SAN JUAN DE DIOS EDUCATIONAL FOUNDATION, INC.

College of Business and Management

ASSESSING THE INTERNET SERVICE SATISFACTION LEVEL BETWEEN

EMPLOYEES AND STUDENTS AT SAN JUAN DE DIOS EDUCATIONAL

FOUNDATION, INC. - COLLEGE, A.Y 2023-2024: A COMPARATIVE

ANALYSIS FOR SERVICE QUALITY ASSURANCE

A Research Presented to the College of Business & Management

Bachelor of Science in Office Administration Program of

San Juan de Dios Educational Foundation, Inc. – College

In Partial Fulfillment of the

Requirements in Internet Research for Business

ORELLANA, LANCE WARREN B.

January 2023
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College of Business and Management

Chapter 1

INTRODUCTION

Life has gotten easier for people as a result of technology's ongoing

modernization and advancements. Nowadays, the majority of people rely on

various technology breakthroughs to do their everyday jobs. In general, these

technologies increase people's productivity. It automated manual operations,

sped up industrial tasks, and improved life by making it easier and more

productive.

One of the most popular modern inventions is the Internet. There are

billions of people worldwide who are linked to the Internet. It is made up of

millions of computer networks and has tremendously improved accessibility

and communication for everyone. In the digital age, where almost everything

is instantaneous and accessible with just one click, internet connectivity has

become a basic necessity. In actuality, the UN recognizes access to the

internet as a basic human right (Guillermo et. al., 2018). By providing a

convenient means of communication, social engagement, information

collection, and distribution, technology has tremendously benefited people in

leading better lives. Aside from that, the Internet is a part of everyone's leisure

because it is also a source of entertainment.

For academic studies, using reliable internet resources is very crucial,

especially in challenging courses (Sahin et. al., 2014), where it is believed that
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College of Business and Management

the process of producing, gathering, and disseminating useful information is

continuous. Internet connectivity has greatly increased in recent years and is

now accessible everywhere, including in homes, offices, transportation places,

and educational institutions (Ellore, 2014). To guarantee that educational

institutions keep raising the standard for teaching and learning, quality

assurance is crucial.

The Philippines, however, is unable to fully take advantage of Internet

benefits for a number of reasons. The Philippines ranked 86th out of 138

countries in the speed test worldwide ranking that Ookla published in April

2023 according to their average mobile internet speed. The Philippines' slow

internet is made even worse by the fact that it is also pricey. The nation has a

sluggish connection, which suggests that its performance is also poor.

Therefore, the investigation on the satisfaction level of SJDEFI's internet

connectivity is necessary as a basis for service quality assurance.

Customer satisfaction is the measurement and quantification of a

customer's degree of satisfaction with a service, a product, or an experience

they have received from a supplier. While there are many improvements that

must be made for an institution to succeed, it is crucial to treat internet

services as one of the key enablers and constantly look for methods to make

them better. This will raise client satisfaction. Along these lines, it is important

to gauge and further evaluate student satisfaction with internet facilities since

they are the primary users of these services in higher education.

 SAN JUAN DE DIOS EDUCATIONAL FOUNDATION, INC.
College of Business and Management

Enhancing students satisfaction has long been seen as a crucial

strategic goal in the management of higher education institutions, according to

Alsheyadi and Albalushi (2020). According to Sary and Herlambang (2019),

the definition of student satisfaction is "individual students' feelings and

attitudes toward the educational process as a result of colleges' perceived

service quality." SERVQUAL, created by Parasuraman, Zeithaml, and Berry

(1985), is the most widely used indicator of service quality. Masri et al. (2017)

assert that given the shortage of research on technology quality in general

and wireless technology in particular, it is imperative to do so.

The researchers, as part of the College of Business and Management,

specifically the Bachelor of Science in Office Administration, were inspired to

assess the internet satisfaction level of both staffs and students in San Juan

de Dios Educational Foundation Inc.- College for continuous improvement of

the institution’s effective and efficient services. Additionally, the study offers

compelling evidence in favor of the potential creation of a quality service that

might help students become more satisfied with all aspects of school services,

particularly internet connectivity.

 SAN JUAN DE DIOS EDUCATIONAL FOUNDATION, INC.
College of Business and Management

BACKGROUND OF THE STUDY

San Juan de Dios Educational Foundation, Incorporated (SJDEFI) -

College in Roxas Boulevard, Pasay City, Philippines, was established in 1913,

as a response to the growing demand for high-quality healthcare education in

the country. SJDEFI College originally started as a school of nursing, aiming

to produce competent and compassionate nurses to meet the healthcare

needs of the Philippines.

Over the years, SJDEFI College expanded its academic offerings to

include a diverse range of health sciences programs. This expansion included

the introduction of programs in physical therapy and medical technology.

Additionally, SJDEFI College broadened its educational scope by offering

courses in business management such as office administration, recognizing

the importance of business and administrative skills in society.

In the present day, SJDEFI College continues to thrive as a renowned

institution, providing comprehensive education in healthcare and business

management fields. The college acknowledges the essential role of internet

services in modern education, where it enables online and blended learning,

research, and communication among students, faculty, and staff. The internet

has become an integral part of academic life at SJDEFI College, facilitating

access to resources, supporting distance learning, and enhancing overall

productivity in the pursuit of excellence in education and administration.

 SAN JUAN DE DIOS EDUCATIONAL FOUNDATION, INC.
College of Business and Management

Moreover, education for all can be achieved by implementing

innovative teaching and learning methods, improving access to a greater

variety of information and resources, and developing new digital age skills.

But before these to happen, accessible internet connectivity is necessary to

achieve it. In this context, internet usage pertains to the utilization of the World

Wide Web to enhance academic work (Yebowaah, 2018). It is pivotal to

recognize that the internet is the most influential Information and

Communication Technology that has brought about a global transformation in

the quality of information (Siraj et al., 2015; Yebowaah, 2018).

The Internet's role in education extends to both students and school

staff. For students, it serves as a gateway to a vast repository of information,

enabling research, online learning, and collaborative projects (Jones & Smith,

2020). Additionally, for school staff, including educators and administrative

personnel, the internet streamlines administrative tasks, facilitates

communication, and provides access to valuable educational resources,

ultimately enhancing productivity and supporting the institution's educational

goals (Brown & Davis, 2019).

Thus, the purpose of this study is to assess the level of satisfaction on

internet usage as a basis for quality assurance in San Juan de Dios

Educational Foundation Inc.- College, A.Y. 2023 – 2024. Specifically, it aims

to assess internet availability, speed, and related problems encountered with

it.