LEVEL OF STUDENT’S SATISFACTION OF TSU CAFETERIA SERVICES

A Research Study Presented

To the Faculty of
Tarlac State University College of Business and Accountancy

In Partial fulfillment of the Requirements

For the course of
Bachelor of Science in Business Administration
Major in Marketing Management

Mr. Renato Mercado

_________________________

Professor

Mrs. Daisy Medrano

_________________________

Adviser
LEVEL OF STUDENT’S SATISFACTION OF TSU CAFETERIA SERVICES

A Research Study Presented

To the Faculty of
Tarlac State University College of Business and Accountancy

In Partial fulfillment of the Requirements

For the course of
Bachelor of Science in Business Administration
Major in Marketing Management

Prepared by:

Yumul, Abviel G.
Longga, Rodelia B.
Dimal, Ivee Crystal G.
Mariano, Charolyn Q.
Sotto, Leilani M.
Pangilinan, Shelley S.
 Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Many of the universities and colleges have food service operations that are

providing many variety food options and delivering flesh, healthy, tasty ingredients in a

way that please the students. Some of the university and college have different type of

food service operations: managed service company concept representing a franchised

restaurant brands, or a self-branded restaurant concept. According to the restaurant and

institution survey, the survey found that 59% of university operators offered self-created

food service brands, while 68% have national brands; 43% operate regional brands and

57% offer manufacturer-branded outlets (Matsumoto, 2002).

In recent years, college and university food services have experienced many

changes that have affected management styles, board plans, payment method, menu

concepts, and service styles. These changes are in response to the demands of a student as

a customer base that is diverse in demographic characteristics, such as age, cultural

background, life, and educational experience, and eating habits (Bowman, McProud,

Usiewiez, Genreau. & Mitchler, 1995; Chi & Brown, 1996; Tayce, Gassenheimer, &

Ingram, 1999).

Literature has shown that expectations are important in determining satisfaction

(Carman, 1900; Spreng & Mackoy, 1996). Customers have two levels of expectations:

predictive or what will happen, and normative or what should happen (Boulding, Kalra,

Staelin, & Zeithaml, 1993; Stevens, Knutson, & Patton, 1995). Service providers need to

discover what customers expect because satisfaction can be increased by decreasing

 2

expectations (Carman, 1990). Becker (2000) suggested that within the general

population, expectations may not be homogenous across all students. Because these vary

from one student to the next, it is desirable to analyze expectations at the individual level.

Tarlac State University is a well-known University in Tarlac. It is known for

having a quality education. The purpose of their study is to know the level satisfaction of

the students. This study is very important so that we may be aware of the service quality

of the university. The professors are well-trained and knowledgeable enough to teach

students, some are approachable, some are not. There are some instances that the

professors are very strict when it comes to subject requirement. Meaning, they want to

discipline their students. Very disappointing when it comes the cashier because there’s

only 1 or 2 windows that are being opened when paying tuition fees so the tendency is,

the students will fall in line up to the smith hall, very time-consuming on the part of the

student.

This study will focus on the university cafeteria, the services and foods that they

are offering. Tarlac State University is strongly committed to support student health and

physical well-being. The saying goes healthy body is a healthy mind. The establishment

and operation of a University cafeteria is important in developing this commitment.

Therefore, the TSU Cafeteria Management should offer nutritious and healthy food at

affordable prices. Thus, greater effort must be exerted in its operation, either by the

school administration or a hired entity who handles the operation. Among the factors to

be considered is the quality of service are offering to the students and other customers.

Therefore it is imperative that service quality be given an utmost importance since this
 3

will result in recognizing the amount of approval from the students and the furtherance of

their support. Also considered is the nutrition value of the food items being served.

The Level of Student Satisfaction survey is a university-wide survey for the

students in TSU Main Campus. Questions focus on Level of Student Satisfaction in terms

of the Ambience/Cleanliness, Taste of Food, Amount of Serving, Variety of Food,

Customer Service, Price, and the Nutritional Value of Food Service at the TSU Cafeteria.

Statement of the Problem

This study was conducted to determine the Level of the Student

Satisfaction of TSU Cafeteria Services in particular and their perception to the actual

performance of the services by the TSU Cafeteria. As perceived by the in TSU Main

Campus, the study attempted to answer the following:

1. What is the profile of the student in terms of the following:

1.1 College Course;

1.2 Religion;

1.3 Gender;

1.4 Year level;

1.5 Allowance;
 4

2. What is the level of respondent’s satisfaction to the services of TSU Cafeteria as to the

ff:

2.1 Ambiance;

2.2 Cleanliness;

2.3 Taste of Food;

2.4 Amount of Serving;

2.5 Variety of Food;

2.6 Customer Service;

2.7 Price;

2.8 Nutritional Value;

3. What actions can be proposed to improve TSU Cafeteria services?

Significance of the Study

The college student is currently influencing the expansion of university food

services. College students are not tolerating poor quality of food served by university

dining services. The college student is influencing the development of institutional food

service. To satisfy the basic nutritional needs of students, university and college food

service operations need to deliver a variety of fresh, healthy and tasty food. Student food

service is one of the competitive markets today, competing with other food service such

as fast food and vending machines. Today’s college students are expecting more than the

good food quality and nutritional value of the food they consume (Gramling et al., 2005).

