Students' Level of Satisfaction On Student Services in A Private Tertiary Educational Institution

STUDENTS’ LEVEL OF SATISFACTION ON
STUDENT SERVICES IN A PRIVATE TERTIARY

EDUCATIONAL INSTITUTION
PSYCHOLOGY AND EDUCATION: A MULTIDISCIPLINARY JOURNAL

2023
Volume: 12
Pages: 744-766
Document ID: 2023PEMJ1100
DOI: 10.5281/zenodo.8274901
Manuscript Accepted: 2023-22-8
Psych Educ, 2023, 12: 744-766, Document ID:2023 PEMJ1100, doi:10.5281/zenodo.8274901, ISSN 2822-4353
Research Article
Students’ Level of Satisfaction on Student Services in a

Private Tertiary Educational Institution
Maica C. Bironia*, Jairus Evan D. Ecat
For affiliations and correspondence, see the last page.
Abstract
In the most current period, student services are frequently credited to American higher education, but
student services transformed into a vital part of every university across the world. According to
previous research on student services, service quality has a significant impact on how satisfied
students are. These findings suggest that the school's services help to build its reputation, which in
turn affects how satisfied its students are. In this study, descriptive-quantitative research design was
utilized to determine the level of satisfaction to the student services and observe if the significant
differences occur based on their college courses and senior high school strand. The findings indicate
that the level of satisfaction of the respondents for both college courses and senior high school
strands to the student services are very satisfied whereas the minority of respondents are satisfied.
Furthermore, the study revealed that there is no significant difference between the college students
and the senior high school students in terms of their levels of satisfaction with the student services.
However, there is a significant difference between the college students and the senior high school
students in terms of their levels of satisfaction with the safety and security services.
Keywords: student services, level of satisfaction, college courses, senior high school strands
Introduction since students are the institute's most essential internal

judges of its performance. Also, it makes the institute
feel good about providing top-notch instruction.
Services provided by the school caters the needs of the
students while studying, in which divisions or Based on the study of Chandra, et al. (2019), it was
departments have specific designation of tasks to found that student satisfaction is significantly
deliver services for the benefit of the learners. The influenced by service quality, and university image
support from these services contributes to the positively influence both students’ satisfaction and
convenience, health, and campus safety of the loyalty, regardless of year levels and grade levels, this
students. According to the U.S Department of suggests that the services provided by the school
Education as cited by Miller & Wilfong (2022), the creates an image which then influenced the satisfaction
purpose of student services programs is to increase of the learners. Also, in the study of Chaudhary & Dey
college completion rates, this purpose has the same (2021), revealed that student perceived service quality
intent as within the target private tertiary education in education has a significant effect on their perception
institution of the researchers, as the institution is of sustainable practices of the university and student
highly inclined to develop students' full potential. satisfaction. Further, sustainable practices predict
Student satisfaction on the services provided by higher student satisfaction. Moreover, in the Philippine
educational institutions is vital as it creates branding to setting, students’ satisfaction surveys are being
the school reputation, (Vispoint, 2022), thus student conducted in different schools, recently, researchers
satisfaction cannot be disregarded in planning and conducted a survey in selected state college in the
implementation of the school services. As stated by Philippines to determine the satisfaction level of
Kanwar & Sanjeeva (2022), around the world, criminology students, in which the researchers
educational institutions are now asking for feedback identified the lowest level of satisfaction rating of the
from students on all facets of academic life in the form respondents mainly focused on canteen services and
of a satisfaction feedback, as it is an effective subjects that are being conducted within laboratories.
instrument to identify lacking areas of services. The Based on the results, the researchers concluded that the
attitude that results from an evaluation of students' students were satisfied with the services offered by
educational experiences, services, and facilities offered those offices that directly attended to their academic
by the school is known as student satisfaction. Student and emotional needs, on the other hand, students were
satisfaction surveys are crucial because they enable not satisfied with the services that directly attended to
HEIs to improve and make necessary adjustments to their physical needs, therefore it is evident that student
their performance in the higher education environment satisfaction towards the school services must be
Bironia & Ecat 744/766

Research Article
measured and identify the lacking areas in order to success. Education of a country's population is equally
formulate enhancement and fill in the gaps for the responsible for its growth and advancement (Maslang,
betterment of the institution. In line with this, the et al., 2021). According to the United Nations,
researchers explored the level of satisfaction of education is the fundamental cornerstone of every
students on the provided services in a private tertiary community and nation. Building thriving, wholesome,
educational institution and test if there is a significant and balanced societies is the great investment any
difference between the college courses and senior high nation can make. Everyone has the right to education,
school strand in terms of their level of satisfaction to which is highlighted in Article 26 of the 1948
the student services. Universal Declaration of Human Rights. Thus,
education is a key to human advancement, opening
Research Questions doors and expanding chances and privileges, not just a
basic human entitlement.
This study aimed to identify the level of satisfaction of
students on the student services in a private tertiary Universities and colleges play a crucial role in
educational institution and test if there is a significant ensuring that education takes place and achieves its
difference between the college courses and senior high goals. A university is often thought of as a place of
school strand in terms of their level of satisfaction to learning created to offer areas and settings for the
the student services. instruction of learners under the guidance of educators.
It is a setting where a person is nurtured thoroughly as
1. What are the demographic profile of the respondents activities and programs are made to support students'
in terms of: progress (Maslang, et al., 2021). Schools serve as
1.1 College Course; and institutions of learning that offer learning opportunities
1.2 Senior High School strand? outside of the classroom, and also quality of delivering
2. What is the level of satisfaction of the respondents student services, whether for primary or higher
in a private tertiary educational institution on services education.
in terms of:
2.1 Admission; In the most recent generation, student services are
2.2 Learning Management System (LMS) Support; often attributed to American education as a trend, but
2.3 Campus Ministry; it has grown to be an essential component of every
2.4 Cashier; university worldwide (Ciobanu, 2013, as cited in the
2.5 Canteen Services; study of Arangonan, 2018). Fostering and improving
2.6 Gender and Development; the educational experience (academic, social welfare,
2.7 Guidance and Counseling; and support) from first encounter to alumni status, is
2.8 Library; crucial to the success of higher education. In the
2.9 Medical and Dental Health Clinic; context of the United States, schools and universities
2.10 Management and Information System (MIS)/ have student services divisions that support the
Balance Inquiry System (BIS); institution's instructional goal by offering services to
2.11 Prefect of Discipline; students. Academic support services, individual
2.12 Registrar; counseling, admissions, drug and alcohol education
2.13 Safety and Security; programs, career guidance, campus ministries,
2.14 School Publications; community outreach and mentoring programs,
2.15 Student Council; and counseling services, financial assistance, food services,
2.16 Utility and Maintenance Services? student organizations, health clinics, accommodation
3. Is there any significant difference between the and , culturally diverse programs, orientation, various
college students and the senior high school students in extracurricular student activities, student discipline,
terms of their levels of satisfaction with the student and wellness programs are a few of the services that
services? fall under this category (Wilson, n.d.).
Philippines-based author Villanueva (2009)

Literature Review
emphasized that the student affairs offices' purpose is
to assist in the university's academic and research
Student Services pursuits. However, due to the modifications of the
educational system in the Philippines, with the K–12
Education is well renowned for promoting social program's implementation with RA 10931 Putting out
equality and providing students with a path to future the (Universal Access to Excellent Tertiary Education

