An Evaluation of the Student Services at the Rizal Technological University (RTU) College of Business and Entrepreneurial Technology: A Tool for a Comprehensive Student Services Program

Alexander G. Cortez ., Imee L. Resurreccion ., Edna P. Conwi .

Abstract


Interest in the quality of education has grown considerably over the past years. Higher education institutions are increasingly placing greater emphasis on improving service quality and student satisfaction. As universities become more student orientated, student perceptions of student services are becoming more important. This study attempted to evaluate the degree of service quality and level of satisfaction on the services provided by the institution. The study made use of the descriptive-normative-survey approach. The respondents comprised 272 college students which were purposively selected from the six academic departments from the College of Business and Entrepreneurial Technology. A researcher-made instrument was used to gather data. This study disclosed the degree of service quality got an Over-All Weighted Mean of 2.69 which falls under “average quality” category. On other hand, the level of satisfaction obtained an Over-All Weighted Mean of 3.14 which falls under “satisfied” category. The top three problems were identified as delays during enrolment period, inconvenient hours of operation and discourteous and unaccommodating personnel. There is a significant difference between degree of service quality and level of satisfaction. The students rating to satisfaction is higher than service quality.

Keywords


student services, student satisfaction, service quality, higher institutions.

Full Text:

PDF

References


Apellado, Joefel G, (2007). Student Perceptions of the Effectiveness of Student Services in Adventist College in the Philippines. CIRCLE, 10,1

Audin, K., and Davy, J., (2003). University quality of life and learning: an approach to student well-being, satisfaction and institutional change. Journal of Further and Higher Education, 27,365-382

Baker, S.H. (2000). School Counselling for the twenty-first century. Englewood Cliffs, New Jersey: Prentice-Hall.

Blimling, G. (2001). Uniting scholarship and communities of practice in student affairs. Journal of College Student Development. 42, 381-396

Casey, L. Quinn, J., Slack, K. and Thomas, L. (2003) Student services project: Effective approaches to retaining students in higher education.

Cullen, Rowena. (2001) Perspectives on User Satisfaction Surveys. Library Trends, 49, 662-688

Elliot, K. M., & Shin, D. (2002). Student satisfaction: an alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24, 197-209

Goetsch, D.L and Davis S.B (2003). Quality Management: Introduction to Total Quality Management for Production, Processing and Services. New Jersey: Prentice Hall.

Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, 16, 223-242

Mc Innis, Craig, (2002). Signs of Disengagement: responding to the changing work patterns of full time undergraduates in universities. Educational Research Information System

Mendez III, Vicente Camilo T., (2007), The Implementation of Electronic Student Record. Management Systems Selected Higher Education Institutions in the National Capital Region (Unpublished doctoral dissertation), Rizal Technological University, Mandaluyong, Philippines.

Pascarella, Ernest T. and Terenzini, Patrick T. (2005). How College Affects Students: A Third Decade of Research, 2

Sandeen, A., & Barr,M. J. (2006). Critical issues for student affairs. San Francisco, CA: Jossey-Bass.

Schuh, J. H., & Upcrat, M. L. (2008). Assessment methods in student affairs. San Francisco, CA: Jossey-Bass

Upcrat, M. L., & Schuh, J. H. (1996). Assessment in student affairs: A guide for practitioners. San Francisco, CA: Jossey-Bass.


Refbacks

  • There are currently no refbacks.




Editorial Office:

Educational Research Multimedia & Publications,
S.N. 21, Plot No 24, Mirza Ghalib Road Malegaon Nasik,
Maharashtra India - 423203.
+919764558895 (whatsapp),
editor@scholarshub.net, www.scholarshub.net

Copyrights © 2010-2020 - ERM Publications, India     

This work is licensed under https://creativecommons.org/licenses/by-sa/4.0/