CAFETERIA SERVICES OF BISU- BILAR: MANAGEMENT AND SATISFACTION

Rationale

Food is a substance that is eaten, drunk, or else taken

into the body to sustain life, furnish energy and promote

growth. Providing food in universities and colleges is

absolutely important. While teachers feed their students’ minds,

schools also need to feed their students’ bellies. The cafeteria

and food services play a vital role in the retention of

students. It does not exist solely to feed employees or

students; rather it is an integral part of a retention strategy

for community college students (Dr. Kevin Trutna).

For any universities and colleges around the world, the

functions and responsibilities of a school cafeteria is to

provide nutritious food for the students, faculty, employees and

guests and to provide clean and safe facilities in the delivery

of food services. As a policy, the food service shall cater to

the nutritional needs of the students, faculty, employees,

administrators and guests. The service should provide clean,

safe and quality food at a reasonable price to the clientele

(B.O.T. Resolution No. 08 series of 2011).

The Bohol Island State University- Bilar school cafeteria

is proud to contribute to the educational process by providing

meals to its students daily. The cafeteria has been in operation

since 1976.Since then, it has undergone under different

management and personnel. At present, the operation is taken

over by a campus organization; the BISU-Bilar Multipurpose

Cooperative, Inc. Meals are prepared by hired kitchen staff.

The cafeteria serves many purposes beyond simply providing

breakfast, lunches and snacks for students and staff. It

provides catering services for simple occasions on the campus.

It adopts self service where in the customers choose their food

and served from the counter and pay before eating. Aside from

providing meals to its clients, the cafeteria sometimes also

serves as a place to socialize, meet friends, exchange ideas

and knowledge or simply just to chill out.

This survey evaluates the satisfaction level of the

clients of the latter’s cafeteria with regards to its service

delivery and its management. As one of its clients, it has been

observed that sanitation is much wanting in kitchen activities

and others. The food service personnel even lack a system to

alert the consumers about the menus of the week, and the same

frequently plans a boring repeated menus. It has been observed

too that the food service personnel apparently lack some

education and training in basic food services.

 More importantly, this study will assess the Bohol Island

State University cafeteria if it conforms to the school policy

and works the functions and responsibilities of the university

which serves as its goals as stipulated in the Student services

Manual. Moreover, it aimed to find out if the cafeteria met the

implementing guidelines of the university as what the manual

required.
Literature Background

Schools and college universities are places where knowledge

is shared and disseminated between students and teachers. It

must not be forgotten that food is also vital for the students’

think tank. Food is anything solid or liquid which when taken

into the body, promotes growth, provides heat and energy and

regulates body processes (Tull, 1996).

According to Drummond & Brefere, (2001) food does not only

give energy but also helps the brain by giving it fuel that

enhances intelligence. So, students must be provided with

nutritious food to consume daily in schools in order to make

their brains alert and enables to concentrate better in their

studies. And by this, we can expect positive outputs such as an

outstanding performance in their studies and healthy physical

well-being. Therefore, providing nutritious foods in

universities is extremely important.

With this scenario, food service operations like school

cafeterias were found to be operated in different university

campuses to facilitate the provisions of foods to the students

and employees.

Kim, Ng & N`g (2008) noted that in this modern era, most of

the university food service operations are normally outsourced,

whereby independent food operators or food companies are being

given a certain number of years of contract to run the business

in the campus. For instance, the Jj’s Dimsum and Restaurant in

Tagbilaran was given the chance to managed the school canteen at

Bohol Wisdom School which is contracted within 3 years. Or even

in Bohol Island State Univeristy-Bilar, it is being managed by a

school organization called BISU-BILAR Multi-purpose Cooperative,

Inc. from 2012 until now.

This study will be based in the Students Services Manual

with B.O.T. Resolution No.08 series of 2011 on March 29, 2011

stating the policy as well as the functions and responsibilities

of the school cafeteria to the clientele of the University. As

the policy, the food service shall cater to the nutritional

needs of the students, faculty, employees, and administrators.

The service provides clean, safe and quality food at a

reasonable price to the clientele.

Historically, the American teachers who first introduced

the concept of cafeteria put up cafeterias to demonstrate the

value of proper diet to the students. The cafeteria was a

laboratory of the home economics courses which also served meals

to both students and to the faculty.

Foodservice treated as one word, refers to the art and

science of planning, preparing, cooking and serving quality

meals in quantities for greater than the usual family

consumption (Perdigon, 2009). He added that the goal of any food

service in the Philippines or in any parts of the world is the

service quality meals to a satisfied clientele at the reasonable

cost. Quality includes the aesthetic, economic, nutritional and

safety aspects of the food.