In addition, institutional food service operators need to keep up with the growing
 5

expectations of students about the overall dining experience. Thus, it is important for

food service operators to fully recognize the wants of students and meet their needs.

The success of any food and beverage establishment lies in its ability to satisfy

students by providing a dining experience, comprising of both tangible and intangible

elements and able to meet or exceed their satisfaction (Parasuraman et al., 1985; 1988).

Students have satisfied about the service they should receive from institutional food

service and today they are more sophisticated and are exposed at an early age to variety

of dining experiences including ambiance/cleanliness, taste of food, amount of serving,

variety of food, customer service, price and nutritional value of food service. These

factors have influenced the attributes students use to evaluate institutional food service.

The study aims to determine the Level of Student’s Satisfaction of TSU Cafeteria

Services in the Main Campus and how the students give their special countenance.

The data gathered from this research will benefit TSU Community as a whole,

from the administration to faculty members and other stakeholders.If customers

satisfaction will be met, this would contribute to the growth of the Tarlac State University

Cafeteria. Hence, may also provide both physical and mental sustenance of all canteen

patronizers.

Other cafeterias which have similar services may also benefit from the data and

information gathered for it will improve their services. Future researchers on patronage in

relation to service quality may use this as a reference.

 6

Scope and Delimitation of the Study

This research attempt to determine the student’s satisfaction in terms of the

cafeteria service provided: such as Ambiance, Cleanliness, Taste of Food, Amount of

Serving, Varuety of Food, Customer Service, Price and, Nutritional Value. After

considering the level of students satisfaction, the study also attemps to identify the

actions to be undertaken to improve TSU Cafeteria Services. It is to be noted that

respondents are students from selected Colleges in the main campus. Questionnaires were

distributed to students from selected colleges in TSU Main Campus enrolled for this A.Y

2013-2014. Data gathered from other customers were also taken during this 2013.

Definition of Terms

For better understanding of this study, several relevant terms are defined as follows:

Affordability- refers to extent to which something is affordable, as measured by its cost

relative to the amount that the purchaser is able to pay.

Ambiance- refers to a feeling or mood associated with a particular place, person, or

thing.

Cleanliness- refers to the degree to which people keep themselves and their surroundings

clean.

Customer Service- refers to the process of ensuring customer satisfaction with a product

or service. 7

-is an extremely important part of maintaining ongoing client relationships that

are key to continuing revenue.

Facilities- refers to something such as an additional service provided by an organization

or an extra feature on a machine which is useful but not essential.

Price- refers to the quantity of payment or compensation given by one party to another in

return for goods or services.

- is the quantity of payment or compensation given by one party to another in

return for goods or services.

Service Quality- refers to a business with high service quality will meet customer needs

whilst remaining economically competitive.

-an assessment of how well a delivered service conforms to the client's

expectations. Service business operators often assess the service quality provided to their

customers in order to improve their service, to quickly identify problems, and to better

assess client satisfaction.

Students- refers to expressed opinions of students about the service they receive as

students.

Student’s Satisfaction- refers on the scores responded by surveying students.

-a self-developed instrument to achieve the research purposes.

TSU Main Cafeteria- refers to a type of food service location in which there is little or

no waiting staff table service, whether a restaurant or within an institution such as a large

office building or school.

- sells food and personal items to personnel at an institution or school

 Chapter 2

REVIEW OF RELATED LITERATURE

This chapter reviews related literature and studies which serves as frame of

reference for this study. Related literature and studies, foreign and local, are presented

such that some of the present study’s variables have been tackled.

Related Literature

The study is concerned with the “Level of Student’s Satisfaction in TSU

Cafeteria”. Literature related to the basic theoretical and empirical aspects of these

variables is reviewed in this chapter. Review of related literature has been done

particularly with a view to locate the possible correlates of the variables studied.

This document gives a description of the Tarlac State University Cafeteria

provided by TSU Cooperative to University students. It starts with a short description of

the ambience/cleanliness of the canteen, how the food tastes does, the amount of

servings, variety of foods, and nutritional value of the food service, how the service

works, and how much they are charged for the service.

Most people are concerned with food taken daily without regard for practices or

habits, which may influence good health. It is a common observation that when food is

presented to a person his attention is focused on the aesthetics value and how the food

appeals to the palate, rather than on the nutritional content. This reality calls for the need

to reorient people on the cause - and - effect relationship between eating and health.
 9

One’s drive for food and the way he is satisfied is important food is needed by man not

on for energy. Work and play but also for maintaining body function such as breathing.

