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Volume 9 · March 2019

Vol. 9 · March 2019 · ISSN 2449-4399


International Peer Reviewed Journal
This journal is produced by the International Association
of Scholarly Publishers, Editors and Reviewers, Inc.
Registered in the Philippines' Securities
and Exchange Commission (CN201433407)

Students’ Satisfaction on the Student


Services of a Maritime
Higher Education Institution
ANA LIZA GRUSPE-TABERDO
https://orcid.org/0000-0002-2226-3472
agtaberdoRC50@gmail.com
Philippine Merchant Marine Academy
San Narciso, Zambales, Philippines

ABSTRACT

Universities have to concentrate their efforts on the improvement of quality


teaching and non-teaching services, in order to promptly respond to the
target, and foster a stronger relationship with surrounding economic and
productive systems. The study determined the level of satisfaction of 134
maritime students on the services provided by the library, mess, guidance and
counseling, medical and dormitory units of the Philippine Merchant Marine
Academy. Survey and key informant interviews were conducted to gather
data on the problem at hand. The researcher used frequency, percentile and
weighted mean to analyze data. The study revealed that the respondents are
extremely satisfied with the library, medical and guidance and counseling
services. Moreover, they are very satisfied with the services of the mess and
dormitory services. Among the five services, ranked 1 is library services and
ranked 5 is mess services. Based on the findings, the researcher concludes
that the academy offers quality services to its students. It is recommended
that the PMMA leadership should consider the suggestions of the students
to achieve better quality of student services.

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IASPER Interdisciplinary Research Journal

KEYWORDS

Maritime education, student services, satisfaction, descriptive-


quantitative, Philippines, Asia

INTRODUCTION

Service quality and customer satisfaction for service organizations


is important. Consideration of students as customers in developing and
delivering quality services has been proven to increase student learning,
motivation and persistence to graduation. Student satisfaction research,
especially in the area of student services, has the potential to inform
institutions about how to best address the needs and expectations of an
increasingly diverse student population.
Satisfaction of employees and clients is an important element of success
for any organization and any sector of the economy (Bay, An, & Laguador,
2014). Employees’ service to customer has the strongest influence on
relationship quality (Bencito, 2014). Educational institutions have to provide
the best quality services to their students. Higher education needs to care
about students’ satisfaction because of its potential impact on student
motivation, retention, recruitment. Satisfaction characterizes the quality of
products and services that the organization delivers to its customers that
serves as the basis for continuous improvement (Buted et al., 2014). Akbariyeh
(2012) writes that customer satisfaction and service quality are crucial factors
in the analysis of competitors. If students are seen as customers, then other
colleges and universities are the competition. It seems important then that
attention is paid service quality. Obtaining customer satisfaction should be
a critical factor in an organization’s goals. Similarly, Appleton-Knapp and
Krentler (2006) suggest that students’ satisfaction with their educational
experience should be a desired outcome in addition to learning.
In higher education, student satisfaction occurs when perceived
performance meets or exceeds the students‟ expectations (Mark, 2013).
Although higher education institutions are hesitant to use customer-driven
language when considering the satisfaction and attitudes towards student
services, consideration of students as customers in developing and delivering
quality services has been proven over and over again to increase student
learning, persistence to graduation, and increased alumni giving (Lee, 2007).
During their academic stay in the academy, different student services
are developed and programmed for the students to foster a conducive,
comfortable and encouraging environment as they are “in-housed” for
three years inside the academy.
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Volume 9 · March 2019

This study strives to determine the experience of students with Student


Services at Philippine Merchant Marine Academy. The ultimate purpose
of this study is to identify the level of students’ satisfaction towards the
service quality of the school’s library, dormitory, guidance and counselling,
mess/food and medical services; which among the student services are the
students most satisfied with; and are the areas for improvement to improve
quality of service.

