Correlation Between Institutional Service Quality and Student Satisfaction in Private Higher Education
DOI:
https://doi.org/10.5281/zenodo.20456387Keywords:
Service Quality,Sstudent Satisfaction, Institutional Services, Higher EducationAbstract
The study seeks to determine the correlation between service quality and student satisfaction of the select institution. It employed a descriptive-correlation research design to determine the relationship between the two variables, utilizing a SERVQUAL instrument assessing the five service quality dimensions of reliability, empathy, assurance, tangibility, and responsiveness, and the institution-owned Satisfaction Assessment Survey (SAS) to measure satisfaction in terms of people, process, and practice, further grounded by its rooting to Expectation Disconfirmation Theory (EDT). Data were gathered from second to fourth year students across all programs of the institution’s college department during the first semester of the academic year 2025-2026. Weighted mean was utilized to determine the perceived service quality and student satisfaction of the students, while Pearson-r was used to determine the significance of the relationship between the two variables. Results revealed a statistically significant correlation between service quality and satisfaction, as most departments of the institution achieved “Excellent” service quality and “Very Satisfied” satisfaction levels with the exception of departments such as the Clinic, Discipline Office, and Library, indicating potential areas of improvement. Overall, this study concludes that when an institutional office maintains high levels of service quality, student satisfaction greatly increases. To sustain institutional credibility, offices can implement continuous staff competency, streamlined service pathways, personalized student care and improved feedback mechanisms through the established Modular Intervention Toolkit.
Downloads
References
Agreda, A. P., Zamora, Z. A. G., & Soberano, K. T. (2025). Evaluating the quality and accessibility of school clinic services: A basis for developing an online access system. GAS Journal of Engineering and Technology (GASJET), 2(2). https://gaspublishers.com/gasjet-home
Albarracin, M. R., Caynila, R. J. L., Manzanades, G. M., & Segovia, C. K. (2024). Student satisfaction in Student Affairs and Services: Ordinary least squares model insights. International Journal of Multidisciplinary: Applied Business and Education Research, 5(12), 5328–5336. https://doi.org/10.11594/ijmaber.05.12.28
Arangote, E. M. (2018). Assessment of student services in a state university for policy recommendations. The Normal Lights, 12(2). https://doi.org/10.56278/tnl.v12i2.1005
Bucadon, R. B., Ignacio, N. G. M., & Mendez, M. L. S. P. (2025). Higher education support services in the lens of Expectancy-Disconfirmation Theory. Asian Journal of Education and Social Studies, 51(8), 1201–1213. https://doi.org/10.9734/ajess/2025/v51i82313
Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131.
Commission on Higher Education. (2018). Distribution of higher education institutions by institution type: AY 2017-18. CHED. https://ched.gov.ph/statistics/
Dajac, C. P. (2025). A descriptive evaluative study on the quality and utilization of school health services of selected community colleges in the province of Albay, Philippines. Journal of Interdisciplinary Perspectives, 3(7), 18–32. https://doi.org/10.69569/jip.2025.218
Dela Cruz, R. A. (2024). Assessment of the school nurses healthcare delivery services in selected private institutions: Basis for health services enrichment program. International Multidisciplinary Journal of Research for Innovation, Sustainability, and Excellence (IMJRISE), 1(11), 111–125. https://doi.org/10.5281/zenodo.14033393
Dela Cruz, R., Dugang, T., Hernandez, J., Cariaso, A., Delagado, I., Dimatera, L., & Esquibel, D. (2024). The impact of motivational factors on the work performance of staff nurses: Basis for staff development program. Psychology and Education: A Multidisciplinary Journal, 17(10), 1024–1033. https://doi.org/10.5281/zenodo.10825401
Dugenio-Nadela, C., Cañeda, D., Tirol, S., Samillano, J., Pantuan, D., Piañar, J., Tinapay, A., Casas, H., Cometa, R., Conson, S., Urot, M., Ancot, J., Nadela, R., Dugenio-Terol, I., Baluyot, A., Pevida, K., Olivar, J., & Decena, E. (2023). Service quality and student’s satisfaction in higher education institution. Journal of Human Resource and Sustainability Studies, 11, 858–870. https://doi.org/10.4236/jhrss.2023.114049
Friales, W. C., Nana, E., Alo, L., Tajo, W., & Pescuela, J. (2023). School Discipline: Its impact as perceived by the basic education learners. Psychology and Education: A Multidisciplinary Journal, 15(3), 260–267. https://doi.org/10.5281/zenodo.10199024
Isaac, H. M. A., & Gonzales, A. P. (2024). Assuring service quality through SERVQUAL at the Land Bank of the Philippines North NCR Branches. Business Fora: Business and Allied Industries International Journal, 2(1), 67–78. https://doi.org/10.62718/vmca.bf-baiij.2.1.SC-0824-01
Kanwar, A., & Sanjeeva, M. (2022). Student satisfaction survey: A key for quality improvement in the higher education institution. Journal of Innovation and Entrepreneurship, 11, Article 27. https://doi.org/10.1166/jie.2022.11.27
Mabini, J. R., Dela Cruz, M. A., & Santos, P. L. (2024). Service quality, patient satisfaction, and improvement indicators. Philippine E-Journals. https://ejournals.ph
Micabalo, J. R., Alvarado, M. C., & Tampus, K. L. (2020). Program-specific expectations and satisfaction among Hospitality Management students in Cebu and Bohol. Visayas Journal of Higher Education Research, 8(1), 56–70.
Pan, M. E. (2025). Online service quality assessment in higher education: Development, validation, and implementation of an e-tool. South Asian Journal of Social Studies and Economics, 22(1), 38–52. https://doi.org/10.9734/sajsse/2025/v22i1943
Pizarro, J. (2019). Sustaining clients’ index of satisfaction at the graduate school level in a Catholic university in northern Philippines. American Journal of Educational Research, 7(4), 338–342. https://doi.org/10.12691/education-7-4-7
Ragma, F. (2018). School clinic services in Candon National High School [Research paper]. ResearchGate. https://www.researchgate.net/publication/324137006_School_Clinic_Services_in_Candon_National_High_School
Salandanan, F. H., Buenvinida, L. P., & Bandoy, M. M. (2021). Predictors of the effectiveness and efficiency of student affairs and services among higher education institutions. Journal of Student Affairs, 10(1), 45–58.
Saro, J. M., Apat, J. Q., & Pareja, M. (2023). A descriptive-correlational study of the teachers' motivation, competences, and perceptions in writing action research. Journal of Advances in Education and Philosophy, 7(1), 14–24. https://doi.org/10.36348/jaep.2023.v07i01.003
Twum, F. O., & Peprah, W. K. (2020). The impact of service quality on students’ satisfaction. International Journal of Academic Research in Business and Social Sciences, 10(10), 169–181. https://doi.org/10.6007/IJARBSS/v10-i10/7923
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