Research Article
Act), universities are under more pressure than ever to social responsibility; 12) Student Organization and
address new problems and offer efficient student Activities; 13) Sports Development Programs; 14)
services initiatives. These activities are acknowledged Cu l tu ra l Pro g ram s ; and 15) M u l t i - faith
by educators as essential to academic progress, social Services.Guided by the institutional VMGO, the
development, and the emergence of good attitudes of student services are currently implemented in the
students (Ibbarientos, 2015). schools, which surely produces globally competitive
individuals especially if the student services are
The Improved Policy and Guidelines on Student properly delivered towards the students (Arangote,
Affairs and Services, or CHED Memorandum Order 2018).
No. 09 Series of 2013, was released by the
Commission on Higher Education (CHED). An Importance of Student Services
education system aspires to form people who can
subsequently become effective residents of the nation Despite the success of the university to deliver quality
and the globe, according to Section 4 of the education for its students, students arrive at the
aforementioned CMO. Its duties extend beyond the university knowing nothing about where to go or the
instruction and development of vocational skills to wisest course of action. Hence, they require direction
include the learning of values and life skills. The and resources to help them overcome the challenges of
graduates of the educational institution should be college experience and just get back on track. Most of
capable of making good contributions to the these needs can be met by "Student Services”
development of their nation and to the betterment of (Arangote, 2018). Enhancing and refining the learning
human conditions. experience starting with assessing the students’ needs
up until they graduate is crucial for the achievement
Moreover, the CHED CMO no. 9, s. 2013 stated that of both the university and the student.
the institution must disseminate information to the
students on the institution's mission, vision, and goals, Effective student services helps the management to
as well as its academic policies, procedures, and rules, concentrate on their principal and pay close attention
as well as its student discipline and disciplinary to creating efficient work groups to make it easier for
policies, as well as its initiatives, resources, and spaces Student Development Services to accomplish its long-
for students. For both new and returning students, term objectives. Consequently, when managed
there will be a regular, fully functioning program. An correctly and carefully monitored, student services and
organized, current, and easily accessible educational, activities are acknowledged by educators as being
professional, and personal database will be accessible. greatly advantageous to academic performance. As a
Societal resources, including informational result, includes the involvement that well-planned and
materials laws pertaining to students include those well-organized co-curricular and extracurricular
regarding their rights and obligations, the prevention activities nurture social and communication skills and
of drug addiction, and sexual harassment, AIDS, HIV, interpersonal relationships, which are oftenly
and self-care are under control and wholesome important in helping students develop a positive
practices. attitude (as cited in study of Likert (2005) and College
Code Book III (2011) as stated in the study of
Student Services classified in the CHED CMO are the Ibarrientos (2015).
following: 1) Scholarships and Financial Assistance
subject to appropriate screening and monitoring The study of Batool et al. (2010) as cited in the study
procedures; 2) Health Care Services administered by of Arangonan, (2018), Higher Education institutions
licensed medical, dental and allied professionals; 3) (HEIs) are required to manifest effective student
Guidance and Counseling Services to maintain supp ort serv ices that have the fo llo wing
students’ cumulative records which contain relevant characteristics: they are flexible to accommodate
information; 4) Career and Placement Services for students' needs and strengths, consistent with the
networking, job placement and skills development; 5) institution's vision, mission, goals and objectives,
Safety and Security Services; 6) Student Discipline supportive of students' learning objectives, easily
with gender sensitive rules and regulations to define accessible, have sufficient student advisory services
appropriate student conduct; 7) Student Housing; 8) and processes, provided by an effective professional
Services for Students with Special Needs; 9) care, have an advanced system for resolving students'
International Students Services; 10) Admission grievances and complaints, and maintain a revised and
Services; 11) Student Development Programs and comprehensive record of students' complaint and
Services for the enrichment of leadership skills and grievances.

Research Article
In accordance with Rudge (2014) and Brock (2010) as highlighted by (Shukla, et al. 2020), the students who
cited in the study of Arangote (2018), students want are not stressful and comfortable are more likely to not
help with anything from understanding which classes perform well in school but unexpectedly be lasting
to take, how to apply for classes, and how to apply for longer in comparison to those students who are
what social resources they can employ to help, as well considered as happy and contented.
as financial assistance through this time of change for
them. Brock (2010) proposed this as students advance The Consumer Satisfaction theory states that the
through college, they could need assistance in students' levels of satisfaction on the students' services
resolving any academic or personal issues that are are based on the formed expectations in the
impeding their ambitions. In reality, The Guide for school/university. Expectedly, if the students have
Good Universities (2017) asserted that students, positive expectations towards the school/ university as
particularly those who require assistance, absolutely a whole, it will also lead to higher levels of satisfaction
need support services, which help them with the to the students' services (Churchill and Suprenant,
challenges that the students might encounter, either 1982, as cited in the study of (Shukla, et al. 2020).
personal or academic. Student Services, however, According to this theory, the students' satisfaction
differ by college size, student enrollment, and funding depends on the internal and external factors.
derived from student fees. Therefore, the students' own preparation and efforts
for the fulfillment of the academic requirements are
Assessment of the Students’ Satisfaction towards considered as the "internal factor" and "external
Student Services factors" which are safety, education quality, social and
cultural support, image and prestige, and the economic
As the role of student services become well-known, considerations are accounted for students' satisfaction.
assessment of student services are also being stressed So, achieving the highest levels of students'
(Mead, 2021). Assessing the satisfaction towards satisfaction on the services are definitely the
student services will help the institution to determine combination of the students' internal factors and the
the effectiveness of the services as Cadag (2017) stated students' external factors (Shukla, et al. 2020).
that efficient student services are closely associated
with students' cognitive, interpersonal, and cultural
Methodology
growth, political elements.The goals of assessment are
the following: to enhance programs and services, to
identify the levels of performance of students and In order for the researchers to assess the levels of the
staff, to evaluate decision-making, to advance the students’ satisfaction on the services, the researchers
department, and to improve student learning” (Brown, utilized the descriptive-quantitative design.
2017). In addition, it is mentioned that assessment of Descriptive-quantitative design. A kind of study
satisfaction on student services could be utilized to see design known as a descriptive-quantitative design
the clear association between student affairs, the seeks to methodically gather data in order to describe a
services they deliver to the students, as well as their phenomena, circumstance, or population. Despite
learning and development (Elkins, 2015). occasionally using qualitative data for descriptive
purposes, it primarily uses quantitative data.
Theoretical Basis for Students’ Level of Satisfaction Descriptive research's primary objective is to
to Student Services accurately and methodically describe a population,
circumstance, or phenomena. To explore one or more
The "happy-productive" student theory was founded variables, this research design might employ a wide
by Dollard, Cotton, de Jonge. It is suggested that range of research techniques. Contrary to experimental
students' levels of satisfaction depend on the research, the researcher just observes and measures the
psychosocial factors such as coping, well-being and variables in this type of study (Hassan, 2022).
stress. Thus, if the students' psychological distress is
high, regardless of its relatedness to the situations Participants
presented in the environment, the students' levels of
satisfaction will more likely to be low. On the other The respondents of the study are enrolled students
hand, if the students' psychological distress is low, the from a private tertiary educational institution within
students' levels of satisfaction will more likely to be the academic year 2022-2023. The researchers utilized
high. In addition, this theory emphasized that the the G-power statistical software to determine the
students' level of psychological distress is high due to sample size of the respondents based on their college
its overall role in school (Shukla, et al. 2020). Also, as course or senior high school strand (Kang, 2021). It

Research Article
assists the researchers to determine the smallest placed on the Jamovi 2.3.28 software to determine the
sample size that is suitable for identifying the effect of frequency of the college courses and senior high
a provided test at the desired level of significance. school strands, the levels of satisfaction of the
Moreover, it offers an accessible and approachable respondents to student services, and also test the
way to encourage the use of power analysis in the assumptions for determining statistical tool, whether
course of ordinary statistical data analysis. parametric or non-parametric tool, to answer the
statement of the problem number 3.
The researcher utilized the stratified sampling
technique, specifically disproportionate stratified Ethical Considerations
sampling technique. The challenge that researchers
face when using stratified samples of different sizes is The researchers presented informed consent for
addressed by the probability sampling technique respondents. The participants have the right to decide
known as proportionate sampling. With this sampling to voluntarily engage and not engage in the study. The
technique, the population is divided into strata or researchers included the presentation of the purpose of
subgroups, but the sampling fraction used is not the the study in the informed consent, ensuring that the
same for each stratum; certain strata are oversampled participants willfully participate in the study.
in comparison to others. Disproportionate stratified Moreover, the researchers be expected to practice
sampling does not preserve the population's strata's privacy and confidentiality, in which the researchers
proportions. It is employed when researchers need were only have access to the information provided by
accurate estimates of each group and their differences, the participants and utilized it only to answer the
but it compromises some of the accuracy of the research questions.
estimate of the entire population (Frost, 2023).
Data Analysis
Instruments of the Study
The researcher utilized G-power statistical calculation
The researcher used a self-made survey questionnaire to determine the sample size of the respondents.
to determine the levels of satisfaction of the student in According to Kang (2021), it assists the researchers to
services of a private tertiary educational institution. identify the smallest sample size that is suitable to
Survey questionnaire is a research instrument observe the effect of a given test to the respondents
composed of items aiming to gather information from and derive reliable and valid results. Also, the
the respondents (McLeod, 2018). The survey researcher used frequency percentage to calculate and
questionnaire is validated by the SME's (subject matter properly distribute the respondents. According to
experts), including registered psychometricians, Shapiro, (2008), a data presentation that indicates the
grammarian and statistician. It consists of 9 (nine) proportion of observations for each data point or set of
items under each corresponding department that are data points is known as a percentage frequency
being rated by the respondents. The statements are distribution. When representing the relative frequency
carefully analyzed and assured that the survey of survey replies and other data, it is a particularly
instrument is capable of providing relevant helpful technique. (Shapiro, J., 2008, Percentage and
information needed in order to form conclusions in this Frequency Distribution).
study.
Furthermore, the researcher used mean to serve as a
Procedure standard for all observations by serving to reflect the
average value and encapsulates a whole dataset into a
The administration of the survey questionnaire to the single integer that represents the midpoint or typical
respondents is done through the utilization of the value of the data. In accordance with Svetlana, C.
institution’s Student Management System. Informed (2022), the mean is calculated by adding up a group of
consent is also presented to emphasize the rights of the numbers and then dividing the sum by the count of
respondents to decide whether they will participate or those numbers. In addition, the researchers utilized the
not in the study. In addition, the assurance of right to Shapiro-Wilk test to assess the normality of the data
privacy and confidentiality is observed. Further, the and Levene’s test to observe the homogeneity of the
answers of the respondents are automatically reflected data. This assists the researchers to identify which
on the institution’s Student Management System statistical tool (either parametric or non-parametric)
(SMS) and be extracted as a word file, illustrating the can be used to analyze and interpret the data gathered
summary of the answers of the students, categorized in this study, which can test the hypothesis. However,
according to their courses and strands. The data is since the results of the Shapiro-Wilk with the

