RESEARCH PLAN

Researchers: Salentes, Keziah Mae P.

Yamson, Janetth C.

Bunag, Jean Marie C.

Villanueva, Caryl.

Saura, Ma. Daniela M.

Legaspi, Timothy Simon

Grade 12- ABM-AYALA

Category: Business Management School: Nemesio I. Yabut Senior High School

School Address: Escuela Street, Guadalupe Nuevo, Makati City

Title of Project: Customer Satisfaction of Nemesio I. Yabut Senior High School in terms

of Instruction

Project Adviser/s: Mrs. Maria Cristina T. Balmores

Rationale

Educational institutions are becoming increasingly aware of the importance of

quality considerations in delivery of teaching, research programs and service. This is due

to the increasing numbers of students entering the education system and government

funding increasingly being tied to assessment of the quality of the teaching and research

programs at educational institutions (Shago 2005).

 In the article Student Satisfaction and quality of service in Italian universities,

Petruzzellis, D Uggento, Romanazzi 2006) also regarded students as customers of

universities and made the conclusion that universities need to adopt a customer centric

approach. Hill (2009) suggests, that the primary customers of the universities are the

students, and so higher education is increasingly recognizing that it is a service industry

and is placing greater emphasis on meeting the expectation and needs of the students.

Students can be regarded as customers of the universities. Therefore, it is important for

the university to focus on its customers, and to meet their expectations by providing

quality education. Moreover, focusing on student satisfaction not only enables

universities to re-engineer their organizations to adopt to students needs, but also allows

them to develop a system for continuous monitoring of how effectively they meet or

exceed students needs. (Elliot and Shin 2002:197) Students have increasingly begun to

see themselves as consumers or customers of a service organization and linked with this

is the high expectations of standards and efficiency from the educational institutions.

Students satisfaction is defined by Wiers- Jensser, Stensaker and Grogard

(2002:185) as students assessment of the services provided by universities and colleges.

Students satisfaction is a continually changing construct in the higher education

environment due to repeated interactions (Elliott and Shin 2002). It is a dynamic process

that requires clear and effective action as a result of an institution listening to its students.

Student satisfaction is a complex construct influenced by a variety of characteristics of

students and institutions. (Thomas and Galambos 2004:252)

Finaly-Nueman (1994) ascertains that dominant predictors of instructional

satisfaction include clarity of instructional task, professor feedback and identity of

instructional task. A study done by Haque et. Al. (2011) identified independent factors

that can affect student satisfaction based on services offered by the universities, and this

include quality of teaching.

A study by Nor Hidayu Shahadan (2006) found that a lecturers teaching quality

would be different based on his/her professional qualification. It was found that lecturers

who did not have professional education background were lacking in their method of

teaching and did not really emphasise on their teaching objectives when conducting their

teaching and learning session. This prove that it is important for universitys lecturers to

continously attending trainings or courses for the purpose of providing effective teaching

and this aspect had encouraged the reseachers to conduct this study. The content of each

lesson should be effectively delivered through various teaching methods. Impressive and

creative approaches will ensure effective and smooth lectures, in addition to fun and

meaningful lesson (Abdul Ghafar, 2003).Teaching methods are major elements to

determine an impressive and fun conduct of teaching and learning process. During the

lesson, the content should be delivered through effective and appropriate methods which

not only fun but it must be easy for students to comprehend the content. The lesson is

best delivered through clear voice projection as well as correct, clear, precise, and fluent

language. The writing should be neat and appropriate so as to be clearly seen and read by

all students. Lecturers should also be able to manage the activities and the time frame for

their lesson needs to be well planned, which means the content should be delivered in a

smart manner and appropriate pace. Customers could best be explained as those who use

the output or finish good and services of work, or they are the end users of goods or

services. (Akonai & Afi.E, 2011) Customers are often grouped according to their
demographics. Age, race, sex, ethnicity, income level and geographic location all go into

a customers demographic profile. Knowing all of this helps an organization or business

to picture their ideal customer or customer persona. (Investopedia, LLC. 2017)

While the term satisfaction refers to the quality of products and services, ongoing

business relationships, price-performance ratios with respect to products and services,

and meeting and exceeding the customers expectations (Grant, 2007). Therefore,

Customer Satisfaction can be defined as an affective summary. It is a principle that needs

to be experienced by the consumers for them to build and maintain their loyalty towards a

certain institution. (Coulson, July 2013).

