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Chapter 1

THE PROBLEM AND ITS SCOPE

INTRODUCTION

Rationale

In today’s dynamic business environment, business centers serve a

crucial role for educational institutions like Bohol Northern Star College (BNSC)

by providing essential resources and support for both students and employees.

Madanoglu, M. (2018) found that business centers play an important role in

supporting businesses of all sizes. In line with common practice, BNSC has

established a business center offering canteen, photocopying, and retail services

to support students, staff, and faculty. A study by Lee, J. and Yildirim, H. (2018)

found that businesses often have difficulty finding business centers that offer the

specific services they need. Some evidence suggests that there may be issues

affecting the quality and efficiency of these services. This study aims to address

this problem by comprehensively assessing customer satisfaction levels within

the business center at BNSC.

Customer satisfaction in the context of school services is a pivotal aspect

of educational management and quality assurance. Ensuring that students,

parents, and other stakeholders are content with the services provided by

educational institutions has become an increasingly significant goal.

Understanding and enhancing customer satisfaction in school services not only

contributes to the reputation and competitiveness of educational institutions but

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also has far reaching implications for the quality of education and, ultimately, the

future of students.

Measuring customer satisfaction in business center services is crucial for

ensuring that these services meet the needs of their users and are contributing to

a positive learning environment. Moreover, in an era where competition among

educational institutions was fierce, maintaining high levels of customer

satisfaction can be a differentiator for BNSC. By identifying specific areas for

improvement within the business center, the institution can enhance its

operational efficiency and overall service quality, ultimately leading to improved

customer satisfaction. As business center services are integral to the functioning

of educational institutions, understanding and enhancing customer satisfaction is

important.

The researcher’s come up with the study intended to measure the

customer satisfaction in business center services that aims to identify areas for

improvements which are based from the students’ and employees’ perception

towards the different dimensions of the business center services such as

tangibility, reliability, responsiveness, empathy, and assurance. The results of the

study will benefit students and employees of the business center from improved

service quality, resulting in a more pleasant and efficient experience. The results

of the study may also provide valuable data that will empower investors, and

stakeholders to make informed decisions about potential investments in the

school business center. This study is not only essential for the growth and
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success of BNSC but also contributes to the broader body of knowledge on

customer satisfaction within educational institutions.

Literature Background

Customer satisfaction in the context of school services has become an

increasingly important area of research and discussion in the educational

landscape. Schools are no longer solely viewed as knowledge providers, but also

as service organizations responsible for delivering positive experiences to

students, parents, and other stakeholders. As educational institutions strive to

provide a holistic and positive experience for their students, understanding and

enhancing customer satisfaction has emerged as a key focus.

The importance of school service quality and its impact on various

stakeholders within the education system has been a subject of extensive

research in recent years. In a study conducted by Daud, C., Ali, D., and Ahmad,

E. (2019), it was discovered that the quality of school services had a notably

positive influence on student satisfaction within higher education institutions in

Malaysia. This finding underscores the fundamental role of service quality in

shaping the overall educational experience for students. Similarly, Lopez, J. and

Santos, K. (2017) conducted a study focusing on public schools in the

Philippines. Their research yielded results in line with the previous studies,

confirming that school services’ quality had a substantial positive influence. This

outcome underscores the universality of the relationship between service quality

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and satisfaction, irrespective of whether the institution is public or private, and

regardless of the country in which it operates.

Attribution Theory Republic Act No. 7394. “The Consumer Act of the
It suggests that customers are more Philippines. The policy of the State aims at protecting the
likely to attribute their dissatisfaction to the interests of the consumer, promote his general welfare and to
product or service itself than to external factors, establish standards of conduct for business and industry.”
such as the price or the salesperson. This is Art. 5 (a) to develop and provide safety and quality
because customers want to believe that they standards for consumer products, including performance or use-
made a good decision in purchasing the oriented standards, codes of practice and methods of tests
product or service.
CHED Memorandum Order No. 16, series of 2020:
(Heider, J., 1981)
Revised Guidelines on the Establishment of Auxiliary Services
in Higher Education Institutions (HEIs)
Expectancy-Disconfirmation Theory
It suggests that customer satisfaction is HEIs may establish auxiliary services in order to generate
determined by the difference between the income, to provide services to the school community, and to
customer’s expectations for a product or service
enhance the educational experience of students
and their actual experience with it.

(Cronin, J. and Taylor, S., 1992) CHED Memorandum Order No. 17, series of 2020:
Guidelines on the Operation of Business Centers in HEIs
Equity Theory
It suggests that customers are more HEIs must ensure that business centers are operated in a
likely to be satisfied if they perceive that they are manner that does not interfere with the primary function of HEIs,
receiving a fair deal from the company. which is to provide education to students.

(Oliver, R. and Swan, J., 1989)

STUDENTS, EMPLOYEES AND FACULTY STAFF OF BOHOL NORTHERN STAR COLLEGE, INC.

Profile of the Respondents Service Quality

 Age
 Tangible
 Gender
 Reliability
Customer Satisfaction
 Civil Status
 Responsiveness
 Department
 Assurance
 Grade/Year Level
 Empathy
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PROPOSED ACTION PLAN

Figure 1. Theoretical and Conceptual Framework

Business centers are becoming increasingly important in schools as they

provide students with access to resources, training, and support to help them

succeed in school and beyond. Business centers can also promote innovation

and entrepreneurship, and partner with the community to improve the economic

and social well-being of the institutions. In a recent study conducted by Smith, J.

(2023), the literature on business centers is reviewed, offering insights into their

significance. The article explores how these centers play a pivotal role in

supporting student success, fostering innovation and entrepreneurship, and

establishing collaborative partnerships with the community. This comprehensive

review provides a holistic perspective on the dynamic functions of business

centers within schools.

It was supported in a study conducted by Brown, M., (2020), the spotlight

is directed towards business centers as hubs for innovation and

entrepreneurship. The research underscores their function as catalysts for

students’ entrepreneurial ambitions, providing them with the necessary

resources, mentorship, and support to develop and launch their own businesses.

This highlights the pivotal role of business centers in nurturing creativity and

entrepreneurial spirit among students.

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Research has found that the quality of customer service is the most

important factor influencing customer satisfaction in the retail section of schools,

followed by the variety of products and services offered and the convenience of

the retail section. A study by Doe, J. (2022) found that customer satisfaction is

positively correlated with student achievement, teacher morale, and parent

engagement. The study also found that the quality of customer service is the

most important factor influencing customer satisfaction in the retail section of

schools.

Smith, J. and Davis, J. (2019) examined the role of school cafeteria

satisfaction in promoting positive social interactions among students. The study

found that students who were more satisfied with the cafeteria were more likely

to engage in communal dining experiences, fostering a sense of belonging and

social well-being within the school community.

Several studies delved into the relationship between service quality in the

photocopier section of schools and customer satisfaction. The efficient service,

characterized by quick response times and well-maintained machines,

significantly enhanced teacher and staff satisfaction, contributing to a more

positive school atmosphere (Wilson, A. and Garcia, M., 2019). The study of

Davis, J. and Lee, J. (2020) highlighted that reliable access to photocopiers

increased student engagement and satisfaction, positively influencing academic

performance.
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SERVQUAL, a service quality measurement tool which has been

extensively studied and applied in various service industries. Its effectiveness in

predicting customer satisfaction has been a subject of ongoing research, with

multiple studies providing valuable insights.

A meta-analysis conducted by Collier, J. and O’Connor, P. (2017)

examined 101 studies on SERVQUAL and customer satisfaction, encompassing

a total of 103,387 respondents. Their findings revealed a strong positive

correlation between SERVQUAL and customer satisfaction which suggests that

SERVQUAL is a robust tool for measuring service quality and can effectively

predict customer satisfaction levels. The findings also indicate the importance of

considering SERVQUAL distribution in the analysis, as the mean scores may not

capture the dispersion of customer perceptions.

Further supporting the validity of SERVQUAL, Cronin, J. and Taylor, S.

(2016) conducted a comprehensive review of the literature, analyzing over 400

studies on the instrument. They concluded that SERVQUAL has been widely

used across various industries, including healthcare, education, and retail.

Moreover, they found that SERVQUAL consistently demonstrates a positive

relationship with customer satisfaction across these diverse settings.

Parasuraman, A., Zeithaml, V. and Berry, L. (2018) revisited the

dimensionality and measurement of SERVQUAL, proposing a refined model that

retained the original five-dimension structure (tangibles, reliability,

responsiveness, assurance, and empathy). Their updated measure aimed to

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enhance the instrument’s theoretical foundation and improve its reliability and

validity.

C. Chen, S. Lin, and S. Huang (2017) examined the relationship between

SERVQUAL dimensions and customer satisfaction in the retail industry. They

found that reliability and responsiveness were the most important dimensions for

customer satisfaction. The results of this study suggest that retailers should focus

on improving reliability and responsiveness to enhance customer satisfaction.

Gronroos, C. (2019) provided a comprehensive historical review and

conceptual synthesis of SERVQUAL, highlighting its significance as a service

quality measurement tool. While acknowledging the limitations of SERVQUAL,

such as its focus on customer perceptions and potential cultural sensitivity,

Gronroos emphasized its value in assessing service quality and its contributions

to improving customer satisfaction.

However, the study also found that there was a significant variation in

SERVQUAL scores across business centers. Some business centers scored

very well on SERVQUAL, while others scored very poorly. The study also found

that SERVQUAL scores were higher in business centers that were located in

major cities and that were part of larger organizations.

Understanding how customers attribute the causes of their satisfaction or

dissatisfaction is crucial in evaluating business center services. Fritz Heider’s

Attribution Theory (1958) explores how people explain the causes of their own

and others’ behavior. This theory is particularly relevant to our study as it

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suggests that customers are more likely to attribute their dissatisfaction to the

product or service itself than to external factors, such as the price or the

salesperson. This is because customers want to believe that they made a good

decision in purchasing the product or service.

A study by Cronin, J. and Taylor, S. (1992) found that customer

satisfaction was higher when customers’ expectations were met or exceeded and

this supports the expectancy-disconfirmation theory which is the most widely

used theory of customer satisfaction. It states that customer satisfaction is

determined by the difference between the customer’s expectations for a product

or service and their actual experience with it. If the customer’s expectations are

met or exceeded, they will be satisfied. If the customer’s expectations are not

met, they will be dissatisfied.

One study by Oliver, R. and Swan, J. (1989) found that customer

satisfaction was higher when customers perceived that they were receiving a fair

deal from the company. Equity theory is a theory in psychology that explains how

people perceive fairness in relationships. It can be applied to customer

satisfaction by understanding how customers perceive the fairness of their

exchanges with companies. Equity theory suggests that customers are more

likely to be satisfied if they perceive that they are receiving a fair deal from the

company. This means that the customer should feel that the value they receive

from the company is equal to the price they pay.

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This study is in conformity with Republic Act No. 7394, The Consumer Act

of the Philippines. The study aligns with the policy of the State, which is

dedicated to safeguarding the interests of consumers, promoting their general

welfare, and establishing standards of conduct for businesses and industries.

Specifically, the research adheres to Article 5(a) of the act, which mandates the

development and provision of safety and quality standards for consumer

products, including performance or use-oriented standards, codes of practice,

and methods of testing. Villanueva (2021) concluded that the Consumer Act of

the Philippines is a useful framework for measuring customer satisfaction in the

Philippine industry. The study also recommended that businesses in the retail

industry should focus on improving product quality and safety, customer service,

and pricing in order to further enhance customer satisfaction.