Research Article
significance value of greater than 0.05, which is

interpreted as not normal, and the Levene’s test Table 1.1 shows the demographic profile of the
showed that there is an equal variances among the respondents in terms of College Courses. Majority of
data, the researchers utilized the Mann Whitney U test. the respondents are Bachelor of Science in
The Mann Whitney U test is used to compare the two Criminology (BSC) which constitutes 366 (7.56%),
groups, and draw conclusions based on the given data followed by Bachelor of Science Information
set. Technology (BSIT) and Bachelor of Science in
Hospitality Management (BSHM) which comprises
350 (7.23%), Bachelor of Science in Business
Results
Administration major in Marketing Management
(BSBA-MM) which comprises 331 (6.84%), Bachelor
To determine the students’ level of satisfaction to of Science in Tourism Management (BSTM) which
students’ services and understand if there is a constitutes 324 (6.69%), Bachelor of Science in
significant difference between the college courses and Psychology (BSP) which accounts 315 (6.51%),
senior high school strand in terms of their level of Bachelor of Science in Office Administration (BSOA)
satisfaction to student services, Mann Whitney U was which constitutes 270 (5.58%), Bachelor of
computed using Jamovi 2.3.28. Elementary Education (BEED) which accounts 259
(5.35%), Bachelor of Science in Computer
Table 1.1. Demographic Profile of the Respondents in Engineering (BSCpE) which comprises 256 (5.29%),
terms of College Course Bachelor of Science in Accounting Information
System (BSAIS) which constitutes 250 (2.16%),
Bachelor of Secondary Education major in English
(BSED-Eng) which accounts 248 (5.12%), Bachelor of
Science in Business Administration major in Human
Resource Management (BSBA-HRM) which
comprises 241 (4.98%), Bachelor of Science in
Entrepreneurship (BSEntrep) which accounts 236
(4.88%), Bachelor of Secondary Education major in
Filipino (BSED-Fil) which constitutes 225 (4.65%),
Bachelor of Physical Education (BPED) which
comprises 154 (3.18%), Bachelor of Secondary
Education major in Mathematics (BSED-Math) which
constitutes 140 (2.89%), Bachelor of Secondary
Education major in Social Science (BSED-SocScie)
which accounts 137 (2.83%), Bachelor of Technology
and Livelihood Education (BTLED) which comprises
130 (2.69%), Bachelor of Secondary Education major
in Values (BSED-Val) which constitutes 108 (2.22%),
Bachelor of Secondary Education major in Science
(BSED-Scie) which accounts 103 (2.13%) and lastly,
Bachelor of Library and Information Science (BLIS)
which comprises 48 (0.99%).
Table 1.2 illustrates the demographic profile of the

respondents in terms of senior high school strand. The
majority of the respondents are General Academic
Strand (GAS) which accounts 286 (16.74%), followed
by Accountancy and Business Management(ABM)
which constitutes 279 (16.33%), Information and
Communications Technology (ICT) which comprises
278 (16.28%), Humanities and Social Science
(HUMSS) which accounts 275 (16.11%), Science,
Technology, Engineering and Mathematics (STEM)
which accounts 264 (15.46%), Home Economics (HE)

Research Article
which constitutes 232 (13.58%), and Performing Arts (BSCpE), and Performing Arts (PA) with a weighted
(PA) which comprises 94 (5.5%). mean of 3.82, Bachelor of Library and Information
Science (BLIS) with a weighted mean of 3.73,
Table 1.2. Demographic Profile of the Respondents in Bachelor of Elementary Education (BEED), Bachelor
terms of Senior High School Strand of Science in Information Technology (BSIT) with a
weighted mean of 3.72, Bachelor of Science in
Business Administration major in Human Resource
Man agemen t (BS BA - HRM), and Science,
Technology, Engineering and Mathematics (STEM)
with a weighted mean of 3.65. Further, the academic
programs that have a satisfied rating are Bachelor of
Physical Education (BPED), Bachelor of Science in
Criminology (BSCrim), Bachelor of Secondary
Education major in English (BSED-Eng), Bachelor of
Science in Tourism Management (BSTM), Bachelor of
Technology and Livelihood Education (BTLED),
Accountancy and Business Management (ABM), and
Information and Communications Technology (ICT)
with a weighted mean of 3.00. Overall, the
respondents rating on admission services is 3.64,
which means that they have a very high satisfaction.
Table 2.1. Level of Satisfaction of the Respondents to

Table 2.1 indicates the level of satisfaction of the
Admission
respondents to admission. Most of the respondents
under the college courses and senior high school
strands are very satisfied, and a minority of the
respondents are satisfied with the admission services.
However, the weighted mean differs among the
college courses and senior high school strands. The
academic programs that have a very satisfactory rating
are Bachelor of Secondary Education major in Filipino
(BSED-Fil), Bachelor of Science in Hospitality
Management (BSHM), Bachelor of Science in Office
Administration (BSOA), Home Economics (HE), with
a weighted mean of 4.00. Followed by the respondents
under the Bachelor of Science in Accounting
Information System (BSAIS), Bachelor of Secondary
Education major in Mathematics (BSED-Math),
Bachelor of Secondary Education major in Values
(BSED-Val), Bachelor of Science in Entrepreneurship
(BSEntrep), General Academic Strand (GAS),
Humanities and Social Science (HUMSS) with a
weighted mean of 3.91, Bachelor of Secondary
Education major in Science (BSED-Scie) with a
Business Administration major in Marketing
Management (BSBA-MM), Bachelor of Secondary
Education major in Social Science (BSED-SocScie),
Bachelor of Science in Computer Engineering

Research Article
Table 2.2. Level of Satisfaction of the Respondents to (BSBA-MM), Bachelor of Secondary Education major
Learning Management System (LMS) Support in Values (BSED-Val), Bachelor of Science in
Tourism Management (BSTM), Bachelor of Science in
Computer Engineering (BSCpE), and Humanities and
Social Science (HUMSS) with a weighted mean of
3.82, Bachelor of Elementary Education (BEED),
Bachelor of Science in Information Technology
(BSIT), and Performing Arts with a weighted mean of
3.72, Bachelor of Science in Business Administration
major in Human Resource Management (BSBA-
HRM), and Bachelor of Secondary Education major in
Social Science (BSED-SocScie) with a weighted mean
of 3.65. Moreover, the academic programs that have a
satisfactory rating are Bachelor of Physical Education
(BPED), Bachelor of Science in Hospitality
Management (BSHM), Bachelor of Technology and
Livelihood Education (BTLED), Accountancy and
Business Management (ABM), and Home Economics
(HE) with a weighted mean of 3.00. Overall, the
respondents rating on Learning Management System
(LMS) support services is 3.71, which means that they
have a very high satisfaction.

