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Saint Mary’s University 1

Senior High School Department

A Quantitative-Qualitative Research Proposal

this text illustrates that the juvenile cause trouble because of maybe lack of parental

guidance, lack of learning or they are rebel

Presented to the Faculty of

Saint Mary’s University

Senior High School Department

Bayombong, Nueva Vizcaya

In Partial Fulfilment of the Requirements

in Practical Research 1

By:

Michael C. Callejo

Michael C. Callejo

Michael C. Callejo

Michael C. Callejo

Michael C. Callejo

Researchers
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Michael C. Callejo (If any. If none, just remove.)

Research Adviser

April 2019

TABLE OF CONTENTS

Page

Title Page……………………………………………………………………. i

Table Of Contents………………………...………………………............ ii

List Of Tables………………………...………………………...…………... iii

List Of Figures………………………...………………………...…………. iv

CHAPTER

I THE PROBLEM AND ITS BACKGROUND

Introduction………………………...………………………............... 1

Statement of the Problem………………………................................. 12

Statement of Hypotheses………………………...…………………... 13

Conceptual Framework……………………………………………… 14

Scope and Delimitation………………………...……………………. 15

Significance of the Study……………….……...……………………. 16

Definition of Terms………………………...………………………... 22

II REVIEW OF RELATED LITERATURE AND STUDIES


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Conceptual Literature………………………………………………... 24

*If each of the variables is explained, it should be the entry in this

section…….(E.g. Student Attitude……………24)

Related Studies…………………………………………………….. 58

Synthesis………………………...………………………...………... 71

III RESEARCH METHODOLOGY

Research Design………………………...………………………...... 75

Research Environment………………………...……………………. 75

Respondents and Sampling Method..…...………………………...... 76

Research Instrument ………………………...…………………….. 78

Data Gathering Procedure………………………...……………….. 80

Data Analyses………………………...………………………... 81

REFERENCES………………………...………………………...…………….. 145

APPENDICES

APPENDIX A: Research Questionnaire……………………………. 168

APPENDIX B: Results of Reliability Testing per cluster and per 175

item………………………………………………………

APPENDIX C: Sample Communication Letters(If any)…..4……... 184

LIST OF TABLES

Page
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Table 1 Profile of the Respondents (If profile is not a research problem, it 76

must be presented in a tabular format in chapter

III)……………………………………………...........................

Table 2 Summary of Senior High Schools included in the study…………. 78

Table 3 Reliability Coefficients per Cluster………………………............. 79

LIST OF FIGURES

Page

Figure 2 Paradigm of the Study….……………..…...…………………… 21

Figure 3 Map of Nueva Vizcaya……………………………………..…… 45


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Chapter I

PROBLEM AND ITS BACKGROUND

Introduction

1.1 CUSTOMER SATISFACTION

What is Customer Satisfaction? It is a term frequently used in marketing. It is a measure

of how products and services supplied by a company meet or surpass customer

expectation. Customer Satisfaction is defined as “the number of customers, or percentage

of total customer, or percentage of total customers, whose reported experience with a

firm, its products, or its services (ratings) exceeds specified satisfaction goals.

It will indicate the fulfillment that customers derive from doing business with a firm. In

other words, it’s how happy the customers are with their transaction and overall

experience with the company. Customers derive satisfaction from a product or a service

based on whether their need is met effortlessly, in a convenient way that makes them

loyal to firm. Hence, customer satisfaction is an important step to gain customer loyalty.

Customer satisfaction, a business term is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as key


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performance indicator within business and is part of the four perspectives of a Balanced

Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as key differentiator and increasingly has become a key element of

business strategy.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for forms.

It’s a well-known fact that no business can exist without customers. In the business of the

website design, it’s important to work closely with your customers to make sure the site

or system you create for them is as close to their requirements as you can manage.

Because it’s critical that you form a close working relationship with your client, customer

satisfaction is of vital importance. Customer satisfaction, a term frequently used in

marketing, is a measure of how products and service supplied by a company meet or

surpass customer expectation. Customer satisfaction is defined as “the number of

customers, or percentage of total customers, whose reported experience with a firm, its

products, or its services (ratings) exceeds specified satisfaction goals.”

MEASURING CUSTOMER SATISFACTION


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Organizations are increasingly interested is retaining existing customers while targeting

non-customers measuring customer satisfaction provides an indication of how successful

the organization is at providing products and or services to the market place.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviours such as return and

recommend rate. The level of satisfaction can also vary depending on other option the

customer may have and other products against which the costumer can compare the

organizations.

