Very Much Final Edited

ACKNOWLEGEMENT

The researcher would like to express their warm gratitude to kind and

generous individuals who shared their time and giftedness to pave way for the

completion of this study. They are especially indebted to the following:

To Mr. Hernane Carillio, Vice President for Academic Affairs of Holy Cross

of Davao College, our facilitator, for his brilliance, great concern, diligence and

critiques which guided us throughout our research.

To the respondents, the students of Holy Cross of Davao College,

acknowledged for their availability and generosity in answering all the

questionnaires.

To our dear families, for their undying love and encouragement and for

always being there to support us emotionally, spiritually and especially

financially.

Above all, we would also like to thank our Almighty God for his goodness

and mercy that never paltered from the start until the end and also for the

blessings that showered upon us.

The Researchers

CHAPTER 1

Problem and Scope

Introduction

The concept of the school services is to provide the needs of every

student. There are a lot of services offered by school. It includes the finance

services, registrar services, library services, bookstore services, clinic services,

canteen services and internet lab services.

The study is all about the overall services offered by the Holy Cross of

Davao College. The processes of what we have to follow on the procedure when

enrolling. It is important to study the services offered by Holy Cross of Davao

College enable us to know whether the services teaches the students to be more

globally competitive.

We need to study this topic because for us to know what are the rules and

regulations of Holy Cross of Davao College in all their services. In this research

we may able to know if their practice techniques help them in improving their

services and performance. In this way we may able to have several techniques

which are more efficient and effective to the students, and also gather

information on how to improve or develop customer satisfaction.

Each services offered by Holy Cross of Davao College has its own

purposes and its primary service offered is education. The institution educates

the students on the ideas generated internationally. With the help of this

international concept, the institution may set the standards on its different

services. Holy Cross of Davao College educates the students about the national

issues in relation to the awareness of any happenings either positive or negative,

either political or any aspects in national issues. Through education, the

institution teaches and trains the students on what proper actions to be done in

different matters on issues in the national concept, whether the issue is national,

international or even local, the Holy Cross of Davao College institution spread the

awareness through its educational services. The institution may establish its

services beyond its corners and extend its range services locally. The

significance on the study of its services provides a new innovation of concept and

ideas for the institution either to serve a better and on how services will be

delivered.

The importance of the study is for us to know level of customer’s

satisfaction about the services offered by Holy Cross of Davao College. Why

Holy Cross of Davao College community offered this kind of services in this

institution. It is important for the students to study this so that they will know

whether the services of Holy Cross of Davao College could increase their

knowledge to be more globally competitive.

In this study, the students can develop their character and confidence that

could help them succeeds in their future. The institution provides the students

access to its facilities to ensure the knowledge through exposure and experience.

Concept and Theories

The customer level of satisfaction on the services offered by Holy Cross of

Davao College can be assessed and leveled their performance in attaining their

customer needs, based on research studies, finance who has performed and

served their customers well. Registrar services, Maintenance services, and

clinical services got the highest satisfactory rate in contrast which the basis for

those services such as finance services, internet lab services, bookstore

services, library services and canteen services who only got the minimum

satisfactory rate of the services they offered.

The services offered by Holy Cross of Davao College which are using their

strategic plan in attaining their customer to be more comfortable, serves time

effort, money and may gain nutritious foods.

Conceptual Framework

The Conceptual framework shows the diagram of this study particularly on

the involvement of the HCDC students to the services offered by HCDC. Part of

the survey of this study is the services availed by HCDC students, students level

of customer satisfaction, problem encountered by students , benefits gained,

and recommendation of the students to enhance the services offered by HCDC.

Through this framework of the study, it would be easy to determine what

are the problems encountered by the clienteles of the school as well as to identify

the benefits they gained from the school services. From these their level of

satisfaction is be enhanced.

Conceptual Fraemwork

Level of Customer Satisfaction to enhance the services offered by the school

Problems encountered

Level of Customer Satisfaction

Benefits gained

Recommendations to Enhance

Services

Figure 1.Conceptual Framework

Statement of the Problem

The study aimed to determine the level of customer satisfaction to

enhance the services offered by Holy Cross of Davao College to the students.

1. What are the services availed by students in HCDC.

2. What is the level of satisfaction do students having in relation to the

services offered by HCDC?

3. What are the problems encountered on the services offered by HCDC?

4. What are the benefits gained by the students in availing of these

services?

5. What should be done by the school administration to enhance the

services offered to students?

Research Design

The study used the descriptive and evaluative research to enhance

the services offered by Holy Cross of Davao College. It will also be used to

facilitate the school administrators to develop and how to attract the new

customers to meet the needs of their students.

The descriptive research refers to the type of research question,

design and data analysis that will applied to a given topic. The type of

questions asked by the researcher will ultimately determine the type of

approach necessary to complete an accurate assessment to the topic hand.

Evaluative because the study includes the evaluation on how to

enhance the level of customers satisfaction to their various customers.

Evaluation is a methodological area that is closely related to, that

distinguishable from more traditional social research. Evaluation utilizes

many of the same methodologist used in traditional social research, but

because evaluation takes place within a political and organizational context,

It requires group skills management ability, political dexterity sensitivity to

multiple stakeholders and other skills that social research is general does not

rely on as much.

The flow chart below illustrates the research design in assessing the

effectiveness of the Holy Cross of Davao College to enhance the services offered

to the students.

Types of data to gather

Respondents of the study

Tools to gather data

Techniques to analyze

data

Output of the study

- What are the services availed by the students in HCDC.

