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Liceo de Cagayan University College of Teacher Education Page iii

APPROVAL SHEET

This thesis entitled, SATISFACTION OF THE STUDENTS AND PARENTS OF THE

COLLEGE OF TEACHER EDUCATION ON THE SERVICE QUALITY

DIMENSIONS, in partial fulfillment of the requirements for the degree Bachelor of

Elementary Education major in General Education by ILDE H. BATISTIL, HANNAH

MARIE L. BORJA, REZIEL M. DIVINAGRACIA, REYNA BENNEATH M. MUGOT

and VALORIE DAWN REBOSURA has been examined, accepted and recommended for

Oral Examination.

AZEL M. VALLE, MA. Ed.


Adviser

PANEL OF EXAMINERS

Approved by the committee on Oral Examination with the grade of .

MA. FE D. OPINA, EdD


Chairman

LESLEY C. LUBOS, Ph.D JOLLY D. PUERTOS, MST-Chem


Member Member

Accepted and approved in partial fulfillment of the requirements for the Degree of
BACHELOR OF Elementary Education- General Education.

Date of Final Defense March 16, 2018


MA FE D. OPINA, EdD
Dean, College of Teacher Education
Liceo de Cagayan University College of Teacher Education Page iv

Certificate of Originality

I hereby declare that this submission is my own work and that, to the best of my
knowledge and belief, it contains no material previously published or written by another
person nor material to which to a substantial extent has been accepted for award of any other
degree or diploma of a university or other institute of higher learning, except where due
acknowledgement is made in the text.

I also declare that the intellectual content of this thesis is the product of my work,
even though I may have received assistance from others on style, presentation and language
expression.

Signature of advisee over printed name Date

Signature of advisor over printed name Date


Liceo de Cagayan University College of Teacher Education Page v

GRAMMARLY TEST REPORT

(SCANNED Copy of Grammarly Test Report)


Liceo de Cagayan University College of Teacher Education Page vi

PLAGIARISM DETECTOR REPORT

(SCANNED Copy of Plagiarism Detector Report)


Liceo de Cagayan University College of Teacher Education Page vii

ENGLISH WRITING READABILITY

(SCANNED Copy of English Writing Readability)


Liceo de Cagayan University College of Teacher Education Page viii

English Editing Certification Form

This is to certify that I have edited this thesis manuscript entitled

SATISFACTION OF THE STUDENTS AND PARENTS OF THE COLLEGE OF


TEACHER EDUCATION ON THE SERVICE QUALITY DIMENSIONS

Prepared by

Ilde H. Batistil
Hannah Marie L. Borja
Reziel M. Divinagracia
Reyna Benneath M. Mugot
Valorie Dawn Rebosura

and have found it thorough and acceptable with respect to grammar and composition.

IGNATIUS JOSEPH N. ESTROGA, EdD


Signature over printed name

May 31, 2018


Date
Liceo de Cagayan University College of Teacher Education Page ix

DEDICATION

We would like to dedicate this research to God who made all things possible and who

sustained us throughout this semester.

We also dedicate this to our parents and beloveds who have been the source of our

motivation and for giving us support especially in financial matters in putting up this

research.

Most especially, to our research adviser, Mr. Azel M. Valle, who constantly guided us

and for not giving up on us.

Lastly, to all the students of College of Teacher Education who shared their valuable

time in answering our questionnaires.


Liceo de Cagayan University College of Teacher Education Page x

ACKNOWLEDGMENT

We would like to acknowledge all of the people who helped us progress toward the
completion of this paper:

Ma. Fe D. Opina, EdD, dean of the College of Teacher Education, for allowing the
researchers to pursue this study.

Azel M. Valle, MAEd the researcher adviser, for his effort extended to the
researchers in coming up this work.

The panel members, for critiquing our research and considering of our
shortcomings.

The respondents of the study, for their cooperation during data gathering.

The researchers of the study, for the time, effort and patience in making this study
possible.

The researchers’ parents, for their love, moral and financial support.

