paz

National High School canteen in terms of their service. This study will give the canteen

staffs an idea on what are the common problems that their service lacks at. The study will

be limited to all the Senior High School students and representative teachers in Dela Paz

National High School which will be the location in gathering data that is found at Ninoy

Aquino Avenue, barangay Dela Paz, Antipolo City. The said respondents are to be given

a survey questionnaire from upon their approval and answer the questions accurately.

CHAPTER II

REVIEW OF RELATED STUDIES AND LITERATURE

4
 Related studies and literature give useful insights that can help the researchers

to this study, there are many studies conducted by different researchers.

RELATED LITERATURE

Below are the reviews of related literature written by foreign and local authors

which supports and greatly contributes to comprehension of the study.

As mentioned by Borrey (2016), sustaining sanitized and safe school canteens

require a systematic approach, because of its “busy” environment. Canteen staffs

should always be cautious and be reminded of proper hygiene. Also, to ensure a safe

food that the students eat, the workplace must be clean and pest-free from infection and

diseases that may obtain in filthy substances. The equipment must be in proper places

and is uncontaminated especially those utensils that is used by the students. The

maintenance of the utilities should be regularly checked for sanitizing and healthy

environment of the workplace. The knowledge and wisdom of staffs is the key to a clean

and safe environment of the canteen to serve a student a quality service food.

Pursuant to Geronimo (2017), the Department of Education has toughen their

campaign in making healthier food and beverage in all public elementary and high schools

in the country to achieve energy balance and a healthy weight, limits the total

consumption of saturated fats to unsaturated fats, limits the sugar intake and salt

consumption. For the benefit of the students, the DepEd had proposed this to avoid

"Unhealthy food eating patterns and a sedentary lifestyle led to an upward surge in

overweight and obesity." Students are now likely to live in sedentary lives that they are

5
becoming lazier and less productive because of their food eaten. They have been choosy

in selecting; they demand for food that has too much sugar or salt and avoid fruits and

vegetables which lead them to many diseases because of weakening the immune

system.

On the word of Clements (2016), mentioned about how helpful school canteens

are in developing positive attitudes and behavior towards food. Adding variety to the menu

enable the canteen to operate in a manageable way, interesting foods and new to eyes

also the unique way of presenting it makes the students curious about the food. Creating

combo meals to students is a great way to ensure balanced lunch in an affordable price.

As stated by Pilgrim (2013), school administrators should establish a definite

canteen policy, must create canteen committees to identify problems and improve service

and food quality. Approximately, large number of students eats in school canteens every

day since they are prohibited to leave school during the day they constitute a captive

market for canteen operators. This must not lead to exploitation through high prices or

poor quality of food and drinks. Schools have a duty to properly feed students and staff.

Administrators and canteen committees have obligation to guarantee that school

canteens meet National Standards for Food preparation, storage, hygiene and safety.

Failure to do so will lead to serious health problems for staff and students who consume

the fare.

As mentioned by Bermosa (2013), there are two types of school canteen

management in the Philippine public elementary; the first was cooperative type and the

second is school management type. Before, all public and secondary schools are required
6
to build a canteen through a DepEd Memorandum, there are certain rules that should be

followed such as; the school canteen should be manage by TLE teachers in High School

and EPP teachers in elementary schools, vendors are banned inside the school premises,

hand wash area must be present, and has sanitary permit from the local government.

Few years back, the school canteen was being manage by the Canteen Manager who is

elected by the members of the cooperative and the salaries of the helper was taken from

the profit. At the end of each month the net profit will be split into 70-30, 70% for COOP

(members) and the other 30% was for school administration.

RELATED STUDIES

Below are the reviews of related literature written by foreign and local researchers

which support and greatly contribute to the comprehension of the study.

On the word of Karim and Liana (2014) school canteens are way more than just a

system of supplying foods for students they also play a vital role in education, health and

well being of students and the community they serve. Their study was to explore and

document the practice, knowledge and type of servicing system in order to decrease the

incidence of food borne disease. This is supposed to be a key to the recurring food

poisoning outbreak in schools. Furthermore, the results of the study were showed that

the canteen management guidelines should be emphasized more among food handlers.

It is suggested that there should be actions taken by authority and/or canteen superior to

help food handlers with food safety knowledge.

