An analysis of the factors influencing the satisfaction of the secondary customers of Central Philippine University and the possibility of sending return customers to the University

  • by Humar D. Aberia (completed October 2004)

ABSTRACT

This survey-correlation study attempted to analyze the factors influencing the satisfaction of the secondary customer of Central Philippine University and the possibility of sending secondary customers to the university. This study likewise determined percentages, differences, significance of the differences, predictive significance the variables, and the direction and significance of the relationship between variables. Data for this investigation were gathered from the 400 parents of students enrolled in the different departments and colleges for the University for school-year 2004-200, using an eleven-section researcher-made data gathering instrument. The instrument was face validated, pilot tested and revised using factor analysis via Statistical Package for Social Sciences (SPSS) 10.00. Data gathered were presented using percentage, means and standard deviations, and analyzed using t-test for independent samples, stepwise multiple regression analysis and pearson’s product moment correlation coefficient t. The alpha level for inferential statistic was set at .05. Results or the investigation revealed the participants are well informed about the admission and enrollment procedure. They also consider the procedure easy and do not differ significantly in their view Their level of knowledge about tuition fees was high, considered the fees high but they differ significantly in their opinion on some categories. They are moderately knowledgeable about billing practices and consider these practices advantageous to parents, and did not differ significantly in their vies. They are moderately familiar with the instructional effectiveness, perceive instruction to be effective and do not differ significantly in their perception. They are divided but do not differ significantly in their view of the University’s grading system. They consider the grading system efficient. They are familiar with the educational climate of the University and believe it is conductive to learning, but differ significantly in their view on certain categories. They are aware of their children’s safety in the University and do not differ significantly in their judgments. They are moderately informed of the University’s support services, consider these services adequate but differ significantly in their view on certain categories. They are satisfied with the University’s services and facilities but they differ significantly on certain categories. Although the respondents differ significantly as to certain categories they are certain to send return customers to the University. Screen questions are significantly and positively related to the main variables of the study. There are four predictors for customer satisfaction and six for return customers. The two dependent variables are significantly and positively related.

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