Registrar

Impact on the Service Quality of the Registrar’s Office to the Stakeholders of SCSJ

Proponents: Yumang, Catherine D,.Timbol, Mary Roise T. Julito, Bernadette A., Sapongen, Jackylin G., Aliwanag, Romel

Abstract

The Registrar's Office serves as a critical directorial unit within educational institutions, tasked with management a wide array of functions, such as student enrollment, academic records management, and certification issuance. The quality of services provided by this office has a direct and substantial impact on various stakeholders, including students, alumni, parents, and administrative staff. This research aims to examine how impact to the service quality of the Registrar's Office to the stakeholders of SCSJ. Utilizing the SERVQUAL model, the research identifies five key dimensions of service quality: tangibles, reliability, responsiveness, assurance, empathy and responsiveness developed by Parasuraman, Zeithaml, and Berry (Kumaresh, 2024). Findings reveal an overall service quality rating of 3.72 (Very Satisfactory), with reliability scoring the highest at 3.79, this implies that stakeholders have confidence in the Registrar’s Office's ability to meet its obligations without mistakes or delays. As mentioned by Kumaresh (2024) Reliability is a key part of customer satisfaction. Customers value consistency and accuracy in service delivery. However, tangibles were identified as an area with the lowest score, with a score of 3.61, it remains classified as very satisfactory. The study establishes significant relationships between service quality dimensions and stakeholder satisfaction, with 100% of respondents expressing satisfaction with services (Mavondo & Zaman, 2018). This research highlights the necessity for higher education institutions to prioritize service quality to foster stakeholders’ satisfaction and loyalty.

Keywords: Service Quality, Registrar's Office, Stakeholder Satisfaction, Administrative Efficiency