Service Quality of the University of Baguio School of Teacher Education


Rhoda Basco-Galangco, PhD


This study evaluated the service quality of the University of Baguio School of Teacher Education (STE) along the areas of curriculum relevance, clientele satisfaction on certain aspects of the school’s operation, and its performance level along key areas identified by the National Assessment and Accreditation Council of India (NAAC) and the Commonwealth of Learning of Canada (COL). This study employed descriptive evaluative and descriptive survey designs. The evaluation tool was adopted from the Quality Indicators for Teacher Education which was answered by both teachers and students. There were 9 faculty members purposively chosen to answer the evaluation tool, and 59 STE graduates who answered the evaluation and survey questionnaires. Informal interviews and documentary analysis were done to explain the data obtained from the tools. Analyses of the findings reveal that the teacher education curriculum is very much relevant in terms of course offerings, professional subject offerings, and school activities. Among the school activities, Tribute to the Seniors obtained the highest weighted mean while club/organization activities obtained the lowest. The students were generally satisfied with the key areas of instruction, policies and procedures in the school, organization management, infrastructure and learning resources and student support and progression, collectively. Instruction and policies and procedures in the school were the only key areas the students were very much satisfied with. The STE performed very satisfactorily in curriculum design and planning and curriculum transaction and evaluation and satisfactorily in the areas of research, development and extension, infrastructure and learning resources, student support and progression, and organization management. The STE’s performance, however, failed to meet the standards of quality set by the NAAC and COL.

Key words: Service quality, curriculum, relevance, performance level, satisfaction