Acknowledgment
I would like to express my heartfelt gratitude to all those who made this project
possible. Special thanks to my Principles of Business teacher, Ms.reid, for
providing guidance and support throughout the process. I am also grateful to the
management and staff of the Manning’s School canteen for their cooperation and
willingness to share information. Finally, thanks to my classmates for
participating in surveys and sharing their insights, which were instrumental in
completing this project.
Introduction
The Manning's School canteen serves as an essential facility that supports the
nutritional needs of students and staff. Despite its importance, concerns about
customer satisfaction have been raised, including complaints about long waiting
times, limited healthy food options, and pricing. This project aims to investigate
these issues and propose recommendations to improve the canteen's operations,
ensuring it better meets the needs of its users.
Purpose of the Project
The primary purpose of this project is to examine the factors affecting customer
satisfaction at the Manning’s School canteen. By analyzing customer
preferences, wait times, pricing, and cleanliness, the project seeks to identify
areas for improvement and propose actionable recommendations to enhance the
overall dining experience.
Methodology
To collect data, the following methods were employed:
1. Surveys/Questionnaires: Distributed to 50 students and 10 staff
members to gather feedback on food quality, waiting times, pricing, and
cleanliness.
2. Interviews: Conducted with the canteen manager and two staff members
to understand operational challenges.
3. Observation: Conducted during peak lunch hours to assess customer
flow and service efficiency.
Data were analyzed using graphs and charts to identify trends and areas
requiring intervention.
Data Collection Instruments
A survey questionnaire was designed to capture the opinions of students and
staff regarding the canteen’s services. The survey included questions about food
preferences, pricing, and satisfaction levels with various aspects of the canteen.
(Refer to Appendix for the full survey.)
Presentation of Data
Key Findings from Surveys:
● Food Preferences: 40% of respondents prefer fast food, while 30% lean
toward healthy meals.
● Waiting Time: 60% of respondents reported waiting over 10 minutes
during peak hours.
● Cleanliness: 75% of respondents rated cleanliness as “Average” or
below.
● Pricing: 50% of respondents felt prices were too high for the portion sizes
offered.
(Refer to graphs and charts in the Appendix for detailed visual representation.)
Analysis and Interpretation of Data
The data revealed significant dissatisfaction with waiting times, as more than
half of the respondents found them excessively long. While fast food remains the
most popular option, there is a growing demand for healthier meals. Cleanliness
of the canteen was another major concern, with the majority of respondents
giving it an average or below-average rating. Pricing was also an issue, as many
felt it did not align with the portion sizes provided.
Findings
1. Long waiting times during peak hours negatively impact customer
satisfaction.
2. There is a notable demand for healthier meal options among students and
staff.
3. Cleanliness levels are not meeting customer expectations.
4. Pricing is perceived as high relative to portion sizes and quality.
Recommendations
1. Implement a Pre-Order System:
Introduce a mobile or paper-based pre-ordering system that allows
students to order meals in advance, reducing waiting times during lunch
breaks.
2. Expand Healthy Meal Options:
Add nutritious options such as salads, fruit cups, and whole-grain snacks
to cater to health-conscious customers.
3. Enhance Cleanliness Measures:
Schedule additional cleaning shifts during peak hours and place hand
sanitizing stations near the serving area.
4. Review Pricing and Portion Sizes:
Conduct a cost analysis to adjust pricing and ensure it aligns with portion
sizes and quality expectations.
5. Establish a Feedback Mechanism:
Set up a suggestion box or a regular online survey to continuously gather
feedback and identify areas for improvement.
