Aristeo J. Sailog; Michael M.
Orozco, DIT
Author:
Aristeo J. Sailog
Graduate Student, Master of Science in Information Technology
University of Perpetual Help System Laguna, Philippines
Email: sailog.aristeo@pangasinan.uphsl.edu.ph
Co-author:
Michael M. Orozco, DIT
Adviser, University of Perpetual Help System Laguna, Philippines
Email: orozco.michael@uphsl.edu.ph
ABSTRACT
This study evaluated the registrar
services of Perpetual Help College of Pangasinan using a customer-centric
approach and designed an IT-based enhancement program to improve service
efficiency and user satisfaction. The study utilized descriptive and developmental
research methods. Respondents included students, faculty members, staff, and IT
experts who assessed the current registrar services, identified potential
technological solutions, and evaluated the developed system. Data were gathered
using structured questionnaires based on the SERVQUAL Model, Technology
Acceptance Model (TAM), and ISO/IEC 25010:2023 software quality standards.
Statistical tools such as weighted mean and paired sample t-test were employed
in analyzing the data.
Findings revealed that the current
registrar services were generally rated positively with an average weighted
mean of 3.87, interpreted as “Agree.” Respondents identified strengths in staff
competence, procedural clarity, and operational efficiency. However, lower
ratings were observed in areas related to online document processing, digital
accessibility, and reduction of delays and errors. The proposed IT-based
enhancement program received strong support from respondents, obtaining an
average weighted mean of 4.51, verbally interpreted as “Strongly Agree.” The
developed online request and queuing system was evaluated as “Strongly
Acceptable” by users with an overall weighted mean of 4.6 and “Very High” in
effectiveness by IT experts with an overall weighted mean of 4.7.
The study concluded that
stakeholders are highly receptive to the digital transformation of registrar
services. The implementation of an IT-based registrar enhancement program can
significantly improve operational efficiency, accessibility, reliability, and
customer satisfaction within the institution.
Keywords: registrar services,
customer-centric evaluation, online request system, queuing system, IT-based
enhancement program
INTRODUCTION
Service quality has become a
crucial component of institutional effectiveness and student satisfaction in
higher education. Administrative offices, particularly the registrar’s office,
significantly influence the academic experience of students through enrollment
management, records processing, certification issuance, and academic
documentation. As educational institutions transition toward digital
transformation, stakeholders increasingly expect registrar services to become
faster, more accessible, accurate, and customer-oriented.
At Perpetual Help College of
Pangasinan, the registrar’s office performs vital academic and administrative
functions. However, traditional manual and semi-manual procedures continue to
present operational challenges such as delays in document processing, long
waiting times, limited online accessibility, and inefficiencies in records
management. These issues may negatively affect customer satisfaction and
institutional efficiency.
Previous studies emphasized the
importance of service quality frameworks such as the SERVQUAL Model in
evaluating administrative services in higher education. Likewise, the
Technology Acceptance Model (TAM) explains how users perceive and accept
technological innovations based on usefulness and ease of use. Furthermore,
ISO/IEC 25010:2023 provides internationally recognized standards for evaluating
software quality characteristics including functional suitability, performance
efficiency, reliability, compatibility, security, maintainability, and
flexibility.
Despite the growing body of
literature on digital transformation in higher education, limited studies have
specifically focused on registrar services using a customer-centric perspective
integrated with software quality evaluation. In the Philippine context, few
empirical studies have examined registrar services while simultaneously
proposing and evaluating an IT-based enhancement program grounded on
stakeholder needs and technological standards.
Hence, this study aimed to evaluate
the registrar services of Perpetual Help College of Pangasinan from a
customer-centric perspective and design an IT-based enhancement program to
improve service quality, operational efficiency, and user satisfaction. Specifically,
the study sought to assess the current state of registrar services, determine
the level of acceptability and effectiveness of the proposed system, and
identify whether significant improvements exist after system intervention.
LITERATURE REVIEW
The concept of service quality in
higher education has gained significant attention due to its direct
relationship with student satisfaction and institutional competitiveness. The
SERVQUAL Model developed by Parasuraman, Zeithaml, and Berry identified five
dimensions of service quality: tangibility, reliability, responsiveness,
assurance, and empathy. These dimensions are widely used to assess the
effectiveness of administrative services in educational institutions.
