Product Quality in Relation to Customers' Satisfaction in Kapayapaan Integrated School Canteen

Abstract

INTRODUCTION

The school environment plays a significant role in nurturing and sustaining the good eating habit. This became the basis for the researchers to focus on the problem regarding the product and service quality of the school canteen and the satisfaction of the students and teachers toward it. The researchers chose to study the given topic to find out if the school canteen meets the student's satisfaction in terms of the quality of the products that they offer.

METHODS

This study used the descriptive - correlation method of research in seeking the answers concerning relationships relating to the variables of the study. Using the LR Gay's Sampling Technique, 150 students and 12 faculty members from Kapayapaan Integrated School responded to the self-constructed questionnaire. This survey-questionnaire is composed of two parts. The first part consists of the questions referring to the customers' perception regarding their satisfaction in the school canteen's product quality. While the other set of questions in the questionnaire identified the degree of satisfaction of the Kapayapaan Integrated School canteen's customers.

RESULTS

The selected respondents from the total combined population of Kapayapaan Integrated School's students and teachers are composed of 59.3% or 96 females and 40.7% or 66 males. As to the mean level of the selected respondents' assessment on the product quality and customers' satisfaction relationship, the result shows that there are a significant relationship and a positive correlation between the two variables. From the gathered data about product quality, the customers are not satisfied when it comes to the repetition of food choices, freshness, serving size and the price of the products. On the other hand, about customers' satisfaction, the respondents answered that they do not have any problem with the friendliness and courtesy of the canteen staff, the speed of the line movement every time they buy.

DISCUSSIONS

In general, students and teachers do not have any issues with product and taste preferences. In terms of the features of the product, the respondents imply a fair judgment, which indicates that part of the samples agree with a certain feature and a part where some do not agree. This explains the idea that the overall quality of a product is the customers' perception, which also shows that customer will be or not be satisfied depending on the quality of products being produced.