TABLE OF CONTENTS ……………………………………………………………

Abstract …………………………………………………………………………….. 1

I. Introduction ……………………………………………………………………… 2
1.1 Background …………………………………………………………………… 3
1.2 Statement of the Problem …………………………………………………… 6
1.3 Objectives of the Study ……………………………………………………… 6
1.4 Research Questions …………………………………………………………. 7
1.5 Scope and Limitation ………………………………………………………… 9

II. Literature Review ………………………………………………………………. 9

2.1 Overview of Existing Literature ……………………………………………. 10
2.2 Theoretical Framework ……………………………………………………… 13

III. Methodology …………………………………………………………………… 17

3.1 Research Design …………………………………………………………….. 17
3.2 Data Collection Methods ……………………………………………………. 18
3.3 Sampling Techniques ……………………………………………………….. 18
3.4 Data Analysis Procedures ………………………………………………….. 19

IV. Results ………………………………………………………………………….. 19

4.1 Data Presentation ……………………………………………………………. 20
4.2 Interpretation of Results ……………………………………………………. 37
4.3 Analysis of Findings ………………………………………………………… 41
4.4 Comparison with Previous Studies ………………………………………. 42
4.5 Implications of the Results …………………………………………………. 43

V. Conclusion and Recommendation …………………………………………. 44

5.1 Summary of Key Findings ………………………………………………….. 45
5.2 Suggestions for Future Research ………………………………………… 48

References

Appendices
8.1 Letter of Request
8.2 Survey/Interview Questions
8.3 Curriculum Vitae
ABSTRACT

This research was conducted at Bacoor National High School Main,

specifically focused on the school canteen. The primary objective of this thesis

is to assess the quality of service, food, and overall satisfaction of the students

BNHS-Main. In the food industry, there are limited opportunities to build

competitive advantages unless the knowledge applied to the business

environment is thoroughly analyzed. Currently, there are more than four

canteens within the school.

The primary customers of these canteens include teachers, students,

school personnel, and parents. Service quality and customer satisfaction are

essential goals for these canteens. These two aspects are closely related, as

improving service quality leads to increased student satisfaction. In the

modern era, customer preferences are varied, so providing quality service and

satisfying the customers needs should be the top priorities. If students,

parents, and school personnel are satisfied with the services and goods

offered by the canteen, it directly benefits the school as well.

The research method employed in this study was quantitative, involving a

questionnaire survey, and qualitative, including a structured interview. A

sufficient number of surveys were conducted, focusing on service quality and

customer satisfaction. Specifically, customer feedback forms were used for the

survey.

Page 1
The survey was carried out in March 2025, and the interviews were also

conducted during the same time period. A total of 40 questionnaires about the

service quality and student satisfaction feedback forms were collected with the

majority of respondents being female students aged 12. The questionnaires

were provided in English.

I. INTRODUCTION

The school canteen is a part of each student’s daily routine, providing

meals and snacks that support their health and energy throughout the day. It

serves as a convenient and accessible place where students can purchase

food during their breaks. Helping them stay focused and active in their studies.

A study on student satisfaction with school canteens found that while the

overall satisfaction level was moderately satisfactory, the quality of food and

service was an area that needed improvement to enhance the overall student

experience (Raya & Bajracharya, 2023).

Students expect fresh and nutritious meals that are properly prepared

and served in a hygienic environment. If the food quality is poor or the canteen

lacks cleanliness, it can lead to dissatisfaction and health concerns among

students. As highlighted by the same study maintaining food quality and

cleanliness in canteens is crucial in satisfying a students needs and ensuring

their health (Raya & Bajracharya, 2023).

Page 2
 School canteens should also promote healthy eating habits by offering

balanced meal options instead of just snacks and processed foods. Providing

nutritious choices helps students to benefit and to develop better eating habits,

contributing to their overall well-being. By maintaining high standards in food

preparation, hygiene, and service. The school canteen can create a good

experience for the students. Ensuring their satisfaction through excellent

service is essential. As business organizations, including school canteens, aim

to make customers happy and satisfied with the services provided.

1.1 BACKGROUND OF THE STUDY

The school quality of School canteen services plays a crucial role in

shaping students experiences and satisfaction when it come to their food

palettes .The Department of Education (DepEd) has implemented various

forms and rules to improve the quality of the students experiences when it

comes to their satisfaction on their school services, particularly at the junior

high school level. These research aim to enhance the overall satisfaction

levels when it comes to the service quality of school canteens of the juniors

high school students.

However, despite these efforts, BNHS Main faces several challenges

that may impact student satisfaction and service quality.

Page 3
One of the most pressing concerns is the overcrowding in the school canteen,

which can lead to long line in waiting for ordering food, there is no specific line

arrangement when it comes to ordering the students foods and drinks and, not

enough sits for the students and uncomfortable dining experiences.

Furthermore, the canteen's infrastructure and ventilation system are

inadequate, resulting in high heat index levels that can cause discomfort and

issues among students. Additionally, the canteen's furniture and facilities are

in poor condition, with sticky tables and insufficient seating for students. These

issues not only affect students' physical comfort but also their overall

educational experience.

