Appendices B
Letter to respondents
Dear respondent,
Good day!
We are Grade 12 ABM students from Section Pomelo conducting a study entitled “ Canteen
Service Quality and Students Satisfaction”. The purpose of this study is to determine the
level of Service Quality and Students Satisfaction provided by the school canteen or Llorente
National HighSchool.
We respectfully request your participation in this research. Your honest and thoughtful
responses to the questions will greatly assist us in accurately analyzing the data. Please rest
assured that all information gathered will be treated with the utmost confidentiality. If you
would like, we would be happy to share the results of the study with you.
Your participation is highly appreciated.
- Researchers
Appendices C
Survey Questionnaire
Name (Optional): ________________ Grade & Section:_____________
Directions: For each statement in the survey, please indicate how much you agree or
disagree with the statement by putting a check in the box on the right side of the
statement. There are no right or wrong answers. Your answers will be kept strictly
confidential and you will not be identified.
Rating Scale Description
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
Part I. Canteen Services Quality
Source: Dela Peña et. Al (2024) Evaluation of Students Satisfaction on Canteen Service
Quality.
A. Tangibility 5 4 3 2 1
1. The canteen staff is well-dressed and
appears neat and have complete and
functional equipment for the school
canteen.
2. The canteen staff keeps the physical
appearance of the school canteen neat
and presentable.
3. The staff have complete and functional
equipment for the school canteen.
4. They assign good canteen staff.
5. They provide comfortable facilities in
the school canteen.
B. Assurance
1. The canteen staff show positive
behavior towards the students.
2. The canteen staff shows knowledge of
products sold in the canteen.
3. The canteen staff can inspire students.
4. The canteen staff shows courtesy and
politeness to the students.
5. The canteen staff conveys trust and
confidence.
C. Empathy
1. The canteen staff asks students nicely
and cheerfully.
2. The canteen staff understands the
specific needs of the students.
3. The staff shows concern or care for the
students
4. The staff listens to the concerns of the
students
5. The staff shows kindness to students.
D. Reliability
1. The canteen staff keep their service
accurate.
2. The canteen staff keeps being cheerful
and kind all the time.
3. The canteen staff have a good attitude
when entertaining the student.
4. The canteen staff shows sincere
interest in the students.
5. The canteen staff keep the service
dependable and accurate.
A. Responsiveness
1. The canteen staff provide good and
quality service
2. The canteen staff respond to the
student's needs.
3. The canteen staff provide prompt
service.
4. The canteen staff have the heart to
willingly serve and help the students.
5. The canteen staff never snap to
respond to their student’s requests.
Part II. Students Satisfaction
A. Pricing 5 4 3 2 1
[Link] food in the canteen is affordable
to students.
2. The prices in the canteen are
appropriate for the food being sold.
3. The students avoid certain foods or
items due to the price.
4. Some of the food or items in the
canteen are overpriced.
5. The prices in the canteen need
improvement.
B. Cleanliness
1. The canteen's cleanliness is well-
maintained.
2. The canteen staff wear a hair net
and gloves to observe cleanliness in
the preparation and handling of food.
3. The canteen has accessible trash
bins.
4. Students should take responsibility
for their garbage.
5. The canteen needs improvement
regarding cleanliness.
C. Food Quality
1. The food in the canteen is delicious
and nutritious.
2. The food displayed is presentable,
neat, and clean.
3. The food is appetizing and cooked
appropriately.
4. Food in the canteen is not healthy
enough for the students.
5. The canteens needs to improve the
quality of the food they
