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DOCUMENT TRACKING SYSTEM UTILIZATION PRACTICES AMONG

ADMINISTRATIVE PERSONNEL OF A STATE UNIVERSITY

A Capstone Study

Presented to the

Faculty of the Graduate School

Western Institute of Technology

La Paz, Iloilo City

In Partial Fulfillment of the

Requirements for the Degree

Master in Business Management

by

LILY GRACE D. FERNANDEZ

October 2023
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APPROVAL SHEET

This capstone study titled, “Document Tracking System Utilization Practices

Among Administrative Personnel of a State University”, prepared and submitted by
Lily Grace D. Fernandez, in partial fulfillment of the requirements for the degree, Master
in Business Management, has been examined and recommended for acceptance and
approval.

Approved by the Research Committee:

MA. THERESA R. PINEDA, PhD ARLENE T. DALAWIS, PhD

Specialization Expert Research Expert

LEA M. GABAWA, PhD JOHN B. TADIFA, PhD

External Evaluator Adviser

CHRISTY B. LAURENTE, PhD

Dean

October 2023
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Acknowledgment

The researcher gratefully acknowledged and appreciated the great and valuable

contributions of the following individuals for believing in me and for the inspiration in the

completion of this academic endeavor;

Engr. Richard Kenneth F. Salas III, WIT School President, for his visionary leadership in

shaping the minds of learners and molding them for the obstacles beyond academia.

Dr. Christy B. Laurente, Dean, Graduate School for her support, time, concern and

guidance in conducting this study;

Dr. John B. Tadifa, Adviser, and for extending his technical support and advices for the

completion of this paper;

Alexis S. Fernandez, my loving husband and source of strength, for his untiring assistance,

encouragement, unwavering support, and commitment to the completion of this thesis;

Maureen Nettie N. Linan and Joyce F. Jamile, for unselfish guidance, encouragement and

unrelenting inspiration;

Dr. Lynna B. Marquelencia for the encouragement, valuable comments and criticisms, and

willingness to take part in this task;

Employees of different offices of the Iloilo Science and Technology University for

participating in the pilot test;

Sheila Grace R. Robles, Michelle T. Escaño and Girlie P. Golez for the shared

friendship, understanding and camaraderie.

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Mama Lilia A. Dejando and siblings Ralph Bryan Dejando and Leyland Dejando for the

love, faith and support;

Papa Rafael S. Dejando, for always being my inspiration and guiding me to complete this

task.

The researcher’s loving daughters, Allysa Grace Fernandez and Althea Lorraine Fernandez

for their inspiration, love and overflowing support, and for being there in all the researcher’s

undertakings. This humble to work is especially dedicated to them.

Above all, the Lord Almighty, who has been the source of light, wisdom, countless blessings

and infinite love.

Lily Grace D. Fernandez

October 2023
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Lily Grace D. Fernandez; “Document Tracking System Utilization Practices Among

Administrative Personnel of a State University”. Unpublished Graduate School Research
Study, Master of Engineering, Western Institute of Technology, Iloilo City, Philippines, April
2024.

Abstract

This study assessed the utilization practices of the Document Tracking System (DTS) among
administrative personnel of Iloilo Science and Technology University (ISAT U) for the School
Year 2022-2023. Specifically, it explored the profiles of administrative personnel in terms of
sex, age, employment status, highest educational attainment and office affiliation. It also
examined the levels of DTS utilization practices in terms of information quality, system
quality and service quality both overall and across demographic classifications. Furthermore,
the study investigates significant difference and relationships between these variables and
proposed a Personnel Capability Program for enhanced DTS utilization.

A descriptive research design was employed involving 64 purposively selected respondents.

Data were collected through a researcher developed questionnaire and analyzed using
statistical tools, including mean, standard deviation, Kruskal Wallis test, Mann Whitney U test
and Spearman Rho with computations processed via SPSS software. Results indicated a highly
practiced level of DTS utilization across all demographic groups reflecting the systems user-
friendly design effectiveness of training and support mechanisms. The consistent utilization
of DTS positively impacts decision making, data accuracy and interdepartmental coordination
highlighting its role as a collaborative tool.

