GRADE 11 AND 12 STATISFACTION AT EASTER COLLEGE INCORPORATED:

A FOCUS STUDY ON ALLIED AND

STUDENT SERVICES

A Research Project Presented to the

Faculty of Senior High School

Easter College Incorporated

In Partial Fulfillment

of the Requirements for the Strand

HUMSS

By:

Mart Jed L. Milan

Joe L. La-ao

Jerome N. Guillermo

Kea Margarret B. Calizon

Valerie N. Bobiles

Rhonnette A. Basco

Jonalyn M. May-os

Kurt Russel R. Epi

December 2023
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 TABLE OF CONTENTS

PAGE

CHAPTER 1 ............................................................................................................................................................ 3

THE PROBLEM ...................................................................................................................................................... 3

Background of the Study .................................................................................................................................. 4

Theoretical Framework .................................................................................................................................... 5

Research Paradigm ........................................................................................................................................... 6

Statement of the Problem ................................................................................................................................. 6

Research questions: .......................................................................................................................................... 6

CHAPTER2

RESEARCH DESIGN AND METHODOLOGY ................................................................................................... 7

Research Design ............................................................................................................................................... 7

Population and locale ....................................................................................................................................... 7

Data gathering tool ........................................................................................................................................... 8

Data gathering procedure……………………………………………………………………………………..8

Research instrument ......................................................................................................................................... 8

Reference .......................................................................................................................................................... 9

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 TABLE OF CONTENTS

CHAPTER 1

THE PROBLEM

Background of the Study

Students’ satisfaction with associated services and student services is essential for the institution to flourish

since these have an impact on how well the institution performs by meeting students’ needs and expectations.

Students who are enrolled in a higher educational institution expect more quality in education and excellence of

the system in terms of approachability of the environment, good infrastructure, quality education system, and

services offered by the institution, according to Kanwar and Sanjiva (2022), Weerasinghe and Fernando (2018)

claimed that these factors are the ones that have the most influence on students’ general satisfaction. At regional

state universities, it refers to the infrastructure and services such as lecture halls, libraries, lodging, jobs, and

entertainment facilities. Therefore, having a great institution ensures that the education you receive is of a high

caliber, and if the facilities at the school are meeting your students’ demands, your satisfaction will be 100%

fantastic. Haron, Zalli, Othman, and Awang (2020) asserted that high-quality facilities and broad services can

enhance the quality of instruction and learning in schools. Furthermore, Sarsale and Caday (2020) noted that an

institution will succeed if it depends on the satisfaction of its students. Accordingly, they must look for the

institution’s areas of strength that need to be achieved and those that need to be improved. In doing so, they can

help the institution improve for students and increase their satisfaction. It is unquestionably true that if students

have access to everything they require for school-related necessities, like libraries, it means we can be certain that

they are able to excel satisfactorily in their academics. As stated by Kardoyo, Pitaloka, and Hapsoro (2020), The

improvement of learning facilities is ultimately necessary to satisfy students.

According to Masserini, Bini, and Pratesi (2018) Quality of services and institutional image has an effect

of students’ satisfaction and loyalty in Higher Education and social indicators. As mentioned by Usman (2020),
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among the learner’s personal characteristics are their competences and results, motivation, and engagement in

educational activities, which correspond to their reported levels of satisfaction with the service provided. Whether

the school is able to retain current students who are satisfied with the institution’s performance or attract new

students as a result of the school’s success, the degree to which students are satisfied with the allied services and

student services has a significant impact on the school’s reputation. It has an impact on the loyalty of the students,

who might consider staying if the institution met their expectations. According to Ibrahim (2021) Student

satisfaction has become a major part of business strategy and has greater impact than advertising, he also said that

information about student satisfaction gives warnings that there will be difficulties. This can be seen in the decline

in income from universities. Citing Balik and Brooker (2019), the study intends to explore the backdrop of the

research issue, concentrating on the investments made in infrastructure and support services that bring in and

retain students. In favor of this, Ayanbode, Fagbe, Owolabi, and Ewulo (2022) claimed that an earlier study

extensively recognized the significance of student fulfillment as a major strategy and competitive advantage for

higher education providers. Not only does it keep the students, but it also makes sure that their present students

are satisfied and loyal.

This study aimed to provide valuable information on the level of satisfaction of grade 11 and 12 transferee

students in Allied service and Student service of Easter College Incorporated. For students, this study will help

the students take use of the wonderful services the school provides and will especially help them concentrate more

on their academics. Satisfied students create strong, enduring ties and turn the institutions into a resource during

their whole academic cycle. For the allied service and student service, the study's findings will support allied

services and student services in identifying their areas of weakness and the reasons behind any gaps in their

provision of services. These will additionally help in their efforts to enhance the services they provide. For school,

if the school services have improved as a result of the data from our survey, they are going to gain numerous

advantages. They will also become more known in the community.

