Abstract :

Administrative support offices shape students’ overall impression of a school, yet little local research has examined how records-office service quality relates to student satisfaction at the basic-education level. This study investigated the relationship between records office service quality and student satisfaction among Junior High School and Senior High School students of a private school in the Philippines. Anchored on the SERVQUAL model and the Expectancy-Disconfirmation Theory, the study measured service quality across five dimensions—tangibility, reliability, responsiveness, assurance, and empathy—and related these to overall student satisfaction. A descriptive-correlational design was used with a stratified random sample of 345 students who had transacted with the records office, using a validated survey questionnaire. Data were analyzed using weighted mean, standard deviation, Pearson product-moment correlation, and multiple linear regression. Results showed that service quality was rated High overall (M = 4.11), with assurance rated highest and reliability rated lowest, and that students expressed a High level of satisfaction (M = 4.12). All five dimensions correlated significantly and positively with satisfaction (r = .64 to .84, p < .001), leading to rejection of the null hypothesis. Regression analysis identified responsiveness and assurance as the unique, significant predictors of satisfaction, with the full model explaining 74% of the variance. Findings suggest that timely staff response and trustworthy, courteous service are the most efficient levers for improving student satisfaction with records-related services in private basic education institutions

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Keywords :

service quality, SERVQUAL, student satisfaction, records office, expectancy-disconfirmation theory, private basic education

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References :

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