CHAPTER 5 : SUMMARY, CONCLUSION AND RECOMMENDATION
OVERVIEW
The overall purpose of this study is to assess the level of satisfaction of Grade 12
ABM students on the service quality provided by University of the East- Caloocan, S.Y.
2017-2018. To accomplish that goal, it became necessary to reach some prerequisite
goals. Determining the level of satisfaction of a studentr and how it is connected to his/her
decisions assumed a high degree of importance during the data gathering and literature
review conducted for this research. Related to that effort, it became necessary to reach
an understanding about the effects of the service quality provided by University of the
East Caloocan.
The descriptive method of research was utilized, and the normative survey
technique was used for gathering data that has been send out to selected Grade 12 ABM
students of the University of the East Caloocan. The questionnaire served as the
instrument for collecting data. 100 of the 1065 Grade 12 ABM students of the University
of the East Caloocan were served as the respondents. The inquiry was conducted during
the school year 2017 – 2018.
SUMMARY OF FINDINGS
Using the survey instrument developed for this study, data were collected which
addressed the research problems posed at the first chapter of this research.
Based on the data results, these findings appeared to be evident:
1. How the respondents rated the university in terms of tangible assets.
1.1. Layout and lighting of classrooms
The respondents’ answers had a mean of 2.99 which showed that
there were satisfied by the layout and lighting of the classrooms.
1.2 Appearance of building and grounds
The respondents showed that they were satisfied for their answers
had a mean of 2.98
1.3 Overall cleanliness
The students showed their satisfaction through the weighted mean
of 2.84
1.4 Degree to which classrooms and study rooms are comfortable
The respondents satisfaction were interpreted through the mean of
2.94
1.5 Atmosphere
The respondents showed that they were satisfied for their answers
had a mean of 2.98
1.6 The degree to which curriculum is up to date
The respondents showed that they were satisfied for their answers
had a mean of 2.84
1.7 Access to the internet
The only thing the respondents showed that they were dissatisfied
was the access to the internet that had a mean of 1.93
1.8 The organizational culture, belief and value in this university
The respondents showed that they were satisfied for their answers
had a mean of 2.85
The respondents, overall, were satisfied by the university’s tangible assets
2. How the respondents rated the university in terms of the level of assurance they feel.
2.1 Friendly and courteous university staff and teachers
The students’ assurance was of satisfactory level with a mean of 2.86
2.2 Research efficiency / productivity of teachers
The students’ assurance was of satisfactory level with a mean of 2.91
2.3 Academic credentials teachers
The students’ assurance was of satisfactory level with a mean of 3.05
this was the highest of the 7 assurance questions
2.4 Innovative teachers
The students’ assurance was of satisfactory level with a mean of 2.74
2.5 Knowledge of university staff on rules and regulations
The students’ assurance was of satisfactory level with a mean of 2.98
2.6 Security measures at the university
The students’ assurance was of satisfactory level with a mean of 2.97
2.7 Communications skills: courses are well taught by the teachers in the
university
The students’ assurance was of satisfactory level with a mean of 3.00
The respondents, overall, were satisfied by the level of assurance they have felt.
3. How they saw the reliability of the school be it with the staff and/or services
3.1 Registration is timely and error-free
The respondents find it satisfactory and reliable with a mean of 2.78
3.2 This university keeps its records accurately
The respondents find it satisfactory and reliable with a mean of 2.84
3.3 The general reliability of lecture ie. Keeps time/don’t cancel classes
The respondents find it satisfactory and reliable with a mean of 2.96
3.4 Sincere interest of staff and teachers in solving students’ problem
The respondents find it satisfactory and reliable with a mean of 2.78
3.5 This university provides its services at a time it promises to do so
The respondents find it satisfactory and reliable with a mean of 2.78
3.6 Teaching capability of teachers
The respondents find it satisfactory and reliable with a mean of 2.82
The respondents, overall, were satisfied by the university’s reliability
4. The level of empathy shown by the university staff or not
4.1 Accessibility of computer facilities
The students thought that empathy was shown with a mean of 2.90
4.2 Accessibility of study rooms
The students thought that empathy was shown with a mean of 3.05
4.3 Staff are willing to give students individual attention
The students thought that empathy was shown with a mean of 2.81
4.4 The extent to which teachers are sympathetic and supportive to the needs
of students
The students thought that empathy was shown with a mean of 2.95
4.5 The university is fair and unbiased
The students thought that empathy was shown with a mean of 2.90
The respondents, overall, were satisfied by the university’s empathy towards them
5. How the level of responsiveness the university shows
5.1 Availability of staff and teachers to assist students
The students were satisfied with the responsiveness with a mean of
2.95
5.2 Capacity of teachers and staff to solve problems when they arise
The students were satisfied with the responsiveness with a mean of
2.78
5.3 Readily available channels for expressing student complaints
The students were satisfied with the responsiveness with a mean of
2.76
5.4 Queries are dealt efficiently and promptly
The students were satisfied with the responsiveness with a mean of
2.80
The respondents, overall, were satisfied by the university’s responsiveness.
Conclusion
The data that has been gathered and interpreted by the researchers, warrant
proper conclusions. Based on the findings of the study, the following conclusions are
drawn:
1. The researchers conclude from the data presented that in terms of tangible
assets, the respondents were overall satisfied with what the university provided
with them despite the university’s poor handling of their internet connection.
2. The researchers conclude form the data presented that in terms of the level of
assurance, the respondents were again satisfied with how the university
handled its staff and teachers. With the academic credentials of the teachers
having the highest satisfactory level with a mean of 3.05.
3. The researchers conclude from the data presented that the respondents,
overall, were satisfied with how they saw the reliability of the school be it with
the staff and/or services.
4. The researchers conclude from the data presented that in terms of the level of
empathy shown by the university staff, the respondents were satisfied with how
the university handled their approach to their students. This being the highest
ranking with the rank of 2.94.
5. The researchers then conclude from the data presented that the respondents,
overall, are satisfied with the level of responsiveness the university provides to
its students.
Recommendations
In recent years, the University of the East continues being in the eyes of students
looking for proper schools and is generally considered to be a good candidate for
enrollees. Though despite its consistent image amongst students the university stays as
an average school when it comes to the satisfaction of its pupils. With the data gathered
and conclusion derived from this study, the researchers recommend the following:
1. The school’s administration must know the student’s insights regarding the
school’s performance so that they can improve it and avoid intrigues and
hearsay that might affect the public image of the school. The school’s
administration must be available and accessible at all times to monitor students
and focusing on improving the service quality they are offering. An
improvement on internet accessibility for students would help their overall
satisfaction.
2. The students must be open to provide proper and honest feedback to the
school’s administration about the school’s overall performance. Providing
feedback gives the school’s administration awareness on student satisfaction.
3. Parents of the students should focus on monitoring the school’s actions for in
order to provide suggestions on how the staff should handle their students. The
parents must be open in having a conversation to their child about current
problems and issues that the school has and should encourage them to provide
proper feedback to the school administration.
4. Recommendations for future researchers would be to research to develop
approaches and solutions that the school can provide in order to improve the
overall satisfaction of ABM students. This research can be a basis for future
researchers as this study can contribute in their data gathering procedure.