Capstone Very New

Republic of the Philippines
SURIGAO DEL SUR STATE UNIVERSITY

Tandag City, Surigao del Sur
GRADUATE SCHOOL
I. Introduction and Rationale of the Assestment
Review of Related Literature
Review of Related Literature
This chapter presents the status of the students as regular, irregular,
and working student in St. Francis Xavier College. The student’s satisfaction
towards the services rendered by the school in comparison between the old
administration and new administration. The students satisfaction in terms of
enrolment management, subjects, teaching factor, building, facilities and
equipment, tuition fees, examination Policy. This factor’s affect the student’s
choice in choosing St. Francis Xavier College to be their preferred school to
enrol with.
Student Satisfaction
According to the BNET business library definition of customer satisfaction, it is
the degree to which customer expectations of a product or service are met or
exceeded. Satisfaction is a function of relative level of expectations and
perceived performance. According to Carey, Cambiano and De Vore (2002)
satisfaction actually covers issues of students' perception and experiences
during the college years.

GRADUATE SCHOOL
Researchers like Oliver (1981); Brady and Robertson (2001); Lovelock,
Patterson and Walker (2001) conceptualize customer satisfaction as an
individual's feeling of pleasure or disappointment resulting from comparing a
product's perceived performance (or outcome) in relation to his or her
expectations.
There are so many studies involving satisfaction in relation to the perspective
of the customer. The researcher in this study considers students as
customers since in the current atmosphere of higher education marketplace,
students have become "customers" as fee payers can demand that their
views be heard and acted upon (William, 2002).
Service Quality
There are many researchers who have defined service quality in different
ways. For instance, Bitner, Booms and Mohr (1994, p. 97) define service
quality as 'the consumer's overall impression of the relative inferiority /
superiority of the organization and its services'. While other researchers (e.g.
Cronin and Taylor, 1994; Taylor and Cronin, 1994) view service quality as a
form of attitude representing a long-run overall evaluation, Parasuraman,
Zeithaml and Berry (1985, p. 48) defined service quality as 'a function of the
differences between expectation and performance along the quality
dimensions'. This has appeared to be consistent with Roest and Pieters'
(1997) definition that service quality is a relativistic and cognitive discrepancy

GRADUATE SCHOOL
between experience-based norms and performances concerning service
benefits.
Enrolment Management
Enrolment management is not just an organizational concept. It is both
process and a series of activities that involve the entire campus” (Hossler &
Bean, 1990). Dennis (1998) defines enrolment management as forecasting
trends that will affect higher education and utilizing research to plan for the
future (Dennis, 1998). Second, Dennis list the following attributes of those
who understand enrolment management. Hossler and Bean conclude that
there are two goals of enrolment management. “First, to exert more control
over the characteristics of the student body and two control the size of the
student body” (& Bean, 1990, p.5) Given these two perspectives, one would
say that enrolment management is concerned with the attraction and retention
of the students (Braxton, Vesper & Hossler, 1995). Donhardt (1995), fells that
enrolment management involves the influence of the whole enrolment picture
from recruitment through graduation.
Bateman & Spruill (1995) found that enrolment management extends to the
educational outcomes of attendance. Hossler & Bean (1990) “efforts to
influence the characteristics and the size of enrolled students bodies by
directing the activities of the offices of admissions, financial aid new student
orientation, carrier planning, retention and a number of student affair areas”