The objective of any foods service operations maybe profit

or non-profit oriented. Those whose primary aim is to gain

profit are the commercial restaurants, hotel dining rooms, fast

food centers, coffee shops, carenderias, and other food service

establishment. On the other hand, those operating with non-

profit objectives are the industrial, educational & healthcare

institutions. In terms to the type of service offered, food

service may be categorized into two classes: with service

(waiter service) and self service (Perdigon,2009).

Students of higher learning institutions at the present

days are really concerned and becoming more selective about the

food that they consume. Klasses, Trybus & Kumar (2005) posted

that providing appropriate food services in a campus setting is

increasingly vital because student have less time to go off-

campus. Due to this reason, Ng (2001) asserted that nowadays

university food service is expanding by adapting new concepts

and moving towards the commercial food service trend. They are
suffering more food options and extending their operation hours

just to capture the student market.

According to Walker (2006), that college and

university food service operations are complex and diverse. He

further noted that handling the on-campus dining food service is

very challenging because the clientele live on campus and eat

most of their meals at the campus dining facility. If the

operators are not creative, the students may quickly become

bored with the menu offerings which lack of variety and

surroundings of the cafeteria.

In whatever type of premise the operators or the school

cafeteria has, they have to comply with the set of rules and

guidelines laid by the University authorities. The BISU-Bilar

cafeteria is under the student services program. As stipulated

in the student services manual that the cafeteria must cater to

the nutritional needs of the students, faculty, employees,

administrators and guests by providing them clean, safe and

quality foods at a reasonable price .

Whether the food service is of commercial, educational,

industrial or school type, the basic principles of management

remains the same. Any food service (Perdigon, 2009) organization

has its objective; the attainment of which uses the greatest

efficiency, maximum economy, minimum effort and the development

of personnel in the organization.

Commentators unanimously agree that service delivery on

every food service that price delivery attributes consist of :

food and beverage offered(taste, variety , and quality of food),

services rendered ( efficient and fast service from the

employees), operating environment elements( concepts, lay out,

and conducive dining environment, hygiene and cleanliness as

well as entertainment) and also the human elements ( friends

influences and word of mouth) as the elements that give an

impact when customers assess dining experiences ( Iglesias &

Guillen, 2004)

As discussed by Laconi (2009) he stressed that good food is

safe food. He added that the food service managers primary

responsibility is to make certain that all employees are serving

safe food to the public.

According to the study of New Hampshire Department of

health (2004), sanitation and hygiene are important parts of the

food service operation. One of the objectives of the food

service is to provide food that is safe for human consumption.

High standards of sanitation and hygiene should be instituted in

all food service establishments to safe guard the health of the

clients and personnel by providing a clean and safe facility

that is also aesthetically pleasing.

According to de Leon as cited by Lecias (2003) when food is

presented to the consumers, the first attributes evaluated is

the appearance. Appearance is determined by color, shape and

size and the general arrangement of the food. Food service like

canteens must possess a great concern on the purchasing and

receiving, storage, issuing and inventory, food production,

dining service, health sanitation and its food safety and

management.

Food is the basic need of man. According to Maslow’s

hierarchy of needs, basic needs of man to survive like food ,

water, shelter, clothing must be satisfied before a person is

motivated to pursue a higher level of needs. The Theory of

Motivation of Abraham Maslow, emphasized the hierarchy of needs,

one of those is the physiological needs that are requirements

for human survival. If these needs are not met, the human body

simply cannot continue to function. It also stresses that with

human physical needs relatively satisfied, the individual safety

needs take precedence and dominates behavior. One of the safety

needs illustrated on the hierarchy of needs is the health and

well being. Good health can be attained by practicing food

safety during the preparation of foods as this study is trying

to determine.
 Therefore, in every School cafeteria like Bohol Island

state University-Bilar has, food safety is one of the most

important issues to consider.

Providing nutritious food to its clients is one of the

issues of the BISU-Bilar cafeteria that needs to be assessed.

Nutrition is the study of food and how food intake affects the

body .According to Perdigon, (2009) food does not only alleviate

hunger and nourish the body but also satisfies the human senses.

He added that the human body of the customer is nourished by the

nutrients that are present in the food that he/she eats. Good

nutrition is not just a matter of selecting the ‘right” foods to

eat. It is also important to prepare these foods in ways that

will maintain their nutritional benefits ( Fudolin,2012).

Healthy food gives us the power and energy to fight against

diseases. Healthy eating habits and getting the most nutrition

out of the meals is the secret of staying healthy. Nutritive

value is a degree to which food is valuable in promoting health.