Studies conducted in higher
education institutions revealed that students consider administrative
efficiency as an important factor affecting their academic experience. Research
by Alemu (2023) demonstrated that service quality gaps negatively influence student
satisfaction when institutional services fail to meet customer expectations.
Similarly, Ramirez (2024) identified responsiveness and reliability as major
determinants of effective registrar services.
Registrar services play a critical
role in maintaining institutional operations, particularly in records
management, enrollment processing, certification issuance, and academic
documentation. According to Parks and Taylor (2019), registrar offices function
as the central administrative hub connecting academic and student services.
However, several institutions continue to face challenges in records management
due to outdated systems, fragmented databases, and lack of digital
infrastructure.
The integration of information
technology in administrative services has become increasingly necessary in
higher education institutions. Digital transformation enables institutions to
improve service delivery, reduce manual processes, minimize errors, and enhance
operational transparency. Studies by Fernández et al. (2023) and Wang et al.
(2023) emphasized that digital initiatives improve organizational efficiency
and customer satisfaction through automation and technology-enabled services.
The Technology Acceptance Model
(TAM) introduced by Davis (1989) explains that user acceptance of technology is
primarily influenced by perceived usefulness and perceived ease of use.
Research conducted by Lin and Yu (2023) confirmed that systems perceived as
efficient and user-friendly achieve higher levels of acceptance among
stakeholders.
Moreover, ISO/IEC 25010:2023
provides a comprehensive framework for evaluating software quality through
characteristics such as functional suitability, performance efficiency,
compatibility, interaction capability, reliability, security, maintainability,
and flexibility. These standards are essential in determining whether IT-based
systems effectively address institutional needs and user expectations.
Although prior studies investigated
service quality and digital transformation independently, limited research
integrated customer-centric evaluation with structured software quality
assessment specifically for registrar services. This study addressed this gap
by combining service quality evaluation, stakeholder perception analysis, and
IT-based system assessment in the context of registrar operations at Perpetual
Help College of Pangasinan.
METHODOLOGY & TECHNIQUES USED
This study utilized descriptive and
developmental research methods. The descriptive method was employed to assess
the current registrar services and identify areas requiring improvement, while
the developmental method was used in designing and evaluating the IT-based
enhancement program.
The respondents consisted of 140
participants, including students, faculty members, staff, and IT experts from
Perpetual Help College of Pangasinan. Stratified random sampling was utilized
to ensure representation from each respondent group.
Data were collected using
structured survey questionnaires based on the SERVQUAL Model, Technology
Acceptance Model (TAM), and ISO/IEC 25010:2023 software quality standards. The
questionnaires measured service quality dimensions, user acceptance, and system
effectiveness.
The proposed IT-based enhancement
program consisted of:
- Online
Request System (Web-Based)
- Online
document request submission
- Request
tracking and status updates
- Digital
records management
- LAN-Based
Queuing System
- Automated
queue number generation
- Queue
monitoring and transaction prioritization
- Integrated
registrar transaction management
The developed system utilized HTML,
CSS, JavaScript, and PHP technologies for frontend and backend operations.
Data analysis employed weighted
mean, frequency counts, percentages, and paired sample t-test to determine the
effectiveness of the intervention and identify significant differences between
pre-test and post-test evaluations.
Ethical considerations such as
informed consent, confidentiality, and compliance with the Data Privacy Act
were strictly observed throughout the conduct of the study.
RESULTS AND DISCUSSION INCLUDING
TABLES
Table 1. Current State of the
Registrar Services
|
Indicators |
Mean |
Interpretation |
|
Clear and organized procedures |
3.96 |
Agree |
|
Reasonable processing time |
3.91 |
Agree |
|
Knowledgeable staff |
4.02 |
Agree |
|
Accessible communication channels |
3.83 |
Agree |
|
Convenient office hours |
3.98 |
Agree |
|
Efficient office layout and
queuing system |
4.01 |
Agree |
|
Minimal delays and errors |
3.73 |
Agree |
|
Availability of online processing
options |
3.63 |
Agree |
|
Overall customer service
satisfaction |
3.86 |
Agree |
|
Current system meets user needs |
3.80 |
Agree |
|
Average Weighted Mean |
3.87 |
Agree |
The results indicate that
respondents generally perceived the registrar services as satisfactory. Staff
competence and operational efficiency received the highest evaluations, while
online processing options and error reduction obtained relatively lower ratings,
highlighting the need for digital enhancement.