The study recommends systematic performance monitoring, periodic training, regular system
updates, enhanced user support, data quality assurance and integration with other university
systems. Additionally, a technology roadmap and active user involvement in system
improvements were emphasized to sustain and enhance DTS Utilization. These findings
underline the importance of continuous system evaluation and adaptation to evolving
institutional and technological needs.

Keywords: Document Tracking System (DTS), utilization practices, administrative personnel,

information quality, system quality, service quality, descriptive research, personnel capability
program, technology roadmap, user involvement.
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Table of Contents

Page

TITLE PAGE

APPROVAL SHEET ii

ACKNOWLEDGMENT iii

ABSTRACT v

TABLE OF CONTENTS vi

LIST OF TABLES viii

LIST OF FIGURES x

CHAPTER 1 INTRODUCTION 1

Background of the Study 1

Objectives of the Study 3

Null Hypothesis 4

Theoretical Framework 4

Conceptual Framework 7

Significance of the Study 8

Definition of Terms 10

Scope and Limitations of the Study 12

CHAPTER 2 REVIEW OF RELATED LITERATURE 13

Document Management System 13

The use of Electronic Management System in Academic Institution 15

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The Benefits of a Document Tracking System 16

Information Quality 19

Systems Quality 23

Service Quality 25

CHAPTER 3 METHODOLOGY 29

Research Design 29

Participants of the Study 31

Research Instrument 32

Data Gathering Procedure 35

Data Processing Procedure 36

Statistical Data Analysis 36

CHAPTER 4 DATA PRESENTATION, INTERPRETATION AND

ANALYSIS 38

CHAPTER 5 SUMMARY, CONCLUSIONS,

AND RECOMMENDATIONS 60

Summary of the Findings 60

Conclusions 62

Recommendations 64

REFERENCES 66

APPENDICES 74
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LIST OF TABLES

Page

Table 1. Summary of respondents in the effect of document tracking

system on employee satisfaction 32

Table 2. Profile of Administrative Personnel 40

Table 2-A. Document Tracking System Utilization Practices among

Administrative Personnel if ISAT U in terms on Information Quality

when grouped according to demographic profile 42

Table 2-B. Document Tracking System Utilization Practices among

Administrative Personnel of ISAT U in terms of Systems Quality

When Group According to Demographic Profile 44

Table 2-C. Document Tracking System Utilization Practices among

Administrative Personnel of ISAT U in terms of Service Quality

When Group According to Demographic Profile 46

Table 3. Difference in the Level of Document Tracking System Utilization

Practice in terms of Information Technology, Systems Quality and

Service Quality When grouped According to Sex 48

Table 3-A. Difference in the Level of Document Tracking System Utilization

Practice in Terms of Information Quality, Systems Quality and Service

Quality When Grouped According to Civil Status 50

Table 3-B. Difference in the Level of Document Tracking System Utilization

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Practice in Terms of Information Quality, Systems Quality and

Service Quality When Grouped According to Employment Status 52

Table 3-C. Difference in the Level of Document Tracking System Utilization

Practice in Terms of Information Quality, Systems Quality and

Service Quality when grouped according to Age 54

Table 3-D. Difference in the Level of Document Tracking System Utilization

Practice in Terms of Information Quality, Systems Quality and

Service Quality when grouped according to Highest Educational

Attainment 57

Table 4. Relationship in the Level of Document Tracking System Utilization

Practice in Terms of Information Quality, Systems Quality and Service

Quality 59
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LIST OF FIGURES

Page

Figures 1. Document Tracking System of Administrative Personnel of ISATU

as influenced by certain facts 8

Figures 2. DeLone and Mclean IS Success Model from 1992 18

Figures 3. Updated DeLone and McLean’s IS Success Model 19