by
Ms. Paciencia S. Calpito, BSMT
ABSTRACT
This study probed the students’ view on the strategy-supportive activities of the different departments of the University. The study delved into the experiences of the respondents as they dealt with the various departments. Patterns on customer satisfaction were formulated from the responses vis-àvis the questions on satisfaction and dissatisfaction. Three patterns were identified namely, the friendliness and helpfulness of the individuals who deliver the services; the effectiveness and efficiency in the delivery of services; and the transparency in the allocation of their fees, as well as in the bureaucracy of certain departments. From these patterns, generic activities that could be implemented in all departments were then formulated. Such activities include intensive training of service deliverers, particularly the Students Assistants, on Quality Customer Service; stringent control and monitoring of the activities and personnel through the supervision of the superiors; and open communication lines through general or student assembly led by Department/ College Heads to explain student fees, purchasing of equipment, coverage of scholarship grants, the necessity of a certain degree of bureaucracy in some departments, and standard operating procedures and/or services of these departments. The implementation of the above generic activities is strongly recommended to set greater customer satisfaction over both teaching and non-teaching departments.
Source: UB Research Journal, Vol. XXXI, No. 1, January – June 2007