Nutrients in food are much important; for this reason, people

eat food to immunize the body system in order to fight diseases

and bad bacteria to maintain good health. Food by nature has

different nutrients that vary in quantity that answers the only

needs of the body without excess. The body will utilize only the

amount it needs and this value can be affected by handling and

storage, and processing. With this, proper preparation is

important in order not to lose the essential nutrients which are

needed by the body and to attain its safety.

According to Laconi, cooking alone will not guaurantee the

destruction of all food borne –bacteria, so it is necessary to

start with safe food and handle it properly. He added that food

service managers can eliminate and control these food-borne

diseases by practices like building in sanitation in equipment,

having proper storage facilities and refrigeration, employing &

training healthy and careful workers, and maintaining proper

temperature controls with hot and cold dishes.

To achieve the nutritional value of the foods in the

cafeteria and avoid the repeated menus daily, meal planning

management is essential of every food service establishment.

According to Soriano (1982), the goal of meal management is

to provide food that will ensure the physical and mental growth

of a person, his social development, and well being with

reasonable expenditure of available resources. He added that

meal planning is the process whereby resources both material &

human are used to obtain goals that have to do with feeding the

individuals and evaluating the meal service.

 Customers judge a restaurant, food establishment, bar or

hotel not only by the quality of food & facilities but also by

the kind of people who serve them (Roldan, 2008). Customers are

the life and blood of the food and beverage business. Their

satisfaction must be sustained. They always deserve

preferential, prompt and consistent attention.

According to Edica(2008), no matter how good the food and

the ambiance is, if the customer is traumatized or dissatisfied

with the service and the behavior of the staff, he/she may not

come back and even mention his bad experience with friends that

they will be discouraged from patronizing the restaurant.

Therefore, whatever or wherever is the venue, service must be

rendered in accordance with professional standards and with

graciousness and courtesy.

According to Vertrivel(2011), satisfaction volved as a

consequence of one’s party’s experience with others ability to

fulfill norms and expectations. For customers, satisfaction is a

positive feeling, a positive answer to an expectation exceeding

the expectations.

According to Perdigon (2009), that success or failure of

the system depends largely on human resources. The more trained

and more experienced the employees are, the more efficient they

become and the less number of works necessary to be employed.

Quality service requires the use of appropriate serving

equipment and utensils, so every dining personnel must be

familiar with the various equipment and supplies for dining

service. They should also be trained on the proper use of these

equipment to prevent breakages and damages (Roldan & Edica,

2008).

The operations managers and supervisor must lead by

demonstrating their commitment to food safety standards, they

would ensure that all staff are appropriately trained and will

monitor compliance to the food safety standards and service

delivery (Andrews, 2008). The more trained and the more

experienced the employees are, the more efficient they become

and the less number of workers necessary to be

employed(Perdigon, 2009).

This study focuses on the background profile of the

management and level of satisfaction by the clients towards the

service delivery of the cafeteria in Bohol Island State

University-Bilar. Customer satisfaction is highest in food

establishments that are clean and bright and where quality food

products are safely handled and displayed. Satisfaction levels

(Andrews,2008) can be ascertained by surveys of people who

patronize the outlet as a customer and evaluating the level of

service. Palacio & Theis (2009) stated that cafeteria should be

fast and convenient to customers. In addition, the cafeteria

food service operation in colleges and universities is often the

“happening” place where students meet to socialize as well as to

eat and drink (Walker, 2006).

This study is anchored with the study of Fatima Abd Ghani

(2009) in assessing the student’s acceptance and satisfaction

Level on Service Delivery Attributes at UiTM Hostels’

cafeterias. The results showed that although the students were

contended with the ambiance, the majority of the students have

low acceptance level on the food and beverage attributes. Most

of their students were dissatisfied with the most of the

attributes provided by food operators in all three cafeterias.

This study is also supported by the study of Avergonzado

(2010) entitled; Canteen services of the Campuses of Bohol

Island State University. The results showed that the canteen

facilities and equipment as well as the food services were

frequently observed. However, some of the campuses were marked

“sometimes observed in the facilities and equipments and some

are never observed. Generally, the study showed that the some

cafeterias in BISU campuses have inadequate facilities, lack of

good quality of food served, inadequate customer services and

low in sanitation practices.