METHODOLOGY

Research Design
The study utilized the quantitative-descriptive research design.
Babbie (2010) describes that quantitative methods emphasize objective
measurements and the statistical, mathematical, or numerical analysis of
data using computational techniques. Quantitative research focuses on
gathering numerical data and generalizing it across groups of people or
to explain a particular phenomenon. It suggests that descriptive studies
can answer questions such as “what is” or “what was. Since this study
was focused on the description and level of satisfaction of students on
the library, dormitory mess, guidance and counseling and medical services
offered by the Philippine Merchant Marine Academy, the described method
was the most appropriate method to use.

Respondents
This study utilized convenience sampling. Respondents were selected
based on having at least three visit and received any of the services of the
library, medical, guidance and counselling, mess and dormitory units in the
second semester of SY 2017-2018. Respondents were 134 currently enrolled
BSMT and BSMarE students.

Instrument
Hampton and Viela (2014) suggest that a survey is used for collecting
information that should be representative of the views of the whole
community or group whom you are interested in. The student satisfaction
survey-questionnaires were provided by the different service providers-
the Librarian, Academy Physician, Guidance Coordinator, Mess officer and
the Dormitory Manager. Further adjustments were made after a pilot
application was conducted. The final version of the instrument was resolved
after the approval of the PMMA Assistant Superintendent for Academics,
Research and Extension.

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IASPER Interdisciplinary Research Journal

The survey-questionnaire consists of Part I the profile of the respondents


which includes name(optional), sex, course, year level and age; Part II
describes the perception of the services: (a). Library-the students described
their satisfaction on the library collection, physical facilities and service
support; (b) dormitory- the students described their satisfaction on the
office/personnel and the services offered like accomplishment of job orders
and issuance of berthing gears ; (c) medical- the students described their
satisfaction on the facility, staff and supplies; (d) guidance and counselling-
the students described if the counsellor responded to the student request
for guidance services in a timely manner, easy to relate to, knowledgeable
about dealing with the request, handled the situation effectively and made
the student fell positive about school and consultation services; (e) mess
unit- the students described their satisfaction on the food’s taste and
appearance, personnel’s’ cleanliness, hygiene, and courtesy, and the facility,
equipment and utensils’ cleanliness, sanitation and appearance.

Procedures
After the approval of the questionnaire, it was distributed to one
hundred thirty- four (134) respondents. The content of the questionnaire
was explained first to the respondents before answering. Accomplished
questionnaires were collected; answers to the questionnaire were tallied
and interpreted. To verify the result of the survey, a focus group discussion
was conducted to 10 student leaders with a semi-structured interview with
the interview guide.

Data Analysis
The data gathered were presented in tabular form to interpret the
results and descriptive statistics such as frequency distribution and weighted
mean will be used. Frequency distribution and weighted mean were utilized
to evaluate the Level of Satisfaction on the student services. The ranking
was used to determine the order of the items. The given scale was used
to interpret the result of the data gathered: 4.20-5.00 extremely satisfied;
3.40-4.19 very satisfied; 2.60-3.38 satisfied; 1.80-2.59 dissatisfied and 1.00-
1.79 very dissatisfied.

RESULTS AND DISCUSSION

Student satisfaction on the services provided by the Dormitory Unit


The Dormitory Services is primarily responsible for the effective
management of the academy dormitory (cadet quarters) to provide

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Volume 9 · March 2019

residents a “home away from home” that is safe and conducive to learning.
There are 4 dormitories (quarters) in the academy- cadettes’ quarters, first
battalion, second battalion and the Crossworld quarters.
The Office of the Dormitory Services provide activities that foster
unity and harmony among residents/cadets so as to enable them to build a
meaningful community life together. There are assigned quarter commanders
in each battalion arranged in a regimental system. The Dormitory Manager
is responsible for ensuring the maintenance and sanitation, and the
observance of rules and regulations in the dormitory. She is also responsible
for providing various administrative and housekeeping services to residents
and visitors of the school.

