Parental Satisfaction with University Services in a Philippine Private University
DOI:
https://doi.org/10.69569/jip.2025.650Keywords:
Parents' satisfaction, Philippines, Service quality, University basic educationAbstract
Parental perceptions and satisfaction have increasingly been recognized as critical indicators of educational quality in higher education, particularly in basic and secondary education, where both academic instruction and student welfare are essential to holistic development. Understanding how parents perceive various aspects of the learning environment provides valuable feedback on institutional effectiveness and identifies areas for improvement in both academic and administrative processes. This study was conducted to evaluate parental satisfaction with the services of a Private University in Mandaue City, Philippines, focusing on the five service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Employing a descriptive-correlational design, data were collected from 200 parents from grades 4 to 10 using a structured questionnaire. Statistical analyses included frequency counts, weighted means, chi-square tests of independence, and multiple regression analysis. The findings revealed that parents were generally satisfied, with the highest ratings in tangibility, assurance, and empathy, while responsiveness and reliability, though slightly lower, remained positive. Income and gender significantly influenced satisfaction across specific dimensions. The study concluded that parental satisfaction is multidimensional and requires continuous attention to administrative efficiency, effective communication, infrastructure maintenance, and student welfare. A key contribution of this research is the insight that parents' perspectives provide a comprehensive understanding of service quality in higher education, extending beyond student-focused evaluations and emphasizing the importance of stakeholder engagement in institutional development.
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