 As the legal bases of this study, the Commission on higher

education issued a CHED Memorandum order No. 21 Series of 2006

promulgated the “Guidelines on Student Affairs and Services

Program “. Article 3, Section 32.5 states that the Higher

Education Institution shall set the criteria for safety and

sanitary conditions of food outlets within the compound of the

institution. They shall coordinate with local government for the

safety of food service outside the school premises. It states

further that the HEI’s shall periodically inspect food outlets

for sanitation and hygiene. The certificate to operate should be

displayed in a prominent area of the food outlet.

The food service operation is being regulated by the

Presidential decree Nos. 522, 825, & 856, all aimed to safeguard

the public health. These provides measures necessary to ensure

the safety and cleanliness of the food served to the customers.

The legislation requires the food service operator to obtain a

sanitary permit and health certificates and to pay garbage fee

to the city or municipality where the business is to operate.

In local setting , Presidential decree No. 856, embodies

the Code on Sanitation in the Philippines. Section II to section

IX of the Code specially pertain to food establishment.

 Section III- includes sanitation requirements for food

service structures and facilities.

  Section IV- describes the requirements for food

handlers that no person is allowed to be employed in

any food establishments without a health certificate

issued by the local health authority.

 Sections V, VII and VIII outline the regulation of

toilet and washing facilities, disposal of refuse and

vermin control

 Sections VIII and Ix present rules about equipment and

utensils as well the foods service operation.

Knowledge, and compliance with the requirements of the

sanitation code by the food service operators will ultimatey

redound to their own benefit since customers prefer eating clean

and sanitary premises.

According to McSwane (2005), customer opinion survey shows

that cleanliness is a top consideration when choosing a place to

eat or shop for food. Customer impressions about cleanliness of

an operation are frequently influenced by what they see inside

and outside the establishment.

BISU-Bilar generates approximately 3,000 students every

year starting 2012 with more than 100 instructors and employees.

Of this figure, a large proportion of students eat at least one

meal a day in school. Outside entity and unexpected visitors are

also served by the school cafeteria. With the burgeoning

population of the campus and the expansion of cafeteria services

in terms of catering and serving the campus, there is a need for

a sound documented basis to come up with recommendation for

improvement.

THE PROBLEM

Statement of the Problem

This main purpose of the study is to determine the

management profile and the level of client’s satisfaction of the

cafeteria services in Bohol Island State University – Bilar

Campus for the School Year 2014-2015.

Specifically, the study sought to answer the following

questions:

1. What is the profile of the personnel respondents in terms

of:

1.1 Age

1.2 Gender

1.3 Educational Qualification

 1.4 Training /Skills / Competencies?

2. What is the profile of the customers respondents in terms

of

2.1 Age

2.2 Gender?

3. Describe the facilities , equipment, and table appointments

of the cafeteria in terms of;

3.1 Quantity

3.2 Sanitation?

4. What is the level of customers’ satisfaction to the

cafeteria in terms of;

3. 1 Staff/Personnel

a. Courteousness and attitude

b. Personal hygiene

c. Sanitation

d. Know- how and skills in food service

e. Sufficiency of service personnel

3.2 Food

a. Variety

b. Palatability

c. Price

d. Freshness

e. Nutritional Value

3.3 Food service area

 a. Sanitation

b. Size

c. Safety

d. Comfort and ventilation

5. Is there a significant difference between the satisfaction

level of the students, teachers and employees and outside

entities in terms of food and cafeteria staff?

Hypothesis of the Study

There is no significant difference between the satisfaction

level of the students, teachers and outside entities in terms of

food and staff.

Significance of the Study

The researcher believed that the findings of this study

would be beneficial to the following:

Students. This study would address their needs in terms of

consuming nutritious, clean , safe , and affordable foods from

the cafeteria. They would also be able to avail a better and

quality canteen services.

Teachers and Employees. This study would motivate them to

work efficiently in their respective offices and colleges

because the palatable, nutritious and safe food they are

consuming from the cafeteria. It would also encourage them to

invest more at the BISU BILAR Cooperative, Inc.

School administration. This study would affect beneficially

the school administration as a whole specifically that will

serve as their guide for policy making best suited for the

development of the cafeteria.

BISU-BILAR Cooperative Inc. As the operator of the

cafeteria, this study would give them a very good assessment /

evaluation about their performance and status in catering their

client’s everyday. They will be improved in terms of the

management system and services delivery offered to its clients.

Future researchers. This study would serve as a spring

board for similar studies in the future. The outputs of the

study would provide a new related literature or studies to

researchers who are interested to study areas regarding customer

satisfaction.

RESEARCH METHODOLOGY
Design

The study employed only one method in acquiring data for

the study. The study used the descriptive survey method using a

self-made survey questionnaire in collecting the respondents’

readership profile and preferences.

