THE LEVEL OF STUDENTS’ SATISFACTION ON THE SERVICES OF

BICOL UNIVERSITY COLLEGE OF SOCIAL SCIENCES AND

PHILOSOPHY

Mary John A. Lomerio

Michael M. Conrado
Bicol University
College of Social Sciences and Philosophy
Daraga, Albay
+63 9072430593
(052) 483-4441
bu_cssp@yahoo.com

ABSTRACT: Client satisfaction occupies an „intermediate‟ step in establishing a

healthy culture for evaluation within a programme or a setting. Client satisfaction
surveys may provide the only means for clients to express concerns about the services
received, and to express their views about new services that are needed. Educational
institutions worldwide adopted this method to assess the refinement of policies and
procedures relating to the delivery of its services.

In this paper, the satisfaction level of students was gathered in relation to their
availment of two service areas, namely instruction and facilities, as delivered by Bicol
University College of Social Sciences and Philosophy as a service college. To investigate
further, the responses were grouped according to originating campus of the students and
each was compared so as to validate each individual responses.

This paper provides an assessment based on perception of the students, upon their
availment of said services, of the problems existing in the college and various solutions
on how to address them. The researchers also provided recommendations to further the
satisfaction level as well as to address said issues and concerns.

KEYWORDS: satisfaction, level of satisfaction, instruction, facilities, services,

BUCSSP

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 1
 C lient satisfaction occupies an
„intermediate‟ step in establishing a healthy
The BU Quality Policy states that,
“Bicol University commits to continually strive
for excellence in instruction, research, and
culture for evaluation within a programme or a
extension by meeting the highest level of
setting (World Health Organization, Client
clientele satisfaction and adhering to quality
Satisfaction Evaluation 1, Workbook 6, p.7-8).
standards” motivated the researchers in
Client satisfaction surveys may provide the only
pursuing this study.
means for clients to express concerns about the
The College of Social Sciences and
services received, and to express their views
Philosophy is a product of the implementation
about new services that are needed. It can
of the Bicol University Comprehensive
address the reliability of services, or the
Development Plan as approved by the BU
assurance that services are provided in a
Board of Regents through Resolution No. 072,
consistent and dependable manner and the
s. 2003. It was created through Board
responsiveness of services or the willingness of
Resolution No. 075, s. 2004 on September 10,
providers to meet clients or customer needs
2004 and started operating on January 1, 2005
(Ibid, p. 8).
under the authority of Administrative Order No.
Client satisfaction evaluations had been
236, s. 2004.
a method employed by many institutions to
Since the BUCSSP is primarily one of
assess the services they provide. Educational
the service colleges of Bicol University and in
institutions worldwide adopted this method to
its eight years of existence, it is high time to
assess the refinement of policies and procedures
assess the level of satisfaction of one of its
relating to the delivery of its services (AMEP
clientele who are the students.
National Client Satisfaction Survey Report
p.28).
OBJECTIVES: To achieve this goal, this
Although evidence of positive client
study worked in the realization of the following
satisfaction is not, in itself, sufficient to
objectives;
establish the effectiveness of treatment, as in the
1. To know the academic profile of the
case of patient satisfaction survey, it is worth
students availing of services along
knowing that client satisfaction assessments
instruction and facilities, specifically
may pave the way for a holistic improvement of
aiming to know their a. course and year
services offered as it does not only focus on one
level; b. college enrolled in; c. number
aspect, but rather in almost all areas concerned.
of subjects taken or currently taking at
Focusing on the academe and the great
BUCCSSP
importance of the role it plays in the society, it
2. To know the level of satisfaction on the
is imperative to evaluate them from time to time
services provided by BUCSSP along a.
to ensure that they maintain the standard they
instruction and; b. facilities.
have set in providing the services they offer.
3. To know the problems encountered
Student satisfaction can be a measure of
along the same areas and;
various things that is reflective of how the
4. To find out the perceived solutions in
system works. Although it may not be the most
order to address such problems
accurate measure of the effectiveness of the
encountered.
system, it is something to be reckoned with as it
forms the opinion of the clientele. It can even be
CONCEPTUAL FRAMEWORK: The study
a vital factor in attaining the ultimate goals of
focused on the level of satisfaction of first year
higher education.
and second year Bicol University students
The Bicol University is an educational
enrolled during the 2nd semester of school year
institution that has proven its mettle thru the
2011-2012 from the colleges of the main
years. Since its creation on June 21, 1969
campuses, currently taking General Education
through the passage of Republic Act 5521 it has
Subjects such as Philippine History, Rizal‟s
remained faithful to its commitment of being a
Life and Works, General Psychology, Asian
strong pillar for regional and national
and Western Civilization, Philosophy of Man,
development.