Campus Ministry

respondents to Learning Management System (LMS)
support. Most of the respondents under the college
courses and senior high school strands are very
satisfied, and a minority of the respondents are
satisfied with the Learning Management System
(LMS) support services. However, the weighted mean
differs among the college courses and senior high
school strands. The academic programs that have a
very satisfactory rating are Bachelor of Science in
Education major in English (BSED-Eng) with a
weighted mean of 4.03, followed by Bachelor of
Secondary Education major in Filipino (BSED-Fil),
Bachelor of Science in Office Administration (BSOA)
with a weighted mean of 4, Bachelor of Secondary
weighted mean of 3.96, Bachelor of Library and
Information Science (BLIS) with a weighted mean of
4.00, Bachelor of Science in Accounting and
Information System (BSAIS), Bachelor of Secondary
Bachelor of Science in Psychology (BSP), General
Academic Strand (GAS), and Information and
Communications Technology (ICT) with a weighted
mean of 3.91, Bachelor of Science in Business

Research Article

Cashier
respondents to campus ministry. Most of the
respondents under the college courses and senior high
school strands are very satisfied, and a minority of the
respondents are satisfied with the campus ministry
services. However, the weighted mean differs among
the college courses and senior high school strands. The
academic programs that have a very satisfactory rating
are Science, Technology, Engineering and
Mathematics (STEM) with a weighted mean of 4.07,
followed by the Home Economics (HE) with a
Education major in English (BSED-Eng) with a
Information Science (BLIS), Bachelor of Accounting
and Information System (BSAIS), Bachelor of
Secondary Education major in Mathematics (BSED-
Math), Bachelor of Science in Entrepreneurship
(BSEntrep), Bachelor of Science in Tourism
Management (BSTM), General Academic Strand
(GAS), Humanities and Social Science (HUMSS) and
with a weighted mean of 3.91, Bachelor of Science in
Computer Engineering (BSCpE) with a weighted mean
of 3.85, Bach elo r of Science in Bu siness
(BSBA-MM), Bachelor of Secondary Education major
in Values (BSED-Val), and Bachelor of Science in
Hospitality Management (BSHM) with a weighted
mean of 3.82, Bachelor of Elementary Education Table 2.4 demonstrates the level of satisfaction of the
(BEED), Bachelor of Science in Information respondents to the cashier. Most of the respondents
Technology (BSIT), and Performing Arts with a under the college courses and senior high school
weighted mean of 3.72, Bachelor of Science in strands are very satisfied, and a minority of the
Business Administration major in Human Resource respondents are satisfied with the cashier services.
Management (BSBA-HRM), and Bachelor of However, the weighted mean differs among the
Secondary Education major in Social Science (BSED- college courses and senior high school strands. The
SocScie) with a weighted mean of 3.65. In addition, academic programs that have a very satisfactory rating
the academic programs that have a satisfactory rating are General Academic Strand (GAS), with a weighted
to campus ministry are Bachelor of Secondary mean of 4.07, followed by Humanities and Social
Education major in Science (BSED-Scie) with a Science (HUMSS) with a weighted mean of 4.03,
weighted mean of 3.4, Bachelor of Physical Education Bachelor of Secondary Education major in Social
(BPED), Bachelor of Science in Office Administration Science (BSED-SocScie) with a weighted mean of
(BSOA), Bachelor of Technology and Livelihood 4.2, Bachelor of Secondary Education major in
Education (BTLED), and Accountancy and Business English (BSED-Eng), Bachelor of Secondary
Management(ABM) with a weighted mean of 3.00. Education major in Filipino (BSED-Fil), Bachelor of
Overall, the respondents rating on campus ministry Science in Office Administration (BSOA), and Home
services is 3.69, which means that they have a very Economics (HE) with a weighted mean of 4.00,
high satisfaction. Bachelor of Science in Accounting Information
System (BSAIS), Bachelor of Science in Criminology
(BSCrim), Bachelor of Secondary Education major in
Mathematics (BSED-Math), Bachelor of Science in
Hospitality Management (BSHM), Bachelor of

Research Article
Science in Psychology (BSP), and Information and

Communications Technology (ICT) with a weighted
Table 2.5 demonstrates the level of satisfaction of the
mean of 3.91, Bachelor of Secondary Education major
respondents to the canteen services. Most of the
in Values (BSED-Val) with a weighted mean of 3.85,
respondents under the college courses and senior high
Bachelor of Library and Information Science (BLIS)
school strands are very satisfied, and a minority of the
respondents are satisfied with the canteen services.
However, the weighted mean differs among the
Management (BSBA-MM), Bachelor of Technology
and Livelihood Education (BTLED), Bachelor of college courses and senior high school strands. The
Science in Computer Engineering (BSCpE), and academic programs that have a very satisfactory rating
Performing Arts (PA) with a weighted mean of 3.82, are Bachelor of Elementary Education (BEED),
Bachelor of Elementary Education (BEED), and Bachelor of Science in Entrepreneurship (BSEntrep)
Accountancy and Business Management(ABM) with a with a weighted mean of 4.07, followed by Bachelor
weighted mean 3.72, Bachelor of Science in Business of Physical Education (BPED), Bachelor of Science in
Administration major in Human Resource Hospitality Management (BSHM) with a weighted
Management (BSBA-HRM), Bachelor of Secondary mean of 4.03, Bachelor of Science in Business
Education major in Science (BSED-Scie) with a Administration major in Human Resource
weighted mean of 3.65. Furthermore, the academic Management (BSBA-HRM) with a weighted mean of
programs that rated a satisfactory rating are Bachelor 4.2, Bachelor of Science in Accounting Information
of Physical Education (BPED) with a weighted mean System (BSAIS), Bachelor of Technology and
of 3.00, followed by Bachelor of Science in Tourism Livelihood Education (BTLED), Humanities and
Management (BSTM) with also a weighted mean of Social Science (HUMSS), and Information and
3.00. Overall, the respondents rating on the cashier is Communications Technology (ICT) with a weighted
3.81, which means that they have a very high mean of 4.00, Bachelor of Science in Criminology
satisfaction. (BSCrim), Bachelor of Secondary Education major in
Psychology (BSP) with a weighted mean of 3.91,
Canteen Services Bachelor of Secondary Education major in Social
Science (BSED-SocScie) with a weighted mean of
major in Marketing Management (BSBA-MM) with a
Education major in Values (BSED-Val), Bachelor of
Science in Computer Engineering (BSCpE) with a
3.73, Bachelor of Science in Information Technology
(BSIT), General Academic Strand (GAS), Performing
Arts (PA) and Accountancy and Business Management
(ABM) with a weighted mean of 3.72, Bachelor of
Secondary Education major in Science (BSED-Scie)
with a weighted mean of 3.65. Furthermore, the
academic programs that rated a satisfactory rating are
Bachelor of Secondary Education major in English
(BSED-Eng), followed by Bachelor of Secondary
Education major in Filipino (BSED-Fil), Bachelor of
Science in Office Administration (BSOA), Bachelor of
Science in Tourism Management (BSTM) and Home
Economics (HE) with a weighted mean of 3.00.
Overall, the respondents rating on the canteen services
is 3.73, which means that they have a very high
satisfaction.

Research Article
Administration major in Human Resource

Table 2.6. Level of Satisfaction of the Respondents to Management (BSHRM) with a weighted mean of 3.86,
Gender and Development Bachelor of Library and Information Science (BLIS)
Management (BSBA-MM), Bachelor of Secondary
Education major in English (BSED-Eng), Bachelor of
Secondary Education major in Values (BSED-Values),
and Home Economics (HE) with a weighted mean of
Bachelor of Science in Entrepreneurship (BSEntrep),
Bachelor of Science in Information System (BSIT),
(BSCpE), General Academic Strand (GAS), Science,
Technology, Engineering and Mathematics (STEM),
Performing Arts (PA) and Accountancy, and Business
Management (ABM) with a weighted mean of 3.72,
(BSED-Scie) with a weighted mean of 3.65.
Furthermore, the academic programs that rated a
satisfactory rating are Bachelor of Secondary
Education major in Filipino (BSED-Fil), and Bachelor
of Science in Office Administration (BSOA) with a
weighted mean of 3.00. Overall, the respondents rating
on the gender and development services is 3.78, which
means that they have a very high satisfaction.

Guidance and Counseling

respondents to the gender and development services.
Most of the respondents under the college courses and
senior high school strands are very satisfied, and a
minority of the respondents are satisfied with the
gender and development services. However, the
weighted mean differs among the college courses and
senior high school strands. The academic programs
that have a very satisfactory rating are Bachelor of
Science in Tourism Management (BSTM) with a
weighted mean of 4.03, Bachelor of Physical
Education (BPED), Bachelor of Science in Hospitality
Management (BSHM), Humanities and Social Science
(HUMSS) and Information and Communications
Technology (ICT) with a weighted mean of 4.00,
Bachelor of Secondary Education major in Social
3.96, Bachelor of Science in Accounting and
Information System (BSAIS), Bachelor of Science in
Criminology (BSCrim), Bachelor of Science in
Psychology (BSP), Bachelor of Technology and
Livelihood Education (BTLED) with a weighted mean
of 3.91, Bach elor of Science in Busin ess