GRADUATE SCHOOL
(Dennis, 1998). Tinto & Russo (1994) report that the success of enrolment
management programs has been only moderately successful. In traditional
way of enrolling, manual enrolment system is commonly used as a way of
enrolling students to and is continuing to used now a days. In manual way of
registering and enrolling students they must have to fill up first using ballpen
and an enrolment form sheet given by their teachers. By the help of different
developers and programmers, they have developed different system about
the registration and enrolment process. Computerized, online registration and
online enrolment systems that helps the school for having an easier process
of managing students information.
Subject management
Time can be interpreted as a resource and, as such, the amount of time
devoted to the education of children is often examined as a separate and
central resource in the educational process (Baker, Frabega, Galindo, &
Mishook, 2004). However despite its simplistic appearance, time in an
educational setting is a complex issue. This is partially because the amount of
time actually spent on instructional tasks and the efficiency of instruction are
hard to determine- instructional time is dependent on its relationship to
curriculum and instructional quality (Baker et al., 2004). However, discussions
regarding education and the notion of time typically gravitate toward a focus
GRADUATE SCHOOL
on the school year and on the school day, and it is from this perspective that
the concept is examined.
Quality of Teaching
Every student enrolled in the institution of higher education dreams for a
better quality of teaching and learning’s, and the university which provides
quality teaching and learning is something they would be proud to have. The
quality will also enable the college to motivate the students better than the
other institutions do. Hence, it is very important for the higher education to
prioritized the quality of teaching and learning, Chong and Crowdher (2005)
focus more on the quality of higher education in relation to student which
encompasses what is learn by the students, what is understood by them, what
tasks they can perform, and the extent of competence the student acquire as
the result of the interaction between the students and lecturers.
Building
A recent study by the American society of Civil Engineers reports that 75% of
the nation school buildings are inadequate (Kerr, 2003). This has occurred
coincidentally while student performance for many of our nation’s students
has remained stagnant (US. Department of Education, 2003). The research is
clear that a strong link exists between the school building and the learning
process (Blair, 1998). Oft cited researchers earth man and lemasters (1996)
GRADUATE SCHOOL
have pointed out that students surrounded by a safe, modern and
environmentally controlled environment experience a positive effect on their
learning’s.
Facilities & Equipment
According to Knezevich (1975) he emphasized that physical needs are met
through provision of safe structure, adequate sanitary facilities, be balance
visual environment, appropriate thermal environment, and sufficient shelter
space for his work and play. His emotional needs are met by creating
pleasant surroundings, a friendly atmosphere and an inspiring environment.
School facilities play a vital role in the actualization of educational goals and
objectives by satisfying the physical and emotional needs of the staffs and
students of the school. Henceforth, school facilities can be briefly regarded to
us the items which makes teaching and learning possible in a school. In
others words, school facilities can be referred to us the human and physical
resources that are needed used in the school in order to aid learning and
teaching. By human resources we mean the personnel are employed in the
school to insure learning. They include the principal, the head masters, the
teachers and administrative staff etc. the human resources can also be seen
as the greatest and most full facilities a school can ever have, the reason
being that no matter how a school is physically facilitated if there are no
human resources in it, there can be no learning, invariable there will be no

GRADUATE SCHOOL
school, while physical resources can be seen as those materials which can
give health support or comfort to the school organization country or an
individual for example, the building, the library, cheers textbooks, classroom,
chalk board, sporting fields environment.
Examination Policy
According to UB statement of principle on Academic Integrity the university
has a responsibility to promote academic honesty and integrity and to develop
procedure to deal effectively with instances with academic dishonesty.
Students are responsible for the honest completion and representation of their
work, for the appropriate citation of sources, and for respect for others,
academic endeavours. By pleasing their name on academic work, students
certify the originality of all work not otherwise identify by appropriate
acknowledgement.
GRADUATE SCHOOL
Conceptual Framework
The figure below identifies the variables in the study and describes
their difference. There will be two service qualities in this study, namely the
old administration and the new administration which will both approaches the
level of student’s satisfaction. The level of student’s satisfaction will be
measured and will be compared to see if there is a difference in the services
rendered by St. Francis Xavier College towards old and new administration.
Service Quality
A. Old Administration
Student Level of Satisfaction
B. New Administration
Figure 1.1 Schematic Diagram

GRADUATE SCHOOL
II. Objective of the study
The study sought to accomplish the following objectives:
1. Determine the student’s status of the respondents.
2. Determine the level of satisfaction of the students of the services
rendered by the old and the new administration.
3. Determine whether there is a significant difference between the level of
satisfaction of the students between the old and the new
administration.
III. Methodology
Research Method and Environment
St. Francis Xavier College is located at Brgy. 5 San Francisco
Agusan del Sur, it provides different programs namely: Bachelor of Science in
Business Administration, Bachelor of Science in Accountancy, Bachelor of
Science in Office Administration, Bachelor of Science in Information
Technology, bachelor of Science in Elementary and Secondary Education,
And Bachelor of Science in Criminal Justice. This education Institution has