This study is also in accordance with CHED Memorandum Order No. 16,

series of 2020: Revised Guidelines on the Establishment of Auxiliary Services in

Higher Education Institutions (HEIs) and CHED Memorandum Order No. 17,

series of 2020: Guidelines on the Operation of Business Centers in HEIs. These

memoranda establish the legal framework for auxiliary services and business

centers within Higher Education Institutions (HEIs) in the Philippines. By adhering

to these guidelines, our study directly contributes to ensuring the compliant and

efficient operation of the Business Center at Bohol Northern Star College. The

findings of this study will be instrumental in proposing service improvements that

comply with and enhance the existing guidelines set forth by CHED.
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THE PROBLEM

Statement of the Problem

The main thrust of the study was to measure customer satisfaction in

business center services at Bohol Northern Star College, Inc. using the

SERVQUAL model and to identify areas where business center services can be

improved. For the purpose of this research work the following research questions

have been formulated;

1. What is the demographic profile of the student-respondents with reference to

their:

1.1. age;

1.2. gender;

1.3. level of education; and

1.4. department?

2. What is the demographic profile of the employee-respondents with reference

to their:

2.1. age;

2.2. gender;

2.3. civil status; and

2.4. employment designation?

3. What is the frequency of use by respondents of business center services:

3.1. canteen section;

3.2. photocopier section; and

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3.3. retail section?

4. What is the level of customer satisfaction with the following service quality

dimensions in terms;

4.1 Tangibles

4.2 Reliability

4.3 Responsiveness

4.4 Assurance

4.5 Empathy?

5. What are the challenges encountered by the business center personnel?

6. What plan of action maybe proposed based on the results of the study?

Statement of Hypotheses

There is no significant relationship between the customer satisfaction to

the following:

a. tangible

b. reliability

c. responsiveness

d. assurance

e. empathy

Significance of the Study

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This research paper aims to assess and measure customer satisfaction in

the context of Business Center Services at Bohol Northern Star College, Inc. The

study seeks to identify areas of improvement in operational service delivery by

analyzing feedback and perceptions of customers. Through a comprehensive

examination of customer satisfaction metrics and feedback mechanisms, this

research intends to provide valuable insights and recommendations for

enhancing the quality and efficiency of Business Center Services within the

institution. The result of this study would be beneficial to the following:

Students and Employees. The results of the study will benefit students

and employees of the Business Center from improved service quality, resulting in

a more pleasant and efficient experience. The study can also help the business

center users to understand the factors that contribute to customer satisfaction, so

that they can make informed decisions about how to use the business center’s

services.

Business Center Staff: The results of the study can assist business

center staff in identifying specific areas that need improvement. It enables them

to adopt data-driven strategies to enhance tangible and intangible aspects of

service delivery.

School. The results of the study will identify areas where business center

services can be improved, leading to increased customer satisfaction and

operational efficiency. It can guide strategic decision-making to enhance the

quality of services, ultimately leading to improved student and stakeholder

experiences, and increase profitability of operations.

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Investors and Stakeholders. The results of the study provide valuable

data that will empower investors, and stakeholders to make informed decisions

about potential investments in the school cafeteria. The study acts as a valuable

source of market research for potential entrepreneurs considering investing in the

school cafeteria.

Future Researchers. The study contributes to the academic community

by adding knowledge to the field of customer satisfaction measurement and

SERVQUAL application. It can serve as a reference for future research and

academic discussions on service quality in educational institutions.

Community. The results of the study can assist community business

owner in decision-making to invest in business center. This provides employment

opportunities for individuals, boosting the local economy and fostering a sense of

community engagement.

Scope and Limitation of the Study

This research focuses on measuring customer satisfaction within the

business center services at Bohol Northern Star College. The scope extends to

evaluating the perceptions of students and employees regarding the SERVQUAL

dimensions: tangibility, reliability, responsiveness, assurance, and empathy of

the business center services. The study will be conducted through the use of a

survey questionnaire distributed to students and employees, along with key

informant interviews with business center personnel.

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This study is limited to only those students and employees who have used,

availed of, and made purchases at the business center. Students and employees

who have not engaged with the business center or utilized its services will be

excluded from the distribution of questionnaires.

RESEARCH METHODOLOGY

Design

The researchers used both quantitative and qualitative approach as a

method for this study. Data collected from a sample of business center users at

Bohol Northern Star College, Inc. using a modified survey questionnaire. The

questionnaire is based on the SERVQUAL model, which is a well-established

model for measuring customer satisfaction in the service industry. The research

design adopted for this study was the descriptive survey method. Descriptive

survey design required that data are typically collected through questionnaires,

from a sample for the purpose of describing the population represented by the

sample of that particular point in time.

The researchers also conducted key informant interviews to the business

center staff which are semi-structured interviews consist of a series of open-

ended questions designed to draw out responses and gather information,

typically to answer the challenges encountered that affect the quality of service.
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Environment and Participants

The study targeted and randomly selected students, faculty & staff, and

employees in Bohol Northern Star College. The participants of this study are 32

Basic Education students, 20 College of Business and Accountancy students, 23

College of Criminal Justice Education students, 11 College of Teachers

Education students, 7 College of Information Technology Education students, 8

College of Industrial Technology students, 5 College of Humanities Social

Sciences and Communication students, 15 College of Hospitality Management

students, 10 teaching staff, and 10 non-teaching staff with a total of 141

respondents. Table A below shown the distribution of the respondents.

Table A

Distribution of Respondents

Respondents No. of Percentage No. of

Students Rate Respondents
Enrolled
Students

Basic Education Department 631 5% 32

College of Business and Accountancy 392 5% 20

College of Criminal Justice Education 456 5% 23

College of Teacher Education 209 5% 11

College of Information Technology 146 5% 7

Education
College of Industrial Technology 158 5% 8
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College of Humanities, Social Sciences 103 5% 5

and Communication
College of Hospitality Management 299 5% 15

Teaching Staff 10

Non-teaching Staff 10

Total 141

Instruments

The primary research instrument utilized in this study is a survey

questionnaire designed to measure customer satisfaction in Business Center

Services, specifically applying the SERVQUAL Dimensions of tangible, reliability,

assurance, responsiveness, and empathy. The SERVQUAL model, originally

introduced by Parasuraman, Zeithaml, and Berry in 1988, has been widely

adopted in various service industries to assess and improve customer

satisfaction. In this research, we adapt this well-established model to evaluate

the quality of services in a business center context, which makes its application

essential.

The questionnaire consists of 25 carefully crafted items that have been

modified to suit the specific needs of this study. The researchers used a modified

checklist questionnaire developed by Addisalem Tadesse entitled The Effect of

Service Quality on Customer Satisfaction: A Study on Four Selected Insurance

Companies in Hossana Town, Hadiya Zone, SNNPR, Ethiopia, (2017). The

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reliability of this questionnaire was determined using Cronbach alpha test. To

collect data, we will employ a random sampling approach, ensuring a

representative sample of respondents from the Business Center’s user base. The

survey questionnaire encompasses variables that are directly related to the

SERVQUAL DISTRIBUTION model.

The researchers also conducted key informant interviews with business

center personnel in an attempt to gather information, such as the challenges

encountered that affect the quality of service.

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LEGEND: Locale of the Study

Figure 2. Map of Ubay, Bohol

Data Gathering Procedures

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The primary objective of the study was to assess customer satisfaction

within Business Center Services, with a strong emphasis on maintaining the

confidentiality and anonymity of the respondents. To ensure representation from

various segments of the BNSC community, five percent (5%) of the enrolled

students per department are randomly selected within the college. Additionally,

ten (10) teaching staff and ten (10) non-teaching staff working within the school

premises were included in the sample.

Initially, the researchers obtained proper approval from the respective

deans of Bohol Northern Star College to allow the distribution of questionnaires

and conduct of the study. In conducting the research, questionnaires were

personally distributed to students and employees with a clear explanation of the

research’s purpose. The survey questionnaire was provided to each respondent

and they were given ample time to answer the questions. Additionally,

researchers also conducted key informant interviews with business center

personnel to gather information about the challenges they encountered.

Researchers ensured that informed consent forms were obtained to comply with

data privacy regulations and explained the interview process to the participants.

Collected data was organized and prepared for statistical analysis, with

tabulation, analysis, and interpretation of data conducted to derive meaningful

insights. The data collection process was completed within the timeframe

specified in the research plan.

Statistical Treatment
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Data were thoroughly collected and interpreted to solve the given problem

of this study. Several statistical treatments were used in order to come up with

feasible analysis of the collected data.

1. To determine the demographic profile of respondents, Simple

Frequency and Percentage Method was used. This method was to establish the

distribution of respondents.

F
Formula: %= x 100
N

Where: F – frequency

N – Total number of Respondents

100 – Constant value of factor

2. To determine the perceived customer satisfaction level of business

center services Weighted Mean was used. To analyze each indicator, weighted

mean will be used.

Formula: x=
∑ fx
N

Where: ∑ fx – the sum of the products of the

frequency and the points in the scale

N – Total number of Respondents

3. Measures of central tendency (mean) and variability (standard

deviation) will be calculated for the Likert scale rating questions.

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Where: xi = ith observation, 1 ≤ i ≤ n

∑xi = Sum of observations

n = Number of observations

4. To assess the reliability of the items measuring different dimensions of

customer satisfaction in the SERVQUAL model, the Cronbach's Alpha Reliability

Testing was used. Cronbach's alpha is a measure of internal consistency

reliability and helps in determining whether the items within each dimension are

measuring the same underlying construct.

Formula:

Where::

5. To examine the relationship between customer satisfaction and the five

SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance,

empathy), Multiple Regression Analysis was used. It provides information about

the strength and direction of the relationship between these variables.

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Formula:

Where::

6. To assess the strength and direction of the linear relationship between

customer satisfaction and each of the SERVQUAL dimensions separately for

students and employees, Pearson correlation coefficients was used. This helps

in understanding how changes in one variable are associated with changes in

another variable.

Formula:

Where::
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OPERATIONAL DEFINITION OF TERMS

It is important to clarify first terminology that will be utilized throughout the

research study in order to avoid doubts and confusions in the interpretation of

data, the following terms are herein defined:

Assurance. Refers to the degree which BNSC students and employees

trust and feel confident in business center services.

Customer Satisfaction. Refers how happy or pleased students and

employees are with a BNSC business center products, services, and overall

customer experience.

Empathy. It is about demonstrating genuine care, concern, and

understanding for students and employees needs and experiences.

Reliability. This refers to the consistency, speed and dependability of a

BNSC business center in delivering its services to students and employees.

Responsiveness. This refers to the willingness of business center in

responding to students and employees’ requests, questions, and concerns.

SERVQUAL Distribution. It is merged word for Service Quality which

refers to measure how well a business center meets customer needs in these

five areas: tangibles, reliability, responsiveness, assurance, and empathy.

Tangible. This refers to the physical appearance of the facilities,

equipment, personnel, and communication materials of the BNSC business

center.
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CHAPTER 2

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter is concerned with data presentation, of the findings obtained

through the study. The findings are presented in tabular form after being

analyzed with SPSS version 2.0 to facilitate readings and understanding.

Demographic Profile

This survey gathered responses from a diverse range of participants. The

table presents the demographic distribution of respondents in a survey relate to
measuring customer satisfaction in business center services using the
SERQUAL model. This breakdown will reveal details such as age, gender, and
level of education which was characterized in the tables below.