Beating of the heart, digestion of food, circulation of the blood, absorption of food,

excretion of body waist and other processes. No single type of food is capable of

providing all the nutritional needs of person. It is, therefore important that daily diet

contains the correct the amount of all food listed in daily guide to good nutrition

(Velasquez, 2004)

Food contains the essential nutrients needed by the body for its normal growth

and development. It is necessary for students to know the sources, function and nutrients

of the food they buy, adequacy of these nutrients in their diet will result to good health.

Hence, students must learn to plan, select, prepare and serve simple but nutritious food

(Bernardino and lee, 2005).

School canteen plays four – fold role in the educational program school. First, it

helps combat malnutrition. Second, it is a center for teaching health. Third, it helps in the

vocational and social and training of students, and lastly it presents an opportunity of

correlating teaching experience which is centered of foods. The food needs of teenagers

in general are greater than those of children and 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 on their choices (Cruz,

2003).
 10

Even though the meals in school restaurants offer a more balance diet that those

taken at home or in other restaurants, there is still room for progress in balancing diets in

meals served in school canteen. On a positive note, products which have a high fat

content are limited in starters and desserts and fruits and vegetables and starch- rich foods

are propose regularly. However an effort still has to be made to improve the quality of

main dishes as not enough fish or red meat is offered and the fat content of main courses

is too high. The calcium content of dairy products should be improved. And while

vegetables are well accounted for in canteens in main land France, are they actually

eaten? No one can be about this as ultimately it’s up to the pupils to make the right

choice. In order to help them, have been made to promote balanced diet and on whether

the person responsible for purchasing food has had training in nutrition or not.

To improve quality of meal, the agency recommends developing and providing

schools with tools to help personnel draw up their menus meet the needs of the pupils

requiring special diets and provide information session on balanced diet. This last point

was taken into account in the agricultural modernization act of July 27, 2010 which

makes it mandatory for the school and university canteens to comply with rules for

nutritional quality. The same provision was included in the national program for food

(PNA), announced on September 2010 by the ministry of food, for the purpose. Among

others, of combining pleasure with a balanced diet in school canteens it also plans to

provide specific training for managers of school canteens. The group for the study of

institutional catering contracts and nutrition (GERMCN) draw up rules for nutritional

quality in school and university canteens in line with the agency’s recommendation.
 11

Related Studies

Foreign

Rizwana Ansari (2011) found out in her study physical environment and

employee industrial safety, a remarkable improvement of employee performance. It is

found that one fourth of the employees in public sector units are dissatisfied with the

provision of safety, health amenities and canteen facilities to the workforce.

MajaDijkic (2008) in his study on physical environment an expanded model of

job satisfaction concludes with positive correlation. The purpose of the study was to

examine the effect of perceived physical work environment on job satisfaction.

Kudchedkar (2008) differentiates between the labor welfare activities and the

personnel functions and gives some suggestions for better working and living standards.

Morris (2008) describes industrial history of Bombay and gives the growth of

labor force, work regulation, wages, discipline, trade unions and arbitration between 1854

to 1917 in the Cotton Mills of Bombay (India). It is found that the Bombay Mills

Association Voluntarily appointed personal officers to look into the matters on safety,

welfare, canteen, health and other personnel functions.

Saxena (2000) gives socio-economic background of workers in the five selected

units in Meerut district and discussed promotion policies, training, transfers, welfare

measures, bonus, remuneration and the functioning of the trade unions. It is found that

the personnel policies on promotion, training, internal mobility, wage and welfare

includes canteen are created healthy work environment in the units in Meerut ( India).
 12

NarayanaMurty (2000) has studied socio- economic profile of the workforce and

employee welfare activities in Indian Industrial Organizations. It is found that majority of

the Employees in Co-operate Sector Units are satisfied with the existing welfare, canteen,

and health facilities. All these studies help the management, unions and governments to

improve the existing state of affairs mainly by emphasizing on functional areas of Human

Resources Management and existing welfare amenities in a single unit or two units or

more with a comparative study in the same sector like private or public or co-operative.

There have been very few comprehensive studies in the field of work environment and

less concentration on the provision of welfare facilities and amenities provided by the

Government and the managements of the undertakings as well. However, surprisingly,

very few attempts have been made by the researchers to study the extent of Canteen

facility to the employees of any unit. The study shows the gap and also furnishes the

reasons between the practice and precept.

Usman et.al(2010) study aimed on the impact of the different quality of student

satisfaction in higher educational institutes of a big division of Punjab province of

Pakistan. Both public and private were included in the study. A convenience sampling

technique was used to record the responses of 240 students at a response rate of 96 %. the

analysis of the data was done with the help of SPSS and AMOS. The results show that

the students' satisfactory level is based on how much they trust on the quality of the

infrastructure, education, knowledge and abilities of the faculty and other essentials of

academy development like digital labs, and quality of the stuff in the library. They also

seek the reliability and persistency of the service like cafeteria, playgrounds, class set up,
 13

and decoration. The findings also revealed that compassion, coordination and kindness

are the values that greatly add the quality ti the service of uneducational institution.