Based on Dumlao. (2014), the findings of the research show that demographic

characteristics is the common factor in influencing the food preferences for most of the

7
students. Food characteristics and menu frequency creates a guide for planning a menu

that deals with the preferences of students. Most of the students who have more amount

of allowance have a great chance that they will not patronize the school canteen. It is

noted that the impact of food characteristics to food preferences are depending on the

portion size, food presentation, cooking preparations and the affordability. It is concluded

that the determinants are vital in developing Canteen management program. Meeting

their demands, needs and preference of the students establish a viable canteen

management program

According to Cudjoe, Donkoh, Kaba, and Quainanoo (2012), customers’

perception about food and service are considered very crucial in getting their satisfaction.

Their study was focused on customer satisfaction and general perception about food

service of two restaurants. The principal components that influenced patrons’ frequency

visits on Restaurant A were cleanliness of eating area, cleanliness of serving area,

appearance of staff and relaxed atmosphere. For Restaurant B was efficiency of service

friendliness of servers, and pleasing appearance of food.

Pursuant to Caiga, Labay, Macuba, Mondragon, Salazar, Sarmiento and Veron,

(2015), their study was about the satisfaction of students on the services rendered by the

canteen. The study would determine the students’ level of satisfaction. The result shows

the students that are the respondents have been satisfied, but had agreed that to the

problems like lack of space, chairs and tables, and poor ventilation. The students are well

aware that there are still things that are needed improvements. It is recommended that

the canteen personnel may attend seminars related to food services, conduct a monthly

maintenance of facilities, and post a list of canteens’ rules and regulations.

8
CONCEPTUAL FRAMEWORK

Figure 1

9
 HYPOTHESES

The following null hypotheses which are hereby stated in null:

1) There is no significant difference between the perception of the teachers and

Senior High School students in the level of satisfaction in the school canteen

towards the Staff service, Physical environment and the Quality of Service.

DEFINITION OF TERMS

Canteen- Refers to the place in schools that provides foods and services.

Respondents- Refers to the group of people who will give feedback and response to the

given survey forms.

Satisfaction- Refers to the degree of fulfillment of the students.

Service- Refers to activities that provide satisfaction among the students in a given area.

Staffs- Refers to the people who provide services inside the area of canteen.

10
 CHAPTER III

RESEARCH DESIGN

This chapter deals the methods of research, the sources of data, the data

gathering instrument, the data gathering procedure, and the statistical treatment of data

that will be used to answer the problems in the study.

METHOD OF RESEARCH USED

To determine the level of satisfaction among students towards the school canteen:

Input for quality service, the descriptive method of research was used in this research.

The descriptive method aims to obtain complete and accurate information of the study.

According to Surbhi, S. (2016) descriptive research is a type of conclusive research which

is concerned with describing the characteristics of a particular individual or group. It

includes research related to specific predictions, features or functions of person or group,

the narration of facts etc. In the light of the forging definition, it is clear that descriptive

method is the most appropriate method for this study.

SOURCES OF DATA

The sources of data for this research were the Senior High School students who

are presently enrolled in 2017-2018 School Year and the teachers at Dela Paz National

11
High School which is located at Ninoy Aquino Avenue, barangay Dela Paz, Division of

Antipolo City, District 1-B. The Distribution according to their section is shown in table I

Senior High
TEACHERS OF NUMBER OF
School level and Number of Students
DELA PAZ TEACHERS
Sections
XII – YAHOO 51

XII – GOOGLE 67 JUNIOR AND

XI – FACEBOOK 48 SENIOR HIGH

XI – INSTAGRAM 32 SCHOOL 50

XI – TWITTER 52 TEACHERS

XI – YOUTUBE 30

Total 280

Table 1

The table shows that there were 280 students from various section of senior high

school students of Dela Paz National High School while there are 50 Senior and Junior

High School Teachers. The researchers took all the students and used convenience

sampling to identify the primarily selected teachers as the respondents.

DATA GATHERING PROCEDURE

In conducting this study, the researchers secured permission from the research

adviser and school principal to conduct the study. After the permission is granted, the

12
researchers created questionnaire that were be checked and validated by the English

teachers for grammatical errors and corrections.

Next is to conduct the survey to the students and teachers. The teachers were to

asked if they frequently eating at the school canteen before conducting the survey, then

gathering and collection of data. After that analyzing, interpreting, and summarizing of

data by the researchers with the guidance of their research adviser.

DATA GATHERING INSTRUMENT

The data gathering instrument used in this study is descriptive survey. It was used

to seek information in determining the level of satisfaction among students and teachers

towards the school canteen: Input for quality service. The descriptive survey form was

prepared with the evaluation of the research teacher.

