Student Satisfaction in Student Affairs and Services: Ordinary Least Squares Model Insights
Melanie R. Albarracin | Rhea Jane L. Caynila | Glazalle Marie Manzanades | Christel Kate Segovia
Discipline: social sciences (non-specific)
Abstract:
ABSTRACT
Assessing student satisfaction is essential for boosting institutional efficacy and service quality. This research examines the factors influencing student satisfaction with the services offered by the Office of Student Af-fairs and Services (OSAS) at Cebu Technological University - Argao Cam-pus. The study gathered data from 242 students using a survey question-naire and used Ordinary Least Squares (OLS) model analysis to measure the impact of personnel competency and professionalism, service experience and interaction, and service commitment and environmental factors on overall satisfaction. The findings emphasize the significance of having knowledgeable, competent, and compassionate staff, as they suggest that personnel competency and professionalism greatly influence student satisfaction. The result also stresses the importance of service experience and interaction, indicating that higher education institutions should prioritize being responsive to student inquiries, providing a safe campus environment, and promoting open communication with students. Addition-ally, the study highlights the importance of environmental factors and service commitment, arguing that improving student satisfaction re-quires operational enhancements such as quicker service, easy navigation, and facility maintenance. Addressing these issues could lead to higher satisfaction levels, aligning with the university's goal of creating a welcoming and engaging learning environment.
References:
- Amoako, I., & Asamoah-Gyimah, K. (2020). Indicators of students' satisfaction of quality education services in some selected universities in Ghana. South African Journal of Higher Education, 34(5), 61–72.
- Aristovnik, A., Keržič, D., Ravšelj, D., Tomaževič, N., & Umek, L. (2020). Impacts of the COVID-19 pandemic on life of higher education students: A global perspective. Sustainability, 12(20), 8438. https://doi.org/10.3390/su12208438
- Ciobanu, A. (2013). The role of student services in improving the student experience in higher education. Procedia - Social and Behavioral Sciences, 92, 169–173.
- Fletcher, M., & Sriram, R. (2024). The overlooked influence of advising and supporting upon leadership in student affairs. Journal of Student Affairs Research and Practice, 1–19.
- Fox, J. (2015). Applied regression analysis and generalized linear models (3rd ed.). Sage Publications.
- Gervacio, M. O., & Pascual, J. M. (2019). Students’ awareness and satisfaction on student affairs and services. QSU Research Journal, 8(1).
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis. Hampshire, United Kingdom: Cengage Learning.
- Ludeman, R. B. (2021). Student affairs and services in higher education: Emerging from the 19th and 20th centuries to the present. Journal of Higher Education Policy and Leadership Studies, 2(4), 175–178. https://doi.org/10.52547/johepal.2.4.175
- Micabalo, K. G., Cano, J. B., & Montilla, R. D. (2020). University performance satisfaction: A student experience in the Philippines. Asian Journal of Engineering and Applied Technology, 9(2), 29–35.
- Pratiwi, C., Noor, I., & Rozikin, M. (2024). The influence of education personnel competence on student satisfaction in educational services in higher education. Indonesian Journal of Educational Research and Review, 7(2).
- Salandanan, F. H., Buenvinida, L. P., & Bandoy, M. M. (2021). Predictors of the effectiveness and efficiency of student affairs and services (SAS) among higher education institutions (HEIs). International Journal of Management, Entrepreneurship, Social Science and Humanities, 4(2), 99–117.
- Trowler, V., & Trowler, P. (2010). Student engagement evidence summary. The Higher Education Academy, 11(1), 1–15.
- Wooldridge, J. M. (2013). Introductory econometrics: A modern approach (5th ed.). South-Western Cengage Learning.
- Yanova, N. (2015). Assessment of satisfaction with the quality of education: Customer satisfaction index. Procedia-Social and Behavioral Sciences, 182, 566–573.
- Yap, J. B. H., Hew, Q. L. T., & Skitmore, M. (2022). Student learning experiences in higher education: Investigating a quantity surveying programme in Malaysia. Construction Economics and Building, 22(1), 1–20. https://doi.org/10.5130/AJCEB.v22i1.7835
Philippine E-Journals
