Satisfaction Survey of a State University among its Clients
DOI:
https://doi.org/10.69569/jip.2024.0308Keywords:
Customer satisfaction, Service quality, State university, Highly urbanized city, Descriptive designAbstract
This study aimed to determine the customer satisfaction of a state university in a highly urbanized city. Specifically, it aimed to answer the level of customer satisfaction when grouped according to tangible reliability, responsiveness, and empathy. When grouped according to age, sex, types of participants, and types of services availed. The research utilized the descriptive design. The study's participants were the local clients of a state university in a highly urbanized city. A researcher-made survey questionnaire was used to collect information, and the answers to these questions constitute the data and information collected from 384 participants. The researchers used stratified random sampling to identify 310 student clients and quota convenience sampling to identify 74 clients other than the students who had received services from the state university. The statistical tools used to treat and analyze the gathered data were the frequency count, mean, Kruskal Wallis, and Mann-Whitney U test. The study result showed that the customers were very satisfied with the state university’s services in terms of tangible, reliable, responsive, and empathetic services. Student customers were very satisfied with the BSMA, BSA, BSOA, AEP programs, and BSE and BSBA programs. Customers other than students like alumni, faculty, SK, and Barangay officials, as were the parents, were very satisfied. Age and sex do not influence customer satisfaction, while the type of participants and services availed influence customer satisfaction.
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