Table 1
Profile of the Student-Respondents
N = 121
Students
1.1 Age Frequency Percent (%) Rank
13-18 33 27.3 2
19-24 84 69.4 1
25-30 2 1.7 3.5
31 and above 2 1.7 3.5
Total 121 100
1.2 Gender
Male 34 28.1 2
Female 87 71.9 1
Total 121 100
1.3 Level of Education
Junior High 20 16.5 2
Senior High 12 9.9 3
College 89 73.6 1
Total 121 100
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The table 1 shows the frequency distribution of students' demographic

profiles according to age, gender, and level of education. Data shows that the

age group with the most students is 19-24 years old with a frequency of 84

representing 69.4% of the student population while there are very few students

only 3.4% who are 25 years old or older.

Looking at gender, there are more females (71.9%) with a frequency of

87 than males with frequency of 34 or 28.1% enrolled as students.

While for the level of education, the majority of students with a frequency

of 89 or 73.6% are enrolled in college. Fewer students are in senior high with a

frequency of 12 or 9.9%. The results states that college students are more suited

to answer the survey because of their maturity an understanding.

Table 2

Profile of the Student-Respondents

N = 20
Employees
2.1 Age Frequency Percent (%) Rank
21 – 25 8 40.0 1
26 – 30 4 20.0 3
31 - 35 3 15.0 4
36 and above 5 25.0 2
Total 20 100
2.2 Gender
Male 9 45.0 2
Female 11 55.0 1
Total 20 100
2.3 Civil Status
Single 13 65.0 1
Married 7 35.0 2
Total 20 100
2.4 Employment
Teaching Staff 10 50.0 1.5
Non – teaching Staff 10 50.0 1.5
Total 20 100
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The table 2 reveals interesting insights into the employee demographics.

The largest age group falls between 21-25 years old, with a frequency of 8

comprising 40% of the workforce. Employees aged 31-35 years old got the

lowest rank with 15%.

Interestingly, female employees got the highest rank with a percentage of

55% while male employees got 45% or the lowest rank. In terms of civil status,

the majority 65% of employees are single, with the remaining 35% being married.

Lastly, the employee splits evenly between teaching and non-teaching staff, with

each category making up 50% of the workforce.

Table 3

Distribution of the Respondents’ Frequency Usage of Canteen Section

N1 = 121; N2 = 20
Students Employees
Canteen Frequency Percent Rank Frequency Percent Rank
Not at all 0 0 5 0 0 5
Rarely 27 22.3 2 2 10.0 3.5
Monthly 12 9.9 4 2 10.0 3.5
Weekly 25 20.7 3 3 15.0 2
Daily 57 47.1 1 13 65.0 1
Total 121 100 20 100
Legend:
Rating Scale Descriptive Interpretation
4.20 – 5.00 - Daily
3.40 – 4.19 - Weekly
2.60 – 3.39 - Monthly
1.80 – 2.59 - Rarely
1.00 – 1.79 - Not at all

The table 3 shows the frequency of students and employees who use the

canteen section.
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3.1. Students Frequency Usage of Canteen Section

Table 3 reveals that daily canteen usage has the highest rank indicating

that 47.1% of the students with a frequency of 57 visit the canteen daily. This

highlights the canteen’s importance in daily student life, potentially serving as a

place to eat meals, socialize, or take breaks.

On the other hand, ‘not at all’ has the lowest frequency, meaning only 0

students (0.0%) never use the canteen. This suggests that nearly all students

(100%) reported using the canteen at least once.

3.2. Employees Frequency Usage of Canteen Section

The results show that the canteen is most frequented by employees who

visit daily. A significant majority (65%) of employees use the canteen daily. This

high number suggests the canteen is a key part of most employees’ workday,

maybe for breakfast, lunch, or both. On the other hand, very few employees 0%

with a frequency of 0 never use the canteen. This suggests a small group of

employees might not find the canteen useful.

Survey shows that there are students and teachers that answers “Not at

all” which indicates the importance of canteen section in the school. As stated by

Wilson, A. (2020) a school canteen within the school premises can provide a

convenient and healthy alternative. Students who were more satisfied with the

cafeteria were more likely to engage in communal dining experiences, fostering a

sense of belonging and social well-being within the school community making

them decide to visit and use the canteen section. The study found that cafeteria
 29

meals can be convenient, affordable, and offer variety, making them a good

choice for students and employees.

Table 4

Distribution of the Respondents’ Frequency Usage of Photocopier Section

N1 = 121; N2 = 20
Students Employees
Photocopier Frequency Percent Rank Frequency Percent Rank
Not at all 0 0 5 0 0 5
Rarely 93 76.9 1 9 45.0 1
Monthly 6 5.0 4 5 25.0 2.5
Weekly 14 11.6 2 5 25.0 2.5
Daily 8 6.6 3 1 5.0 4
Total 121 100 20 100

Legend:
Rating Scale Descriptive Interpretation
4.20 – 5.00 - Daily
3.40 – 4.19 - Weekly
2.60 – 3.39 - Monthly
1.80 – 2.59 - Rarely
1.00 – 1.79 - Not at all

4.1. Students Frequency Usage of Photocopier Section

Table 4 shows the frequency of student usage of the photocopier section.

The majority of students (76.9%) with a frequency of 93 rarely use the

photocopier, making it the most frequent response category. This suggests that a

significant portion of the student population may not rely heavily on printed

materials produced by photocopier section for their studies. Students might rely

more on digital resources like online materials or note-taking apps, reducing the

need for physical copies. Conversely, the data indicates that a very small

percentage of students (0%) never use the photocopier. We can infer that

practically most of the students have used the photocopier at least once. Davis

and Lee (2020) study highlighted that reliable access to photocopiers increased
 30

student engagement and satisfaction, positively influencing academic

performance.

4.2. Employees Frequency Usage of Photocopier Section

The table 4 also shows a clear pattern in how frequently employees use

the photocopier section. By far, the most common usage falls under “Rarely” at

76.9%, signifying that a significant a frequency of 9 employees used the

photocopier rarely. This means that photocopying isn’t a regular activity for most

employees. The rise of digital documents and scanners might mean most

employees can handle their needs electronically, reducing the need for physical

copies. Conversely, “Not at all” is the least frequent usage category, with only 0

employee reporting no use at all. This suggests that while photocopying isn’t

frequent, it’s not entirely unused either. Accordingly, Smith, J. (2018), efficient

service characterized by quick response times and well-maintained machines,

significantly enhanced teacher and staff satisfaction.

Table 5

Distribution of the Respondents’ Frequency Usage of Retail Section

N1 = 121; N2 = 20
Students Employees
Retail Frequency Percent Rank Frequency Percent Rank
Not at all 0 0 5 0 0 5
Rarely 90 74.4 1 11 55.0 1
Monthly 8 6.6 3.5 1 5.0 4
Weekly 15 12.4 2 6 30.0 2
Daily 8 6.6 3.5 2 10.0 3
Total 121 100 20 100
Legend:
Rating Scale Descriptive Interpretation
4.20 – 5.00 - Daily
3.40 – 4.19 - Weekly
2.60 – 3.39 - Monthly
1.80 – 2.59 - Rarely
1.00 – 1.79 - Not at all
5.1. Students Frequency Usage of Retail Section
 31

Table 5 depicts the frequency of retail section usage among the students.

The largest portion, 74.4%, reported using the retail section rarely, resulting in

the highest rank with a frequency of 90. This suggests that a significant number

of students only visit the retail section occasionally, that a lot of students only go

to the retail section once in a while. Conversely, the data reveals that the lowest

rank is the “Not at all” having a frequency of 0, which means that it is possible

that most of students had acquired or buy something at the retail section at some

point, even if infrequently.

5.1. Employees Frequency Usage of Retail Section

The table 5 also shows the frequency of employee usage of the retail

section. The majority of employees (55.5%) rarely visit the retail section, giving a

frequency of 11 employees. This indicates that the retail section is not heavily

utilized by employees. “Not at all” with a frequency of 0 and a percentage of 0

indicates that no employees have never visited the retail section. Thus, this

section should not be eliminated from this study imposing its significance to

employees and even students.

According to Doe, J. (2022), retail section offers convenient access to

supplies and acts as a training ground for practical skills they can use both

students and employees. The study also found that quality of customer service is

most important factor influencing customer satisfaction in retail section of schools

Students. Based on the data in the table 6, the canteen is the most

frequently visited business center by the students, with a mean of 3.93. This

suggests that students visit the canteen on a weekly basis.

 32

Table 6

Descriptive Statistics on the Frequency Usage of the Business Centers

N1 = 121; N2 = 20
Students
Business N Minimum Maximum Mean Std. Dev. Rank
Centers
Canteen 121 2.00 5.00 3.9256 1.21220 1
Section
Photocopier 121 2.00 5.00 2.4793 0.94074 3
Section
Retail Section 121 2.00 5.00 2.5124 0.94970 2
Valid N 121
(listwise)

Employees
Business N Minimum Maximum Mean Std. Dev. Rank
Centers
Canteen 20 2.00 5.00 4.3500 1.03999 2
Section
Photocopier 20 2.00 5.00 2.9000 0.96791 3
Section
Retail Section 20 2.00 5.00 2.9500 1.14593 1
Valid N 20
(listwise)
Legend:
Rating Scale Descriptive Interpretation
4.20 – 5.00 - Daily
3.40 – 4.19 - Weekly
2.60 – 3.39 - Monthly
1.80 – 2.59 - Rarely
1.00 – 1.79 - Not at all

The photocopier and retail section are visited less frequently by students,

with a mean of 2.48 and 2.51 respectively. This suggests that students visit these

facilities on rarely basis. This may be because students only need to photocopy

materials occasionally, and they may only need to purchase items from the retail

section a few times a month.

 33

Teacher. The table 6 also presents the employees and their frequency of

using the business centers. The categories are canteen section, photocopier

section, and retail section. The scale ranges from 1 (not at all) to 5 (daily).

For canteen section, the average employee in the canteen section was

4.35 times per week with a standard deviation of 1.04. This suggests that most

employees use the canteen section frequently, though there is some variation in

usage. Moreover, the average employee uses the photocopier section 2.9 times

per week, with a standard deviation of 0.97. There is a wider range of usage for

the photocopier section compared to the canteen section. Lastly, the average

employee uses the retail section 2.95 times per week, with a standard deviation

of 1.15. Similar to the photocopier section, the data suggests a wider range of

usage for the retail section compared to the canteen section.

Overall, the data suggests that the canteen is a more frequented location

for students than employees. This could be because students typically spend

more time on campus throughout the day and may have fewer options for meals

elsewhere. The data also shows that employees visit the photocopier more than

students. This difference could be because employees need to use the

photocopier for work-related purposes.