Research has shown that student satisfaction is closely linked to the

school canteen services. Student satisfaction can also influence their decision

and their overall educational attainment. Moreover, satisfied students are more

likely to become engaged and active learners, which can lead to better

academic outcomes.

This study aims to address the research by exploring the levels of

satisfaction and service quality among junior high school students at BNHS

Main. By examining the factors that influence student satisfaction and service

quality, this study can provide insights for school teachers and school utilities

and personnel to improve educational services and enhance student

Page 4
experiences through their satisfaction in the level of school service canteen

quality among Junior High School students at Bacoor National High School

Main.

Moreover, satisfied students are more likely to become engaged and

active learners, which can lead to better academic outcomes. This study aims

to address the research by exploring the levels of satisfaction and service

quality among junior high school students at BNHS Main. By examining the

factors that influence student satisfaction and service quality, this study can

provide insights for teachers, school utilities, and personnel to improve

educational services and enhance student experiences through their

satisfaction in the level of service quality among Junior High School students

at Bacoor National High School Main.

A well-managed school canteen contributes to students' health,

productivity, and school engagement by offering nutritious meals and excellent

customer services. On the other hand, poor service quality and unsatisfactory

food options may lead to complaints, decreased sales, and potential health

risks.

Page 5
1.2 STATEMENT OF THE PROBLEM

1.What are the demographic profiles of the JHS students?

a) Age

b) Sex

c) Grade

2. What is the level of satisfaction with the service quality among Junior High

School learners in Bacoor National High School-Main?

3.What is the service quality provided by the school canteen, mainly in pricing,

hygiene and satisfactory on foods?

4.What are the areas that need to be improved and have recommendations in

order to improve the quality of the school canteen?

1.3 OBJECTIVES OF THE STUDY

This research aims to examine dissimilar perspectives of Bacoor

National High School Main Students about the satisfaction level on the service

quality given by their school canteen.

This study aims to provide actionable feedback and constructive

recommendations that for the school administrators, they can also use this

feedback from the students so they can create a better school canteen

experience for everyone, and emphasize the human aspect of canteen

management, highlighting the people's involvement.

Page 6
1.4 RESEARCH QUESTIONS

1. What is the level of satisfaction with the service quality among Junior High

School learners in Bacoor National High School-Main?

The level of satisfaction with the service of bnhs-main based on the students

ratings are excellent. Because the students ratings are most likely very good

and they also meet the expectations of buying in our school canteen, And the

seller also serves the food freshly and well prepared. So overall, the level of

satisfaction based on the students' reviews and ratings in our school canteens

are excellent.

2. What is the service quality provided by the school canteen, mainly in

pricing, hygiene and satisfactory on food?

The quality of the food, the pricing, the hygiene, and the satisfaction of

the students were exceptional. Firstly, the quality of the food that was served

was excellent. This suggests that the workers take great care in preparing the

food. However, the pricing puts up unreasonably high prices on some food,

which makes some the students cannot buy some food in the school canteen,

and also the hygiene was not great, as shown by the student's rating,

signifying that the canteen did not meet the expectation of the students in

terms of cleanliness. The satisfaction of the students was remarkable, but it

did not show a variety of food. But met some student's needs.

Page 7
3. What are the areas need to be improved and have recommendations in

order to improve the quality of the school canteen?

The area that needs improvements and recommendations is the

waiting line and services. Most of the students that answered our survey

experience long lines, slow service, hot space and overcrowding. The

following recommendations are listed below:

●​ The most common and effective way to reduce overcrowding is by

dividing students into smaller groups with different lunch periods, it can

reduce the number of people in the canteen at any given time and this

will help to prevent long lines and overcrowding.

●​ Open the windows and doors when it's cooler outside to let the air flow

through the canteen. This helps keep the canteen cool without using

air conditioning.

●​ Implement strategies like separate lines for different meal options or

pre-ordering system.

●​ Ensure sufficient staff is available during peak hours to manage the

flow of students.

●​ Provide a clear communication or signage to make it easier for students

to navigate the canteen and understand menu options.

Page 8
1.5 SCOPE AND LIMITATION

The purpose of this research is to understand the different perspectives

on the satisfaction of students at Bacoor National High School Main. This

research also considers identifying the students' perspective on quality,

price,taste and availability of the foods that serve in the school canteen. The

researchers limited the study to 40 student male and female students at

Bacoor National High School Main who were interviewed through a survey

form. Selected students came from different grade levels and sections to

prevent bias and achieve their own objective perception.

II. LITERATURE REVIEW

The quality of services provided in school canteens plays a vital role in

shaping a students well-being, and overall school experience. It is an essential

part of the educational environment, school canteens not only provide

students with necessary nutrition but also contribute to their social interactions

and daily routines. Therefore ensuring a high quality of service in the canteens

are crucial for enhancing a students performance.

This literature review explores existing research on school canteen

service quality and its impact on the students satisfaction. with a particular

focus on junior high school students.

Page 9
This literature examines the various ways of service quality, including its

subjective nature and the key characteristics that influence it. Furthermore,

this review discusses the primary factors and contributions to a student's

overall satisfaction, as identified by previous studies.

