Evaluation Of Student Support Services as A Basis for Quality Improvement in A University Setting: Case of Quezon City University

Abstract

Student satisfaction has become an important tool for assessing the quality of services and support provided by higher education institutions in the changing educational environment. Abstract This study examines the student satisfaction on services at Quezon City University (QCU) using inputs of four administrative offices such as Admissions & Registrar, Finance & Scholarship, Guidance & Counseling and Office of Student Affairs (OSA). By employing a comprehensive student satisfaction survey, the research uncovers the elements impacting satisfaction, pinpoints areas for actionable improvement, and recommends strategic interventions to enhance service quality. The methodology uses a mixed methods approach, integrating quantitative measures (e.g., weighted mean calculations, Net Promoter Scores, or NPS) with qualitative feedback. Data were collected from students across different academic years, which facilitates comparative analysis that may be able to identify patterns of temporal changes in satisfaction. Analysis outlines strengths and challenges to service delivery Students did say they appreciated current initiatives, but also identified responsiveness, communication and staff approachability as areas for growth. Data-driven student centered approaches, timely proactive communication followed by continuous feedback mechanisms implementation is essential. These involve ensuring people and services are more accessible digitally, that processes are not overly bureaucratic and that staff are trained in student engagement. Addressing these insights empowers QCU to better meet the diverse needs of its students, create a nurturing academic environment, and enhance its overall commitment to excellence. This research underscores the power of data-driven strategies to revolutionize the student experience, creating a more responsive and enriching experience at the university.