Research Proposal

LEVEL OF STUDENTS SATISFACTION ON SCHOOL

SERVICES IN JH CERILLES STATE COLLEGE
 IndependentVariables: SCHOOL SERVICES IN JH
CERILLES STATE COLLEGE-PAGADIAN CITY

 Dependent Variables: : LEVEL OF STUDENTS

SATISFACTION
 INDICATOR: INSTRUCTIONS, FACILITIES,
Objectives
 To determine the overall satisfaction level of students regarding the services
offered by JH Cerilles State College.
 To identify specific areas of school services (e.g., academic support, facilities,
administrative processes) that significantly contribute to or hinder students'
satisfaction.
 To assess students' satisfaction with academic services, including teaching quality,
course content, and availability of resources.
 To evaluate the satisfaction of students with administrative services such as
registration processes, information dissemination, and responsiveness of staff.
 To analyze the level of satisfaction regarding support services, including
counseling, career guidance, and other student support programs.
 To investigate students' satisfaction with the physical facilities and infrastructure
provided by the college, including classrooms, libraries, laboratories, and
recreational spaces.
Statement of the Problem
 This study aims to determine the Sstudents’ satisfaction towards the
school services of JH Cerilles State College, Specifically, this study
seeks to answer the following questions:
1. What is the level of the students’ satisfaction towards the school
services in terms of faculty, student services, safety and security,
facilities and equipment, and academic program when taken as a
whole and when grouped according to:
a. Sex;
b. b. Year level; and,
c. c. Courses
 2. Is there a significant difference on the level of
satisfaction of the college students in terms of
faculty, student services, safety and security,
facilities and equipment, and academic program
when grouped according to:
 a. Sex;
 b. Year Level; and,
 c. Course?
 Hypotheses
 Based on the previous statement of the problem, the
following hypotheses will serve as a guide in this study:

• There is a significant correlation between the level of students' satisfaction

and the quality of school services at JH Cerilles State College in terms of
faculty, student services, safety and security, facilities and
equipment, and academic program when grouped according to
sex, Year level, and course
• There is no significant difference in the level of satisfaction of
students on school services in terms of faculty, student services,
safety and security, facilities and equipment, and academic
program when grouped according to sex, year level, and course.
Theoretical Framework

 Thereare several theories that have been

used to understand the process through
which customers form satisfaction
judgments. This section presents the (1)
Dissonance Theory; (2) Assimilation-
Contrast Theory; and, (3) Disconfirmation
Theory.
 According to Festinger (1957), the Dissonance theory
suggests that consumers make some kind of cognitive
comparison between expectations about the product and
the perceived product performance. Moreover, consumers
seek to avoid dissonance by adjusting perceptions about a
given product to bring it more in line with expectations
(Anderson, 1973). Furthermore, consumers can also
reduce the tension resulting from a discrepancy between
expectations and product performance either by distorting
expectations so that they coincide with perceived product
performance or by raising the level of satisfaction by
minimizing the relative importance of the disconfirmation
experienced.
 Assimilation-contrast theory was introduced by Anderson (1973) in
the context of post-exposure product performance. The
Assimilation-contrast theory suggests that if performance is within
a customer’s range of acceptance, even though it may fall short of
expectation, the inconsistency will be disregarded, in which
assimilation will operate and the performance will be deemed as
acceptable. If performance falls within the range of rejection,
contrast will prevail and the difference will be exaggerated, in
which the produce 5 or service will be deemed unacceptable. As
with the Assimilation theory, the consumers will tend to assimilate
or adjust differences in perceptions about product performance to
bring it in line with prior expectations but only if the discrepancy
is relatively small (Anderson, 1973).
 In addition, according to Anderson (1973), “this paradigm
theorizes that satisfaction is a function of the magnitude of the
inconsistency between expected and perceived performance”.
Assimilation-contrast theory attempts illustrate that both the
assimilation and the contrast theory paradigms have
applicability in the study of customer satisfaction. Thus, the
strength of the expectations may also affect whether
assimilation or contrast effects are observed (Anderson, 1973).
The assimilation-contrast theory paved a way to explain the
relationships among the variables in the disconfirmation
model.
The Disconfirmation theory is a combination of
both the assimilation and the contrast theories
(Ekinci et al. 2004). Disconfirmation theory
argues that ‘satisfaction is related to the size
and direction of the disconfirmation
experience that occurs as a result of comparing
service performance against expectations’.
Ekinci et al (2004) cites Oliver’s updated
definition on the disconfirmation theory, which
states “Satisfaction is the guest’s fulfilment
response
 Satisfaction is a judgement that a product or service feature, or the product
or service, provided a pleasurable level of consumption-related fulfilment,
including levels of under- or over-fulfilment”. Mattila, A & O’Neill, J.W. (2003)
discussed that amongst the most popular satisfaction theories is the
disconfirmation theory, which argues that satisfaction is related to the size
and direction of the disconfirmation experience that occurs as a result of
comparing service performance against expectations. Basically, satisfaction is
the result of direct experiences with products or services, and satisfaction
occurs by comparing perceptions against a standard, such as expectations.
Research also indicates that how the service was delivered is more important
than the outcome of the service process, and dissatisfaction towards the
service often simply occurs when guest’s perceptions do not meet
expectations.
Conceptual Framework

