CANTEEN SERVICE QUALITY AND STUDENTS’ SATISFACTION

ILAISA MAE A. POÑAR

ZAIRA C. ALIMBOYONG
JORELYN B. TAMPIPI
MERRY CRIS S. ARANCO
DANIELA B. DONDIEGO
ROMIE B. LAVISTE
GABRIEL I. PAÑA
JOSHUA C. CERVANTES

Research Presented to the Faculty of Senior High School, Hagonoy

National HighSchool, Guihing, Hagonoy, Davao del Sur.
In Partial Fulfillment of the Requirements in Practical
Research II

SENIOR HIGH SCHOOL PROGRAM

Hagonoy National High School
Hagonoy, Davao del Sur

CHAPTER I
 INTRODUCTION

BACKGROUND OF THE STUDY

Recently, there have been a broad interest in the study of Canteen Service Quality
and Student Satisfaction around the world. A school canteen must be a free from dirt
and safe environment. Performing safe personal sanitation for the staff members, being
aware about storing of food, keeping food at the right condition, maintaining neatness
are the steps the staff must take to always ensure a safe consumption of food (Food
Safety, 2016). Food is served to staff members and students at a cost in a canteen. A
school operates a canteen to provide for the dietary requirements of its employees and
students, giving them the energy, they need to complete their daily tasks. A lot of
students complain about the price of canteen products because it is too pricey, hence,
the students cannot afford because of their insufficient allowances. Besides, teachers
and students also recommend a more spacious venue for canteen because most of the
time it is crowded. Canteen service quality has been found to have a significant impact
on student satisfaction in various contexts.
In the local context of Mintal Comprehensive High School in the Philippines, canteen
service quality was moderately satisfactory and showed a strong positive correlation
with student satisfaction Norman Raotraot Galabo (2019). In the Indian context,
secondary school students reported that energy-dense, nutrient-poor foods were
frequently available in school canteens, and only a small proportion of students were
satisfied with the nutritional quality of the food Neha Rathi (2018). In the context of
tertiary educational institutions in Bangladesh, service quality dimensions such as
administrative aspects, academic aspects, reputation, and access were found to
significantly influence student satisfaction Mihi (2018). Similarly, in the context of a
university in South Africa, the perceived service quality of support staff was found to be
dissatisfactory, with students' expectations exceeding their perceptions. The
Department of Education is strongly committed to promoting students' health and well-
being through its school curriculum and a variety of initiatives that provide opportunities
for physically fit individuals who enjoy eating healthy foods. Schools are encouraged to
implement comprehensive health and well-being programs, including food and nutrition
education. They help to eliminate malnutrition and provide a platform for students to
develop healthy eating habits. According to DepEd Order no. 14 S. 2005, the Instruction
to Ensure Consumption of Nutritious and Safe Foods in Schools that all schools must
have school canteens is indicated. This is reiterated by DepEd Order No.13 S. 2017
implementing guidelines on the school canteen. Canteens should not be unhealthy, but
rather serve as a venue for the development of eating habits. In order to support the
advocacy of the Department of Education, Hagonoy National High School take the
responsibility and well-run school canteen that can contribute to the academic success
of students. The establishment and operation of school canteen is important in
developing love and interest in buying nutritious and healthy food among students,
faculty and the school personnel, making it possible for them to enjoy nutritious and
healthy food at affordable prices during the school day.
According to some global related studies, most of the school councils make the