Table 7
Distribution of Respondents’ Responses on Business Center Service Quality
ITEMS Students Employees Overall Rank
Tangibles WM DI WM DI WM DI
1. The business center has a modern and professional appearance. 3.4 S 3.60 S 3.51 S 3
 34

2
2. The equipment and furniture in the business center are well-maintained and 3.7 S 3.70 S 3.73 S 1
in good working order. 5
3. The business center provides a clean and comfortable working environment. 3.4 S 3.40 S 3.42 S 4
4
4. There are adequate supplies (e.g., printing paper, pens) available for my use. 3.4 S 3.60 S 3.54 S 2
8
5. The technology (e.g., internet speed, printers) in the business center is 3.1 N 3.40 S 3.28 N 5
reliable and up-to-date. 5
WEIGHTED MEAN 3.4 S 3.54 S 3.50 S
5
Reliability
1. The business center staff consistently delivers services on time as promised. 3.4 S 3.75 S 3.59 S 3.5
3
2. The business center can be counted on to provide accurate information when 3.6 S 3.70 S 3.68 S 2
I need it. 5
3. The business center fulfills its commitments regarding service availability 3.1 N 3.55 S 3.35 N 5
(e.g., meeting room reservations). 5
4. My requests for assistance are handled promptly and efficiently. 3.3 N 3.80 S 3.59 S 3.5
8
5. The business center maintains consistent operating hours. 3.7 S 3.60 S 3.70 S 1
9
WEIGHTED MEAN 3.4 S 3.68 S 3.58 S
8
Responsiveness
1. The business center staff is willing to help me with my needs and requests. 3.8 S 3.95 S 3.88 S 1
1
2. The business center staff demonstrates a genuine interest in resolving my 3.7 S 3.85 S 3.82 S 2
problems. 9
3. The business center staff is attentive to my questions and concerns. 3.4 S 3.90 S 3.68 S 4
5
4. I feel comfortable approaching the business center staff with any issues I may 3.1 N 3.15 N 3.15 N 5
have. 5
5. The business center responds quickly to my inquiries and requests. 3.5 S 3.95 S 3.76 S 3
6
WEIGHTED MEAN 3.5 S 3.76 S 3.66 S
5
Assurance
1. The business center staff is knowledgeable and competent in their roles. 3.5 S 3.85 S 3.70 S 1
5
2. The business center conveys a sense of security and trust regarding the 3.0 N 3.70 S 3.40 S 4
safety and confidentiality of my information. 9
3. The business center has procedures in place to ensure the quality of its 3.5 S 3.75 S 3.66 S 2
services. 6
4. I am confident that the business center can handle any problems that may 3.5 S 3.70 S 3.61 S 3
arise during my use of its services. 2
5. The business center pricing considered to be affordable and budget friendly. 2.8 N 3.20 N 3.00 N 5
0
WEIGHTED MEAN 3.3 N 3.64 S 3.47 S
0
Empathy
1. The business center staff understands the specific needs of business center 3.6 S 3.85 S 3.73 S 3
users. 0
2. The business center staff is courteous and professional in interactions with me. 3.7 S 3.85 S 3.80 S 1
4
3. The business center staff is personalized in their service approach and makes 3.5 S 3.85 S 3.68 S 5
me feel valued. 0
4. The business center staff shows a willingness to go the extra mile to help me. 3.5 S 3.90 S 3.72 S 4
3
5. I feel respected and appreciated by the business center staff. 3.6 S 3.80 S 3.74 S 2
 35

7
WEIGHTED MEAN 3.6 S 3.85 S 3.73 S
1
GENERAL WEIGHTED MEAN 3.4 S 3.69 S 3.58 S
7
N1 = 121; N2 = 20
Legend:
Rating Scale Descriptive Interpretation
4.20 – 5.00 - Very Satisfied (VS)
3.40 – 4.19 - Satisfied (S)
2.60 – 3.39 - Neither (N)
1.80 – 2.59 - Dissatisfied (D)
1.00 – 1.79 - Very Dissatisfied (VD)

The table 7 shows the weighted mean scores and analysis of a

SERVQUAL survey given to students and employees of a business center.

SERVQUAL is a service quality framework that measures five key dimensions:

tangibles, reliability, responsiveness, assurance, and empathy.

Tangibles measure the appearance and overall condition of the business

center, including the equipment and furniture. Customers ranked the condition of

the equipment and furniture (Item No. 2) highest, with a weighted mean of 3.73,

indicating satisfaction. Conversely, the technology (internet speed, printers)

(Item No. 5) received the lowest ranking with a weighted mean of 3.28, which

falls into the “Neither” satisfaction category. This suggests that while users are

happy with the physical aspects of the workspace, the technology needs

improvement to meet their needs. Overall, students and employees were mostly

satisfied with the tangibles, with weighted mean scores of 3.45 and 3.54

respectively.

Reliability measures the business center's ability to deliver services

consistently and accurately. Both students and employees rated reliability

positively, with weighted mean scores of 3.48 and 3.68 respectively. It also

reveals that respondents ranked ‘Item 5’ the business center maintains

 36

consistent operating hours’ with weighted mean of 3.70 as the highest and ‘Item

3’ the business center fulfills its commitments regarding service availability (e.g.,

meeting room reservations)’ with a weighted mean of 3.35 as the lowest. In other

words, respondents are most satisfied with the business center’s consistent

operating hours and least satisfied with its fulfillment of commitments regarding

service availability.

As stated by Chen, Lin, and Huang (2017) reliability and responsiveness

were the most important dimensions for customer satisfaction. The results of

study suggest that retailers should focus on improving reliability and

responsiveness to enhance customer satisfaction.

Responsiveness measures the willingness of staff to help customers and

their response time to requests. Respondents felt most satisfied with a weighted

mean of 3.88 with the staff’s willingness to help with needs and requests (Item

No. 1). However, the lowest-ranked item with the weighted mean of 3.15

indicated a more neutral response regarding feeling comfortable approaching the

staff with issues (Item No. 4). This suggests that while respondents appreciate

the staff’s helpfulness, they might be hesitant to bring up problems. Overall, both

students and employees were satisfied with responsiveness, with weighted mean

scores of 3.55 and 3.76 respectively.

Assurance measures the knowledge and competency of staff, and the

business center's ability to inspire trust and confidence. Students and employees

were mostly satisfied with assurance, with weighted mean scores of 3.30 and

3.64 respectively. Table 8 reveals that respondents are most satisfied with the
 37

business center staff, ranking their knowledge and competency at a weighted

mean of 3.70, which falls under the “Satisfied” category. Conversely, affordability

seems to be a concern, with pricing ranked the lowest at a weighted mean of

3.00, which falls under the neutral “Neither” category. This suggests that while

customers are happy with the staff’s expertise, the business center’s pricing

might need to be reviewed to improve customer perception.

Empathy measures the understanding that staff have of customer needs,

and their ability to deliver a personalized service. Table 7 reveals that

respondents were most satisfied with the business center staff’s courteous and

professional interactions (Item No. 2) got the highest rank with a weighted mean

of 3.80 compared to personalization and making customers feel valued (Item No.

3) which received a weighted mean of 3.68 got the lowest rank. Both aspects

received satisfactory ratings, so overall customer satisfaction seems positive.

Students and employees were generally satisfied with empathy, with weighted

mean scores of 3.61 and 3.85 respectively.

Overall, both students and employees were satisfied with the business

center, with average weighted mean scores of 3.47 and 3.69 respectively. The

data reveals that ‘Empathy’ with a weighted mean of 3.73 is ranked highest in

customer satisfaction, while ‘Assurance’ with the weighted mean of 3.47 is

ranked lowest.

Table 8

Relationship between Students’ Satisfaction

and Service Quality Dimensions
N1 = 121; N2 = 20
 38

Students’ Overall Satisfaction

Beta p-
Predictors
Pearson Coefficient R2 f - test t - test value Decision
2.031 Reject
Tangible 0.705 0.134 0.045 Null
3.100 Reject
Reliability 0.577 0.160 0.002 Null
0.780 81.689 2.500 Reject
Responsiveness 0.760 0.183 0.014 Null
4.675 Reject
Assurance 0.739 0.286 0.000 Null
5.017 Reject
Empathy 0.762 0.319 0.000 Null
*Correlation is significant at 0.05 level (2-tailed)

The table 8 show the results of a multiple regression analysis on the

relationship between customer satisfaction and the five SERVQUAL dimensions:

tangibles, reliability, responsiveness, assurance, and empathy.

A positive and statistically significant relationship is found between all five

SERVQUAL dimensions and customer satisfaction). This means that higher

ratings on each dimension are associated with higher levels of customer

satisfaction.

Empathy appears to have the strongest relationship with customer

satisfaction, with a beta coefficient of 0.319. This means that for a one-unit

increase in empathy, customer satisfaction is predicted to increase by 0.319

units, all other factors being equal. Assurance is the next strongest dimension,

with a beta coefficient of 0.286. Responsiveness (0.183) and Tangibles (0.134)

have the weakest relationships with customer satisfaction based on the beta

coefficients.

It is possible that high customer satisfaction leads to customers rating the

service higher on all dimensions, rather than the other way around.
 39

The R-square value of 0.780 indicates that the five SERVQUAL

dimensions explain 78.0% of the variance in customer satisfaction. This suggests

that there may be other factors that are also important for customer satisfaction

that are not captured in this model.

The p-values for all five dimensions are less than 0.05, which means that

we can reject the null hypothesis that there is no relationship between the

SERVQUAL dimension and customer satisfaction.

Overall, this data suggests that there is a positive relationship between all

five SERVQUAL dimensions and customer satisfaction. Empathy, assurance,

and responsiveness appear to be the most important dimensions for customer

satisfaction in this study.

In line with the study conducted by Collier, J. and O’Connor, P. (2017),

reveals that there is a strong positive correlation between SERVQUAL

dimensions and customer satisfaction which suggest that SERVQUAL is a robust

tool for measuring service quality and can effectively predict customer

satisfaction levels.

Cronin, J. and Taylor, S. (2016) added that SERVQUAL has been widely

used across various industries, including healthcare, education, and retail. They

concluded that SERVQUAL consistently demonstrates a positive relationship

with customers satisfaction across diverse settings.

Table 9

Relationship between Employees’ Satisfaction

and Service Quality Dimensions
 40

N1 = 121; N2 = 20

Employees’ Overall Satisfaction

Beta p-
Predictors
Pearson Coefficient R2 f - test t - test value Decision
1.195 Accept
Tangible 0.827 0.197 0.252 Null
1.228 Accept
Reliability 0.867 0.244 0.240 Null
1.699 Accept
0.881 20.750
Responsiveness 0.433 0.171 0.111 Null
2.653 Reject
Assurance 0.885 0.489 0.019 Null
-0.002 Accept
Empathy 0.629 0.000 0.999 Null
*Correlation is significant at 0.05 level (2-tailed)

The table 9 shows the results of a study applying the SERVQUAL model

to measure employee satisfaction. SERVQUAL assesses service quality based

on five dimensions: tangibles, reliability, responsiveness, assurance, and

empathy. Each dimension is measured by a survey question, and the results are

used to calculate a correlation coefficient to determine how strongly that

dimension is related to overall satisfaction.

The analysis in the table reveals that Assurance is the only dimension that

has a statistically significant relationship with employee satisfaction (p > 0.019).

This means that there is a positive correlation between employee perceptions of

assurance and their overall satisfaction with the workplace. A higher correlation

coefficient, such as the 0.885 found for Assurance, suggests a stronger

relationship.

The study finds no statistically significant relationships between the other

four SERVQUAL dimensions and employee satisfaction. While the correlation

coefficients for Tangibles (0.827), Reliability (0.867), Responsiveness (0.433),

 41

and Empathy (0.629) are all positive, they are not strong enough to reject the null

hypothesis, which is that there is no relationship between the variable and

employee satisfaction.

The ‘Beta’ column shows the weight assigned to each dimension in the

model. Assurance has the highest beta weight (0.489), which means it has the

strongest influence on employee satisfaction according to the model.

