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Keywords: School canteen, Customer satisfaction, Food quality, Service efficiency, Menu variety, Affordability, Operational improvements
Introduction
Introduction
School canteens play a crucial role in education by providing nourishment, fostering social interaction, and promoting healthy eating habits. According to Gumasing and Espejo (2020), frequent canteen patrons significantly influence their nutrition and overall consumption, making food quality essential for learning and retention. DepEd Order No. 8 s. 2007 outlines regulatory standards to balance compliance with student needs, highlighting the complexity of canteen management. Research by De Classica a Fabre and Pacpaco (2020) underscores that students' food choices shape their dietary habits. As awareness grows on nutrition’s impact on academic success, schools are shifting toward healthier, locally sourced food options. Sustainable canteen operations also align with global environmental concerns, promoting responsible citizenship. This study explored key questions on the canteen’s role in nutrition, customer satisfaction, and operational efficiency. Perri et al. (2019) emphasized satisfaction analysis as a tool for improving service. However, challenges persist, including budget constraints limiting access to fresh food, balancing menu variety with nutrition, and ensuring hygiene compliance. The study developed an action plan to enhance canteen operations, addressing budget issues, waste management, and service quality. Ultimately, improvements benefit both student health and overall customer satisfaction.
The conceptual framework for this research follows the input-process-output model. In this case, inputs include factors such as food quality, service efficiency, menu variety, dining environment, in addition to feedback from students, teachers, and staff. Processes involve the gathering and analysis of the data based on these inputs through a questionnaire to understand what they mean to customer satisfaction. The outputs that are expected at the end of the study are satisfaction levels, strong and improvement areas, and recommendations to increase the performance and customer experience of the canteen.
This research sought to evaluate consumer perceptions of school canteen operations and their impact on customer satisfaction, serving as a basis for a development plan. The study benefits various stakeholders by enhancing the overall dining experience. For students, it provides access to healthier food choices while promoting environmental awareness and shared mealtime experiences. The administrators, staff, and canteen managers will use these results to inform choices and construct solutions to tackle issues and offer both greater efficiency and satisfaction among the students and teachers. Educators will also learn about the problems facing the canteen so as to support their efforts in helping students develop critical thinking, along with an awareness of sustainability, cultural diversity, and nutrition. In addition, the changes made to the canteen benefit the larger school community by promoting environmental and cultural awareness and enhancing relationships with local suppliers, which benefits the local economy. Finally, future researchers may find this study useful as a benchmark for assessing the effectiveness of efforts to improve canteen operations and the overall dining experience in schools.
Statement of the Problem
Statement of the Problem
The operation of the school canteen encompasses several factors that played a very important role in customer satisfaction. The nature of these variables and how they influenced student and teacher satisfaction needed to be understood to enable the improvement of the performance of the canteen in terms of better serving its users. These questions identified some key areas to guide improvement and, from data analysis, provided the necessary recommendations for improving the services of the canteen. In this regard, the following questions guided the study:
1. What is the demographic profile of the respondents in terms of:
1.1 role (student or teacher); and
1.2 grade level (grades 7 to 12)
2. How may the canteen be perceived by the respondents in terms of:
2.1 food quality;
2.2 service;
2.3 menu; and
2.4 dining experience?
3. How do respondents assess the impact of canteen operations on their satisfaction in terms of:
3.1. The quality of the food;
3.2. The efficiency of the service;
3.3. The variety of the menu;
3.4 The environment; and
3.5 The serving size of the food?
4. How may the school canteen assess the challenges associated with the canteen in terms of;
4.1 operation?
5. What challenges do respondents encounter in the canteen's operations?
6. What are the proposed solutions?
Methods
Methods
Research Design
This study utilized a survey research design to assess customer satisfaction with the school canteen at Siena College of San Jose, Inc. Visser et al. (2000) defined survey research as the collection of data from a sample population through questionnaires. This method was ideal for gathering quantitative data on food quality, service efficiency, menu variety, and the overall dining experience. According to Jones et al. (2013), surveys allowed for large sample sizes, greater statistical power, and the use of validated models. Structured questionnaires, including closed and Likert-scale questions, ensured an accurate reflection of respondents’ perceptions. Coughlan et al. (2009) highlighted that sample surveys were cost-effective and efficient compared to full population studies. By analyzing attitudes, behaviors, and experiences, the study identified patterns and trends that informed decisions and future research.