Environment and Participants

This survey will be conducted at the school cafeteria of

Bohol Island State University (BISU), Bilar Campus, Zamora,

Bilar, Bohol (formerly Central Visayas State College of

Agriculture, Forestry and Technology). BISU is a public non-

sectarian institution of higher learning - the only state

university in Bohol. At present, BISU-Bilar has a student

populace of more than 3,000.

Geographically, BISU Bilar Campus, Zamora, Bilar, Bohol is

located in the interior part of Bohol after having exited the

world-known man-made forest with pleasant, cool climate going to

Chocolate Hills. It is about more or less 42 kilometers from

Tagbilaran city and is accessible by all types of land

transportation.

One of the services provided to students of BISU-Bilar is

the cafeteria. The cafeteria serves many purposes beyond simply

providing breakfast, lunches and snacks for students and staff.

It provides catering services for simple occasion on the campus.

The service area of the cafeteria has an area of approximately

14m x 8m which can accommodate of approximately 60 persons. The

extension area is about 15m x 9m. The kitchen area where food

preparation is done has an area of _17m x10m with one

refrigerator for storing meat and other food stuffs. They sell

fruits, bottled water and juice, softdrinks, snack items on

consignment and cooked, rice, soup and viands for breakfast and

lunch and etc.

Since the service is CLAY Go (Clean-as-You Go)type, all the

customers help the canteen clean before they leave; therefore,

when the same finish their meal, they put the rubbish and dishes

in the dish basket.

The respondents of the study were the students are the

cafeteria personnel, students (highschool and college students),

faculty , support staff of Bohol Island State University (BISU),

Bilar Campus, Zamora, Bilar, Bohol during the school year 2014-

2015 and outside entity. Only 10 respondents (personnels,

highschool, college, teachers and employees) in each group were

involved in the survey and another 10 were selected from the

outside entity to participate including the head of some offices

who avails their catering services. So, there will be a total of

60 respondents. A pretest will be conducted prior to the survey

proper.
 The questionnaires will be distributed and the data

collected will be then summarized and interpreted.

Research Instrument

A self-made questionnaire is the main instrument for this

survey. The questions are categorized and coded into a few

constructs, namely: (I) Management Structure and Profile of the

Cafeteria Personnel, (II) Description of the

Facilities/Equipment/Tools & Materials and other amenities (III)

Gauging the Client’s Satisfaction Level in terms of Staff, Food

and Service area. A pretest will be carried out on 25

respondents representing the faculty and staff, college and high

school students and outside entity.

Research Procedure

The researcher asked permission the management of BISU-

BILAR Cooperative ,Inc. to conduct the study in the cafeteria

regarding their services using the quantitative measure. Data

collection is based on questionnaires. An important component of

this descriptive analysis is the Likert-Rating Scale. With the

exception of questions I, and II, all questionnnaire items make

use of the Likert-Rating Scale based on satisfaction level.

Question I and II make use of Likert-Rating Scale based on

familiarity.

Likert Rating Scale/Likert-Item Key

Satisfaction Level Key

Very Satisfied 5

Satisfied 4

Neutral 3

Unsatisfied 2

Very dissatisfied 1

(Adopted from the Southwestern Community College Student

Satisfaction Survey, Spring 2013)

Statistical Treatment

The questionnaires were retrieved, collated and analyzed.

Simple percentage was used to determine the demographic

profile of the respondents. This will be computed using the

formula:

F
P= × 100
N

Where :

P = Percentage

F = Frequency

N = Number of respondents
 To determine the satisfaction level of the respondents ,

the following formula was used:

∑ fx
WMS =
∑f

Where :

∑ fx = sum of all the products of f and x

f = frequency of the weight

x = is the weight

∑f = sum of all respondents

T – test was also used to test and get the difference between the

level of satisfaction of the students, teachers and employees and

outside entities in terms of food and cafeteria staff. This was

computed using the formula:

̅̅̅1 − 𝑋2 )2
(𝑋
𝐹′ =
𝑆𝑊 2 (n1 + n2 )
n1 n2

Where:

𝑋̅1 = mean of the first variable

𝑋̅2 = mean of the first variable

SW = Mean from the two variables

N = number of cases in variable 1

N = number of cases in variable 2

Definition of terms

To avoid conflict and for better understanding of this

study, the following terms which were used therein in this

research study were hereby defined or explained.

Cafeteria . It refers to the dining room establishment in

BISU Bilar in which customers serve themselves or are served

from the counter and pay before eating.

Cafeteria services. refers to the totality of service

offered by the cafeteria to its clients that includes

cleanliness of table appointments, service area and efficiency

of the staff.