To provide a theoretical foundation, the SERVQUAL model is introduced

as a framework for assessing service quality by evaluating the gap between

student expectations and actual experiences.

By using/synthesizing this existing literature, this review aims to provide

a comprehensive understanding of how the service quality in school canteens

affects student satisfaction and well-being. The insights gathered can serve as

a basis for improving canteen services and ensuring that students receive

high-quality, reliable and satisfying experiences.

2.1 OVERVIEW OF EXISTING LITERATURE

The quality of services provided by school canteens significantly

influences student satisfaction and overall well-being. School canteens are

integral to the educational environment, offering not only nutritional

sustenance but also contributing to the social and psychological aspects of

student life.

Page 10
This section provides an overview of studies related to canteen service quality

and student satisfaction, with a particular focus on junior high school learners.

Satisfaction comes from the quality of service and products of the

canteen, the concept of quality is challenging to define since it varies from

person to person. Each customer perceives and experiences a product or

service differently, making quality a subjective notion.

Quality can be categorized in terms of various perspectives like

judgment, product, user, value or manufacturing perspective (Evans, 2011).

According to Hans Kasper, Piet van Helsdingen, and Mark Gabbott (2006)

there are five characteristics that determine how service quality is achieved.

Service quality is influenced by several key characteristics. First, unlike

physical products, services cannot be owned, and their quality can only be

evaluated after they have been experienced. Second, the intangible nature of

services makes it difficult to assess both what is being offered and the quality

of the outcome. Third, services are inseparable from the individuals involved in

their delivery and consumption. Since customers play an active role in the

process, their level of cooperation can impact the quality of the service

received. Fourth, services are subject to variability, meaning their quality can

fluctuate over time, sometimes being excellent and other times falling short.

Page 11
Lastly, perishability is another factor, as services cannot be stored. Poor

management of this characteristic can lead to long wait times or empty

queues, both of which may be perceived by customers as indicators of low

quality.

Key Factors Influencing Student Satisfaction, (Elliott, K.M., and Healy,

M.A. 2001) explore the elements that contribute to student satisfaction in

higher education. They emphasize that student satisfaction is largely shaped

by the perceived quality of services and the overall educational experience.

Their research identifies several key factors influencing satisfaction,

including the quality of instruction, responsiveness of faculty and staff, campus

facilities, and the availability of support services. Whereas (Gupta and

Zeithaml 2006) highlights the importance of the physical appearance of

facilities, equipment, staff, and written materials in attracting customers to

retail stores.

They define the concept of physical aspects as the overall appearance

and layout of the store. Their empirical study examines the significance of

various service quality dimensions, comparing actual service performance

against customers' "should" and "would" expectations, while also considering

contextual factors. The study concludes that service providers need to

enhance their performance across most service dimensions to meet customer

expectations effectively.

Page 12
 ( Hom et al. 2017) define satisfaction as the feeling a person experiences

when their wants, expectations, or needs are fulfilled, resulting in a sense of

pleasure. Since satisfaction is an internal emotion, it occurs in the individual's

mind, unlike observable behaviors such as expressing complaints, choosing

products, or making repeat purchase.

2.2 THEORETICAL FRAMEWORK

The SERVQUAL model, developed by Parasuraman, Zeithaml, and

Berry (1988), is a widely recognized tool for measuring service quality by

assessing the gap between customer expectations and their actual

experiences with the service. The model is based on the premise that service

quality is determined by the difference between what customers expect from a

service and how they perceive its performance. A smaller gap indicates higher

service quality, while a larger gap reflects lower satisfaction.

The SERVQUAL model outlines five key dimensions of service quality:

tangibles, reliability, responsiveness, assurance, and empathy. Tangibles refer

to the physical appearance of facilities, equipment, personnel, and

communication materials.

Page 13
In a school canteen setting, this could include the cleanliness of the dining

area, the condition of the kitchen, the staff’s attire, and the presentation of

menus or signage.

Reliability reflects the ability to deliver promised services dependably

and accurately. For a canteen, this involves consistent food quality, adherence

to operating hours, and accurate order fulfillment. Responsiveness captures

the willingness and promptness of staff in assisting customers. In the context

of a school canteen, this refers to how quickly and efficiently staff members

serve students and address their needs. Assurance relates to the

competence, courtesy, and credibility of staff, as well as their ability.

Page 14
 This image is a Maslow’s Hierarchy of Needs is a psychological theory

that explains human motivation through five levels, arranged in a pyramid. It

helps understand what motivates people at different stages of their lives and

why certain needs take priority over others.

• Physiological Needs: Basic survival necessities like food, water, air, sleep,

and shelter. Without these, a person cannot focus on anything else.

• Safety Needs: Once basic survival is secured, individuals seek stability,

security, and protection—such as financial security, health, and personal

safety.

• Belongingness and Love Needs: People naturally desire social connections,

including friendships, romantic relationships, family bonds, and acceptance in

a group or community.

• Esteem Needs: At this stage, individuals seek self-respect, confidence, and

recognition from others. This includes both personal achievements and

external validation.

• Self-Actualization Needs: The highest level, where a person reaches their full

potential, pursuing personal growth, creativity, and meaningful goals.

