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Service Quality and Student Satisfaction

in the College of Hospitality


and Tourism Management

A Thesis Presented to the


Faculty of a Graduate School
Filamer Christian University
Roxas City

In Partial Fulfillment of the


Requirements for the Degree of
Bachelor of Science in Tourism Management

By:
Ma. Angelynne S. Gayamat

March 2019
Abstract

The aimed to determined the level of students’ satisfaction


towards the service quality of Filamer Christian University
(FCU) in terms of tangibility, assurance, reliability,
responsiveness and empathy. The study also wanted to determine
which among these service quality dimensions students are most
satisfied with. The researcher used a modified questionnaire
from study of Azleen Ilias, et. al (2008). It was established
that the students of FCU were moderately satisfied with the
service quality of the university in terms of the five
dimensions mentioned, and that dimension assurance was the
dimension in which students are most satisfied with as compared
to the other service quality dimensions. It is therefore
recommended that the university should improve the service
quality delivered to the students in order to improve its
attraction of future students and retention of already existing
students.
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www.local.lsu.edu.ph
APPENDIX
February 14, 2019
DR. MARIA ANNA LISSA A. RUBA
Dean
College of Hospitality and Tourism Management

Dear DR. RUBA,

We, Tourism Management students presently conducting a


study “Service Quality and Student Satisfaction in the College
of Hospitality and Tourism Management in Filamer Christian
University”.
In this regard, we would like to ask permission from your
good office to allow us to conduct our survey among Tourism
Management students. Attached herewith is the survey
questionnaire.

Your approval to conduct this study will be greatly


appreciated. Thank you in advance for your interest and
assistance with this research.

Respectfully yours,

(SGD) MA. ANGELYNNE S. GAYAMAT

Noted:

(SGD) MR. LORENZO G. ROJO


Researcher Advisor
Validated:

DR. FELIMON A. PIMENTEL, JR.


Dean, Graduate School
Dr. FELIMON PIMENTEL, JR.
Dean, Graduate School

Dear Dr. Pimentel, Jr.,

We are the Fourth Year student of Bachelor of Science


in Tourism Management. We sincerely ask for your assistance for
validation of questionnaire in our thesis entitled “Service
Quality and Student Satisfaction in the College of Hospitality
and Tourism Management in Filamer Christian University”.
In disregard, may we request for your professional
expertise in validating our research instrument. Tour generosity
is vital to the success of this research.

Thank you for your kind consideration.

Respectfully yours,

(SGD) MA. ANGELYNNE S. GAYAMAT

Noted:

(SGD) MR. LORENZO G. ROJO


Researcher Advisor

Validated:

DR. FELIMON A. PIMENTEL, JR.


Dean, Graduate School
Dear Respondents,

We, Tourism Management students are conducting a survey


about “Service Quality and Student Satisfaction in the College
of Hospitality and Tourism Management in Filamer Christian
University”, in partial fulfillment of the requirements for the
degree, Bachelor of Science in Tourism Management.
We are requesting you to kindly fill up the questionnaire
below. We will assure you that the data gathered shall be kept
confidential.

Thank you and God bless!

(SGD) MA. ANGELYNNE S. GAYAMAT


Head Researcher
APPENDIX B
DATA GATHERING INSTRUMENTS
Service Quality and Student Satisfaction
in the College of Hospitality and Tourism Management
in Filamer Christian University

Demographic Questions

The following questions concern personal information. Completion


of this information is voluntary and its confidentiality is
assured. Please check the box that corresponds to your answer. No
individual data will be reported.

THANK YOU!

1 Gender

Male

Female

2. Civil Status

Single Married

Divorced Widowed

3. Age Group

15 to 19 30 to 34

20 to 24 35 to 39

25 to 29 40 or older
Measurement of Service Quality Questionnaire

Please answer items cited below by checking the response that best
reflects your perception on the quality of service of Filamer
Christian University. If you are unsure or do not know the answer,
leave the answer blank. Whatever information you give me is
strictly confidential and would be used for academic purpose only.
I would like to thank you in advance for your indispensable
cooperation.