The customer satisfaction score is the most straight forward measure of customer

satisfaction. Customer Satisfaction is calculated by asking customers question, along the

lines of “how satisfied were you with your experience today?’ Responses are collected on

a scale, usually 1-3, 1-5 or 1-10. The final CSAT score can be calculated using several

different methods. If used correctly, collecting your customer satisfaction can help you

identify key areas where you customers are less than satisfied. From here, you can make

improvements accordingly. This is key to long term customer retention ensuring that your

customers are happy with your service.

In order to get the best possible insights from your customer feedback survey, it’s

important to understand what it does and doesn’t measure. Because of the nature of the
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customer satisfaction question- which asks about immediate satisfaction- responses are

likely to indicate sentiment towards the customer’s most recent interaction with your

brand or service. This is not necessarily a disadvantage, as it means you can gauge

sentiment towards individual catch points throughout the customer life cycle. However it

also means that the customer satisfaction cannot generally use to infer broader attitudes

toward your brand or the customer’s experience

Customer satisfaction measurement originally has roots in ideas about quality that come

from an operational/production view of the business. The first idea is that quality is

measured as the gap between customer’s expectations, and their perceptions of the

product service they receive. This gap-based view of quality says that if you match or

beat customer’s expectations, and so leave them satisfied, you have achieved the

necessary product quality. Some companies go beyond this to look at examples of

“customer delight” aiming to exceed customer expectations.

The second idea from operations management is that quality is about conformance to a

standard or specification. Within this idea is that once the design is set, quality is about

ensuring that the end deliverable to the customer meets this design. Consequently from

production/operations point of view, customer satisfaction is about monitoring the quality

of delivery of the product and service. The aim being to minimize production errors so

saving money and making customers happy.


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Marketing and Customer focused research who carry out satisfaction research on the other

hand will tend to look to measure not just the quality of the delivered product or service, but

also the whole relationship. This can lead to gap between an operational perspective focused on

broad halo issues around feeling and perceptions of the brand.

In practice, customers rarely able to separate out the general feeling that they have

towards a product or service based on brand expectations and marketing and the actual

delivery of the product in terms of its functional performance. So some care is needed in

really defining what it is that you are looking for from a customer satisfaction study, what

are you going to use the information for and whether alternative approaches might be

better for you.

Whether the buyer is satisfied after purchase depends on the offers performance in

relation to the buyer expectation. In general satisfaction is a person’s feelings of pleasure

or disappointment resulting from comparing a products perceived performance relation to

his/her expression, the customer is dissatisfied. If the performance matches the

expectation customer is satisfied. If the performance exceeds the expectation the

customer is highly satisfied.

Customer Satisfaction cannot be very difficult. After all you either satisfied with the

services you receive or you are not. Hence, in order to maintain existing standards and

implement new and better systems to satisfy students, it is crucial assess student

satisfaction tends and make appropriate changes in services delivered by the Institute.
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Accordingly, this research will intends to access the current service delivery of the

Institute and measure student satisfaction level along with identification of major

limitations to take proper action for future improvement.

Statement of the Problem

The study aimed to identify the customers satisfaction based on the food they buy in the

canteen, and their impression in to the canteen. In this statement, its shows the

characteristics that satisfy the students and the other school people.

Specifically; this study aimed to:

1. Determine the satisfaction of student, teachers, staff and visitors at Saint Mary’s

University (SMU) Senior High School (SHS) canteen as the following:

a. Nutritional Value

b. Taste of the food

c. Price

d. Cleanliness of the canteen

2. Know the satisfactions of the students and the other school people and what will

be their response.

3. What will be the best way to order to improve school canteen services?
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4. How will they describe the canteen staff?

Statement of the Null Hypotheses

In this study, we adopt a relationship marketing perspective and apply to propose a way to build

a satisfaction of our event that can achieve students positively abilities. We measure the

relevance of their interesting foods from a university student’s perspective to an earning’s, our

product capable of achieving high customer satisfaction. Our study is based on interviews of

these students from the Saint Mary’s University from Bayombong. Through surveys, we

measure user’s satisfaction and classify the quality attribute expectations into our categories.

The indexes we create reveal key elements that can increase or decrease customers perceived

satisfaction. This study has specific value for their academics. We work on our new product

development in the canteen of Saint Mary’s of customer satisfaction level, we find practical

implications and/or other companies interested in developing and selling the products based on

students’ needs using a customer oriented approach.