Page 15
 The image shows a model explaining how the quality of university services

affects student satisfaction and loyalty. It is based on the SERVQUAL

framework, which measures service quality in five key areas:

• Tangibility: The physical appearance of the university, including buildings,

classrooms, libraries, equipment, and how professional the staff looks. A

clean, modern, and well-organized environment creates a positive impression.

• Reliability: The university’s ability to provide services as promised, such as

running courses smoothly, giving accurate information, and managing

schedules properly. Students expect the university to be dependable and

organized.

• Responsiveness: How quickly and efficiently the university helps students

with questions or problems. Staff and faculty should be approachable, answer

queries on time, and provide the support students need.

• Assurance: The knowledge and professionalism of university staff, including

teachers and administrators. When staff are skilled, friendly, and helpful,

students feel more confident and secure in their education.

• Empathy: The university’s ability to understand and care for students on a

personal level. This includes offering academic and emotional support and

creating a welcoming and inclusive environment.

Page 16
III. METHODOLOGY

This chapter provides a more in-depth description of our research

design, data collection methods, and analysis techniques used in this study to

assess students satisfaction with the service quality of the school canteen. A

well-structured and systematic approach is a must for getting an accurate and

reliable view in the students opinion about the canteen’s services. This section

details the research approach, target population, sampling method, data

collection tools, and analytical procedures. This chapter provides a more

in-depth description of our research design, data collection methods, and

analysis techniques used in this study to assess students satisfaction with the

service quality of the school canteen. A well-structured and systematic

approach is a must for getting an accurate and reliable view in the students

opinion about the canteen’s services. This section details the research

approach, target population, sampling method, data collection tools, and

analytical procedures.

3.1 RESEARCH DESIGN

The researchers have decided to adopt quantitative research style,

specifically targeting junior high school students from Bacoor National High

School Main. Quantitative research focuses on numerical and statistical

methods to gather and analyze data.

Page 17
Our aim is to acquire the data of what students thinks about the canteen's

service. The goal is to show how satisfied and dissatisfied students are about

the quality of customer service, food quality, and the overall cleanliness of the

canteen.

3.2 DATA COLLECTION METHODS

The method that we had used to get the data for our research is a

survey form.

We conducted the survey with the students in Bacoor National High School

Main. The survey consisted of 16 questions which had 12 items of likert scale

and another 4 questions for their suggestions or opinions regarding their

overall satisfaction about the services of our school canteen. There were a

total of 10 questionnaires for each grade level ranging from grade 7 to 10.

There were a total of 40 students who responded and the results were all

included in the analysis.

3.3 SAMPLING TECHNIQUES

This study surveyed a total of 40 students from Bacoor National High

School Main, with 10 students randomly selected from each grade level

(Grades 7 to 10).

Page 18
This sampling approach ensures equal representation across all grade levels.

Providing a balanced perspective on the students satisfaction with the school

canteen’s service quality.

3.4 DATA ANALYSIS PROCEDURES

The survey results show that students across all grade levels are

generally satisfied with the food quality. However, the grade 7 students

reported higher dissatisfaction with cleanliness compared to all the other

grade levels (grade 8 to 10) students. Common concerns raised about the

schools canteen include; overcrowding, overpriced food, and the serving of

leftover meals / cold meals.

IV. RESULTS

This chapter presents the collected information from the

respondents regarding what they have experienced with the school canteen

services. This data is analyzed based on frequency distribution and

percentage value so we can interpret the overall results.

Page 19
4.1 Data Presentation

Pie chart 1: Gender of The Respondents of Bacoor National High School

Main.

Table 1 shows the number of male and female respondents who

participated in the survey. It shows the majority of the genders of respondents

of Bacoor National High School Main that participated in our survey were

female with 62.5%, while male is 37.5% only. The average gender proportion

is 1.63 that shows the majority of respondents somewhat are female and the

standard deviation is 0.48.

Page 20
Pie chart 2: The Age of The Respondents of Bacoor National High

School Main

Table 2 presents the age distribution of the respondents, showing how

many participants belong to each age group. The majority of the respondents

of Bacoor National High School Main are 14 years old (30%), followed by 13

and 15 years old (22.5% each). Meanwhile, 16-year-olds account for 15% ,

12-year-olds account for 7.5%, and 17-year-olds represent the least at 2.5%.

The average age of the respondents is 14.23, shows that the majority of the

respondents somewhat responded our survey was 14 yrs old , with a

standard deviation of 1.23 .

Page 21
Pie chart 3: The Grade Levels of The Respondents of Bacoor National

High

School

Table 3 displays the grade levels of the respondents, showing how many

participants are in Grade 7, Grade 8, Grade 9, and Grade 10. It shows that the

respondents of Bacoor National High School Main that participated in our

survey were evenly distributed across Grade 7, Grade 8, Grade 9, and Grade

10, with each grade level representing 25%. The average grade level of the

respondents is 8.5 means that somewhat every 10 students in grade 7-10

responded to our survey, with a standard deviation of 1.12.