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 2
Logic, Ethics, Society Culture with Family Planning and Philippine Government and Constitution
offered in the College of Social Sciences and Philosophy, in terms of (a) instruction and (b)
facilities. Included were their academic profile such as course and year level, college enrolled in,
and subjects taken or currently enrolled in at the College of Social Sciences and Philosophy, the
problems they encountered while availing of these services and their recommendations to solve
these problems.
The result of the evaluation will serve as a feedback to the administration of the college and
its faculty members. It will inform the school management or administration of the output of their
implementation and be able to improve and develop their system of promoting and realizing their
plans. are concerned an as well as the different
responses from each college in terms of
Academic Profile of satisfaction and problems encountered to be
the students availing
the services of able to draw appropriate conclusions on the
BUCSSP said results.
The respondents of the study were first
year (1st) and second year (2nd) students of
Bicol University Main Campuses who took up
and/or currently taking up subjects offered by
Level of Satisfaction
on the services of the College of Social Sciences and Philosophy
BUCSSP in terms of during (2nd) second semester of school year
instruction and 2011 - 2012. Since there were a considerable
facilities number of respondents, the researchers used
the sampling method and proportionate method
to get the total number of respondents per
BUCSSP
college and year level. This study excluded
Problems Administration
encountered along FEEDBACK third year, fourth year and fifth year students
instruction and enrolled in the colleges in the main campus and
facilities first year to fifth year students enrolled in
satellite campuses of Bicol University namely
BUCAF, BUTC, Gubat Campus and Polangui
Campus.
Recommendations
to solve these The respondents were selected using the
problems
stratified proportionate sampling applying the
slovin formula.
Figure1. Conceptual Paradigm
RESULTS AND DISCUSSION:
METHODOLOGIES: For this study, the I. Profile of the students. Majority of
researchers utilized the descriptive survey the student respondents were 1st year students
method and comparative method of with 51.18% and while 48.82% were 2nd year
research. The descriptive type of research students. The students came from different
design by way of application or courses from each college. The data also
implementation of evidence recognizes provides that more than majority of the GEC
human facts and influences. The subjects being offered are taken up by the
researchers will use this research design student respondents which can be a
because it provides frameworks in attaining manifestation of the extent of their exposure to
the objectives and problems to be answered the services of the College of Social Sciences
by the researchers. The researchers also and Philosophy in terms of instruction and
utilized the comparative method in order to facilities. (Please see attached Annex A for
identify significant commonalities or corresponding table)
differences as far as the level of satisfaction
on the academic profile of the respondents

