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Students Satisfaction Rating on La Consolacion College Manilas Student Services, School Year 2008-2009
Venancio N. Santos, Jr.

The primary goal of educational institution is the total development of the student. One of the ways educational institutions attain this goal is by continuously gathering information on student satisfaction. As cited in Beltyukova and Fox (2002, para. 2), student satisfaction is defined as an "everpresent campus variable" (Betz, Menne, Starr, & Klingensmith, 1971, p. 99), a key outcome of higher education (Astin, 1993; Sanders & Chan, 1996), and a "quality enhancement tool designed to improve the quality of the student experience" (Harvey, Plimmer, Moon, & Geall, 1997, p. 3). Student satisfaction is important in improving the quality of service of any educational institution. Colleges and universities use student satisfaction data to better understand, improve and change campus environments, thereby creating settings more conducive for student development. In this sense, student satisfaction is an indicator of the institution's responsiveness to students' needs and a measure of institutional effectiveness, success, and vitality (Hallenbeck, 1978; Low, 2000; Nichols, 1985; Upcraft & Schuh, 1996) (as cited in Beltyukova & Fox, 2002, para. 2). Moreover, measuring student satisfaction is useful to educational institutions to help them monitor their institutions progress, pinpoint their strengths and identify areas for improvement. Annually, La Consolacion College Manila (LCCM) gathers information on student satisfaction in accordance with the requirements of ISO 9001:2000 Quality Management Systems (QMS) plan and implement the monitoring, measurement, analysis and improvement processes (Claus 8.1). To accomplish this goal, the Human Resource Division (HRD) of LCCM
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administered an instrument, a 5-point Likert scale composed of 30 items to determine the level of students satisfaction on the different service areas offered by the school.

LCCM Student Services Units Admission and Registration. The admission and registration are handled by two offices; the Center for Admissions and School Relations (CASR) and the Registrars Office. The CASR exists to become effective in recruiting and admitting students from a wide spectrum of society thereby supporting the overall direction and policies of the National Government to broaden access to higher education Providing access and equity, however, must be in the context of the schools mission and academic objectives i.e., providing quality, excellent and relevant/ responsive education. Corollary to this is the inherit need of the school to run viable programs and contribute to the overall sustainability of the school governance. Thus, the center provides for clear policies and operational guidelines to both students-parents and departments to meet these objectives. The Registrars Office, on the other hand, handles the academic records of the students. The Registrars Office personnel see to it that all student records are up-to-date on a year level basis. Diplomas and other credentials needed by the student for employment or for any purpose are provided by the office. The office also organizes the overall coordination of students notations, both for technical and educational matters, and hereby secures all documents and proofs of stay in La Consolacion College Manila. This office addresses the need for coordination between students (record-wise) and any off-LCCM establishments, much so, as the first and progressive line of educational validity. Guidance Services. The Guidance and Counseling Center, now known as Student Development Center (SDC), provides the guidance services to LCCM students. It is a dynamic and multidisciplinary counseling center. Its services are planned and designed to assist and facilitate students psychological, social
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and cultural relations, and intellectual challenges of grade school, high school and collegiate life. It prides itself by valuing the uniqueness and individuality of the student by providing an atmosphere of welcome, openness, and simplicity whenever possible. It pledges for creativity, innovation, and collaboration of all the guidance programs to meet the diverse needs of LCCMs student population.The center likewise assists the administration and faculty in improving the learning environment through its research and testing program, referral service, and maintenance of the students cumulative files. Library Services. There are three (3) libraries in LCCM, namely: College Library, High School Library, and the Grade School Library. The College Library (also known as the Violeta Calvo-Drilon Memorial Library) contains an adequate collection of books and periodicals to serve the needs of the students and faculty. For school year 2008-2009, the college library is already equipped with security device to monitor the various library holdings. Also available in the library are online journals subscribed by the school, a custom database of 100 titles provided by Gale Cengage Learning which students, faculty and researchers from LCCM can access. The High School and the Grade School libraries, on the other hand, serve the library needs of the students in the Basic Education Department. Finance Office. The Finance Office is an umbrella department which oversees all of the schools economic dealings, in a holistic approach with strong post-cast and analytical prospectus, not just for profit but for the critical point on how to make LCCM quality education available and attainable by a bigger volume of clientele. This office also handles the financial records of the students. The Finance Office personnel see to it that the students financial records are up-to-date and give assistance to students who fail to meet the deadline for paying tuition fees. During enrollment, they provide procedures for payment of tuition fees/ dues. They also provide services to the personnel of the school and other clients outside the school. Health Services / Clinic. The School health services provide students with emergency first aid and routine medications for common ailments. The Health Center or Clinic is composed of an
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officer-in-charge, one (1) dentist and two (2) physicians working on shifts. The Medical and Dental Team conducts annual physical examinations and attends to the medical and dental needs for all students, faculty and personnel. Students Affairs Office. The Office establishes and maintains linkages with the Academic Units and other offices or departments in the school involving student activities and student related endeavor towards the increased understanding of the role, needs and problems of the student services. It supervises co- and extracurricular activities for proper implementations. The key objective of the Student Affairs Office is to contribute to the holistic formation of a Catholic Christian, nationalist and value - oriented graduate through a well-balanced program of the co-curricular and extra-curricular activities during the student days in the campus. It aims to develop the multi talents of the students, particularly harnessing their leadership potentials, team-building and organizational skills by encouraging and empowering them to organize and participate actively in the activities of the various clubs and student organizations within and outside the campus. Maintenance Services. The Maintenance Services unit provides cleanliness of the school campus. Aside from sweeping and mopping of all floors daily, this unit is also responsible for cleaning the comfort rooms, mowing the lawn, caring the plants, removal of garbage, hence, creating an environment which is clean, safe and comfortable. Laboratory Facilities. There are various laboratory facilities in LCCM that provide the students other opportunities for learning. They exist to help develop the full potential of LCCM students. Some of them are the Science Laboratory, Food Laboratory and Information Technology facilities. The Science Laboratory provides fully equipped laboratory apparatus, equipment and materials to enhance the students investigatory skills and scientific knowledge. The Food Laboratory, on the other hand, provides materials, equipment and utensils to enhance the students skills in food preparation and other competencies needed in the food industry. The Assistant Dean for School of HRM and Tourism oversees the operation of the Food Laboratory.
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The Information Technology Development Center (ITDC) provides air conditioned Computer Laboratories with adequate number of functional computers for students and teachers to keep them abreast with the latest trends and innovations in technology. Likewise, ensures that the high speed internet connection is available at all times. Moreover, the ITDC provides accurate and up-to-date information to students through the LCCM website. Food Services. The food services or canteen provide nutritious and palatable foods for students, faculty and administrators. The prices of food items are reasonable enough for each individual. Sanitary and physical conditions of the canteen and ventilation is good enough for people to stay and take their breakfast and lunch. The canteen serves hot meals and light snacks on a self-service basis. Community Involvement. The Mother Rita Barcelo Pastoral Center (MRBPC) is the unit responsible for the various Community Outreach Programs of LCCM. It provides relevant programs that develop and promote civic consciousness, enhance intellectual, spiritual and social well being of the students. It inculcates the values of volunteerism and responsible citizenship and steers outreach initiatives of individuals and groups within LCCM towards meaningful community service and advocacy work. Security and Reception. The Security and Reception area provide security measures for students and personnel within the school campus. They see to it that school policies (e.g. wearing of I.D. and uniform) are properly implemented upon entering the campus. Procedures for visitors entry and inquiries are well attended by the security personnel. Respondents A total of 612 respondents (college students - 79%; high school students - 21%) were asked to indicate their degree of satisfaction on the services provided by LCCM to students. Arithmetic mean or average () is used in summarizing the
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responses of the students from the various items. As presented below, the measurement of their rating is as follows:
Raw Score 5 4 3 2 1 Verbal Interpretation Outstanding (O) Very Satisfactory (VS) Satisfactory (S) Fair (F) Poor (P) Conversion Score (4.20 and above) (3.40 - 4.19) (2.60 3.39) (1.80 2.59) (1.79 and below)