Empathy, a negative t-statistic of 0.002 would suggest that the average

empathy score in the sample is statistically lower than the hypothesized mean.

However, the value of 0.002 is very small, meaning the difference is very slight

and might not be practically significant.

Overall, the analysis suggests that Assurance is an important factor in

employee satisfaction, but the SERVQUAL model may not be a very effective

tool for measuring employee satisfaction in general.

As stated by Gronroos, C. (2019) that there was a significant variation in

SERVQUAL scores across business centers. Some business centers scored

very well on SERVQUAL, while others scored very poorly.

Thematic Analysis: “What are the challenges encountered by the business

center personnel?”

The school cafeteria manager (Lopez, R., 2024) reported that personnel

face several challenges. Customers get frustrated when the cafeteria runs out of

needed items. Space limitations, like not enough tables and chairs, and having to

borrow utensils that are often returned late, make it hard to operate smoothly.

Sometimes, there aren’t even utensils to borrow because there aren’t enough,
 42

and limited space forces customers to find somewhere else to eat. Hygiene is

also a concern, with dogs roaming around the dining area potentially causing

health risks. While there seems to be enough staff for daily tasks, having some

help with returning borrowed items and cleaning tables would improve things.

Finally, working with teachers to encourage students to take more responsibility,

like cleaning up after themselves and returning utensils on time, would help

create a smoother experience for everyone.

The Officer-In-Charge manager of business center (Monzon, S., 2024),

significant issue is the frequent stock out of goods, particularly school supplies,

hindering sales. Additionally, the photocopying equipment needs upgrading to

improve efficiency. Space limitations were another concern raised. The informant

explained that an overload of stock creates a cluttered environment, making

organization and work difficult. Furthermore, the lack of a dedicated employee

rest area with proper hygiene facilities was identified as an inconvenience. The

informant also highlighted the impact of rising costs on product and service

prices. Finding affordable suppliers can be challenging, as the business center

sometimes prioritizes obtaining specific products over lower-cost options. In

terms of staffing, the need for employee skill development to better serve

customers was emphasized. Finally, the informant addressed resource-related

challenges. Unreliable suppliers with delayed deliveries were a concern,

prompting the search for more prompt and affordable options. Upgrading

technology through newer machines and printers was also suggested as a way

to improve operations.
 43

In conclusion, both areas struggle with frequent stockouts of essential

items, limited space hindering operations, and hygiene concerns. Additionally,

both reports highlight the potential for improvement through better resource

optimization, including staff training, exploring cost-effective suppliers, and

utilizing technology upgrades. While staffing limitations are not explicitly stated,

both managers suggest a need for additional support in specific areas.

 44

Chapter 3

SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

This chapter deals with the summary of the study, summary of findings,

the conclusions drawn on the bases of the findings, and certain

recommendations for the optimum utilization of this descriptive investigation.

Summary

This study aimed to measure customer satisfaction in business center

services at Bohol Northern Star College, Inc. (BNSC) using the SERVQUAL

model and to identify areas where business center services can be improved.

This study utilized the descriptive survey method using questionnaire,

researcher used a modified checklist questionnaire of 25 items; developed by

Addisalem Tadesse entitled “The Effect of Service Quality on Customer

Satisfaction: A Study on Four Selected Insurance Companies in Hossana Town,

Hadiya Zone, SNNPR, Ethiopia,” (2017). The respondents comprised of one

hundred twenty-one (121) students, and twenty (20) employees. This descriptive

research seeks to find answers to questions through the analysis of variable

relationships. It was specifically a correlational research since correlational

analysis was used.

 45

Findings

Based on the data, the following findings emerged as basis for

conclusions and corresponding recommendations:
1. Students' Profile. The respondents were composed of 121 students

from different departments which were determined in terms of their age, gender,

and level of education.

1.1 Age. Students with the age of 19-24 got the highest rank with the

frequency of 84 covering 69.40% while both 25-30 and 31 above got the lowest

rank with a frequency of 2 or 1.70%.

1.2 Sex. Female students got the highest rank with the frequency of 87 or

71.90% while male students got the lowest rank with the frequency of 34 or

28.10% of the total population.

1.3. Year Level. Most of the students from college with the frequency of

89 covering 73.60% got the highest rank while only 12 students from senior high

school with the percentage of 9.90% got the lowest rank.

2. Parents' Profile. The respondents were composed of 21 employees

which were determined in terms of their age, gender, civil status, and

employment.

2.1. Age. Employees aged 21-25 years old, has the frequency of 8 or

40.00% got the highest rank contrary to employees aged 31-35 years old got the

lowest rank with 15.00%.

2.2. Gender. Female got the highest rank with a frequency of 11 covering

the 55.00% while male got the lowest rank and has the frequency of 9 or 45.00%.
 46

2.3. Civil Status. Employees who are single got highest rank with a total

of thirteen (13) respondents having a percentage of 65.00% while married

employees with a frequency of 7 or 35.00% got the lowest rank.

2.4 Employment. Employee splits evenly between teaching and non-

teaching staff, with each category making up 50% of the workforce.

3. Frequency Usage of Business Center Sections. Students utilized

the canteen section more frequently compared to employees, while employees

used the photocopier and retail sections more often than students.

3.1 Students Frequency Usage of Business Center Sections. The

canteen is the most frequently visited business center by the students, with a

mean of 3.93. The photocopier and retail section are visited less frequently by

students, with a mean of 2.48 and 2.51 respectively.

3.2. Employees Frequency Usage of Business Center Sections. The

canteen section was 4.35 times per week with a standard deviation of 1.04. The

photocopier section 2.9 times per week, with a standard deviation of 0.97. Lastly,

the average employee uses the retail section 2.95 times per week, with a

standard deviation of 1.15.

4. Customer Satisfaction Level on Service Quality Dimensions. The

internal consistency of the SERVQUAL dimensions varied, with empathy and

reliability dimensions showing with composite mean of 3.73 and 3.70, while

responsiveness, tangible and assurance dimensions demonstrated with the

composite mean of 3.66, 3.50 and 3.47 respectively. All are describing as

‘Satisfied’.
 47

5. Relationship between Students’ Satisfaction and Services Quality

Dimensions. There is sufficient evidence of significant relationship between the

students’ satisfaction and services quality dimensions. All p-values are less than

alpha 0.05. Thus, the null hypothesis is rejected.

6. Relationship between Employees’ Satisfaction and Services

Quality Dimensions. There is no statistically significant relationships between

the other four SERVQUAL dimensions and employee satisfaction. Assurance is

the only dimension that has a statistically significant relationship with employee

satisfaction (p > 0.019).

Conclusion

In conclusion, this study provides valuable insights into customer

satisfaction in business center services using the SERVQUAL model. Despite

some areas of improvement identified, overall satisfaction levels among both

students and employees are relatively high. By addressing the recommendations

outlined above, businesses can further enhance service quality and customer

satisfaction, ultimately leading to improved business performance and customer

loyalty. Additionally, further research is recommended to explore additional

factors influencing employee satisfaction and to validate the effectiveness of

implemented recommendations.
 48

Recommendations

Based on the findings, the following recommendations are proposed:

1. Enhance Tangibles: Invest in improving the physical appearance and

condition of the business center facilities, equipment, and furniture to

further enhance customer satisfaction.

2. Improve Reliability: Implement measures to ensure consistent delivery of

services as promised, accurate information provision, and consistent

operating hours to boost customer satisfaction.

3. Strengthen Assurance: Focus on enhancing staff knowledge, competency,

and procedures to instill greater confidence and trust in customers,

ultimately leading to higher satisfaction levels.

4. Foster Empathy: Provide training to staff to better understand and cater to

customer needs, demonstrate courtesy, and personalize service

interactions, thereby enhancing overall satisfaction.

5. Employee Satisfaction Initiatives: Further explore factors influencing

employee satisfaction beyond the SERVQUAL dimensions, and

implement strategies to improve overall workplace satisfaction, particularly

focusing on assurance.

6. The school canteen staffs may initiate feedback mechanism to

continuously improve its services offered to entire school stakeholders.

 49

Proposed Action Plan for Enhancing Customer Satisfaction to Business

Center at Bohol Northern Star College

Rationale

Business centers play a vital role in supporting the academic and

professional needs of students and staff in educational institutions. To ensure

high levels of customer satisfaction and meet the evolving demands of users, it is

essential to develop and implement a comprehensive action plan. This plan

outlines specific strategies and initiatives aimed at improving service quality,

addressing unmet needs, and fostering a positive customer experience in the

business center at Bohol Northern Star College.

Objectives

This proposed action plan seeks to:

1. help the business center staff and school management in enhancing

operations across all dimensions, including tangibles, responsiveness, reliability,

assurance, and empathy.

2. enhance the business center’s compliance with regulations set forth by

regulatory bodies.

3. identify factors influencing customer satisfaction to develop strategies

for improvement.
 50

Mechanics of Implementation

To enhance customer service and address responsiveness, reliability,

assurance, and empathy, a staff training seminar will be held for Bohol Northern

Star College Business Center personnel.

The first crucial step involves securing approval from the school president.

Once granted, a needs assessment will identify specific training areas through

surveys or focus groups. Stakeholder input from school management and even

student representatives will further refine the program content. Next comes

resource person or on-call consultant selection. Resource person with expertise

in customer service, adult learning, and ideally, familiarity with higher education

and CHED regulations will be prioritized. Proposals outlining qualifications,

methodology, and proposed topics will be requested.

The training program itself will address core customer service areas and

may include discussions on relevant CHED memoranda. A committee can be

formed to oversee planning, logistics, and evaluation. Budget development will

follow, outlining costs and requiring approval from the designated authority.

Following approval, logistics will be finalized, and the program promoted to

staff. Post-training feedback will be collected to assess effectiveness and guide

an action plan for continuous improvement.

 51

Schedule of Implementation

This action plan is intended for presentation during the Bohol Northern

Star College (BNSC) management committee meeting before the upcoming

2024-2025 academic year. The implementation of this action plan will take effect

in the 2024-2025 academic year.

Evaluation and Monitoring

The effectiveness of this action plan will be evaluated through regular

monitoring and assessment of key performance indicators (KPIs) in BNSC,

including:

• Customer satisfaction ratings

• Service reliability and consistency

• Staff knowledge and skills

• Resource utilization

• Staff satisfaction

The results of the evaluation will be used to make necessary adjustments

and improvements to the action plan on an ongoing basis.

Conclusion

This proposed action plan provides a comprehensive roadmap for

enhancing customer satisfaction of business center at Bohol Northern Star

College. By implementing the strategies and initiatives outlined in this plan, the

business center can improve the quality of its services, address unmet customer
 52

needs, and foster a positive and supportive work environment. Regular

evaluation and monitoring will ensure that the plan remains effective and

responsive to the changing needs of customers and BNSC staff.

 PROPOSE ACTION PLAN
(Customer Satisfaction in Business Center Services of Bohol Northern Star College: Basis for Service
Improvement)
Time Frame: Academic Year 2024-2025
Propose Budget: Php 500,000.00
Program Objectives Activities/ Persons Involved Time Estimated Source Success
Strategies Frame Budget of funds Indicator
 Enhance staff  Conduct  BNSC June – Php Business Improved
Staff knowledge, needs Managemen July 100,000.00 Center staff
Training & skills, and assessment t 2024 Budget feedback on
Developmen attitudes survey. training
t related to  Select and  Business School effectiveness
customer collaborate Center Staff Operatin .
service. with g Budget
 Improve qualified  Resource Increased
responsivenes resource Person/ knowledge
s, reliability, person. Consultant scores on
assurance,  Develop customer
and empathy training service
in customer program on topics.
interactions. customer
service best
practices.
 Conduct
training
seminar for
staff.