Page 22
Table 4: The Food Is Served Hot and Fresh

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 5 12.5%

2(Disagree) 1 2.5%

3(Neutral) 8 20.0%

4(Agree) 11 27.5%

5(Strongly Agree) 15 37.5%

Total 40 100%

Table 4 presents the respondents ratings regarding the temperature

and freshness of the food served in the school canteen. results show that a

total of 65% of the respondents of Bacoor National High School Main have

strongly agreed (37.5%) and agreed (27.5%) that the food was served hot and

fresh, while a total of 15% have disagreed (2.5%) and strongly disagreed

(12.5%), and 20% are neutral. The overall average rating for this criterion is

3.75 , that means majority of the respondents somewhat agreed that the food

was served hot and fresh, with a standard deviation of 1.32,

Page 23
Table 5: The Menu Has a Good Variety of items

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 0 0.0%

2(Disagree) 1 2.5%

3(Neutral) 8 20.0%

4(Agree) 18 45.0%

5(Strongly Agree) 13 32.5%

Total 40 100%

Table 5 presents respondents' views on the variety of the food

offered by the school canteen if it is good. It shows that 75% of the

respondents from Bacoor National High School Main agreed that the menu

offers a good variety of food, with (45%) agreeing and (32.5%)strongly

agreeing. Meanwhile, 2.5% disagreed, and 20% remained neutral. The overall

average rating for this criterion is 4.08, that means majority of the respondents

somewhat agreed that the food variety of the school canteen is good , with a

standard deviation of 0.79.

Page 24
Table 6: The Quality of Food is Excellent

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 1 2.5%

2(Disagree) 2 5.0%

3(Neutral) 11 27.5%

4(Agree) 13 32.5%

5(Strongly Agree) 13 32.5%

Total 40 100%

Table 6 shows the respondents perception or opinion of the food

quality in the school canteen. It shows that 65% of the respondents of Bacoor

National High School Main have strongly agreed (32.5%) and agreed (32.5%)

that the food quality is truly satisfactory, while 7.5% have strongly disagreed

(2.5%) and disagreed(5%), and 27.5% are neutral. The overall average rating

for this criterion is 3.90, that means the majority of the respondents somewhat

agreed that our school canteen offers a good food quality, with a standard

deviation of 0.94.

Page 25
Table 7: The food is Tasty and Flavorful

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 1 2.5%

2(Disagree) 2 5.0%

3(Neutral) 5 12.5%

4(Agree) 17 42.4%

5(Strongly Agree) 15 37.5%

Total 40 100%

Table 7 it assesses the taste and flavor of the food served in the

canteen. It shows that 80% of the respondents of Bacoor National High School

Main have strongly agreed (37.5%) and agreed (42.5%) that the food was

tasty and flavorful, while 7.5% disagreed, and 12.5% is neutral. The overall

average rating is 4.10, that means the majority of the respondents somewhat

agreed that the food of our school canteen is tasty and flavorful , with a

standard deviation of 0.89.

Page 26
Table 8: The Employees Speak Clearly

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 0 0.0%

2(Disagree) 3 7.5%

3(Neutral) 5 12.5%

4(Agree) 12 30.0%

5(Strongly Agree) 20 50.0%

Total 40 100%

Table 8 presents the respondents regarding if the employees speak

clearly shows that 80% of the respondents of Bacoor National High School

Main have strongly agreed (50%) and agreed (30%) that the employees of the

school canteen can communicate clearly, while 7.5% said they cannot, and

12.5% is neutral. The overall average rating is 4.23, that means the majority of

the respondents somewhat agrees that the employees can speak with clarity

or clearly, with a standard deviation of 0.94.

Page 27
Table 9: The Availability of Sauces,Utensils,Napkins,etc

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 0 0.0%

2(Disagree) 2 5.0%

3(Neutral) 7 17.5%

4(Agree) 12 30.0%

5(Strongly Disagree) 19 47.5%

Total 40 100%

Table 9 shows the respondents satisfaction with availability of the

sauces , utensils, and many more. It shows that 77% of the respondents of

Bacoor National High School Main have strongly agreed (47.5%) and agreed

(30%) that they were satisfied with the availability of utensils and condiments,

while 5% were not satisfied, and 17.5% remained neutral. The overall average

rating is 4.2 that means the majority of the respondents somewhat agreed that

they are satisfied with availability of utensils and condiments, with a standard

deviation of 0.9.

Page 28
Table 10: The Service is Excellent

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 0 0.0%

2(Disagree) 0 0.0%

3(Neutral) 9 22.5%

4(Agree) 14 35.0%

5(Strongly Agree) 17 42.5%

Total 40 100%

Table 10 presents the respondents' views if the services of the

employees in the school canteen are excellent. It shows that 77.5% of the

respondents of Bacoor National High School Main have strongly agreed

(42.5%) and agreed (35%) that the services of the employees in the school

canteen are excellent, while no one disagreed. There were 22.5% that

remained neutral. The overall average rating is 4.20 that means the majority of

the respondents somewhat agreed that the services of the employees in our

school canteen is good or it meets their satisfaction , with a standard deviation

of 0.78.