TREATMENT OF DATA

The following statistical tools were used to treat the data gathered.

1. Weighted Mean- this will be utilized to find out the evaluation of the data gathered

from the target respondents to the level of satisfaction in the school canteen.

The rating scales and their corresponding descriptive values are, as follows:

Scale Range Descriptive Value

5 4.21 - 5.0 Very Much Satisfied

4 3.41 - 4.20 Very Satisfied

13
3 2.61 - 3.4 Satisfied

2 1.81 - 2.60 Barely Satisfied

1 1.00 - 1.80 Not Satisfied

2. T-test- this was to utilize to find out if a significant difference exists between the

evaluations of the two group of respondents.

14
 CHAPTER IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents, analyzes and interprets the gathered data on the questions

raised in the study.

Table 2

Evaluation of the Senior High school Students and Junior and Senior High School

Teachers in the level of satisfaction of School canteen

in Terms of Staff Service

Criteria Teacher Respondents

Senior High school Students

Weighted Verbal
Staff Service Weighted Verbal
Mean Interpretation Mean Interpretation

1. The Staff/s are friendly

and approachable. 3.37 Satisfied 2.96 Satisfied

2. The Staff/s calm down

3.09 Satisfied 2.84 Satisfied
during stressful situations

15
 3. Calmly interact to reach
customers under all kinds of 3.17 Satisfied 2.78 Satisfied
situation.
4. The Staff/s can
accommodate all the 3.23 Satisfied 2.62 Satisfied
Customers.
5. The Staff/s has a pleasing
3.18 Satisfied 2.62 Satisfied
personality.
2.76 Satisfied
3.21 Satisfied
Average Weighted Mean
It could be gleaned from the table that the Senior High School Students

respondents evaluated the Staff Service of the Canteen employees as Satisfied that was

evident by the weighted means ranging from 2.61 to 3.4 with the average weighted mean

of 3.2.

The Junior and Senior High School Teacher respondents also evaluated the Staff

Service of the Canteen employees are also Satisfied that was evident by the weighted

means ranging from 2.61 to 3.4 with the average weighted mean of 2.76.

The findings show that school canteen Staff service and interactions with

customers should be consistent to maintain its satisfaction level.

Table 3

Evaluation of the Senior High school Students and Junior and Senior High School

Teachers in the level of satisfaction of School canteen

in Terms of Physical Environment

Criteria
Senior High school Students Teacher Respondents

Physical Environment

16
 Weighted Verbal
Weighted Verbal
Mean Interpretation Mean Interpretation

1. The canteen is having a

Barely
modern kitchen equipped 2.36
3.23 Satisfied Satisfied
with facilities for hygienic
food preparation.
Barely
2. Observe proper waste 2.44
3.28 Satisfied Satisfied
disposal.
Barely
3. Well ventilated and cool 2.18
2.99 Satisfied Satisfied
station for eating.
4. Sufficient tables and
chairs that can Barely
2.92 Satisfied 2.06
accommodate the Satisfied
customers.

5. Tables and Chairs are Barely

2.38
arranged properly to avoid 3.38 Satisfied Satisfied
over population or crowded.
Barely
2.28
3.16 Satisfied Satisfied
Average Weighted Mean

The data in the table manifest that all Senior high school students are Satisfied in

terms of school canteen Physical Environment as reflected by the weighted means

ranging from 2.61 to 3.4 and with an average weighted mean of 3.16 also interpreted as

Satisfied.

The Junior and Senior High school teachers also evaluated the school canteen

Physical Environment as Barely Satisfied as reflected by the weighted means ranging

from 1.81 to 2.60 and with an average weighted mean of 2.28 also interpreted as Barely

Satisfied.

17
 This data imply that the level of satisfaction in the school canteen of students, were

satisfied but the teacher’s evaluation they are barely satisfied in terms of its Physical

Environment. These findings imply that the school canteen should improve the Physical

environment of the canteen as an input to quality services.

Table 4

Evaluation of the Senior High school Students and Junior and Senior High School

Teachers in the level of satisfaction of School canteen

in Terms of Quality Service

Criteria
Senior High school Students Teacher Respondents

Verbal
Quality Service Weighted
Weighted Verbal Interpretatio
Mean Interpretation Mean
n

1. The food is served on 2.74 Satisfied

3.39 Satisfied
time.
Barely
2. Sufficient Staff/s serves 2.48
3.34 Satisfied Satisfied
for student
Barely
3. Variety of food is offered. 2.98 Satisfied 2.22
Satisfied

4. Maintain a good
2.68 Satisfied
interaction towards staff/s 3.45 Very Satisfied
and a student.
5. Maintain equality (either
3.17 Satisfied 2.56 Satisfied
student or teacher)

18
 Barely
2.54
Average Weighted Mean 3.27 Satisfied Satisfied

The data in the table manifest that the level of satisfaction of students in the school

canteen were Satisfied in terms of Quality of Service as reflected by the average

weighted mean of 2.54 as interpreted as Satisfied. However, indicator number 4 was

rated as Very Satisfied as shown by the weighted means ranging from 3.41 to 4.20.

