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CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
This chapter discusses the background of the study, statement of the problem,
significance of the study, scope and limitation of the study, conceptual framework of the
study and definition of terms.
Background of the Study
Educational institutions are the true seats of learning. School serves as students
second home which enhances and teaches academic skills, abilities and values. In order
to mold students, schools should provide high service quality. An excellence in service
by the school is what students are considering and looking for. According to Zeithamal et
al. (2006) service quality is one of the strong competitive strategies for educational
institutions.
Moreover, with the emergence of different educational institutions, the competition in
the industry has increased in a great amount. In relation, according to Prabha et al.
(2009), studies on measuring the service quality of educational institutions had also
been the focus of attention due to tough competition among educational institutions.
Also, to provide excellent service quality to all students is one of the most important
mission of every educational institution. Universities and facilities strive to provide high
service quality because they need to compete for their students as stated by Faganel
and Macur (2005).
In relation, Rogationist College is also one of the educational institutions that provide
different services. It is pursuing to empower its vision and mission through the service
they are providing. Hence, it aims to provide competent service quality to its student
through the different offices.
Furthermore, every student wants to perceive the best service quality that a school
can provide. One of the ways to measure service quality in an institution is to have an
evaluation. Since most of the offices in Rogationist College does not have an evaluation,
the researchers want to evaluate the service quality on each offices because it is
important to identify the gap between the expectation and expectation of the students in
the service offered in each offices. Also, as part of researchers experience, Rogationist
College conduct Y-SPEAK every semester in order to encourage the students to voice
out their concerns, suggestions and recommendations relative to the schools facilities,
service personnel and the overall services provided by the institution. In most cases this
activity seems to be the time where all the concerns regarding the service quality of the
school arises. Several results of the previous Y-SPEAK showed that there are some
offices wherein students were delighted with the quality of service offered to them.
However, other feedbacks show that there are some parts of the school offices which
needs improvement.
Having said that, the researchers come up to conduct an evaluation about the
service quality of Rogationist College school services to identify the dimensions and
aspects affecting the expectations and perceptions about the service being offered by
the school. To know what are the reasons behind the problem within the services offered
by the school. Also, to know the evaluation of each offices in terms of its service quality.
Statement of the Problem

This study aims to determine the service quality of school services in Rogationist
College.
Specifically, this study sought to answer the following:
1. What is the demographic profile of the respondents?
1.1 Age
1.2 Gender
2. What is the evaluation of service quality in different office of the Rogationist
College in terms of the following?
2.1 Reliability
2.2 Assurance
2.3 Tangibility
2.4 Empathy
2.5 Responsiveness
Significance of the Study
This study about the evaluation on the service quality of school services in
Rogationist College will be beneficial to the following:
School Offices
The result of the study will be beneficial in different offices of Rogationist College as
it may serve as basis for the improvement of their services and it can also strengthens
the service on which they are proficient.
School Administration
This study will be beneficial to the school administrator as this study may serve as a
tool for planning and proposing what actions are needed to be done for the improvement
of each offices.
Students
This study will be beneficial to the students since they are the direct receiver of the
service when the service quality of school offices improves.
Future Researchers
This research may serves as reference of guide for students who will be conducting
related study in the future.

Scope and Limitation of the Study


Generally, the study will be focusing on the evaluation of service quality of
Rogationist College school services. It aims to determine the demographic profile of the
respondents such as age and gender. It will also evaluates the service quality of different
office of the school in terms of reliability, assurance, tangibility, empathy and
responsiveness. However, this study will target the selected college and technical
education
students
of Rogationist
College as the respondents in academic year 20161. Demographic profile of
the respondents
in terms
of:
2017.
1.1. Age
1.2. Gender
2. Service quality in different office of the school in terms of the following:
2.1 Reliability
Data gathering
Evaluated Service Quality of Rogationist College School Service
2.2 Assurance
Analysis
2.3 Tangibility
Conceptual Framework of the Study
Sorting
2.4 Empathy
The research paradigm of the study is illustrated in Figure 1.
Interpretation
2.5 Responsiveness
INPUT
PROCESS
OUTPUT

