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LEVEL OF SATISFACTION OF THE OCCUPANTS OF GEORGE HANTSON

AND ANTONIO TANCHOCO BUILDINGS TOWARDS THE UNIVERSITY
MAINTENANCE AND SECURITY SERVICES

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CHAPTER 1
The Problem and its Background

Rationale

The growing body of research has found that school facilities can have a profound

impact on both teacher and students outcome. With the respect to teachers, school facility

affects teacher recruitment, retention, commitment, and effort. With respect to students,

school facilities affect health, behavior, engagement, learning, and growth in

achievement. Thus, researchers generally conclude that without adequate facilities and

resources, it is extremely difficult to serve large numbers of children with complex needs.

According to the United States General Accounting Office (GAO), almost three-fourths

of existing US schools in 1996 was constructed before 1970. One third of these schools

need extensive repair or replacement and almost two-thirds had at least one inadequate

building feature such as substandard plumbing, roofing, or electrical systems. Moreover,

58% had at least one unsatisfactory environmental condition such as inadequate

ventilation, acoustics, or physical security. Besides, general maintenance and

construction issues, researchers have found most schools lack 21st century facilities in the

form of infrastructure, laboratories, and instructional space. More than half do not have

sufficiently flexible instructional space for effective teaching to take place. Thus, facility

quality is an important predictor of teacher retention and student learning. The physical

and emotional health of students and teachers depend on the quality of the physical

location, which makes establishing safe, healthy buildings essentials. Improving the

quality of school facilities is an expensive undertaking. However, when the positive

impacts of facility improvement on teachers and students are translated into dollar

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figures, the rewards of such investments far outstrip the cost of the investments. There are

five primary facets of school facilities: acoustics/ noise, air quality, lighting, temperature,

and space.

Overcrowded classrooms and schools have consistently been linked to increased

levels of aggression in students. Overcrowded classrooms are also associated with

decreased levels of student which results to the decreased levels of learning (Duncanson,

E. 2003). Alternatively, classrooms with ample space are more conducive to providing

appropriate learning environments for students and associated with increased student

engagement and learning. Classroom space is particularly relevant with the current

emphasis on 21st century learning such as ensuring students can work in teams, solve

problems, and communicate effectively. Classrooms with adequate space to reconfigure

seating arrangements facilitate the use of different teaching methods that are aligned to

21st century skills. Creating private study areas as well as smaller learning centers reduces

visual and auditory interruptions, and is positively related to student development and

achievement. Policy makers, educators, and business people are now focused on the need

to ensure that students learn 21st century skills such as teamwork, collaboration, effective

communication, and other skills. As noted above, older buildings simply are not

conducive to the teaching of 21st century skills. This is particularly true with the respect

to reconfigure seating arrangements to facilitate various mode of teaching and learning

with the use of technology in the classroom as a mode of teaching and learning.

A large body of research over the past century has consistently found that school

facilities impact teaching and learning in profound ways. Yet, state and local

policymakers often overlook the impact that the facilities can play in improving outcomes

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for both teachers and students. While improving facilities comes at a financial cost, the

benefits of such investments often surpass the initial fiscal costs. Thus, policy makers

should focus greater attention on the impacts of facilities and adopt a long-term cost-

benefit perspective on efforts to improve school facilities (Fisk, 2000).

The maintenance of the school is a daily activity of the institution and its

personnel. It is an important factor in the delivery of education. Usually, the education

officer and the public works department are responsible for the maintenance of all school

buildings and the physical plant. Besides that, the school community (administrative

staff, teachers, students, and parents) should institute its own school maintenance

program. The maintenance programme should be comprised of three basic components:

organization, inspection, and maintenance plan.

This study has been developed at the request of school personnel who need to

have a school maintenance programme without the usual technical language and remarks

that they would find bewildering. It is intended as an aid for the school maintenance

programme. Its main objective is to provide guidance to school personnel in preparing a

detailed list of areas, spaces, materials, furniture, and equipment to be maintained as well

as a list of defects to be corrected.

The principal may use the information gathered, with the help of this study, to

prepare annual estimates. The education officer, with the information provided, could

plan maintenance activities and develop a detailed annual maintenance budget. A major

repair or renovation project should be planned by the education officer based on the

information provided by the principals, because these types of projects depend on budget

availability. But normal maintenance and minor repairs can be carried out by the school

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personnel. They also require budget availability. Therefore, the school personnel should

include school maintenance fund-raising activities as a part of the school maintenance

programme. (GIBBS, Tony. Disaster Preparedness Manual for Caribbean Schools,

Caribbean Disaster Emergency Response Agency, UNESCO, November 1996.)

Safe and comfortable school building is highly needed right now specially that the

country is encountering calamities every now and then. According to Ayers, (1999). A

growing body of research has found that school facilities can have a profound impact on

both teacher and student outcomes.