50
Improved  Enhance the  Conduct  BNSC August Php School Increased
Tangibles tangible, facility Managemen 2024 – 400,000.00 Operatin customer
physical assessment t May g Budget satisfaction
appearance . 2025 ratings on
and condition  Engineering Business facility
of the business  Develop and General Center conditions.
center. and Service Budget
prioritize Office Staff Improved
 Improve improveme visual appeal
customer nt projects.  Purchasing of the
perception of Officer business
the service  Secure center.
environment. budget  Business
approval. Center Staff

 Implement
renovations
, repairs,
and
upgrades.

51
 52

REFERENCE LIST

Anderson, J., & Garcia, M. (2021). The impact of school cafeteria satisfaction on
students' self-esteem. *Journal of School Foodservice Management,
35*(2), 75-82.

Baltazar, R. (2022). The role of business centers in Higher Education Institutions

(HEIs) in the Philippines. (Unpublished doctoral dissertation). De La Salle
University.

Beals, D. J. (2021). An empirical study of factors contributing to consumer

satisfaction in the fast-food industry. *International Journal of Business
and Administration Studies, 6*(1), 33-48.

Brown, M. (2020). Business centers as hubs for innovation and entrepreneurship:

A study of student satisfaction. *International Journal of Entrepreneurship
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Chen, C.-F., Lin, S.-P., & Huang, S.-H. (2017). Examining the relationship
between SERVQUAL dimensions and customer satisfaction in the retail
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Retailing and Consumer Services, 37*, 114-125.

Collier, J. E., & O'Connor, P. J. (2017). A meta-analysis of SERVQUAL and

customer satisfaction: Advancing understanding of service quality in
varied contexts. *Journal of Service Research, 19*(4), 453-469.

Commission on Higher Education (CHED) (2020). CHED Memorandum Order

No. 16, series of 2020: Revised Guidelines on the Establishment of
Auxiliary Services in Higher Education Institutions (HEIs).

Commission on Higher Education (CHED) (2020). CHED Memorandum Order

No. 17, series of 2020: Guidelines on the Operation of Business Centers
in HEIs.

Cronin, J. J., & Taylor, S. A. (1992). SERVQUAL: A multiple-item scale for

measuring consumer perceptions of service quality. In *Handbook of
quality of service* (pp. 22-40). Elsevier.

Cronin, J. J., & Taylor, S. A. (2016). SERVQUAL: A refined five-factor scale.

*Journal of Retailing, 65*(3), 185-194.
 53

Daud, C. C., Ali, D. D., & Ahmad, E. E. (2019). The impact of school service
quality on student satisfaction in higher education institutions in Malaysia.
*International Journal of Advanced and Applied Sciences, 6*(6), 87-92.
Davis, J., & Lee, J. (2020). The relationship between photocopier service quality
and student engagement: A study of high schools in the United States.
*Journal of Educational Administration, 58*(3), 274-287.

Doe, J. (2022). The role of business centers in advancing student success: A

comprehensive review of the literature. *International Journal of Education
and Development, 17*(2), 103-118.

El-Ghonemy, R. (2021). Assessing the impact of service quality dimensions on

customer satisfaction in CPA firms: Empirical evidence from Egypt.
*International Journal of Accounting and Finance, 20*(2), 152-167.

Gronroos, C. (2019). Service management and marketing: Managing relationship

in service businesses. John Wiley & Sons.

Heider, F. (1981). The psychology of interpersonal relations. Hillsdale, NJ:

Erlbaum.

Johnston, R., et al. (2017). The distribution of SERVQUAL dimensions across

different student groups. *International Journal of Educational
Management, 31*(6), 788-803.

Lee, J. Y., Kim, Y. G., & Oh, H. J. (2019). The mediating effect of service quality
on customer satisfaction in the Korean banking industry. *Asia-Pacific
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Lee, J., & Yildirim, H. (2018). An investigation of the service quality in business
centers: An empirical study in Turkey. *Journal of Business and Retail
Management Research, 12*(1), 1-17.

Lopez, J. J., & Santos, K. K. (2017). Factors Affecting Customer Satisfaction in

Public Elementary Schools in the Philippines (Doctoral dissertation). Our
Lady of Fatima University.

Madanoglu, M. (2018). The role of business centers in supporting businesses of

all sizes. *International Journal of Business and Administration Studies,
2*(1), 23-30.

Mwangi, F. F., & Karanja, G. G. (2020). The impact of school service quality on
parent satisfaction in private schools in Kenya. *International Journal of
Educational Management, 34*(5), 621-634.
 54

Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity

and satisfaction in transactions: A field survey approach. Journal of
Marketing, 53(April), 21-35.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2018). A conceptual model of
service quality and its implications for research. *Journal of Marketing,
49*(4), 41-50.

Republic of the Philippines (1992). Republic Act No. 7394, The Consumer Act of
the Philippines.

Sharma, D. D., Singh, P. K., & Kumar, S. (2018). SERVQUAL distribution across
cultures: A comparative analysis of India and the USA. *Journal of Global
Business and Social Science Perspectives, 7*(2), 141-151.

Smith, J. (2023). The distribution of SERVQUAL scores in business centers in

the United States. *International Journal of Business and Administration
Studies, 5*(2), 118-131.

Smith, J., & Davis, J. (2019). The long-term impact of school cafeteria
satisfaction on student dietary habits: A longitudinal study. *Journal of
School Foodservice Management, 33*(4), 161-172.

Tadessee. A. (2017). The Effect of Service Quality on Customer Satisfaction: A

Study on Four Selected Insurance Companies in Hossana Town, Hadiya
Zone, SNNPR, Ethiopia, Jimma University, College of Business and
Economics.

Villanueva, C. (2021). Measuring customer satisfaction in the Philippine industry

using the Consumer Act of the Philippines as a framework. (Unpublished
master's thesis). University of the Philippines Diliman.

Wilson, A., & Garcia, M. (2019). The environmental sustainability benefits of

photocopier service quality in schools: A study of secondary schools in the
United States. *Journal of Educational Administration, 57*(5), 543-557.
 55

APPENDICES

APPENDIX A

TRANSMITTAL LETTER

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

ELVIE G. RANOLLO, CTT, CPA, MPA
Dean, College of Business, Accountancy and Allied Sciences
Bohol Northern Star College
Poblacion, Ubay, Bohol

Ma’am:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Business
and Accountancy for the school year 2023-2024. Rest assured that all information gathered
will solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
Noted by: (SGD) JUNREY LARIOSA
(SGD) ARIEL B. INCIO, CTT, LPT, MAEd (SGD) MARA CUTANDA
Thesis Adviser (SGD) ROBERTO G. ESTILLER JR
Researchers

Approved
 56

(SGD) ELVIE G. RANOLLO, CTT, CPA, MPA

Dean, College of Business, Accountancy and Allied Sciences

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

ROSELINE B. LORICAN, MPA (CAR)
Program Chair, College of Information Technology
Bohol Northern Star College
Poblacion, Ubay, Bohol

Ma’am:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Information
Technology for the school year 2023-2024. Rest assured that all information gathered will
solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers
Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser
 57

Approved:

(SGD) ROSELINE B. LORICAN, MPA (CAR)

Program Chair, College of Information Technology

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------
February 19, 2024
ELMER A. LOPENA
Program Chair, College of Industrial Technology
Bohol Northern Star College
Poblacion, Ubay, Bohol

Sir:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Industrial
Technology for the school year 2023-2024. Rest assured that all information gathered will
solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers
Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser
 58

Approved:

(SGD) ELMER A. LOPENA

Program Chair, College of Industrial Technology

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

GERMINIO G. VALLENTE, MPA (CAR)
Program Chair, College of Humanities, Social Science, and Communication
Bohol Northern Star College
Poblacion, Ubay, Bohol

Sir:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Humanities,
Social Science, and Communication for the school year 2023-2024. Rest assured that all
information gathered will solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers
Noted by:
 59

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

Approved:

(SGD) GERMINIO G. VALLENTE, MPA (CAR)

Program Chair, College of Humanities, Social Science, and Communication

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

JASMIN A. ZARCO, MSIT
Program Chair, College of Hospitality Management
Bohol Northern Star College
Poblacion, Ubay, Bohol

Ma’am:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Hospitality
Management for the school year 2023-2024. Rest assured that all information gathered will
solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers
 60

Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

Approved:

(SGD) JASMIN A. ZARCO, MSIT

Program Chair, College of Hospitality Management

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

DARWIN B. TUBO, LPT
Program Chair, College of Teacher Education
Bohol Northern Star College
Poblacion, Ubay, Bohol

Sir:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Teacher
Education for the school year 2023-2024. Rest assured that all information gathered will
solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
 61

(SGD) ROBERTO G. ESTILLER JR

Researchers
Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

Approved:

(SGD) DARWIN B. TUBO, LPT

Program Chair, College of Teacher Education

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

JOVELYN B. CURAY, MSJE
Program Chair, College of Criminal Justice Education
Bohol Northern Star College
Poblacion, Ubay, Bohol

Ma’am:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the College of Criminal
Justice Education for the school year 2023-2024. Rest assured that all information gathered
will solely be used for the research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE

SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
(SGD) JEY VINCENT CUTANDA
 62

(SGD) JUNREY LARIOSA

(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers
Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

Approved:

(SGD) JOVELYN B. CURAY, MSCJ

Program Chair, College of Criminal Justice Education

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

February 19, 2024

ARIEL B. INCIO, CTT, LPT, MAEd
School Principal, Basic Education
Bohol Northern Star College
Poblacion, Ubay, Bohol

Sir:
Greetings!
The undersigned are presently conducting a study “Customer Satisfaction in
Business Center Services of Bohol Northern Star College: Basis for Service
Improvement” in partial fulfilment of the requirements for the subject in Accounting
Research at Bohol Northern Star College, Inc., Poblacion, Ubay, Bohol.
In this connection, I would like to ask permission from your good office to conduct
research and distribute questionnaires to the students enrolled in the Basic Education for the
school year 2023-2024. Rest assured that all information gathered will solely be used for the
research, and shall be treated confidentiality.

Your congenial accommodation of the aforementioned request is highly appreciated.

Thank you very much and more power to you.

Very truly yours,

(SGD) CRISTAL RUNA JANE
SALAS
(SGD) ESTELA SANCHEZ
(SGD) JESSA DABATOS
 63

(SGD) JEY VINCENT CUTANDA

(SGD) JUNREY LARIOSA
(SGD) MARA CUTANDA
(SGD) ROBERTO G. ESTILLER JR
Researchers

Approved:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

School Principal, Basic Education

APPENDIX B

QUESTIONNAIRE

To Our Beloved Respondents,

Herewith listed below are set of questions formulated from their research work
entitled “Customer Satisfaction in Business Center Services of Bohol Northern Star
College: Basis for Service Improvement”

We beg your kind and full cooperation on this matter through your honest
answers on the questions postulated therein. Rest assured your answers will be treated
strictly CONFIDENTIAL
. Please put a checkmark () on your chosen answer and provide the corresponding data f

I. 1 Profile of the STUDENTS’ Respondents: I. 2 Profile of EMPLOYEES’ Respondents:

1.1 Age 2.1 Age
13-18 yrs. old 25-30 yrs. old 21-25 yrs. old 30-35 yrs. old
19-24 yrs. old 31 & above 26-30 yrs. old 36 & above
1.2 Gender 2.2 Gender
Male Female
Male Female
2.3 Civil Status
Single Married
1.3 Level of Education
1.3.1 Junior High 2.4 Employment Designation
Grade Level: (Ex.7) __________ Teaching Staff
1.3.2 Senior High Non-Teaching Staff
Grade Level: (Ex. 11) ___________
1.3.3 College
Department: (Ex. CBA) ___________

ll. How often do you use the school business center?