Figure 1. Research Paradigm


The input includes the demographic profile of the respondents such as age and
gender and the service quality in different office of the school in terms of reliability,
assurance, tangibility, empathy and responsiveness will be process by gathering data in
the form of letters addressed to the appropriate office noted by thesis adviser and
research coordinator that will use adopted and modified survey questionnaire. These
data will be sorted, analyzed and interpreted to have the output of evaluated service
quality of Rogationist College school services which will serve as basis for the
improvement of their services and it can also strengthens the service on which they are
proficient and a tool for planning and proposing what actions are needed to be done for
the improvement of each offices.
Definition of terms
This study is intended to determine the Service Quality of Rogationist College
School Services. For better understanding of this study, the following terms are
conceptually and operationally defined:
Age refers to the length of time during which a being or thing has existed.
Assurance refers to the employees behavior that will give customers confidence in the
firm and make customers feel safe.
Empathy refers to the ability of the firm to understand customer problems and performs
in their best interest as well as giving customers individual personal attention and having
convenient operating hour.
Gender refers to the male or female division of a species, especially as differentiated by
social and cultural roles and behavior.
RATER Scale refers to an instrument for measuring how customers perceive the quality
of service. This instrument is based on the five (5) dimensions such as reliability,
assurance, tangibility, empathy and responsiveness.
Reliability refers to the ability of the firm to provide its customer with accurate service
the first time without making any mistakes and delivers what it has promise to do by the
time that has been agreed upon.
Responsiveness refers to the ability of the employee who are willing to help customers
and respond to their request as well as to inform customers when service will be
provided.
School office refers to the different offices of the institution which includes accounting
and cashier, campus ministry, clinic, guidance, library, prefect office and registrar.
Service refers to a valuable action, deed, or effort performed to satisfy a need or to fulfill
a demand.
Service Quality refers to assessment of how well a delivered service conforms to the
client expectations.
Tangibility refers to the appeal of facilities, equipment and material used by a service
firm as well as to the appearance of service employees.

CHAPTER 2
REVIEW OF RELATED LITERATURES AND STUDIES
This chapter contains information gathered from books, online sources and other
related studies and literatures that provide the researchers with the necessary
background knowledge to follow the study.
In every industry service quality is always a factor to be considered, even in the
educational industry. According to the study conducted by Ulewicz (2014), the service
quality offered by educational institutions plays a vital role in producing graduates. That
come up to the study, Application of Service Quality (SERVQUAL) method for evaluation
of Quality of Educational Services at the University of Higher Education which aims to
determine the level of service quality given to the students studying management and
production engineering at Czestochowa University of Technology. In order to know the
level of service quality at the said University, the researcher adapted the SERVQUAL
method that is introduced by Parasuraman et al. this method includes the five (5)
dimensions of quality such as reliability, assurance, tangibility, empathy and
responsiveness. The findings of the study showed that all the five dimensions of service
quality in Czestochowa University of Technology have a negative result. The findings
showed that the university needs to put improvement on all the dimensions of service
quality because it has shown that the expectation of students exceeded their perception
on the service given to them.
In relation, Green (2014), stated that there was a need to know about the gap
between expectation and perception of service in an educational institution. The aim of
the study was to know the service quality given to the students at Durban University of
Technology. The study have adapted SERVQUAL method in determining the service
quality at Durban University of Technology. The findings reveal that on average, students
have high expectations in tangibility, reliability and assurance. On the other hand,
students have high perception in the dimension of assurance. The overall results turned
to be, students expectation exceeded students perception which resulted from

dissatisfaction of students to the Durban University of Technology. However, the study


