final ppt_suarez final version as of aug 5

8/9/2019 Final PPT_Suarez Final Version as of Aug 5

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Students· Level of Satisfaction on InstitutionalServices of Central Philippine University

Concurrent session on

´Assessment in Organizational and Human ResourcesµSecond National Conference on Educational

Measurement and Evaluation (NCEME)

Authors:

Florabel S. Suarez and Gift D. Tragico (2007)



Presentation Outline

Background and rationale

Study objectives

Methodology

Major Findings

Implications and recommendations



Background and Rationale

Strong emphasis on quality in contemporary

higher education

Universitys mission to commit to EXCEL

(Exemplary Christian Education for Life)

quality policy geared towards

enhancement of services to ensure

quality service



ISO 9001:2000

Measurement of customer perception(Applicable ISO requirements 8.4)

Background and Rationale



Determine students demographic background

for SY2005-2006:

college or department

place of residence religious affiliation

sex

Objectives of the Study

type of school attended

type of student

year level

years of residency



Academic services

Academic support services

Admission and registration

Fees & billing practices


Determine students level of satisfaction on

the Universitys institutional services:



Campus support services

Scholarships / grants-in-aid

Campus safety and security

Student spiritual life






Responsiveness to diverse

population

Service excellence

Student centeredness

Campus climate







Comparison of study results with

baseline data

Identify improvement areas



Institutional Services

Academic services:

assesses the studentsacademic experience, the

curriculum, and the campus

overriding commitment to

academic excellence

10 -item subscale




Academic support services:

assesses the adequacy

of the services students

utilize to achieve their

academic goals

9-item subscale




Admission and

registration:

assesse

s the

universi

tys

ability

to

enroll

student




Fees and billing practices:

assesses the universitysability to offer

reasonable tuition fee,

miscellaneous, and

other charges and feesto students and the

policies involved in such

transactions

-




Campus support services:

assesses the quality of theuniversitys support programs

and services which students

utilize to make their

educational experiences moremeaningful and productive

14-item subscale




Scholarship / grants-in-aid:

assesses the effectiveness and availability

of financial aid and scholarship programs

offered to students

5-item subscale




Student spiritual life:

assesses the universitys

programs to enhance students

spiritual life and manage their

spiritual concerns

5-item subscale




Campus climate:

assesses the extent to which the universityprovides experiences that promote a sense

of campus pride and feeling of belonging

assesses the effectiveness of the

universitys channels of communication forstudents

6-item subscale




Student centeredness:

assesses the universityseffort to convey to students

that they are important to

the university; it measures

the extent to which they

feel welcome and valued

7-item subscale




Responsiveness to diverse populations:

assesses the universitys services to cater

without biases and/or discrimination to

different groups of students

7-item subscale




Service excellence:assesses the approachability and

helpfulness of especially front-line staff

and administrators toward students

pinpoints the areas of the campus where

quality service and personal concern for

students are rated most and leastfavorably

3-item subscale



n = 384

Methodology: Study Population

Proportionate stratified random sampling

according to 12 academic units

College and 4th year high school students

enrolled during the SY 2005-2006



Instrumentation

(SSI) satisfaction indicators identified from FGD

with student leaders; pretested and item-analyzed

= 80 items (baseline study, Suarez & Tragico, 2005)

Survey questionnaire divided into 3 parts:

P art I Demographic variables

P art II Student Satisfaction Inventory (SSI)P art III Suggestions for improvement



Instrumentation

revised and validated inventory = 91 items coveringthe original 12 satisfaction indicators

items retained have high item-total

correlations (with acceptable levels: r > .25)

the need to accommodate qualitative responses:

students comments for each satisfaction indicator

2nd Student Satisfaction Survey:



Data Analysis

SSI uses a 7-point Likert scale, 1= very dissatisfied to

7=very satisfied )