 The first frame presents the basis under the

survey forms and the respondents. Upon
elaboration of the written details, the survey
forms will be categorized into two parts: (1)
Demographic information; (2) Level of
Satisfaction Questionnaire
 The second frame shows the research application
wherein the survey questionnaires will be distributed
to the participants. This comprise the data gathering
section of the study. Upon finishing the data gathering
procedures, statistical treatment of the data will
commence. In this case, frequency, weighted mean,
Independent t-test, and One-way Analysis of Variance
(ANOVA). After the statistical procedures, data
analysis and interpretation will begin before the
discussion of the results and findings of the data
collected in the study.
After the data gathering, analysis and
interpretation, results and findings of the study
will provide information in order for the
researchers to determine the level of
satisfaction of students on school services in JH
Cerilles State College. Therefore, the final
research work will pave a way for implications
and recommendations that aims to improve the
services offered by the school to the students
Schematic Diagram of the Conceptual
Framework
 InputQuestionnaire Process
• Demographic Output • Discussion of the result and
findings of the study
Information • Recommendation and
A. Sex implications based on the
B. Year Level • Distribution of findings of the study
C. Course a. Improve the facilities and
Survey Questionnaire
• Respondent maintain cleanliness and order
• Statistical treatment in the school
Students in JH Cerilles of the data b. Additional seminar and
State College • Interpretation of the trainings for the faculty and
• Factors influences in data collected staff
students satisfaction c. Repair any damages of the
• Student affect buildings, equipment and
water supply
satisfaction to d. Provide study room for the
students student use
Significance of the Study
 This study is significant to the following education stakeholders:
Administrators. The current research may present information or data
gathered from the study, thus, helping the school administrators be
informed. In this way, the school administrators may create and
implement necessary interventions based on the level of expectation
and level of satisfaction of the students, thereby, providing a chance to
possibly alter, enhance, or implement new endeavors regarding the
services offered by the school. Practically, this study will enable the
management of the school to identify the strength and weaknesses in
the present service quality offered to students and make necessary
improvement to increase student’s satisfaction.
Teachers. The teachers play an integral role in the
learning of the student, thus, giving the teachers
responsibility due to the teachers’ significant role
in the life of the students. In line with this, the
teachers would be aware of the current
satisfaction level of the students based on the
students’ expectations in order to be able to take
the necessary measures regarding the students’
satisfaction. The research contributes to
educators by highlighting the important factors
affecting student’s satisfaction
 Students. The students are the main focus of this study.
Through the study, the students’ level of satisfaction would be
conveyed to the school for further study and implementation
of methods regarding the findings of this study, in which may
benefit the students in the end. In addition, the
recommendations given by the respondents of this study gave
light to the suggestions and recommendations that are
presented by the researchers. By presenting the
recommendations, the satisfaction level of the students may
increase due to the necessary measures and interventions that
will be created from the findings of this study.
 Parents. This study gives insights to the parents
about the students’ level of expectation and
level of satisfaction to the school services.
Parents also have expectations from the services
offered by the school. This is for the purpose to
ensure that the children will receive and utilize
the school services. With the expectations and
satisfaction levels of the students, parents will
be informed and aware regarding the service
quality of the school.
 FutureResearchers. This study’s findings may
answer the questions of the researcher and may
possibly serve as basis for future research.
Hence, future research may help improve the
study and to fill research gaps.
METHODOLOGY