Conceptual Framework

INPUT Level of Customer The result may be


 AGE Satisfaction in School used to improve the
 SEX Canteen of Senior customer service and
 ALLOWANCE food quality in the
High School Students
senior high school
in a Private University canteen to be able to
achieve customer
 Questionnaire satisfaction.
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Figure 1. Paradigm of the Study

Figure 1 describes the conceptual framework of the study wherein the input is consisting

of the following: Age, Sex and Allowance.

On the other side, the process being used is through questionnaires and statistical

treatment such as percentage, mean and tallied. The output is the satisfaction of senior

high school students of Saint Mary’s University.

The researchers want to find out the level of satisfaction of the students in the canteen of

Saint Mary’s University. The table shows how the researchers researched, surveyed and

solved their thesis statement.

Significance of the Study

The research study focus on the level of customer’s satisfaction on food quality and to

know the satisfaction of students with regards with to the performance of the school

canteen. Also in the terms of the canteens service provider: such a nutritional value, taste

of food, the variety of products and the cleanliness of the school canteen facilities.
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The researchers limited this research to the senior high school students from Saint Mary’s

University. Questionnaires were distributed to senior high school students for the school

year 2019-2020.

Definition of Terms

Canteen- a store in a camp, school, etc.

Level- an amount of something.

Satisfaction- the act of providing what is needed or decide: the act of satisfying a need or

desire.

Customer- someone who buys goods or services from a business.


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Chapter II

REVIEW OF RELATED LITERATURE

Conceptual Literature

This study attempts an empirical investigation of the service quality process in

nationalize commercial bank settings, and the customer satisfaction thereof. In addition, it

will evaluate the existing literature and establish the identity of the gaps in the literature,

which will provide the framework on which this researched, is based. One of the studies

major contributions to the advancement of knowledge is the investigation of the service

quality process from a comparative perspective of the different commercial banks

customer perception and expectation.

Most of the exciting literature prefers almost exclusively to the perception of service

quality and determining customer satisfaction based on disconfirmation of expectation

from customer perspective. The concept advanced within the present study focuses on the

role of discriminating customers as satisfied and be satisfied for the assessment of

customer satisfaction on banking services as a refined process.


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This chapter emphasizes on discussion of the evolution of literature on customer

satisfaction, then the relationship between customer satisfaction and service quality,

measures service quality using SERVQUAL model, importance of service quality

measurements in banks, and service as element of bank selection.

Last few decades have witnessed dramatic changes in market environment characterized

by unprecedented levels of diversity, knowledge richness and turbulence. The turbulence

environment has created by macro environmental changes, namely, technological

advances and globalization. The technological changes have made the traditional

economic concept of scale, scope and structure irrelevant in the new economy removing

time place barriers that doing business. Technological advances combined with forces of

globalization have resulted in the transformation of the economy, industries, markets and

customers, resulting in a connected knowledge economy, borderless global economy,

globalizing, converging and consolidating industries, fragmenting and friction less

market and active, connected, informed and demanding customers.

Related Studies

Synthesis
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Chapter III

RESEARCH METHODOLOGY

Research Design

In order for the researchers to identify the levels of the satisfaction in “”. The researchers

will use the Phenomenological Design. In this design we will get the opinions of the

chosen respondents by providing them with questionnaire. In this study we will want to

dive into deeper information about the Customer Satisfaction in school canteen of Senior

High School students.

Research Environment

This study will be conducted at Saint Mary’s University a private institution and its

located at Bayombong, Nueva Vizcaya. The researchers

Respondents and Sampling Method

Research Instrument

Data Gathering Procedure

Figure 2. Data Gathering Flowchart

Data Analyses
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REFERENCES

Addmour H. &Ayish H. (2005). The influence of marketing service mixed for five star

hotels in Jordan on the image that is perceived by tourist comparative study.

Jordan University Journal; 1:143-156.

Addmour H. &Ayish H. (2005). The influence of marketing service mixed for five star

hotels in Jordan on the image that is perceived by tourist comparative study.

Jordan University Journal; 1:143-156

Addmour H. &Ayish H. (2005). The influence of marketing service mixed for five star

hotels in Jordan on the image that is perceived by tourist comparative study.

Jordan University Journal; 1:143-156


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APPENDICES

Appendix A- Research Questionnaire

Appendix B- Results of Reliability Testing per Cluster and per Item


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