Satisfaction to the Front Liner Student Services: A Basis for the Service Improvement of Student Affairs and Services

 

Lou S. Hualda1* Ronald Q. Quinto2

1,2Bataan Peninsula State University, Balanga Campus, College of Arts and Sciences,

Philippines rqquinto@bpsu.edu.ph

 

Abstract

Student affairs and services play an essential role in the holistic development of students within an academic institution. The overall educational experience and well- being of each student are influenced by the quality of services offered by the various units operating under the Office of Student Affairs and Services (OSAS). Thus, this study aimed to assess the satisfaction levels of Bataan Peninsula State University students regarding the services provided by the frontline offices supervised by the OSAS. To evaluate the performance of each office, the study employed a descriptive research design utilizing survey questionnaires. The findings revealed that the majority of services provided by the frontline offices were satisfactorily implemented, particularly those offered by the Scholarship office. However, certain aspects contributed to students' dissatisfaction, including the inefficiency and lack of organization in enrolment procedures, insufficient ventilation, chairs, and tables in the canteen, and the absence of a drinking fountain and dressing room within the campus. Furthermore, despite the university's regular evaluation of various units, it is imperative to consider but disseminate the results to the respective units to ensures that they are informed about their performance and encourages them to develop improvement plans in response to identified areas of concern.

 

Keywords: students affairs, frontline services, student satisfaction


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