financial decisions of everyday life in the schools as used by the employees and the
students, in addition, the governing councils might have the authority to manage and
engage the canteen services to empower and raise their funds. The canteen manager
was given instruction by the school counsellors on products, or they call it special
fundraising events that should be included in order for them to increase profits.
However, some of the students and parents demand on the food prices. According to
Bartlby Research (2014), the prices are not enough or adequate to sell the
products .Saglik, Gulluce, Kaya, and Ozhan (2014) to the quality of service in order to
survive in today's competitive market, because foodservice quality is considered an
effective factor in satisfying students (Raman & Chinniah, 2011).Food quality is related
to customers satisfaction with the quality of fast-food served to them (John and Howard,
1998; Law et al., 2004; Kivela et al., 1999).Furthermore, Hwang et al. (2003) and Qin
and Prybutok (2009) noted that food properties were found to be the best predictor of
customer satisfaction as compared to reliable interpersonal service and environment
presentation. Students can enjoy a wide variety of fresh food selections when local area
vendors frequently provide fresh food for the students’ monthly menu (Cohen, 2009).
The degree of satisfaction with university cafeteria depends mostly on the quality of
meals, diversity of food, food hygiene and environment (Kim & Kim, 2004).
Satisfaction is generally viewed as a broader concept than service quality
(Bowden,2009; Zeithaml and Bitner, 2003). Thus, service quality is a subset of
satisfaction. Satisfaction comprises of both cognitive and affective evaluations whiles
service quality is essentially a cognitive evaluation. Furthermore, perceived service
quality a long-run overall evaluation of a product or service, whereas satisfaction is a
transaction-specific evaluation (Cronin & Taylor, 1992; Parasuraman, Zeithaml, & Berry,
1988). Customer satisfaction is a customer's perspective based on expectation and then
post purchase experience. Customer satisfaction is an evaluation of products or
services quality level that fulfill the customer expectations. Satisfaction means the
feeling an individual gets when his or hers wishes, expectations or needs are fulfilled,
and the pleasant feeling that follows from it (Galabo,2019). According to (Sigua, 2017),
the Department of Education is responsible for giving and supporting the student’s
health and well-being through its curriculum. Moreover, it encouraged the schools to
implement some complete health programs, including food and health nutrition
education. The researcher said that canteen should serve as the place or venue for the
development of eating habits, in addition the canteen should also serve as the
laboratory for Home Economics which will provide hands on training for the students
and employees on planning, purchasing, preparation of safe nutrition meals. For this
reason, the researcher of this investigation suggests that there is an extremely need for
the catering service providers to measure their service in terms of quality, because it
represents an important matter for their customers at the time of doing their purchasing
action in these places. Hence, the findings of this study will provide the Department of
Education with information about canteen service quality and student satisfaction, which
will inspire them to create initiatives to produce alternative. The purpose of this study is
to encourage those Grade 7 to12 Senior high school Students on how they study more
to understand the qualities of the school canteen services. It is important to assure the
proper sanitation of the equipment and tools used. Also, to know the good facilities and
services that given by different school. Moreover, to secure the safety of solid foods,
beverages, and other products that they sell for order to avoid health issue.

