Salibay,, Maria Rosario U. (2014) Developing a primer for providing service quality for selected higher education institutions in CALABARZON/ Maria Rosario U. Salibay. Dissertation thesis, De La Salle University - Dasmariñas.

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Abstract

This descriptive study was conducted to gain the students’ perceptions regarding the service quality of selected newly established higher education institutions in Region IV-A (CALABARZON). The data gathered using the mixed method approach were used to develop a primer that aims to inform and guide the respective schools in providing service quality, particularly in the non-teaching services of the institution. Purposive sampling method was used in choosing the respondent students. A total of 1,183 responded in the survey method. For the interviews and focus group discussions, a total of 102 students participated. This study answered the following specific questions: 1. What are the students’ perceptions of service quality in the selected newly established HEIs in CALABARZON in the area of: 1.a admissions, 1.b student support services, 1.c academic advising, 1.d counseling services, 1.e health care services, 3 1.f food service areas, 1.g registrar, 1.h accounting, 1.i laboratory, 1.j computer laboratory, 1.k library, 1.l physical plant, and 1.m safety and security? 2. What is the students’ level of perceived service quality 2.a per school, and 2.b overall? 3. What is the students’ level of satisfaction on the services covered in the study 4.a per school, and 4.b overall? 4. What service quality dimension/s is/are most contributory to the overall perceived service quality? 5. Is there a relationship between overall satisfaction and the areas covered in the study? 6. Based on the perceptions of students regarding the quality of services and commonalities, what primer could be proposed to selected HEIs in the CALABARZON area? Findings from the study show that 1. Students need timely and accurate information which can be accessed easily. They expect to connect with the schools’ services through technology such as the internet or through the phone. Students also expect that services paid for will be delivered such as health care, internet access, computer laboratory, and library. The value of students’ feedback is not maximized in schools as students were never asked to evaluate the non-teaching areas. Students would also like to access services without too much waiting time. The capacity of different learning resources to bring the best educational experience is not yet fully achieved, as issues regarding its accessibility, completeness of materials, and equipment are not yet addressed. The specific details which can improve the students’ quality of life inside the campus have not been given particular attention to. For example, providing affordable and nutritious food can impact on the overall health and wellness of students. Likewise, the provision for areas where students can stay to relax or study can also impact on the students’ overall well-being. Measures that will guarantee the safety of the whole community during disasters and calamities are not fully implemented. As newly established institutions, the schools are still on the process of acquiring and building resources and facilities. Students’ experiences about the interpersonal behavior of the employees frequently stood out during the interviews. This suggests that what students remember most are the interactions they have which can be both positive and negative. Employees should be very careful with the manner through which they interact with students. 2. There are similarities and differences in students’ perceptions regarding the quality of services of the areas covered in this study. 3. The schools have systems or services that work; however, students do not find these services to be highly satisfying. 4. Students’ satisfaction was found to be moderately correlated to the different areas covered in this study, except for the laboratory which was found to have a very small correlation with satisfaction. 5. The areas which were found to be most contributory to overall perceived service quality were admissions, library, and safety and security. 6. Based from these findings, a primer was developed which explained the significance of service quality, introduced the concept of service blueprints, and gave specific recommendations that will address the findings of the study.

Item Type:	Thesis (Dissertation)
Additional Information:	CALL NUMBER : D ED MNGT 097 2014
Keywords:	1. Customer services -- Management. 2. Universities and Colleges -- Philippines -- CALABARZON.
Subjects:	L Education > LB Theory and practice of education L Education > LB Theory and practice of education > LB2300 Higher Education
Users:	College of Education > COE Graduate Studies
Depositing User:	Ms. Mary Ann Estudillo
Date Deposited:	02 Feb 2015 08:44
Last Modified:	12 May 2018 06:02
URI:	https://thesis.dlsud.edu.ph/id/eprint/579

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