Authors
Ma. Lida A. Solano, PhD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Christian George F. Acevedo, MAT*
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Email: Cgfacevedo@capsu.edu.ph
Emmanuel D. Dayalo, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Ace D. Barredo, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Joel C. Villaruz, PhD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Remar D. Apolinario, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Nedy S. Coldovero, PhD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Vicmar B. Solano, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Dirk Diestro, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Miraluna T. Sabid, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Mary Grace B. Galagate, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Christie T. Tanalgo, EdD
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Jairus Vincent Paul Sinson
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Mary Therese Gaile Solano
Capiz State University – Main Campus
Roxas City, Capiz, Philippines
Abstract
Higher education institutions are expected to provide not only quality academic instruction but also comprehensive student support services that promote the holistic development of learners. This study assessed the level of student satisfaction with the services offered by the Medical and Dental Clinic, Guidance Office, and Office of Student Affairs at Capiz State University Roxas City Main Campus. Anchored on the SERVQUAL model of service quality, the research employed a descriptive survey design and purposive sampling to select 266 students who had availed services from the three offices. Data were collected using a researcher-made Client Satisfaction Questionnaire and analyzed using mean scores, frequency counts, and percentages. Findings revealed that students were generally satisfied with all three service units. The Guidance Office received the highest overall satisfaction, followed by the Office of Student Affairs and the Medical and Dental Clinic. Professionalism, competence, approachability, and responsiveness of staff were consistently identified as major strengths across the offices. Quality and relevance of services were also positively evaluated. Areas for improvement included accessibility, convenience, and communication regarding available services, suggesting opportunities to enhance service delivery and awareness. The study highlighted the complementary roles of the three offices in supporting students’ physical health, emotional well-being, and engagement in campus life, contributing to holistic student development. Recommendations include improving communication strategies, expanding programs and services, enhancing accessibility through flexible schedules and digital platforms, and maintaining high standards of staff professionalism and responsiveness. These measures aim to strengthen the institution’s student support system and foster greater student satisfaction, engagement, and success.
Keywords: Student satisfaction, Student support services, Medical and Dental Clinic, Guidance Office, Office of Student Affairs, Higher education, SERVQUAL model
*Corresponding author
DOI: http://doi.org/10.69651/PIJHSS0501835
Recommended citation:
Solano, M. L. A., Acevedo, C. G. F., Dayalo, E. D., Barredo, A. D., Villaruz, J. C., Apolinario, R. D., Coldovero, N. S., Solano, V. B., Diestro, D., Sabid, M. T., Galagate, M. G. B., Tanalgo, C. T., Sinson, J. V. P., & Solano, M. T. G. (2026). Client satisfaction with student affairs services of Capiz State University – Roxas City Main Campus: Basis for service quality enhancement. Pantao (The International Journal of the Humanities and Social Sciences) 5 (1), 9404-9421. http://doi.org/10.69651/PIJHSS0501835
Read the full text
References
Elegado, H., Deligero, Y., & Lantita, A. (2024). Level of satisfaction on student-related services amid the pandemic.
Maslang, K. L., Baguilat, I. D., Mania, E. N., Damayon, S. B., & Dacles, D. D. (2021). Student services awareness and satisfaction in a private higher education institution amid the pandemic.
Musandiwa, J., & Rikhotso, S. (2024). Assessment of customer satisfaction in higher education institutions using the SERVQUAL model.
Nguyen, C. H. (2022). Factors affecting student satisfaction with higher education service quality.
Zhou, B., Rungruang, P., & Rojprasert, S. (2023). Service quality affecting students’ satisfaction of student affairs offices in universities.