Student Satisfaction in Student Affairs and Services: Ordinary Least Squares Model Insights
DOI:
https://doi.org/10.11594/ijmaber.05.12.28Keywords:
Student Affairs and Services, OLS Model Analysis, Personnel Competency, Student SatisfactionAbstract
This research examines the factors influencing student satisfaction with the services offered by the Office of Student Affairs and Services (OSAS) at Cebu Technological University - Argao Campus. The study gathered data from 242 students using a survey questionnaire and used Ordinary Least Squares (OLS) model analysis to measure the impact of personnel competency and professionalism, service experience and interaction, and service commitment and environmental factors on overall satisfaction. The findings emphasize the significance of having knowledgeable, competent, and compassionate staff, as they suggest that personnel competency and professionalism greatly influences student satisfaction. The result also stresses the importance of service experience and interaction, indicating that higher education institutions should prioritize being responsive to student inquiries, providing a safe campus environment, and promoting open communication with students. Additionally, the study highlights the importance of environmental factors and service commitment, arguing that improving student satisfaction requires operational enhancements such as quicker service, easy navigation, and facility maintenance. Addressing these issues could lead to higher satisfaction levels, aligning with the university's goal of creating a welcoming and engaging learning environment
Downloads
References
Amoako, I., & Asamoah-Gyimah, K. (2020). In-dicators of students' satisfaction of quali-ty education services in some selected universities in Ghana. South African Jour-nal of Higher Education, 34(5), 61–72.
Aristovnik, A., Keržič, D., Ravšelj, D., Tomaževič, N., & Umek, L. (2020). Im-pacts of the COVID-19 Pandemic on Life of Higher Education Students: A Global Perspective. Sustainability, 12(20), 8438. https://doi.org/10.3390/su12208438
Ciobanu, A. (2013). The role of student ser-vices in improving the student experience in higher education. Procedia - Social and Behavioral Sciences, 92, 169–173.
Fletcher, M., & Sriram, R. (2024). The over-looked influence of advising and support-ing upon leadership in student affairs. Journal of Student Affairs Research and Practice, 1–19.
Fox, J. (2015). Applied regression analysis and generalized linear models (3rd ed.). Sage Publications.
Gervacio, M. O., & Pascual, J. M. (2019). Stu-dents’ awareness and satisfaction on stu-dent affairs and services. QSU Research Journal, 8(1).
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis. Hampshire, United Kingdom: Cengage Learning.
Ludeman, R. B. (2021). Student affairs and services in higher education: Emerging from the 19th and 20th centuries to the present. Journal of Higher Education Pol-icy and Leadership Studies, 2(4), 175–178. https://doi.org/10.52547/johepal.2.4.175
Micabalo, K. G., Cano, J. B., & Montilla, R. D. (2020). University performance satisfac-tion: A student experience in the Philip-pines. Asian Journal of Engineering and Applied Technology, 9(2), 29–35.
Pratiwi, C., Noor, I., & Rozikin, M. (2024). The influence of education personnel compe-tence on student satisfaction in educa-tional services in higher education. Indo-nesian Journal of Educational Research and Review, 7(2).
Salandanan, F. H., Buenvinida, L. P., & Bandoy, M. M. (2021). Predictors of the effective-ness and efficiency of student affairs and services (SAS) among higher education institutions (HEIs). International Journal of Management, Entrepreneurship, Social Science and Humanities, 4(2), 99–117.
Trowler, V., & Trowler, P. (2010). Student en-gagement evidence summary. The Higher Education Academy, 11(1), 1–15.
Wooldridge, J. M. (2013). Introductory econo-metrics: A modern approach (5th ed.). South-Western Cengage Learning.
Yanova, N. (2015). Assessment of satisfaction with the quality of education: Customer satisfaction index. Procedia-Social and Behavioral Sciences, 182, 566–573.
Yap, J. B. H., Hew, Q. L. T., & Skitmore, M. (2022). Student learning experiences in higher education: Investigating a quantity surveying programme in Malaysia. Con-struction Economics and Building, 22(1), 1–20. https://doi.org/10.5130/AJCEB.v22i1.7835
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See the Effect of Open Access).