- What is the level of satisfaction to students having in relation to the services offered by HCDC.

- What are the problems encountered on the services offered by HCDC.

- What are the benefits gained by the students in availing these services

- What should be done by the school administration to enhance the services offered to students.

- Students for a general program

- Survey questionnaire

- Frequency count

- Mean

- Weighted mean

- Ways to enhance the expectation of students regarding to the services offered by HCDC.

Locale and Participants of the Study

The study was conducted at Holy Cross of Davao College, Sta. Ana

Avenue, Davao City. The Holy cross of Davao College is a private Catholic

college institution founded by the Religious of the Virgin Mary Sister in 1951 and

maintained by the foreign Mission Society of Quebec in 1956. A turnover of the

administration happen it took place in 1978 which cut off the umbilical cord from

the founders and passed it on the apostolate of education to the archdiocese of

Davao, located in Southern Mindanao, Philippines.

It is divided into six units including the College of Arts and Sciences, the

College of Education, the College of Engineering and Technology, the college of

Business and Accountancy. It also runs grade school and high school units. It

has three campuses in J.P Laurel Avenue Campus (Elementary and High school)

and 2 at the Main Campus at Sta. Ana Avenue (which offered 4 year Course,

Technical and Vocational Courses).

The participants of the study were the 200 students of Holy Cross of

Davao College from the different departments who are enrolled this summer

2011.

Research Instrument

Our study is entitled “The level of customer satisfaction to enhance the

services offered by Holy Cross of Davao College”. The researcher constructed

five statement of the problem that guided us to formulate and design

questionnaire to be answered by the respondents. The questionnaire was check

for the validation to be more understandable to the respondent .The respondent

were able to answer the survey questionnaire which the researcher come up with

the interpretation, analysis of the different responds of the respondent. After the

duplication of the questionnaire it was distributed to the student.

The survey questionnaire consists of five parts. The first part contain the

services availed by the students. The second part is the student’s level of

satisfaction on the services offered by HCDC. The third part contains problems

encountered by students on the services offered by HCDC, the fourth part

contains the benefits gained by students in availing the services and the last part

is the recommendations of the respondents to the HCDC management for the

enhancement of services offered.

Data Gathering

The study was conducted at Holy Cross of Davao College. There were

five members of the group who helped in the floating of the questionnaire.

The validated questionnaires were produced and distributed to the members

of the research group. The researchers approached the respondent to

answer honestly the survey questionnaire. Immediately after answering the

questionnaires these were retrieved from the respondents.

Data Analysis

The researchers tabulated the data gathered. Different statistical tools

were used to interpret and analyze data from problems 1, 3, 4, and 5. The

frequency and ranking was used to interpret the results in problems 1, 3, 4

and 5. Weighted was used in problem 2. The weighted mean was used to

determine the level of customer’s satisfaction. Below is the rating scale used

to interpret the data.

Scale Value Range of the Mean

Descriptive Rating Interpretation

5 4.51 – 5.00 Very much satisfied

The situation is very well accepted

4 3.51 – 4.50 Very much satisfied

The situation is well accepted

3 2.51 – 3.50 Satisfied The situation is accepted

2 1.51 – 2.50 Fairly satisfied The situation is moderately accepted

1 1.00 – 1.50 Not satisfied The situation is not accepted

CHAPTER 2

Results and Discussions

This chapter comprises the outcomes obtained by the researches from the

data gathered in the survey questionnaire randomly answered by students of

different courses and year levels of Holy Cross of Davao College. The

researchers assisted by the school administration on how to assess the level of

customer satisfaction on the services offered by Holy Cross of Davao College.

This chapter contains table, discussions and interpretations of the results of the

study in relation of the problem in this research. The findings are presented

according to the questions raised in the statement of the problem.

Services Availed by Students at Holy Cross of Davao College

The table 1 shows the services availed by the students of Holy Cross of

Davao College.

Table 1. Services availed by students of Holy Cross of Davao College

Indicators Frequency RankFinance services 178 FirstRegistrar services 152 FifthLibrary services 161 ThirdMaintenance services 107 EightBookstore services 151 SixthClinic services 148 SeventhCanteen services 160 FourthInternet lab services 165 SecondOthers (please specify)

The table 1 shows that out of 200 respondents, it is the finance

services that students mostly availed; this affirmed by the 178

respondents, the second in rank is internet lab services with 165

respondents, and third is library services with 161 respondents. It is the

maintenance services that students least availed with 107 respondents,

followed by clinical services with 148 respondents, and bookstore services

has 151 respondents.

Discussion

According to Frederick Reichheld’s (April 1996), recent research

indicates that employee satisfaction does not necessarily contribute

directly to productivity. Satisfaction may be viewed as a passive attribute,

while more proactive measures such as motivation levels and brand

engagement are viewed as more closely linked to behavioral change,

performance, and, ultimately, to bottom line performance. In an interview

was conducted to support the survey. The result affirmed by a student’s of

Holy Cross of Davao College last May 20, 2011 namely Ricson Amorin

when he was interviewed. The researchers asked this question." Among

the services offered by Holy Cross of Davao College, what services do

you availed and not availed?" "Ricson Amorin answered, the services I

mostly availed was the internet lab services because I can easily research

information on the web that fit on my studies and the services that I have

not availed was the clinical services because not all medicines are

available.

Students level of customer satisfaction on the services offered by Holy Cross of Davao College

Table 2 shows the results of the students’ level of customer’s satisfaction on the services offered by Holy Cross of Davao College.

