Mary Grace P. Asistores and Romel C. Nemiño (Authors)
Abstract
The study examines how service quality drives student satisfaction to elevateexcellence in Hinatuan Southern College. Service quality dimensions are evaluated across assurance, communication, empathy, reliability, responsiveness, and tangibles. In contrast,student satisfaction components were evaluated through academic services, administrative services, campus environment, social services, and support services. In this study, the relationship between service quality dimensions and student satisfaction components is investigated. Moreover, this study also sought to answer which service quality dimension best predicts student satisfaction. Using a quantitative research design, 254students participated in the study. Findings revealed thatthe level of service quality dimensions gained an agree rating, while the extent of student satisfaction achieved a satisfiedrating. Meanwhile, statistical research employing Pearson’s correlation revealed a significant association between service quality and student satisfaction. These findings highlight the necessity of augmenting service quality to enhance the overall student experience and achieve the highest scale of rating. The report advocates for the creation of a strategic intervention framework to address the highlighted deficiency. This framework must prioritize enhancing staff training, among others, to guarantee ongoing institutional advancement and student achievement.
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Keywords: Service Quality, Student Satisfaction, Higher Education Institution, Hinatuan Southern College, Excellence