Local

Canlas' (2008) study is on the management and operation of food service

centers in State Universities and Colleges in region 3. the descriptive analytical method

was utilized. The study revealed the following findings: 1.50.79% or majority of the

managers had 1-5 trainings, while among service staff, no training at all. 2. As to

education, majority of managers and food service staff are graduates of four-years course.

3. As to work experience, 26.98% among managers had 5-7 work experience and 32.66

% with food service staff. 4. As to percentage of who operate and manage the canteen,

78% were being leased by private individuals and the 12% were being operated by school

operative and 10% of SUCs in Region 3 were operated by school. 5. As to criteria by the

rating : almost always”, safety produts, adequate water supply, personnel cleanliness and

hygiene were indicated. 6. As to criteria by the rating “seldom and never”, supervision of

a person knowledgeable in sanitary food handling, location and ventilation, work habits,

accessibility to delivery of entrance and exit as well as drinking fountain were indicated.

7. Food service centers that were managed and owned by the schools are found highly

meeting the standard of food safety and sanitary practices with a total of 10 out of 63.

However, 42 out 63 are not meeting food safety and sanitary practices and these are

managed and leased by private individuals. Indicators that were rated very satisfactory by

students and faculty/personnel are: nutrition, service of hot and cold water, aesthetic,

pricing, lighting and ventilation, accurate order taking, promptness on giving bills and

change, and staff's responds to customer contains. Indicators that were rated satisfactory
 14

are: palatability, variety of food served, innovativeness of recipes, personnel attitude and

values, courtesy and politeness/promptness of personnel, counter service, delivery

service, provision of nutrition and information board, toilets, urinals, lavatories, quality of

food prepared, opening and closing time, promptness of food served, special orders and

requests, employees knowledge and skills to serve customers, attention given to

customers, menu options, specific needs of customers and food service staff only 1

indicator was rated “fair” and it is availability of fresh fruits served.

Canlas' study is an essential reference in this research because it showed the

general opinions of the customers when it comes to the food, facilities and personnel of

the food service centers of State Universities and Colleges in Region 3.

Caballero's (2009) study assessed the status of the food service of Bulacan State

University in terms of foods and services offered. Findings revealed that respondents

significantly disagree to the food as to the food and services offered because the

computed value is greater than the tabular Value of 1.960 at 0.05 level of significants

hence the hypothesis is rejected. A proposed cycle menu good for the three months is

provided to ensure that menu offerings are not repeated to address the varied preferences

of the clientele.

Gadais (2004) conducted a study on the comparative level of satisfaction in

relation to customer service between Jollibee and Mc Donald's. The descriptive type of

research was the method use in evaluating the level of satisfaction of the customers.

Survey questionnaires were distributed to 100 randomly selected HRM students at a

College in Fairview. Result showed the following: 1. on the number of times of visits at

the two establishment at least twice a week. 2. on what made the respondents decide to
 15

eat at either of the two establishment, it showed the fifty-three percent (53%) on Jollibee

and forty-nine percent (49%) on Mc Donald's for accessibility, good service, and

affordability, twenty-four percent (24%) and twenty-three percent (23%), respectively for

accessibility alone; fifteen percent (15%) and nineteen percent (19%) respectively for

good service alone; and, eight percent (8%) and nine percent (9%), respectively for

affordability alone. 3. when it comes to level satisfaction of the customers in-relation to

customer service, it was found that for both establishment, respondents are satisfied.

Sanitation and ranked number one. However, cleanliness of table and comfort rooms

were least ranked (fairly satisfied). To offer fast and efficient service was ranked number

one suggestion by the respondents.

Gadais' study revealed that factors like sanitation, tables, and comfort rooms,

and fast and efficient service satisfies and are important to College students which part

from the five dimension of service quality like Tangible, empathy and responsiveness.

Conceptual Framework

This study was conducted to determine the demographic profile of the

respondents in terms of College Course, Religion, Gender, Year Level and, Allowance .

This study also determined the Level of Student’s Satisfaction in TSU Cafeteria in terms

of Ambience, Cleanliness, Taste of Food, Amount of Serving, Variety of Food, Customer

Service, Price and Nutrirional Value.

It was also conducted to determine what actions can be proposed to improve TSU

Cafeteria Services.
 16

Demographic Profile of the students

 College Course
 Religion
 Gender
 Year level
 Allowance

Level of students satisfaction

 Ambiance
 Cleanliness Views of the Students in
 Taste of Food TSU Cafeteria

 Amout of Serving
 Variety of Food
 Price
 Nutritional Value

Actions can be proposed to

improve

Students Satisfaction

Figure1. Paradigm of the Study

 Chapter 3

METHODS OF STUDY AND SOURCES OF DATA

This chapter presents the method of research, the subjects of the study, the

method of gathering data and statistical treatment.

