Student Satisfaction And The Quality Service Delivery Of Cashier Section In Higher Education Institution

Nenita  I. Prado,; Edzen  A. Espina,; Aprilyn  Paglinawan,

Student Satisfaction And The Quality Service Delivery Of Cashier Section In Higher Education Institution

Aprilyn Paglinawan | Edzen A. Espina | Nenita I. Prado

Discipline: Education

Abstract:

Students' overall experiences and satisfaction levels are greatly influenced by the cashier section's quality of service delivery in educational institutions. Ensuring the quality of services provided to students benefits not only the institution but also contributes to the overall development and success of individual students. The purpose of this research is to investigate student satisfaction with the quality of service provided by the cashier section in educational institution. And also, to find out the relationship between service quality and student satisfaction, as well as to understand students’ perspectives, expectations, and preferences about their encounters with the cashier area by investigating multiple characteristics of service quality, such as inquiries and assistance, their satisfaction with accuracy, how they handle the transaction, and professionalism. The study was quantitative research. And for this investigation, the researcher will employ a descriptive correlation and causal research design. The respondents of the study were the first-year to fourth-year students enrolled during the second semester of the academic year 2023-2024 (with a total of 6,477 students enrolled respectively based on the automated record). From this population of the students a sample size of 363 was determined using Slovin’s formula. The questionnaire items were assessed using a 5-point rating scale. The research instrument will be pilot tested on a subset of 30 students who will not be part of the study. As a result, for cashier service level, payment service, inquiry service, and assistance service are considerably higher, which show very strong positive associations, there is a considerable correlation between overall contentment and satisfaction with the support and service quality received. However, for inquiries, payments and assistance the results indicated that respondents generally agree and rate their experiences as good, suggesting that these areas meet customer expectations. The overall ratings are positive, there is always room for improvement. Additionally, in the level of cashier professionalism, proper mannerism and accuracy, result shows that respondents are highly satisfied, all receiving high ratings. Overall, by focusing areas requiring improvement, organizations can better align their services to the factors that have the greatest impact on customer satisfaction.

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