Chapter 1

THE PROBLEM AND ITS SCOPE

The Christ the King College de Maranding has changed dramatically

over the years, based on factual observations from the stakeholders. Among

the main precursors to these changes are alterations of the demographic

structure, socio-economic changes, and the development of new information

and communication technologies, the new knowledge society and the debate

over the role of education. These changes together with a questioning of the

functionality and performance of schools, an increase of society’s

expectations with respect to the performance of both public and private

schools, as well as an increase in the demands of the various users of these

services have resulted in a concern to improve the quality of teaching and all

the services that the school provides.

The possible students’ feedback of the educational services is

increasingly awareness and having conducive to learning. A significant

increase in the service industry has increased the awareness of many

researchers and consumers to the term “quality” of the services offered by

the schools. Furthermore, the relationship between customer satisfaction and

service quality has also received a good deal of attention in the literature.
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Through having equitable services of the school and good facilities such as

the laboratory facilities, school clinic, canteen and classroom it can increase

the satisfaction of the students as well as the parents to enroll their child in

the particular institution. However, schools are increasingly recognized as a

service industry, placing greater emphasis on meeting the expectations and

needs of its participating customers, who are the students. The quality

service in service educational institutions is an important factor that is

considered for attracting and retaining the students in particular and other

stakeholder/customer in general. The need to retain service quality in

universities does not only associate with its importance rather it also serve as

a basic ingredient in achieving excellence at higher education level. It had

also been explored that universities start realizing that the education and

other services they offer should be considered as a business like other

service industries and they should focus on student’s, academic staff’s and

all other stakeholders’ expectations and perceptions while delivering the

service.

Apparently, Ilias et al., (2008) identified that the main factors that could

affect the level of students’ satisfaction were, students’ perception on learning

and teaching, support facilities for teaching and learning (libraries, computer

and lab facilities), learning environment (rooms of lectures, laboratories,

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social space and university buildings), support facilities (health facilities,

student accommodation, student services) and external aspects of being a

student such as finance, transportation. The capabilities, an institution to

provide and manage these, would enable able to meet student expectations

and gain competitive advantage.

According to Ukra (2014), social and physical factors of an

institution’s services may greatly influence the degree of attractiveness and

the students’ overall satisfaction. Social factors consist of student-faculty

member’s relationships, student-administration member’s relationships and

student-student relationships. Then physical factors represent the class size

and the environment, technology used during the lectures, library and

computer laboratory, wi-fi connections in the campus, cafeteria and all

student related service facilities.

In relation to that, just like any form of business, factors related to

satisfaction levels and students’ perceptions of quality will attract and retain

students. There is a “direct association between student satisfaction and

retention. The strength of these associations and their prevalence across all

measures suggest that promising ways to reduce an institution’s dropout rate

is to focus more attention on students’ satisfactions.” Hence, service

providers are also beginning to understand that products or services alone

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cannot retain their customers. Nowadays, student’s opinions about all

aspects of academic life are sought by educational institutions worldwide.

University becomes a place to provide services to fulfill the student’s needs.

Student’s demand is at a higher level not only in relation to the quality of

teaching but also to the condition of facilities. Thus, a strategy of continuous

improvement with regard to service quality is very important (Ideris, 2016).

This study investigated the students’ satisfaction level on the educational

services rendered by the school. Education as a service is provided by the

educators who consider both physical and social environment to positively

influence student satisfaction. This research will investigate how all these

environmental factors can elicit positive and affective attitude from students

toward their satisfaction.

Students’ satisfaction can be defined as a short-term attitude resulting

from an evaluation of students’ educational experience, services and

facilities. The sustainability and the success of schools are highly dependent

on the students’ satisfaction and this satisfaction helps the schools to find out

their strengths and the areas where they need improvement. Students’

satisfaction is not merely dependent on the teaching assessments, but a

deep analysis should be there to find out all the factors that contribute to the

students’ satisfaction.
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The main purpose of this study was to determine the students’

satisfaction level on the educational services of Christ the King College de

Maranding, school year 2018-2019. Specifically, this study also aimed to

determine the educational services of Christ the King College de Maranding;

determine the students’ satisfaction level on the educational services at

Christ the King College de Maranding; and to find out the significant

relationship between the students’ satisfaction level and educational services

at Christ the King College de Maranding.

This study conducted during the second semester of the school year

2018-2019. Since looking for the significance instrument and investigate

students’ satisfaction level on the educational services rendered by the

school is one of the important task to know the satisfaction level of the

students. Education as a service is provided by the educators who consider

both physical and social environment to positively influence student

satisfaction. This research investigated how all these environmental factors

can elicit positive and affective attitude from students toward their

satisfaction.
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Theoretical Framework

In this study, the researchers anchored theories that supported the

ideas of students’ satisfaction on the educational services offered by the

school. These theories are; the Theory of Hierarchy of Needs by Maslow

(1943), Theory of Cognitive Development by Piaget (1920) and the Cone of

Experience by Dale (1946).