Table 2. Students level of customer satisfaction on the services offered by Holy Cross of Davao College.

A. Finance services Weighted mean

Description Interpretation

Provide organize services 3.34 Satisfied The situation is acceptable

Prompt attention to students 3.30 Satisfied The situation is acceptable

Work attitude of the finance 2.10 Fairly satisfied

The situation is moderately acceptable

Lack of initiative 3.04 Satisfied The situation is acceptable

Others (please specify)General Average 2.945 Satisfied The situation is

acceptableB. Registrar servicesClear admission procedure 3.42 Satisfied The situation is

acceptableSafety of the records 3.69 Very satisfied The situation is

well acceptable

Work attitude of the personnel

3.66 Very satisfied The situation is well acceptable

Provide systematic services 3.33 Satisfied The situation is acceptable

Others (please specify)General Average 3.525 Very satisfied The situation is

well acceptableC. Library servicesShows willingness to help 3.35 Satisfied The situation is

acceptableAvailability of books 3.33 Satisfied The situation is

acceptablePrompt attention to students 3.40 Satisfied The situation is

acceptableWork attitude of the personnel

3.25 Satisfied The situation is acceptable

Others (please specify)

General Average 3.3325 Satisfied The situation is acceptable

D. Bookstore servicesPrompt attention to students 3.51 Very satisfied The situation is

well acceptableProvide systematic services 3.49 Satisfied The situation is

acceptableAvailability of books 3.29 Satisfied The situation is

acceptableWork attitude of the personnel



acceptableE. Maintenance servicesCleanliness of the school 3.72 Very satisfied The situation is

well acceptableAvailability of the personnel 3.47 Satisfied The situation is

acceptableSafety of the school premises


Work attitude of the personnel



well acceptableF. Clinical servicesAvailability of the doctor 3.34 Satisfied The situation is

acceptableComfortable place to rest 3.55 Very satisfied The situation is

well acceptableWork attitude of the health staff


Cleanliness of the environment



well acceptableG. Canteen servicesVariety of the food served 3.41 Satisfied The situation is

acceptable

Prompt attention to students 3.34 Satisfied The situation is acceptable

Cleanliness of the environment


Availability of the personnel 3.20 Satisfied The situation is acceptable


acceptableH. Internet lab servicesProvide systematic services 3.34 Satisfied The situation is

acceptablePrompt attention to students 3.42 Satisfied The situation is

acceptableInternet connectivity 3.33 Satisfied The situation is

acceptableWorkability of the units 3.14 Satisfied The situation is

acceptableOthers (please specify)General Average 3.3075 Satisfied The situation is

acceptable

The data generated shows that students are satisfied with finance

services with the average mean score of 2.945. It means that customer is

satisfied or the situation is acceptable.

According to the data gathered, respondents are very satisfied with

registrar services with the result of 3.525. It explains that customer is well

acceptable with the results of their services.

In library services the result shows a rating of 3.3325 or customers

are satisfied. This means that customers are acceptable with the services

offered by the library.

The bookstore got the average mean of 3.3925. The customers are

satisfied with the services it offers. It means that customers are satisfied or

the situation is acceptable.

The weighted mean gathered on the maintenance is 3.5875. The

result reveals that customers are very satisfied with the services they offer.

The clinical services got the weighted mean of 3.54 which means that

customers are very satisfied. It only shows that customers are very well

accepting the services rendered.

The canteen services gained a weighted mean 3.335 which is

described as satisfied and last the internet lab services got the weighted

mean of 3.3075 as it describes as the customers are satisfied with the

services they are offering.

Discussions

Thus, the result was supported by the study of Hunt (1977) that

consumer satisfaction with the favorableness of the individuals subjective

evaluation of the various customer. Customer perception of quality is also

contributes to the complexity of satisfaction. One of the contributing factors to

this fact is that customer satisfaction is more dependent on customization.

Customer satisfaction is measured at the individual level, but it is almost

always reported at an aggregate level. It can be, often is, and measured

along various dimensions. A hotel for example, might ask customers to rate

their experience with its front desk and check-in service, with the room, with

the amenities in the room, with the restaurants, and so on. Additionally, in a

holistic sense, the hotel might ask about overall satisfaction "with your stay."

As research on consumption experiences grows, evidence suggests that

consumers purchase goods and services for a combination of two types

benefits: hedonic and utilitarian. Hedonic benefits are associated with

sensory and experiential attributes of the product. Utilitarian benefits of a

product are associated with more instrumental and functional attributes of the

product (Batra and Athola 1990)

"As you answered in the question of table 1 that the services that you

availed is the internet lab; are you satisfied on their services and why?

Ricson Amorin answered "Yes I am satisfied on their services because it

makes the students research made easier and faster."

Problems encountered by students on the services offered by HCDC.

The table 3 shows the problems encountered by students on the

services offered by HCDC.