GRADUATE SCHOOL
many facilities like Junior and Senior High school Building, Canteen, Science
Laboratory, Computer Laboratory, And Criminology Laboratory.
Respondents
The college students of six (6) programs of St. Francis Xavier
College was the chosen participants of this study and it will be done by
random sampling. The said college students of six programs was chosen
because they witnessed the old and new administration. As a result, the
conduct of the study and the collection of results were made convenient
Instrument
This study used adapted questionnaires for data gathering. The type
of questionnaire used is structured or closed form because questions are
short and answerable through checking an item that repondents found
favorable. This questionnaire intends to collect facts on the level of
satisfaction of students in relation with services rendered by old and new
aministration.
Data Analysis
The following techniques will be used to analyse the data gathered.

GRADUATE SCHOOL
Arithmetic Mean- This will be used to determine the average of
service satisfaction of the students in SFXC towards Old and new
administration, which then identified the level of student satisfaction.
Correlation- This will be used to determine the mean difference
in the service quality of SFXC towards student satisfaction.
Regression - This was used to determine the mean difference in
the scores of the highly satisfied students in six (6) programs.
Statistical Treatment
The data collected by the researcher is being analyzed and scrutinized
using the statistical analysis and its tools. Frequency counting and weighted
average are used to get the results of the survey. Questionnaire was
tabulated and data were arranged according to the number of respondents
and computed through its percentage, value and ranking.
IV. The Study Report
ANALYSIS AND RESULT
This chapter describes the analysis and results of the gather data. The
respondent’s characteristics of the study have very significant role to play in
expressing and giving the responses about the problem.

GRADUATE SCHOOL
I. Employed status of the respondents is presented in the table;
Table 4.1
Student f Percentage
STUDENT STATUS
s70%
Status
Regular
60% 18 60%
Irregular
50% 11 36.67%
Working
40% 1 3.33%
Students
30%
Total
20% 30 100%
10%
0%
regular Irregular Working work
Figure 4.1
The result show that out of 100%, 60% of the respondents are regular,
36.67% of the respondents are irregular while 3.33% of the respondents are
working student. This result implies that majority of the students enrolled in St.
18
Francis Xavier college are regular students.
GRADUATE SCHOOL
2. Level of satisfaction of the student of the service by the old and new
administration in terms of:
ENROLLMENT MANAGEMENT
New Old
Administration Administration
F % F %
Very 16 8.9 - - Table 4.2 Figure 4.2

Satisfied
100
90
Satisfied 159 88.3 97 53.9
80 New
Dissatisfied 5 2.8 Administration
69 38.3
70
,
Very
60 - - Old 14 7.8
dissatisfied
50 Administration
40
30
20
10
0
Table 4.2 show that in new administration has the percentage eighty eight
(88.3%) satisfied, while in old administration fifty three (53.9%) are satisfied. It
is clear that in new administration, enrolment management has the highest

GRADUATE SCHOOL
percentage of satisfied student. The level of Satisfaction of student had
improved in new administration in terms of Enrolment management.
SUBJECT MANAGEMENT
New Old
F % F %
Very Satisfied 4 4.4 - -
Satisfied 83 92.2 53 58.9
Dissatisfied 3 3.3 33 36.7 Table 4.3

Figure 4.3
Very - 4 4.4
100
dissatisfied
80
New
60 administration
40 Old
20 administration
0
ve issa ed
sa ed
ed
ati d
di fie
fi
fi
sfi
tis
tis
tis
sa
ss
ry
d
ve
ry
Table shows it has improvement in the subject management; it had the
satisfactory of 92.2% in the new administration while in old administration it

GRADUATE SCHOOL
had satisfactory of 58.9%. It is clear that the level of satisfaction rendered by
school has enhancement in terms of subject management.