The basic components of a building include plinth beam, a plinth beam is

constructed depending upon the type of structure of the building and nature of the soil. It

provides additional stability in regard to settlements of the building and earthquake

damages. The floor, is the surface in which we do most of our activities. Floorings is laid

over the filling of the plinth and on subsequent of the floors. Flooring can be done with

different materials, but care must be given that the ground below the floor is well

compacted. Flooring is done to prevent dampness from rising to the top and to have a

firm platform that can be kept hygienic and clean. Walls, are the elements on which the

roof finally rests. They can be made of different materials like bricks, stones, mud,

concrete blocks etc. if the walls are very long, columns can be provided to carry the roof.

Walls provide privacy and enclosure. Walls also provide security and protection against

natural elements such as wind, rain and sunshine. Openings are to be provided in walls

for access and ventilation. Openings are normally in the walls as door, windows and

ventilators provide lights and ventilators. Door provided access; windows and ventilators

provide light and ventilation. Lintels are constructed just above the openings. It is

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normally a stone slab or a concrete slab. Sill is the part of the wall that is just above the

window. Lintels are constructed to hold up the walls above the openings. In earthquake

prone areas a continuous lintel beam is provided all over the walls. Stairs, a stair is a

sequence of steps and it is provided to afford the means of ascent and descent between

the floors and the landings. The apartment or room of a building in which stairs is located

is called staircase. The space or the opening occupied by the stair is called the stairway.

There are different kind of stairs used in buildings, like RCC stair, metal stair, wooden

stair, brick stair and many more. Roof, the roof provides protection of the building and

the people living in it. The roof rest on the walls and requires a proper anchoring so that

wind and other mechanical impact cannot destroy it. A roof can have different shapes but

it is either flat or sloping. Roof is typically made of RCC, stone slab, tiles and many

more. Surface/finishes, external finishes are the outer most layer of protection, which

protect the structure from weathering. Internal finishes are the layers given on internal

faces. They give durability and pleasing appearance in the inside.

The main purpose of the study is to provide knowledge and to educate students

how a safe and comfortable building looks like, for them to express and tell their level of

satisfaction when it comes to the maintenance and security of the Senior High School

building.

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STATEMENT OF THE PROBLEM:

This study aimed to determine the level of satisfaction of the occupants of George

Hantson and Antonio Tanchoco building towards the University maintenance and

security services

Specifically, it sought to answer the following:

1.) What is the level of satisfaction of the occupants of George Hantson and Antonio

Tanchoco building in terms of the following aspects:

a. maintenance

b. safety and security

2.) Is there a significant difference on the level of satisfaction of the occupants of

George Hantson and Atonio Tanchoco building in terms of the following aspects:

a. maintenance

b. safety and security

3.) What are the problems encountered by the occupants with the maintenance and

security services of the senior high school buildings?

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STATEMENT OF THE NULL HYPOTHESIS:

There is no significant difference between the level of satisfaction of the

occupants of George Hantson and Antonio Tanchoco building towards the maintenance

and security services when grouped to sex and age.

CONCEPTUAL FRAMEWORK:
Process Output
Input

Level of
Profile of the Satisfaction of the Information
respondents occupants of for the
includes sex George Hantson maintenance
and age and Antonio and security of
Tanchoco George
buildings towards Hantson and
the University Antoonio
maintenance and Tanchoco
security services buildings

Figure 1. Research Paradigm

Figure 1 presents the research paradigm presents how the independent variable or

the demographic profile of the respondents.

The dependent variable pertains to the satisfaction of the occupants of George

Hantson and Antonio Tanchoco building towards the university maintenance and security

services. The results of the study may serve as concrete information for the improvement

of the university maintenance and security services with the senior high school building

and would be beneficial to students, faculty, staff and future researchers of Saint Marys

University and the community as a whole.

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SIGNIFICANCE OF THE STUDY

The findings of the study would benefit the following:

1. Students - The study would greatly benefits the students in terms of their safety

and security inside and outside the facilities in conducting maintenance services.

2. Teachers - The result of the study would benefit the teachers in terms of the

improvement of facilities that greatly develop the wellbeing of the teachers.

Moreover, this will also ensure that the employees work in the best quality

condition.

3. School administrators - The result of the study would greatly serve as a basis to

school administrators in optimizing and improving the university facilities and

services.

4. University maintenance staff - The study would serve as an information for the

improvement of the maintenance services.

5. Future researchers - The study would serve as a background and reference for

future researchers in conducting studies similar to building maintenance.

Scope and Delimitation

This study focused on how the occupants are satisfied with the security and

maintenance services being applied in George Hantson and Antonio Tanchoco building.

In addition, the respondents of the study is only limited to senior high school

students of Saint Marys Universiry.

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DEFINITION OF TERMS

1. Maintenance - The process of maintaining, preserving someone or the state of

being maintained.

2. Environment - The surroundings or conditions in which a person, animal, or plant

lives or operates. The natural world, as a whole or in a particular geographic area,

especially as affected by human activity. Based on the researchers, the school

environment is broadly characterized by its facilities, classrooms, school-based

health supports and disciplinary policies and practices. It sets the stage for the

external factors that affect students. The supportive school environments have a

meaningful influence on students’ outcome.