Research Design

Descriptive research design is a type of research method that is used when one

wants to get information on the current status of a person or an object. It is used to

describe what is in existence in respect to conditions or variables that are found in a given

situation.(Patricia M. Shields and Nandhini Rangarajan, 2013)

Respondents of the Study

In choosing the respondents of the research, the following grouping of

students were considered, these are the students from the College of Business and

Accountancy, College of Computer Studies, and students from the College of

Engineering of Tarlac State University, thus, 200 respondents were selected. They are

offering not just food but also good ambience, friendly environment and cleanliness of

the cafeteria, which can give the customers a good quality and safe satisfying food. The

students can assure to have a healthy benefits of the food serve in TSU cafeteria. Based

on our survey, the students who are eating daily in TSU cafeteria are around 200 students

at the Main Campus.

 18

Methods of Gathering Data

The study primarily used the Descriptive Research Design adapted from

(Patricia M. Shields and Nandhini Rangarajan, 2013) to gather needed data. The

questionaire used on the actual experience of students to TSU Cafeteria services.

Questionaires were distributed to the students at the TSU Main Cafeteria. Before each

questionaire was distributed, the researcher explained to the repondents, the objective and

use of the information that will be gathered. A total of 200 questionaires were distributed

to the students of the TSU Cafeteria, Main Campus. All of the 200 questionaires were

given and answered correctly by the respondents. Interviews to the students of the

University was also conducted to verify some data gathered. The study also used

documentary analysis for purposes of gathering information about the profile of the TSU

Cafeteria. Lastly, the researcher as a long-term students of the TSU Canteen has helped a

lot in organizing the gathered data and information.

Statistical Treatment

The Descriptive Research Design by (Patricia M. Shields and Nandhini

Rangarajan, 2013) was adopted. Collected data were presented on tables. All these data

were based on the answers obtained from the questionnaires. Weighted mean was used to

analyze the actual score descriptions.

 19

The formula is:

P=F/Nx100

where:

P=percentage

F=total frequency

N=total number of respondents

The Expectation and the actual scores as describe by the students were determined

using the five-point. Likert scale as follows:

Scale Equivalent Adjective Description

5 4.5-5.0 Very Satisfied

4 3.5-44 Satisfied

3 2.5-3.4 Undecided

2 1.5-2-4 Dissatisfied

1 1-1.4 Very Dissatisfied

 Chapter 4

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the data gathered in the study. It is concerned with the

presentation, analysis and interpretation of data gathered from the students of TSU

Cafeteria at TSU main campus. The findings from the research instruments were

presented in the tables to make the analysis clearer and more illustrative.

Demographic Profile of Respondents

The following tables show the demographic profile of the respondents, which

includes the (1) College Course, (2) Religion, (3) Gender, (4) Year Level, and (5)

Allowance.

1. College Course

The word course in the education context varies depending on which country it is

used in. In the Philippines, the word course can be used to either refer to an individual

subject or the entire program. Some courses are three weeks long, one semester long, last

an academic year, and on some occasions three semesters long. A course is usually

specific to the students' major and is instructed by a professor.

 21

Table 1

College Course

College Course Frequency Percentage (%)

CBA 70 35%
CASS 40 20%
CPA 20 10%
COS 30 15%
CHK 20 10%
CCS 10 5%
COE 10 5%
TOTAL 200 100%

Table 1 shows the college course of the respondents. From the table, it can be

seen that 70 out of 200 or 35% of the total respondents belong to the CBA students, 40

out of 200 or 20% of the total respondents belong to the CASS students, 20 out of 200 or

10% of the total respondents belong to the CPA students, 30 out of 200 or 15% of the

total respondents belong to the COS students, 20 out of 200 or 10% of the total

respondents belong to the CHK students, 10 out of 200 or 5% of the total respondents

belong to the CCS and COE students. The findings shows that majority of the

respondents belongs to the CBA students and indicates that they are mostly eating in the

University Cafeteria.

2. Religion

A belief which encompasses the supernatural, sacred, and divine. These are

accompanied with a hierarchical structure that governs followers which have this belief,

as well as the practices and rituals which are done to express this belief.
 22

Table 2

Religion

Religion Frequency Percentage (%)

Catholic Christian 98 49%
Iglesia Ni Cristo 58 29%
Born Again Christian 39 19.5%
Methodist 3 1.5%
Baptist 2 1%
Total 200 100%

Table 2 shows the Religion of the respondents. From the table, it can be seen that

98 out of 200 or 49% of the total respondents belong to the catholic Christian, 58 out of

200 or 29% of the total respondents belong to the Iglesia Ni Cristo, 39 out of 200 or

19.5% of the total respondents belong to the Born Again Christian, 3 out of 200 or 1.5%

of the total respondents belong to the Methodist, and 2 out of 200 or 1% of the total

respondents belong to the Baptist. The findings shows that majority of the respondents

belongs to the Catholic Christian and indicates that they are mostly eating in the

University Cafeteria.

3. Gender

Gender is the range of physical, biological, mental and behavioral characteristics

pertaining to, and differentiating between, masculinity and femininity.

