Chapter 1: The Problem and its background Introduction Customer Satisfaction has been a matter of concern and attention

by any business field nowadays. The situation can be noticed by the increasing number of customer service center set up by various organizations to provide assistance to their customers. The organization realized that customer is the central elements to keep their business running us competition are getting more intense. Dissatisfied customers usually spread their problem to their friends and words of mouth can do a lot of harm to an organization. (The customer complaints can be a useful source of information for the organization to develop their business strategies and tactical decisions.) The staffs of the cafeteria should had a strategic plans.

Customer Satisfaction is a customers sense of satisfaction. The customer satisfaction is the result of the customers perception of the value perceived in a transaction or relationship. In other words customer satisfaction is a measure of whether their expectations being exceeded, met or not met. Therefore, satisfaction can be categorize as a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations (Kotler, 2003) . In Roosevelt College cafeteria, the food service industry is one of the businesses that plays an important role in the students, staffs and faculties everyday life. Because for those students the breakfast time and lunch time is not enough. They cant go home and do it for themselves. So, the first choice for students, staffs and faculties is to eat in the school cafeteria. The cafeteria service offers its service to anyone. The service hour mainly will be from 8am to 4pm. It offers lunch, snacks and merienda for students, staffs, and faculties. The cafeteria is frequently an important source of food due to their variety and often- cheaper prices.

Statement of the Problem The main purpose of this study is to determine the factors influencing Customer satisfaction in cafeteria of Roosevelt College Cainta and Lamuan campus for the year 2012-2013. Specifically the study answered the following questions: 1. What is the extent of School cafeteria quality of service in terms of a. Food Quality,

b. c. d. e. f.

Food Variation, Serving Time, Place Ambiance, Price, Personnel

2. Is there any significant relationship between cafeteria quality of service and customer satisfaction? 3. Is there a significant difference in the customer satisfaction when the respondents are grouped into: a. b. c. d. e. f. Gender, Age, Year Level, Dietary Habit, Number of semester eating at the cafeteria School

4. Which among the cafeteria quality of service best predict customer satisfaction?

Research Objectives 1. To determine whether the quality of food affects customer satisfaction towards food service at Roosevelt College Cafeteria. 2. To determine whether the cost/value of the food affects customer satisfaction towards food service at Roosevelt College Cafeteria. 3. To determine whether the cafeteria staff affects customer satisfaction towards service at Roosevelt College Cafeteria. 4. To determine whether the atmosphere at cafeteria affects customer satisfaction towards food service at Roosevelt College Cafeteria. Hypothesis 1. There is no significant relation between cafeteria quality of service and customer satisfaction? 2. There is no significant difference on the extent of satisfaction to the cafeteria factors when the following demographic profile are considered: a. Gender b. Age, c. Year Level, d. Dietary Habit, e. Number of semester eating at the cafeteria f. School

Significance of the study School Administration: The result of the study may help to enhance a better education atmosphere where students will have a well satisfied physiological need. Aside from this it will help to develop a good service that meets educational standards of health and nutrition. Cafeteria Personnel: After getting the feedback about service, they can plan for the future, analyze the cost and price, fit this service to the needs of the customer. Scope and Limitations of the study The study focuses on the customer satisfaction in terms of the services by some college cafeterias. The services evaluated were the food quality, variety of the food served, serving time, place ambiance, price and personnel. RESPONDENTS