3. Security - Security is freedom from, or resilience against potential harm caused

by others. Beneficiaries of security may be of persons and social groups, objects

and institutions, ecosystems or any other entity or phenomenon vulnerable to

unwanted change by its environment. The research describes security as a

measure that is designed to protect people personnel and property from damage or

harm.

4. Facility - A place, amenity, or piece of equipment provided for a particular

purpose. The researchers in this study include here the day to day operations of

the facility, as well as consideration and execution of future maintenance and

improve needs. The researchers of this study also include here the disciplines,

such as the creation, maintenance and use of facility-specific manuals to assist

with the processes; methods, equipment and tools, as well as the maintenance

schedules that must be attach to manage a facility.

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5. Safety - The condition of being protected from or unlikely to cause danger, risk,

or injury. Important purpose has been to provide physical security. In this paper

the researchers have established the development of early warning indicators to

prevent major accidents to build safety by focusing more on major hazard

indicators, and less on personal safety indicators.

6. Satisfaction - Fulfilment of one’s wishes, expectations, or needs, or the pleasure

derived from this. The objectives of this study were to look over the student’s

satisfaction levels regarding to the facilities of the school, the maintenance and

the services of the university buildings specifically George Hantson and the

Antonio Tanchoco building.

7. Emergency equipment. Emergency equipment means any auxiliary fossil fuel-

powered equipment, such as a fire pump, that id used only in emergency stations.

In this research, all building occupants should review their areas to identify safety

devices. The Hanson and Antonio Tanchoco building must have a school building

plan or drawing plan which include the escape routes and the title & background.

The building must also have automatic fire alarm systems installed and especially

the fire exit.

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CHAPTER II

REVIEW OF RELATED LITERATURE AND STUDIES

Review of Related Literature

Maintenance service. Maintenance service is a service provided to keep a product in

a good operating condition. First line maintenance includes preventive actions that can

easily be executed by on-site maintenance personnel wherein the maintenance staff is

provided after commissioning of the installation. Second line maintenance comprises

follow up of the overall conditions and performance of the complete installation

(www.yourdictionary.com). According to Ronald G. Bredemeyer (2003), maintenance

logistical support includes people, parts, system, space, tools, good advice, backing,

training resource, access to equipment, access to information, and time. It was also stated

that, a powerful maintenance department could be built up through capitalizing on

strengths and working on weaknesses, building on what is available and giving the same

support to this department as the other departments have received.

Different types of maintenance. There are three types of maintenance services,

first, preventive maintenance also known as PM; second, corrective maintenance where

equipment is repaired; and lastly, predictive maintenance which uses sensor data to

monitor a system (Ken Staller). According to Don Nyman and Joel Levitt, the technical

meaning of maintenance involves functional checks, servicing, repairing or replacing of

necessary devices, equipment, machinery, building infrastructure and supporting utilities

in industrial, business, governmental and residential installation.

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Importance of maintenance services in a building for student’s performances.

Maintenance services also depends on the location of the building, it also includes the

weather and the area where the building is located. According to M. C. Katfygiotou and

D. K. Serghides (2014), one of the criteria of having a comfortable building is thermal

comfort conditions. The needs for comfort are relevant to the performance and safety of

the students.it was also stated that, the energy efficiency of building is always affected

through thermal comfort and vice versa. Therefore, the energy efficiency was examined

by the European Directive (2002) through simulation. The occurrence of the

mismanagement can be through heating, ventilation and air conditioning system in

schools and inefficient insulation of buildings.

Different assessment of maintenance services. There are different procedures or

ways of assessing maintenance services in different countries around the world.

According to Jorge S. Carlos (2016), the design features that is accepted in the northern

hemisphere should be with small windows facing north and large windows facing the

equator, so that on the north side minimize losses and gaining solar heat on the south. The

key passive strategies to improve energy are daylight and gaining solar without incurring

additional construction and operational cost. Their study is to investigate the

sustainability through traditional government school buildings if the use of materials and

energy is effectively used through these assessments and design solutions. This study also

chooses places with cold winter and hot summer climate. The result shows that solar

gains reduced the heating load in winter. However, the level in internal daylight of the

building was not enough.

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Different processes of maintenance management. Like every services, maintaining

things such as school buildings also have procedures. There are different ways or process

of maintenance management in different departments of different countries around the

world. According to Akasah, R Amirudin and M Alias (2015), there are three ways of

developing maintenance processes: the information gathering using questionnaires,

interviews and document analysis. The development of model phase using IDEF process

modeling technique and the experts’ verification phase by school maintenance experts.

The relevance uses of the different model were tested by different school maintenance

managers. The outcome of the surveys shows that the model has the potential to develop

and improve the existing corrective and reactive maintenance management activities

being applied toward proactive and preventive practices.

Building maintenance services in developing countries. There are different ways

of maintenance services in different countries, some are very effective and some are not.