Page 29
Table 11: The Food has a Good Value

Likert Scale Frequency Percentage(%)

1(Strongly Disagree) 0 0.0%

2(Disagree) 1 2.5%

3(Neutral) 7 17.5%

4(Agree) 12 30.9%

5(Strongly Agree) 20 50.0%

Total 40 100%

Table 11 shows that the food of our school canteen has the right value.

It shows that 80% of the respondents of Bacoor National High School Main

have strongly agreed (50%) and agreed (30%) that the food has the right

amount, while 2.5% disagreed, and 17.5% remained neutral. The overall

average rating is 4.28,which means that the majority of the respondents

somewhat agreed that the food has the right value, with a standard deviation

of 0.84.

Page 30
Table 12: Are You a Regular Customer in Our School Canteen?

Choices Frequency Percentage(%)

Yes 29 72.5

No 11 27.5%

Total 40 100%

Table 12 presents data on how many of the respondents are regularly

eating or buying in the school canteen. It shows that 72.5% of the

respondents of Bacoor National High School Main said yes, they are regular

customers of the school canteen, while 27.5% said no. The overall average

response is 1.73, which means the majority of the respondents somewhat said

that they are regular customers of our school canteen, with a standard

deviation of 0.45.

Page 31
Table 13: How Much Do You Spend on Breakfast?

Amount Frequency Percentage(%)

10-20 4 10.0%

30-40 13 32.5%

50-100 20 50.0%

100-200 2 5.0%

More than 200 1 2.5%

Total 40 100%

Table 13 it presents the respondents how much they spend money on

meals. It shows that half of the respondents of Bacoor National High School

Main (50%) spend between P50–100 per meal, while 42.5% spend below P50

(P30–40, P10–20). Additionally, 5% of the respondents spend P100–200, and

2.5% spend more than P 200. The overall average spending per meal is 68.25

, means that majority of the respondents somewhat spend between P 50-100

per meal, with a standard deviation of 39.01.

Page 32
Table 14: If You Given a Chance to Give a Grade in Your School Canteen,

What Grade Will You Give?

Grades Frequency Percentage(%)

Very Poor 0 0.0%

Poor 1 2.5%

Good 24 60.0%

Very Good 13 32.5%

Excellent 2 5.0%

Total 40 100%

Table 14 shows the respondents view if they have been given a chance

to grade our school canteen. It shows that 97% of the respondents of Bacoor

National High School Main have graded the school canteen as Excellent (5%),

Very Good (32.5%), and Good (60%), while 2.5% graded it as Poor, and no

one of the respondents graded it very poor. The overall average rating is 3.40,

which means the majority of the respondents somewhat graded our school

canteen with a good grade, with a standard deviation of 0.62.

Page 33
Table 15: How Do You Often Eat in Our School Canteen

Time Period Frequency Percentage(%)

Daily 21 52.5%

Thrice a Week 8 20.0%

Twice a Week 3 7.5%

Once a Week 6 15.0%

Once a Month 2 5.0%

Total 40 100%

Table 15 presents how often students eat in our school canteen. It

shows that 52.5% of the respondents of Bacoor National High School Main eat

at the school canteen daily, while 47.5% eat once a month (5%), once a week

(15%), twice a week (7.5%), and thrice a week (20%). The overall average is

4.00, that means the majority of the respondents somewhat eat daily in our

school canteen with a standard deviation of 1.28.

Page 34
What Do You Know About Our School Canteen?

The responses indicate that most students are aware of the school

canteen and its role in providing food and beverages. Some students provided

detailed observations, mentioning that the canteen is near every grade level,

while others admitted having little knowledge about its operations. The

summary of responses: many students acknowledged that the school canteen

offers a variety of food and beverages, a few students highlighted that they are

unaware of specific canteen operations beyond buying food, some students

noted that the canteen serves nutritious food, while others expressed

concerns about food quality.

What Are Your Interests In Visiting Our School Canteen?

Students visit the canteen primarily for food, with specific preferences

such as siomai rice, pastil, kwek-kwek, chicken fillet, ice cream, pancakes,

and beverages. Other reasons include convenience, affordability, and the

opportunity to socialize with friends. The summary of responses of the

respondents: the majority of students visit the canteen to buy food and drinks,

specific food interests include siomai rice, pancakes, cheesesticks, tocino, and

beverages, and some students find the canteen’s variety of food appealing,

while others believe it could be improved.

Page 35
What Are The Positive And Negative Impacts Of Our School Canteen?

Positive - Student's highlighted several positive aspects of the school

canteen, including food quality, affordability, good service, and accessibility.

Many appreciate the variety of food options and the friendly demeanor of the

vendors. The summary responses of the respondents: many students find the

food tasty, fresh, and satisfying, some students appreciate that the food is

budget-friendly, vendors are generally kind and accommodating, lastly the

canteen provides easy access to meals without students having to leave the

school.

Negative - While the canteen has many advantages, students also

raised concerns about food quality, overcrowding, pricing, and hygiene. The

summary responses of the respondents: some students believe the canteen

serves too much junk food, the canteen is often crowded, some students find

the food expensive or overpriced, reports of undercooked or leftover food were

noted, the canteen is often hot, with sticky tables and poor ventilation.

Page 36
What Are Your Comments About Our School Canteen?