Statement of the problem

This study aims to determine the relationship between canteen service quality and
student satisfaction at Hagonoy National High School. Also, this research seeks to
determine the significant impact of canteen service quality on student satisfaction.
Specifically, this study targeted the following questions:

1. What is the level of service quality provided by the school canteen of Hagonoy
National High School in terms of tangibility, assurance, reliability, responsiveness, and
empathy?

2. What is the level of student satisfaction in the school canteen of Hagonoy National
High School?

3. Is there a significant relationship between the domains of canteen service quality

(tangibility, assurance, reliability, responsiveness, and empathy) and student
satisfaction at Hagonoy National High School?

Hypothesis

Ho: There is no significant relationship between the domains of canteen service quality
(tangibility, assurance, reliability, responsiveness, and empathy) and student
satisfaction at the Hagonoy National High School canteen.
Theoretical Framework

This Study is anchored by Norman Raotraot Galabo (2019), Theories on canteen

satisfaction suggest that there are several factors that influence student satisfaction with
canteen services. These factors include canteen service quality, staff behavior, food
quality, price, cleanliness, responsiveness, environment, hygiene, and sanitation.
Studies have found that tangibility, reliability, responsiveness, and empathy are
important aspects of canteen service quality that contribute significantly to student
satisfaction. Staff behavior, food quality, and price are also identified as key factors that
affect student satisfaction Md Nunural Raihen (2023). Additionally, the cleanliness,
responsiveness, and environment of the canteen are important factors that contribute to
student satisfaction Bwi Budiningsari (2023). Hygiene and sanitation in the canteen
have been found to have a low positive linear relationship with customer satisfaction
Gao Qing (2009). These theories provide insights for canteen managers to improve
service quality and enhance student satisfaction.Satisfaction Zeithaml and Bitner (2003)
define satisfaction as a customer’s judgment that a product or service provides a
pleasurable level of consumption-related accomplishment. Determinants of satisfaction
include perception of service quality, product quality, price, situation factors, and
personal factors (Zeithaml & Bitner, 2003; Christou & Kassianidis, 2002; Christou,
2006). Jones, Taylor, Becherer, & Halstead (2003) emphasized that, when expectations
are met or exceeded, customers report higher levels of satisfaction. Oliver (1981)
employed the expectancy disconfirmation model to explain that customer satisfaction is
determined by comparing customers’ expectations and perceptions of performance. The
theory posits that customer satisfaction is measured by the gap between customer
expectation and perceived performance. Thus, if perceived performance exceeds
expectation of the performance, the expectation is positively disconfirmed and the
customer is satisfied as the actual performance exceeds the customer’s
expectations.According to Porral et al. (2018) this study examines whether the level of
product involvement influences how emotions drive consumer satisfaction. Based on
the Theory of the Hedonic Asymmetry, it is analyzed through Structural Equation
Modeling (SEM) how emotions drive consumer satisfaction. On the contrary, if the
perceived performance falls short of expectations, the resultant effect is a negative
disconfirmation as the customer becomes dissatisfied with the performance. Customer
satisfaction can be assessed based on the customer ‘s satisfaction attitude on various
attributes of the product or service. Customer satisfaction depends on a variety of
factors, including perceived service quality, customers ‘mood, emotions, social
interactions, and other experience-specific subjective factors. Moreover, Parasuraman
et al., (1985) developed a service quality model to demonstrate that consumers'
perceptions of quality are influenced by separate gaps occurring in organizations. This
theory, developed by Parasuraman et al. (1985), identifies five dimensions of service
quality: tangibles, reliability, responsiveness, assurance, and empathy. These
dimensions will be used to assess students' perceptions of canteen service quality.
Customer Satisfaction this theory proposes that customer satisfaction is determined by
a comparison between pre-purchase expectations and post-purchase performance.
Students' satisfaction with canteen services will be assessed based on their
expectations and actual experiences. Expectancy Disconfirmation this theory suggests
that satisfaction results from exceeding expectations, dissatisfaction from falling short of
expectations, and neutrality from meeting expectations. This theory will be used to
explain the relationship between perceived service quality and student satisfaction.
Student Engagement this theory suggests that students' engagement with their
educational environment, including their satisfaction with campus services like the
canteen, positively impacts their academic achievement and overall well-being.

Conceptual Framework

Canteen service Students

Quality Satisfaction’
 Figure 1. Conceptual Paradign of the Study

The first frame presents the process of gathering Canteen Service Quality
information with the use of survey questionnaire.
The second frame presents the process of the study that involves the level of
Student Satisfaction of senior highs school students through data-gathering with the use
of survey, questionnaires, and statistical analysis.
Lastly, the arrows signify the connection between two frames and all the actions
undertaken in order to reach a viable conclusion.

Scope and limitations

This study focused the responses perceived by Grade 7 to 12 which is the Junior
high school and Senior high school student of Hagonoy National High School about the
canteen services quality and their satisfaction. limited only to the senior high school
students enrolled at Hagonoy National High School for the school year 2023-2024 who
fall into the inclusion criteria that were set for this purpose. Furthermore, this study was
done through a survey questionnaire and exercised the anonymity and confidentiality of
the respondents.

Significance of the study

This study was conducted to determine the significant relationship between the
levels of service quality and student satisfaction in the school canteen of Hagonoy
National High School. The study results may be beneficial to the following:

Department of Education. The findings of this study will provide the Department of
Education with information about canteen service quality and student satisfaction, which
will inspire them to create initiatives to produce alternative solutions for all Philippine
educational institutions.
 School Administrators. The results may provide information as basis for policy
formulation and improvement of canteen services provided to the students of Hagonoy
National High School. This may help school principals to provide assistance in the
provision of canteen facilities to be included in the school improvement plan.

Canteen Managers. This may provide the necessary data for the canteen managers to
identify their priority areas of improving the canteen services to better serve its
customers, the students.