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 3
 II. Level of Satisfaction. The students
are moderately satisfied with the services of
the College of Social Sciences and Philosophy
along instruction and facilities with four point
zero six (4.06) and three point eighty-six
(3.86) respectively.
Instruction is a vital component and
one of the functions of the college under
study. It refers to the entirety of the methods,
medium, style and instruction capabilities of a
teacher to foster learning upon the students.
Culling from the individual responses of
students from each college, we can glean from
the data gathered that among the conditions
presented along instruction, students coming
from most colleges almost have the same level
of satisfaction that is reflective of the total
level of satisfaction along the area of
instruction which is moderately satisfied. This
further the implication that regardless of the
college where students are enrolled in and
whatever the level of satisfaction may be, they
express almost the same sentiment which
might imply that they have almost the same
expectation on the services of CSSP along
instruction.
The quality and adequacy of the
physical plant and facilities of a learning
institution determine to a large extent the
successful implementation of its curricular
programs. These include the school site,
campus, building, and other physical
infrastructures, equipment and services that
implement institutional and program
effectiveness. A closer look into the different
responses of the students according to the
colleges they are enrolled in, it is notable that
the responses are diverse and do not
necessarily form an entirely common
sentiment that lead to the over-all satisfaction
rating with regards to facility. It can be
implied from this that in terms of services on
facilities, the students have different
expectations, as manifested from the diverse
responses presented by the table. (Please see
attached Annex B for corresponding table)
III. Problems Encountered. The
students are most concerned along the area of
instruction with regards on the condition that
teachers do not extend extra effort in helping
the slow learner as well as with the presence
M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP
of terror professors in the college with one
hundred forty nine (149) and one hundred
forty eight (148) responses respectively.
Along facilities, students said that there is
an absence of safe, accessible, and
satisfactory cafeteria/ canteen and that
students lounge and kiosks are not well
maintained with hundred seventy-nine
(179) and one hundred sixty three (163)
responses respectively.
Along the area for instruction, the
data implies that students are most
concerned on the methodology employed
by the faculty member in teaching and
discussing the lessons. While along
facility, the data might imply that in terms
of the classrooms and the buildings,
students‟ expectation are somewhat met
while they were mostly concerned with the
services provided in the canteen. Also, the
idea that these students are concerned with
the student kiosk and lounge may be
attributed to the fact that since these
students are only visiting from other
colleges, they do not have their own room
to stay before their classes, thus, they go to
the students lounges to stay there. (Please
see attached Annex C for corresponding
table)
IV. Recommendations. Along
instruction, students suggested that
professors should be sent to trainings to
update their teaching strategies and to
provide sanction for non-compliance of the
policy on submission of grades with two
hundred sixty nine (269) and two hundred
thirty (230) responses respectively. Along
facilities, students said that toilets must be
given priority not only during accreditation
but every day as well as to install safe
drinking fountains with two hundred
seventy- seven (277) and two hundred
thirty two (232) responses respectively.
Along instruction, most students
seek improvement in the teaching
strategies of the professors more than their
strict observance of the Code of Conduct
and Ethical standards. The students also
suggested for sanction to be implemented
on professors for late submission of grades.
This data reflects the concern of most
students, specifically those availing
4
 of the academic scholarship program of the
university, as well as those graduating
students who are in need of their certificate
of grades as a requirement for these
purposes. While on facilities, data implies a
general point of view coming from the
students which urges for the improvement of
services along the area of comfort rooms of
the college. Furthermore, this data is also
supported by the data found in table 2.B
which provided for a considerably low level
of satisfaction when it comes to the
conditions on the comfort rooms. In this
context, the suggestion cannot be assumed to
be based only on personal biases of the
respondents but might imply the actual
situation occurring in the provision of
services along facility, specifically on the
area of comfort rooms as provided by the
college. (Please see Annex D for
corresponding table).
CONCLUSIONS: All Bicol University
students irrespective of their courses, coming
from the different colleges in the main
campus all take subjects from the College of
Social Sciences and Philosophy since the
college is a service college for general
education subjects, thus they have more or
less the same exposure when it comes to the
availment of the services offered by the
College of Social Sciences and Philosophy
during their first two year stay in the
university.
There is a collective response from
among the students from the different
colleges in terms of their level of satisfaction
along instruction. In terms of facilities,
majority of the students serviced by the
college were also moderately satisfied but
there was a diverse response coming from
each individual college where some colleges
had satisfied level of satisfaction in some
areas and others did not.
The problems encountered by the
students from among the different colleges
along instruction are diverse. Some problems
were common to some colleges but there
were problems that are exclusive only to
certain colleges which reflect that each
college have different needs and expectations
on the services provided. In terms of
problems encountered along facilities, most
students form the different colleges
M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP
encountered the same problems, thus,
manifesting that in terms of facilities the
demands do not vary that much regardless
of college enrolled in.
The recommendations of the students
were reflections of their desire for a more
effective and efficient delivery of services
both in terms of instruction and facilities
provided by the College of Social Sciences
and Philosophy.
RECOMMENDATIONS: In response to
the foregoing findings and solutions, the
researchers firmly believe that The
BUCSSP administration must reinforce
clientele satisfaction surveys as this is an
effective feedback mechanism to evaluate
the responsiveness of the students on the
services provided by the College along
instruction and facilities through suggestion
boxes and other means. It may also initiate
dialogues between these non-CSSP students
and the faculty members to get their
feedbacks and make them feel that although
they do not form part of the college
studentry, they can voice their concerns
without censorship and consequent
punishment.
The Administration may also
consider adding budget to the allowable
expenses of faculty members to attend
seminars and trainings to improve their
teaching strategies as well as enact policies
that would look into the non-academic
functions of the faculty members such as
submission of grades to protect the interest
of the students.
Finally, future researchers may
conduct researches to answer the possible
questions raised by this study especially in
terms of the comparison between the levels
of satisfaction among the different colleges.
They may also initiate researches to know
the course of action taken the by college
administration as a response to this research
undertaking.
5
 ANNEX A