will be useful for the University by using its findings in addressing on what improvement
is needed to be done in the five (5) dimensions of service quality.
Moreover, the competition amongst educational institution have been increasing
in todays environment. According to the study of Chopra, Chawta and Sharma (2014),
students now a days have a lot of institution to choose from and educational institutions
need to know the discrepancy between the students expectations and perceptions. The
aim of the study was to know the students perception of service quality at Indian State of
Haryana. SERVQUAL method was the instrument used by the researchers in order to
measure the service quality of Indian State of Haryana. The findings of the study showed
that among the five dimensions of service, empathy and reliability turned to have
negative results. The study have shown that there was a gap in the form of emotional
connect between the students and the institution. The overall result of the service quality
at Indian State of Haryana turned to be negative which showed that the University have
not met the expectation of the students regarding the service quality given to them.
In support, according to the study conducted by Wael (2015), in order to survive
a fierce competition amongst educational institution, a need for competent service
quality and student satisfaction is at most significant. The aim of the study was to
generally assess the students perspective on the service quality offered in Pavia
University. Besides, the researcher also wanted to reduce the gap between the students
expectation and actual perception by identifying which area of the university needs
improvement. SERVQUAL model questionnaire was the methodology used by the
researcher to assess the quality of service perceived by the students. It was revealed
that expectation of the students to the service quality along with its five dimensions
showed higher expectation than the perception of the service meaning the University
of Pavia was in need for improvement in all the dimensions of service quality they are
offering to their students.
Nowadays, the level of service quality offered by educational institution have
been put in great significance just like other service sectors. Through this concern, Khan,
Ahmed and Nawaz (2011) have come up with a study regarding students perspective of
service quality in higher learning institutions. The purpose of the study was to know the
service quality of an academic institution on the perspective of students. The
researchers of the study adapted the SERVQUAL method that was introduced by
Parasuraman et al in assessing the service quality of the academic institution. The main
focus of the study was to determine the level of service quality on the perspective of the
students. Simple random sampling technique was used on determining the respondents.
The findings show that out of the five (5) dimensions of service quality, only
responsiveness, assurance, empathy and reliability have significant relationship with the
service quality provided by the academic institution on the students perspective. On the
other hand, findings have shown that tangibility was the least to consider by the students
when it comes to service quality given to them.

Similarly, the study of Zafiropoulos and Virana (2008), stated that there was a need
to identify the gap between the perception of the students and personnel on the service
quality offered to bridge the attitude of one another. The main purpose of the study was
to know and analyze the expectation and perceived quality of students and personnel in
a higher education institute in Greece. The study has adapted the SERVQUAL method
to measure educational quality. The findings revealed that there was a gap between
students and personnel on how they perceived the service quality in Higher Education
which are the discrepancy between their expectation and perceived quality. The results
have shown that though personnel perceived a higher educational service they tend to
have greater expectation and on the other hand, students show less expectation and
perceived a lower educational service.
Also, the study conducted by Seng & Ling (2013), stated that educational
institution can supplement the need of the students by continuously monitoring the
services being delivered and by focusing on satisfying their students. In line with this, the
purpose of the study was to analyze the service quality rendered by the learning
institution in Malaysia and its accordance to student satisfaction. In order to know and
analyze the level of student satisfaction, the researchers used the five (5) dimensions of
service quality. The findings of the study showed that services offered by instructors and
learning resources have positive relation with students satisfaction. Also, students
engagement showed positive result. Through this study, the institution can provide
necessary strategies for its improvement. However, it can also develop the sustainability
of the institution regarding the five (5) dimensions of service quality.
Hence, according to the study conducted by Kundi et al. (2014), educational sectors
were considered as one of the important sectors in the economy to meet the demand of
competition amongst educational institution. The purpose of the study was to investigate
the correlation of service quality on customer satisfaction of Gomal University DIKhan of
Pakistan. SERVQUAL method was the tool used by the researchers to analyze if there
was a significant relationship between independent, which are the five (5) dimensions of
service quality and dependent variables which was known to be customer satisfaction. It
was revealed that the variables showed positive relationship. The findings have shown
that assurance and tangibility have significant relationship and was considered the most
significant factor in improving the service quality in the said university.
In addition, according to the study of F. Khodayari & B. Khodayari (2011), service
quality of an institution reflects on the difference between students expectation and
perception. The study focused in measuring service quality of Islamic Azad University in
Iran last 2011. It also focused on two (2) objectives, first was to know the factors of the
service quality then second was to determine the service quality being used by the
university. In line with this the purpose of the study was to know the gap of students
expectation and perception in higher education by using the SERVQUAL and its
dimension. Furthermore, the result of the study found out that there was a gap between
the students expectation and perception. Also, reliability and assurance were the