Research Locale
This research included subjects from grades 7-12 students and teachers of Siena College of San Jose, Inc. The total respondents used in this study is 180, wherein there is be 166 respondents coming from the student sector and another 14 coming from the teachers. The participants are representative of the wide range of students from different grades and also represent teachers who are regular users of the canteen.
Data Analysis
To achieve the desired outcome from the survey, a One-Way ANOVA was used to analyze the collected data. The researchers utilized statistical software such as R or Excel to perform the analysis. If the p-value was less than the chosen significance level (e.g., 0.05), the null hypothesis was rejected, indicating a significant difference among population means. The ANOVA output provided crucial insights into variations in customer satisfaction levels across different aspects of school canteen operations at Siena College of San Jose, Inc. By interpreting these results, the study identified key factors affecting the dining experience and highlighted areas for improvement in canteen services.
The collected data were analyzed by several statistical procedures to derive meaningful insights. Mean and frequency distributions were used in analyzing the responses of the participants. The following scale was used to interpret the study on "Assessment of School Canteen Operations and Its Impact on Student and Teacher Satisfaction":
Weighted Mean Interpretation
1 Strongly Disagree 1.00-1.80
2 Disagree 1.81- 2.60
3 Neutral 2.61-3.40
4 Agree 3.41- 4.20
5 Strongly Agree 4.21-5.00
Results and Discussion
Results and Discussion
Figure 1: The Demographic Profile of the Respondents
In the survey that was conducted by the researchers. There were 180 respondents in a percentage of 92.2% or 166 that are students of Siena College of San Jose. On the other hand there are 14 out of 180 respondents are teachers. That is in the percentage of 7.8% of the respondents.
Table 1: The canteen as perceived by the respondents in terms of food quality
Overall satisfaction with canteen food quality, including safety, portion sizes, and flavor, is shown by the average weighted mean of 4.07. But "healthy and nutritious options" received a lower ranking, indicating that they need to be improved. School menus should adhere to appropriate nutrition guidelines while guaranteeing food quality and safety, as stressed by Rocha et al. (2013).
Table 2: The canteen as perceived by the respondents in terms of service
There is general agreement regarding the canteen's service quality, according to the study's overall weighted mean of 4.07. While service speed received the lowest grade (4.02), indicating potential for improvement, order accuracy received the best rating (4.13). In spite of this, respondents thought the service was satisfactory and the staff was kind and quick to answer. According to Ji and Ko (2023), upholding service standards requires bolstering canteen monitoring through spot checks on the environment, staff hygiene, and catering quality.
Table 3: The canteen as perceived by the respondents in terms of menu
The food was rated favorably (4.09), and the availability of dietary options (4.15) was one of its strong points. Though they are available, healthful meals received a somewhat lower quality rating (4.01). This implies that although there is diversity in the canteen, there is potential to improve the representation of healthy options. Enhancing the nutrition of the canteen can have a beneficial effect on students' diets overall, as Sakai et al. (2022) point out.
Table 4: The canteen as perceived by the respondents in terms of dining experience
With an average weighted mean of 3.74, the respondents gave their eating experience a positive rating. There is room for growth since the seating comfort received a lesser rating (3.45), while the ambiance received the best rating (3.95). To improve the whole dining experience, attention must also be paid to temperature regulation and noise level.
Table 5: The impact of canteen operations on the customers’ satisfaction in terms of the quality of the food
Overall satisfaction was indicated by the weighted average score of 3.81 for the food quality evaluation. Meal nutrition was given the best grade (3.92), but portion sizes were given the lowest rating (3.57), indicating that there is room for improvement. Positive ratings were given to taste, presentation, and freshness; however, increasing portion sizes could make the dining experience even better
Table 6: The impact of canteen operations on the customers’ satisfaction in terms of the efficiency of the service
With a weighted mean of 3.84, the survey concluded that the canteen's service efficiency is typically excellent. The billing process got the lowest (3.73), suggesting that it needs to be improved, while the staff attitude received the best rating (3.91) for being friendly and helpful. Speed, cleanliness, and attentiveness received high marks. Service quality increases consumer value, as suggested by Norouzi et al. (2013), and in the food service industry, perceived value is greatly influenced by food quality.