Food - anything solid or liquid which will taken into the

body that promotes growth, provides heat and energy.

Food service personnel – persons who are working in the

cafeteria

Policy – the overall plan stipulated in the University

student services manual that embraces the general goals to be

accomplished

Functions & responsibilities – the job / work of the school

cafeteria that needs to be performed or achieve

 Student services manual – it is where the policy stipulated

which includes the function and responsibilities of the school

cafeteria

B.O.T resolution –this means a resolution made, agreed and

approved by the Board of Trustees of the University which

includes the food service.

Sanitation- ultimate form of cleanliness which is free from

germs and bacteria

Safe food- A food that is not harmful to eat by the clients

nutrition the study of food and how food intake affects the body

Meal management- refers to the planning of meals in the

school cafeteria in terms of food items

Satisfaction . highest factor in every food establishments

that includes clean and bright and where quality food products

are safely handled and displayed.

Silverwares – refers to the spoons and forks used at the

cafeteria

Chinawares – refers to the different kinds of plated used

in the cafeteria

Kitchen steward – refers to a person who helps and assist

the chef /head cook in food preparation.

 Food dispatcher – a person who will dish out or serve the

foods to the customers at the counter

Quantity – refers to the ideal number of equipment needed

in the cafeteria
 Chapter 2

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This Chapter encloses the presentation, analysis and

interpretation of the data collected through questionnaires.

Gathered information includes demographic profile and the level

of satisfaction of the respondents. These data’s were taken from

two types of questionnaires which are: Questionnaire for the

cafeteria personnel and the other one if for its clients in

terms of level of satisfaction.

Table 1 gives you an idea about the over-all number of

respondents which are all regularly availing the services of the

cafeteria for the school year 2014-2015. All the service staff

of the cafeteria was automatically included in the survey

comprising of 4 males and 6 females staff. While both male and

female were selected from the 3 colleges : College of Education

(COED), College of Technology and Allied Sciences (CTAS) and

College of Agriculture and Natural Sciences. For the COED, there

were 5 male respondents and 5 female respondents with the total

of 10 respondents from the said college. For the CTAS, there

were 2 male respondents and 3 female respondents amounting of 5

respondents. For the CANR, there were 2 male and 3 female

respondents adding to the total of 5 respondents. For the

teachers and Employees, there were 7 male respondents and 13

female respondents amounting the total of 20 respondents.

Lastly, 5 male and 5 female respondents were taken from the

outside entities that would complete the grand total of 60

respondents.

Table 1
Number of Respondents
N = 60
Outside
Personnel COED CTAS CANR T&E Entities
Gender High school College Teachers Employees
Male 4 3 2 2 2 3 4 5
Female 6 2 3 3 3 7 6 5
Total 10 5 5 5 5 10 10 10
% 17% 8% 8% 8% 8% 17% 17% 17%
Grand
total 60

Table 2 gives you an idea about the over-all profile of the

Cafeteria staff, both male and female respondents in terms of

age, gender, educational qualification, trainings or skills and

competencies acquired or possessed upon doing their respective

tasks. The table showed that most of the staff were aged 26- 30

who got the highest frequency of 4 out of 10 and garnering a

percentage of 40.In terms of gender, most of the staff are

females who garnered a frequency of 6 (60%). Meanwhile, for the

Job title of the staff, the table showed that out of 10 workers

, there were only one (1) manager who managed the entire service

of the restaurant, 1 cashier who attends to the settlement of

the customer’s bill and 1 Kitchen cook for the food preparation

of cold and hot foods at the kitchen. These three variables got
the lowest frequency of 1 which equate to 10 % out of the total

percentage. While the highest frequency which is 3 was placed to

the Food servers or dispatchers who garnered the 30 % of the

total percentage. In terms of Educational qualification, most of

the staff are high school graduates who got the frequency of 3

out 10 which equates to 30 %, while the lowest frequency is

1(10%) that means there was only one staff who is a vocational

graduate and has a certificate of training in Cookery NCII. For

the Training or skills and competencies, there were only 3 staff

who responded , 1 staff has a certificate of training in Food

and Beverage Services NCII, the other one has the National

Competency certificate in Cookery NCII issued by TESDA, and the

last one is an NCII holder of Food Processing NCII certificate.