dimensions which are the most important for the students according to the result of the
survey.
Furthermore, according to the study of Kelso (2008) service quality is a key
determinant on students satisfaction. The study have shown that among the area of the
institution that provides service, Library has the most satisfaction level received. On the
other hand, students perceived negative results regarding the support services of the
institution, class availability, and facilities. Also, the study showed that age and gender
have significant relationship in the perception of students to the service quality provided
by educational institution. The results of the study have created an awareness towards
the expectation of the students to the institution. Also the findings of the study became
useful for the school administrator to development the areas which need an
improvement.
In line with this, the study conducted by Ezeokoli and Ayodele (2014) stated that
there was a need to strive a highly competitive service quality on the universities in
Nigeria to attract more students due to an increasing number of private institutions on
the said country. The purpose of the study was to investigate the dimensions of service
quality encounter of the students in Babcock University and identify whether they are
satisfactory or not. Service Quality Dimensions Inventory (SQDI) and Students Academic
Satisfaction Scale (SASS) were the instruments used by the researchers for the data
collection. The findings have revealed that competent service quality was at most
importance in order to retain and gain students trust in choosing the best educational
institution. The results have shown that each dimension of service quality significantly
affects the academic satisfaction of the students and the overall result showed
satisfactory on the service quality encounter of the students.
Furthermore, according to Ere and Clothey (2013), students satisfaction goes
along with the service quality provided by the institution. In line with this, the researcher
made a comparative study between two educational institution, the Drexel University and
the Gazi University. The focus of the study was to know the perceived service quality of
students towards both universities. The study revealed that both universities have high
relationship between the dimensions service quality such as responsiveness,
communication, credibility and security. In addition, the study show that students in
Drexel University were satisfied with service quality in their institution for the reason that
administration and technical qualities made a good service quality with the students. On
the other hand, the results from Gazi University show that students were not satisfied
and their expectation regarding the service quality offered by the University does not met
sufficiently due to lack of learning resources or its tangibility.
However, according to Mamilla, Janardhana & Babu (2013) the perspective of
the students in the service offered in an educational institution is difficult to
conceptualize compared to other service industries. The aim of the study was to
investigate the students satisfaction in Sri Venkateswara University by focusing on the
reliability dimension of service quality in which case was the ability of the personnel and
professor to deliver and perform its promised service. To measure the satisfaction of the

students on the said university, the researchers used factor analysis, t-test and
correlation analysis. The results of the study revealed that there was a significant
relationship between customer satisfaction and the reliability dimension of service quality
meaning the professors and personnel in Sri Venkateswara University was able to
perform their promised service that satisfied their students.
According to the study conducted by Mokhlis (2012) competent service quality
encounter was the key contributor to the satisfaction of the customers. Likewise, gender
affects the perception of the customers on the perceived service quality and female tend
to rate service quality lower than males do. The aim of the study was to examine if
gender contributes significant relationship on service quality and customer satisfaction.
The researchers entirely used the SERVQUAL scale in the study. The findings revealed
that service quality and customer satisfaction showed positive relationship. It was
indicated that three (3) of the five (5) dimensions of service quality namely tangibility,
empathy and reliability were considered relevant to males than females do and the two
(2) remaining dimensions, assurance and responsiveness, showed equal significant on
both genders.
Moreover, Min and Khoon (2013) stated that it was important to measure the
service quality perception on the service sectors particularly educational institutions. The
focus of the study was to determine the role of demographic factor in the evaluation of
the service quality in higher education in the perspective of international students.
SERVQUAL and Service Performance (SERVPERF) method were the instruments used
by the researchers to measure the motives, expectation, perception and satisfaction of
the students. It was revealed that among the demographic variables, age showed
significant relationship in the key elements of service quality. On the other hand, gender,
nationality and present level of the study were considered the most influential variable in
the satisfaction of the students.
In todays environment, providing competent service quality have been the
focused of most educational institution in order to gain competitive advantage. According
to the study conducted by Ali et al. (2015) the ability to perform a high quality of service
were the main concern of the educational institutions around the world. The purpose of
the study was to examine if service quality in Malaysian Public University contributes
significant relationship on students satisfaction, image and loyalty. Higher Education
Performance (HEdPERF) was the instrumentation used by the researchers in this study.
The findings of the study revealed that among the dimensions, reputation was shown to
give low score. It has been observed that improvement on the institutional image as well
as the students loyalty were the results of a satisfied student.
In addition, according to the study conducted by Owino (2013) the growth of service
sectors in higher education in Kenya is rapidly growing due to the increasing number of
enrollees, the government lessen the funds for educational institution and arrival of
competitive private universities. The aim of the study conducted by Owino is to
investigate whether service quality, corporate image and customer satisfaction are
significantly related to one another. The study adapted a positivist paradigm to measure