Findings The college students rated the admission and registration services of the school as satisfactory (=3.29), while the high school students gave a higher rating (=3.83) which is very satisfactory. As a whole, the students rated the admission and registration services as very satisfactory (=3.56). Regarding Guidance Services, both types of students gave a very satisfactory (=3.77) rating of this area. The students are very satisfied with the activities and programs provided to them by the Guidance Center as well as the availability of qualified, competent and efficient Counselors to attend to their guidance and counseling needs. The Library Services obtained a very satisfactory (=3.44) mean score. However, the college students perceived the services given to them by the College Library as satisfactory (=3.15). The high school students rated the services of the Finance Office as very satisfactory (=3.71), while the college school students gave a lower rating (=3.24) which is satisfactory. On the average, the services of the Finance Office obtained a very satisfactory (=3.48) rating from the student respondents. The student respondents rated the Health Services of the school as satisfactory (=3.21). In contrast, the respondents from the Basic Education Department (BED) gave a very satisfactory

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(=3.61) rating on the provision of adequate medical / dental assistance to students. The Student Affairs Office of both departments (college and basic education) obtained a very satisfactory (=3.61) rating from the student respondents. But the college students (=3.44) and high school students (=3.78) overall mean scores differ. High school students gave higher rating on the services of Student Affairs Office than the college students. The college and high school students overall assessment on the maintenance services of the school is satisfactory (=3.21). Higher rating (=3.38) obtained by this service area on their relationship with the students than on the maintenance of school buildings and facilities (=3.04). The Science Laboratory (=3.47) and Food Laboratory (=3.41) obtained a very satisfactory rating from the student respondents. However, the Information Technology (IT) facilities and services of the school got a satisfactory rating (=3.20). The students gave a low (=2.81) degree of satisfaction on the availability of high speed internet connection. As a whole, the schools laboratory facilities garnered a satisfactory (=3.32) rating. The high school students rated the Food Services or Canteen as very satisfactory (=3.42), while the college school students gave a much lower rating (=3.19) which is still satisfactory. On the average, Food Services or Canteen got a satisfactory (=3.37) rating from the student respondents. The college student respondents rated the Community Involvement of the school as satisfactory (=3.29), while the BED student respondents gave a higher degree of satisfaction (=3.60). As a whole, the Community Involvement obtained a very satisfactory (=3.45) rating. The overall mean score on the students degree of satisfaction regarding Security and Reception services is very satisfactory (=3.60). The students are very satisfied in the implementation of school policies by the security personnel. On the contrary, the college students gave a low degree of satisfaction (=3.36) on observing proper decorum by the security personnel in implementing security related policies.
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Table 1 Mean Score of the Eleven (11) Service Units of LCCM

