Philippine E-Journals

Communication Effectiveness, Student-Centered Approach, and Quality of Service in Registrar’s Office in a Private Institution

Shirylyn Berongoy | Edzen A. Espina | Nenita I. Prado

Discipline: Education

 

Abstract:

This study investigates the relationship between Communication Effectiveness, Student-Centered Approach, And Quality of Service in The Registrar’s Office in A Private Institution, specifically focusing on the University Registrar's role. As institutions face increasing pressure to meet student expectations and enhance service delivery, this research explores how effective communication and a student-centered approach contribute to perceived service quality. Anchored in the Coordinated Management of Meaning (CMM) theory, the SERVQUAL model, and John Dewey's Learning by Doing theory, the study assesses communication effectiveness, the degree of student-centeredness in the registrar's office, and the perceived service quality across dimensions like efficiency, timeliness, professionalism, staff competency, customer support, and technological infrastructure. Data was collected via surveys from third- and fourth-year students at multiple campuses of Liceo de Cagayan University. The study intends to provide actionable insights for optimizing registrar practices, improving student satisfaction, and informing the development of targeted training programs for university personnel. The findings suggest that while registrars demonstrate strengths in communication effectiveness and prioritizing student needs, improvements are needed in providing timely feedback and enhancing training resources. Furthermore, increased student collaboration and clearer performance standards can further enhance service delivery. Ultimately, this research aims to contribute to an enhanced educational environment by emphasizing the importance of communication and student-focused strategies in delivering quality service.