significant relationship between the three. The findings have revealed that there was an
existing significant relationship between service quality, customer satisfaction and
corporate image. Moreover, this indicate that a good corporate image can enhance the
relationship of service quality and customer satisfaction.
Moreover, according to the study of Sharabi (2016) in order to survive in a
competitive global market, higher educational institution must strive to become more
competent and efficient due to a rising expectations of the students. The aim of the study
was to investigate the factors affecting in managing and improving the service quality
offered in Higher education. In this study, Schneider and Bowens model was the
methodology used by the researchers. It was revealed that service quality perceived by
the students and personnel of higher education significantly vary on the top higher
education management meaning if not handled well may lead to problems that greatly
affects the enhancement of service quality.
According to Famacion-Quinco (2010), service quality offered by educational
institutions plays a vital role on the satisfaction of the students. The purpose of the study
was to determine the level of students' satisfaction towards the service quality of La
Salle University. In order to determine the level of students satisfaction towards the
service quality of La Salle University, the researcher used the five dimensions of service
quality. From the study the findings have shown that the students were moderately
satisfied with the service quality of the university in terms of the five dimensions
mentioned. Also, among the five dimensions assurance turned to be the dimension in
which students are most satisfied with. Therefore the researcher have recommended
that the university should continue to improve on the five dimensions of service quality
delivered to the students. It is to increase the level of attraction for future students and
also to retain existing students.
Also, the study of De Chavez, Maristela and Panganiban (2014) was about the
students perception regarding the services of front line office of the Batangas State
University ARASOF. The purpose of the study was to examine the perception of the
students towards the quality of service in the said institution through the data gathered
to the 688 college students using the percentage and weighted mean through analyzing
its skills, behavior and performance of each front line offices. The study revealed that the
quality of service of the front line services applied the function of consistency, students
treated fairly and has satisfaction to each performance in which the skills, behavior and
performance of the offices has improve and were put to work. From the findings
obtained, the quality of service of the front line services received a positive perception
which the researchers recommend to have continuous improvement and maintain its
satisfied quality of service.
According to the study conducted by Dulay (2015) students satisfaction was
considered as the competitive advantage of every institutions. The focus of the study
was to identify the dimensions of service quality in the learners point of view of Ifugao
State University, Main Campus. The instrument being used by the researcher was
quantitative approach. It was revealed that the dimensions that got the highest mean

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score were academic aspect, program issues and reputations and on the other hand,
non-academic dimension got the lowest mean score.

Synthesis
The literatures and the studies that have been mentioned above have a significant
role in the success of the study. These served as the supporting documents of the study
in accordance with the statement of the problem. The focus of the cited studies was
about the demographic profile of the respondents such as age and gender and its
relation to service quality in educational institution. In line with these are the five (5)
dimensions of service quality namely reliability, assurance, tangibility, empathy and
responsiveness.

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The similarities of the related literatures and studies found are the competent
service quality being offered in the educational institution which serve as their
competitive advantages, the most methodology used to measure the discrepancy
between the expectation and perception of the student to the service is the SERVQUAL
framework and lastly, they are similar in the concept of having a positive perception
about the service quality of an educational institution would reflect to its students.
Hence, the researchers noted significant differences on the cited studies such as
other studies associate service quality to students satisfaction in evaluating educational
institutions. Moreover, in the study conducted by Mamilla, Janardhana and Babu (2013)
they also measure the service quality of an educational institution but they only focused
on one dimension which is the reliability. Also, some of the cited studies used different
methodology in assessing the service quality of an educational institution.