Table 3

Gender

Gender Frequency Percentage (%)

Male 88 44%
Female 112 56%
TOTAL 200 100%
 23

Table 3 shows the Gender of the respondents. From the table, it can be seen that 88

out of 200 or 44% of the total respondents are Male, 112 out of 200 or 56% of the total

respondents are Female. The findings shows that majority of the respondents are Female

and indicates that they are mostly eating in the University Cafeteria.

4. Year Level

Bachelor’s degree programs are a minimum of four years in length. During the

first two years of study, students are required to take general education courses (63

credits), with courses counting towards the major usually being undertaken in the last two

years of the program. Some institutions offer five-year programs in Engineering,

Architecture and Accountancy programs normally require five years of study.

Table 4

Year Level

Year Level Frequency Percentage (%)

1st Year 51 25.5%
2nd Year 58 29%
3rd Year 56 28%
4th Year 26 13%
5th year 9 4.5%
Total 200 100%

Table 4 shows the Year Level of the respondents. From the table, it can be seen

that 51 out of 200 or 25.5% of the total respondents are 1st Year students, 58 out of 200

or 29% of the total respondents are 2nd Year students, 56 out of 200 or 28% of the total

respondents are 3rd Year students, 26 out of 200 or 13% of the total respondents are 4th

Year students, 9 out of 200 or 4.5% of the total respondents are 5th Year students. The
 24

findings shows that majority of the respondents are 2nd Year students and indicates that

they are mostly eating in the University Cafeteria.

5. Allowance

It refers to the money given to students that shall be used for their daily needs and

expenses; it is given by their parents or guardian.

Table 5

Allowance

Allowance Frequency Percentage (%)

50-100 86 43%
101-200 71 35.5%
201-300 22 11%
301-400 19 9.5%
401-500 2 1%
Total 200 100%

Table 5 shows the Allowance of the respondents. From the table, it can be seen

that 86 out of 200 or 43% of the total respondents have 50-101 of allowance, 71 out of

200 or 35.5% of the total respondents have 101-200 of allowance, 22 out of 200 or 11%

of the total respondents have 201-300 of allowance, 19 out of 200 or 9.5% of the total

respondents have 301-400 of allowance and, 2 out of 200 or 1% of the total respondents

have 401-500 of allowance. The findings shows that majority of the respondents have 50-

100 of allowance.
 25

Level of Student’s Satisfaction

Satisfaction is a term frequently used in marketing. It is a measure of how

services supplied by the canteen meet or surpass student’s expectation. It is seen as a key

performance indicator within business and is often part of a Balanced Scorecard. In a

competitive marketplace where businesses compete for customers, customer satisfaction

is seen as a key differentiator and increasingly has become a key element of business

strategy.

Therefore, it is essential for the TSU Cafeteria to effectively manage student’s

satisfaction. To be able do this, TSU Cafeteria need reliable and representative measures

of satisfaction.

Table 6

Satisfied

Description Frequency Percentage (%)

Ambience 79 12.40%
Cleanliness 92 14.44%
Taste of food 103 16.17%
Amount of serving 63 9.89%
Variety of food 65 10.20%
Customer Service 84 13.19%
Price 47 7.38%
Nutritional Value of food serving 104 16.33%
Total 637 100%

Table 6 shows the satisfied respondents. From the table, it can be seen that 79 out

of 533 or 14.82% of the total data gathered of Ambience, 92 out of 533 or 17.26% of the

total data gathered of cleanliness, 103 out of 533 or 19.32% of the total data gathered of

Taste of Food, . 63 out of 533 or 11.82% of the total data gathered of Amount of Serving,
 26

65 out of 533 or 12.20% of the total data gathered of Variety of Food, 84 out of 533 or

15.76% of the total data gathered Customer Service, 47 out of 533 or 8.82% of the total

data gathered of Price, and 104 out of 533 or 19.51% of the total data gathered of

Nutritional Value.

Table 7

Very Satisfied

Description Frequency Percentage (%)

Ambience 53 14.60%
Cleanliness 50 13.77%
Taste of food 53 14.60%
Amount of serving 38 10.46%
Variety of food 57 15.70%
Customer Service 45 12.39%
Price 26 7.16%
Nutritional Value of food serving 41 11.29%
Total 363 100%

Table 7 shows the very satisfied respondents. From the table, it can be seen that

53 out of 363 or 14.60% of the total data gathered of Ambience, 50 out of 363 or 13.77%

of the total data gatehered of Cleanliness. 53 out of 363 or 14.60% of the total data

gathered of Taste of Food, 38 out of 363 or 10.46% of the total data gathered of Amount

of Serving, 57 out of 363 or 15.70% of the total data gathered of Variety of Food, 45 out

of 363 or 12.39% of the total respondents of Customer Service, 26 out of 363 or 7.16 of

the total data gathered of Price, and 41 out of 363 or 11.29% of the total data gathered of

Nutritional Value of Food. The findings indicate that the common satisfaction of the
 27

respondents ranging in 19 of the nutritional value of food serving of student’s

satisfaction.

