SDCA Asia-Pacific Multidisciplinary Research Journal

Abstract

This study evaluates the services provided by St. Dominic College of Asia for the past four years from AY 2014-2015 to AY 2017-2018 using a customer satisfaction survey. Utilizing the descriptive, longitudinal research design particularly the trend analysis, all students of the higher education were asked to answer a customer satisfaction survey questionnaire that has been used for over five years. The results revealed that almost all offices, facilities and general services follow a downward trend since 2014-2015 but tends to peak up in AY 2017- 2018. Moreover, it also shows that with the exception of offices, facilities and general services did not meet the institutional set standard of 3.9/5 for the customer satisfaction rating. The study also suggests the lack of consistency of making the satisfaction rating consistently higher than 3.9 as their instances that the rating is high in the first semester but plunges in the second semester. Therefore, consistent monitoring of operations and services should be done to prevent this scenario to happen for the next years to come, particularly during second semester.

Keywords: Quality education. Customer satisfaction. Customer service. Operations. Longitudinal analysis.

To cite this article:

Sta. Ana, J. V., & Adanza, J. R., (2021). Responding to the challenge of quality education: Customer service satisfaction analysis in AY 2014-2018. SDCA Asia-Pacific Multidisciplinary Research Journal, 3, 52-55. doi: 10.5281/zenodo.8022233