CHAPTER 3
METHODOLOGY
This chapter discusses the research design, respondents of the study, research
locale, instrumentation and procedure.

Research Design
This study will use the descriptive method of research in answering the
evaluation of service quality in Rogationist College school service. According to Briones
(2008), descriptive method is used in describing the nature of a situation which exist at
the same time of the study. Furthermore, descriptive method also involves data
collection to be able to answer the problem concerning the subject of the study. In
particular, the researchers will make use of evaluation type.

Respondents of the Study


The subjects of the study are the 200 selected students from college and technical
education students enrolled in Rogationist College in the school year 2016-2017. The
researchers will use the random sampling technique from the 200 respondents of the
institution. Out of 548 college students, 176 are the selected respondents while out of
the 73 TED students, 24 are selected respondents that will be taken as samples since
they are the direct and main recipient of Rogationist College school services. The
researchers made use of the Slovins Formula in order to get the appropriate percentage
of the respondents from College and TED Department.

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Research Locale
This study will be conducted in Rogationist College, a prime catholic institution at
Lalaan ll, Silang, Cavite. It is one of the prestigious colleges in Cavite that is composed
of four (4) departments such as high school, senior high school, college and technical
education department (TED). The researchers are currently a student of the said
institution taking up Bachelor of Science in Business Administration major in Marketing
Management.
Rogationist College has established itself as one of the stabilized colleges in Cavite.
For that reason, the researchers want to contribute for the continuous development of
the school, the fact that the researchers are students of the said institution. Conducting
this study will determined the service quality of the school and it will help the school on
continuously providing competent service quality to its students.

Instrumentation
In order to evaluate the service quality in Rogationist College school services, the
researchers will adapt the instrument of RATER Scale. The said instrument was used
by Owino (2013) for his research study which evaluated the influence of service quality
and corporate image on customer satisfaction among university students in Kenya. This
instrument consists of five (5) dimensions namely reliability, assurance, tangibility,
empathy and responsiveness. The researchers will evaluate selected offices of the
school such as accounting and cashier, campus ministry, clinic, guidance office, library,
prefect and registrar.
The survey questionnaire will be divided into three (3) parts: first part contain
questions related to the demographic profile of the respondents, second part is comprise
of questions regarding the dimensions of service quality offered in each offices. Wherein
the researchers adapted and modified the questionnaires of the following authors
including Owino (2013), Min and Khoon (2012) and Ulewicz (2014) and the last part is
composed of overall ratings, comments and recommendation of the students. Likewise,
there are five (5) questions under each dimensions giving 25 items each offices resulting
to the total of 175 items. The survey questionnaire will use Likert scale, weighted and
percentage mean to summarize the answers of the respondents. The data gathered will
be presented with the use of tables and graphs. To interpret the data, the questions will
be scored on a Likert scale from 1-5. Rating 1 means the lowest service quality
encounter while rating 5 means the highest service quality encounter of the students
with respect to area of given questions. The Likert scale ratings are as follow:
Table 1. Likert Scale Mean Value, Verbal Description and Interpretation

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Mean Value

Description

Verbal Interpretation

4.20-5.00

Excellent

Superior expectations are met and there is no


problem encountered.

3.40-4.19

Good

Almost expectations are met and there are


seldom problems encountered.

2.60-3.39

Average

Some expectations are met and there are few


problems encountered.

1.80-2.59

Fair

Little expectations are met and many


problems encountered.

1.00-1.79

Poor

No expectations are met and many problems


encountered.

Procedure
After the proposal of the study has been approved, the researchers will make a
letter to ask permission to the schools administration and coordinate with the
department heads, dean and rector of the school to allow them to conduct a survey
evaluation about the service quality offered in Rogationist College. The instrument to be
use is for the selected students of the said institution such as college and TED
department in the academic school year 2016-2017.