Higher learning institutes should have effective leadership, knowlegable and

professional educators, impressive learning and teaching facilities, quality students and

relevant curriculum. These will gear and shape the institutions to be globally

competetive. According to Umaedi (1999), the major role of a learning institution is

producing quality human capitals for the nation. Quality education can be defined as the

ability of the education system to provide the needs and expectations of the users/clients

through continuous process of improvement. Success would be measured through the

ability of the national higher education system in producing graduates who have

impressive quality, as desired by the national educational principles and also marketable

as needed by the job industries, innovative particularly on entreprenuership and the

ability of the graduates to contribute for the community. Thus, efffective leadership plays

a major role for a higher learning institute to ensure smooth execution and achievement

of the strategic objectives as aimedby the institution. Therefore, highly educated and
great lecturers are very important in providing effective teaching which later produce

quality students.

One of the major responsibilities of the staff and lecturers is providing effective

service and teaching. The efforts to improve the quality of teaching and learning are the

priority of every higher learning institution and it is also one of the Governments

important agendas, which is improving the quality of teaching and learning particularly at

the tertiary level of education. Higher learning institutes have to adopt a sustainable

culture of providing quality teaching and better learning. Quality teaching and better

learning would always refer to appropriate teaching process, fulfilling teaching needs,

and having the ability to anticipate clients and stakeholders expectations in teaching and

learning, the appearance of conducive physical facilities, friendly staff, and great

administration services. Marsh and Hocevar (1990) defined teaching and learning quality

as teaching effectiveness delivered by the academic staff, good and quality interaction

between lecturers and students, which involves on how the lecturers entertain their

students in the classroom, how they transfer information from the institution board to the

students, or how they facilitate and motivate the students in the learning process. The

quality of teaching and learning is referred to students' opinion based on their experience

as students or clients of the program of study on the domains of their lecturers teaching

and learning quality.

This study aims to determine whether the customers (students) of Nemesio I.

Yabut Senior High School are satisfied with the instructions given by the teachers. The

findings that will be drawn from this study can help and improve the professional

performance of the teachers. Through this study, they can be able to know what will be
the possible techniques and effective strategies they will need to apply in order to

determine whether they meet the level of satisfaction of the students in terms of their

given instructions.

Statement of the Problem

Main Problem: Are the students of NIYSHS satisfied with the given instruction of the

teachers?

Specific Questions/Objectives

1. What is the demographic profile of NIYSHS students in terms of

a. Age

b. Grade Level

c. Strand

2. What is the demographic profile of the teachers in terms of

a. Age

b. Educational Attainment

c. Teaching Experience

3. What is the level of satisfaction of the students on the instruction given by the

teachers?

4. Is there significant relationship between the demographic profiles of the

teachers with the customers satisfaction of NIYSHS Students in terms of

Instruction?
Methods and Conclusion

Research Design

This is a quantitative study which made use of a descriptive method. The study

further conducted analysis of the data to form conclusions of the relationships of

teachers profile and the level of satisfaction of respondents in terms of instruction.

Sampling

In selecting participants, stratified sampling will be assumed by the researchers to

assure sufficient number of respondents from each grade level or section. The

respondents will be the students of Nemesio I. Yabut Senior High School both grade 11

and 12, which is made up of 140 females and 108 males belonging to nine different

sections (Banatao, Escoda, Pedro, Sycip, Romulo, Zara, Ayala, Pangilinan, Flores) from

four different strands namely GAS (General Academic Strand), ABM (Accountancy

Business Management), STEM (Science, Technology, Engineering and Mathematics)

and HUMSS (Humanities and Social Sciences) with a total number of 248 respondents.

Locale

The study will be made in Nemesio I. Yabut Senior High School which is within

the NIYES, and it is located at Escuela St. Guadalupe Nuevo, Makati City. This is a

public institution which just open a Senior High School last school year, where

researchers were also the students of this school, wanted to conduct a study that will

measure the customers (students) satisfaction in terms of the given instructions by the

teachers.
Research Instrument

The researchers will be using two questionnaires which serves as the research

instrument for this study. The first questionnaire will be composed of 3 parts: 1st, a short

cover letter, 2nd, selected demographic factors of the students and 3rd, questions about the

factors affecting the students satisfaction in terms of instructions, that will be answered to

get the expected data, for the students. The other one is also composed a short cover letter

and selected demographic factors to be answered by the teachers. The said research

questionnaire will be based from the past related studies that will be adopted and revised.

Those revisions will be important because it will be suitable for the research study.

