CHAPTER 2

Review of Related Literature

This chapter shows the review of literatures related to this work. The readings

provides the researchers relevant information or data that will help the analysis and

interpretation of data.

Food

Nutrition is the foundation of good health and it is the keystone of education. In

order to achieve a good nutrition, an individual must be taught to make a good decision

when it comes to food selection and to maintain an environment promoting the utilization

of the nutrients provided by the food.

According to Velasquez (2004), one's drive for food and the way they are satisfies

is important food is needed by man and only for their work but also for maintaining the

body function. There is no certain food that can provide all the nutritional needs of a

person. Therefore, it is necessary for a person that their daily meal must contain right

amount of food daily.

According to World Health Organization, it is rightful to say that health is truly our

wealth as the WHO defines health in its constitution that is the state of complete physical,

mental and social well-being and not merely the absence of disease.

Based on Cruz (2003), school canteen plays for functional roles in the educational

program school. First, it helps to eliminate malnutrition. Second, it is a ground for teaching

health. Third, it helps in the social and vocational training of students. Lastly, it also
presents an opportunity of correlating teaching experience which is centered of food. The

needs of teenagers in general are greater than those 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 their choices.

According to Wikipedia it states that due to the number of children that rely on

school canteen for their daily meals such as snacks and lunches although it promotes

increasing level of children obesity that doesn't obey the role of school canteen in

providing a wide variety of foods. The Department of Education requires way school

canteen to provide healthy food to student.

The Department of Education set the guidelines on operational management to be

followed by the school canteen through DECS Order No. 93, s. 1998 – the revised

implementation guidelines for the turnover of the school canteen to teacher’s cooperative.

The school canteen must provide cheap nutritious and safe foods such as fresh milk,

fruits and drinks, boiled root crops and more.

The people who is handling food in the canteen should be required to undergo

training for food handlers and obtain a certificate of good health from the municipal

department and proper observation when it comes to sanitation.

Dizon (2000), investigated the management of the school canteen in the district of

Dinalupinan, Bataan and their implications to the nutritional needs of the students. Based

on the findings of this study, the following conclusions are drawn:

1. Majority of the canteens were managed by private individuals. All canteen

facilities and equipment were moderately adequate;

 2. Selling the food was done by outside paid helpers

3. The canteen managers ensure that foods are washed thoroughly

4. Majority of canteen were implementing self-service food serving and;

5. The problems encountered were lack of personnel, lack of time in food

preparations, source of water supply and student’s preference in choosing junk

foods instead of the nutritious one.

Canteen Service Quality

Norman Raotraot Galabos states that the concept of quality is difficult to define

because quality means different standards to different people. Quality can be categorized

in a different various of perspective such as judgement perspective, that quality can’t be

defined but can identified when the consumer sees the product. While the user

perspective is how the needs of the customers is met.

Kasper, Helsdingen and Gabbot state that there are five service characteristics

that determine how service quality is achieved. The first is the inability to own the service

that way one would own a product. After the service has been purchased, that’s the time

that quality assessment will follow afterwards. Second, is the intangibility of service that

is impossible to evaluate the quality of what has been delivered and what has been

offered. Third, is the inseparability of the service that involved the people in their

production and consumption. Fourth, the variance of the service, sometimes the service

is good yet on the other time it is not fit for the necessity of the customers. Fifth, is the

perishability, it affects the service of quality of the service delivery. If it is not organized

well all the customer interprets as low quality.

 In other Asian countries and in United States, it is considered that canteen

operations and its management are one of the services offered by the school and

therefore, become part of the school administrators’ task and part of daily operations.

Wherein, they already have handbooks on how to properly maintain and operate a

canteen.

According to Ray, et. al. (2001), the supplementary services in school such as the

operation of school canteen, brings everyday problems to the school administrator and

canteen teachers. The canteen operation is very significant to have on efficient

management.

In accordance to this, it is necessary to have a mental effort, more specifically in

going assignment to teachers, must be given consideration in the total operation of the

system. Realizing that the hungry child has a severe learning independence with that a

balance meal is necessary that can influence their mental ability.

According to Harr (2008), that school or firm understands customer problems and

performs in their best interest as well as giving customers individuals personal attention

and having convenient operating hour. In addition, he defined that means carrying of

individual attention to customers including the approachability, sensitivity and

understanding costumers’ needs.

Furthermore, researches show that 68% of all customers do not return for repeat

business because of an attitude of in difference on behalf of the employee serving them.

