The Service Quality of the Registrar’s Office and the Stakeholders’ Satisfaction in Olivarez College Tagaytay

Rosa B. Ramirez
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Rosa B. Ramirez: Olivarez College Tagaytay, Philippines

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 14, 455-465

Abstract: This study investigates the service quality of the Registrar’s Office at Olivarez College Tagaytay, , and its impact on stakeholder satisfaction. In an increasingly competitive higher education landscape, delivering exceptional service is paramount for student retention and institutional reputation (Kumar & Reinartz, 2016; Baker & Cameron, 2016). Utilizing the SERVQUAL model, the research identifies five key dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy (Zeithaml et al., 2018). Findings reveal an overall service quality rating of 3.56 (Very Satisfactory), with empathy scoring the highest at 3.81, indicating effective communication and care from staff. However, responsiveness was identified as an area needing improvement, with a score of 3.40. The study establishes significant relationships between service quality dimensions and stakeholder satisfaction, with 85% of respondents expressing satisfaction with services (Mavondo & Zaman, 2018). The proposed action plan includes staff training, feedback mechanisms, and service standardization to enhance service delivery (Bennett & Ali-Choudhury, 2019). This research underscores the necessity for higher education institutions to prioritize service quality to foster student satisfaction and loyalty, aligning with findings from Hemsley-Brown & Oplatka (2015) and Alharbi & Alshammari (2020).â€

Date: 2024
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