Level of Student's Satisfaction of TSU Cafeteria Services

Topics: Service system, Food, Catering Pages: 36 (7514 words) Published: October 15, 2014


LEVEL OF STUDENT’S SATISFACTION OF TSU CAFETERIA SERVICES

A Research Study Presented
To the Faculty of
Tarlac State University College of Business and Accountancy

In Partial fulfillment of the Requirements
For the course of
Bachelor of Science in Business Administration
Major in Marketing Management

Mr. Renato Mercado
_________________________
Professor

Mrs. Daisy Medrano
_________________________
Adviser

LEVEL OF STUDENT’S SATISFACTION OF TSU CAFETERIA SERVICES

A Research Study Presented
To the Faculty of
Tarlac State University College of Business and Accountancy

In Partial fulfillment of the Requirements
For the course of
Bachelor of Science in Business Administration
Major in Marketing Management

Prepared by:
Yumul, Abviel G.
Longga, Rodelia B.
Dimal, Ivee Crystal G.
Mariano, Charolyn Q.
Sotto, Leilani M.
Pangilinan, Shelley S.

Chapter 1
THE PROBLEM AND ITS BACKGROUND
Introduction
Many of the universities and colleges have food service operations that are providing many variety food options and delivering flesh, healthy, tasty ingredients in a way that please the students. Some of the university and college have different type of food service operations: managed service company concept representing a franchised restaurant brands, or a self-branded restaurant concept. 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 brands and 57% offer manufacturer-branded outlets (Matsumoto, 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, McProud, Usiewiez, Genreau. & Mitchler, 1995; Chi & Brown, 1996; Tayce, Gassenheimer, & Ingram, 1999). Literature has shown that expectations are important in determining satisfaction (Carman, 1900; Spreng & Mackoy, 1996). Customers have two levels of expectations: predictive or what will happen, and normative or what should happen (Boulding, Kalra, Staelin, & Zeithaml, 1993; Stevens, Knutson, & Patton, 1995). Service providers need to discover what customers expect because satisfaction can be increased by decreasing expectations (Carman, 1990). Becker (2000) suggested that within the general population, expectations may not be homogenous across all students. Because these vary from one student to the next, it is desirable to analyze expectations at the individual level. Tarlac State University is a well-known University in Tarlac. 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 knowledgeable enough to teach students, some are approachable, some are not. There are some instances that the professors are very strict when it comes to subject requirement. Meaning, they want to discipline 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. Tarlac 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 developing this...
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