Elliot and Shin (2002) defined student satisfaction as the favorability of the

student’s subjective evaluation of the various outcomes and experiences associated with
education. Meanwhile the most student’s satisfaction studies focus on the perspective of

the customer, the researchers are facing a problem of creating in standard definition for

student satisfaction therefore providing a need of customer satisfaction theories to be

selected and modified so that it can be an evidence to explain the meaning the student

satisfaction.

Customer satisfaction as stated by Jashireh, Slambolchi and Mobakarabadi is a

costumer’s perspective based on expectations and after purchase experiences. In

addition, it is an evaluation of products or services quality level that meets or exceeds the

customer expectation. Satisfaction is a term means the feeling that an individual gets

when he’s or hers wishes expectation or need are fulfilled, and the pleasant feeling that

follows from it. As satisfaction is a feeling, it resides in a user minds in differs from others

observable behaviors such as complaining product choice and repurchasing.

Ambiance of a cafeteria plays a big part in customer satisfaction. This element is

about comfortable seating arrangement that leaves enough space for customer to move

and other supplementary equipment such as aircon and water refilling stations. Also, the

packaging of the food size and designs of food in the plate or plating as well as lighting

of the cafeteria will directly affect the individual perceptions.

Buying Motives

In the book of Gregorio S. Miranda, Ph. D 1997 Revised, states that buying motives

can be termed when the needs and wants that serves consumers as distinguished from

that motives that persuade other forms of human activity.

 To those who based on the proper exercise of judgment and intelligence is termed

as rational buying motives. When a consumer is acquiring something and ask himself

such questions “Will it last long?” or “Is it worth the money I shall pay?” then it is visible

that his motive is rational. Example of rational buying motives are desire for good quality

and convenience.

A matured consumer is generally interested in good quality products. In fact, it is

observed that person prefers to buy the same kind of goods that came from the same

brand from which he has consumed exceeding amount of satisfaction because of its good

quality.

As stated in the book of William Pride and Robert T. Huges, 1982 (2nd Edition),

that some of the reason of buyers are changing because of social concern, lifestyle and

attitude. Prominent social issues, lifestyles and changing attitudes can be substantial in

industry change.

Consumers about salt, sugar, chemical additives, cholesterol and nutrition have

forced food producers to reexamine food processing techniques, redirect Research and

Development into the use or promoting the use of healthier ingredients and be involve in

contest to be able to come up with a healthier product that also taste good.

Food quality is a quality characteristic of food and then consumers can be

acceptable. Food quality is very close and the impact of customer satisfaction that can be

measured cafeteria service level by students’ satisfaction. The food quality has two

factors includes external factors includes external and internal factors. External factor is

major appearance, size or color, texture and flavor and internal factors will major focus to
nutrition, chemical and physical. That the factors are most important to influence

consumer select the food and evaluate food quality. The degree of satisfying university

cafeteria depends mostly on the quality of meals, diversity of food, food hygiene and

environment. Overall quality of the food, taste of food, freshness of the food and eye

appeal of the food are classified for food quality dimension.

Synthesis

Reviewing different literature provide insights about the problem to the researcher that

plays a big part in the analysis and interpretation of the data.

There are a lot of studies conducted connected to this research that shows the importance

of this topic. This topic is connected to food and nutrition and according to Velasquez

(2004), having a daily meal and taking the right amount of nutrition is essential to

everyone for maintaining body function. These studies informs about how important food

and nutrition is and how it affects body function.

Canteen plays a huge part of student’s performance. Base on Cruz (2003), the school

canteen plays an important role in the educational program, by eliminating malnutrition,

in teaching health, social and vocational training, and help students to grow, develop, and

enhanced activity.

According to Wikipedia many children that rely on school canteen for their daily become

obese that doesn't obey the role of a school canteen that they should provide healthy food

and that is when the problem arises. School canteens have an important role, the
Department of Education set guidelines on operational management for school canteen

through DECS Order No.93,s 1998, which state that school must provide cheap nutritious

and safe foods and the staff must undergo training and obtain a certificate of good health

from the municipal department and properly observe sanitation.

Therefore, if the needs of the students is not satisfied and the quality of service remain

low it’ll not benefit the school. According to Ray, et. al. (2001) school canteen needs to

have an efficient management. In accordance it's necessary because having not having

a balance meal can influence mental ability. Those who are concern must take action.

According to Jashireh, Slambolchi and Mobakarabadi is a costumer’s define costumer

satisfaction as perspective based on expectations and after purchase experiences. In

addition, it is an evaluation of products or services quality level that meets or exceeds the

customer expectation.

All of these literature shows a brief background of the study, the insights of different

people when it comes to the services provided by the school canteen. These studies also

shows the importance of the school canteen's role and the other facets that it affects.