Table 8

Undecided

Description Frequency Percentage (%)

Ambience 25 14.12%
Cleanliness 24 13.55%
Taste of food 20 11.29%
Amount of serving 25 14.12%
Variety of food 26 14.68%
Customer Service 13 7.34%
Price 26 14.68%
Nutritional Value of food serving 18 10.16%
Total 177 100%

Table 8 shows the undecided respondents. From the table, it can be seen that 25

out of 177 or 14.12% of the total data gathered of Ambience, 24 out of 177 or 13.55% of

the total data gathered of cleanliness, 20 out of 177 or 11.29% of the total data gathered

of Taste of Food, . 25 out of 177 or 14.12% of the total data gathered of Amount of

Serving, 26 out of 177 or 14.68% of the total data gathered of Variety of Food, 13 out of

177 or 7.34% of the total data gathered Customer Service, 26 out of 177 or 14.68% of the

total data gathered of Price, and 18 out of 177 or 10.16% of the total data gathered of

Nutritional Value.
 28

Table 9

Dissatisfied

Description Frequency Percentage (%)

Ambience 25 9.46%
Cleanliness 27 10.22%
Taste of food 18 6.81%
Amount of serving 40 15.15%
Variety of food 34 12.87%
Customer Service 39 14.77%
Price 63 23.86%
Nutritional Value of food serving 18 6.81%
Total 264 100%

Table 9 shows the dissatisfied respondents. From the table, it can be seen that 25

out of 264 or 9.46% of the total data gathered of Ambience, 27 out of 264 or 10.22% of

the total data gathered of cleanliness, 18 out of 264 or 6.81% of the total data gathered of

Taste of Food, . 40 out of 264 or 15.15% of the total data gathered of Amount of Serving,

34 out of 264 or 12.87% of the total data gathered of Variety of Food, 39 out of 264 or

14.77% of the total data gathered Customer Service, 63 out of 264 or 23.86% of the total

data gathered of Price, and 18 out of 264 or 6.81% of the total data gathered of

Nutritional Value.

Table 10

Very Dissatisfied

Description Frequency Percentage (%)

Ambience 18 11.32%
Cleanliness 7 4.40%
Taste of food 6 3.77%
Amount of serving 34 21.38%
Variety of food 18 11.32%
Customer Service 19 11.94%
Price 38 23.89%
Nutritional Value of food serving 19 11.94%
Total 159 100%
 29

Table 10 shows the very dissatisfied respondents. From the table, it can be seen

that 18 out of 159 or 11.32% of the total data gathered of Ambience, 7 out of 159 or

4.40% of the total data gathered of cleanliness, 6 out of 159 or 3.77% of the total data

gathered of Taste of Food, . 34 out of 159 or 21.38% of the total data gathered of Amount

of Serving, 18 out of 159 or 11.32% of the total data gathered of Variety of Food, 19 out

of 159 or 11.94% of the total data gathered Customer Service, 38 out of 159 or 23.89% of

the total data gathered of Price, and 19 out of 159 or 11.94% of the total data gathered of

Nutritional Value.
 Chapter 5

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

This chapter presents the summary of findings, conclusions, and

recommendations made by the researchers. The main objective of this study is to

determine the level of student’s satisfaction.

Demographic Profile of the Respondents

The demographic profile of the respondents was summarized as to their College

Course, Religion, Gender, Year Level and, Allowance.

1. College Course

Based from the data gathered, 20% of the total respondents belong to CASS

students, 10% of the total respondents belong to the CPA, 15% of the total respondents

belong to COS, 10% of the total respondents belong to the CHK students, 5% of the total

repospondent belong to CCS & COE students, and the majority of the total respondents

or 35% of are from CBA students. It indicates that the CBA students are mostly eating in

the University Cafeteria.

2. Religion

Based from the data gathered, 29% of the total respondents belong to the Iglesia

Ni Cristo, 19.5% of the total respondents belong to Born Again Christian, 1.5% of the

total respondents belong to the Methodist, 1% to the respondents belong to the Baptist,
and majority or 49% of the total respondents belong to Catholic Christian students. It

indicates that the Catholic Christian students are mostly eating in the University Cafeteria 31

3. Gender

Based from the data gathered, majority or 56% of the total respondents are from

the group of female, and 44% of the total respondents are from the group of male. It

indicates that the female students are mostly eating in the University Cafeteria.

4. Year Level

Based from the data gathered, majority or 29% from the 2nd Year Assembly, 28%

of the total respondents belong to the 3rd Year Assembly, 25.5% of the total respondents

belong to 1st Year assembly, 13% of the respondents belong to 4th Year students, and

4.5% of the respondents belong to 5th Year students. It indicates that the 2nd Year

students are mostly eating in the University Cafetria.

