Académique Documents
Professionnel Documents
Culture Documents
APPROVAL SHEET
and VALORIE DAWN REBOSURA has been examined, accepted and recommended for
Oral Examination.
PANEL OF EXAMINERS
Accepted and approved in partial fulfillment of the requirements for the Degree of
BACHELOR OF Elementary Education- General Education.
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.
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.
DEDICATION
We would like to dedicate this research to God who made all things possible and who
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
Lastly, to all the students of College of Teacher Education who shared their valuable
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.
TABLE OF CONTENTS
Page
COVER PAGE i
TITLE PAGE ii
CERTIFICATE OF ORIGINALITY iv
DEDICATION ix
ACKNOWLEDGMENT x
ABSTRACT xi
LIST OF TABLES xv
Chapter
Introduction 1
Hypothesis 9
Definition of Terms 11
AND STUDIES 13
3 METHODOLOGY 26
Research Setting 26
Research Design 26
Research Instruments 27
Research Protocol 28
Statistical Techniques 39
INTERPRETATION OF DATA 30
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
LIST OF FIGURES
LIST OF PLATES