The Junior and Senior High School Teachers also evaluated the school canteen

Quality of Service as Barely Satisfied as reflected by the weighted means ranging from

1.81 to 2.60 and with an average weighted mean of 2.28 also interpreted as Barely

Satisfied. However, indicators number 1, 4, and 5 were rated as Satisfied as shown by

the weighted means of 1.81 to 2.60.

The data imply that the level of satisfaction in the School canteen of students were

Satisfied but the evaluation of Teachers were Barely Satisfied in terms of Quality of

Service. These findings imply that the School canteen should add more Staffs and variety

of foods input for Quality Service.

Summary of the Evaluation of the Senior High School Students and Junior and

Senior High School Teacher Respondents

Table 5 presents the summary of the evaluations of the Senior High School

Students and Junior and Senior High School Teacher Respondents.

Table 5

19
Summary of Evaluation of the Senior High school Students and Junior and Senior

High School Teachers in the level of satisfaction of School canteen

Criteria
Senior High school
Teacher Respondents
Students

Summary
VM VI WM VI

1. Staff Service 3.21 S 2.76 S

2. Physical Environment 3.16 S 2.84 BS

3. Quality Service 3.27 S 2.54 BS

Overall Weighted Mean 3.21 S 2.52 BS

The data imply that the level of satisfaction of teachers are different from the level

of satisfaction of students in terms of Physical Environment and Quality Service but is

similar in Staff Service.

Comparison of the Evaluation of the Senior High school Students and Junior and

Senior High School Teachers Respondents in the level of satisfaction of School

canteen

Table 6 presents the comparison of the Evaluation of the Senior High school

Students and Junior and Senior High School Teachers in the level of satisfaction of

School canteen in Terms of Staff Service

Table 6

20
Comparison of the Evaluation of the Senior High school Students and Junior and

Senior High School Teachers in the level of satisfaction of School canteen in

Terms of Staff Service

Tabular
Computed Interpret
Respondents N Mean SD t-value Decision
t-value ation
.05, 8df
Senior High 5 3.21 0.51
Fail to Not
School Students 1.57 2.57
reject Signifi-
Teacher 5 2.77 0.15
Ho cant
Respondents

It could be seen in the table that the computed t-value of 1.57 is more than the

tabular value of 2.57 at 0.5 level of significance and 8 degrees of freedom. It implies that

the null hypothesis should not be rejected. It also shows that the evaluation of the two

group of respondents on the Senior High school Students and Junior and Senior High

School Teachers level of satisfaction of School canteen in Terms of Staff Service is

interpreted as not significant.

Table 7 presents the Comparison of the Evaluation of the Senior High School

Students and Junior and Senior High School Teachers in the level of satisfaction of

School canteen in Terms of Physical Environment

Table 7

Comparison of the Evaluation of the Senior High School Students and Junior and

Senior High School Teachers in the level of satisfaction of School canteen in

Terms of Physical Environment

21
 Tabular
Computed Interpret
Respondents N Mean SD t-value Decision
t-value ation
.05, 8df
Senior High 5 3.16
0.5
School Students 3.43 2.57 Reject Signifi-
Teacher 5 2.28 Ho cant
0.16
Respondents

It could be seen in the table that the computed t-value of 3.43 is more than the

tabular value of 2.57 at 0.5 level of significance and 8 degrees of freedom. It implies that

the null hypothesis should be rejected. It also shows that the evaluation of the two group

of respondents on the Senior High school Students and Junior and Senior High School

Teachers level of satisfaction of School canteen in Terms of Physical Environment is

interpreted as significant.