Teachers. This may encourage teachers to give feedback to the administration and
school canteen managers for improvement of services like affordable prices, nutritional
foods, facilities, maintaining cleanliness, and sanitation.

Students. This study would be beneficial to students for them to understand the
realities about the canteen operations and the basic services that are expected to be
provided by the school.

Future Researchers. This may serve as basis for those research enthusiasts to
conduct further inquiry regarding canteen service quality and student satisfaction.

Definition of term

Canteen Service Quality- This refers to the basic services provided by the school
canteen of HNHS as perceived by the Grade 7 to 12 students. As defined by Lewis and
Blooms (1983) that service quality is a measure of how well the service level delivered
matches customers‘expectations.

Student Satisfaction- This refers to the degree of satisfaction perceived by the students
based on the provided services of the school canteen of HNHS. In this study, the
student satisfaction means customer satisfaction because students are considered
customers of school canteen.
 CHAPTER II

REVIEW OF RELATED LITERATURE

Canteen Service Quality The concept of quality is difficult to define because quality
means different things to different people. The way one customer will experience a
product or service is not the same way another will experience it. Quality can be
categorized in terms of various perspectives like judgment, product, user, value or
manufacturing perspective Evans, J. R. (2011). With the judgment perspective, the
quality of a product cannot be defined but one can recognize it one he sees it. The user
perspective is about how the needs of a customer are met. Kasper, Helsdingen, and
Gabbott (2006) view there are five service characteristics that determine how service
quality is achieved. The first is the inability to own the service the way one would own a
product. Quality assessment can only be made after the service has been purchased.
The second characteristic is the intangibility of services that make it impossible to
assess what is being offered and the quality of what has been delivered. The third
characteristic of service delivery is the inseparability of the service from the people
involved in its production and consumption. The customer is a participant in the process
and therefore this has an effect on the output received. If the customer is not
cooperative lower quality may be achieved. The fourth characteristic of services is
heterogeneity or variance of the service from time to time. This means that sometimes
the service is good while at other times it may be poor. Perishability is the fifth
characteristic of the service delivery that affects service quality. If it is not managed well,
it may mean long waiting lines or no people in the queue at all which the customer
interprets as low quality.

In addition, a service is an activity which has some element of intangibility associated

with it which involves some interaction with customers or with property in their
possession and does not result in a transfer of ownership. A change in condition may
occur and production of the service may or may not be closely associated with a
physical product. In simple terms services are deeds, processes, and performances. In
the study of Jun, Yang, and Kim (2004), they identified the key underlying dimensions of
online retailing service quality as perceived by online customers. The findings showed
that the access dimension had a significant effect on overall service quality, but not on
satisfaction. It was concluded that a significantly positive relationship between overall
service quality and satisfaction. Furthermore, Tsiotsou (2005) investigated the effect of
various perceived quality levels on product involvement, overall satisfaction, and
purchase intentions. The findings of the study are perceived perceptions of product
quality were significantly related to all the variables under investigation. Finally
concluded perceived quality explained more of the variance in overall satisfaction than
in product involvement and purchase intentions. Another study conducted by Kyoon yoo
and Ah Park (2007) about determining the relationships among employees perceived
service quality, customers and financial performance. The findings of the study revealed
that employee training has an influence on perceived service quality. They concluded
that management may keep the consistency and reliability of perceived service quality
by increasing the capability of employee through training and shared understanding.

Tangibility

This determinant is related to the appeal of facilities, equipment and material used by
a service firm as well as to the appearance of service employees. Besides, representing
the service physically tangibles are the appearance of physical facilities, equipment ‘s,
personnel, and communication materials. Tangibles provide physical representations or
image of the service that customers, particularly new customers, will use to evaluate
quality Grönroos, C. (2005).