Research Article

Library
respondents to the guidance and counseling services.
guidance and counseling services. However, the
that rated a very satisfactory rating are Bachelor of
Physical Education (BPED), Bachelor of Science in
Hospitality Management (BSHM), Bachelor of
Science in Tourism Management (BSTM), and
with a weighted mean of 4.00,Bachelor of Science in
Management (BSBA-HRM) with a weighted mean of
3.96, Bachelor of Library and Information Science
(BLIS) with a weighted mean of 3.92, Bachelor of
Science in Accounting and Information System
(BSAIS), Bachelor of Science in Criminology
English (BSED-Eng), Bachelor of Secondary
Bachelor of Science in Psychology (BSP), Bachelor of
Technology and Livelihood Education (BTLED) and
Home Economics (HE) with a weighted mean of 3.91,
Bachelor of Secondary Education major in Social Table 2.8 demonstrates the level of satisfaction of the
Science (BSED-SocScie) with a weighted mean of respondents to the library services. Most of the
3.85, Bachelor of Science in Business Administration respondents under the college courses and senior high
major in Marketing Management (BSBA-MM) with a school strands are very satisfied, and a minority of the
weighted mean of 3.82, Bachelor of Elementary respondents are satisfied with the library services.
Education (BEED), Bachelor of Secondary Education However, the weighted mean differs among the
major in Values (BSED-Val), Bachelor of Science in college courses and senior high school strands. The
Entrepreneurship (BSEntrep), Bachelor of Science in academic programs that rated a very satisfactory rating
Information Technology (BSIT), Bachelor of Science are Bachelor of Library and Information Science
in Computer Engineering (BSCpE), General Academic (BLIS) with a weighted mean of 4.3, Bachelor of
Strand (GAS), Science, Technology, Engineering and Science in Psychology (BSP), Humanities and Social
Mathematics (STEM) and Performing Arts (PA) with Science (HUMSS), and Home Economics (HE) with a
a weighted mean of 3.72, Bachelor of Secondary weighted mean of 4.00, Bachelor of Science in
Education major in Science (BSED-Scie) with a Accounting and Information System (BSAIS),
weighted mean of 3.65. Moreover, the academic Bachelor of Secondary Education major in
programs that rated a satisfactory rating are Bachelor Mathematics (BSED-Math), Bachelor of Secondary
of Secondary Education major in Filipino (BSED-Fil), Education major in Science (BSED-Scie), and
Bachelor of Science in Office Administration (BSOA), Bachelor of Technology and Livelihood Education
Humanities and Social Science (HUMSS), and (BTLED) with a weighted mean of 3.91, Bachelor of
Accountancy and Business Management (ABM) with Science in Business Administration major in
a weighted mean of 3.00. Overall, the respondents Marketing Management (BSBA-MM), Bachelor of
rating on the guidance and counseling services is 3.78, Secondary Education major in Filipino (BSED-Fil),
which means that they have a very high satisfaction. Bachelor of Science in Information Technology
(BSIT), and Performing Arts (PA) with a weighted
mean of 3.82, Bachelor of Elementary Education
(BEED), Bachelor of Science in Criminology

Research Article
Values (BSED-Val), Bachelor of Science in

Entrepreneurship (BSEntrep), Bachelor of Science in Table 2.9 demonstrates the level of satisfaction of the
Office Administration (BSOA), Bachelor of Science in
respondents to the medical and dental health services.
Computer Engineering (BSCpE), General Academic
Strand (GAS), Science, Technology, Engineering and
Mathematics (STEM), and Accountancy and Business
Management (ABM) with a weighted mean of 3.72,
medical and dental health services. However, the
Bachelor of Secondary Education major in Social
3.58. In addition, the academic programs that rated a
that rated a very satisfactory rating are Bachelor of
satisfactory rating are Bachelor of Science in Business
weighted mean of 4.07, Bachelor of Physical
Education (BPED), Bachelor of Secondary Education
3.4, Bachelor of Physical Education (BPED), Bachelor
major in Filipino (BSED-Fil), Bachelor of Science in
of Secondary Education major in English (BSED-
Hospitality Management (BSHM), and Bachelor of
Eng), Bachelor of Science in Hospitality Management
Science in Psychology (BSP) with a weighted mean of
(BSHM), Bachelor of Science in Tourism
Management (BSTM) and Information and 4.00, Bachelor of Science in Accounting Information
Communications Technology (ICT) with a weighted System (BSAIS), Bachelor of Secondary Education
mean of 3.00. Overall, the respondents rating on the major in Mathematics (BSED-Math), Bachelor of
library services is 3.67, which means that they have a Secondary Education major in Science (BSED-Scie),
very high satisfaction. Bachelor of Technology and Livelihood Education
(BTLED), and Home Economics with a weighted
Table 2.9 Level of Satisfaction of the Respondents to mean of 3.91, Bachelor of Library and information
Medical and Dental Health Clinic Science (BLIS) with a weighted mean of 3.84,
Bachelor of Science in Business Administration major
in Marketing Management (BSBA-MM), Bachelor of
Science in Tourism Management (BSTM), and
with a weighted mean of 3.82, Bachelor of Secondary
with a weighted mean of 3.79, Bachelor of Elementary
Education (BEED), Bachelor of Science in
Criminology (BSCrim), Bachelor of Science in
Entrepreneurship (BSEntrep), Bachelor of Science in
Information Technology (BSIT), Bachelor of Science
in Office Administration (BSOA), General Academic
Strand (GAS), Science, Technology, Engineering and
Mathematics (STEM), Performing Arts (PA), and
Accountancy and Business Management (ABM) with
a weighted mean of 3.72, Bachelor of Science in
3.65. Further, the academic programs that rated a
satisfactory rating are Bachelor of Science in Bachelor
of Secondary Education major in English (BSED-Eng)
and Humanities and Social Science (HUMSS) with a
weighted mean of 3.00. Overall, the respondents
rating on the medical and dental health services is
3.77, which means that they have a very high
satisfaction.

Research Article
Engineering (BSCpE), and Information and

Table 2.10 Level of Satisfaction of the Respondents to
Communications Technology with a weighted mean of
Management Information System/ Balance Inquiry 3.91, Bachelor of Science in Business Administration
System (MIS/BIS) major in Marketing Management (BSBA-MM) with a
3.76, Bachelor of Secondary Education major in Social
Bachelor of Secondary Education major in
Entrepreneurship (BSED-Entrep), Bachelor of Science
in Information Technology (BSIT), Bachelor of
Science in Office Administration (BSOA), General
Academic Strand (GAS) and Accountancy and
Business Management (ABM) with a weighted mean
of 3.72, Bachelor of Science in Businesses
3.65. Additionally, the academic programs that rated a
(BPED), Bachelor of Science in Hospitality
Management (BSHM), Humanities and Social Science
(HUMSS) and Science, Technology, Engineering and
Mathematics (STEM) with a weighted mean of 3.00.
Overall, the respondents rating on the management
information system/ balance inquiry system (MIS/BIS)
is 3.74, which means that they have a very high
satisfaction.
Table 2.11 shows the level of satisfaction of the

respondents to the prefect of discipline services. Most
Table 2.10 demonstrates the level of satisfaction of of the respondents under the college courses and senior
the respondents to the management information high school strands are very satisfied, and a minority
system/ balance inquiry system (MIS/BIS) services. of the respondents are satisfied with the prefect of
Most of the respondents under the college courses discipline services. However, the weighted mean
and senior high school strands are very satisfied, and differs among the college courses and senior high
a minority of the respondents are satisfied with the
school strands. The academic programs that rated a
management information system/ balance inquiry
very satisfactory rating are Bachelor of Secondary
system (MIS/BIS) services. However, the weighted
Education major in English (BSED-English), Bachelor
mean differs among the college courses and senior
of Secondary Education major in Mathematics (BSED-
high school strands. The academic programs that
Math), Bachelor of Science in Tourism Management
rated a very satisfactory rating are Bachelor of
(BSTM), and Information Communications
Science in Criminology (BSCrim) and Bachelor of
Technology (ICT) with a weighted mean of 4.00,
Secondary Education major in Values (BSED-Val)
Bachelor of Science in Office Administration (BSOA)
with a weighted mean of 4.07, Bachelor of
Secondary Education major in English (BSED-Eng)
Accounting Information System (BSAIS), Bachelor of
Secondary Education major in Filipino (BSED-Fil),
Livelihood Education (BTLED), and Home
(BSCpE), and Performing Arts (PA) with a weighted
Economics with a weighted mean of 4.00, Bachelor
mean of 3.91, Bachelor of Library and Information
of Science in Accounting Information System
Science (BLIS) with a weighted mean of 3.85,
(BSAIS), Bachelor of Secondary Education major in
Filipino (BSED-Fil), Bachelor of Secondary
(BSED-Scie) with a weighted mean of 3.83, Bachelor
Education major in Science (BSED-Science),
of Secondary Education major in Social Science
Bachelor of Science in Tourism Management
(BSED-SocScie) with a weighted mean of 3.84,
(BSTM), Bachelor of Science in Computer