Table 2
Profile of the Cafeteria Personnel
N = 10

Variables F Percentage
AGE
20 - 25
26 - 30 4 40
31 - 35 3 30
36 and above 3 30
Total 10 100
GENDER
Male 4 40
Female 6 60
Total 10 100
JOB TITLE
Manager 1 10
 Cashier 1 10
Food server/ dispatcher 3 30
Kitchen Helper/Steward 2 20
Kitchen cook 1 10
Dishwasher 2 20
Total 10 100
EDUCATIONAL QUALIFICATION
College Graduate 2 20
College Level 2 20
Vocational Course graduate 1 10
High school graduate 3 30
Elementary Graduate 2 20
Total 10 100
TRAINING/SKILLS/ and COMPETENCIES
Attended seminar 0 0
Certificate of training 1 10
NCII Holder: Cookery NCII 1 10
Food and beverage Services NCII 0 0
Bread and Pastry NCII 0 0
Food Processing NCII 1 10
Bookkeeping NCIII (for the
cashier/auditor) 0 0

Table 3 gives you an idea about the profile of the customer

respondents comprising the students from the 3 colleges, faculty

and employees, and the outside entities of visitors in the

cafeteria. The table showed the profile of the respondents in

terms of their age and gender. For the students, most of the

respondents aged 12-18 years old who got the highest frequency

of 13 (65%).For the faculty and employees, most of the

respondents aged 26-35 years who has the highest frequency of 10

which equates to 50 %. And for the Outside entities, most of the

respondents aged 36-45 years old who garnered the highest

 frequency of 4 out of 10 amounting the 40 % of the total

percentage.

In terms of gender, there were 9 male respondents and 11

female respondents in the part of the students. While for the

Faculty and employees, there were 8 male respondents and 12

female respondents who responded to the study. And lastly for

the outside entities, there were 5 male respondents and 5 female

respondents for the realization of this study.

Table 3
Profile of the customer respondents

Faculty Total
Total

Outside entities/
%

Students (High School &

College &Employees % Visitors total %
Male Female Male Female Male Female
F % F % F % F % F % F %
AGE 12 =18 7 35 6 30 13 65% 0 0 0 0 0 0% 0 0 0 0 0 0%
19= 25 2 10 5 25 7 35% 2 10 2 10 4 20% 0 0 1 10 1 10%
26 =35 0 0 0 0 0 0% 3 15 7 35 10 50% 2 20 1 10 3 30%
36 =45 0 0 0 0 0 0% 3 15 3 15 6 30% 2 20 2 20 4 40%
45 = above 0 0 0 0 0 0% 0 0 0 0% 1 10 1 10 2 20%
Total 9 45 11 55 20 100% 8 40 12 60 20 100% 5 50 5 50 10 100%
n= 20 n=20 n= 10
Grand Total 50

Table 4 gives you an idea of the over-all data of the

respondents about the level of satisfaction as to the

facilities, equipment and table appointments, performance of the

staff, foods, and service area both for the male and female

respondents of the 3 groups.

As shown in Table 4.1, the facilities, equipment and table

appointments used by the cafeteria were rated by both students

and Faculty and employees as very satisfied in terms of quantity

and sanitation. But for the outside entities/visitors rated the

refrigerator, silverwares, food containers, table and chairs as

very satisfied in terms of quantity and sanitation while for

the glassware’s , a rate of satisfied was given in terms of

quantity and sanitation. The chinaware’s were rated very

satisfied in terms of quantity and satisfied in terms of

sanitation by the outside entities.

Table 4.1

Over all Data of the Respondents' Level of satisfaction in terms of

Facilities, Equipment and Table appointments
N= 50

FACULTY
STUDENTS &EMPLOYEES OUTSIDE ENTITIES
Criterion N= 20 N=20 N= 10
A. Facilities,Equipment
and table appointmets WMS DI WMS DI WMS DI
Refrigerator 1 4.65 VS 4.85 VS 4.6 VS
2 4.5 VS 4.8 VS 4.4 VS
Glasswares 1 4.85 VS 4.65 VS 4.2 S
2 4.8 VS 4.5 VS 4 S
Silverwares 1 4.75 VS 4.65 VS 4.3 VS
2 4.7 VS 4.85 VS 4.3 VS
Food Container 1 4.65 VS 4.65 VS 4.5 VS
2 4.7 VS 4.35 VS 4.7 VS
Chinaware's 1 4.6 VS 4-Jan VS 4.6 VS
 2 4.8 VS 4.55 VS 4.2 S
Tables and chairs 1 4.75 VS 4.6 VS 4.4 VS
2 4.65 VS 4.85 VS 4.5 VS

Table 4.2 gives you an idea about the level of satisfaction

of the respondents towards the performance of the cafeteria

staff. The students rated the staff as very satisfied in terms

of Courtesy, hygiene, sanitation and grooming, efficiency and

sufficiency. While for the skills of food service, it was rated

by the students as satisfied. For the teachers and employees,

all the criteria’s were rated as very satisfied. For the outside

entities, they had rated the staff as very satisfied in terms of

Courtesy and sufficiency, while for the hygiene, sanitation,

skills in food service and efficiency were rated as satisfied.

