An Action Plan for the Service Quality on the Enrolment System of Pangasinan State University-Lingayen Campus

Abstract

This research aimed at applying the Service Quality Dimensions to determine the service quality of the enrolment system services and personnel services of Pangasinan State University-Lingayen Campus. This study examined the dimensions of personnel/s perceived service quality of enrolment system and students perceived service quality of registrar office, assessment office and cashier office. Service Quality Dimensions was used to measure the a) level of satisfaction of personnel/s on the enrolment system, and b) level of satisfaction of the students on the service quality provided by the personnel/s in registrar office, assessment office and cashier office. The general level of Satisfaction of the personnel in terms of expectations is satisfied. They are expectedly satisfied with accessibility, reliability, tangibility, security and responsiveness. In terms of perception, they are also satisfied with accessibility, reliability, tangibility, security and responsiveness. The general level of Satisfaction of the students in the service delivery of registrar office, assessment office and cashier office in terms of expectations is satisfied. They are expectedly satisfied with courtesy, responsiveness, competence, credibility, understanding, communication, accessibility, reliability, tangibility, and security. In terms of perception, they are also satisfied with responsiveness, communication and security in the service delivery of registrar office, and moderately satisfied with tangibility, reliability, competence, accessibility, courtesy, credibility and understanding. Students are also satisfied in the service delivery of assessment office with competence, communication, credibility and security, and moderately satisfied with tangibility, reliability, responsiveness, accessibility, courtesy, and understanding. Lastly, students are satisfied in the service delivery of cashier office with communication and security, and moderately satisfied with tangibility, reliability, responsiveness, competence, accessibility, courtesy, credibility and understanding. The quality of enrolment system service and personnel service can be enhanced by developing an action plan focused on personnel and students service to be use by Pangasinan State University-Lingayen Campus.