1- Disagree 2- Strongly Disagree 3- Neutral


4- Agree 5- Strongly Agree

Items Rating Scale

5 4 3 2 1

Strongly Agree Neutral Strongly Disagree


Agree Disagree
Service Quality: Tangibility
Lecturers always come
with smart dress.
Arrangements in the
classrooms are always
good.
Lighting arrangements
are enough.
I like the building
structure & set ups.
Classroom /
surroundings are
clean always.
Classroom /
surroundings are
comfortable /
conducive.
Internal / External
environment are very
suitable for
studying.
The officials are
always helpful.
Parking facilities
adequate.
The curriculum is up-
to-date.
There are number of
courses available.
Computer lab is
available with
adequate machines /
facilities.
Computers are ‘up-to-
date’ always.
Organization culture,
value & belief of
this institution are
appreciable
Service Quality: Assurance
Staff are friendly &
courteous.
Lecturers are
friendly & courteous.
Research efficiency /
productivity of the
lecturers are good.
Academic credentials
of the lecturers are
good.
Lecturers are
innovative & agents
of change.
The University is
involved with
society.
Staff are aware of
rules & regulations.
Security system is
satisfactory.
Communication skills:
Courses are well
taught in this
institution.
Service Quality: Reliability
Registration is done
on time & error –
free.
Institution keeps its
records accurately.
Lecturers are
generally reliable:
Keep time / don’t
cancel classes.
Staff shows sincere
involvement in
solving student
problems.
This institution
meets its promises in
service providing.
Dependable teaching
capability /
proficiency of
lecturers.
Lecturers show their
concern in solving
student problems.
Service Quality: Responsiveness
Staff are available
when you need helps,
if any.
Lecturers are
available to clear
your doubts.
Lecturers are
knowledgeable in
solving student
problems.
Staff show interest
to solve student
problems.
Students can raise
their problems at
anytime.
Queries are deals
efficiently &
promptly.
Service Quality: Empathy
Administration has
students’ best
interest as priority.
Access to computer
facilities is
accommodated with
students’
convenience.
Access to study rooms
is accommodated with
students’ convenience
Staff are willing to
give students’
individual attention.
Opening hours of
computer rooms is
convenient to the
students
Institute is fair and
unbiased in the
treatment of
individual student.
Lecturers are
sympathetic &
supportive to the
needs of students.

What is your satisfaction on the Service Quality of Filamer


Christian University in terms of:

D- Dis-satisfactory LS- Less-satisfactory N- Neutral


S- Satisfactory HS- Highly Satisfactory

Student Satisfaction
HS S N LS D
Tangibility
Assurance
Reliability
Responsiveness
Empathy
APPENDIX C
STATISTICAL ANALYSIS
Table 1

Demographic Profile of the Respondents

Profile f %

Sex

Male 22 44.0

Female 28 56.0

Civil Status

Single 50 100.0

Age Group

15-19 yrs old 21 42.0

20-24 yrs old 28 56.0

25-29 yrs old 1 2.0

Total 50 100.0
Table 2

Mean and Standard Deviation of Service Quality

Variable Mean Description SD

Overall Service Quality 3.76 high 0.18

Tangibility 3.87 high 0.54

Assurance 4.00 high 0.46

Reliability 3.61 high 0.19

Responsiveness 3.88 high 0.15

Empathy 3.45 high 0.18


Table 3

Mean and Standard Deviation of Satisfaction

Variable Mean Description SD

Satisfaction 3.04 high 0.60

Table 4

Pearson r Between Service Quality and Satisfaction

Variables r Sig

Service Quality and Satisfaction (-)0.16ns .424

* p<0.05 significant @ 5% alpha

level

ns p>0.05 not significant @ 5% alpha level