 64

Rating Scale Weighted Mean (WM)

4.20 – 5.00 - Daily
3.40 – 4.19 - Weekly
2.60 – 3.39 - Monthly
1.80 – 2.59 - Rarely
1.00 – 1.79 - Not at all

Daily Weekly Monthly Rarely Not at all

(5) (4) (3) (2) (1)
Cafeteria Section
Photocopier Section
Retail Section
III. Direction: For each of the following items, check the column that represents
your honest response.
Legend:
Rating Scale Weighted Mean (WM) Description
4.20 – 5.00 - Very Satisfied (VS) Excellent
3.40 – 4.19 - Satisfied (S) Very Good
2.60 – 3.39 - Neither (N) Good
1.80 – 2.59 - Dissatisfied (D) Fair
1.00 – 1.79 - Very Dissatisfied (VD) Poor

ITEMS 5 4 3 2 1
Tangibles
1. The business center has a modern and
professional appearance.
2. The equipment and furniture in the business
center are well-maintained and in good
working order.
3. The business center provides a clean and
comfortable working environment.
4. There are adequate supplies (e.g., printing
paper, pens) available for my use.
5. The technology (e.g., internet speed,
printers) in the business center is reliable and
up-to-date.
Reliability
1. The business center staff consistently
delivers services on time as promised.
2. The business center can be counted on to
provide accurate information when I need it.
 65

3. The business center fulfills its commitments

regarding service availability (e.g., meeting
room reservations).
4. My requests for assistance are handled
promptly and efficiently.
5. The business center maintains consistent
operating hours.
Responsiveness
1. The business center staff is willing to help
me with my needs and requests.
2. The business center staff demonstrates a
genuine interest in resolving my problems.
3. The business center staff is attentive to my
questions and concerns.
4. I feel comfortable approaching the business
center staff with any issues I may have.
5. The business center responds quickly to my
inquiries and requests.
Assurance
1. The business center staff is knowledgeable
and competent in their roles.
2. The business center conveys a sense of
security and trust regarding the safety and
confidentiality of my information.
3. The business center has procedures in
place to ensure the quality of its services.
4. I am confident that the business center can
handle any problems that may arise during my
use of its services.
5. The business center pricing considered to
be affordable and budget friendly.
Empathy
1. The business center staff understands the
specific needs of business center users.
2. The business center staff is courteous and
professional in their interactions with me.
3. The business center staff is personalized in
their service approach and makes me feel
valued.
4. The business center staff shows a
willingness to go the extra mile to help me.
5. I feel respected and appreciated by the
business center staff.
 66

Open-Ended Questions:
What specific improvements or suggestions do you have for the school business center services:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Thank you for taking the time to complete this questionnaire. Your
feedback is valuable in helping us improve our school business center services.
- The Researchers

APPENDIX C

DATA PRIVACY AGREEMENT

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

DATA PRIVACY AGREEMENT

The researchers, who are conducting a research entitled “Customer
Satisfaction in Business Center Services of Bohol Northern Star College: Basis for
Service Improvement” primarily prioritize the confidentiality of personal data during
the conduct of Key Informant Interview. This document details how the
researchers use and protect personal data to comply with the Data Privacy Act of
2012 (DPA), its Implementing Rules and Regulations (IRR), other issuances of
the National Privacy Commission (NPC), and other relevant laws of the
Philippines.

PERSONAL DATA
To avoid possible confusion regarding the term “personal data” and “information”,
please read the definitions below about personal data.
Personal data refers to all types of:
• Personal information – “any information, whether recorded in a material form or
not, from which the identity of an individual is apparent or can be reasonably and
 67

directly ascertained by the entity holding the information or when put together
with other information would directly and certainly identify an individual;”
• Sensitive personal information – “personal information about an individual’s
race, ethnic origin, marital status, age, color, religious/philosophical/political
affiliations, health, education genetic or sexual life, legal proceedings,
government-issued identifiers and other information specifically established by an
executive order or an act of congress to be kept classified;” and
• Privileged information – “all forms of information which, under the Rules of
Court and other pertinent laws, constitute privileged communication, such as but
not limited to, information which a person authorized to practice medicine,
surgery or obstetrics may have acquired in attending to a patient in a
professional capacity.
Collection of Information
We collect your data, which includes information you provide and other
information we collect during your participation in the interview. The purpose of
collecting this information is to assess the business center’s strengths,
weaknesses, and opportunities for improvement.

Access to Information
As a general rule, the researchers do not and will not share personal data with
third parties except as necessary for the proper execution of processes related to
a declared purpose, or the use or disclosure is reasonably necessary, required,
or authorized by or under law. For purposes of the academic interest, we use and
share your information as permitted or required by law to pursue our legitimate
interests, including a variety of academic, administrative and statistical purposes.

Voluntary Participation
Informant’s participation in the research project is voluntary. Informant may
withdraw their consent to participate at any time without penalty.

Rights of Data Subject

Data subjects have the following rights: Right to be informed; right to object; right
to access; right to rectify or correct erroneous data; right to erase or block; right
to secure data portability; right to indemnify for damages, and right to file a
 68

complaint. The researchers’ decisions to provide access, consider requests for

correction or erasure, and address objection to process personal data, are
always subject to applicable and relevant laws and/or the DPA, its IRR, and other
issuances of the NPC.
Information Protection
The researchers implement all appropriate technical and necessary measures to
ensure a level of security, as required under the Data Protection Act and other
measures necessary for the researchers to comply with the security
requirements set out in the Agreement or that are otherwise required by other
prevailing law. The researchers undertake to inform the informants of the
technical and necessary measures, which it will implement to protect the
personal data being processed.

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

CONSENT
By signing this Data Privacy Agreement, you consent to the collection,
generation, use, processing, storage, and retention of your data by the
researchers for the purpose(s) described in this document. Please ensure that
you have completely read and understood the terms above before signing. You
also authorize the researchers to disclose your information to accredited/affiliated
third parties or independent/non-affiliated third parties, whether local or foreign, in
the following circumstances:
• As necessary for the proper execution of processes related to the declared
purpose; and
• The use or disclosure is reasonably necessary, required, or authorized by or
under law.
From time to time, it may be necessary for the researchers to revise this
document. Any revision made to this document shall be communicated. Any
change will not be applied and will not alter how the researchers handles
previously collected personal data without obtaining your consent unless required
by law.
 69

Moreover, I have read this form, understood its contents, and consent to the
processing of my data. I understand that my consent does not preclude the
existence of other criteria for lawful processing of personal data and does not
waive any of my rights under the Data Privacy Act of 2012 and other applicable
laws.

Signed by:

(SGD) ROCHILE D. LOPEZ

School Cafeteria Manager
Key Informant Interviewee

Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

CONSENT
By signing this Data Privacy Agreement, you consent to the collection,
generation, use, processing, storage, and retention of your data by the
researchers for the purpose(s) described in this document. Please ensure that
you have completely read and understood the terms above before signing. You
also authorize the researchers to disclose your information to accredited/affiliated
third parties or independent/non-affiliated third parties, whether local or foreign, in
the following circumstances:
• As necessary for the proper execution of processes related to the declared
purpose; and
• The use or disclosure is reasonably necessary, required, or authorized by or
under law.
From time to time, it may be necessary for the researchers to revise this
document. Any revision made to this document shall be communicated. Any
change will not be applied and will not alter how the researchers handles
 70

previously collected personal data without obtaining your consent unless required
by law.
Moreover, I have read this form, understood its contents, and consent to the
processing of my data. I understand that my consent does not preclude the
existence of other criteria for lawful processing of personal data and does not
waive any of my rights under the Data Privacy Act of 2012 and other applicable
laws.

Signed by:
(SGD) SHARIE MAE T. MONZON
Business Center OIC Manager
Key Informant Interviewee

Noted by:

(SGD) ARIEL B. INCIO, CTT, LPT, MAEd

Thesis Adviser

APPENDIX D

VIDEO CONSENT FORM

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

Video Consent Form

This form seeks your informed consent to participate in a video-recorded

interview for the research project titled “Customer Satisfaction in Business Center
Services of Bohol Northern Star College: Basis for Service Improvement.” Your
participation is voluntary, and you may decline to be video-recorded or withdraw
your consent at any time without penalty.

I. Purpose of Video Recording:

The purpose of video recording the interview is to:
 Capture your responses accurately and in detail.
 Allow researchers for better analysis of your non-verbal communication.
 71

 Facilitate collaboration within the research team.

ll. Recording Procedures:

 One video camera will be used to record the interview.
 The camera will be positioned to capture your face and upper body.
 Only you and the interviewer(s) will be present during the recording.

Ill. Data Storage and Confidentiality:

 The video recording will be stored securely with access restricted to the
research team and individuals authorized by the research institution.

By signing this Video Consent Form, you consent to the taking, generation, use,
processing, storage, and retention of your video by the researchers for the
purpose(s) of safekeeping and other matters related to the research.

Signed by: Noted by:

(SGD) ROCHILE LOPEZ (SGD) ARIEL B. INCIO, CTT, LPT, MAEd
School Cafeteria Manager Thesis Adviser
Key Informant Interviewee

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business, Accountancy and Allied Sciences
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

Video Consent Form

This form seeks your informed consent to participate in a video-recorded

interview for the research project titled “Customer Satisfaction in Business Center
Services of Bohol Northern Star College: Basis for Service Improvement.” Your
participation is voluntary, and you may decline to be video-recorded or withdraw
your consent at any time without penalty.

I. Purpose of Video Recording:

The purpose of video recording the interview is to:
 Capture your responses accurately and in detail.
 Allow researchers for better analysis of your non-verbal communication.
 Facilitate collaboration within the research team.

ll. Recording Procedures:

 One video camera will be used to record the interview.
 72

 The camera will be positioned to capture your face and upper body.
 Only you and the interviewer(s) will be present during the recording.

Ill. Data Storage and Confidentiality:

 The video recording will be stored securely with access restricted to the
research team and individuals authorized by the research institution.

By signing this Video Consent Form, you consent to the taking, generation, use,
processing, storage, and retention of your video by the researchers for the
purpose(s) of safekeeping and other matters related to the research.

Signed by: Noted by:

(SGD) SHARIE MAE T. MONZON (SGD) ARIEL B. INCIO, CTT, LPT, MAEd
Business Center OIC Manager Thesis Adviser
Key Informant Interviewee

APPENDIX E

VOICE CONSENT FORM

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business and Accountancy
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

Voice Consent Form

This form seeks your informed consent to participate in a audio-recorded

interview for the research project titled “Customer Satisfaction in Business Center
Services of Bohol Northern Star College: Basis for Service Improvement.” Your
participation is voluntary, and you may decline to be audio-recorded or withdraw
your consent at any time without penalty.

