HomeUniversitasvol. 9 no. 1 (2021)

The Use of Importance-Performance Analysis in Evaluating Student Satisfaction in University of Makati

Luke Ivan B. Moro | Bernardo T. Ombrog | Tessie Tapiador-Sagadraca | Virgilio B. Tabbu



This paper evaluated the level of satisfaction of students at the University of Makati, a university fully funded by the local government unit of Makati, through the use of importance-performance analysis. This descriptive-survey study used the Noel- Levitz student satisfaction inventory as its data collection instrument but with some modification. Using Likert scale, perceptions of students on the importance of five subscales and the performance of the university on the same subscales were measured. The gap between importance and performance was then determined and expressed as %f from importance to identify strengths and weaknesses. The five subscales are staff service, teacher service, facilities and student services, ICT/enrollment system, and ICT integration in the classroom. The study chose third year students of programs with licensure examinations enrolled in the second semester of SY 2018-2019 as participants of the study. A total of 474 students participated in the study for a response rate of 93%. Results of the study show that there are students in the university who are not residents of the city, staying in a dorm or with relatives, not studying full time, not taking the full load in a term, and with a general weighted average of “very good”. Results also show that the university caters to the price-sensitive segment of the urban market. Furthermore, a gap is serious in teaching competence and the extent of ICT integration while it is severe in staff service and online system and some aspects of student services. The findings highlight the need for the university to invest more in physical and ICT infrastructure to address the gaps. On the human capital, the study also shows that the university needs to train its staff and teachers for better service quality.