Research Article

in Marketing Management (BSBA-MM) with a
weighted mean of 3.82, Bachelor of Elementary Table 2.12 shows the level of satisfaction of the
Education (BEED), Bachelor of Science in respondents to the registrar services. Most of the
Criminology (BSCrim), Bachelor of Secondary respondents under the college courses and senior high
Education major in Values (BSED-Val), Bachelor of school strands are very satisfied, and a minority of the
Science in Entrepreneurship (BSEntrep), Bachelor of respondents are satisfied with the registrar services.
Science in Information Technology (BSIT), General However, the weighted mean differs among the
Academic Strand (GAS), Accountancy and Business college courses and senior high school strands. The
Management (ABM) with a weighted mean of 3.72, academic programs that rated a very satisfactory rating
Bachelor of Science in Business Administration major are Accountancy and Business Management (ABM)
in Human Resource Management (BSBA-HRM) with with a weighted mean of 4.03, Bachelor of Secondary
a weighted mean of 3.65. Furthermore, the academic Education major in English (BSED-Eng) and Bachelor
programs that rated a satisfactory rating are Bachelor of Science in Hospitality Management (BSHM) with a
of Physical Education (BPED), Bachelor of Science in weighted mean of 4.00, Bachelor of Secondary
Hospitality Management (BSHM), Bachelor of Education major in Social Science (BSED-SocScie)
Science in Psychology (BSP), Bachelor of Technology with a weighted mean of 3.92, Bachelor of Science in
and Livelihood Education (BTLED), Humanities and Accounting Information System (BSAIS), Bachelor of
Social Science (HUMSS), Science, Technology, Science in Entrepreneurship (BSEntrep), General
Engineering and Mathematics (STEM) and Home Academic Strand (GAS), Humanities and Social
Economics (HE) with a weighted mean of 3.00. Science (HUMSS) and Performing Arts (PA) with a
Overall, the respondents rating on the prefect of weighted mean of 3.91, Bachelor of Science in
discipline services is 3.63, which means that they have Information Technology (BSIT) with a weighted mean
a very high satisfaction. of 3.90, Bachelor of Science in Office Administration
(BSOA), and Bachelor of Science in Computer
Table 2.11 Level of Satisfaction of the Respondents to Engineering (BSCpE) with a weighted mean of 3.85,
Prefect of Discipline Bachelor of Science in Business Administration major
in Marketing Management (BSBA-MM) with a
weighted mean of 3.76, Bachelor of Elementary
Education (BEED), Bachelor of Science in
Education major in Filipino (BSED-Fil), Bachelor of
Secondary Education major in Values (BSED-Val),
and Home Economics (HE) with a weighted mean of
major in Human Resource Management (BSBA-
HRM) with a weighted mean of 3.65, Bachelor of
Library and Information Science (BLIS) with a
weighted mean of 3.58. Further, the academic
programs that rated a satisfactory rating are Bachelor
of Physical Education (BPED), Bachelor of Secondary
Bachelor of Science in Psychology (BSP), Bachelor of
Science in Tourism Management (BSTM), Bachelor of
Technology and Livelihood Education (BTLED), and
Science, Technology, Engineering and Mathematics
(STEM) with a weighted mean of 3.00. Overall, the
respondents rating on the registrar services is 3.65,
which means that they have a very high satisfaction.

Research Article

Registrar
Safety and Security
Table 2.13 illustrates the level of satisfaction of the

respondents to the safety and security services. Most
of the respondents under the college courses and senior
high school strands are very satisfied, and a minority Bachelor of Library and Information Science (BLIS)
of the respondents are satisfied with the safety and with a weighted mean of 3.79, Bachelor of Science in
security services. However, the weighted mean differs Information Technology (BSIT) with a weighted mean
among the college courses and senior high school of 3.75, Bachelor of Elementary Education (BEED),
strands. The academic programs that rated a very Bachelor of Science in Criminology (BSCrim),
satisfactory rating are General Academic Strand Bachelor of Secondary Education major in Filipino
(GAS) with a weighted mean of 4.07, Bachelor of (BSED-Fil), Bachelor of Secondary Education major
Secondary Education major in Social Science (BSED- in Values (BSED-Val), Science, Technology,
SocScie) and Humanities and Social Science Engineering and Mathematics (STEM), Information
(HUMSS) with a weighted mean of 4.03, Performing and Communications Technology (ICT) and Home
Arts (PA) and Accountancy and Business Management Economics (HE) with a weighted mean of 3.72,
(ABM) with a weighted mean of 4.00, Bachelor of Bachelor of Science in Business Administration major
Science in Accounting Information System (BSAIS), in Human Resource Management (BSBA-HRM) with
Bachelor of Secondary Education major in Science a weighted mean of 3.65, Bachelor of Science in
(B SED - Scie), and Bachelor of Science in Office Administration (BSOA) with a weighted mean
Entrepreneurship (BSEntrep) with a weighted mean of of 3.58. Moreover, the academic programs that rated a
3.91, Bachelor of Science in Business Administration satisfactory rating are Bachelor of Physical Education
major in Marketing Management (BSBA-MM), (BPED), Bachelor of Secondary Education major in
Bachelor of Science in Tourism Management (BSTM) English (BSED-Eng), Bachelor of Secondary
and Bachelor of Science in Computer Engineering
(BSCpE) with a weighted mean of 3.82.

Research Article
Education major in Mathematics (BSED-Math), Filipino (BSED-Fil), and Bachelor of Secondary

Bachelor of Science in Hospitality Management Education major in Values (BSED-Val) with a
(BSHM), Bachelor of Science in Psychology (BSP), weighted mean of 4.07, Accountancy and Business
and Bachelor of Technology and Livelihood Education Management with a weighted mean of 4.03, Bachelor
(BTLED) with a weighted mean of 3.00. Overall, the of Secondary Education major in English (BSED-Eng)
respondents rating on the safety and security services and Performing Arts (PA) with a weighted mean of
is 3.65, which means that they have a very high 4.00, Bachelor of Science in Accounting Information
satisfaction. System (BSAIS), Bachelor of Secondary Education
major in Science (BSED-Scie), Bachelor of Science in
Table 2.14 states the level of satisfaction of the
Entrepreneurship (BSEntrep) and Bachelor of Science
respondents to the school publications services. Most
in Tourism Management (BSTM) with a weighted
of the respondents under the college courses and senior
mean of 3.91, Bachelor of Science in Information
high school strands are very satisfied, and a minority
Technology (BSIT) with a weighted mean of 3.89,
of the respondents are satisfied with the school
publications services. However, the weighted mean
in Marketing Management (BSBA-MM), Bachelor of
differs among the college courses and senior high
Science in Hospitality Management (BSHM) and
school strands.
Bachelor of Science in Psychology (BSP) with a
Table 2.14 Level of Satisfaction of the Respondents to weighted mean of 3.82, Bachelor of Library and
School Publications Information Science (BLIS) and Bachelor of Science
in Office Administration (BSOA) with a weighted
mean of 3.79, Bachelor of Secondary Education major
in Social Science (BSED-SocScie) with a weighted
mean of 3.73, Bachelor of Elementary Education
(BEED), Bachelor of Science in Criminology
(BSCrim), Bachelor of Science in Computer
Engineering (BSCpE), Humanities and Social Science
(HUMSS), Science, Technology, Engineering and
M a t h em a t i c s (STEM), I n fo r m a t io n and
Communications Technology (ICT) and Home
Economics (HE) with a weighted mean of 3.72,
in Human Resource Management (BSBA-HRM) with
a weighted mean of 3.65. In addition, the academic
programs that rated a satisfactory rating are Bachelor
of Physical Education (BPED), Bachelor of Secondary
Bachelor of Technology and Livelihood Education
(BTLED) and General Academic Strand (GAS) with a
on the safety and security services is 3.72, which
means that they have a very high satisfaction.
Table 2.15 states the level of satisfaction of the

respondents to the student council services. Most of
the respondents under the college courses and senior
high school strands are very satisfied, and a minority
of the respondents are satisfied with the student
council services. However, the weighted mean differs
among the college courses and senior high school
The academic programs that rated a very satisfactory strands.
rating are Bachelor of Secondary Education major in

Research Article
Table 2.15 Level of Satisfaction of the Respondents to Livelihood Education (BTLED), Performing Arts
Student Council (PA), Accountancy and Business Management
(ABM), Information and Communications Technology
(ICT), and Home Economics (HE) with a weighted
mean of 3.72, Bachelor of Science in Business
3.65. Furthermore, the academic programs that rated a
(BPED), Bachelor of Secondary Education major in
English (BSED-Eng), Bachelor of Technology and
Livelihood Education (BTLED), Bachelor of Science
in Hospitality Management (BSTM) and Bachelor of
on the student council services is 3.80, which means
that they have a very high satisfaction.