 Thischapter will present the methodology used

that is deemed appropriate to the topic of this
study by the current researchers. Furthermore,
this chapter presents and apprises the (a)
research design; (b) respondents; (c) research
instruments; (d) data gathering procedure; and,
(e) statistical tools of the current study.
Research Design
 The current study is quantitative in nature because this study’s statement of the problem
required the use of statistics. According to Cresswell (2003), a quantitative approach is
one in which the investigator primarily uses post positivist claims for developing
knowledge, such as cause and effect thinking, reduction to specific variables and
hypotheses and questions, use of measurement and observation, and the test of theories,
employs strategies of inquiry such as experiments and surveys, and collects data on
predetermined instruments that yield statistical data. Moreover, the descriptive method
of analysis was applied in this study. This method involves summarizing and describing the
data collected for this study. However, descriptive statistics do not allow the researchers
to make conclusions beyond the data that will be analyzed and the presented hypotheses
of this study. Thus, this method is a way to simply describe data. Additionally, the
descriptive correlation method will also be applied in this study. For Gravetter, et.al
(2009), this method will be conducted in order to describe individual variables as they
exist naturally. This method involves the description, recording, analysis, and
interpretation of the present nature, composition or process or phenomena.
Respondents
The respondents of this study were the
students in JH Cerilles State College that
were officially enrolled for the school year
2024-2025. The population of the students is
600 students. This study did not use a
sampling method, thus, the population of
the college students was used as the number
of respondents.
Research Instruments
 The present study used questionnaire as a medium to obtain the
data needed. The questionnaire consisted of two parts: (1)
Demographic profile; and, (2) Measurement of the level of
satisfaction using a 4-point Likert Scale. The second section
comprises (A) Faculty; (B) Student Services; (C) Safety and
Security; (D) Facilities and equipment; and, (E) Academic
Program. The instrument used in this research was self-
administered and was subjected to reliability testing using
Cronbach’s Alpha, which indicated the reliability and internal
consistency of the items that measure student satisfaction.
Data Gathering Procedure
 A questionnaire written in English will be distributed in order to
determine the level of expectation and level of satisfaction of the
respondents. The questionnaire will subject to validation and
reliability testing to ensure the validity and reliability of the research
instrument. Upon receiving the permission to conduct this study from
the School Administrator, data gathering will be conducted through a
survey. The data collection tool that will be used is a structured
questionnaire, which will serve as a survey guide for this study’s
researchers. The questionnaire will be constructed based on the
statement of the problem in which the research questions and
objectives will be fulfilled. In addition, the statistical tools for data
analysis are frequency, T-test, and Analysis of Variance (ANOVA). After
the analysis of the data gathered, the researchers will present the
findings and corresponding recommendations regarding the problem
addressed by this study
 Statistical Tools
 The data gathered was analyzed using descriptive statistics where frequencies and
percentages are derived to describe the socio-demographic profile of the respondents,
the level of expectation and level of satisfaction of the respondents of this study.
Moreover, frequency and percentage will be used as a statistical tools in the data analysis
of the demographic information on sex (male or female), Year level (1st Year to 4th Year)
and courses (BSN, BSED,BSIT,BSHM, BSTM, BSNEntrep). Meanwhile, t-test will be used to
determine the significant difference on the level of expectation of the students in terms
of sex, and Year level. Likewise, t-test was also used to determine the significant
difference on the level of satisfaction of the students in terms of sex and Year level. This
is for the reason that t-test is used when identifying whether there is a significant
difference between two variables. On the other hand, Analysis of Variance (ANOVA) will
be used in identifying the significant difference on the level of expectation and
satisfaction in terms of course, as ANOVA is used when identifying a significant difference
between two or more variables. In identifying the significant relationship between the
level of expectation and level of satisfaction, and Pearson Product Moment will be
utilized by this study. The statistical tools that was used in evaluating the data gathered
were based on the research questions provided.
Research Question No. 1, which sought to
determine the level of satisfaction among
college students, the researchers used mean or
average with the formula of: 𝑥 = ∑ 𝑥

n
 Research Question No. 2, which sought to find the significant
difference on the level of college students when they are
grouped into sex and year level, the researchers used T-test
and when grouped into courses, Analysis of Variance (ANOVA)
will be used