Table1. Respondents Academic Profile, BUCSSP

College enrolled in to No. of subjects
Number Total number currently
Course and year of of students- enrolled in or
students respondents taken per
college
Institute of Physical Education, BPE 1 5 10 6
Sports and Recreation
BPE 2 5
College of Arts and Letters AB ENGLISH 1 22 43 8

AB ENGLISH 2 21
College of Business, Economics and BSA 1 35 68 9
Management
BSBA-OM 2 33
College of Education BSED 1 31 64 8
BSED 2 33
College of Engineering BSEE 1 27 58 6
BSEE 2 26
College of Industrial Technology BSMT1 29 55 7
BSIE 2 26
College of Nursing BSN 1 7 15 8
BSN 2 8
College of Science BSBIO 1 19 38 6
BSCHEM 2 19
College of Social Sciences and ABPS 1 20 35 9
Philosophy
ABPS 2 15

TOTAL 1st year students 195

381

2nd year 186

students

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 6
 ANNEX B

Table2A. Level of Satisfaction along Instruction, BUCSSP

Average Adjectival
Conditions along Instruction weighted Description
mean
1. The faculty members demonstrate skills and competencies in the knowledge/ mastery of the
subject matter. 4.28 MS
1. The faculty members have proficiency in the use of the language of instruction. 4.13 MS
2. The faculty members are aware of the latest trends, researches and issues related to the subject 4.2 MS
matter.
3. They integrate values and work ethics in the teaching-learning process. 4.08 MS
4. They are initiative and resourceful in the different instructional processes and utilize ICT 3.68 MS
resources in the enhancement of the teaching-learning process.
5. They show sense of responsibility though regular and prompt attendance in class, observance 4.17 MS
of proper decorum and prompt submission of grades.
6. They provide a copy of MS the syllabus to each student and discuss this at the beginning of 4.01 MS
each class.
7. The classroom instruction is enriched through symposium, seminars, workshops, fieldtrips and 3.49 S
learning visits.
8. The course requirements contribute to quality and independent study. 3.93 MS
9. The teaching strategies stimulate the development of the students‟ critical and analytical 4.12 MS
thinking and independent learning.
10. The prescribed textbook and other related reference materials are of recent edition and reflect 4.07 MS
recent trends, issues, and context related to the subject.
11. They evaluate students‟ performance through quizzes, midterm and final examinations, 4.35 MS
projects and term papers.
12. They return to students‟ course and test requirements after results are checked, reviewed and 4.00 MS
analysed.
13. Attendance of students are recorded and used for monitoring and guidance purposes. 4.35 MS
14. Classroom discipline is maintained in consonance with democratic processes. 4.09 MS
TOTAL 4.06 MS

Table 2B. Level of Satisfaction along Facilities, BUCSSP

Average Adjectival
Conditions along Facility weighted Description
mean
1. The college is accessible by public transportation and has satisfactory roads and pathways. 3.84 MS
2. Covered walks are provided to protect the students from inclement weather. 3.54 MS
3. There is traffic safety in and out the campus. 3.54 MS
4. There are well maintained toilets and lavatories with facilities separate for men and women. 2.96 S
5. The buildings are clean and well maintained. 3.50 S
6. Bulletin boards, display boards, waste disposal containers and other facilities are strategically 3.63 MS
located inside the building.
7. The classrooms are sufficient and meet the standard specifications size. 3.89 MS
8. The classrooms are well-lighted and ventilated, with good acoustic. 3.96 MS
9. The classrooms are provided with chairs, chalkboards/whiteboards and other needed furniture 4.02 MS
and supplies.
10. The classrooms are well-maintained and kept clean. 3.79 MS
11. The college has a conference hall, students‟ lounge, school clinic, and canteen that are well- 3.87 MS
lighted, ventilated and clean.
12. The library is strategically located and accessible to students. 3.92 MS
13. The library is well-lighted, well-ventilated and the atmosphere is conducive to learning. 3.89 MS
14. The library has books and reading materials that are of current edition. 3.89 MS
15. There is an area for extensive outdoor educational activities. 3.73 MS
TOTAL 3.86 MS