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Theoretical Framework

Student Satisfaction Theory

The higher institution organization required to satisfy the essentials and demands of their target market as well

as the other stakeholders. Still, the need of the students must come first. Therefore, it is very importan to satisfy

or exceed their expectation in aspects like service delivery. (Petrusch and Vaccaro, 2019). Student satisfaction is

a compounded concept to define. With the service delivery provided to clients, in this case students, satisfaction

looks at positive desired outcomes. In the literature on student satisfaction, there is an exceptional consensus that

it is comprehensive. (Teeroovengadum, Nunkoo, Gronroos, Kamalanabhan, and Seebaluck, 2019)

Conceptual Framework

Service quality is an essential determiner of the ability of an organization to establish a broad and loyal

customer base. Depending on the capacity of a firm to meet and satisfy the needs of its customers, an entity can

set itself apart from its competitors. With customer satisfaction as a primary goal that organizations and their

managers have to consider, the institution strive to identify areas of improvement to minimize incidents that may

lead to student dissatisfaction. Given the competitive nature of the higher education sector Abu-Rumman (2018)

stated that institutions have to investigate students' levels of satisfaction of the service quality being delivered.

According to Al-Haddad,Taleb, & Badran (2018) making necessary adjustments, where applicable, is crucial to

ensuring and facilitating the delivery of highest quality services for the primary stakeholders in private

universities. besides providing life-changing experiences and valuable knowledge, the aim of enhancing student

satisfaction is to attract and retain students.

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Research Paradigm

INPUT PROCESS OUTPUT

Questionnaire

• Allied Service • Discussion of the

a.) Canteen result and findings
b.) Clinic of the study.
• Student service • Recommendations
• Distribution
a.) Guidance and implications
of survey
b.) Library based on the
questionnaire
findings of the
Respondents
study.
• Grade 11 and A.) Improve the
12 transferee facilities.
students of
senior high
school

Statement of the Problem

The purpose of this study is to determine the level of satisfaction of grade 11 and 12 transferee students of Easter

College Incorporated.

Research questions:

1. What is the level of satisfaction of grade 11 and 12 transferee students in allied services of Easter College

Incorporated?

2. What is the level of satisfaction of grade 11 and 12 transferee students in student services in Easter College

incorporated?

3. What is the overall outcome of effective research survey to the allied service and student service of Easter

College Incorporated

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 Chapter 2

RESEARCH DESIGN AND METHODOLOGY

This chapter deals with the design and methodology, population and locale of the study, data

gathering tool, data gathering procedure and treatment of data.

Research Design

For this study, the researchers will used a Descriptive research design which will be used in a gathering

information. According to McCombes (2019), Descriptive research aims to describe a population, situation, or

phenomenon accurately and systematically. Descriptive research can answer what, where, when, and how

questions, but not why questions. A descriptive research design can use a wide variety or research methods to

investigate one or more variables.

Population and locale

This study will focus on Senior high school students of Easter College Incorporated. Easter College Basic

education program, from its pre school to high school, consistently proves it efficiency by producing competent

students and professionals and for being instrumental in the accreditation of the Easter College Incorporated by

the association of Christians schools, colleges and universities accrediting agency. Moser (2019) also found that

students reported higher levels of satisfaction with their transfer experience when they had solid understanding

on financing their education and positive interactions with university faculty member.

The total population of Easter College Incorporated Senior High School is 567. Using Solvin’s Formula, with

a 5% margin of error, the sample size computed is 232. The researchers will use Stratified Random Sampling to

reach the computed sample size. According to Bhardwaj (2019) Simple random sampling is selected for

populations which are highly homogenous where the members of the research are randomly selected to

participate in the research.

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Data gathering tool

A questionnaire will be used to gather data. The questionnaire is a four-column survey questionnaire that

required student respondents to rate their perceived level of importance and their level of satisfaction from a

scale of 1 to 4. There are 20 items contained in the questionnaire which were distributed among the 4 different

services/facilities which were identified as Guidance Office, Library, Canteen Services, and Clinic.

Research instrument

The researchers employed a questionnaire to collect data from respondents. The measurement of service

quality of the extent of students’ satisfaction. This section consisted of 20 items divided into four subsections.

The 20 items were measured on a 4-point scale ranging from 1 for ‘Very satisfied’ to 4 for ‘dissatisfied’. The 20

items were adapted from Rubica (2018).

Data Gathering Procedure

The methods for gathering and collecting data will be covered in this section. To begin with, the researcher’s

questionnaires from Rubica (2018). Then, before conducting a pilot test the researchers will ask permission to

the teacher. The questionnaires will be sent to the respondents and their responses will be recorded after

approval. Following the questionnaire returns, the information will be evaluated.

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