Exploring Quality of Student Services of a Philippine State University Satellite Campus Using Servqual and Service Improvement Matrix

Abstract

The growing competition in higher education which traverse beyond boarders have urged universities and colleges to put premium on its quality service as it directly relates to student's satisfaction and dissatisfaction. In this paper, the quality of student services of a university was assessed using SERVQUAL model and priorities for improvement were identified using service improvement matrix. The data were gathered from 175 students enrolled in one of the satellite campuses of a Philippine state university using a validated modified service quality assessment survey instrument. The data were analyzed using descriptive statistics, gap analyses and service improvement matrices. The findings revealed that quality of students' services generally fell short of students' expectations across all indicators, servicing units and dimensions of which responsiveness showed the highest negative gap while tangibles got the lowest negative gap among all dimensions. Service improvement matrices were developed by plotting students' expectations and experiences and revealed improvement priorities that will then the basis of the university in instituting reforms so as to address these negative gaps.

Students’ Satisfaction on School Services in a State College in the Philippines

“…For the School Canteen, students showed lower satisfaction and the underperforming area along with the Criminology Laboratory. Studies shows that the canteen was poorly rated by the students because of food services, and under performance (Sarsale & Caday, 2020) and Awang and Ismail (2010) identified service improvement on this area in the university and colleges.…”

“…This finding was also considered in a study conducted in leading Philippine state universities in Eastern Visayas. The authors recommend for the additional staff to improve responsiveness and timeliness of giving feedback especially during peak periods (Sarsale & Caday, 2020).…”

“…Higher Education Institutions (HEIs) is a tertiary level of education recognized as one of the most critical tools in fostering a nation's economic growth and development (Mukhtar, Anwar, Ahmed, & Baloch, 2015). Higher education is increasingly viewed as a service sector, emphasizing the significance of meeting clients' needs and expectations in order to attain the intended position and share of the student market (Sarsale & Caday, 2020). Ensuring excellent service delivery to increase efficiency, loyalty, students' retention, and a conducive learning environment is a challenge to achieve a competitive advantage over other institutions (Schertzer & Schertzer, 2004).…”

Records Management Strategies and Professional Performance of Administrative Staff

“…Accordingly, student satisfaction has long been a key indicator of a university's ability to provide high-quality services. With the increased competition in higher education, which now extends beyond borders, universities and colleges were prompted to prioritize quality service, which is directly related to student satisfaction and dissatisfaction (Sarsale, 2020). Furthermore, as a continuous process, regular training sessions and paying attention to what customers have to say about their experience are expected (Sherman, 2019).…”

Applying SERVQUAL for Measuring Customer Satisfaction on Institute for Research and Community Service: A Case Studi at Universitas Muhammadiyah Surakarta

“…There is a relation between the service quality and customer satisfaction (Parasuraman, Zeithaml, and Berry 1988;Tjiptono and Chandra 2016), hence this factor needs to be assessed and improve. Studies on designing instrument to measure the service quality in higher education have been quite intensively done by scholars (to name a few Aicha 2018; Annamdevula and Bellamkonda 2016;Ferreira et al 2021;Khoo, Ha, and McGregor 2017;Munteanu et al 2010;Purnama and Sailah 2017;Sarsale and Caday 2020;Tan, Choong, and Chen 2022;Waugh 2002 andYanova 2015). However, instrument for evaluating the service quality of research and community service (P2M) that required by one of the nine accreditation criteria (BAN-PT 2019) have not been well established.…”