Some countries are economically developing because of having effective building

maintenance services. According to David M. Wall (2006), there are sources that show

disappointingly small and fragmented literature that states about technical and managerial

matters. Some sources tells about the economic condition of maintenance services for

buildings impacts on issues about economic and development broader. According to him,

building maintenance of the six forms in the context of capital actually encompasses in

World Bank Development projects and economically contributes analysis of building

maintenance. Few areas around the world that needs more investigation and further

research is being noted.

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Maintenance management of hospital buildings. School buildings are not the only

building being maintained, there are a lot of examples of buildings that also performs

maintenance services and maintenance management such as restaurants, grocery stores,

and hospital. A hospital is required to be safe and should make their clients satisfied and

comfortable. According to Sarel Lavy and Igal M. Shohet (2010), the courses of the past

three decades, management of buildings and facilities has become increasing number of

research and development efforts. Present researches was aimed to examine the presents

and effectiveness of maintenance of public hospital buildings, with the main purpose of

providing a model for multi-system facilities and buildings being operated in an

environment dynamically. According to them, there are four key performance indicators

that were develop: the Building Performance Indicator (BPI), the Manpower Sources

Diagram (MSD), the Maintenance Efficiency Indicator (MEI), and the Managerial Span

of Control (MSC). They also showed that this four developed indicators were

implemented in practice. The different hospital building characteristics were presented

and analyzed. The recommendations and conclusions were drawn from the analysis of the

hospital and are discussed.

Review of Related Studies

Maintenance

Overview of maintenance strategy, acceptable maintenance standard and

resources from a building maintenance operation perspective (Lee, Scott, 2009). The

study focuses on the building maintenance policy with respect to maintenance strategy,

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acceptable standard resources. The maintenance objective will be considered in

connection with the organizational however, there are limited studies of how building

maintenance objectives in an organization. Building maintenance objectives are the

fundamental element to describe the scopes, purposes and aims of the maintenance

activities, as well as the relationships with the organizational objectives. The links

between building maintenance operation and organization is an important issue and was

recognized by the researchers for achieving organizational goals effectiveness.

Building Maintenance Management in a Malaysian University Campuses

(Olanrewaju, Khamidi, Idrus, Arazi, 2010). University buildings require maintenance in

order to create a conducive environment that supports and stimulates learning, teaching,

innovation, and research. The prime objective of maintenance is to ensure, as far as

practicable, the continued. This paper seeks to report the maintenance management

system of a university institution in Malaysia. Primary data was gathered through the

analysis of a case study. The objectives of the case study are to identify, describe and

assess the maintenance management system used by the university. The major conclusion

drawn from the case study was that although university building maintenance practices

are corrective and cyclical there is a lack of a comprehensive maintenance management

framework that guides the decision-making processes. The case study also revealed

irregularities in the university's maintenance management system.

Service Quality of Building Maintenance Contractors in Zambia: A Pilot Study

according to Sambo Zulu et al. (International Journal of Construction Management

Volume 10, 2010) this study examines service quality of building maintenance

contractors in Zambia. It argues that improving service quality would help local
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contractors to enhance their competitiveness in a globalized environment. The study uses

an international organization as a unit of analysis through the perception of the Estate’s

Manager in exploring service quality issues. An instrument based on the SERVQUAL

approach was used to collect data. The determination of service quality was based on the

comparison between the clients’ expected and perceived service quality levels. The

findings show that few contractors exceed the clients’ expectations in all dimensions,

while the majority fall below the client’s expectations in all dimensions. The aggregate

service quality scores for all contractors show that clients do not receive the expected

service quality level. The findings also suggest that there is a correlation between service

quality and customer satisfaction in projects undertaken by the contractors. Contractors

therefore need to acknowledge this and improve on their service quality. The paper

acknowledges that there are few empirical studies concerning service quality in the

Zambian construction industry and therefore contributes to the understanding of quality

issues in the industry. The findings provide useful insights into service quality in the

Zambian construction industry.

Behavioural issues in maintenance of university buildings (Lateef, Khamidi,

Idrus, 2011). University building requires maintenance in order to create a conducing

environment that supports and stimulates learning, teaching, innovation, and research.

The prime objective of the maintenance is to ensure, as far as practicable, the continued

peak performance of the building throughout its design life. This paper seeks to report the

maintenance management system of a university institution in Malaysia. Primary data

was gathered through the analysis of a case study. The objectives of the case study are to

identify, describe and asses the maintenance management system used by the university.

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The major conclusion drawn from the case study was that although university building

maintenance practices are corrective and cyclical there is a lack of a comprehensive

maintenance management framework that guides the decision-making processes. The

case study also revealed irregularities in the university’s maintenance management

system.

A Review of Critical Success Factor in Building Maintenance Management

Practice for University Sector (Zulkarnain, Zawawi, Rahman, Mustafa, 2011).

