HomeThe Trinitian Researchervol. 2 no. 1 (2009)

A Survey on Trinity University of Asia Service Units: Implications to Stakeholder Satisfaction

Cesar D. Orsal | Wilhelmina Q. Tomas | Jose Lino L. Sarmiento | Angelita P. Bugnalen

Discipline: Education



This study evaluated 21 service units/personnel of Trinity University of Asia in its effort to deliver quality instruction as well as determine the University’s conformance to all regulatory and statutory requirements in order to produce quality graduates. Six categories of stakeholders were taken as respondents: students, staff, faculty, administrators, alumni, and the students’ parents with a total number of 1,342. Specifically, 50 percent of the total population of the third and fourth year students was taken as respondents. The same percentage was taken for the staff, faculty and administrators.

The descriptive method was used which employed the quantitative approach. A researcher-designed and validated survey instrument was used to gather the respondents’ responses. The responses were tallied, classified and tabulated for easy analysis.


The service units/personnel were divided into Cluster A and Cluster B to delineate the manner by which the respondents were selected. The respondents for Cluster A were selected through simple random sampling while those in cluster B were chosen through purposive sampling. Most, if not all service units/personnel in cluster A directly serve the students. This the reason why they had the students as the biggest number of respondents. Those in Cluster B indirectly serve the students through their designated functions so the students were not included as respondents.


The overall rating of the performance of service units/personnel in cluster A is ‘satisfactory’ with the office secretaries/staff registering the highest mean score, 3.73, followed by the Library and Chaplain’s Office with mean scores of 3.72 and 3.59 respectively. The Medical/Dental Clinic and the Foodcourt/Canteen were the least rated.


On the part of Cluster B, the overall mean score is 3.90 which is verbally interpreted as ‘very satisfactory’. The University Research and Development Center leads the cluster followed by the Alumni Affairs Office.


The findings reveal that there is still much to be done by Trinity University of Asia in continually improving the performance of its service units/personnel to effect quality educational services with the end in view of producing successful graduates.