I. Purpose of Audio Recording:

The purpose of audio recording the interview is to:
 Capture your responses accurately and in detail.
 Facilitate accurate transcription for analysis.
 Facilitate collaboration within the research team.
 73

ll. Recording Procedures:

 A digital audio recorder preferably a cellphone will be used to record the
interview.
 The recorder will be positioned to capture your voice clearly.
 Only you and the interviewer(s) will be present during the recording.

Ill. Data Storage and Confidentiality:

 The audio recording will be stored securely with access restricted to the
research team and individuals authorized by the research institution.

By signing this Voice Consent Form, you consent to the taking, generation, use,
processing, storage, and retention of your audio recorded by the researchers for
the purpose(s) of safekeeping and other matters related to the research.

Signed by: Noted by:

(SGD) ROCHILE LOPEZ (SGD) ARIEL B. INCIO, CTT, LPT, MAEd
School Cafeteria Manager Thesis Adviser
Key Informant Interviewee

Republic of the Philippines

BOHOL NORTHERN STAR COLLEGE, INC.
College of Business and Accountancy
Poblacion, Ubay, Bohol

---------------------------------------------------------------------------------------------------------------------

Voice Consent Form

This form seeks your informed consent to participate in a audio-recorded

interview for the research project titled “Customer Satisfaction in Business Center
Services of Bohol Northern Star College: Basis for Service Improvement.” Your
participation is voluntary, and you may decline to be audio-recorded or withdraw
your consent at any time without penalty.

I. Purpose of Audio Recording:

The purpose of audio recording the interview is to:
 Capture your responses accurately and in detail.
 Facilitate accurate transcription for analysis.
 Facilitate collaboration within the research team.

ll. Recording Procedures:

 A digital audio recorder preferably a cellphone will be used to record the
interview.
 74

 The recorder will be positioned to capture your voice clearly.

 Only you and the interviewer(s) will be present during the recording.

Ill. Data Storage and Confidentiality:

 The audio recording will be stored securely with access restricted to the
research team and individuals authorized by the research institution.

By signing this Voice Consent Form, you consent to the taking, generation, use,
processing, storage, and retention of your audio recorded by the researchers for
the purpose(s) of safekeeping and other matters related to the research.

Signed by: Noted by:

(SGD) SHARIE MAE T. MONZON (SGD) ARIEL B. INCIO, CTT, LPT, MAEd
Business Center OIC Manager Thesis Adviser
Key Informant Interviewee

APPENDIX F

KEY INFORMANT INTERVIEW GUIDE

This interview is being conducted as part of a research study entitled

“Customer Satisfaction in Business Center Services of Bohol Northern Star College:
Basis for Service Improvement.” Your perspective as a member of the business
center staff is invaluable in assessing the center’s strengths, weaknesses, and
opportunities for improvement. The interview will focus on your insights and
experiences regarding various aspects of the business center to determine
factors that affect the quality of service offered.
Q1: Can you describe the main services you offered?
Q2: How long have you been in this kind of business/operation?
Q3: What do you find most rewarding about working at the business center?
Q4: How has the demand for different services changed over time?
Q5: In your experience, what are the most common customer concerns or
frustrations with the business center?
Q6: How do you handle customers inquiries or concerns regarding business
services?
 75

Q7: Are there any physical space limitations that hinder work efficiency or
organization of business center?
Q8: In your opinion, are there any major concerns or issues regarding hygiene
and cleanliness within the business center?
Q9: How much is your rent here in a month?
Q10: In your own opinion, how does rent and other expenses affect the price of
the products and services?
Q11: What are the other main challenges faced by the business center in
delivering quality services? (e.g., staffing, resources, technology)
Q12: What resources or support would you find most helpful in improving your
ability to deliver excellent customer service?
Q13: Based on your observations and interactions, how satisfied do you feel
users are with the business center's services?
Q14: What changes or improvements would you recommend to enhance the
user experience and overall satisfaction?

RESEARCHER’S BIODATA

CRISTAL RUNA JANE SALAS

Camambugan, Ubay, Bohol
0992-6252-423
[email protected]

PERSONAL INFORMATION

Date of Birth : September 29, 2002

Place of Birth : Jagna, Bohol
Age : 21 years old
Gender : Female
Civil Status : Single
Nationality : Filipino
Height : 5’0
Weight : 38 kgs
Mother’s Name : Rowena S. Tadem

EDUCATIONAL BACKGROUND
 76

Tertiary Level : BS in Accountancy

Bohol Northern Star College, Inc.
Poblacion, Ubay, Bohol

Secondary Level : Bohol Northeastern Education Foundation

Poblacion Ubay Bohol
March 26, 2011

Elementary Level : Camambugan Elementary School

Camambugan, Ubay, Bohol

SEMINARS ATTENDED

February 26,2022 : Academic Seminar: How to be a Certified Tax

Technician

December 04,2022 : Transformation Leadership Training and

Seminar

November 19,2022 : How to Get Hired (Internship Caravan)

RESEARCHER’S BIODATA

ESTELA G. SANCHEZ
Lomangog, Ubay, Bohol
09265060341
[email protected]

PERSONAL INFORMATION

Date of Birth : May 27, 1993

Place of Birth : Talibon, Bohol
Age : 30 years old
Gender : Female
Civil Status : Married
Nationality : Filipino
Height : 5'4
Weight : 47 kl.
Father's Name : Melanio C. Gamil
Spouse Name : John Daniel C. Sanchez

EDUCATIONAL BACKGROUND
 77

Tertiary Level : BSBA Major in Financial Management

Bohol Northern Star College, Inc.
Poblacion, Ubay, Bohol
2023

Secondary Level : San Pascual National Agricultural High School

San Pascual, Ubay, Bohol
2009

Elementary Level : Lomangog Elementary School

Lomanog, Ubay, Bohol
2005

SEMINARS ATTENDED

October 20,2022 : Financial Literacy Caravan, 2022

Virtual Seminar

December 04,2022 : CBAEO Seminar: Intangible Desire to Explore

and Challenge the Boundaries
RESEARCHER’S BIODATA

JESSA M. DABATOS
Poblacion, Ubay, Bohol
095122372930
[email protected]

PERSONAL INFORMATION

Date of Birth : March 27, 2000

Place of Birth : Poblacion, Ubay, Bohol
Age : 24 years old
Gender : Female
Civil Status : Single
Nationality : Filipino
Height : 5'2
Weight : 42 kl.
Father's Name : Eduardo A. Dabatos Sr.
Mother's Name : Jeannette M. Dabatos

EDUCATIONAL BACKGROUND
 78

Tertiary Level : BSBA Major in Financial Management

Bohol Northern Star College, Inc.
Poblaion, Ubay, Bohol
2023

Secondary Level : Holy Child Academy of Ubay, Inc.

Poblacion, Ubay. Bohol
2019

Elementary Level : Ubay, Central Elementary School

Poblacion, Ubay. Bohol
2012

SEMINARS ATTENDED

October 20,2022 : Financial Literacy Caravan, 2022

Virtual Seminar

December 04,2022 : CBAEO Seminar: Intangible Desire to Explore

and Challenge the Boundaries
RESEARCHER’S BIODATA

JEY VINCENT V. CUTANDA

Pag-asa, Ubay, Bohol
09949784744
[email protected]

PERSONAL INFORMATION

Date of Birth : April 05, 2001

Place of Birth : Pag-asa, Ubay, Bohol
Age : 23 years old
Gender : Male
Civil Status : Single
Nationality : Filipino
Height : 5’5
Weight : 48 kgs
Father’s Name : Julito Cutanda
Mother’s Name : Marivic Cutanda

EDUCATIONAL BACKGROUND
 79

Tertiary Level : BSBA Major in Financial Management

Bohol Northern Star College
Poblacion, Ubay, Bohol
2023

Secondary Level : Bohol Northeastern Education Foundation

Poblacion, Ubay, Bohol
2020

Elementary Level : Pag-asa, Elementary School

Pag-asa, Ubay. Bohol
2012

SEMINARS ATTENDED

November 20,2022 : Virtual Seminar Junior Confederation of

Finance Associations Philippines

December 04,2022 : CBAEO Seminar: Intangible Desire to Explore

and Challenge the Boundaries
RESEARCHER’S BIODATA

JUNREY F. LARIOSA
Pitogo, Pres. Carlos P. Garcia, Bohol
09075099246
[email protected]

PERSONAL INFORMATION

Date of Birth : June 24, 2000

Place of Birth : Pitogo, Pres. Carlos P. Garcia, Bohol
Age : 23 years old
Gender : Male
Civil Status : Single
Nationality : Filipino
Height : 5'7
Weight : 70 kl.
Father's Name : Leonilo R. Lariosa
Mother's Name : Jovita F. Lariosa

EDUCATIONAL BACKGROUND
 80

Tertiary Level : BSBA Major in Marketing Management

Bohol Northern Star College
Poblacion, Ubay, Bohol
2023

Secondary Level : Holy Child Academy of Pitogo, Bohol Inc.

Pitogo, Pres. Carlos P. Garcia, Bohol
2018-2019

Elementary Level : CPG, Central Elementary School

Pitogo, Pres. Carlos P. Garcia, Bohol
2012-2013

SEMINARS ATTENDED

October 23,2023 : Entrepreneurship: Starting and Growing a

Successful Business Seminar

December 04,2022 : CBAEO Seminar: Intangible Desire to Explore

and Challenge the Boundaries
RESEARCHER’S BIODATA

MARA M. CUTANDA
Guintaboan, Ubay, Bohol
09818103291
[email protected]

PERSONAL INFORMATION

Date of Birth : December 24, 2001

Place of Birth : Guintaboan, Ubay, Bohol
Age : 22 years old
Gender : Female
Civil Status : Single
Nationality : Filipino
Height : 5’1
Weight : 49 kgs
Father’s Name : Renato S. Cutanda
Mother’s Name : Letecia M. Cutanda

EDUCATIONAL BACKGROUND
 81

Tertiary Level : BSBA Major in Marketing Management

Bohol Northern Star College, Inc.
Poblacion, Ubay, Bohol
2023

Secondary Level : Bohol Northeastern Education Foundation

Poblacion, Ubay, Bohol
2019

Elementary Level : Guintaboan Elementary School

Guintaboan Ubay, Bohol
2013

SEMINARS ATTENDED

May 14,2023 : Enhancement Of Marketing Strategies And

Skills for the Members of Salabat Association

October 23,2022 : ENTREPRENEURSHIP: “Starting and

Growing a Successful Business Seminar
RESEARCHER’S BIODATA

ROBERTO G. ESTILLER JR.

Achila, Ubay, Bohol
0948-7397-255
[email protected]

PERSONAL INFORMATION

Date of Birth : March 25,2002

Place of Birth : Paco, Manila
Age : 21 years old
Gender : Male
Civil Status : Single
Nationality : Filipino
Height : 5’1
Weight : 60 kgs
Father’s Name : Roberto A. Estiller
Mother’s Name : Mary Jane G. Estiller
 82

EDUCATIONAL BACKGROUND

Tertiary Level : BS in Accountancy

Bohol Northern Star College, Inc.
Poblacion, Ubay, Bohol
2023

Secondary Level : Camambugan National High School

Camambugan, Ubay, Bohol
March 26, 2011

Elementary Level : Achila Elementary School

Achila, Ubay, Bohol
March 25, 2007

ACCREDITATIONS & CERTIFICATES

: Certified Tax Technician

Certified Bookkeeper
Sub-Professional Civil Service Eligible