Use of mean scores to reflect level of satisfaction on

each institutional service

Ranking of institutional service based on the meanscores



Major Findings

1. Demographic profile as of second semester of the

School Year 2005-2006 ( Table 1) :

Majority were females (20.7%), Roman Catholic

(68.2%), and residing within Iloilo City (42.4%) and

in other municipalities (39.8%)

Highest number of enrollees among freshmen (32.3%)and the College of Nursing (31.5%)



Major Findings

1. Demographic profile as of second semester of the

School Year 2005-2006 (Table 1) :

Majority were regular students (71.9%), graduated

from public-rural (37.8%) and private-urban (31.3%)

high schools and spent > 1year but <5 years in the

University (51.6%)



Major Findings

2. Level of satisfaction on the institutional services(Table 2) :

student spiritual life (M=5.76, SD=1.06)

campus climate (M=5.63, SD=1.03)

responsiveness to diverse populations (M=5.57, SD=. 94) campus safety and security (M=5.42, SD=. 96)

student centeredness and service excellence (M=5.42, SD=. 96)

service excellence (M=5.33, SD=. 85)

Overall rating: Satisfied (M=5.31,SD= .79)



Major Findings

Comments

³CPU develops the different aspects of the human being; not

only mental and intellectual but also spiritual«´

³CPU promotes faith and God loving community«´

³The most important thing I¶ve learned here in CPU is to put

God at the center of my life. Program teachers and even

advisers nurture the spiritual growth of the students«´

Student Spiritual Life



Major Findings

Comments

Campus Climate

³The campus is comfortable to students to stay and study.

I like the ambiance«´

Responsiveness to diverse populations

³I am very satisfied with CPU as a Christian school, students

are treated equally«´



Major Findings

2. Level of satisfaction on the institutional services(Table 2 and Table 3) :

fees and billing practices (M=4.53, SD=1.08)

admission and registration (M=5.16, SD=1.07)

academic support services (M=5.17, SD= 1.03) campus support services (M=5.22, SD=. 91)

scholarships/grants-in-aid (M=5.27, SD=1.02)

academic services (M=5.29, SD=. 81)

Slight satisfaction on the ff. services:



Major Findings

Comments for Slightly Satisfied services

³We paid for high tuition but if we need some services here

in campus, we need to pay and it is quite expensive...´

³Hope that tuition fee and miscellaneous would be more

affordable to students« ³

³Foods in the canteen are so expensive« ³

³Work student tuition fees are not clearly presented«´

³Some staff are not responsive and sometimes doesn¶t

give clarification on registration«´



Major Findings

overall level of satisfaction may be affected by the

distribution of responses on the various levels of

satisfaction

Observation on the top 3 institutional services with

highest and lowest ratings

e.g. academic services, student spiritual life,

fees and billing practices



Major Findings

2. Comparison of present data with baseline data

(Table 4):

2004-2005 survey = Slightly Satisfied

2005-2006 survey = Satisfied



Conclusion

Students of Central Philippine University as of

2

nd

Sem, SY2005 2006 were generallySatisfied with the different institutional

students recognition of the Universitys

effort to render quality service

expectation to enhance the delivery of the

different institutional services



Recommendations

Study findings and recommendations forwarded

to the Development Planning Office

Study finding and recommendations were given

to concerned units

Regular conduct of the survey



Conclusion

F ees and Billing P ractices falling on the top end

for the past 2 surveys ( Neutral to Slightly Satisfied)

Students need to participate in timely

consultations re: increase of tuition fees

and other institutional charges



Conclusion

General satisfaction on: Student Spiritual Life

and Campus Climate

1. Students recognition of CPUs continued effort to

provide varied avenues to nurture and strengthen

the spiritual growth of students

2. Students appreciation of the University as anenvironment conducive for learning and

socialization and a general sense of campus pride

and feeling of belongingnesscoined as the

Central Spirit



THANK YOU.

End of Presentation

final ppt_suarez final version as of aug 5

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