Table 1. Students’ satisfaction on the Dormitory Services


CRITERIA DESCRIPTIVE
MEAN RANK
EQUIVALENT
How did you find the office in terms of:
a. Courtesy and Attentiveness 3.64 Very Satisfied 1
b. Knowledge of Service and Policy 3.57 Very Satisfied 3
c. Responsiveness 3.52 Very Satisfied 5
d. Friendliness 3.56 Very Satisfied 4
Were the accomplished job order suit
3.46 Very Satisfied 6
your satisfaction?
How did the issued berthing gears affect
3.62 Very Satisfied 2
your needs?
Over-all Mean 3.56 Very Satisfied

Table 1 shows that the respondents were very satisfied with the services
of the dormitory unit with an over-all mean of 3.56. The items registered
an adjacent range of 3.46 to 3.64 and interpreted as very satisfied. The
table showed that the students were very satisfied with the courtesy
and attentiveness, knowledge of service and policy, responsiveness and
friendliness of the personnel, accomplishment of job orders and the
berthing gears issued by the dormitory manager. In effect, the students
ranked courtesy and attentiveness as #1 and accomplishment of job orders
as #6. This implies that intangible aspects of service such as attentiveness
and courtesy showed the greatest power to classify satisfaction of students
on the dormitory services.

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IASPER Interdisciplinary Research Journal

Student satisfaction on the services provided by the Guidance and


Counseling Unit
The PMMA Guidance and Counseling Unit, as an integral part of the
educational system, opens its avenues through services for individuals,
families or groups who are referred and/ or voluntarily seeking for Guidance
and Counseling and all other programs it is catering. The office provides:
Guidance service by using an integrated approach to the development of well-
functioning individuals primarily by helping them to utilize their potentials
to the fullest; Counseling through individual and/or group intervention
designated to facilitate positive change in student behavior, feelings, and
attitudes. Appraisal by gathering information about students through the
use of psychological tests and non-psychometric devices; Follow-up through
systematic monitoring to determine the effectiveness of guidance activities;
and Referral with multi-disciplinary team of specialists to ensure that special
needs of students are met. The Guidance Unit is composed of a Guidance
Coordinator/Head and a Guidance Counselor who are also in-charge of all
religious activities of the academy. The area of focus of the evaluation in this
study is only the consultation service.

Table 2. Students’ satisfaction on the Guidance Services


DESCRIPTIVE
CRITERIA MEAN Rank
EQUIVALENT
The guidance counselor
Responded to my request for guidance 4.19 Very Satisfied 5
services in a timely manner
Was easy to relate to 4.24 Extremely Satisfied 3
Was knowledgeable about dealing with
4.22 Extremely Satisfied 4
my request
Handled my situation effectively 4.25 Extremely Satisfied 2
Made me feel positive about school con-
4.30 Extremely Satisfied 1
sultation services

4.24 Extremely Satisfied


Over-all Mean

Table 2 above shows that the students are extremely satisfied


with the services of the Guidance and Counseling Unit, with an over-all
mean of 4.24. The items range from 4.19 very satisfied to 4.30 extremely
satisfied. This shows that the students are very satisfied with how the
guidance counselor responded to their request for guidance services in a
timely manner. Moreover, the respondents are extremely satisfied with

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Volume 9 · March 2019

the guidance counselor’s way of relating, knowledge about the request,


effectively handling of situations and making respondents feel positive
about school consultation service. Ranked #1 among the items is how the
counselors made the students feel positive about the school’s consultation
services while how the counselors responded to the request of the students
for guidance services in a timely manner ranked #5. This implies that the
students are aware of the school’s guidance services and students who have
visited the guidance unit for specific service are extremely satisfied.