Table 3. Problems encountered by students on the services offered by HCDC

Indicators Frequency Rank

A. Finance servicesLimited area for financial transaction 131 FirstLonger payment lend time 124 SecondPoor personnel relationship with students 83 ThirdUnavailability of personnel during the duration of collection hours

67 Fourth

Others (please specify)

B. Registrar servicesInaccuracy absence of the records 66 ThirdLonger lend time in document processing 104 FirstPoor personnel relationship with students 92 Second

Requirements assessment to students 59 FourthOthers (please specify)C. Library servicesDisorder arrangement of the books 100 FirstIncomplete book pages 84 SecondPoor personnel relationship with students 61 ThirdPoor ventilation 58 FourthOthers (please specify)D. Bookstore servicesDeficiency of products and books 85 SecondExpensive products/books 99 FirstPoor personnel relationship with students 63 ThirdPoor ventilation 46 FourthOthers (please specify)E. Maintenance servicesLack of proper hygiene in maintaining school equipments

87 First

Lack of proper hygiene in maintaining school facilities

76 Second

Proper personnel relationship with students 62 ThirdUnavailability of personnel 48 FourthOthers(please specify)

F. Clinical servicesInsufficient supply of medicines 71 SecondLack of medical assistance 80 FirstPoor personnel relationship with students 71 SecondPoor ventilation 43 ThirdOthers (please specify)

G. Canteen servicesInsufficient personnel 87 ThirdDeficiency of utensils 102 SecondExpensive foods 112 FirstNon nutritious foods 40 FourthOthers (please specifyH. Internet lab servicesDeficiency of computer units 114 FirstInsufficient personnel 68 ThirdInternet connection is slow 101 SecondLimited laboratory space 57 FourthOthers (please specify)

The analysis generated in the finance services, the services problem

has the highest is the limited area for finance transaction, while the least

serious problem is the unavailability of personnel during the duration of

collection hours, which has the score of 67. This means that even there is

enough personnel working but the space is limited services offered may have

problems that might be encountered by the customers.

On registrar services the most score generated are longer lend time in

document processing with the score of 104, while the lowest score is 59 poor

personnel relationship with students.

Library services also encountered a problems, among the problem listed

the highest score is disorder arrangement of the books with the score of 100,

while 58 is the lowest score generated which is the poor personnel

relationship with students. Disorganized arrangement of books has a great

effect to the students.

Expensive products/books got the score of 99 which is the most problem

encountered by the students of HCDC and poor ventilation got the lowest

score of 58 on the services offered by the bookstore services.

On maintenance services the problem encountered by the students of

HCDC is that lack of proper hygiene in maintaining school equipments with

the score of 87. While the lowest score is unavailability of the personnel’s

which means personnel’s are available and yet they were unable to do

proper hygiene/cleaning of the school equipments.

The generated data gathered shows that both insufficient supply of

medicines and poor personnel with students are among the problems

encountered by the students of HCDC in the clinic service with the score of

71 and the least problem encountered by the student is the poor ventilation

which has the score of 43.

The analysis generated on the data shows among the listed problems

encountered by the students of HCDC on the canteen services, the

expensive foods got the highest score of 112, while nxwaon-nutritious food

got the lowest score of 40.

Based on the results shows on the table, according to the data, the most

problem encountered by the students of HCDC on the internet lab service, is

the deficiency of computer units which has the result of 114, while 57 or

limited laboratory space got the lowest ratings rated by the respondents

based on the survey questionnaires.

Discussions

These observations are relatively true according to Sue

Shellenbarger, “Companies See Worker Attitudes Affect Profits,” (23 July

1998), Because employee productivity depends on the amount of time an

individual is physically present at a job and also the degree to which he or

she is “mentally present” or efficiently functioning while present at a job.

Companies must address both of these issues in order to maintain high

worker productivity, and this may occur through a variety of strategies that

focus on employee satisfaction, health, and morale. According to the

respondents of Holy Cross of Davao College they said that there are still a lot

of problems and lapses that the HCDC school services are encountering.

These problems are pertaining to the limited area of the school, longer length

time on having transactions with customers, defective facilities in school.

These problems are hindrance to the successful relationship between

customers and the firm. This problem affects the schools quality thus these

must have solutions to be done in a matter as this time.

In an interview was conducted to the students of Holy Cross of Davao

College last May 20, 2011 named Anne Margarette Sayon the question

asked by the researcher was." In all services offered by Holy Cross of Davao

College what are the problems that you have encountered?" "Anne

Margarette Sayon answered, “In all the services offered by Holy Cross of

Davao College the problems that I most encountered is the finance services

because it consumes most of the student’s time during payment and so with

it has a limited area resulting such problems."

Benefits gained by students in availing HCDC services

The table 4 shows the benefits gained by students in availing HCDC

services.

Table 4. Benefits gained by students in availing HCDC services.

Indicators Frequency RankA. Finance ServicesAllowing students to have promissory notes 125 First

Easy to inquire about students account 105 SecondProvide discounts for students accordingly 81 ThirdSecured payment vicinity due to the presence of security guards

74 Fourth

Others (please specify)B. Registrar ServicesGiving correct credentials of the students 81 ThirdManages the school credentials 82 SecondOrganize students grades 109 FirstOrganize the school files 81 ThirdOthers (please specify)C .Library ServicesA place where you can enjoy reading 93 SecondA quite area to do homework, projects, etc. 93 SecondProvides facilities information 94 FirstProvides tools for research 69 ThirdOthers (please specify)D. Bookstore ServicesDiscounted price on new and used textbooks 63 FourthProvides a tools use for projects and homework

75 Second

Provide school supplies 98 FirstThey sell books on account basis 72 ThirdOthers (please specify)E .Maintenance ServicesMaintain good facilities of the school 106 SecondMaintain school cleanliness 109 FirstMaintain the quality of school building and facilities

99 Third

Provides general security and safety inside the school

87 Fourth

Others (please specify)F. Clinic ServicesA vesting place for emergency situation 90 SecondEasy to access to track the health condition of the students

87 Third

The students can have rest when they are not felling well

105 First

They provide medical needs to students 87 ThirdOthers (please specify)G. Canteen servicesProvide clean area for the safety of the students

71 Second

The students can assure a nutritious and healthy foods

64 Third

They provide utensils to the students 83 FirstAffordable food price 55 FourthOthers (please specify)H. Internet Lab ServicesCan provide computer basic skills (document processing)

75 Third

It helps the students to research fast and comfortable

87 Second

Supports students when needed 98 FirstWorkability of the computers 78 FourthOthers (please specify)

The table shows the results of benefits gained by students in availing

HCDC services. Allowing the students to have promissory notes has got the

most number of respondents with the score of 125, while secured payment

vicinity due to the presence of security guard got the least score of 74.