Building maintenance plays an important role among other activities in building

operation. Building defect and damages are part of the building maintenance ‘bread and

butter’ as their input indicated in the building inspection is very much justified,

particularly as to determine the building performance. There will be no escape route or

short cut from building maintenance work. This study attempts to identify a competitive

performance that translates the Critical Success Factor achievements and satisfactorily

meet the university’s expectation. The quality and efficiency of maintenance

management operation of building depends, to some extent, on the building condition

information, the expectation from the university sector and the works carried out for each

maintenance activity. This paper reviews the critical success factor in building

maintenance management practice for university sectors from four perspectives which

include custom internal processes financial and learning and growth perspective. The

enhancement of these perspectives is capable to reach the maintenance management goal

for a better living environment in university campus.

Behavioural issues in maintenance of university buildings (Journal of Retail &

Leisure Property, May 2011). It is the plan of the research of which this article forms
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part to develop a model of reference points to ensure that every time maintenance is

initiated and implemented, it is consistent, systematic, proactive and holistic. The

objectives of this article are: to expand the theoretical framework for user value criteria

in university building maintenance to determine through a questionnaire survey the user

value criteria in the Malaysian university buildings. University buildings require

maintenance to create a suitable environment that supports and stimulates learning,

teaching, and innovation. This article is concerned with identifying, evaluating, and

categorizing the criteria of the university building users' value systems. The criteria of

the user value system are those that are taken into account while making decisions on

maintenance management to enhance user satisfaction. For this purpose, this article

reviews the related literature and presents the outcome of a questionnaire survey. This

article challenged the classical maintenance management system. The traditional

approach is fragmented, dispersed, and biased. A systemic building maintenance

management model improves a building's functional performance by integrating

perspective and activities that are traditionally separated. Traditionally, the criteria of

user's value systems are not incorporated into maintenance management systems.

However, buildings only have value if they continue to provide the intended services

adequately to the users. A failure of this will render the existence of the building

insignificant, if not even useless. The article only reports the opinions of the building

users, and there is a need to collect the opinion of the university maintenance

organizations for meaningful comparison. However, it is highly likely that differences

in their opinions will be found.

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A Knowledge-based BIM System for Building Maintenance (Motawa, 2012).

This research aims to develop an integrated system to capture information and knowledge

of building maintenance operations when/after maintenance is carried out to understand

how a building is deteriorating and to support preventive/corrective maintenance

decisions this methodology helped identify the building maintenance process and the

opportunities for knowledge capture and exchange. The proposed system utilizes the

functions of information modelling techniques and knowledge systems to facilitate full

retrieval of information and knowledge for maintenance work.

Impact of Service Quality on Student's Satisfaction in Newly Established Public

Sector Universities in Sri Lanka: Study Based on the Faculty of Management Studies

(Pathmini, Wijewardana, CT Gamage, LPS Gamini Rajarata University of Sri Lanka,

2014). This study aims to discuss the level of Service Quality (SQ) and its impact on

students’ satisfaction in the Faculty of Management Studies (FMS) of Newly Established

Public Sector Universities (NEPUs) from undergraduates’ perspective. This will enable

the administration of these universities to identify the strengths and weaknesses of the

present service process offered to students and make necessary improvements to increase

students’ satisfaction. For this purpose, 4 universities were taken into consideration

among 5 NEPUs in Sri Lanka. Thus 590 undergraduates were selected using stratified

random sampling but only 568 responded. Six dimensions; tangible, competence,

empathy, delivery, curriculum, and reliability, which are specific to higher education

system, were taken into consideration to measure the SQ. Findings reveal that faculty’s

SQ is positively and significantly correlated with the students’ satisfaction. Further, the

results indicated that all SQ factors are practiced at mediocre level. Even though results

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showed that, only three factors are significant to determine the students’ satisfaction

namely: empathy, content, and reliability of the service process. Finally, certain

recommendations are given to increase the level of SQ in these faculties which will

ultimately contribute to increase the students’ satisfaction and also to achieve the

faculty’s overall goals successfully.

A Framework for Measuring Student and Staff Satisfaction with University

Campus Facilities (Kärnä, Juli, 2015). The purpose of the study is to evaluate and

discuss the extent of the satisfaction as perceived by the students and staff towards

university facilities and services in two campuses in Finland. The aim is to analyze which

facility-related factors have the greatest impacts on students’ and staff’s overall

satisfaction. The extensive survey was conducted to investigate how the university

students’ and staffs’ assess the university campus and facility services. A framework was

developed to prioritize the satisfaction factors towards the facilities in two campuses in

the both groups. The study was executed with the statistical assessment method, which

combines each question’s mean value and how it affects overall satisfaction. The

outcome of the study will improve the knowledge of which aspects of the facilities

created value to the universities’ core functions.

A Building Information Management (BIM) Framework and Supporting Case

Study for Existing Building Operations, Maintenance, and Sustainability (McArthur,

2015) Building Information Management (BIM) models are transforming how building

are designed and constructed, and facilitate multi-disciplinary coordination, and integrate

3D design, analysis, cost estimating, and constructions scheduling. By extending the

model into the post-occupancy period, BIM models can be used to support facilities
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management and building operations, and offer consolidated interface or information

regarding all aspects of building operational performance. This paper describes the

process used addresses and overcome each of these challenges. The result of the study

demonstrate how these BIM models can be developed for the most challenging existing

building scenario and effectively used to improve building management and

performance.