Student satisfaction on the services provided by the Mess Unit


The PMMA Mess Unit is responsible for providing sumptuous and
healthy meals for all 600 cadets/students and tactical officers. They also
cater food requirements during special occasions in PMMA. There are two
(2) nutritionist who plans the breakfast (morning chow), lunch (noon chow)
and dinner (evening chow) of the students. The food is served in a silver tray
with spoon and fork, water glass and water pitcher for each table consisting
of more or less 10 students.

Table 3. Students’ satisfaction on the Mess Services


DESCRIPTIVE
CRITERIA MEAN RANK
EQUIVALENT
A. FOOD
1. Taste 3.47 Very Satisfied 2
2. Appearance 3.37 Satisfied 4
Mean 3.42 Very Satisfied
B. PERSONNEL
1. Cleanliness and Hygiene 3.36 Satisfied 5
2. Courtesy 3.57 Very Satisfied 1
Mean 3.46 Very Satisfied
C. DINING AREA, EQUIPMENT AND UTENSILS
1. Cleanliness and Sanitation 3.25 Satisfied 6
2. Appearance 3.38 Satisfied 3
Mean 3.31 Satisfied
Over-all Mean 3.40 Very Satisfied

Table 3 shows that the respondents are very satisfied with Mess services
with an over-all mean of 3.40. The items range from 3.25 satisfied to 3.57
very satisfied. This shows that the students are satisfied with the taste

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IASPER Interdisciplinary Research Journal

and appearance of food, and cleanliness, hygiene and courtesy of mess


personnel but only satisfied with the cleanliness, sanitation and appearance
of the dining area, equipment and utensils. This implies that the attitude of
the mess personnel could bring about higher levels of customer satisfaction,
while cleanliness, hygiene, sanitation and appearance are the most valued
components of the student’s experience and needs to be improved.

Student satisfaction on the services provided by the Library Unit


The library unit provides user assistance where they help and guide
students find specific books, circulations of library materials. Librarian’s
function answers to their questions and include check-outs and check-ins
of materials including renewal and collection of fines and other charges, re-
shelving of library materials, and maintaining order in shelving areas. The
Library is equipped with computer units with internet access. Students may
use the facilities for free.
Table 4 shows that the respondents are extremely satisfied with the
library services. The items range from 4.51 to 4.86 extremely satisfied. This
shows that the students are extremely satisfied with the library collection,
physical facilities, and service support of the Academy library. This implies
that both tangible and non-tangible components of the library are well
provided to the students.

Table 4. Students’ Satisfaction on the Library Services


DESCRIPTIVE
CRITERIA MEAN Rank
EQUIVALENT
LIBRARY COLLECTION
Adequacy of Books 4.59 Extremely Satisfied 15
Quality of Books 4.55 Extremely Satisfied 17
Availability of recently published books 4.51 Extremely Satisfied 18
Availability of books in all subject areas 4.57 Extremely Satisfied 16
Relevant periodicals, journals, and 14
4.61 Extremely Satisfied
magazines
Mean 4.57 Extremely Satisfied
PHYSICAL FACILITIES
Cleanliness and orderliness 4.83 Extremely Satisfied 4
Ventilation 4.86 Extremely Satisfied 1
Lighting 4.85 Extremely Satisfied 2
Furniture 4.84 Extremely Satisfied 3

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Volume 9 · March 2019

Computer 4.77 Extremely Satisfied 11


Wi-Fi Connection 4.67 Extremely Satisfied 13
Mean 4.80 Extremely Satisfied
SERVICE AND SUPPORT
Appropriateness of library schedules 4.75 Extremely Satisfied 12
Assistance and support of the staff 4.78 Extremely Satisfied 9.5
Functionality of rules and regulations 4.78 Extremely Satisfied 9.5
Guidance of competent librarian and 6.5
4.81 Extremely Satisfied
staff
Attitude of staff towards their work 4.79 Extremely Satisfied 8
Attitude of staff towards their clients 4.82 Extremely Satisfied 5
Mean 4.79 Extremely Satisfied
OVERALL IMPRESSION
General impression and appearance of 6.5
4.81 Extremely Satisfied
library set-up
Mean 4.74 Extremely Satisfied