To the Almighty God, for His guidance that motivated us to finish this work.
Liceo de Cagayan University College of Teacher Education Page xi

ABSTRACT

The study aimed to determine the satisfaction of the students and parents of College
of Teacher Education on the service quality dimensions of the institution. Specifically, it
intended to determine the level of service quality of Liceo de Cagayan University in terms of
tangibility, responsiveness, reliability, and assurance; the level of satisfaction among the
students and parents; the relationship between service quality and students’ and parents’
satisfaction; and the dimension of service quality that contributes most to satisfaction. This
study further sought comments and suggestions from the respondents. A total of 244
students and 111 parents from the College of Teacher Education of the said institution were
considered as respondents. The study used a modified questionnaire from the work of
Parasuraman (1985). Weighted mean and multiple regression were used to answer specific
problems of the study. The study found out the following: the students rated satisfactory on
tangibility, reliability and responsiveness; and very satisfactory on assurance. The parents
rated all dimensions as very satisfactory. Second, there is a significant relationship between
the dimensions and satisfaction of the respondents. Lastly, the respondents mostly
commented on the cleanliness and the services rendered by the cashier.

Keywords: service quality, satisfaction, tangibility, services


Liceo de Cagayan University College of Teacher Education Page xii

TABLE OF CONTENTS

Page

COVER PAGE i

TITLE PAGE ii

APPROVAL SHEET iii

CERTIFICATE OF ORIGINALITY iv

GRAMMARLY TEST REPORT v

PLAGIARISM TEST REPORT vi

ENGLISH WRITING READABILITY vii

ENGLISH EDITING CERTIFICATION FORM viii

DEDICATION ix

ACKNOWLEDGMENT x

ABSTRACT xi

TABLE OF CONTENTS xii

LIST OF TABLES xv

LIST OF FIGURES xvi

LIST OF PLATES xvii

Chapter

1 THE PROBLEM AND ITS SCOPE 1

Introduction 1

Theoretical and Conceptual Framework 4


Liceo de Cagayan University College of Teacher Education Page xiii
Statement of the Problem 9

Hypothesis 9

Significance of the Study 10

Scope and Delimitations of the Study 10

Definition of Terms 11

2 REVIEW OF RELATED LITERATURE

AND STUDIES 13

Foreign Literature and Studies 13

Local Literature and Studies 23

3 METHODOLOGY 26

Research Setting 26

Research Design 26

Respondents and Sampling Procedure 27

Research Instruments 27

Research Protocol 28

Data Gathering Procedure 29

Statistical Techniques 39

4 PRESENTATION, ANALYSIS AND

INTERPRETATION OF DATA 30

5 SUMMARY, CONCLUSIONS AND

RECOMMENDATIONS 45

REFERENCES 48
Liceo de Cagayan University College of Teacher Education Page xiv
APPENDICES 54

A. Letter of Consent 54
B. Survey Questionnaires 57
C. Documentation 60
D. Curriculum Vitae 62
Liceo de Cagayan University College of Teacher Education Page xv

LIST OF TABLES

TABLE TITLE PAGE

1 Stakeholders’ Assessment on the Service Quality 30

of the School in terms of Tangibility

2 Stakeholders’ Assessment on the Service Quality 32

of the School in terms of Assurance

3 Stakeholders’ Assessment on the Service Quality 33

of the School in terms of Reliability

4 Stakeholders’ Assessment on the Service Quality 35

of the School in terms of Responsiveness

5 Summary Table on Stakeholders’ Assessment on 36

the Service Quality of the School

6 Level of Satisfaction among the Stakeholders 38

7 Test of Relationship between Service Quality 39

Assessment and Satisfaction

8 Multiple Regression Analysis between Independent 40


Variables and Stakeholders’ Satisfaction

9 Comments and Suggestions of the Stakeholders 42


Liceo de Cagayan University College of Teacher Education Page xvi

LIST OF FIGURES

FIGURE TITLE PAGE

1 Schema Diagram showing the relationship 8

between the independent and dependent variables


Liceo de Cagayan University College of Teacher Education Page xvii

LIST OF PLATES

PLATE TITLE PAGE

1 Data Gathering Procedure Documentation 60

2 Data Gathering Procedure Documentation 60

3 Proposal Defense Documentation 61

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