Table 4.1
Over all Data of the Respondents' Level of satisfaction in terms of
Cafeteria Staff / Personnel’s
N= 50

FACULTY OUTSIDE ENTITIES

STUDENTS &EMPLOYEES N= 10
Criterion N= 20 N=20
B. CAFETERIA STAFF/PERSONNEL'S
Courteous 4.7 VS 4.55 VS 4.3 VS
Hygiene 4.45 VS 4.55 VS 4 S
Sanitation 4.35 VS 4.25 VS 3.8 S
Skills in Food Service 4.25 S 4.35 VS 4.2 S
Efficiency 4.3 VS 4.35 VS 4.1 S
Sufficiency 4.45 VS 4.65 VS 4.4 VS
 Table 4.3 gives you an idea about the level of satisfaction

of the respondents in terms of foods served at the cafeteria the

table shows that the faculty and employees rated as Very

satisfied in all criteria’s in terms of food. While for the

students they rated the palatability, freshness and quality as

well as the nutritional value of the food as Satisfied. For the

outside entities, they rated the variety and nutritional value

as very satisfied while in terms of palatability, price and

freshness and quality of food they rated these criteria’s as

satisfied.

Table 4.3
Over all Data of the Respondents' Level of satisfaction in terms of
Facilities, Equipment and Table appointments
N= 50

FACULTY
STUDENTS &EMPLOYEES OUTSIDE ENTITIES
Criterion N= 20 N=20 N= 10
C. FOOD
Variety 4.25 S 4.6 VS 4.3 VS
Palatability 4.5 VS 4.45 VS 4.2 S
Price 4.25 S 4.4 VS 4.2 S

Freshness and Quality 4.4 VS 4.8 VS 4 S

Nutritional Value 4.35 VS 4.85 VS 4.4 VS

Table 4.4 gives you an idea about the level of

satisfaction of the respondents in terms of service are. As the

table shows, faculty and employees rated as very satisfied in

terms of all criteria’s. For the students they rated the size
 and safety of the cafeteria as very satisfied, while in terms of

the cleanliness and sanitation of the dining area, ambiance and

ventilation , they rated as satisfied. For the outside entities,

they rated the dining area and size as very satisfied while in

terms of safety, comfort and ventilation, they rated as

satisfied.

Table 5, presents the comparison on the difference between

the three group of respondents level of satisfaction in terms

of food served at the cafeteria.

Results showed in terms of food , the comparison between

the satisfaction of the students and faculty and employees (A

vs. B ) it has a computed value of 0.2414. Meanwhile , between

the faculty and employees and outside entities(B vs. C.), it a

computed value of 0.5298. For the comparison between students

and outside entities (A vs.C.) has computed a value of 0.0560.

Therefore, there is no significant difference between the

satisfaction level of the students, faculty and employees and

outside entities in terms of food since the computed F1 is lower

than the tabular f at 5 % level, thus the null hypothesis will

be accepted.

Table 5
Comparison between the respondents' level of satisfaction in terms of foods
 Between (F. 05)( n-1)
respondents F1 (6.02) Interpretation
A vs. B 0.2414 6.02 not significant
B vs. C 0.5298 6.02 not significant
A vs. C 0.056 6.02 not significant

Table 6, presents the comparison on the difference between

the three group of respondents level of satisfaction in terms of

the performance of cafeteria staff at the cafeteria.

Results showed that for the comparison between the

satisfaction of the students and faculty and employees (A vs. B

) in terms of staff it has a computed value of 2.98 x 10 -3.

Meanwhile , between the faculty and employees and outside

entities(B vs. C.), it a computed value of 0.3391. For the

comparison between students and outside entities (A vs.C.) has

computed a value of .9603. Therefore, there is no significant

difference between the satisfaction level of the students,

faculty and employees and outside entities in terms of the

performance of the staff since the computed F1 is lower than the

tabular f at 5 % level, thus the null hypothesis will be

accepted.

Table 6
Comparison between the respondents' level of satisfaction in terms of cafeteria staff

(F. 05)( n-
Between 1)
respondents F1 (6.02) Interpretation
 2.98 x 10 -
A vs. B 3 6.02 not significant
B vs. C 0.3391 6.02 not significant
A vs. C 0.9603 6.02 not significant