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 rand’s and 57% offer manufacturer-branded outlets (Amounts, 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, Omicron, Edgewise, General. & Mitchell, 1995; Chi & Brown, 1 996; Taste, Shimmering, & Ingram, 1999). Literature has shown that expectations are important in determining satisfaction (Carmen, 1900; Spring & Mackey, 1996). Customers have two levels of expectations: predictive or what will happen, and normative or what should happen (Building, Koala, Stalin, & Estimate, 1 993; Stevens, Knutson, & Patton, 1995).
Service providers need to discover what customers expect because satisfaction can be increased by decreasing expectations (Carmen, 1990). Becker (2000) suggested that within the general population, expectations may not be homogeneous across all students. Because these vary room one student to the next, it is desirTABLE to analyze expectations at the individual level. Tar lack State University is a well-known University in Tarmac. 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 knowledgeTABLE enough to teach students, some are approachTABLE, some are not. There are some instances that the professors are very strict when it comes to subject requirement. Meaning, they want to spieling their students. Very disappointing when it comes the cashier because there’s only 1 or 2 windows that are being opened when paying tuition fees so the tendency is, the students will fall in line up to the smith hall, very time-consuming on the part of the student. This study will focus on the university cafeteria, the services and foods that they are offering.
Tarmac 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 evolving this commitment. Therefore, the TTS Cafeteria Management should offer nutritious and healthy food at affordTABLE 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 will result in recognizing the amount of approval from the students and the furtherance of their support. Also considered is the nutrition value of he food items being served. The Level of Student Satisfaction survey is a university-wide survey for the students in TTS Main Campus. Questions focus on Level of Student Satisfaction in terms of the Ambiance/Cleanliness, Taste of Food, Amount of Serving, Variety of Food, Customer Service, price, and the Nutritional Value of Food Service at the TTS Cafeteria.
Statement of the Problem This study was conducted to determine the Level of the Student Satisfaction of TTS Cafeteria Services in particular and their perception to the actual performance of the services by the TTS Cafeteria. As perceived by the in TTS 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; 2. What is the level of respondent’s satisfaction to the services of TTS Cafeteria as to the if: 2. 1 Ambiance; 2. 2 Cleanliness; 2. 3 Taste of Food; 2. 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 TTS Cafeteria services? Significance of the Study The college student is currently influencing the expansion of university food revise. College students are not tolerating poor quality of food served by university dining services. The college student is influencing the development of institutional food service. To satisfy the basic nutritional needs of students, university and college food service operations need to deliver a variety of fresh, healthy and tasty food.
Student food service is one of the competitive markets today, competing with other food service such as fast food and vending machines. Today’s college students are expecting more than the good food quality and nutritional value of the food they consume (Graining t al. , 2005). In addition, institutional food service operators need to keep up with the growing 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 TABLE to meet or exceed their satisfaction (Paranormal et al. , 1985; 1988). Students have satisfied about the service they should receive from institutional food service and today they are more sophisticated and are exposed at an early age to variety of dining experiences including ambiance/ cleanliness, taste of food, amount of serving, variety of food, customer service, price and nutritional value of food service.
These factors have influenced the attributes students use to evaluate institutional food service. The study aims to determine the Level of Student’s Satisfaction of TTS Cafeteria Services in the Main Campus and how the students give their special countenance. The data gathered from this research will benefit TTS Community as a hole, from the administration to faculty members and other stakeholders. Elf customers satisfaction will be met, this would contribute to the growth Of the Tarmac State University Cafeteria.
Hence, may also provide both physical and mental sustenance of all canteen patronizes. 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. Scope and Delimitation of the Study This research attempt to determine the students satisfaction in terms of the after service provided: such as Ambiance, Cleanliness, Taste of Food, Amount of Serving, Variety of Food, Customer Service, price and, Nutritional Value.
After considering the level of students satisfaction, the study also attempts to identify the actions to be undertaken to improve TTS 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 TTS 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 affordTABLE, as measured by its cost relative to the amount that the purchaser is TABLE 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 venue.
Facilities- refers to something such as an additional service provided by an organization or an extra feature on a machine which is useful but not essential. Price- refers to the quantity of payment or compensation given by one party to another in return for goods or services. – is the quantity of payment or compensation given by one party to another in return for goods or services. Service Quality- refers to a business with high service quality will meet customer needs whilst remaining economically competitive. An assessment of how well a delivered service conforms to the client’s expectations.
Service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems, and to better assess client satisfaction. Students- refers to expressed opinions of students about the service they receive as students. Student’s Satisfaction- refers on the scores responded by surveying students. -a self-developed instrument to achieve the research purposes. TTS 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 s 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 stud’s variTABLEs have been tackled. Related Literature The study is concerned with the “Level of Student’s Satisfaction in TTS Cafeteria”. Literature related to the basic theoretical and empirical aspects of these variTABLEs is reviewed in this chapter.
Review of related literature has en done particularly with a view to locate the possible correlates of the variTABLEs studied. This document gives a description of the Tarmac State University Cafeteria provided by TTS Cooperative to University students. It starts with a short description of the ambiance/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. One’s drive for food and the way he is satisfied is important food is needed by man not on for energy. Work and play but also for maintaining body function such as breathing.
Beating of the heart, digestion of food, circulation of the blood, absorption of food, excretion of body waist and other recesses. No single type of food is capTABLE 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, 003). Even though the meals in school restaurants offer a more balance diet that those taken at home or in other restaurants, there is still room for progress in balancing diets in meals served in school canteen. On a positive note, products which have a high fat content are limited in starters and desserts and fruits and vegeTABLEs and starch- rich foods are propose regularly.
However an effort still has to be made to improve the quality of main dishes as not enough fish or red meat is offered and the fat content of main courses is too high. The calcium content of dairy products should be improved. And while vegeTABLEs are well accounted for in canteens in main land France, are they actually eaten? No one can be about this as ultimately it’s up to the pupils to make the right choice. In order to help them, have been made to promote balanced diet and on whether the person responsible for purchasing food has had training in nutrition or not.
To improve quality of meal, the agency recommends developing and providing schools with tools to help personnel draw up their menus meet the needs of the pupils requiring special diets and provide information session on balanced diet. This last point as 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 (PAN), 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 (GERMEN) draw up rules for nutritional quality in school and university canteens in line with the agency’s recommendation. Related Studies Foreign Arizona Insane (2011 ) found out in her study physical environment and employee industrial safety, a remarkTABLE 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. Majestic (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 hysterical work environment on job satisfaction. Checked (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 unction’s. Saxons (2000) gives socio-economic background of workers in the five selected units in Merit 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 Merit ( India). Unmannerly (2000) has studied socio- economic profile of the workforce and employee welfare activities in Indian Industrial Organizations. It is found hat 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 ND 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. Susan 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 quinine 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 SAPS 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 persistence of the service like cafeteria, playgrounds, class set up, and decoration. The findings also revealed that compassion, coordination and undines are the values that greatly add the quality it the service Of unidirectional institution.
Local Cannas’ (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. 6 % 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 Such in Region 3 were operated by school. 5. As to criteria by the rating : almost always”, safety products, adequate water supply, personnel cleanliness and hygiene were indicated. 6. As to criteria by the rating “seldom and never”, supervision of a person knowledgeTABLE in sanitary food handling location and ventilation, work habits, accessibility to delivery of entrance and exit as well as drinking mountain were indicated. . 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 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.
