Undergraduate Thesis Bachelor of Science in Office Administration University of Rizal System, Rodriguez, Rizal
2023

The objective of this study was to identify the Status of Customer Service
among Admission Offices in Private Senior High Schools at Montalban Rizal using the Service Quality Dimensions. The researchers used a Quantitative Approach in collecting information and Methodological Triangulation to strengthen the findings. The respondents of this research were Grade 11 and Grade 12 Accountancy, Business, and Management Strand (ABM) students from the 2 different Private Senior High Schools located at Montalban Rizal. This study utilized frequency and rank, mean and F test to treat the Quantitative Data and Thematic Analysis for the Qualitative Data.
The findings are summarized as follows: The majority of the respondents
were female (F=74, %=58.3). In terms of age range were 18 years old or below (F=78, %=61.4). Regarding year level, grade 11 had the largest frequency (F=72,
%=56.7). In the implementation of the Status of Customer Service Among Admission Offices in Private Senior High Schools at Montalban, Rizal, has been
assessed in terms of the given dimensions with the Level of Expectations and
Level of Perceptions. The assessed given dimensions in terms of Level of
Expectations' was verbally interpreted as High' (M=3.82). Meanwhile, the
assessed given dimensions in terms of Level of Perception' was verbally interpreted as 'Moderate' (M=3.1).
Combining these two scores, were the Final Status of Customer Service
among Admission Offices in Private Senior High Schools at Montalban, Rizal and
it is calculated (M=3.46) which is also interpreted as 'High', The Status of Customer Service among Admission Offices in Private Senior High Schools at
Montalban, Rizal, is indeed considered 'High'.
The analysis revealed a significant difference in "Responsiveness" based on age, indicating that age influences this aspect of customer service. However, age did not have a substantial impact on other customer service attributes such as Reliability, Assurance, Empathy, and Tangibles. Additionally, no significant differences were found when respondents were grouped by sex and year level.
Based on the findings of the study, the following conclusions arrived. Most
Senior High School students are teenagers, and among the five strands, including Accountancy, Business, and Management (ABM), a notable number of female students in ABM at private senior high schools in Montalban, Rizal,
implies potential variations in how each gender perceives customer service at
admission offices. Understanding these distinctions is crucial for improving
services for both genders. Understanding these distinctions can lead to
improvements in services for both genders. The ABM students in private senior
high school experience a good and consistently high quality of customer service in these admission offices. Students expect a lot from school admission offices
especially the customer services, the private senior high school meet the
expectations of the students. The study reveals a significant difference between
age and "Responsiveness" in customer service at private senior high school
admission offices in Montalban, Rizal. This emphasizes that maturity affects the
customers expectations and perceptions. However, there is no notable difference in customer service experiences when respondents are categorized by sex and year level. With the cited conclusions and findings of the study, the following overall recommendations are presented: School Office Administration can
continue creating and giving quality services to students where students continue appreciate and gave a positive feedback on the services. Admission Office
Administrator can build good relationships with the students; give their best on
giving services and allowing them to receive good feedback from students.
Students can continue giving feedback on school admission services to inform the staff about the quality of service provided. Future researchers can use this
study as a reference for investigating workload issues, selection, optimization,
and compensation strategies. They may also explore various dimensions in
assessing service quality within administration office