5. Allowance

Based from the data gathered, 43% of the total respondents have a 50-100

allowance a day, 35.5% of the total respondents have 101-200 allowance a day, 11% of

the total respondents have 201-300 allowance a day, and 9.5% of the respondents have

301-400 allowance a day, and 1% of the total respondents have 401-500 alllowance a

day. It shows that the majority of the students allowance is 50-100 a day.
 32

Summary of Findings

The following are the summary of findings:

1. Very Satisfied

Based from the data gathered, 15.70% of the total respondents who are very

satisfied in terms of Variety of Food, 14.60% of the total respondents who are very

satisfied in terms of Ambiance and Taste of Food, 13.77% of the total respondents who

are very satisfied in terms of Cleanliness, 12.39% of the total respondents who are very

satisfied in terms of Customer Service, 11.29% of the total respondents who are very

satisfied in terms of Nutritional Value, 10.46% of the total respondents who are very

satisfied in terms of Amount of Serving, and 7.16% of the total respondents who are very

satisfied in terms of Price.

It indicates that majority of the total respondents are very satisfied in terms of

Variety of Food.

2. Satisfied

Based from the data gathered, 19.51% of the total respondents who are satisfied in

terms of Nutritional Value, 19.32% of the total respondents who are satisfied in terms of

Taste of Food, 17.26% of the total respondents who are satisfied in terms of Cleanliness,

15.76% of the total respondents who are satisfied in terms of Customer Service, 14.82%

of the total respondents who are satisfied in terms of Ambiance,12.20% of the total

respondents who are satisfied in terms of Variety of Food, 11.82% of the total

respondents who are satisfied in terms of Amount of Serving, and 8.82% of the total

respondents who are satisfied in terms of Price.

 33

It indicates that majority of the total respondents are satisfied in terms of

Nutritional Value.

3. Undecided

Based from the data gathered, 14.68% of the total respondents who are undecided

in terms of Price and Variety of Food, 14.12% of the total respondents who are undecided

in terms of Amount of serving and Ambiance, 13.55% of the total respondents who are

undecided in terms of Cleanliness, 11.29% of the total respondents who are undecided in

terms of Taste of Food, 10.16% of the total respondents who are undecided in terms of

Nutritional Value, and 7.34% of the total respondents who are undecided in terms of

Customer Service.

It indicates that majority of the total respondents are undecided in terms of Price

and Variety of Food.

4. Dissatisfied

Based from the data gathered,23.86% of the total respondents who are

dissatisfied in erms of Price, 15.5% of the total respondents who are dissatisfied in terms

of Amount of Serving, 14.77% of the total respondents who are dissatisfied in terms of

Customer Service, 12.87% of the total respondents who are dissatisfied in terms of

Variety of Food, 10.22% of the total respondents who are dissatisfied in terms of

Cleanliness, and 9.46% of the total respondents who are dissatisfied in terms of

Ambience, and 6.81% of the total respondents who are dissatisfiedin terms of Taste of

Food and Nutritional Value.

 34

It indicates that majority of the total respondents are dissatisfied in terms of Price.

5. Very Dissatisfied

Based from the data gathered,23.89% of the total respondents who are very

dissatisfied in terms of Price, 21.38% of the total respondents who are very dissatisfied in

terms of Amount of Serving, 11.94% of the total respondents who are very dissatisfied in

terms of Customer Service and Nutritional Value, 11.32% of the total respondents who

are very dissatisfied in terms of Variety of Food and Ambiance, 4.40% of the total

respondents who are very dissatisfied in terms of Cleanliness, and 3.77% of the total

respondents who are very dissatisfied in terms of Taste of Food. It indicates that majority

of the total respondents are dissatisfied in terms of Price.

Conclusion

Based on the findings presented, the following conclusions were drawn:

1. Students satisfaction can only be achieved if the services offered are well

systematized and prioritized.

2. As to hygiene and sanitation, TSU cafeteria observed hygiene and sanitation on

other areas but with identified shortcomings on other apects.

3. Students service among TSU cafeteria was adequately observed to meet the

demands of the students though there were identified weaknessess that need

certain degree of consideration and attention.

 35

Recommendation

Based on the conclusion of the study the followng recommendations are given:

1. Since most of the students are satisfied in the ambience, cleanliness and taste of

food, the researchers recommend that the school canteen should maintain and

always check the good ambience, cleanliness of the canteen facility and maintain

or make the students very satisfied in the taste of food by serving them the best

and high quality of food in terms of cleanliness.

2. Since most of the students are very dissatisfied in the amount of serving, the

researchers recommend that the school canteen must give the students a equal

serving of food to make them satisfied.

3. Since the students are dissatisfied in terms of price, the researchers recommend

that the school canteen understand the situation of the students that they cannot

afford the price of their food and offer the “AMBULA” to give the students an

option of their offered foods.

4. Since this research study primarily focused on the Level of Students Satisfaction

in TSU Cafeteria, the researchers recommend further studies to fully understand

the situation of the students in Tarlac State University.