In the registrar services, organize students grade reveals the highest

score of 109 while both giving correct credential of the students and

organized school files got the lowest score of 81.

Based on the results provides facilities for information got the highest

score of 94 while provides tools for research got 69 which the respondents

believes that they gained benefits on the services offered by the library.

As the results show on bookstore services the highest score is 98,

provides school supplies while the lowest is the sell books to the students on

account basis.

In maintenance services, maintain school cleanliness has the highest

score which is 109 while the least benefited services offered by the

maintenance e services provides general security and safety inside the

school with the score of 87.

In clinical services the most benefits service availed by the students in

clinic service is the student can have rest when they are not feeling well with

the guarantee score of 105, while 87 is the lowest score which is they

provide medical needs to the students.

They provide utensils to the students is the most benefited service

availed by the student on the canteen service with the score of 83, while the

lowest score is 55 which is the affordable food price.

The most benefits gained by the students offered by the internet lab

services of HCDC is 98 which is supports students when needed, while the

least benefited availed in the internet lab services is workability of computers

with the score of 48.

Discussions

The researchers have gathered the data on the benefits of Holy Cross

of Davao College. An interview was conducted to support the survey. This

result affirmed by a student of Holy Cross of Davao College namely Daryll A.

Buentipo when he was interviewed. The researchers asked this question. “As

a student, would you agree that allowing to have promissory notes is the

most benefit gained by students in Holy Cross of Davao College services?”

Daryll A. Buentipo (May 14, 2011) answered, “yes, for a reason that lot of

students in Holy Cross are not fortunate enough to pay tuition on time hence,

it is a best opportunity given by the administration to the students who are

not capable of paying tuition on time”.

Recommendation to the HCDC management for the enhancement of services

offered

Table 5 shows the recommendation to the HCDC management for the

enhancement of services offered.

Table 5. Recommendation to the HCDC management for the Enhancement of services offered.

Indicators Frequency Rank

A. Finance ServicesLines during payment should be assisted and guarded well

110 First

Presence of the teller in windows is a must to avoid hassle

96 Second

Provide costumers service training 85 ThirdProvide more chairs during paying tuition fee 85 ThirdOthers(please specify)

B. Registrar servicesAuthorization of students whose not present be accepted in transacts.

96 Second

Computer used must be check regularly 101 FirstGood customer services 93 ThirdPresence of assigned staff to avoid hassle 88 fourthOthers(please specify)

C. Library ServicesAlways observe silence and cleanliness 111 FirstAssigned staff must be approachable and nice 103 SecondProper allocation of books 99 ThirdRegular updating books 92 FourthOthers (please specify)

D. Maintenance ServicesAllotting enough personnel to maintain school clean 93 Second

Functionally or usability of the space or facility 101 First

Obvious safety issues including structural or and 93 Second

equipments inside the school Responsible for constructing infrastructure and equipments inside the school

83 Third

Others (please specify)E Bookstore ServicesAssigned staff must be nice in facing the students 96 ThirdPromptly inform well if there is non- available stock of books.

99 First

Regular updates of books, schools supplies. 97 SecondSpace/area should be wide 88 FourthOthers( please specify)F. Clinical ServicesAssigned staff who are nice and approachable 102 FirstCleanliness of equipment is a must 97 ThirdPrompt medical consultation for students 101 SecondRegular updating of equipments/medicines is needed 88 FourthOthers (please specify)

G. Canteen ServicesAssigned staff who are nice and prompt in facing the buyers/students

92 Third

Provide wider space/area 101 Second

The place should observe cleanliness all the time 104 FirstUtensils should available at all times 90 Fourth

Others (please specify)H. Internet Lab ServicesAssigned staff must be nice and avoid basis 103 Second

Computers must be updated and check up regularly 120 First

In need task of students must occupy first 89 Fourth

Providing the students with enough privacy 95 ThirdStudents who will do research should be first to served 81 FifthOthers (please specify)

The table shows the recommendation to the HCDC management for the

enhancement of services offered to the students. Analysis generated in the

finance services shows that lines during payment should be assisted and

guarded well reveals the highest score of 110 while provides customers

training and chairs during paying tuition fee got the lowest score of 85 both.

In registrar services, computer used must be checked regularly got the

highest score of 101 while presence of assigned staff is a must to avoid

hassle got 88 which is the lowest score.

Library services reveals that assigned staff must be approachable and

nice got the highest result of 103 score while regular updating of books has

the lowest score of 92.

In maintenance services, respondents choose functionally or usability

of the space facilities more of the score of 101 the highest and the lowest is

responsible for constructing infrastructure and equipments in the result of 83.

In the score of 99, promptly inform well there is none available stock of

books etc. got the highest space/area should be wide got the lowest score of

88.

In the result of clinical services, the highest score of 102 got the

assigned staff that is nice and approachable while regular updating of

equipments/medicines needed got the lowest score of 88.

Based on the result of the survey the canteen services, place should

observe cleanliness all the time got the highest score of 104 while utensils

should be available all the times got the lowest score of 90.

