International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Beyond Satisfaction: A Three-Year Trend Analysis of Service Quality at a Philippine Higher Education Institution

Author(s) Ms. Kimberly Joy Escano Alcaraz, Mr. Keirl Patrick Arahan Olaso, Mr. Roy Espineli Ferolino, Dr. Mark Irvin Castillo Celis
Country Philippines
Abstract This study examines the three-year trend in customer satisfaction at Lyceum of the Philippines University–Cavite (LPU-Cavite), as measured through the institution’s Customer Satisfaction Survey (CSS) from Academic Years (AY) 2022–2023 to 2024–2025. Acknowledging the growing importance of customer satisfaction as a key performance indicator in higher education institutions (HEIs), the university has adopted a data-driven approach to evaluating and enhancing the quality of its service delivery. Employing a quantitative research design, the study analyzed consolidated monthly CSS data collected from various service units. The survey focused on four core dimensions of service quality: politeness, courtesy, clarity, and promptness. Results reveal a consistent trend of high satisfaction ratings across all dimensions, reflecting the institution’s sustained commitment to quality assurance and stakeholder engagement. These findings affirm the university’s ongoing efforts to promote a responsive and student-centered service culture. Moreover, the study provides valuable insights for institutional leaders in identifying strengths, monitoring performance, and crafting targeted interventions for continuous improvement. The results underscore the importance of aligning administrative services with stakeholder expectations to ensure an enhanced customer experience in a competitive higher education landscape.
Keywords Customer Satisfaction, Service Quality, Higher Education, Trend Analysis, Quality Assurance
Field Sociology > Education
Published In Volume 8, Issue 5, September-October 2026
Published On 2026-09-30
DOI https://doi.org/10.36948/ijfmr.2026.v08i05.86454
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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