LEVEL OF STUDENTS 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 STUDENTS 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
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 theres
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
2
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;



3
2. What is the level of respondents 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. Todays 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
4
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 Students 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.



5
Scope and Delimitation of the Study
This research attempt to determine the students 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.
-is an extremely important part of maintaining ongoing client relationships that
are key to continuing revenue.
6
7
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.
Students 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 studys variables have been tackled.

Related Literature

The study is concerned with the Level of Students 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.
Ones 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).

9
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 its 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 agencys recommendation.

10
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).
11
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,
12
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
13
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
14
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 Students 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.

15





















Figure1. Paradigm of the Study

Demographic Profile of the students
College Course
Religion
Gender
Year level
Allowance

Level of students satisfaction
Ambiance
Cleanliness
Taste of Food
Amout of Serving
Variety of Food
Price
Nutritional Value
Views of the Students in
TSU Cafeteria
Actions can be proposed to
improve
Students Satisfaction
16
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.

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.




18

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





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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.





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.


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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%

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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
Bachelors 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
23
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.




24
Level of Students Satisfaction
Satisfaction is a term frequently used in marketing. It is a measure of how
services supplied by the canteen meet or surpass students 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 students
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,
25
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
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respondents ranging in 19 of the nutritional value of food serving of students
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.





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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%
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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.














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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 students 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
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.



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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.
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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.
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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.


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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.

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