In the internet lab services shows that computers must be updated

and check up regularly has the highest respondent score of 120 while

students who will do research should be the first to be served got the lowest

respondent score of 81.

Discussions

According to Morrill, W.A. (1992), multiple service systems, however,

will not be effective, if they are not coordinated and individualized to address

the needs of each student. Without the careful coordination of services,

there will be gaps, duplications, and other inefficiencies that inflate human

and monetary costs. Through combining and coordinating the efforts of

services and professionals, collaborative initiatives have significantly

improved the quality of services that student and school administrations

receive, as well as the outcomes of those services.

In an interview conducted with the student of Holy Cross of Davao

College last May 20, 2011 named Chanessa Tagala the researchers asked

this question. "Which of the services of Holy Cross of Davao College should

be given priority for enhancement?" Chanessa Tagala answered "The

services that needs enhancement; I strongly recommend, it would be the

canteen services such as keeping the cleanliness at all time and keeping the

utensils all the time for it is more important in a eatery services”.

CHAPTER 3

Conclusions and Recommendation

This chapter deals with the summary, conclusions and recommendations

based on the results of the study.

The result show under the services availed by students at Holy Cross of

Davao College reveals that most of the respondents have availed finance

services it is because that most of the time during enrollment and upon enrolled

students are required to pay their accounts for it is the confirmation that students

are payed for their said accounts.

Under the students’ level of customer satisfaction on the services offered

by Holy Cross of Davao College, data reveals that the overall satisfaction rate of

customer on the services offered by Holy Cross of Davao College is satisfactory

which means customer is accepting the services they rendered.

The researchers gathered the data of problems encountered by students

on the services offered by Holy Cross of Davao College shows the results that

there are some respondents are not happy on the services offered by the school

that needs improvement.

Data shows that students have availed the services offered by Holy Cross

of Davao College have gained benefits as show on the data given.

Conclusions

Services Availed by Students at Holy Cross of Davao College

According to the data gathered, it is been said that finance services got

the points of service availed by students of Holy Cross of Davao College this is

due to the fact that one of the major roles of the finance department is to identify

appropriate financial information prior to communicating this information to

managers and decision-makers, in order that they may make informed judgments

and decisions. And it is always the finance service has the final say if the student

has paid its account before anything else.

Students level of customer satisfaction on the services offered by Holy

Cross of Davao College.

As per surveys result, Registrar services, Maintenance services and

Clinical services are the services that has been selected by the respondents in

which they feel they are very confident with the services they render, it is

because that these are the areas students commonly visits to help them of what

they need. Finance services, Library services, Bookstore services, Canteen

services and Internet lab services are the services where students’ oftenly visits.


It is most often that students encounters problem in their school in the

Finance services, Registrar services, Library services, Bookstore services,

Maintenance services, Clinical services, Canteen services and Internet lab

services due to reasons that these services needs ample time to deal with, needs

more patients needs understanding. It may be due to lack of personnel,

expensive products, in-availability of products, small area.


Study shows that students who have availed the services of Holy Cross of

Davao College reveals that allowing students to have promissory notes in finance

services, organize students grades in registrar services, provides facilities

information in library services, provide school supplies in bookstore services,

maintain school cleanliness in maintenance services, the students can have rest

when they are not felling well in clinical services, they provide utensils to the

students, supports students when needed in Internet Lab Services are the

common benefits they have gained.

Recommendation to the HCDC management for the enhancement of

services offered.

Through combining and coordinating the efforts of services and

professionals, collaborative initiatives have significantly improved the quality of

services that student and school administrations receive, as well as the

outcomes of those services. Therefore, parting many programs in the services

offered by Holy Cross of Davao College may improve their services offered.

Recommendations

Services Availed by Students at Holy Cross of Davao College.

Focus on institutional improvement is an important element that

characterizes institutions that excel in customers satisfaction. Student needs are

identified through the matriculation process that includes admission, registration,

assessment, orientation, counseling sessions, follow-ups and other applications

and information-collecting processes.

Students level of customer satisfaction on the services offered by Holy

Cross of Davao College.

Research has found that quality can be measured in a variety of different

ways. Quality as exceptional, describes quality as exceeding high expectations.

Quality measured in a manufacturing setting would often be described as, quality

as perfection or consistency, since these organizations place a high value on

eliminating the number of defects in its operations. Quality that meets customer

requirements would be described as, quality as fitness for purpose. Quality that is

related to costs is quality as value for money. Finally, quality as transformation,

describes, processes that bring about a qualitative change which in a college

setting might be skill or knowledge enhancement or increased confidence for

students.


Management need to ensure that enough funding is available at the right

time to meet the needs of the business. In the short term, funding may be

needed to invest in equipment and stocks, pay employees and fund sales made

on credit. In the medium and long term, funding may be required for significant

additions to the productive capacity of the business.


A full-service school integrates education, medical, social and/or human

services that are beneficial to meeting the needs of students, faculty and staff on

school grounds or in locations which are easily accessible. A full-service school

provides the types of prevention, treatment, and support services students,

faculty and staff need to succeed. Services that are high quality and

comprehensive and are built on interagency partnerships which have evolved

from cooperative ventures to intensive collaborative arrangements among public

and private entities.

Recommendation to the HCDC management for the enhancement of

services offered.

It is recommended to have plans and ways on how to improve services

that are offered by holy Cross of Davao College to alleviate the customers

satisfaction on the services that are considered to be low and needs

improvement.