Historically, Maslow was a famous psychologist who contributed

significantly to the growth and development of human psychology as

evidently shown in the study of human needs and motivation in human

environment in the contemporary society. Mulwa (2008) rightly views

Abraham Maslow as one of the founding fathers of the study of human

psychology and motivation in the contemporary society. As a matter of fact,

Maslow propounded the theory of human needs which is popularly known as

Maslow’s hierarchy of needs in human environment in the society. Onah

(2015) remarks that in 1943 that Brandeis University professor of psychology,

Abraham Maslow as a renowned researcher in the study of human needs

and motivation came up with his hierarchy of needs theory with a proposal

that people are motivated by five levels of needs namely: (1) Physiological

needs, (2) safety needs, (3) belonging needs, (4) esteem needs and (5) self-

actualization needs. The hierarchy of needs (Maslow, 1987) he used as a

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method of assessing needs in community development in various

communities in the contemporary society.

According to Mulwa (2008), the Abraham Maslow’s Hierarchy of Needs

is built on the premise that human behavior is motivated by the desire to

meet specific human needs in the society. The theory of Abraham Maslow’s

hierarchy of needs considers certain human needs as more basic and critical

needs than some other needs in the society. Hope and Timmel (1995) note

that in Abraham Maslow’s Theory of Needs that some needs are, indeed,

more basic and more urgent than others. It is, therefore, appropriate that

more basic and pressing human needs are considered first before any other

need is given consideration in the participating communities in the society.

The researchers learned that the application of hierarchy of needs as

articulated by Abraham Maslow that there are certain basic human needs

which must usually be met before any consideration is given to other human

needs in human environment in the society. Essentially, the basic human

needs serve as a good foundation on which other human needs rest in the

society. Such as the needs of the students at Christ the King College de

Maranding must be meet in order to have satisfaction not just by learning as

well as the services rendered by the school.

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The Cone of Experience was introduced by Edgar Dale (1946) in his

textbook on audiovisual methods in teaching, the Cone of Experience is a

visual device meant to summarize Dale’s classification system for the varied

types of mediated learning experiences. The organizing principle of the Cone

was a progression from most concrete experiences to most abstract. The

original labels for Dale’s ten categories are: Direct, Purposeful Experiences;

Contrived Experiences; Dramatic Participation; Demonstrations; Field Trips;

Exhibits; Motion Pictures; Radio-Recordings-Still Pictures; Visual symbols;

and Verbal Symbols. Dale’s Cone of Experience is a model that incorporates

several theories related to instructional design and learning processes.

During the 1960’s, he theorized that learners retain more information by what

they “do” as opposed to what is “heard”, “read” or “observed”. His researched

led to the development of the Cone of Experience.

Researchers’ insights from Dale’s Cone of Experience link to the ideas

that the services of the school and its facilities can gain learning from the

students and in order to meet their needs. For instance, hands-on or field

experience in which students can interact more in the environment if it is

conducive or not. Direct purposeful experiences represent reality or the

closest things to real, everyday life such as the services and its facilities.

However, the further you progress down the cone, the greater the learning
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and more information is likely to be retained. It also suggests that when

choosing an instructional method it is important to remember that involving

students in the process strengthens knowledge retention.

Consequently, in Cognitive Development there is an age-related

change in children's knowledge and thinking such as the learning and

memory, casual knowledge, language, concepts and mental abilities related

to academic skills. Piaget's most revolutionary idea is that child as scientist

that he constructs their own knowledge from experimenting on the world. He

learns many things on their own without the intervention of older children or

adults. They are intrinsically motivated to learn and do not need rewards from

adults to motivate learning.

Researchers’ insights link to the idea that the satisfaction of the

students is base on the quality of the services rendered by the school. The

students will motivate if the school facilities and services are well function and

will not affect their learning. Hence, the learning of the students most are

experiential that need an action to develop their critical thinking skills.

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Conceptual Framework

The sustainability and the success of schools are highly dependent on

the students’ satisfaction and this satisfaction helps the schools to find out

their strengths and the areas where they need improvement. Students’

satisfaction level on the educational services at Christ the King College de

Maranding is based on the services and the facilities rendered by the school

and to meet the needs of the learners. Students’ satisfaction is not merely

dependent on the teaching assessments, but a deep analysis should be there

to find out all the factors that contribute to the students’ satisfaction.

The Figure A as the schematic diagram shows the illustrations of the

relationship of the independent and dependent variables, and the output of

the study. First, the independent variables show the demographic profile of

the respondents. Second, the dependent variable shows the level of

students’ satisfaction in terms of Guidance Services, Library, School clinic,

School canteen, Laboratory facilities and Classrooms where learning occurs.