Utility Maintenance Services
The academic programs that rated a very satisfactory

rating are Bachelor of Secondary Education major in
Filipino (BSED-Fil) and Bachelor of Science in
Information Technology with a weighted mean of
4.03, Humanities and Social Science (HUMSS) with a
Accounting Information System (BSAIS), Bachelor of
Science in Psychology (BSP) and General Academic
Strand (GAS) with a weighted mean of 3.91, Bachelor
of Secondary Education major in Mathematics (BSED-
Math) with a weighted mean of 3.86, Bachelor of
Science in Office Administration (BSOA) with a
Management (BSBA-MM), Science, Technology,
Engineering and Mathematics (STEM), and Bachelor
of Secondary Education major in Science (BSED-Scie)
with a weighted mean of 3.82, Bachelor of Library and
Bachelor of Science in Criminology (BSCrim),
(BSED-Val), Bachelor of Science in Entrepreneurship
(BSEntrep), Bachelor of Science in Tourism
Management (BSTM), Bachelor of Technology and

Research Article
Table 3.1 shows the test of normality (Shapiro-Wilk)

to determine the data distribution which assisted the
Table 2.16 states the level of satisfaction of the researchers to identify the statistical tool to analyze the
respondents to the utility and maintenance services. data gathered from the respondents. Since admission
Most of the respondents under the college courses and (W=0.747, p=<.001), learning management system
senior high school strands are very satisfied, and a (LMS) support (W=0.750,p=<.001), campus ministry
minority of the respondents are satisfied with the (W=0.763, p=<.001), cashier (W=0.775, p=<.001),
utility and maintenance services. However, the canteen services (W=0.780, p=<.001), gender and
weighted mean differs among the college courses and development (W=0.728, p=<.001), guidance and
senior high school strands. The academic programs counseling (W=0.782, p=<.001), library (W=0.844,
that rated a very satisfactory rating are Bachelor of p=<.001), medical and dental health clinic (W=0.755,
Science in Information Technology (BSIT) with a p=<.001), management information system/ balance
weighted mean of 4.06, Bachelor of Secondary inquiry system (MIS/BIS) (W=0.816, p=<.001),
Education major in Social Science (BSED-SocScie) prefect of discipline (W=0.838, p=<.001), registrar
with a weighted mean of 4.3, Bachelor of Science in (W=0.782, p=<.001), safety and security (W=0.861,
Tourism Management (BSTM), Bachelor of Science in p=<.001), school publications (W=0.752,
Computer Engineering (BSCpE) and Humanities and p=0.0002),student council (W=0.790, p=<.001), and
Social Science (HUMSS) with a weighted mean of utility and maintenance services (W=0.848, p=<.001)
4.00, Bachelor of Secondary Education major in have p-values lower than 0.05, therefore, the data is
Mathematics (BSED-Math) with a weighted mean of considered to be not normal in distribution which one
3.96, Bachelor of Science in Accounting Information of the contributing factor to utilized non-parametric
System (BSAIS), Bachelor of Secondary Education statistical tool that is used to compare two groups -
major in Filipino (BSED-Fil), General Academic Mann-Whitney U test.
Strand (GAS), Information and Communications
Technology (ICT) and Home Economics (HE) with a Table 3.1 Test of Normality (Shapiro-Wilk)
Management (BSBA-MM), and Bachelor of
Secondary Education major in Science (BSED-Scie)
with a weighted mean of 3.82, Bachelor of Library and
Bachelor of Science in Criminology (BSCrim),
(BSED-Val), Bachelor of Science in Hospitality
Management (BSHM), Bachelor of Science in
Livelihood Education (BTLED), Science, Technology,
Engineering and Mathematics (STEM), Performing
Arts (PA) and Accounting and Business Management
(ABM) with a weighted mean of 3.72, Bachelor of
Science in Business Administration major in Human Table 3.2 illustrates the test of homogeneity (Levene’s
Resource Management (BSHRM) with a weighted test) to understand the data distribution which assisted
mean of 3.65, and Bachelor of Science in the researchers to identify the statistical tool to analyze
Entrepreneurship (BSEntrep) with a weighted mean of the data gathered from the respondents. Since
3.58. Additionally, the academic programs that rated a (F=0.1579, p=0.694), learning management system
satisfactory rating are Bachelor of Physical Education (F=1.4066, p=0.246), campus ministry (F=0.1221,
(BPED), Bachelor of Secondary Education major in p=0.740), cashier (F=0.6374, p=0.432), canteen
English (BSED-Eng), and Bachelor of Science in services (F=0.7630, p=0.390), gender and
Office Administration (BSOA) with a weighted mean development (F=0.773, p=0.387), guidance and
of 3.00. Overall, the respondents rating on the utility counseling (F=2.733, p=0.110), library (F=0.5486,
and maintenance services is 3.75, which means that p=0.466), medical and dental health clinic (F=0.3265,
they have a very high satisfaction. p=0.573), management information system/ balance

Research Article
library (U=65.5, p=0.684), medical and dental health

inquiry system (MIS/BIS) (F=2.8915, p=0.101), clinic (U=44.5, p=0.120), management information
prefect of discipline (F=2.6270, p=0.117), registrar system/ balance inquiry system (MIS/BIS) (U=57.0,
(F=0.6042, p=0.444), safety and security (F=4.9253, p=0.388), prefect of discipline (U=56.0, p=0.358),
p=0.035), school publications (F=0.0233, p=0.880), registrar (U=54.5, p=0.320), school publications
student council (F=3.3504, p=0.079), and utility and (U=61.0, p=0.520), student council (U=60.0,
maintenance services (F=1.5765, p=0.220) have p- p=0.703), and utility and maintenance services
values greater than 0.05, therefore, the data has equal (U=1.5765, p=0.481) have p-values greater than 0.05,
therefore, there is no significant difference between the
variances, which is one of the contributing factor to
college students and the senior high school students in
use the non-parametric statistical tool, which is the
terms of their levels of satisfaction with the before
Mann-Whitney U test.
mentioned student services. The findings of the study
Table 3.2 Test of Homogeneity (Levene’s) is supported by Chandra, et al. (2019), that the student
satisfaction and loyalty is achieved regardless of year
levels and grade levels, which is significantly
influenced by service quality. However, the results for
the safety and security (U=37.0, p=0.053) shows that
the p-value is less than 0.05, therefore, there is a
significant difference between the college students and
the senior high school students in terms of their levels
of satisfaction with the safety and security services.
Discussion
This study aimed to assess the level of satisfaction of

college and senior high school students in a
tertiary educational institution, and understand if there
Table 3.3 Mann-Whitney U Test is a significant difference between the college courses
and senior high school strand in terms of their level of
satisfaction to student services. The researchers
administered self-made survey questionnaire to both
college (4,841) and senior high school (1,708)
respondents. The researchers utilized the descriptive-
quantitative design to measure the degree of
satisfaction on the services provided by 16
departments of the institution. The data shows that
majority of the respondents in college are Bachelor of
Science in Criminology (BSCrim) (f=366, %=0.99),
followed by Bachelor of Science Information
Technology (BSIT) (f=350, %=7.23) and Bachelor of
Science in Hospitality Management (BSHM) (f=350,
%=7.23), Bachelor of Science in Business
(BSBA-MM) (f=331, %=6.84), Bachelor of Science in
Table 3.3 shows the findings of the study using the
Tourism Management (BSTM) (f=324, %=6.69),
Mann-Whitney U test. Since the admission (U=69.5,
Bachelor of Science in Psychology (BSP) (f=315,
p=00.850), learning management system (LMS)
%=6 .5 1 ) , Bach elo r of Scien ce in Office
support (U=57.0, p=0.389), campus ministry (U=47.0, Administration (BSOA) (f=270, %=5.58), Bachelor of
p=0.159), cashier (U=57.0, p=0.390), canteen services Elementary Education (BEED) (f=259, %5.35)
(U=54.0, p=0.310), gender and development (U=66.5, Bachelor of Science in Computer Engineering
p=0.726), guidance and counseling (U=51.0, p=0.726), (BSCpE) (f=256, %=5.29), Bachelor of Science in
Accounting Information System (BSAIS) (f=250,
%5.16), Bachelor of Secondary Education major in
English (BSED-Eng) (f=248, %=5.12), Bachelor of