Assurance

This means that staffs ‘behavior will give customers confidence in the school
canteen and that the canteen makes customers feel safe. It also means that the
employees are always courteous and have the necessary knowledge to respond to
customers ‘questions. This is especially critical where trust and confidence in the
service provider are crucial. The assurance perceived by customers is an important
dimension of service quality in any industry but even more so in the health care industry
where customers associate quality with perceptions of human factors. On the other
hand, Dehbidi, Salimifard, & Abdollahzadeh (2014) investigated an innovative study that
focuses on the quality of dimensions which is more attracted by customers. The
obtained results from this research showed that courtesy and politeness dimension
existed among staff and customers had the highest score which indicates the
importance of this dimension from the staff and customers‘viewpoint. The lowest score
belonged to tangible requirements that both groups of participants had the same
opinion.
Reliability

This means that the service firm provides its customers with accurate service the
first time without making any mistakes and delivers what it has promised to do by the
time that has been agreed upon [2005]. Likewise, it is defined as be fundamentally
concerned with issues of consistency of measures [2003]. Moreover, it is the ability to
deliver expected standard at all times, how the organization handle customer services
problem, performing right services for the first time, providing services within promised
time and maintaining error free record. Reliability consists of accurate order of
fulfillment, accurate record, accurate quote, accurate billing, and accurate calculation of
commissions which keep the service promising to the customer [2004]. Additionally, it is
also defined as the ability to perform the promised service dependably and accurately.
―In its broadest sense, reliability means that the company delivers on its promises—
promises about delivery, service provision, problem resolution, and pricing". Customers
need to do business with companies that keep their promises. Of the five dimensions,
reliability has been consistently shown to be the most important determinant of
perception of service quality gap [2006].

Responsiveness

This means that the employees of a service firm are willing to help customers and
respond to their requests a l as to in-form customers when service will be provided, and
then give prompt service [2005]. Besides, it refers to the willingness to help customers
and provide prompt service‖. This dimension is concerned with dealing with the
customer ‘s requests, questions and complaints promptly and attentively. A firm is
known to be responsive when it communicates to its customers how long it would take
to get answers or have their problems dealt with. To be successful, companies need to
look at responsiveness from the view point of the customer rather than the company’s
perspective [2006].

Empathy

This means that the school or firm understands customers ‘problems and performs in
their best interests as well as giving customers individual personal attention and having
convenient operating hour Grönroos, C. (2015).Also, it means carrying individual
attention to customers including the features of sensitivity, approachability and
understanding customers‘ needs. The aspects of empathy, which could bring about
higher levels of customer satisfaction, are providing personalized care and concern, the
ability to anticipate a customer‘s need and make him or her feel special
[2008].Furthermore, treating customers as individuals‘ individualized attention that the
firm provides its customers, the essence of empathy is conveying, through personalized
or customized service, that customers are unique and special and that their needs are
understood. Customers want to feel understood by and important to firms that provide
service to them.

Student satisfaction

Elliott & Shin (2002) defined student satisfaction as the favorability of a student ‘s
subjective evaluation of the various outcomes and experiences associated with
education‖. While most student satisfaction study focus on the perspective of customer,
researchers is facing a problem of creating a standard definition for student satisfaction
thus providing a need of customer satisfaction theory to be selected and modified so
that it can explain the meaning of student satisfaction. Even though it is risky to view
students as customer, but given the current atmosphere of higher education
marketplace, there is a new moral prerogative that student have become customer‖
and therefore can, as fee payers, reasonably demand that their views be heard and
acted upon Van Ossel, G., Stremersch, S., & Gemmel, P. (2003).

Elliott & Healy (2001) define student satisfaction as short-term attitude resulting from
an evaluation of a student‘s educational experience. There is not much difference
between the two terms because the student is just another kind of customer who is a
consumer of the education service and therefore most of the literature on service
marketing will apply. Customer satisfaction, as noted by Jashireh, Slambolchi, and
Mobarakabadi (2016), is a customer's perspective based on expectation and then
subsequent post purchase experience‖. In other words, it is an evaluation of products or
services quality level that meets or exceeds the customer expectations. Satisfaction as
a term means the feeling an individual gets when his or hers wishes, expectations or
needs are fulfilled, and the pleasant feeling that follows from it. As satisfaction is a
feeling, it resides in the user ‘s mind and differs from other observable behaviors, such
as complaining, product choice and repurchasing.

