An Evaluation of the Student Services at the Rizal Technological University (RTU) College of Business and Entrepreneurial Technology: A Tool for a Comprehensive Student Services Program

Alexander G. Cortez, Imee L. Resurreccion and Edna P. Conwi
Additional contact information
Alexander G. Cortez: Faculty/College of Business and Entrepreneurial Technology Rizal Technological University, Boni Ave., Mandaluyong City, Philippines.
Imee L. Resurreccion: Faculty/ College of Business and Entrepreneurial Technology Rizal Technological University Boni Ave., Mandaluyong City, Philippines.
Edna P. Conwi: Faculty/Department Head, College Business and Entrepreneurial Technology Rizal Technological UniversityBoni Ave., Mandaluyong City, Philippines.

Indian Journal of Commerce and Management Studies, 2015, vol. 6, issue 1, 20-27

Abstract: Interest in the quality of education has grown considerably over the past years. Higher education institutions are increasingly placing greater emphasis on improving service quality and student satisfaction. As universities become more student orientated, student perceptions of student services are becoming more important. This study attempted to evaluate the degree of service quality and level of satisfaction on the services provided by the institution. The study made use of the descriptive-normative-survey approach. The respondents comprised 272 college students which were purposively selected from the six academic departments from the College of Business and Entrepreneurial Technology. A researcher-made instrument was used to gather data. This study disclosed the degree of service quality got an Over-All Weighted Mean of 2.69 which falls under “average quality” category. On other hand, the level of satisfaction obtained an Over-All Weighted Mean of 3.14 which falls under “satisfied” category. The top three problems were identified as delays during enrolment period, inconvenient hours of operation and discourteous and unaccommodating personnel. There is a significant difference between degree of service quality and level of satisfaction. The students rating to satisfaction is higher than service quality.

Keywords: student services; student satisfaction; service quality; higher institutions. (search for similar items in EconPapers)
Date: 2015
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