Student satisfaction on the services provided by the Medical Unit


The Medical Unit offers both medical and Dental takes care of protecting,
promoting and maintaining the health and well-being of the students and
school personnel. Presently, the school clinic service (known in PMMA as
sickbay) has two (2) academy physicians and a dentist. There are four (4)
nurses operating in shift 0600H-1400H, 1400H- 2200H and 2200H-0600H. On
weekends, only 1 nurse is on duty the from 0800H-0800H the following day.
The Medical Services provided by the medical unit are: Physical
Examination (PE) Annual Physical Examination which is regularly conducted
to all students especially varsity players and athletes who will join the
games during the Intramurals as well as those who will join inter school
competitions; medical consultation/counseling; first aid treatment (primary
care); health awareness programs through lectures/seminars; referral
system; symptomatic and supportive treatment; issuance of medical
certificate; and pre-employment medical check-up and recommendations.
On the other hand, the Dental Services offered are: oral examination;
simple single tooth extraction; temporary/permanent filling; oral prophylaxis
in cases of gingivitis or periodontitis; dental check-up/consultation; referrals
and recommendation; issuance of dental certificates; emergency treatment;
and dental health awareness program.

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IASPER Interdisciplinary Research Journal

Table 5. Respondents’ Satisfaction on the Medical Services


CRITERIA MEAN DESCRIPTIVE RANK
EQUIVALENT
MEDICAL FACILITY
1. Cleanliness 4.41 Extremely Satisfied 9
2. Illumination 4.34 Extremely Satisfied 12
3. Ventilation 4.32 Extremely Satisfied 13
Mean 4.36 Extremely Satisfied
STAFF
1. Attends to the needs of the patient. 4.59 Extremely Satisfied 1
2. Able to communicate with the patient & the 7
4.49 Extremely Satisfied
family.
2.1 Explains instructions carefully. 4.57 Extremely Satisfied 3.5
2.2 Comforts the patient & the family 4.52 Extremely Satisfied 5
2.3 Entertains inquiries regarding the illness. 4.58 Extremely Satisfied 2
3. Encourages follow-up check-up. 4.57 Extremely Satisfied 3.5
Mean 4.56 Extremely Satisfied
SUPPLIES
1. Able to give initial dose of prescribed medi- 6
4.51 Extremely Satisfied
cines.
2. Beddings & linen 4.36 Extremely Satisfied 11
3. Drinking water 4.43 Extremely Satisfied 8
4. Food & utensils 4.40 Extremely Satisfied 10
Mean 4.42 Extremely Satisfied
Over-all Mean 4.45 Extremely Satisfied

Table 5 shows that the respondents are extremely satisfied on all criteria
of evaluation with an over-all WM of 4.4.5. The items ranged from WM of
4.32 to 4.59. This means that the medical facility and staff are all provided
with quality to the students.

Summary of Satisfaction on the Student’s Services


Among the student services provided by the Academy, according to the
weighted mean computed, there are three services that respondents are
extremely satisfied namely: library rank 1, medical rank 2 and guidance and
counselling rank 3. On the other hand, respondents are very satisfied with
dormitory rank 4 and mess ranked 5.

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Volume 9 · March 2019

Table 6. Summary of Satisfaction on the Student’s Services


OVER-ALL
SERVICE INTERPRETATION RANK
WEIGHTED MEAN
Library 4.74 Extremely Satisfied 1
Dormitory 3.56 Very Satisfied 4
Guidance and Counseling 4.24 Extremely Satisfied 3
Mess 3.40 Very Satisfied 5
Medical 4.45 Extremely Satisfied 2

The data indicates that the students are extremely satisfied with
the services the academy provides with library ranked #1, medical #2 and
guidance and counseling #3. Consequently, the students are very satisfied
with dormitory ranked #4 and Mess ranked #5. This implies that the quality
services are provided to the students which yields an important impact on
PMMA’s standing in maritime education rakings.