Facilities and Equipment
New Old
F % F %
Very 14 5.9 - -
Satisfied
Satisfied 210 87.5 183 76.3

Table 4.4 Figure 4.4
Dissatisfie 16 6.7 47 19.5
250
d
200
Very - - 10 4.2 New
150 Administration
dissatisfied 100
Old
50 Administration
0
GRADUATE SCHOOL
Table shows the level of student satisfaction in terms of facilities and
equipment. It is clear that the satisfaction of student has increase. New

Teaching Factor
administration has percentage of
New Old
Administration Administration 87.5% of satisfactory while in old
F % F %
administration has 76.3% of
Very 10 6.7 - -
satisfactory.
Satisfied
Satisfied 137 91.3 116 77.3
Dissatisfie 3 2 28 18.7
Very - - 3 2
dissatisfied
21
Table 4.5
Figure 4.5
100
80 New
60 administration
40 Old
administration
20
0
GRADUATE SCHOOL
EXAMINATION POLICY
New Old
Administratio Administration
n
F % F % The table shows the new

Very 2 3.33 - - administration has the highest
Satisfied percentage of 95% and 80% in

Satisfied 57 95 48 80 the old administration in
Dissatisfie 1 1.7 6 10
satisfactory. It’s describing the
d
level of student satisfaction in
Very - - 6 10
terms examination policy. This
dissatisfied
views the service quality as a
form of attitude representing a long-run overall evaluation (e.g. Cronin and
Taylor, 1994; Taylor and Cronin, 1994).
100
90
80
70
60 Table 4.6 Figure 4.6
50
40 New
30 administration
20 Old
10 administration
0
GRADUATE SCHOOL
The table shows the new administration has the highest percentage of 95%
and 80% in the old administration in satisfactory. It’s describing the level of
student satisfaction in terms examination policy. This views the service quality
as a form of attitude representing a long-run overall evaluation (e.g. Cronin
and Taylor, 1994; Taylor and Cronin, 1994).
RESULT
New Old
GRADUATE SCHOOL
4 3 2 1 Total 4 3 2 1 Total
Enrolment 9% 88% 3% - 100% - 54% 38% 8% 100%
Management
Subject 4% 92% 3% - 100% - 59% 37% 4% 100%
Management
Facilities and 6% 87% 7% - 100% - 76% 20% 4% 100%
Equipment
Teaching Factor 7% 91% 2% - 100% - 77% 19% 2% 100%
Examination 3% 95% 2% - 100% - 80% 10% 10% 100%
Policy
Table 4.7
Table 4.7 shows the overall result of the entire dimension. It is clear that the
service rendered by the old administration and new administration of Saint
Francis Xavier College has improvement. New administration has the highest
satisfactory of student than the old administration. Examination policy has the
highest percentage in satisfactory of both new and old administration of the
entire dimension. It has the highest improvement of the entire dimension.
Service quality view as a form of attitude representing a long runs overall
evaluation (Cronin and Taylor, 1994). Service quality as a function of the
differences between expectation and performance along the quality
dimensions( Parasuraman, Zeithaml and berry).

GRADUATE SCHOOL
GRADUATE SCHOOL
100
90
80
70
60
50 New administration
Old administration
40
30
20
10
0
Very Satisfied Satisfied Dissatisfied Very dissatisfied
Figure 4.7 show that there is significant difference of student satisfaction
towards the services rendered by the old and new administration of Saint
GRADUATE SCHOOL
Francis Xavier College. It is clear that the service in new administration has
improvement. Parasuraman, Zeithaml and Berry (1985, p. 48) defined service
quality as 'a function of the differences between expectation and performance
along the quality dimensions. New administration has high rate of satisfied
student and low rate of dissatisfied student than old administration.
Table 4.8
New Administration Old Administration
4 3 2 1 4 3 2 1
Enrolment Management
Availability of staff to assist you 3.3% 96.7 - - - 60% 30% 10%
6.7% 93.3 - - - 66.7 30% 3.3%