Students provided several recommendations to enhance the school

canteen experience: many students suggested adding healthier meals,

ensuring food is well-cooked and fresh daily, more tables and fans should be

provided for comfort, improve the sanitation of tables and food handling,

organize a proper lining system for efficient service, and some students

suggested making food more affordable or providing free meals for

underweight students.

4.2 Interpretation of Result

The data collected

As the respondents regarding their experiences with the schools

canteen services. The data presents a generally positive review of the

canteen's food quality, variety, and service. Here’s an interpretation of the

findings

Temperature and Freshness of the Food (Table 1)

A significant majority of respondents (65%) agreed that the food was

served hot and fresh, with 37.5% strongly agreeing with this. Only 15%

disagreed with this statement. indicating that, overall, the food's freshness and

temperature met the expectations of most students. This suggests that the

canteen consistently serves food that is freshly prepared.

Page 37
Variety of the Food (Table 2)

The majority of respondents (75%) has said that the canteen offers a

good variety of food options. This high level of satisfaction suggests that the

canteen is meeting the dietary preferences of most students, with only a small

proportion (2.5%) of students disagreeing about the variety. This indicates a

wide variety of choices

Quality of the Food (Table 3)

65% of respondents rated the food quality as good, with 32.5% of

students strongly agreeing. However, 7.5% rated it poorly, and 27.5% were

neutral, showing different ratings in satisfaction. The overall data indicates a

generally positive review of food quality, though there is room for improvement

for some students.

Taste and Flavor of the Food (Table 4)

A large portion of respondents (80%) found the food to be tasty and

flavorful. which is a clear positive indicator of the canteen's food. The small

percentage of students 7.5% are in disagreement and 12.5% of students has

a neutral responses suggest that while the majority enjoy the food, a small

group finds it lacking in taste.

Clarity of Employee Communication (Table 5)

Communication from canteen employees was rated highly, with 80% of

respondents agreeing that employees speak clearly and are friendly.

Page 38
This suggests that the canteen staff are effective in their interactions with

students, ensuring smooth and clear communication during their service.

Availability of Sauces, Utensils, and Other Items (Table 6)

77% of respondents were satisfied with the availability of sauces,

utensils, and napkins. indicating that these essential items are available and

meets the needs of most students. A small proportion of students (5%) were

dissatisfied.

Service Quality (Table 7)

The quality of service was rated highly, with 77.5% of respondents

describing the service as excellent. This means that the canteen has a good

customer service, though there is still a small group (22.5%) who feel the

service could be improved.

Value for Money (Table 8)

80% of respondents agreed that the food in the canteen offers good value

for money. Meaning that the pricing is considered fair for the quality and

quantity of food provided. Only a small percentage (2.5%) disagreed with this,

suggesting that most students find the food cost reasonable.

Frequency of Canteen Visits (Table 10)

A majority of respondents (72.5) are regular customers at the school

canteen, suggesting that the canteen is a popular choice for the students.

Page 39
The remaining 27.5% do not frequently visit the canteen, which could be due

to personal preferences, budget constraints or other factors.

Spending Habits (Table 11)

Half of the respondents (50%) spend between P50-100 per day, meaning

that the students are spendings are in that range. This spending range

suggests that the canteen's prices are accessible for the majority of students,

though there is a small group (2.5%) who spend more.

Canteen Rating (Table 12)

An overwhelming 97% of respondents rated the school canteen as either

"Good," "Very Good," or "Excellent," with only 2.5% rating it as "Poor." This

means that theres a high level of satisfaction with the overall canteen

experience.

Frequency of Meals (Table 13)

More than half of the respondents (52.5%) eat at the canteen daily, while

a big portion of students (20%) eat there three times a week. This indicates

that the school canteen is a part of students' daily routines.

Page 40
4.3 Analysis of the findings

The analysis of the findings from this research reveals a generally

positive response to the school canteen services, with high levels of

satisfaction in most areas. A significant majority of students are satisfied with

the food’s temperature, freshness, variety, and taste.

The canteen has successfully met the expectations of most students,

with 65% agreeing that the food is served hot and fresh. 75% were satisfied

with the variety offered. And finally 80% of respondents rated the food as tasty

and flavorful, further contributing to the positive feedback.

Service quality also stands out as something positive with 77.5% of

students rating the canteen’s service as excellent and 80% praising the clarity

and friendliness of staff. Most students also agree that the food offers good

value for money with 80% finding the pricing fair for the quality and portion

sizes provided. Moreover, the canteen is an integral part of students' daily

routines, with over half (52.5%) eating there daily. There were 72.5% students

who were visiting frequently. This suggests that the canteen is a popular and

accessible option for students, meeting their daily meal needs. However, while

the overall satisfaction is high, there are still a few areas for improvement. A

small proportion of students (7.5%) rated the food quality as "poorly" and

27.5% remained neutral on this topic, indicating that some students feel the

food could be improved.

Page 41
Similarly 7.5% of students found the food lacking in flavor and 22.5% felt that

the service could be more efficient.

In conclusion, the school canteen provides a generally positive

experience for the students. This is proved by the high ratings for the food the

quality, the service, and the value for money. There are minor areas for

improvement, especially concerning food quality and consistency in the

service. Addressing these concerns could further make the canteen's

popularity go up and students going there more.

