survey on the service satisfaction of dbcet college canteen
DESCRIPTION
A college canteen is a stall where the students take light Tiffin .The teachers, employees and guests also eat here. A college canteen is a part of college life. We cannot think of our college life without canteen. Students depend much on college canteen. It is the reliable source of their taking foods. Sometimes the outside hotels provide hygienic and poor quality foods that are harmful for health. Students have to take such kind of foods because of the lack of the college canteen. A college canteen is a part and parcel of a college life. It is very useful for the studentsTRANSCRIPT
1
Course Name: Research Methodology and statistical Tools
Course Code: MCCSRM5021
Don Bosco College Of Engineering and Technology
Airport Road, Azara, 781017, Guwahati
Year: 2013
Teacher In Charge: Submitted by:
TABLE OF CONTENTS
Introduction …………………………….……………………………………...2
Name: Dhrubajit Das Roll No: DC2011MCA0003 Name: Dante Haloi Roll No: DC2011MCA0014 Name: Samaresh Debbarma Roll No: DC2011MCA0034
Ms Gypsy Nandi Assistant Professor,Dept. of
Computer Sc. & Engg. and IT,
Don Bosco College of Engineering and
Technology.
2
TABLE OF CONTENTS
1.0 Introduction …………………………………………………………………....3
2.0 Objective of the survey …..……………………………………………………3
3.0 Methodology and procedures ………………………………………………..3
4.0 Details of observation and findings using tables and pie charts ………….. 4-10
5.0 Measure Of Central Tendency and analysis …………………………….11-13
6.0 Sample format of the Questionnaire …………………………………………14
7.0 Conclusion …………………………………………………. ……………...15
8.0 Recommendation ……………………………………………………………15
3
1.0 INTRODUCTION:
A college canteen is a stall where the students take light Tiffin .The teachers,
employees and guests also eat here. A college canteen is a part of college life. We
cannot think of our college life without canteen. Students depend much on college
canteen. It is the reliable source of their taking foods. Sometimes the outside hotels
provide hygienic and poor quality foods that are harmful for health. Students have
to take such kind of foods because of the lack of the college canteen.
A college canteen is a part and parcel of a college life. It is very useful for the
students
2.0 OBJECTIVE OF THE SURVEY:
To review the operations of the canteen and make recommendations to the
administration on ways
To improve the taste, choice and quantity of the food
Improve the sanitation of preparation and
Improve the physical appearance
3.0 METHODOLOGY AND PROCEDURES:
The descriptive method was used and gathered information through the use of a
survey questionnaire as an instrument. The descriptive method was used to assess
the operations and policies involved in the management of Canteen. The researcher
administered same questionnaires to group of respondents: the administrative
faculty The Respondents were 19 .The study was also conducted to determine the
effectiveness of the service and satisfaction on management of the canteen.
The results were analyzed to determine the observations of the respondents.
Research data were encoded, analyzed and presented in table. The appropriate
Statistical analysis using MATLAB was used to interpret data.
4
4.0 DETAILS OF OBSERVATION AND FINDINGS USING TABLES AND PIE CHARTS
1. The Staff are Friendly and Approachable.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 1
2 11 1 0
Percentage 5.263157895
10.52631579
57.89473684
5.263157895
0
2.The Staff are calm during stressful situations.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 1
5 9 1 0
Percentage 5.263157895
26.31578947
47.36842105
5.263157895
0
5
3. Calmly interact with customers under all kinds of situations
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
3 6 6 0
Percentage 0
15.78947368
31.57894737
31.57894737
0
4.The Staff can accommodate all the costumers.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
2 5 5 2
Percentage 0
10.52631579
26.31578947
31.57894737
10.52631579
6
5.The staff has a pleasing personality.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
4 6 3 1
Percentage 0
21.05263158
31.57894737
15.78947368
5.263157895
6. The Canteen is having a modern kitchen equipped with facilities for hygienic food preparation.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 4
4 4 4 1
Percentage 21.05263158
21.05263158
21.05263158
21.05263158
5.263157895
7
7.Observe proper wastes disposal.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 1
1 2 7 5
Percentage 5.263157895
5.263157895
10.52631579
36.84210526
26.31578947
8.Well ventilated and cool station for eating.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 1
3 7 4 0
Percentage 5.263157895
15.78947368
36.84210526
21.05263158
0
8
9. Sufficient tables and chairs that can accommodate the costumers.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 3
2 3 6 1
Percentage 15.78947368
10.52631579
15.78947368
31.57894737
5.263157895
10.Tables and chairs are arranged properly to avoid over population or crowded.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 3
2 3 6 1
Percentage 15.78947368
10.52631579
15.78947368
31.57894737
5.263157895
9
11.Provide quality food and snack at lowest cost.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
2 8 2 2
Percentage 0
10.52631579
42.10526316
10.52631579
10.52631579
12. Foods are served freshly and tasty every day.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
1 0 9 5
Percentage 0
5.263157895
0
47.36842105
26.31578947
10
13.Foods have a variety and seasonal.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