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 7
 ANNEX C

Table 3A. Problems Encountered along Instruction, BUCSSP

Total Rank
Problems Encountered Frequency
1. Insensitive, incompetent and irresponsible faculty members. 83 7
2. The faculty members have difficulty in using the language of instruction. 44 12
3. Do not extend extra effort in helping the slow learner to cope-up with the lessons. 149 1
4. Faculty members do not exhibit the required knowledge and skills or mastery of the subject
42 13
matter being taught.
5. Professors always come to class late and exhibit habitual absenteeism. 112 3
6. Obsolete and ineffective teaching strategies. 85 6
7. Professors are too bookish and cannot integrate practical circumstances to the subject being
72 9
taught.
8. Absence of interactive discussion. 86 5
9. Terror professors. 148 2
10. Late submission of grades. 87 4
11. Absence of student-professor rules (such as respect, punctuality, and superiority). 58 10
12. Professors do not integrate values and ethics in the teaching-learning process. 51 11
13. The faculty members are not aware of the latest trends, researches, and issues related to the
35 14
subject matter.
14. Prescribed textbooks are not available in the library nor in the local bookstores. 75 8

Table 3B Problems Encountered along Facilities, BUCSSP

Total Rank
Problems along Facility Frequency
1. Unorganized structure of the campus. (Impractical and disorganized location of offices) 149 5
2. The services provided by the clinic are often times not felt by the students. 146 6.5
3. Student lounge and kiosks are not well-maintained. 163 2
4. The campus is not clean, garbage is all over the place and waste disposal containers are always
114 11
overflowing with garbage due to lack of maintenance aide (janitor).
5. Absence of covered walks to protect the students from bad weather and connects buildings. 146 6.5
6. Toilets are not maintained, no water and foul smelling. 137 8
7. Congested entrance and exit between classrooms. 134 9
8. Narrow corridors, doorways and alleys. 109 12.5
9. The library lacks books and reading materials that are of current edition. 156 3
10. Absence of potable water source. 109 12.5
11. The area for outdoor educational activities is near the classrooms that whenever there is an
129 10
activity the classes are disturbed.
12. Classrooms are insufficient and not spacious enough to accommodate students. 153 4
13. Classrooms are not well ventilated, well lighted and with good sound. 104 14
14. Absence of safe, accessible, and satisfactory cafeteria/canteen. 179 1

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 8
 ANNEX D

Table 4A. Recommendations along Instruction, BUCSSP

Total Rank
Recommendations Frequency
1. Hire competent and responsible faculty members. 100 6
2. Strict and regular evaluation of faculty performance must be done. 138 5
3. Faculty members must conduct remedial classes for slow learners. 203 4
4. Encourage faculty members to pursue graduate studies in line with their specialization. 92 8
5. Monitor attendance of faculty members by assigning a regular checker and providing sanction. 206 3
6. Send professors to trainings to update their teaching strategies. 269 1
7. Assign professors to subjects that are in line with their specialization. 71 12
8. Encourage independent learning of students. 75 11
9. Provide a dialogue between student and professor as a medium of open line communication. 70 13
10. Provide sanction for non-compliance of the policy on submission of grades. 230 2
11. Professor must be vigilant in observing the student-teacher relationship especially inside the
87 9
classroom.
12. Professors must strictly observe the Code of Conduct and Ethical Standards. 54 14
13. Faculty members must be required to attend a continuing education so as to update them with
99 7
latest trends and issues.
14. Instructional materials must be developed by faculty members to effect better instruction. 80 10

Table 4B Recommendations along Facilities, BUCSSP

Total Rank
Recommendations Frequency
1. Review future building plans and provide proper labels for buildings and offices. 178 6
2. Assign competent clinic staff and intensify the promotion of the services offered. 145 9
3. Rehabilitation of student lounge and kiosk must not only be during accreditation. 210 3.5
4. Hire additional maintenance aide (janitor). 195 5
5. Provide covered walks that will connect the buildings and protects students from bad weather. 210 3.5
6. Toilets must be given priority not only during accreditation but every day. 277 1
7. Impose strict building entrance and exit policy. 103 14
8. Impose rules on “NO BY-STANDING” at the corridor, doorways and alleys. 139 10
9. Library services must be improved by updating library holdings. 124 13
10. Install safe drinking fountains. 232 2
11. Activities must be done in place where there is less number of affected classes. 148 8
12. Provide additional classrooms. 134 11
13. Classrooms maybe improved from income generated resources and community parent academe
126 12
team-up
14. There should be regular maintenance and evaluation of cafeteria/canteen. 172 7

M. J. A. Lomerio│M. M. Conrado
The Level of Students Satisfaction on the Services of BUCSSP 9