Satisfaction and dissatisfaction are two ends of a continuum, where the location is
defined by a comparison between expectations and outcome. Customers would be
satisfied if the outcome of the service meets expectations. When the service quality
exceeds the expectations, the service provider has won a delighted customer.
Dissatisfaction will occur when the perceived overall service quality does not meet
expectations. Mauri and Minazzi (2013) highlighted that customer satisfaction is the
result of comparison between customer ‘s expectations and customer perceptions. In
other words, customer satisfaction is seen as the deference between excepted quality
of service and customers ‘experience or perceptions after receiving the service. If the
atmosphere of the restaurant does not comfort the customers and they do not return for
another dining experience, the staff has not created a service that satisfies the
emotional, psychological, and cognitive needs of the customers.

In line with this, Xu, Goedegebuure, and Van der Heijden (2007) also states that the
increasing demand of restaurants have led restaurant owners to believe that the
environment and ambiance of their restaurant have to be compelling enough in order to
retain customers for more visits.Price is a value or reward provided in exchange for
need satisfaction to the organization. Price and perceived consumer want should be
compatible. It is not easy to decide pricing for a product or service because the core
values of the available goods are used to evaluate price which is crucial for consumer
satisfaction because the price is the most prominent factor to help customer estimate
the good or service value. Price also determines, for a customer, to decide on a
purchase or not. The role of price in a quality is not very clear. Normally, however, the
price of a service can be viewed in relation to the quality expectations of customers or to
their previously perceived service quality. If the price of a service is considered too high,
customers will not buy. Price also has an impact on expectations. But in some
situations, price seems to be a quality criterion. A higher price level may equal a better
quality in the minds of customers, especially when the service is highly intangible. In
many cases professional services are examples of such services (2005). Ambiance of
cafeteria plays a big part in customer satisfaction. This element is about comfortable
seating arrangement that leave enough space for customer to move, or high-quality
design of the space and building, and also the suitable music (2008). Besides that, the
packaging of food, size and design of plate as well as lighting of the cafeteria will
directly affect the individual ‘s perception (2008). Purdue University conducted research
and they found out its recent Fred and Mary Ford cafeteria, which provided customer
with a modern café ambience and variety of food attracted more students to patronize
their dining court. Place with nice ambience which decorated with high-end furniture and
good choice of colors is the main factor that will build customer loyalty and getting
students to come back time and time again to the dining place Field, A (2013).
 According to Kursunluoglu (2011), customer services are intangible or tangible value
increasing activities which are related with products or services indirectly or directly to
meet customer expectations and then to provide customer satisfaction and loyalty.
Research shows that 68% of all customers do not return for repeat business because of
an attitude of indifference on behalf of the employee serving them. Retailers must
provide excellent customer services to customer for enable to meet customers
‘expectation. It has been shown by empirical studies that the key difference between
customer satisfaction and service quality is that satisfaction reflects customers
‘experiences with that service while quality relates to managerial delivery of the service.
The level of a service quality can be determined based on the amount that paid for the
service. According to Klassen et al. (2005) purchase decision that made by students will
consider about the price. The good value of price, portion size, reasonable price and
overall value of dinning is categorized into price. When perceived price is low, the
perceived satisfied will be low. Food quality is a quality characteristic of food and then
consumers can be acceptable McWilliams, M. (2000. Food quality is very close and the
impact of customer satisfaction that can be measured cafeteria service level by
students' satisfaction. The food quality has two factors includes external factors and
internal factors. External factor is major appearance, size or color, texture and flavor
and internal factors will major focus to nutrition, chemical and physical. That the factors
are most important to influence consumer select the food and evaluate food quality. The
degree of satisfying university cafeteria depends mostly on the quality of meals,
diversity of food, food hygiene and environment. Overall quality of the food, taste of
food, freshness of the food and eye appeal of the food are classified for food quality
dimension Ng, Y. N. (2005).

Insights Gained
Canteen service quality is moderately satisfactory and student satisfaction is
moderate among JHS and SHS students. There is a strong positive correlation between
canteen service quality and student satisfaction, particularly in the domains of tangibility,
reliability, responsiveness, and empathy. Improving these aspects of canteen service
quality is recommended to enhance student satisfaction. Additionally, research has
shown that a school's social atmosphere and opportunities for student participation in
school life beyond the classroom contribute to student satisfaction and completion of
school education. However, there are challenges in ensuring nutritional well-being in
school canteens, such as the absence of food policies/guidelines, unhygienic
conditions, and a high availability of unhealthy foods. The support and resources
provided by the school system play a crucial role in offering a sustainable healthy
school canteen menu.