Safety and Security

Personal Security and Safety in Academic Libraries: A Case Study of the Kwame

Nkrumah University of Science and Technology Library, Kumasi, Ghana

This case study aims at a critical examination of the security risks to which staff of

Kwame Nkrumah University of Science and Technology (KNUST) Library are exposed

and measures put in place to deal with them. It also assesses the personal safety measures

already in place with the objective of identifying their adequacy. Literature on personal

security and safety in academic libraries is reviewed. Questionnaire, interview, and

personal observation were used for the collection of data. Data collected were analyzed

using SPSS software. Eighty-four of 124 responses representing 67.7% were received

from the staff of the KNUST Main Library for the study. The study revealed that just like

any other workers of a service organization, the staff of the KNUST Main Library are not

completely free from threats to their personal security and safety.

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The Co-production of Campus Safety and Security: A Case Study at the University

of Georgia

Campus safety and security is a salient issue and an area of increasing concern facing

educational institutions in the United States. Yet little is known regarding ongoing efforts

and resulting difficulties to co-produce campus safety and security. This article

contributes to the literature on co-production by examining student and campus police

officer perceptions of the professional–service user relationship in the context of campus

safety and security. Findings suggest that demographic and contextual factors shape user

and professional perceptions of their relationship in different ways, and that these

perceptual differences affect efforts to co-deliver services. This article describes the

views of university police personnel and students regarding the co-production of safety

and security on a research university campus in the United States. Data gleaned from the

research illustrates that while police officers and students may have differing views of

one another and their roles in co-production, they agree that public safety would be

served by opportunities for police and students to meet one another and have personal

interaction outside of formal, law enforcement-driven situations. This suggests the value

of well-developed engagement strategies, as well as the potential benefit of harnessing

‘teachable moments’ during which police and the student population can learn about one

another.

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Synthesis

The purpose of the researcher’s study is to inform the respondents what is the condition

of the building. Some studies focus on maintaining the structure of the building for

keeping the occupants safe. However, other studies related to the researcher’s study

focuses on the comfortability and safety of the occupants. Researchers on Overview of

maintenance strategy, acceptable maintenance standard and resources from a

building maintenance operation perspective (Hakman Hon Yin Lee, David Scott,

2009) focuses on maintenance standards which includes strategies and its sources. Same

through with the researchers of this study, it also includes maintenance standards.

However, the main objective of researchers of this study is to measure the level of

satisfaction of the students towards the university maintenance services and they also

includes their level of awareness. While researchers on Building Maintenance

Management in a Malaysian University Campuses (Olanrewaju, Abdul Lateef

Khamidi, Mohd Faris Idrus, Arazi, 2010) focuses on the maintenance management

systems being used by universities. Somehow, the main objectives of the researchers on

Service Quality of Building Maintenance Contractors in Zambia: A Pilot Study

according to Sambo Zulu et al. ( International Journal of Construction Management

Volume 10, 2010 ) is to examine the quality of maintenance services of a certain school.

Same with the objectives of the researchers of this study which includes measuring the

level of satisfaction of students towards the university maintenance services that also

includes their level of their satisfaction on the quality of maintenance services of the

university. Researchers on Behavioral issues in maintenance of university buildings

(Olanrewaju Ashola Abdul Lateef, Mohd Faris Khamidi,Arazi Idrus,2011) stated the

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objectives of having maintenance services. Also researchers on A Review of Critical

Success Factor in Building Maintenance Management Practise for University Sector

(S.H. Zulkarnain, E.M.A Zawawi, M.Y. A. Rahman, N.K.F. Mustafa, 2011) said that

maintenance services has an important role in schools. Researchers on Behavioral issues

in maintenance of university buildings (Journal of Retail & Leisure Property, May

2011) focuses on identifying the different criteria on managing maintenance services

and they also includes the enhancement strategies of a school on maintenance

services. While researchers on A knowledge-based BIM system for building

maintenance (Ibrahim Motawa, 2012) aims to develop the maintenance services and to

add knowledge about maintenance services. The researchers of this study also aims to

give knowledge about maintenance services but it is not their main objective. Researchers

on Impact of Service Quality on Student's Satisfaction in Newly Established Public

Sector Universities in Sri Lanka: Study Based on the Faculty of Management Studies

(MGS Pathmini, WP Wijewardana, CT Gamage, LPS Gamini Rajarata University of Sri

Lanka, 2014) aims to discuss the level of service quality (SQ) and its impact on students’

satisfaction same through with one of the objectives of the researchers of this studies.

However the researchers of this study doesn’t just aim to measure the quality of the

services but also the performance and presence of maintenance services of schools.