0 3 7 5
Percentage 0
0
15.78947368
36.84210526
26.31578947
14. Caters to the nutritional needs of the costumers.
Option Very Much Satisfied
Strongly Agree
Satisfied/ Agree
Barely Agree
Not satisfied/Disagree
No. Respondent 0
0 5 4 5
Percentage 0
0
26.31578947
21.05263158
26.31578947
11
5.0 MEASURE OF CENTRAL TENDENCY
Q.10. Tables and chairs are arranged properly to avoid over population or crowed.
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Q6. The canteen is having a modern kitchen equipped with facilities for hygienic food preparation.
13
Q4. The staff can accommodate all the customers.
14
6.0 SAMPLE FORMAT OF THE QUESTIONAIRE:
A Survey on Service Satisfactory of Don Bosco College of Engineering and Technology Canteen
DIRECTION: Please rate how strongly you agree or disagree with each of the following statements by encircling the number.
1- Not satisfied/Disagree
2- Barely Satisfied/ Barely Agree
3- Satisfied/ Agree
4- Very Satisfied/ Strongly Agree
5- Very Much Satisfied/ Very Strongly Agree
STAFF SERVICES
1. The Staff are Friendly and Approachable. 5 | 4 | 3 | 2 | 1 |
2. The Staff are calm during stressful situations. 5 | 4 | 3 | 2 | 1 |
3. Calmly interact with customers under all kinds of situations, 5 | 4 | 3 | 2 | 1 |
4. The Staff can accommodate all the costumers. 5 | 4 | 3 | 2 | 1 |
5. The staff has a pleasing personality. 5 | 4 | 3 | 2 | 1 |
PHYSICAL FACILITIES/ AMBIENCE
6. The Canteen is having a modern kitchen equipped with facilities for hygienic food preparation. 5 | 4 | 3 | 2 | 1 |
7. Observe proper wastes disposal. 5 | 4 | 3 | 2 | 1 |
8. Well ventilated and cool station for eating. 5 | 4 | 3 | 2 | 1 |
9. Sufficient tables and chairs that can accommodate the costumers. 5 | 4 | 3 | 2 | 1 |
10. Tables and chairs are arranged properly to avoid over population or crowded. 5 | 4 | 3 | 2 | 1 |
FOOD
11. Provide quality food and snack at lowest cost. 5 | 4 | 3 | 2 | 1 |
12. Foods are served freshly and tasty every day. 5 | 4 | 3 | 2 | 1 |
13. Foods have a variety and seasonal. 5 | 4 | 3 | 2 | 1 |
14 Caters to the nutritional needs of the costumers. 5 | 4 | 3 | 2 | 1 |
15. Keep all foods on display covered to protect them from flies and dust 5 | 4 | 3 | 2 | 1
Name (optional): _________________________
Gender: ________________________
Form No :
Survey Topic: Service Satisfaction of DBCET Canteen
Teacher In Charge : Ms Gypsy Nandi
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7.0 CONCLUSION
The most important finding of this study is the need to provide proper training for
canteen staff. Enough knowledge is imperative to canteen managers for the role is to
make decisions that will affect the entire canteen organization.
Formal trainings and seminars needed by all canteen staff and officials so that they will
improve their skills on the proper handling of food, food preparation, food selection,
customer satisfaction through effective interpersonal skills and total quality management of
all the aspects necessary for an improved and well-managed canteen.
The respondents found the food repetitive and limited d lacking the necessary nutritional
value needed by the teachers
Among the major findings, the quality of service given was found to be adequate since the
canteen official s and staffs are doing their assigned roles.
8.0 RECOMMENDATION
More people to serve food
Staff in canteen should wear gloves and hair nets
More seating area.
Prices clearer
Canteen temp to be cooler
More social space required
Healthier food