Service Quality And Student Satisfaction.docx

Service Quality and Student Satisfaction in the College of Hospitality and Tourism Management

A Thesis Presented to the Faculty of a Graduate School Filamer Christian University Roxas City

In Partial Fulfillment of the Requirements for the Degree of Bachelor of Science in Tourism Management

By: Ma. Angelynne S. Gayamat

March 2019

Abstract

The aimed to determined the level of students’ satisfaction towards the service quality of Filamer Christian University (FCU) in terms of tangibility, assurance, reliability, responsiveness and empathy. The study also wanted to determine which among these service quality dimensions students are most satisfied with. The researcher used a modified questionnaire from study of Azleen Ilias, et. al (2008). It was established that the students of FCU were moderately satisfied with the service quality of the university in terms of the five dimensions mentioned, and that dimension assurance was the dimension in which students are most satisfied with as compared to the other service quality dimensions. It is therefore recommended that the university should improve the service quality delivered to the students in order to improve its attraction of future students and retention of already existing students.

References

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APPENDIX

February 14, 2019 DR. MARIA ANNA LISSA A. RUBA Dean College of Hospitality and Tourism Management

Dear DR. RUBA,

We, Tourism Management students presently conducting a study “Service Quality and Student Satisfaction in the College of Hospitality and Tourism Management in Filamer Christian University”. In this regard, we would like to ask permission from your good office to allow us to conduct our survey among Tourism Management students. Attached herewith is the survey questionnaire.

Your approval to conduct this study will be greatly appreciated. Thank you in advance for your interest and assistance with this research.

Respectfully yours,

(SGD) MA. ANGELYNNE S. GAYAMAT

Noted:

(SGD) MR. LORENZO G. ROJO Researcher Advisor

Validated:

DR. FELIMON A. PIMENTEL, JR. Dean, Graduate School

Dr. FELIMON PIMENTEL, JR. Dean, Graduate School

Dear Dr. Pimentel, Jr.,

We are the Fourth Year student of Bachelor of Science in Tourism Management. We sincerely ask for your assistance for validation of questionnaire in our thesis entitled “Service Quality and Student Satisfaction in the College of Hospitality and Tourism Management in Filamer Christian University”. In disregard, may we request for your professional expertise in validating our research instrument. Tour generosity is vital to the success of this research.

Thank you for your kind consideration.

Respectfully yours,

(SGD) MA. ANGELYNNE S. GAYAMAT

Noted:

(SGD) MR. LORENZO G. ROJO Researcher Advisor

Validated:

DR. FELIMON A. PIMENTEL, JR. Dean, Graduate School

Dear Respondents,

We, Tourism Management students are conducting a survey about “Service Quality and Student Satisfaction in the College of Hospitality and Tourism Management in Filamer Christian University”, in partial fulfillment of the requirements for the degree, Bachelor of Science in Tourism Management. We are requesting you to kindly fill up the questionnaire below. We will assure you that the data gathered shall be kept confidential.

Thank you and God bless!

(SGD) MA. ANGELYNNE S. GAYAMAT Head Researcher

APPENDIX B DATA GATHERING INSTRUMENTS

Service Quality and Student Satisfaction in the College of Hospitality and Tourism Management in Filamer Christian University

Demographic Questions The following questions concern personal information. Completion of this information is voluntary and its confidentiality is assured. Please check the box that corresponds to your answer. No individual data will be reported. THANK YOU! 1 Gender Male Female 2. Civil Status Single

Married

Divorced

Widowed

3. Age Group 15 to 19

30 to 34

20 to 24

35 to 39

25 to 29

40 or older

Measurement of Service Quality Questionnaire Please answer items cited below by checking the response that best reflects your perception on the quality of service of Filamer Christian University. If you are unsure or do not know the answer, leave the answer blank. Whatever information you give me is strictly confidential and would be used for academic purpose only. I would like to thank you in advance for your indispensable cooperation. 1- Disagree 4- Agree

2- Strongly Disagree 5- Strongly Agree

Items

3- Neutral Rating Scale

5 Strongly Agree Service Quality: Tangibility Lecturers always come with smart dress. Arrangements in the classrooms are always good. Lighting arrangements are enough. I like the building structure & set ups. Classroom / surroundings are clean always. Classroom / surroundings are comfortable / conducive. Internal / External environment are very

4

3

2

1

Agree

Neutral

Strongly Disagree

Disagree

suitable for studying. The officials are always helpful. Parking facilities adequate. The curriculum is upto-date. There are number of courses available. Computer lab is available with adequate machines / facilities. Computers are ‘up-todate’ always. Organization culture, value & belief of this institution are appreciable Service Quality: Assurance Staff are friendly & courteous. Lecturers are friendly & courteous. Research efficiency / productivity of the lecturers are good. Academic credentials of the lecturers are good. Lecturers are innovative & agents of change. The University is involved with society. Staff are aware of rules & regulations. Security system is satisfactory. Communication skills: Courses are well taught in this institution. Service Quality: Reliability

Registration is done on time & error – free. Institution keeps its records accurately. Lecturers are generally reliable: Keep time / don’t cancel classes. Staff shows sincere involvement in solving student problems. This institution meets its promises in service providing. Dependable teaching capability / proficiency of lecturers. Lecturers show their concern in solving student problems. Service Quality: Responsiveness Staff are available when you need helps, if any. Lecturers are available to clear your doubts. Lecturers are knowledgeable in solving student problems. Staff show interest to solve student problems. Students can raise their problems at anytime. Queries are deals efficiently & promptly. Service Quality: Empathy Administration has students’ best interest as priority.

Access to computer facilities is accommodated with students’ convenience. Access to study rooms is accommodated with students’ convenience Staff are willing to give students’ individual attention. Opening hours of computer rooms is convenient to the students Institute is fair and unbiased in the treatment of individual student. Lecturers are sympathetic & supportive to the needs of students. What is your satisfaction on the Service Quality of Filamer Christian University in terms of: D- Dis-satisfactory S- Satisfactory

LS- Less-satisfactory N- Neutral HS- Highly Satisfactory

Student Satisfaction HS Tangibility Assurance Reliability Responsiveness Empathy

S

N

LS

D

APPENDIX C STATISTICAL ANALYSIS

Table 1 Demographic Profile of the Respondents

Profile

f

%

Male

22

44.0

Female

28

56.0

50

100.0

15-19 yrs old

21

42.0

20-24 yrs old

28

56.0

25-29 yrs old

1

2.0

Total

50

100.0

Sex

Civil Status Single Age Group

Table 2 Mean and Standard Deviation of Service Quality

Variable

Mean

Description

SD

Overall Service Quality

3.76

high

0.18

Tangibility

3.87

high

0.54

Assurance

4.00

high

0.46

Reliability

3.61

high

0.19

Responsiveness

3.88

high

0.15

Empathy

3.45

high

0.18

Table 3 Mean and Standard Deviation of Satisfaction

Variable

Mean

Description

SD

Satisfaction

3.04

high

0.60

Table 4 Pearson r Between Service Quality and Satisfaction

Variables

r

Service Quality and Satisfaction

(-)0.16ns .424

* p<0.05 significant @ 5% alpha level ns p>0.05 not significant @ 5% alpha level

Sig