Table 7: The impact of canteen operations on the customers’ satisfaction in terms of the variety of the menu
Through an average weighted mean of 3.95, the survey discovered that the canteen's menu diversity is well-received. The quality of the components and the availability of healthy options received the highest ratings (3.98). Options for unique dietary requirements, however, received the lowest grade (3.88), suggesting that they need to be improved. Although students are generally happy, service can be further improved by making the menu more inclusive. According to Worsley et al. (2014), schools ought to strike a balance between encouraging students to eat healthily and accommodating their preferences.
Table 8: The challenges associated with the canteen in terms of operation
Researchers found an average weighted mean of 3.85 for the canteen's operations, indicating general satisfaction. While communication regarding menu changes received the lowest rating (3.64), indicating a need for improvement, the highest-rated features were cleanliness and timely customer service (3.91). Although it requires improved seating and communication, the canteen runs smoothly overall. As mentioned by Ronto et al. (2017), financial difficulties might affect the quality of the food and menu options, particularly when competing with other vendors.
Table 9: The challenges associated with the canteen in terms of customer satisfaction
Researchers found an average weighted mean of 3.91 for customer satisfaction, indicating general approval. Staff friendliness received the highest rating (3.96), underscoring its significance. Consistency and accessibility of service were highly recognized by customers. Overall service quality received the lowest rating (3.88), indicating that it has to be improved further. According to Brown and Taylor (2021), happy consumers spread the word about their excellent experiences, which increases sales and fosters enduring loyalty.
Table 10: The challenges the respondents encounter in terms of the canteen’s operations.
The most frequent issues raised by consumers are excessive prices, lengthier wait periods and fewer meal options. Overpricing is a serious problem because the meals are excessively expensive for the value that they provide, according to the patrons. Less customers frequently expressed dissatisfaction with the food offerings, seeking greater diversity and nutritional choices. Long wait times were another source of grievances since orders from clients were not delivered on time. A solution to these issues would probably increase client pleasure and facilitate the canteen's efficient operation.
Table 11: The solutions proposed by the respondents.
The most significant ideas put forth to enhance the canteen are Increasing menu options and modifying prices to make them more affordable, as these directly respond to consumer concerns on variety and value. Expanding the number of seats and providing a variety of payment methods were also seen as crucial aspects of enhancement. Additionally, it is necessary to build an effective service system. and the availability of more nutritious food options is necessary to enhance eating.
Conclusion
The findings indicated that 92.2% were students and 7.8% were teachers. As such, most of the insights are student-centric. The food was fine overall, with adequate service and dining experiences in the school canteen; however, there remained problems, for example, overcharging, undercooked meals, few alternative meal options, and lack of seats. Although the canteen is a convenient place to dine, these operational challenges outweigh its benefits, especially in terms of affordability and menu variety. Proposed solutions include price adjustments, new menu offerings, and expanded seating to enhance overall satisfaction. Improving canteen operations will better address the needs of students and teachers, creating a more enjoyable dining experience.
Recommendation
The researchers found that food quality significantly impacts satisfaction, with some respondents dissatisfied with freshness and flavor. It’s recommended that the canteen adopt strict quality standards and use fresh ingredients. Service efficiency was positive, with no delays during peak hours. To improve the customer experience, the canteen should develop a better management system and train staff. Respondents suggested a more varied menu to accommodate different tastes and dietary needs. A rotating menu with healthy, affordable, and diverse options is advised. The dining environment, including seating and cleanliness, affects the overall experience. Improvements like better ventilation and stricter cleaning are recommended. Operational challenges like long wait times and item shortages were noted. Streamlining inventory management and ensuring enough stock of popular items would help resolve these issues.
Ethical Consideration
To ensure that the privacy from all participants' responses is guarded, the researchers have put strict measures during, after, and before the study to ensure findings remain undisclosed and the identity of the respondents is in no way unveiled. The information obtained were treated with high levels of confidence by the researchers, and the identity and personal information of the respondents shall not be disclosed at any stage of the research. A confidentiality agreement prepared for the respondents is attached to add more assurance to the fact. Every participant signed the agreement to confirm that they are informed of how the data shall be used and what measures are put into place to ensure privacy.
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