References

Katherine J. Sweetman, “Employee Loyalty Around the Globe,” Sloan Management Review (January 2001). (Obtained through Factiva).

Randy Brooks, “Why Loyal Employees and Customers Improve the Bottom Line,” Journal for Quality & Participation (March 2000). (Obtained through Factiva).

Author Unknown, “An Effective Service Environment,” Managers Handbook (May 1997).(Obtained through Factiva).

Daniel J. Koys, “The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study,” Personnel Psychology (April 2001). (Obtained through Factiva).

Corporate Leadership Council, Utilizing Employee Opinion Surveys to Improve Business Performance, Washington: Corporate Executive Board (March 1998).

Author Unknown, “Creating A Highly Engaged and Productive Workplace Culture,” The Gallup Organization. (Available through www.gallup.com) [Accessed 11 September 2002].

Author Unknown, “Human Capital Index: Human Capital As a Lead Indicator of Shareholder Value,” Daniel J. Koys, “The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study.”

Author Unknown, “Business Must Adopt Family-Friendly Ethos,” Irish Times (2 March 2001). (Obtained through Factiva).

Dan Lockhard and Jeff Ellis, “Happy Workers, High Returns? It’s More Complex,” Marketing News (May 1998). (Obtained through Factiva). Katherine J. Sweetman, “Employee Loyalty Around the Globe.”Sue Hayday, "Staff Commitment is the Key to an Improved Performance," Personnel Today (10 June 2003).(Obtained through Factiva).

Stefan Stern, "Is Job Satisfaction a Good Measure of Staff Effectiveness?" Human Resources (19 June 2003). (Obtained through Factiva).

Daniel J. Koys, “The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study.”

Corporate Leadership Council, Utilizing Employee Opinion Surveys to Improve Business Performance. Anthony Rucci, Steven P. Kirn, and Richard T. Quinn, “The Employee-Customer-Profit Chain at Sears,” Harvard Business Review (January-February 1998). (Obtained through Lexis-Nexis).

Jonathan Low and Pam Cohen Kalafut, “Managing Intangibles,” Executive Excellence (August 2002).(Obtained through Factiva).

Randy Brooks, “Why Loyal Employees and Customers Improve the Bottom Line.”

Author Unknown, “Happy Employees Key to Success: Evidence Linking Customer Satisfaction with Employee Satisfaction Has Been Provided by PNC Bank’s Exec VP Susan B. Bohn,” Bank Advertising News (April 1996). (Obtained through Factiva).

APPENDIX A – SAMPLE QUESTIONAIRE

SURVEY QUESTIONNAIREHoly Cross of Davao CollegeSta. Ana Avenue, Davao City

S.Y. 2010 – 2011Summer

Name: ___________________ Course and year:___________Age: _______ Gender: ______ Date:____________________

We the student of research (MM3) would like to conduct survey among the marketing students of Holy Cross of Davao College. There is no right or wrong answer to this questionnaire. Rest assured that your answer will be treated in strictest confidentiality and will be used only for this study.

Part 1. College services availed by HCDC students

General Instruction:Please put a check mark () on the space before each item which that corresponds to what you are doing and feeling regarding the statement.

____ Finance Services____ Registrar Services____ Library Services____ Maintenance Services____ Bookstore Services____ Clinic Services____ Canteen Services____ Internet Lab Services Others (please specify)

Part 2. Students level of customer’s satisfaction on the services offered by HCDC.Please encircle the number that corresponds to your choice.Satisfaction scale

Rated Scale Described Rating Interpretation5 Very much satisfied The situation is very well accepted4 Very satisfied The situation is well accepted3 Satisfied The situation is occupied accepted2 Fairly satisfied The situation is moderately accepted1 Not satisfied The situation is not accepted

A. Finance ServicesA.1 Provides organize services 5 4 3 2 1A.2 Prompt attention to students 5 4 3 2 1A.3 Work attitude of the finance personnel 5 4 3 2 1A.4 Lack of initiative 5 4 3 2 1A.5 Other’s (please specify) _________ 5 4 3 2 1

B. Registrar ServicesB.1 Clear admission/enrolment procedure 5 4 3 2 1B.2 Safety of the students records 5 4 3 2 1B.3 Work attitude of personnel 5 4 3 2 1B.4 Provides systematic services 5 4 3 2 1B.5 Other’s (please specify) _________ 5 4 3 2 1

C. Library ServicesC.1 Shows willingness to help students 5 4 3 2 1C.2 Availability of the books 5 4 3 2 1C.3 Prompt attention to students 5 4 3 2 1C.4 Work attitude of personnel 5 4 3 2 1C.5 Other’s (please specify) _________ 5 4 3 2 1

D. Bookstore ServicesD.1 Prompt attention to students 5 4 3 2 1D.2 Provides systematic services 5 4 3 2 1D.3 Availability of the books 5 4 3 2 1D.4 Work attitude of the personnel 5 4 3 2 1D.5 Other’s (please specify) _________ 5 4 3 2 1

E. Maintenance ServicesE.1 Cleanliness of the school premises 5 4 3 2 1E.2 Availability of the personnel 5 4 3 2 1E.3 Safety of the school premises 5 4 3 2 1E.4 Work attitude of the personnel 5 4 3 2 1E.5 Other’s (please specify) _________ 5 4 3 2 1

F. Clinical ServicesF.1 Availability of the doctor for medical consultation5 4 3 2 1F.2 Comfortable place to rest 5 4 3 2 1F.3 Work attitude of the health staff 5 4 3 2 1F.4 Cleanliness of the environment 5 4 3 2 1

F.5 Other’s (please specify) _________ 5 4 3 2 1

G. Canteen ServicesG.1 Variety of the food served 5 4 3 2 1G.2 Prompt attention for students 5 4 3 2 1G.3 Cleanliness of the environment 5 4 3 2 1G.4 Availability of the personnel 5 4 3 2 1G.5 Other’s (please specify) _________ 5 4 3 2 1

H. Internet Lab ServicesH.1 Provide systematic services 5 4 3 2 1H.2 Prompt attention for students 5 4 3 2 1H.3 Internet Connectivity 5 4 3 2 1H.4 Workability of the units 5 4 3 2 1H.5 Other’s (please specify) _________ 5 4 3 2 1

Part 3. Problems encountered by students on the services offered by HCDC.

