Extent of Customers’ Satisfaction on Different Services of Pangasinan State University Lingayen Campus

Abstract

The objective of this study was to determine the areas that Pangasinan State University - Lingayen Campus (PSU-LC) could improve in its operations. It was a survey on the extent of satisfaction and feedback of the customers of PSU-LC on its different services during the two semesters of 2019. This also included the faculty performance evaluation of the six colleges of PSU-LC. The various stakeholders of PSU-LC served as the respondents which were selected through simple random sampling. Using simple tools like average weighted mean, frequency and ranking. the data gathered were analyzed descriptively and were presented in tables. The results of the survey revealed that Medical-Dental Services and Physical Plant and Facilities (Classroom) Services got the highest customer satisfaction rating of very highly satisfied for the first and second semesters, respectively. The Library Services, on the other hand, was among the services which consistently got the lowest satisfaction rating for both semesters. Also, it was found out that the services of PSU-LC in general were very highly satisfactory to the customers for both semesters in terms of timeliness, access, convenience, staff attitude and end result. In terms of customers’ feedback, they suggested that PSU-LC has to work on the provision of some facilities in the library, performance improvement of some Registrar’s staff, and provision of advanced equipment in laboratories.  For the faculty performance evaluation, the results revealed that the six colleges of PSU-LC obtained a very satisfactory to outstanding ratings in performing their academic duties.