Data Collection

The research questionnaires will be distributed by the researchers among the

students both grade 11 and 12 of Nemesio I. Yabut Senior High School which will be the

respondents of this study. Likert Scale will be used to measure the level of customers

satisfaction in terms of the given instruction by the teachers among NIYSHS students.
Likert Scale Numerical Ranges Categorical Responses

5 4.51 - 5 Excellent

4 3.51 - 4 Very Satisfied

3 2.51 - 3 Satisfied

2 1.51 - 2 Moderately Satisfied

1 1.- 1.5 Not Satisfied

Table 1 Likert Scale

On this table, the researchers use Likert Scale to measure the respondents

opinion or attitude towards a given subject. This will be the basis of how the researchers

will measure the responses of the customers (students).

Data Analysis

Correlation will be used as the statistical treatment for the data that will be

collected to pursue the goal of this quantitative descriptive study, which is to determine if

there is significant relationship between some selected demographic factors of the

teachers with the customers satisfaction of Nemesio I. Yabut Senior High School students

in terms of Instruction.
Bibliography

Kevin M. Elliot and Dooyoung Shin, Student Satisfaction: an alternative approach to

assessing this important concept Journal of Higher Education Policy and

Management vol. 24, 199-209

http://www.tandfonline.com/doi/abs/10.1080/1360080022000013518

Finaly-Neumann, E., Course work characteristics and students satisfaction with

instruction. Journal of Instructional Psychology vol. 21, 14-22.

http://psycnetapa.org/psycinfo/1994-39255-001.

Luca Petruzzellis, DUggento, A.M., Romanazzi, S., Student satisfaction and

quality of service in Italian universities Managing Service Quality vol. 16, 349-

364. www.emeraldinsight.com/0960-4529.htm

Shago, N.E. Student satisfaction survey as a quality improvement tool at

Tshwane University of Technology, submitted in partial fulfillment of the

requirements for the degree Magister Technologiae, Department of Post-

Graduate Studies in Education. Faculty of Education, Tshwane University of

Technology.

.https://www.researchgate.net/publication/35456429_Student_satisfaction_sur

vey_as_a_quality_improvement_tool_at_Tshwane_University_of_Technology

Thomas, E. H., Galambos, N., What satisfies students? Mining Student-Opinion

Data with Regression and Decision Tree Analysis Research in Higher Education

vol. 45, 251-269.

https://link.springer.com/article/10.1023/B:RIHE.0000019589.79439.6e
Wiers-Jenssen, J.,Stensaker, B.,Grogaard, J.B. Student Satisfaction: towards an

empirical deconstruction of the concept Quality in Higher Education vol. 8, 183-

195.https://books.google.com.ph/books?id=4N9b1pnpvbAC&pg=PA296&lpg=PA296

&dq=Wiers-

Jenssen,+J.,+Stensaker,+B.,+Grogaard,+J.B.+(2002).+Student+Satisfaction:+towards+an

+empirical+deconstruction+of+the+concept.+Quality+in+Higher+Education+vol.+8,+18

3-195.&source=bl&ots=rAd-

imd0Kn&sig=YKkaNwJepO1t1r9tvllEl9sRsUo&hl=en&sa=X&ved=0ahUKEwii6aL8wb

PVAhWGvI8KHaP5D3oQ6AEILTAB#v=onepage&q=Wiers-

Jenssen%2C%20J.%2C%20Stensaker%2C%20B.%2C%20Grogaard%2C%20J.B.%20(2

002).%20Student%20Satisfaction%3A%20towards%20an%20empirical%20deconstructi

on%20of%20the%20concept.%20Quality%20in%20Higher%20Education%20vol.%208

%2C%20183-195.&f=false

Akonai & Afi.E, DETERMINENTS OF CUSTOMER SATISFACTION AND

ORGANIZATIONAL EFFECTIVENESS

http://www.srpublishers.org/uploads/4/3/6/9/43696183/iijsr_1_3.pdf

Nor Hidayu Shahadan Teaching Quality and Students Satisfaction: The

Intermediatory Role of Relationship between Lecturers and Students of the Higher

Learning Institutes

www.mcser.org/journal/index.php/mjss/article/download/5854/5639
Schedule of Activities

June July August September October

2017 2017 2017 2017 2017

Preparation

of Research

Instrument

Data

Collection

Data

Recording

Data

Analysis

Conclusion

Writing the

research

paper

Revision(s)

Fault

Slide

Presentation

Preparation
Budgetary Requirement

ITEM PRICE

Printing of Survey Questionnaires P300

Printing of Research Draft

1st Draft P100

2nd Draft P100

3rd Draft P100

Printing of the Final Paper P100

Cost of Log Book P110

Cost of Rewritable CD P50

Cost of CD Burning P50

Cost of Soft Bound P100

Token P250

Transportation P200

TOTAL P1,460