Service Unit Guidance Services Student Affairs Office Security and Reception Admissions and Registration Finance Office Community Involvement Library Services Food Services / Canteen Laboratory Facilities Health Services Maintenance Services
COLLEGE Verbal Interpretation BED Verbal Interpretation Overall Mean Verbal Interpretation

3.67 3.44 3.43 3.29 3.24 3.29 3.15 3.19 3.03 3.05 3.22

VS VS VS S S S S S S S S

3.86 3.78 3.76 3.83 3.71 3.60 3.73 3.54 3.61 3.38 3.20

VS VS VS VS VS VS VS VS VS S S

3.77 3.61 3.60 3.56 3.48 3.45 3.44 3.37 3.32 3.21 3.21

VS VS VS VS VS VS VS VS S S S

Mean
VS Very Satisfactory

3.27

3.64

VS

3.47

VS

S - Satisfactory

The overall mean score of the eleven (11) service units of La Consolacion College Manila is very satisfactory (=3.47). But on per service unit analysis, students have the highest degree of satisfaction on the services provided to them by the: (1) Guidance Services (=3.77), (2) Student Affairs Office (=3.61), and (3) Security and Reception (=3.60). Students have the least degree of satisfaction on the services related to: (1) Maintenance Services (=3.21), (2) Health Services (=3.21), and (3) Laboratory Facilities (=3.32). On the average, the high school students have higher degree of satisfaction (=3.64) on the services provided to them by the different service units of LCCM than the college students (=3.27). With regard to students feedback, students are contented with the services that are given to them by LCCM. They mentioned that the facilities are good. However, the services related to laboratory facilities (IT and Food Laboratories), maintenance of school
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facilities, such as comfort rooms and food services or canteen, are the most frequently mentioned areas of dissatisfaction.

5 Mean Rating 4 3 2 1 0
G ui da nc St ud e S en t A er v Se ic ffa es cu Ad irs rit m O y is ffi & si ce R on ec s ep & tio R eg n ist C Fi ra om na tio m nc n un e ity O ffi In ce vo lv Fo Li em br od ar en Se y t S rv ice erv ic La s / C es bo an ra to te ry en He Fac M ilit al ai ie th nt s Se en rv an ic ce e Se s rv ic es
3.77 3.61 3.60 3.56 3.48 3.45 3.44 3.38 3.32 3.21 3.21

Student Services

Figure 1. Students Satisfaction Rating on LCCMs Student Services, School Year 2008 2009 (=3.47).

Conclusion Based on the findings, the following conclusion emerges from the study: 1. La Consolacion College Manilas Student Services obtained of a very satisfactory (=3.47) rating from the students. 2. The top three student service units that garnered the highest degree of satisfaction from the students are: (1) Guidance Services (=3.77), (2) Student Affairs Office (=3.61), and (3) Security and Reception (=3.60). 3. Students have the least degree of satisfaction on the services related to: (1) Maintenance Services (=3.21), (2) Health Services (=3.21), and (3) Laboratory Facilities (=3.32).
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4.

The high school students have higher degree of satisfaction (=3.64) on the services provided to them by the different service units of LCCM than the college students (=3.27).

5. Some students are contented with the services that are given to them by LCCM. They mentioned that the facilities are good. 6. The services related to laboratory facilities (IT and Food Laboratories), maintenance of school facilities such as comfort rooms and food services or canteen are the most frequently mentioned areas of dissatisfaction.

Recommendations 1. Assess the existing school facilities used by the students especially those related to laboratory facilities (IT and food laboratories). Development of a maintenance program to ensure its ready access, use, and suitability to the needs of the students should be undertaken. 2. Reevaluate the program in relation to maintenance of school buildings and facilities particularly the comfort rooms, canteen and classrooms. Periodic monitoring to sustain the cleanliness and orderliness of these facilities should be done. 3. Develop a program to strengthen the student / customer relations skills of LCCMs student services personnel. 4. Review current office policies and procedures in the different service units and examine students experiences if existing practices meet students needs, help students learning and promote students well-being.

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References Beltyukova, S. & Fox, C. (2002). Student satisfaction as a measure of student development: Towards a universal metric. Journal of College Student Development. American College Personnel Association. Available from HighBeam Research:http://www.highbeam.com/doc/1P3110447245 .html La Consolacion College Manila (2008). LCCM Catalogue. La Consolacion College Manila (2006). Quality System Manual.

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