In ensuring quality and excellence in academic institutions like SUCs, it is highly imperative to identify the demands and needs of the students. The ultimate goal of the study was to describe the educational service quality along the five SERVQUAL dimensions: tangibility, assurance, reliability, responsiveness, and empathy in state universities and colleges in Bicol Region from student’s perspective and their impact on student's satisfaction. The data were gathered in 2021 using a modified questionnaire on the extent of educational service quality and the level of satisfaction. Using the stratified sampling method, there were 353 students' respondents identified. Convenience sampling techniques were used to determine the distribution of respondents. Results were treated statistically using mean, analysis of variance, and Tukey test. Findings revealed that educational services along assurance, empathy, reliability, and responsiveness were provided excellently, while tangibility was provided moderately. There was a significant difference in the service quality in the five SERVQUAL dimensions offered by different SUCs. The relationship was statistically significant between the provision of service quality in SUCs and the students' level of satisfaction along SERVQUAL dimensions. The students in all the SUCs except SUC A were very satisfied with the educational service quality. Generally, the students were satisfied with the services provided to them by SUCs in Bicol Region.

Authors:
Melinda Parro-Pan, Central Bicol State University of Agriculture, Philippines

About the Presenter(s)
Dr Melinda Parro-Pan is a University Associate Professor/Senior Lecturer at Central Bicol State University of Agriculture in Philippines

See this presentation on the full schedule – Wednesday Schedule

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