Statistical Treatment
The statistical method will be applied for the analysis of the data and
interpretation of the results.
The researchers will use frequency and percentage in determining the
demographic profile in evaluating the service quality in Rogationist College school
services given by the formula:
f
P=

x 100
n

Where in:
f = frequency

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n = total number of observation


P = percentages

In order to know the evaluation of service quality in Rogationist College school


services, the mean score will be determined, given by the formula

Where in:
= mean

f = frequency

n = total number of respondents

x = score

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SURVEY QUESTIONNAIRE
Dear respondents,
We are 4th year Bachelor of Science in Business Administration major in Marketing
Management students in Rogationist College, Lalaan II, Silang, Cavite. We are currently
conducting a marketing research that aims to evaluate the service quality of the Rogationist
College school services and we are requesting you to answer this survey questionnaire.
Rest assured that your answers will be kept confidential and will be used only for the
purpose of the study. Thank you for your kind cooperation!

The Researchers

Name (optional):_________________________________________________
Year/Course: ____________________________________________________

PART 1: Demographic Profile


Kindly put a check mark (
number.

) or place your answer on the space provided for each

1.1 Age: ___________


1.2 Gender:

Female

Male

PART 2: Service quality of Rogationist College school service


Rate the following Rogationist College school service in terms of its service quality by
putting a check mark ( ) on the space provided for each number.

Legend:
5 Excellent

2 Satisfactory

4 Very Good

1 Poor

3 Good

ACCOUNTING AND CASHIER OFFICE

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Reliability
The personnel provides services at the time promised.
This office keep its records accurately.
The process of making payment is convenient.
This office performs the service right the first time.
The personnel show sincere interest in solving students problem.
Assurance
This office have friendly and courteous personnel.
The personnel have knowledge on rules and procedures of the office.
The personnel have the knowledge to answer students' questions.
The personnel are trustworthy.
The personnel speak with you by using an appropriately address forms (for
example, hello, may I help you, Sir/Madam?).
Tangibility
This office have up-to-date equipments.
The personnel are well dressed and has good appearance.
The overall cleanliness of this office.
The personnel present themselves in a manner appropriate to their
positions.
The materials related to provided services (e.g. statement of accounts,
promissory note and receipts) are current, understandable and accessible.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
The personnel are always willing to help students.

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The personnel have readiness to respond to students request.


The personnel are granting assistance to students and timely provision of
services.
The personnel have the capacity to solve problems when they arises.
This office have available personnel to assist you.
CAMPUS MINISTRY
Reliability
This office keeps its records accurately. (e.g. recollection attendance)
The personnel have sincere interest in solving students spiritual problem.
The lecturer have spiritual knowledge. (e.g. during recollection and
vocational festival)
The personnel are providing services as promised.
The personnel use effective teaching methods. (e.g. vocational festival)
Assurance
The personnel are friendly and courteous.
The personnel have the knowledge to answer students' questions.
The personnel have knowledge on rules and procedures.
The personnel are trustworthy.
The degree to which office involves spiritually with the students.
Tangibility
This office have available spiritual materials.
The physical facilities of the office are spiritually appealing.
This office shows spiritual organizational culture, belief and value.
The personnel provide the services with courteousness.
The personnel are dressed appropriately.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.

21

The personnel have the students best interests at heart.


The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
This office have available personnel to assist students in spiritual needs.
The personnel inform students when services will be performed. (e.g.
during vocational festival)
The personnel have the capacity to solve problems when they arise. (e.g.
spiritual problems)
The personnel are always willing to help students.
The personnel have readiness to respond to students request.
CLINIC
Reliability
The personnel always deliver services on-time.
The personnel performs the service right the first time.
This office keep its record accurately.
The personnel are approachable and always willing to help.
The personnel show sincere interest on helping students.
Assurance
The personnel are friendly and courteous.
The personnel have the required skills to perform service.
The personnel are trustworthy. (e.g. in giving appropriate medicines and
first aid treatment)
The personnel have the knowledge to answer student questions.
The personnel are efficient and productive.
Tangibility
This office have up-to-date equipment.
The overall cleanliness of this office.
The personnel provide the services with courtesy.

22

The personnel have a neat and professional appearance.