Table 2. Proposed IT-Based
Enhancement Program
|
Proposed Features |
Mean |
Interpretation |
|
Online request and tracking
system |
4.44 |
Agree |
|
Digital enrollment platform |
4.44 |
Agree |
|
Self-service portal |
4.58 |
Strongly Agree |
|
Online request and queuing system |
4.43 |
Agree |
|
Automated notifications |
4.49 |
Agree |
|
Chatbot/helpdesk support |
4.33 |
Agree |
|
Centralized database |
4.60 |
Strongly Agree |
|
Digital academic form processing |
4.44 |
Agree |
|
Analytics and reporting feature |
4.54 |
Strongly Agree |
|
Support for IT-based registrar
system |
4.83 |
Strongly Agree |
|
Average Weighted Mean |
4.51 |
Strongly Agree |
The findings demonstrate strong
stakeholder support for implementing digital registrar services. Respondents
strongly favored centralized databases, self-service portals, and automated
systems to improve accessibility and operational efficiency.
Table 3. Level of Acceptance of the
Developed System
|
Characteristics |
Mean |
Interpretation |
|
Functional suitability |
4.8 |
Strongly Acceptable |
|
Performance efficiency |
4.7 |
Strongly Acceptable |
|
Compatibility |
4.6 |
Strongly Acceptable |
|
Interaction capability |
4.7 |
Strongly Acceptable |
|
Reliability |
4.5 |
Strongly Acceptable |
|
Security |
4.7 |
Strongly Acceptable |
|
Maintainability |
4.7 |
Strongly Acceptable |
|
Flexibility |
4.6 |
Strongly Acceptable |
|
Safety |
4.6 |
Strongly Acceptable |
|
Overall Weighted Mean |
4.6 |
Strongly Acceptable |
Users evaluated the developed
system very positively across all software quality characteristics. Functional
suitability received the highest rating, indicating that the system effectively
met registrar operational requirements.
Table 4. Level of Effectiveness of
the Developed System
|
Characteristics |
Mean |
Interpretation |
|
Functional suitability |
4.8 |
Very High |
|
Performance efficiency |
4.6 |
Very High |
|
Compatibility |
4.6 |
Very High |
|
Interaction capability |
4.6 |
Very High |
|
Reliability |
4.6 |
Very High |
|
Security |
4.6 |
Very High |
|
Maintainability |
4.7 |
Very High |
|
Flexibility |
4.8 |
Very High |
|
Safety |
4.6 |
Very High |
|
Overall Weighted Mean |
4.7 |
Very High |
IT experts confirmed the
effectiveness of the developed system in supporting registrar operations.
Functional suitability and flexibility received the highest ratings, indicating
that the system effectively addresses institutional requirements while remaining
adaptable for future enhancements.
REFERENCES
Alemu, A. (2023).
Service quality and student satisfaction in higher education institutions.
Benavides, L., et al.
(2020). Digital transformation in higher education institutions.
Davis,
F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance
of information technology. MIS Quarterly, 13(3), 319–340.
DeLone,
W., & McLean, E. (2003). The DeLone and McLean model of information systems
success.
Fernández, A., et al.
(2023). Digital transformation and educational administration.
Lin, H., & Yu, T.
(2023). Technology acceptance in higher education systems.
Parasuraman,
A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality.
Parks, S., & Taylor,
M. (2019). Registrar operations and student services in higher education.
Ramirez, J. (2024).
Administrative service quality and student satisfaction.
Wang, Y., et al. (2023).
ICT transformation in higher education institutions.
ISO/IEC 25010:2023
Systems and Software Quality Requirements and Evaluation.