Please put a check mark () if you have encountered this kind of problem.

A. Finance Services____ limited area for financial transaction____ Longer payment lend time____ Poor personnel relationship with students____ Unavailability of personnel during the duration of collection hours Others (please specify) _________

B. Registrar Services____ Inaccuracy absence of the records____ Longer lend time in document processing____ Poor personnel relationship with students____ Requirements assessment to students Others (please specify) _________

C. Library Services____ Disorder arrangement of the books____ Incomplete book pages____ Poor personnel relationship with students____ Poor ventilation Others (please specify) _________

D. Bookstore Services____ Deficiency of products and books____ Expensive products/books____ Poor personnel relationship with the students____ Poor ventilation Others (please specify) _________

E. Maintenance Services____ Lack of proper hygiene in maintaining school equipments____ Lack of proper hygiene in maintaining school facilities

____ Poor personnel relationship with students____ Unavailability of personnel Others (please specify) _________

F. Clinical Services____ Insufficient supply of medicines____ Lack of medical assistance____ Poor personnel relationship with students____ Poor ventilation Others (please specify) _________

G. Canteen Services____ Insufficient personnel____ Deficiency of utensils____ Expensive foods____ Non nutritious foods

Others (please specify) _________

H. Internet Lab Services____ Deficiency of computer units____ Insufficient personnel____ Internet connection is slow____ Limited laboratory space Others (please specify) _________

Part 4. Benefits gained by students in availing HCDC services.

Please put a check mark () if you have encountered this kind of problem.

A. Finance Services____ Allowing students to have promissory notes____ Easy to inquire about the students account____ Provide discounts for students accordingly____ Secured payment vicinity due to the presence of security guards Others (please specify) _________

B. Registrar Services____ Giving correct credentials of the students____ Manages the school credentials____ Organize students grades____ Organizes the school files Others (please specify) _________

C. Library Services____ A place where you can enjoy reading____ A quite area to do homework, projects and etc.____ Provides facilities for information____ Provides tools for research Others (please specify) _________

D. Bookstore Services

____ Discounted price on new and used textbooks____ Provide a tools use for projects and homework____ Provide school supplies____ They sell books to students on account basis Others (please specify) _________

E. Maintenance Services____ Maintain good facilities of the school____ Maintain school cleanliness____ Maintain the quality of school building and facilities____ Provides general security and safety inside the school Others (please specify) _________

F. Clinic Services____ A vesting place for emergency situations____ Easy access to track the health condition of the students____ The students can have rest when they are not feeling well____ They provide medical needs to students Others (please specify) _________

G. Canteen Services____ Provide clean area for the safety of students____ The students can assure a nutritious and healthy foods____ They provide utensils to students____ Affordable food price Others (please specify) _________

H. Internet Lab Services____ Can practice computer basic skills (document processing)____ It helps the students to research fast and comfortable____ Supports students when needed____ Workability of computers Others (please specify) _________

Part 5 Recommendation to the HCDC Management for the enhancement of services offered to the students.

A. Finance Services____ Lines during payment should be assisted and guarded well ____ Presence of the teller in the windows is a must to avoid hassle____ Provide customer service training____ Provide more chairs during paying tuition fee Others (please specify) _________

B. Registrar Services____ Authorization of students who’s not present should be accepted in transacts.____ Computer used must be checked regularly____ Good customer services____ Presence of assigned staff is a must to avoid hassle Others (please specify) _________

C. Library Services____ Always observe silence and cleanliness____ Assigned staff must be approachable and nice____ Proper allocation of books____ Regular updating of books Others (please specify) _________

D. Maintenance Services____ Allotting enough personnel to maintain school clean____ Functionally or usability of the space or facility____ Obvious safety issues including structural or fire hazards____ Responsible for constructing out infrastructure related to air conditioning and water treatment equipmentOthers (please specify) _________

E. Bookstore Services____ Assigned staff must be nice in facing the students____ Promptly inform well if there is non-available stock of books, etc.____ Regular updates of books, school supplies, etc.____ Space/Area should be wide Others (please specify) _________

F. Clinical Services____ Assigned staff who are nice and approachable____ Cleanliness of equipment is a must____ Prompt medical consultation for students____ Regular updating of equipments/medicines is needed Others (please specify) _________

G. Canteen Services____ Assigned staff who are nice and prompt in facing the buyer/students____ Provide wider space/area____ The place should observe cleanliness all the time____ Utensils should be available at all times Others (please specify) _________

H. Internet Lab Services____ Assign staff must be nice and avoid basis____ Computers must be updated and check up regularly____ In need task of students must occupy first____Providing the students with enough privacy____Students who will do research should be the first to be served Others (please specify) ___

Very Much Final Edited

Documents

Transcript of Very Much Final Edited