CHAPTER III
 METHODOLOGY

Presented in this chapter were the definitions of research methods which used to
conduct the study. Reasons and explanations for the research design, population and
sample, research instruments, and data analysis tools used were given.
Research Design
A correlational method was use in this study. According to Catena (2002),
descriptive correlational method is used to determine the relationship between two or
more variables and to ascertain their relationship. Besides, Rybarova, D. (2006)
emphasized that this method was used since the study provides a description of a
individuals and aimed to explain the nature of the data. This study is descriptive in
nature since it assessed the levels of canteen service quality and student satisfaction at
HNHS canteen. This is correlational since it determined whether canteen service quality
influences student satisfaction.

Research locale

This study will be to conducted in Hagonoy National High School (HNHS) situated at
the heart of Barangay Guihing Hagonoy, Davao Del Sur. Its official mantra is
―Excellence is a Virtue which the school ‘s guiding principles in shaping the minds of
the students, parents, teachers, and stakeholders. It has been 57th years in the
existence of providing quality basic education in the locality. It offers complete Junior
High School (JHS) and Senior High School (SHS) Programs. It is categorized as a large
school since the total student population is approximately 2,526 students with JHS and
SHS competent teachers from different fields of expertise. HNHS has two school-
managed canteens that serve its entire population.
 Figure 2. Map of Hagonoy National High School

Sample and sampling technique

Primary data was gathered using survey questionnaires that were distributed to
Grade 7 to 12 Junior and Senior High School students in Hagonoy National High School
for the school year 2023-2024. The selection of the participants was determined through
stratified random sampling.
Research instrument
A questionnaire was used to collect data for this paper, as it is a quantitative study.
Questionnaires are one of the most commonly used data collection techniques because
they are an efficient way of gathering data or responses from a large sample prior to
quantitative analysis (Saunders et al., 2012). The researchers adopted two (2)
questionnaires from NORMAN RAOTRAOT GALABO: Canteen Service Quality and
Student Satisfaction. The researchers were advised to have the questionnaires checked
by the panelists. Thus, the adopted questionnaire has gone through the process of
being checked by the research adviser and the members of the panel to ensure that it
will fit the given circumstances needed for the researchers to conduct the study. After
letting the panelists check the questionnaire, it was concluded that it was ready for
distribution.

Data Gathering Procedure

The data for this study was gather using Likert scale. Permission to conduct the study
was addressed to the principal. Further, the class adviser for each section was asked
for permission, respectively. The survey questionnaires were given to the corresponding
43 respondents. The respondents answered two survey questionnaires: (1) Canteen
service quality and (2) Student Satisfaction The researchers observed utmost
confidentiality and respected the respondents’ privacy.

Gathering of Instruments
(Survey Questionnaire)
 Selection of Respondents
Senior and Junior High School
students were the respondents.

Letters:
Permission letters were addressed
to the principal and each class
adviser respectively.

Conduct of the Study:

Data Gathering

Data Analysis:
Data was analyzed using mean,
standard deviation, Pearson r. and
Regression Analysis

Figure 3. Procedural Framework

Statistical Treatment of the Data

The statistical tools used for data analysis and interpretation were the following:

Mean. This will use to determine the level of canteen service quality and student
satisfaction of Grade 7 to 12 students of Hagonoy national high school.
Standard Deviation. This will use to determine how spread the data is from the mean
score. A low standard deviation indicates that the students’ responses are concentrated
around the mean.
Pearson r. This statistical tool was used in determining the significant relationship
between the canteen service quality and student satisfaction among the Grade 7 to 12
students of Hagonoy national high school.
 Regression Analysis. This was used to determine the significant influence of the
domains of canteen service quality (tangibility, assurance, reliability, responsiveness,
and empathy) on the student satisfaction of Grade 7 to 12 students of Hagonoy national
high school.