This office have adequate information of the records.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
This office have the availability of personnel to assist students.
The personnel have readiness to respond to students request.
The personnel offers prompt services to students.
The personnel have the capacity to solve problems when they arise.
The personnel are willing to help students.
GUIDANCE OFFICE
Reliability
This office have convenient operating hours.
The personnel deal with student in a caring fashion.
The personnel have students best interests at heart.
The personnel understand students' needs.
The personnel are fair and unbiased in their treatment to students.
Assurance
The personnel are friendly and courteous.
The personnel have required skills to perform service.
The personnel are able to instil confidence in students while counselling.
The personnel are trustworthy.
This office have proficient personnel.

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Tangibility
This office display cleanliness of facilities.
The personnel have a neat and professional appearance.
This office have adequate information of the records.
The personnel present themselves in a manner appropriate to their
positions.
This office have available counsellor.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
The personnel have the capacity to solve problems when they arise.
The personnel have the readiness to respond to students request.
This office have the availability of counsellor to assist students.
This office shows channels for expressing student complaints.
The personnel are always willing to help students.
LIBRARY
Reliability
The personnel provide services as promised.
The personnel are approachable and always willing to help.
The personnel are highly qualified.
The personnel provide services in a reliable and honest way.
This office keeps its record accurately.
Assurance
The personnel are friendly and courteous.

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The personnel are efficient and productive.


The personnel are proficient.
The personnel have knowledge on rules and procedures.
This office shows security measures.
Tangibility
This office has an appealing decoration and atmosphere.
This office shows cleanliness.
This office has suitable computers provided in the laboratory for students.
This office provides availability of books.
This office displays books are up to date.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
The personnel have the readiness to respond to students request.
The personnel are always willing to help the students.
This office has the availability of personnel to assist you.
The personnel have the capacity to solve problems when they arise.
The personnel provide services efficiently.
PREFECT OF DISCIPLINE OFFICE
Reliability
The prefect office keeps and maintains error-free records accurately.
This office provides its services at a time it promises to do so.
The personnel provide services in a reliable and honest way.

25

The personnel have sincere interest in solving students problem.


The personnel are fair and unbiased in their treatment to students.
Assurance
The personnel are innovative and agents of change.
The personnel have knowledge on rules and procedures.
The personnel are friendly and courteous.
The personnel have the knowledge to answer students' questions.
This office shows security measures at the hand of the personnel.
Tangibility
This office shows organizational culture, belief and value.
This office shows visually appealing materials associated with the service.
This office provide records that are up to date.
The personnel are well dressed and neat in appearance.
This office shows cleanliness.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness
The personnel have the capacity to solve problems when they arise.
The personnel tells you exactly when services will be provided. (e.g. the
prefects inform you about the policies of the school and time of its action)
The personnel offer prompt services to students.
This office have channels for expressing student complaints that are readily
available.
This office have available personnel to assist students.

26

REGISTRAR OFFICE
Reliability
The personnel provide services as promised.
The personnel are reliable in handling customers' service problems.
The personnel are providing services at the promised time.
This office keeps its records accurately.
The personnel show sincere interest to solve your problem.

Assurance
The personnel have the knowledge to answer students questions.
The personnel are always polite, friendly and courteous to all students.
The personnel speak with students in an appropriate manner.
The personnel has knowledge on school information describing all about
registration forms.
The personnel has knowledge on rules and procedures.
Tangibility
The personnel have up-to-date equipment.
This office has visually appealing facilities.
The personnel have a neat and professional appearance.
This office have curriculum that is up to date.
This office shows cleanliness.
Empathy
This office have convenient operating hours.
The personnel give personal attention to all students.
The personnel have the students best interests at heart.
The personnel understand the students' needs.
The personnel are fair and unbiased in their treatment of individual.
Responsiveness

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This office keep students informed about when services will be performed.
This office provide prompt service to students.
The personnel are willing to help students.
The personnel have the readiness to respond to students' requests.
The personnel have the capacity to solve problems when they arise.

PART 3: COMMENTS AND RECOMENDATION


3.1 Your overall ratings about the service quality of Rogationist College school services, five
(5) being the highest rate.
5 Excellent

2 Satisfactory

4 Very Good

1 Poor

3 Good

3.2 Please provide us with details of what you think could comment or recommend about the
service quality of Rogationist College school services.

Thank you!