Researchers on A framework for measuring student and staff satisfaction with

university campus facilities (Sami Kärnä, Päivi Juli, 2015) evaluates the extent of the

satisfaction as perceived by the students and staff towards university facilities and

services but it differs in the researchers of this study in a way that the researchers of

this study aims to measure the level of satisfaction of students and staff of the

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university towards the maintenance services only. Lastly, researchers on A building

information management (BIM) Framework and supporting case study for existing

building operations, maintenance and sustainability (J.J. McArthur, 2015) focuses on

how building are designed and constructed, and facilitate multi-disciplinary coordination,

they also includes its frameworks. Researchers of this study also includes maintenance

assessments but it wasn’t one of their prime objectives. Some studies focuses on

comfortability of students and staff of a building. Some stated some requirements and

criteria of a good quality maintenance services. Some studies also focuses on measuring

the level of satisfaction of students and staff on the quality of all the services being

provided by a school. Researchers of this study aims to measure the level of satisfaction

of students towards the maintenance services only that is the main difference of this study

from all the related studies.

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CHAPTER III

METHODOLOGY

This chapter discussed the research design applied in the study, the environment

where the study conducted, and the participants of the study. Moreover, this section also

present the process by which the data gathered and it’s instrument. This chapter gives

detail on how the data analyzed and interpreted.

Research design

The research made use of descriptive-comparative design to determine the

significant difference on the level of satisfaction of Senior High School students towards

the university building maintenance and safety services. However, a qualitative method

was added as a supplementary method. It was done by providing opinions, comments and

recommendations for maintenance services to further manifest the veracity of data

gathered.

The study used a survey questionnaire that is distributed to the selected students

from the George Hantson and Antonio Tanchoco that established a clear understanding of

the research problem.

Research Environment

Figure 1. Map Location of Saint Mary’s University

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Figure2.George Hantson and Antonio Tanchoco Building

This study was conducted at Saint Mary’s University Senior High School

specifically at Hantson Building commonly known as H-building and in Antonio

Tanchoco building also known as AT-building, Bayombong, Nueva Vizcaya. The school

is a Catholic institution founded by CICM (Congegatio Immaculati Cordis Mariae) priest

in 1928, which recently opened a senior high school Department for Grade 11 and 12

students in 2016. The George Hantson and building was located between the building of

Antonio Tanchoco and the School of Engineering, Architecture and Technology. On the

other hand, Antonio Tanchoco building is located besides the A building near gate 2.

Research Respondents

The 100 respondents that was needed for this study came from the occupants of

George Hantson and Antonio Tanchoco Building where in the researchers decided to use

purposive sampling, in choosing respondents for this study came from different sections

of the Senior High School students, mainly because the respondents should be studying in

George Hantson and Antonio Tanchoco building. Additionally, researchers have chosen

the population of the occupants of the George Hantson and Antonio Tanchoco building

for they want to examine their level of satisfaction between the old and the new building.

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Research Instruments

The instrument that was used in gathering the data for this study was a survey

questionnaire that assessed the occupants’ level of satisfaction in the building. The

research questionnaire was produced by the researchers of this study, thus was reviewed

and validated with their research advisor. Furthermore, it was approved by the principal.

The first part of the questionnaire contains items about the profile of the respondents such

as name, grade, section, age and sex. The second part contains various types of questions

with a 20-item questionnaire with a 4-point rating scale which included question that

assessed their level of satisfaction.

Data Gathering Procedure

The research instruments fabricated which was then asked for

approval from the research teacher, coordinator, and the principal

The researchers distributed the research instruments to the specific

respondents limited to Hantson and Antonio Tanchoco building

The specified respondents answered the pre-survey questionnaire

Figure 2: Diagram of Data Gathering Procedure

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The researchers fabricates the research instruments then asked for approval
from the research teacher, coordinator, and the principal. After fabricating and asking of
approval, the researchers then distributed the research instruments to the specific
respondents limited to the occupants of George Hantson and Antonio Tanchoco building.
The specified respondents answered the pre-survey questionnaire, the retrieval of the pre-
survey questionnaire happened after the respondents answered the survey-questionnaire.
The researchers of this study gathered the data for tool validation and reliability test.

Treatment of Data

The following are the statistical tools used to analyze the gathered data:

1. The frequency and percentage

2. Mean and Standard Deviation
The average of the profile variable and the average of each function of
maintenance will be measured.

MEAN QUALITATIVE DESCRIPTION

3.50-4 Very Satisfied
2.50-3.49 Satisfied
1.50-2.49 Dissatisfied
1-1.49 Very Dissatisfied

3. T-test for independent sample

This is used to determine the significant difference of level of satisfaction
of the occupants of George Hantson and Atonio Tanchoco building towards the
University maintenance and security services.

4. Thematic Analysis
This was used for the qualitative part of the study.

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CHAPTER IV
Presentation, Analyzation, and Interpretation of Data

This chapter presents the implication of the statistically treated data along with their

frequencies, descriptive statistics, and inferential statistics. It presents the different tests

for the formulated hypothesis found in Chapter 1 and the interpreted data are discussed

with respect to the researches in the related studies.