4.4 Comparison of the Previous Study

Both texts discuss the importance of customer satisfaction, specifically in

the context of school canteen services, emphasize the significance of meeting

or exceeding customer expectations to achieve satisfaction, highlight the

crucial role of service quality in shaping customer satisfaction and overall

experience,And Both studies use a survey or questionnaire to gather data

from students.

Page 42
 The first study titled "Level of Satisfaction of Grade 12 Students on Canteen

Services". Takes place at Laguna College of Business and Arts in Calamba

City, while the second study titled "Satisfaction and Service Quality among

junior high school at Bacoor National High School Main" is conducted at

Bacoor National High School Main,The first study involves 60 senior high

school HUMSS students, while the second study involves 40 students from

different grade levels and sections, While both studies aim to understand

student satisfaction with canteen services, the second study specifically

explores students' perspectives on quality, price, taste, and availability of food.

The second study intentionally selects students from different grade

levels and sections to prevent bias and achieve a more representative sample.

The first study does not mention this consideration.

4.5 Implications of the Results

As we explore the results of this research, The students' satisfaction with

the quality and variety of food options is a evidence to the hard work and

dedication of the school's food services team at Bacoor National High School

Main. It's clear that they're passionate about providing nutritious and

appetizing meals that fuel young minds and bodies.

Page 43
 However, the concerns raised about the dining area itself paint a different

picture. Imagine walking into a crowded, noisy and uncomfortable space. It's

not exactly the most inviting atmosphere.

For students, the dining area is more than just a place to grab a quick

bite. It's a space where they connect with friends, share stories, and create

memories. It's where they take a break from the challenges of academic life

and recharge for the rest of the day.

V. CONCLUSION AND RECOMMENDATION

The researchers conclusion was that the school canteens services

meet students satisfaction. because, according to the results of the

researchers, the school canteens services was good and meet the standards

or expectations of the students. In fact, most students are satisfied with the

taste and freshness of the food , and the employees communicate with clarity,

availability of utensils, sauces, etc.

Page 44
These findings suggest that maybe other factors are contributing to the

satisfaction and service quality of the school canteens, and with that

therefore,future researchers should consider to have a more holistic approach

in supporting and considering the standard and expectations on the

satisfaction and service quality of the school canteens among the students ,

one maybe reason that takes into the account in multiple factors that maybe

influencing the students standard on their satisfaction about the service quality

of their school canteen.

5.1 SUMMARY OF FINDINGS

The findings of the study were summarized according to the statement of

the problem stated in Chapter 1.

1.What are the demographic profile of the respondents in terms of:

Sex. The Female had the highest number of respondents with the total of 25

students with a percentage of 63% while the male got the second with a total

of 15 students with a percentage of 37%.

Age. The respondents are around 14 years old with the biggest number of

respondents followed by 13 years old , 15 years old, 16 years old ,12 years

old and lastly 17 years old.

Page 45
2. What is the level of satisfaction with the service quality among Junior

High School learners in Bacoor National High School-Main?

The level of satisfaction with the food quality and cleanliness in Bacoor

National High School Main depends on factors such as food variety,

affordability, hygiene, and overall service. If the canteen maintains strict

cleanliness standards and offers nutritious, well-prepared meals at reasonable

prices, student satisfaction is likely to be high.

Most students are satisfied with the taste and freshness of the food ,

and the employees communicate with clarity, availability of utensils, sauces,

etc. In the school canteen is sufficient , and by looking through the amount of

students spends on their meal in canteen that the food is really tasty. These

findings indicate that the school canteen provides good and quality food to the

students but there more improvement that can be made and to enhance other

students satisfaction.

3.What is the service quality provided by the school canteen, mainly in

pricing, hygiene and satisfactory on foods?

The service quality of the school canteen is determined by its pricing,

hygiene, and food satisfaction. A well-managed canteen ensures that food is

affordable, Maintaining strict hygiene and sanitation standards is essential to

prevent health risks and create a clean dining environment.

Page 46
 Additionally, providing nutritious, fresh, and well-prepared meals

enhances student satisfaction and promotes healthy eating habits.

4.What are the areas need to be improved and have recommendations in

order to improve the quality of the school canteen?

To improve the quality of the school canteen:

First, food quality and variety should be enhanced by offering more

nutritious and appealing meal options. Next on, hygiene and sanitation must

be strictly maintained to ensure food safety and cleanliness. Lastly, pricing

should be fair and reasonable to make meals affordable for all students. By

addressing these, the school canteen can provide a better dining experience

and promote student well-being.

Page 47
5.2 RECOMMENDATIONS FOR FUTURE RESEARCHERS

After thorough procedures and analysis of data, the following

recommendation are hereby made to develop and improve the research

problem:

For Future Researchers – Future researchers should explore more about how

can the service quality affect the satisfaction of the students.

They should also study the ways of how to level up the satisfaction and

service quality among jhs students and also improve their school canteens

experience. This research can serve as a guide for future studies that aim to

create better solutions for the satisfaction and service quality.

Page 48