Demonstrating Students’ Satisfaction on Institutional Services Capacity: Community College Perspective

Abstract

This study assessed students’ satisfaction with the institutional service capacity of Buenavista Community College in terms of Registrar Services, Teaching Quality, and Physical Facilities as a basis for institutional improvement. The study was anchored on Stakeholder Theory, Systems Theory, Total Quality Management, the SERVQUAL/HEdPERF framework, Social Capital Theory, and Educational Effectiveness Theory. A descriptive-differential quantitative research design was employed involving 324 undergraduate students selected through stratified random sampling. Data were gathered using a modified student-centered Service Satisfaction Questionnaire with 30 indicators distributed across the three service domains and measured using a four-point Likert scale. The instrument underwent expert validation and pilot testing and obtained Cronbach’s alpha coefficients greater than 0.80. Data were analyzed using frequency, percentage, weighted mean, standard deviation, independent-samples t-test, and one-way analysis of variance at the 0.05 level of significance. Findings revealed an overall institutional satisfaction mean of 3.33 (SD = 0.47), interpreted as Highly Satisfied. Teaching Quality received the highest rating (M = 3.36, SD = 0.50), followed by Physical Facilities (M = 3.32, SD = 0.51) and Registrar Services (M = 3.31, SD = 0.49). No statistically significant differences in satisfaction were found according to age, gender, year level, enrolled program, or enrollment status. The major operational concerns were unstable campus Wi-Fi, delays in transcript processing, peak enrollment congestion, and inconsistent use of learning management systems. The study concluded that institutional services generally met student expectations but required continued improvement in digital infrastructure, registrar workflow automation, queue management, and faculty development. The study supports SDG 4 on Quality Education, SDG 16 on strong and responsive institutions, and, to a supporting extent, SDG 9 on infrastructure and innovation. Its sustainability contribution lies in strengthening educational, institutional, governance, and technological sustainability through evidence-based service improvement.