Availability of faculty to assist you
%
Capacity of faculty to solve problem 6.7% 70% 23.3 - - 76% 14% 10%
when they arise %
Capacity of Staff to solve problem 3.3% 96.7 - - - 40% 50% 10%
when they arise %
Staff are willing to dive students 13.3 80% 6.7% - - 53.3 40% 6.7%
individual attention % %
GRADUATE SCHOOL
School personnel are fair and 13.3 80% 6.7% - - 40% 50% 10%
unbiased in their treatment of %
individual students.
Subject Management
- - 70% 30 - 96.7 3.3% -

Favourable to working students
% %
- 6.7% 90% 3.3 - 46.7 46.7 6.7%

Conflict of time
% % %
96.7 3.3% - - - - 36.7 63.3

Limited Slots
% % %
Facilities & equipment
Building appearance and grounds - 90% 10% - - - 30% 70%
3.3% 83.3 13.3 - - - 30% 70%

Availability of parking area
%
10% 90% - - - - 16.7 83.3

Layout of classrooms
% %
3.3% 96.7 - - - 76.7 23.3 -

Well- lighted classrooms
% % %
- 90% 10% - - 10% 26.7 63.3

Classrooms ventilations
% %
Spacious classroom 6.7% 93% - - - - 10% 90%
Degree to which classrooms and study 10% 76.7 13.3 - - 13.3 16.7 70%
GRADUATE SCHOOL
rooms are comfortable % % %
13.3 80% 6.7% - - - 80% 20%

Decoration and atmosphere
%
Adequacy of computers provided in 10% 80% 10% - - 6.7 60% 33.3
the laboratory for students %
23.3 73.3 3.3% - - 3.3% 73.4 23.3

Up-to-date computers
% % % %
Up-to-date software used in 20% 76.7 3.3% - - 10% 70% 20%
computers %
- 3.3 73.4 23. - - 60% 40%

Access to the Internet /email
% 3
16.7 73.3 10% - - - 70% 30%

Accessibility of computer facilities
% %
Opening hour of computer rooms fits 13.3 80% 6.7% - - 70% 16.7 13.3
students varied schedule % % %
Teaching Factors
Research efficiency/productivity of 3.3% 93.3 3.3% - - 20% 76.7 3.3%
teachers % %
10% 86.7 3.3% - - 73.3 20% -

Academic credentials of teachers
% %
Communication skills: courses are well 3.3% 96.7 - - - 83.3 13.3 3.3%
taught by the teachers in this school % % %

GRADUATE SCHOOL
6.7% 93.3 - - - 76.7 20% 3.3%

Innovative teachers
% %
10% 86.7 3.3% - - 76.7 20% 3.3

Teaching capability of teachers
% %
Examination Policy
No permit no exam 40% 60% - - - - 75% 25%
V. Conclusion
In this chapter of the study, the researcher would discuss the important
findings of the study in terms of the research objectives. The study wants to
establish the level of students' satisfaction of the services rendered of old and
new administration of St. Francis Xavier College in terms of enrolment
management, subject management, facilities and equipment, teaching factor,
and examination policy, and which of these quality dimensions are students'
most satisfied with.

GRADUATE SCHOOL
The level of student satisfaction of the services rendered of the old and
new administration is satisfied to the service quality delivered by the school. It
can also be seen that it is consistently felt by the students across all the
dimensions of service quality; enrolment management, subject management,
facilities and equipment, teaching factor, and examination policy.
The study established that the students are satisfied to with the enrolment
management dimension of the quality of service of the old administration with
53% inclining to 88.3% (see table 4.2) satisfied in new administration. It can
be noted that among the items included in the survey for enrolment
management dimension, the highest mean score in old administration was
attributed to the “availability of staff to assist students” and for new
administration is “Capacity of Staff to solve problem when they arise” &
“Availability of staff to assist you”. It can be deduced that the students feel that
the availability of staff to assist students and willingness to dive students’
individual attention are satisfying meeting what they expect with.
In the study, it was found that students are satisfied with the subject
management dimension of the service quality of old administration with
58.9%. This means that the students are satisfied that it is “favourable to
working student”. While in new administration students are satisfied with
regards to the “limited slots”.