Table 8 presents Comparison of the Evaluation of the Senior High School Students

and Junior and Senior High School Teachers in the level of Satisfaction of School canteen

in Terms of Quality Service

Table 8

Comparison of the Evaluation of the Senior High School Students and Junior and

Senior High School Teachers in the level of Satisfaction of School canteen in

Terms of Quality Service

Tabular
Computed Interpret
Respondents N Mean SD t-value Decision
t-value ation
.05, 8df
Senior High 5 3.23
0.19 Fail to Not
School Students 2.47 2.57
reject Signifi-
Teacher 5 2.54
0.13 Ho cant
Respondents

22
 It could be seen in the table that the computed t-value of 2.47 is more than the

tabular value of 2.57 at 0.5 level of significance and 8 degrees of freedom. It implies that

the null hypothesis should not be rejected. It also shows that the evaluation of the two

group of respondents on the Senior High school Students and Junior and Senior High

School Teachers level of satisfaction of School canteen in Terms of Quality Service is

interpreted as not significant.

Table 9

Summary of Evaluation of the Senior High School Students and Junior and

Senior High School Teachers in the level of Satisfaction of School canteen

High School Teacher Overall Weighted

Students Respondents mean
Criteria

WM SD WM SD Computed VI
t-value
1. Staff Service 3.21 0.51 2.76 0.15 1.57 NS

2. Physical 3.16 0.5 2.84 0.16 3.43 S

Environment
3. Quality Service 3.27 2.54 2.47 NS
0.13 0.13

Composite mean 3.21 0.38 3.71 0.15 2.48 NS

Critical Value: 2.57 LOS: .05 Degree of Freedom: 8

The data in the table reflect that the overall computed T-value with the level of

significance of 0.05 and the degrees of freedom of 8 on the three criteria, namely: Staff

Service, Physical Environment and Quality of Service are all lower than the critically value

23
of 2.57, thus, the null hypothesis is Accepted. It implies that there is no significant

difference between the evaluations of two groups of respondents on the level of

satisfaction towards the Staff service, Physical Environment and the Quality of Service of

the school canteen.

Chapter V

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter consists of summary, conclusions and recommendations of the

study.

SUMMARY

This study attempted to measure the level of satisfaction of Senior High school

students and the teachers towards the school canteen of Dela Paz National High school

as an input for Quality Service.

More specifically, it sought to answers the following questions:

1. What is the level of satisfaction of Senior High school Students and Junior and

Senior High School Teachers in the school canteen in terms of:

A. Staff service;

B. Physical Environment; and,

C. Quality of Service?

24
 2. Is there significant difference between in the perception of Senior High school

students and the teachers to their level of satisfaction in the school canteen in terms of

Staff service, Physical environment and the Quality of service?

The method of research used the descriptive types with the questionnaire as the

data gathering instrument. The sources of data of this study were the Senior High school

students and 50 teachers who response to the given questionnaires. Three criteria

namely Staff Service, Physical Environment and Quality of Service are used to determine

the level of satisfaction of Senior high school students and teachers towards the school

canteen. The statistical tools used to treat data were the Weighted Mean and the T-test.

The salient findings of the study based on the questions raised are the following:

1. The SHS students are satisfied in terms of staff service, physical environment

and the Quality of Service in the school canteen.

2. Teachers are satisfied with the Staff service but barely satisfied with the Physical

environment and the Quality of service in the school canteen.

3. There is no significant difference between the level of satisfaction of teachers

and students in terms of Staff service and the Quality of service but there is a significant

difference in the Physical Environment.

CONCLUSIONS

Based on the findings of the study, the following conclusions are drawn.

1. The level of Satisfaction of SHS students and teachers are both satisfied with

the school canteen in terms of staff service and the Quality of service.

25
 2. The SHS students and teachers have similar perceptions in terms of staff

service and Quality of service.

3. The physical environment of school canteen has the undermost level of

satisfactions among the three criteria.

RECOMMENDATIONS:

The following recommendations are offered based on the findings and

conclusions.

1. The School should expand the school canteen area to accommodate

customers.

2. The school canteen should improve the ambiance and atmosphere by

rearranging and adding more tables, chairs and electric fans for proper ventilation for

the students, teachers and other people who occupied the area.

3. The school canteen should add four trash bins to practice the proper waste

segregations.

4. The canteen staffs should practice equality among students and teachers in

terms of serving of food.

5. The school canteen should check the proper waste disposal from time to time

to maintain cleanliness and orderliness in the canteen area.

6. The school canteen should add more staffs.

26
 7. The school canteen should provide more variety of foods to meet the needs of

the costumers

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Bermosa, N.(2013). Management of Public Elementary and Secondary School

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Cudjoe E., Donkoh, S. A., Kaba, N.C, Quainanoo, and A. K., (2012).Customer Satisfaction and
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