Chapter 5

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary of findings, conclusions and

recommendations based from the findings undertaken by the researchers from the

study entitled, “Perceived quality and students’ satisfaction on canteen

services: A quantitative measure using SERVQUAL model”

SUMMARY

The study determined the Perceived quality and students’ satisfaction on

canteen services: A quantitative measure using SERVQUAL model. With the use

of descriptive method of research and questionnaire checklist as data gathering

tool, the study sought to answer the following:

1. The respondents profile in terms of Grade level, age and daily allowance

2. Level of respondents’ perceived quality of school canteens in terms of

the following five SERVQUAL parameters: Tangibility, Reliability,

Assurance, Responsiveness and Empathy.

3. The level of students’ satisfaction on school canteen services

4. The significant relationship between the respondents’ level of

satisfaction and the perceived level of quality of canteens

5. What program can be proposed to enhance quality of services

satisfaction of customers?
Salient Findings

After a detailed processing of data, the salient findings of the study are as

follows:

1. From the data, it can assume that the students with higher grade level

most probably need a higher amount of allowance to satisfy their

needs as students. Therefore in the context of the study, Junior High

School students are presumed to receive lower allowance than Senior

High School. Thus, canteen operators should offer products that

targets the majority of the Junior High School students.

2. Based on the Acquired data, the perceived quality of the respondents

on the tangibility of the canteen, obtained the highest mean among the

four parameters. This may be possible because tangibility is the

Physical dimension of the SERVQUAL model. Possibly, tangibility

aspect of the canteen is the first one to be assessed by the consumers.

3. From the data, it showed that the respondents are most satisfied with

the Tangibility aspects of the school canteens. The respondents

possibly based their satisfaction level on how comfortable are they

within the canteen.

4. There is no significant relationship between the perceived level of

quality of school canteens and the level of satisfaction. This implies

that the quality of school canteens’ services perceived by the

consumers is less likely to influence their satisfaction. With this, the

perceived quality of school canteens may be constant. Therefore it is

 possible that the students cannot distinguish the differences of the

quality provided by the canteens of Urdaneta City National High

School because it deliver the same quality as perceived by them.

5.

CONCLUSION

Based on the results and findings, the researchers arrive at the following

Conclusions:

1. Most of the respondents are grade 12 students with the age bracket of 16-

17 years old. Additionally, majority of the students have Php 101-150 daily

allowance.

2. Tangibility is the

3. Tangibility

4. There is no significant relationship between the perceived level of

satisfaction and the level of satisfaction of students. Thus, the perceived

level of quality of school canteens is constant and is less likely to influence

the level of satisfaction.

5.
 RECOMMENDATIONS

Based on the findings and conclusions of the study, the following

recommendations were made:

1. Since majority of the students are in Junior High School, thus, it showed in

the study that students on the lower grade level may possibly have lower

allowance compared to the students with higher grade level, canteen

operators should target the consumers with lower allowances by providing

more affordable products.

2.