Sustaining Clients’ Index of Satisfaction at the Graduate School Level in a Catholic University in Northern Philippines

In a higher education institution that subscribes to the standards of quality and excellence, it normally becomes part of its routine activities to ensure sustaining its stakeholders with high degree of satisfaction and delight through the regular conduct of customer satisfaction surveys (CSSs). In St. Paul University Philippines (SPUP), the first ISO 9001-certified private university in the Philippines, CSSs are regularly done to assess how well it has succeeded in providing quality services and products both to its internal and external customers. This study is conducted in the Graduate School level of the University to primarily assess the extent of the graduate school student graduates’ satisfaction with respect to the quality of services and products provided to them by SPUP using a questionnaire based survey tool. Generally, the graduate participants in both the master’s and doctoral programs are very satisfied with the academic services and products that the University has provided them with, in areas such as general services, quality of service given by its academic and non-academic support staff, learning support facilities, learning experience and research related concerns. This study noted that despite the high ratings given by the participants on almost all areas, the University needs to improve its lodging and accommodation services for its foreign students as well as the services of the University Canteen and its other food satellites, its computer laboratory facilities and its document reproduction/duplicating facilities