Areas of Improvement
During the Focus Group Discussion (FGD) the respondents made the
following comments and suggestions:

Library
 Extend the library hours during study call period
 Install printer/copier/scanner for students to print and reproduce
projects etc.
 Produce more personal computer
 There must be other aides in education such as gadgets for practical
use
 Additional wi-fi access

Dormitory
 Our laundry must be cleaned well-Some of the shirts have bad smell
and still have stains on it
 all the shower heads should be fixed and usable
 Install new electric fans
 provide cleaner water supply
 change the mattress and repair the destroyed ones
 Change beddings every week.
 Allow us to decorate the quarters during special occasions
 Provide new lockers
 Provide more water jags

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IASPER Interdisciplinary Research Journal

Medical
 Provide more ventilation
 install new air conditioning units
 Provide new bed, locker and beddings
 Have more rooms-don’t mix patients who are suffering from
different illness

Mess
 Personnel should wear hairnets
 Maintain cleanliness in the dining area
 Utensils should be well cleaned or buy new utensils
 Food should be properly prepared
 Provide chuckie chocolate drink or coffee in the morning

Guidance and Counseling


 Give more group counseling to strengthen camaraderie and unity
 Have a monthly counseling
 Minimize letters sending to parents about failing grades in the
Midterm grading period

CONCLUSION AND RECOMMENDATION

The library, medical, guidance, dormitory and mess services in the


Philippine Merchant Marine Academy provide quality services to the students.
This means that the delivered services conform with the expectations of the
students. The study provided insight on the selection and customization of
the assessment approaches of the specific services that fit their purposes,
circumstances and desired outcomes.
It is recommended that the PMMA administration conduct a regular
assessment of the service quality of the different student service providers
in order to improve their service, to quickly identify problems, and to better
assess the students’ satisfaction. The Academy Leadership should consider
the procurement of the necessary equipment, utensils and materials for the
different services in order to improve the quality of services provided to the
students.
A similar study should be made to assess the students’ satisfaction
on the Registrar, Information Systems unit, and Sports and Recreation
services of the academy.

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Volume 9 · March 2019

IMPACT OF THE STUDY


The assessment efforts in this study has significant implications for
the Academy’s staff development, recruitment and promotion, leadership,
resource allocation, communications and so on, to improve the effectiveness
of the services.

LITERATURE CITED

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Appleton-Knapp, S. L., & Krentler, K. A. (2006). Measuring student


expectations and their effects on satisfaction: The importance of
managing student expectations. Journal of marketing education, 28(3),
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Babbie, Earl R. (2010) The Practice of Social Research. 12th ed. Belmont,
CA: Wadsworth Cengage, Muijs, Daniel. Doing Quantitative Research in
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Bay, A. B., An, I. L., & Laguador, J. M. (2014). Organizational satisfaction


and work engagement of Filipino teachers in an Asian university.
International Journal of Multidisciplinary Academic Research, 2(4), 32-41.
Retrieved on July 29, 2018 from https://bit.ly/2OvKn2q

Bencito, V. J. V. (2014). Customer satisfaction among the members of the


Summit Point Golf and Country Club. Asia Pacific Journal of Multidisciplinary
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Buted, D. R. Abiad, J. R. D. Aguba, J. P. D., Ellar, A. J. A., Ilao, D. P., Sales,


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IASPER Interdisciplinary Research Journal

Hampton, C. & Vilela, M. (2014). Section 13: Conducting Surveys. Retrieved


on September 20, 2018 from http://ctb.ku.edu/en/table-of-contents/
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Lee, J. J. (2007). Neo-racism toward international students: A critical need


for change. About Campus, 11(6), 28-30. Retrieved on DATE from https://
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