Customers' Satisfaction relative to the Operational Services of the College of Arts and Sciences: Basis for its Continuous Quality Improvement

Maria Luisa A. Valdez; Dairen P. De Luna; Chin Chin H. Diaz; Jonel M. Corral; Almerian B. Tayobong

Vol-5,Issue-6,November - December 2020

Author: Maria Luisa A. Valdez, Dairen P. De Luna, Chin Chin H. Diaz, Jonel M. Corral, Almerian B. Tayobong

Keywords: College of Arts and Sciences, Continuous Quality Improvement, Customers’ Satisfaction, International Organization for Standardization, Operational Services, Quality Assurance.

Abstract: In higher education institutions, quality assurance focuses on the process of verifying whether products or services meet or exceed customer expectations. Thus, this study was conducted to determine the customers’ evaluation as regards their satisfaction relative to the operational services of the BatStateU ARASOF-Nasugbu Campus’ College of Arts and Sciences within the rating period covering July up to December 2019. Specifically, it tried to determine the respondents’ evaluation of the operational services rendered by the College in terms of politeness/courtesy given by staff/service provider; reasonable time of service delivery; knowledge and competence of staff/ service provider; accomplishment of purpose of visit/transaction; no extra fees / charges other than what is required; professional treatment and assistance given; and physical setup and condition of the facilities. Likewise, corrective measures were proposed geared towards its operational services’ continuous quality improvement. The study employed the descriptive research method and included a total of four hundred twenty-eight (428) respondents chosen through the convenient sampling method. Findings of the study revealed the Outstanding Service rendered as the overall result of the customer satisfaction survey of the College of Arts and Sciences. However, improvement or changes may still be considered specifically in these two dimensions: the accomplishment of purpose of visit/transaction and the physical setup and condition of the facilities.

Article Info: Received: 1 Oct 2020; Received in revised form: 11 Nov 2020; Accepted: 16 Nov 2020; Available online: 21 Nov 2020

DOI: 10.22161/ijels.56.16