Students' Satisfaction towards the Service Quality of Saint Louis University Evidence from SLU-SABM

INTRODUCTION Intensive Competition Marketing Strategies No government financial assistance SLU

Research Objectives Examine the relationship between service quality dimensions(tangibility, responsiveness,reliability, assurance,empathy and overall service quality) and students satisfaction Examine critical factors in service quality(t,r,r,a,e) that contributes most to satisfaction

Significance of the study to establish whether SLU is delivering the quality service that is expected from it by the students. SLU-SABM needs feedback from students of the quality of service being offered and how it influence their satisfaction. Result of study can give information –priority by the students To measure the level of service quality and level of students satisfaction. Study hopes to provide conclusions and recommendations for SLU quality improvements Researcher herself in her capacity as an employee to be more accommodating and courteous to students, parents, guardians and co-employees.

LITERATURE STUDENT SATISFACTION State felt by a person who has experience performance or an outcome that fulfill his or her expectation. SERVICE QUALITY Costumer’s judgment about an entity’s overall experience or superiority(Perceived quality).

Overall Satisfaction Adopting Marketing Concept Students as Customers Saint Louis University staffs Positive Attitude Loyalty Recommendation

Service Quality Dimension Assurance Tangibles Responsiveness Empathy Reliability Service Quality Adopted from Parasuraman

TANGIBLES INTANGIBLES ASSURANCE RESPONSIVENESS EMPATHY RELIABILITY LEVEL OF SATISFACTION CONCEPTUAL FRAMEWORK

METHODS SURVEY- adopting the 23 basic ServQual instrument RELIABILITY –Cronbach’s alpha produced high alphas

FINDINGS MEAN RESULTS REGRESSION 1 2

TANGIBLES Appearance of building and grounds. Access to the Internet/ . The organizational culture, belief and value in this university.

ASSURANCE SLU Employees are professional and neat appearing Friendly and courteous university staffs I feel safe while services are being provided. University’s staff knowledge on rules and procedures SLU has office hours convenient to me. SLU Employees are professional and neat appearing

RESPONSIVENESS Seldom get the “run-around” when seeking information on this University Availability of personnel to assist you. Staffs capacity to solve problems when they arise Channels for expressing student complaints are readily available. Queries are dealt with efficiently and promptly

EMPATHY Access to computer facilities is accommodated with students’ convenient time Staff are willing to give students individual attention. When I have problems/concerns, staff shows a sincere interest in solving it. Administration has students’ best interest at heart. University are fair and unbiased in their treatment of individual students

RELIABILITY Registration is timely and error-free. Materials associated with the services (such as pamphlets or statement of accounts) are visually appealing. This university keeps its records accurately. Queries are dealt with efficiently and promptly Staff sincere interest in solving student’s problem

FINDINGS REGRESSION MEAN RESULTS 1 2

SQ Impact to Satisfaction:REGRESSION IndependentDependentβr2r2 Sig Assurance Overall Satisfaction Responsiveness Empathy Reliability Tangibles Service Quality

Impact of SQ to Overall Satisfaction Empathy Tangibles Assurance Responsiveness RELIABILITY

Summary of Descriptive: MEAN Results Indicators MeanSDSig Assurance Responsiveness Empathy Reliability Tangibles Service Quality Overall Satisfaction

Conclusion Highest Mean scores Tangibility-”appearance of building and grounds” Reliability-” this University keeps its record accurately” Assurance-”SLU Employees are professional and neat appearing” Responsiveness-”availability of personnel to assist you” Empathy-”University are fair and unbiased in their treatment” Lowest Mean scores Tangibility-”access to the internet/ ” “registration is timely and error- free” “SLU has office hours convenient to me” “channels for expressing student complaints are readily available” “Accessibility of computer facilities is accommodated with students’ convenience”

Continuation: Highest and lowest mean scores pertain to items in the dimension tangibility Means that students’ experiences of the university’s services are most pronounced where the students can physically see evidences of the quality of services. Indicates the kind of students in SLU has more influenced by the physical evidences of services delivered in terms of their satisfaction level.

Recommendations Increase the number of up-dated computers and software Improve the registration procedure Online enrollments Trainings and seminars of employees Proper staffing in offices