Lastly, the output will center to the implications based on the results of the

study. The variables which are in the boxes signify distinct features from

each other and the presence of the arrows in different directions which

indicate the flow of the study.

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Independent Variables Dependent Variable Output

Level of
Students’
Satisfaction in
terms of:

Demographic 1. Guidance
Profile of the Services
Respondents 2. Library PROPOSAL
3. School Clinic FOR
1. age DEVELOPMENT
4. School PROGRAM
2. sex
Canteen
5. Laboratory
Facilities
6. Physical
Facilities

Figure A: The Schematic Diagram

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Statement of the Problem

This study determined the Students’ Satisfaction Level on the

Educational Services of Christ the King College de Maranding. Specifically,

this study will sought to answers the following questions:

1. What is the demographic profile in terms of:

1.1 age;

1.2 sex?

2. What is the level of students’ satisfaction on the educational services in

terms of the following:

2.1 guidance services;

2.2 library;

2.3 school clinic;

2.4 school canteen;

2.5 laboratory facilities and

2.6 physical facilities?

3. What proposed program for development will be designed based on the

results of the study?

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Scope and Limitations

The study determined the Students’ Satisfaction Level on the

Educational Services of Christ the King College de Maranding. This study

was conducted at Christ the King College de Maranding, Maranding, Lala,

Lanao del Norte during the second grading period. The respondents

comprised of randomly selected pupils/students from elementary level up to

college level consisting of seventy (50) students enrolled this S.Y. 2018-

2019. The study were focused on the results of the survey questionnaire

given to the respondents.

Significance

Evaluating and determining the students’ satisfaction level and the

educational services of the said school is a great help in order to achieve a

conducive learning for the students. The result of the study is beneficial to the

parents, school administrators, students, teachers, and future researchers.

School Administrators. The study will highlight the important

dimension of educational services that affects students’ satisfaction. The

result will help them identify the strength and weaknesses in the present

educational services offered and make necessary improvement to enhance

their performance and increase students’ satisfaction.

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Parents. The study will help them give idea to their satisfaction of the

services rendered by the school to their children and also updated with the

way on how their children’s learn in the classroom.

Teachers. The study will help them to be aware of the students’

satisfaction on the educational services offered by the school and be more

flexible to adept students’ needs in learning.

Students. The result will help them evaluate the educational services

offered by the school that must be met in order to have productive learning.

Future Researchers. The study may serve as guide and overview for

their future studies.

Definition of Terms

To understand the study more, the following terms are defined

conceptually and/or operationally based on how they are used in the study:

Classrooms. In this study, it pertains to the learning space, a room in

which both children and adults learn. It is found in educational institution of all

kinds, from preschools to universities, and may also be found in other places

where education or training is provided, such as corporations and religious

and humanitarian organization.

Classroom Management. In this study, it refers to the term we will use

to highlight all of those positive behaviors and decisions teachers make to

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facilitate the learning process of their students. The teachers’ strategies that

create and maintain an orderly learning environment and discipline means

teachers' responses to student's misbehavior.

Computer Lab. In this study, it refers to the designed to allow students

to prepare assignments, learn various computer programs and print papers

and assignments.

Educational Services. In this study, it refers to the school facilities

offered by Christ the King College de Maranding to improve better learning of

the students.

Guidance Services. In this study, it refers to a group of services to

individuals to assist them in securing knowledge and skills needed in making

plans and devices, and in interpreting life.

Laboratory Facilities. In this study, it refers to the teaching provides

the first-hand experience and laboratory training is required to develop skills

necessary for study and research. It helps to develop students learning

experiences from the laboratory exercise.

Library. In this study, it refers to the collection of sources of

information and similar resources, made accessible to a defined community

for reference or borrowing. It provides physical or digital access to material,

and maybe be a physical building or room.

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Physical Facilities. In this study, it refers to the efficient performance

to the institutions that provides educational opportunities, teaching and

research through quality maintenance of existing resources.

School Canteen. In this study, it refers to the one of the biggest and

liveliest places of our school. There are enough tables and chairs for all the

students for our school to sit and enjoy their time.

School Clinic. In this study, it is a health care facility within school

intended to provide basic health care for students and /or refer them to the

specialist/primary health center if required.

Students’ Satisfaction Level. In this study, it refers to the evidence to

measure how well effective an institution administrates itself as well as its

educational system. Students are likely to be satisfied in their educational

institution when the services provided fit their expectations, or services that

are beyond their expectations. On the contrary, students who are dissatisfied

with the educational institution when the services are less than what they

expected and when the gap between perceived and expected service quality

is high, they tend to communicate negative aspects.