Level 1(RESULTS)

Table 1: level of satisfaction of the occupants of George Hantson and Antonio

Tanchoco building.

Group Statistics

Section N Mean Std. deviation Std. Error Mean

mean satisfaction Grade 11 50 2.7500 .50528 .07146

Grade 12 50 2.7240 .33016 .04669

Level 2 (IMPLICATIONS)

Table 1 shows that the level of satisfaction of the occupants of George Hantson building

which are the grade 11 students when converted to percentage is 73% while the level of

satisfaction of the occupants of the Antonio tanchoco building which are the grade 12

students when converted to percentage is 33%. Therefore we could conclude that that the

occupants of the Geoge Hnatsons building has a higher level of satisfaction than the level

of satisfaction of the occupants of the Antonio Tanchocco building.

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Level 3(RRL/RRS)

In the related study entitled “Building Maintenance in a Malaysian University Campuses”

stated that university buildings requires maintenance in order to create conductive

environment that will satisfy their students and staffs. Since the results and implications

of this study shows that average of the occupants of the George Hantson and Antonio

Tanchocco buildings are satisfied with the maintenance, security and safety services

being provided by the university.

Level 1 (RESULTS)

Table 2: difference between the level of satisfaction of the occupants of George Hantson

and Antonio Tanchoco building.

Independent Samples Test

Levene's Test for t-test for Equality of Means

Equality of
Variances

F Sig. t df Sig. (2- Mean Std. Error

tailed) Difference Difference

mean_satisfaction Equal variances 4.154 .044 .305 98 .761 .02600 .08536

assumed

Equal variances .305 84.39 .761 .02600 .08536

not assumed 0

Level 2: (IMPLICATION)

Table 2 shows that there is no significant difference between the level of satisfaction of

the occupants of Goerge Hantsons and Antonio Tanchocco buildings. Since the Levene’s

test for equality of variances’ result is 0.044 which lower than 0.05.

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Level 3: (RRL/RRS)

In the related study entitled “Behavioral Issues in Maintenance of University Buildings”

stated that the reference point for a satisfying and ensuring maintenance services is that it

should be holistic. Since the result of this study shows that there is no significant

difference between the level of satisfaction of the occupants of George Hantson and

Antonio Tanchoco buildings, it is same with the said related study.

Thematic Analysis

Level 1: (RESULTS)

And for the qualitative statements, some students stated that there some problems or

structures that is in need of maintenance services such as broken windows, not

functioning door knobs, out of order comfort rooms and slippery stairs. Students also

stated that they are not actually satisfied with the maintenance services due to reasons

such as it took the university so long before responding to a problem being encountered

on the university buildings.

Level 2: (IMPLICATIONS)

Together with the results and implications, we could conclude that almost all of the

occupants of the George Hantson and Antonio Tanchoco biulding are satisfied with the

maintenance and security services being provided by the university. But on how the

university responds on the problems being experienced or witnessed by the students if we

base on the qualitative data gathered, the students are not satisfied.

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CHAPTER V

THE SUMMARY, CONCLUSION AND RECOMMENDATIONS

SUMMARY OF FINDINGS

1. Based from the gathered data, it shows that majority of the participants were

males with the percentage of 55% (f=55) whereas 45% (f=45) were found to be

females. Thus, there are more male participants than female. Majority of the

respondents came from.... with %( f=) and the %( f=) came from....

2. For the level of satisfaction, the respondents are being satisfied towards the

maintenance and security of George Hantson and Antonio Tanchoco building

with an overall mean of 2.7370.

3. For the overall level of satisfaction, there is.... significant difference when they

grouped according to grade level with the calculated significant difference is....

4. 2 out of 20 questions have a result of unsatisfied where it shows that some

respondents are experiencing broken doorknob and slow response from the

maintenance management.

CONCLUSION

1. Male participants have higher frequency than female because the questionnaire

were randomly distributed which means that either boys or girls have a higher

frequency.

2. Many respondents experienced broken door knob. Furthermore, they were also

not satisfied on the response of maintenance management.

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3. There is (no/a) significant difference in the level of satisfaction of the occupants

of George Hantson and Antonio Tanchoco building when they are group

according to grade level.

4. The results shows that occupants are satisfied on the University maintenance and

security services on the George Hantson and Antonio Tanchoco building.

RECOMMENDATION

The researchers recommend the following based from the findings and conclusion of the

study:

a) Student- The results will serves as a basis for the students on maintaining the

cleanliness and orderliness in their classroom.

b) Teachers- The researchers recommend that teachers should teach the student on

how to care and improve the maintenance of the buildings.

c) School administrators- The researchers recommend for the school administrator to

help in facilitating and optimizing University facilities and services.

d) University maintenance staff. - The researchers recommend to use the

information for the improvement of maintenance and security services.

e) Future researchers- For the future researchers, the researchers recommend to

increase the number of respondents to have more sufficient data to get more

specific and accurate result.

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