GRADUATE SCHOOL
The study established that the students are satisfied to with the facilities
and equipment dimension of the quality of service of the old administration
with 76.3% inclining to 87.5% (see table 4.3) satisfied in new administration. It
can be noted that among the items included in the survey for facilities and
equipment dimension, the highest mean score in old administration was
attributed to the “adequacy of computers provided in the laboratory for
students” and for new administration is “well lighted classrooms”. It can be
deduced that the students feel that facilities and equipment contribute
positively in quality education.
The study established that the students are satisfied to with the teaching
dimension of the quality of service of the old administration with 73.3%
inclining to 91.3% (see table 4.4) satisfied in new administration. It can be
noted that among the items included in the survey for teaching dimension, the
highest mean score in old administration was attributed to the “communication
skills: courses are well taught by the teacher” and for new administration is “
innovative teachers, research efficiency/productivity of teachers, and
communication skills: courses are well taught by the teacher”. It can be
deduced that the students feel that teaching dimension contribute positively
the students in quality education.
Conclusions
GRADUATE SCHOOL
The result of the study gives a clear indication that majority of the
students enrolled in St. Francis Xavier College are regular students (see page
19 T1 and F1). It shows that out of 100% of the respondents, 60% are regular
students.
The result gives an indication that the level of student satisfaction is
satisfied. They are satisfied of services rendered of old and new
administration in terms service quality dimension namely: Enrolment
management, subject management, teaching factor, facilities and equipment,
and examination policy.
The result shows that there is significant difference between the level
of students satisfaction of the services rendered of the old and new
administration. The level of student satisfaction is both satisfied but the
percentage rate was accelerated. In the Enrolment Management dimension
the rate of satisfied in old administration was 53.9% inclining to 88.3% (see
table 4.2) in new administration, Subject Management dimension from,58.9%
in old administration to 92.2% (see table 4.3) in new administration, Facilities
and Equipment dimension from 19.5% old administration to 87.5% (see table
4.4) new administration, teaching factor dimension 18.7% old administration
to 91.3% (see table 4.5) new administration and for Examination Policy
dimension from 10% old administration to 95% (see table 4.6) new
administration. According to Caney, Cambiano and De Vore (2002

GRADUATE SCHOOL
satisfaction actually covers issues of student’s perception and experiences
during the college years. This result of study implied that student’s
expectation, perception, is met based on their experiences. They are satisfied
to face services rendered in new administration.
VI. Recommendation
The researcher recommends the following to improve the quality of service
of St. Francis Xavier College to enhance the level of satisfaction of the
students.
In the subject management dimension we recommend that the time
schedule of subjects must be favourable to those working students wherein
students can fell that they are tied by their schedules. As a working student
they will be late in coming school. Sometimes they cannot attend classes.
This issue will lead to student dissatisfaction of school services rendered. As
a researcher we highly recommend that the management will give
consideration to those working students they will separate subject schedule
exclusive for those working student.
For facilities and equipment dimension improving the accessibility of
the internet service inside the campus. Students are required to keep abreast
with current changes and current information and most of them are into the
GRADUATE SCHOOL
use of the internet that is why every time they get a run time error or an error
in connection in the use of the internet adds to their frustration.
For examination policy dimension “no permit no exam” we recommend
that the management must have an option B, like student can do a promissory
note because it can relive student tension. If they have option B students can
focus to study on their exams. They are persevering to pursue their gaols. It
helps students increased level of satisfaction.
VII. Relevant Information
References
(2002), W. J. (September 8-11). the student satisfaction approach: student
feedback and its potential in role quality assestment and enhancement.
24th EAIR Forum.
GRADUATE SCHOOL
Carey, K. C. (Septemebr 15, 2009). student to faculty satisaction at a

mIdwestern university in the United States.HERDSA.
elsevier volume 36, 2. (n.d.). the Study of the level of satisfaction of the
student and faculty of social sciences with welfare Service of Imam
Khomeini International University of Qazvin.
Famacion-Quinco, D. S. (n.d.). Student Satisfaction towards the service