Research Article
Science in Business Administration major in Human inquiry system also obtained a very satisfactory result
Resource Management (BSBA-HRM) (f=241, with a mean score of 3.77 and 3.74. In the prefect of
%=4.98), Bachelor of Science in Entrepreneurship discipline department, the respondents were found to
(BSEntrep) (f=236, %=4.88), Bachelor of Secondary have a very satisfactory rating, with a mean percentage
Education major in Filipino (BSED-Fil) (f=225, of 3.63. The same satisfactory level is also observed
%=4.65), Bachelor of Physical Education (BPED) from the registrar and safety & security department, as
(f=154, %=3.18), Bachelor of Secondary Education the respondents expressed a very high degree of
major in Mathematics (BSED-Math) (f=140, %=2.89), contentment with a mean of 3.65. The level of
Bachelor of Secondary Education major in Social satisfaction of the respondents to the school
Science (BSED-SocScie) (f=137, %=2.83), Bachelor publication expressed also a very satisfactory rating
of Technology and Livelihood Education (BTLED) with a mean percentage of 3.72. Furthermore, the
(f=130, %=2.69), Bachelor of Secondary Education student council department obtained a 3.80 mean
major in Values (BSED-Val) (f=108, %=2.22), score, suggesting that students of the institution were
Bachelor of Secondary Education major in Science very satisfied. Lastly, the utility maintenance services
(BSED-Scie) (f=103, %2.13) and lastly, Bachelor of received a good rating of 3.75, meaning that the
Library and Information Science (BLIS) (f=48, respondents have a high contentment with its services.
%=0.99). On the other hand, in terms of senior high
school strands, majority of the respondents are General Therefore, in terms of the level of satisfaction of the
Academic Strand (GAS) (f=286, %=16.74), followed respondents for both college courses and senior high
by Accountancy and Business Management (ABM) school strands to all the departments – admission,
(f=279, %=16.33), Information and Communications learning management system (LMS) support, campus
Technology (ICT) (f=278, %=16.28), Humanities and ministry, cashier, canteen services, gender and
Social Science (HUMSS) (f=275, %=16.11), Science, development, guidance and counseling, library,
Technology, Engineering and Mathematics (STEM) medical and dental health clinic, management
(f=264. %=15.46), Home Economics (HE) (f=232. information system/balance inquiry system (MIS/BIS),
%=13.58), and Performing Arts (PA) (f=94. %=5.5). prefect of discipline, registrar, safety and security,
school publications, student council and utility and
Moreover, the data revealed that the overall mean of maintenance services, majority of respondents are very
the respondents is 3.64 which is interpreted as very satisfied whereas the minority of respondents are
satisfactory, suggesting a very high level of satisfied. The weighted mean, however, varies
satisfaction of the respondents in the services of the between the senior high school and college strands.
admission department. Also, the researcher found that
the respondents have a very high level of satisfaction In conducting the hypothesis testing, since the results
in the learning management system (LMS)) support test of normality (Shapiro-Wilk) and the test of
department with an overall mean of 3.71, which falls homogeneity (Levene’s test) shows the indications of
under the interpretation of very satisfactory. In the using Mann-Whitney U test, the researchers utilized it
campus ministry department, respondents were to answer the hypothesis of the study. The findings of
observed to have as well a very high level of the study revealed that there is no significant
satisfaction (very satisfactory in verbal interpretation) difference between the college students and the senior
with an overall mean score of 3.69. The researchers high school students in terms of their levels of
found that the students were also very satisfied with satisfaction with the student services. However, there
the services of cashier, as the respondents expressed is a significant difference between the college students
their satisfaction with a mean score of 3.81. Further, it and the senior high school students in terms of their
is observed that the canteen also obtained a good levels of satisfaction with the safety and security
rating of satisfaction from the students with a mean services.
percentage of 3.73. Moreover, the gender and
development and guidance & counseling department
Conclusion
obtained a 3.78 mean from the respondents, which
suggests a very high degree of satisfaction with its
services. The library department was found to have a Based on the results of the study, in terms of college
3.67 overall mean, indicating that the users of the courses, majority of the respondents are Bachelor of
library and its services were very satisfied as the mean Science in Criminology (BSCrim), followed by
falls under the interpretation of very satisfactory. In Bachelor of Science Information Technology (BSIT)
congruence with that result, the medical and dental and Bachelor of Science in Hospitality Management
clinic and management information system/ balance (BSHM), Bachelor of Science in Business

Research Article
Administration major in Marketing Management and senior high school students; the researchers
(BSBA-MM) Bachelor of Science in Tourism conclude that there are variations on how the students
Management (BSTM), Bachelor of Science in perceive and evaluate the service quality of the safety
Psychology (BSP), Bachelor of Science in Office and security department. Additionally, the researchers
Administration (BSOA), Bachelor of Elementary conclude that this department has a need to pay more
Education (BEED) Bachelor of Science in Computer attention concerning the preferences of college and
Engineering (BSCpE), Bachelor of Science in senior high school students. Although the institution
Accounting Information System (BSAIS), Bachelor of appears to be successful in catering the needs and
Secondary Education major in English (BSED-Eng), expectations of the students, it is recommended to
Bachelor of Science in Business Administration major understand the specific concerns, preferences, and
in Human Resource Management (BSBA-HRM), wants of the students, to effectively cater the unique
Bachelor of Science in Entrepreneurship (BSEntrep), needs of the group.
Bachelor of Secondary Education major in Filipino
(BSED-Fil), Bachelor of Physical Education (BPED), Consequently, the researchers recommend to
Bachelor of Secondary Education major in continuously monitor the level of satisfaction of the
Mathematics (BSED-Math), Bachelor of Secondary students to ensure the maintenance of the student
Education major in Social Science (BSED-SocScie), services quality, which assuredly shall contribute to
Bachelor of Technology and Livelihood Education the students’ academic success. Consistently
(BTLED), Bachelor of Secondary Education major in disseminating information about the student services to
Values (BSED-Val), Bachelor of Secondary Education the students, in order for them to be aware and be
major in Science (BSED-Scie) and lastly, Bachelor of reminded that the school where they are presently
Library and Information Science (BLIS). On the other enrolled are here for them to extend assistance
hand, in terms of senior high school strands, majority whenever they need. In that way, the students feel the
of the respondents are General Academic Strand care and concern of the school management towards
(GAS), followed by Accountancy and Business them. Facilitating seminars/webinars to promote
Management (ABM), Information an d development among the students not only on the
Communications Technology (ICT), Humanities and academic aspect but also the other aspects of our lives,
Social Science (HUMSS), Science, Technology, such as social, emotional, and mental aspects. Also,
Engineering and Mathematics (STEM), Home constantly attending of the student services personnel
Economics (HE), and Performing Arts (PA). to seminars, trainings and workshops in order to
discover and create innovative methods which will
Further, the data revealed that the senior high school assist the students to easily process their documents
and college students expressed a very high level of and other related matters.
satisfaction with the services provided by the 16
departments of the tertiary educational institution. For Overall, the study revealed that college and senior high
that reason the researchers conclude that the services school students exhibit similar levels of satisfaction,
are highly effective and the needs of the students have however, the disparity of the student’s satisfaction in
been met, as the respondents generally hold a positive safety & security is notable. Thus, understanding and
addressing this dissimilarity will be crucial for the
perception towards the services of the school. Also, as
institution to secure and maintain a positive learning
the majority of the departments observed to have high
environment. The researchers recommend to utilize the
mean scores, the researchers conclude that the services
findings of this study as a guide for implementation
of 16 departments executed consistency in the
and improvement of services and conducting future
practices and quality of services delivered to the
research.
learners throughout the semester. Furthermore,
weighted mean scores variations between college and
senior high schools were observed, however, this study References
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student affairs services program in one polytechnic college. Asia Maica C. Bironia
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• Mapúa University - Philippines
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• New Era University - Philippines
86/s13731-022-00196-6 • Bestlink College of the Philippines
Likert, R. (2005). New Patterns on Management. New York, Mc.

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STUDENTS’ LEVEL OF SATISFACTION ON

STUDENT SERVICES IN A PRIVATE TERTIARY

PSYCHOLOGY AND EDUCATION: A MULTIDISCIPLINARY JOURNAL

Students’ Level of Satisfaction on Student Services in a

Introduction since students are the institute's most essential internal

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Philippines-based author Villanueva (2009)

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significance value of greater than 0.05, which is

Table 1.2 illustrates the demographic profile of the

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Table 2.1. Level of Satisfaction of the Respondents to

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Table 2.3. Level of Satisfaction of the Respondents to

Table 2.2 indicates the level of satisfaction of the

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Table 2.4. Level of Satisfaction of the Respondents to

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Science in Psychology (BSP), and Information and

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Administration major in Human Resource

Table 2.7. Level of Satisfaction of the Respondents to

Table 2.6 demonstrates the level of satisfaction of the

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Table 2.8. Level of Satisfaction of the Respondents to

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Values (BSED-Val), Bachelor of Science in

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Engineering (BSCpE), and Information and

Table 2.11 shows the level of satisfaction of the

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Bachelor of Science in Business Administration major

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Table 2.12 Level of Satisfaction of the Respondents to

Table 2.13 illustrates the level of satisfaction of the

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Education major in Mathematics (BSED-Math), Filipino (BSED-Fil), and Bachelor of Secondary

Table 2.15 states the level of satisfaction of the

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Table 2.16 Level of Satisfaction of the Respondents to

The academic programs that rated a very satisfactory

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Table 3.1 shows the test of normality (Shapiro-Wilk)

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library (U=65.5, p=0.684), medical and dental health

This study aimed to assess the level of satisfaction of

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Likert, R. (2005). New Patterns on Management. New York, Mc.

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