Quality of La Salle University.
http://local.lsu.edu.ph/institutional_research_office/publication/vol.15no5/2.
(n.d.).
LA Mohr, M. B. (1995).
parasuman, A. V. (1996). The behavioural Consequences of Serice Qulity. .
Quinco, D. S. (n.d.). Student satisfaction towards the Service of La Salle

University.
www.bcu.uk/crq/presentations/eairprague2002james.pdf. (n.d.).
www.ecu.edu.au/conferences/herdsa/main/papers/ref/pdf/Carey.pdf. (n.d.).
www.sciencedirect.com/science/article/pii/s2212567116300521. (n.d.).
Level of Satisfaction of the Selected Students of the services rendered
by the Old and New Administration of Saint Francis Xavier College
A Capstone
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Presented to
Dr. Rizza Mae C. Azarcon

Marketing Management
By:
CHERRY MAE I. POSTRADO

March 2019

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Republic of the Philippines

SURIGAO DEL SUR STATE UNIVERSITY

I. Introduction and Rationale of the Assestment

Review of Related Literature

Review of Related Literature

This chapter presents the status of the students as regular, irregular,

administration and new administration. The students satisfaction in terms of

enrolment management, subjects, teaching factor, building, facilities and

choice in choosing St. Francis Xavier College to be their preferred school to

According to the BNET business library definition of customer satisfaction, it is

the degree to which customer expectations of a product or service are met or

exceeded. Satisfaction is a function of relative level of expectations and

perceived performance. According to Carey, Cambiano and De Vore (2002)

satisfaction actually covers issues of students' perception and experiences

during the college years.

Researchers like Oliver (1981); Brady and Robertson (2001); Lovelock,

Patterson and Walker (2001) conceptualize customer satisfaction as an

individual's feeling of pleasure or disappointment resulting from comparing a

product's perceived performance (or outcome) in relation to his or her

There are so many studies involving satisfaction in relation to the perspective

of the customer. The researcher in this study considers students as

customers since in the current atmosphere of higher education marketplace,

views be heard and acted upon (William, 2002).

quality as 'the consumer's overall impression of the relative inferiority /

form of attitude representing a long-run overall evaluation, Parasuraman,

differences between expectation and performance along the quality

dimensions'. This has appeared to be consistent with Roest and Pieters'

(1997) definition that service quality is a relativistic and cognitive discrepancy

between experience-based norms and performances concerning service

Enrolment management is not just an organizational concept. It is both

Bean, 1990). Dennis (1998) defines enrolment management as forecasting

who understand enrolment management. Hossler and Bean conclude that

enrolment management involves the influence of the whole enrolment picture

from recruitment through graduation.

educational outcomes of attendance. Hossler & Bean (1990) “efforts to

influence the characteristics and the size of enrolled students bodies by

orientation, carrier planning, retention and a number of student affair areas”

management programs has been only moderately successful. In traditional

way of enrolling, manual enrolment system is commonly used as a way of

enrolling students to and is continuing to used now a days. In manual way of

developers and programmers, they have developed different system about

the registration and enrolment process. Computerized, online registration and

of managing students information.

Time can be interpreted as a resource and, as such, the amount of time

devoted to the education of children is often examined as a separate and

central resource in the educational process (Baker, Frabega, Galindo, &

Mishook, 2004). However despite its simplistic appearance, time in an

educational setting is a complex issue. This is partially because the amount of

hard to determine- instructional time is dependent on its relationship to

curriculum and instructional quality (Baker et al., 2004). However, discussions

the concept is examined.

Every student enrolled in the institution of higher education dreams for a

focus more on the quality of higher education in relation to student which

encompasses what is learn by the students, what is understood by them, what

the result of the interaction between the students and lecturers.

coincidentally while student performance for many of our nation’s students

has remained stagnant (US. Department of Education, 2003). The research is

have pointed out that students surrounded by a safe, modern and

environmentally controlled environment experience a positive effect on their

Facilities & Equipment

According to Knezevich (1975) he emphasized that physical needs are met

through provision of safe structure, adequate sanitary facilities, be balance