Research Mariano's Group

8/14/2019 Research Mariano's Group

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Service Quality and Customer Satisfaction: An Assessment of the Services of Saint LouisUniversity Internet Library

Authors: Kevin Boacon, Sherwin Mariano, Dennis Sol

Abstract

The researchers came up with this study, which aims to determine and analyze the level anddegree of satisfaction of student which consist of 3 rd yr. to 5 th yr. CAC and CEA regarding theservices rendered by S.L.U. Internet Library. The study looked into the quality of servicesoffered by the internet library of Saint Louis University to its students along with the specificservices. It also aims to recommend further improvements on the services offered by S.L.U.Internet Library and to bring out the complaints of the students with regards to the problems theyencounter. The results and findings of this study would be benefited on the part of the SLUinternet users. For the management of SLU internet library it would serve as an encouragementfor the improvement of it s services. For the researchers, which had knowledge about the

services of internet library, it enables them to have greater understanding and appreciation on thesubject being studied. To attain the objectives of this study, the descriptive research, surveymethod was utilized with the questionnaire as the main instruments in gathering data. The datacame from a survey of 200 each on the part of CAC and CAE. The most frequently a useservice in the internet library is researching as mostly availed by the 3rd, 4th, 5 th year students of CAC and CEA. In terms of the satisfaction level of students, internet service and customer service were assessed by the users as moderately satisfying the needs of the students. All in all,the student who uses the internet library is moderately satisfied with the internet library. Thestudents of CAC and CEA have significant differences in their level of satisfaction because of the varying degree of needs responded by indicated internet services. Thus the students on theother had yearned for more improvements in the services they are receiving especially in the

categories that receive a rating of dissatisfaction.

Keywords

SLU Internet Library, SLU Internet Library Services, Customer Satisfaction, Level of Customer Satisfaction, Service Quality, Customer Service


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1.0 Introduction

Around the world one can go and rent a computer and access the internet in internetcafes.

In the U.S., the burst of the Internet bubble by late 2000 also changed the Internet Cafe

industry overnight as the sources for new venture capital money virtually disappeared.Also, the increasing success of portable computers and Wi-Fi internet access, combined with thefact that more and more people were having Internet access at home, resulted in fewer customersfor the Internet cafes. However, as a dynamic industry, many new cybercafs and many of theold ones started to offer a bit more targeted services than just coffee and computers, to bring innew customers. For example, some cybercafs started to offer services primarily for gamers (andstill do). Typically, these cafes offer the latest computer games with state of the art computers.The success of broadband network gaming brought the concept of LAN parties to these Internetcafes, as they organise gaming tournaments over broadband LAN connections. By late 2002, theInternet gaming cybercafes had become a huge success around the world (http://www.internet-cafe-guide.com/internet-cafe-history.html).

In Europe they usually target students who want to do more surfing than they are allowedat their college, according to Britain's Internet magazine. Internet Cafes are everywhere inEurope. In public libraries, in tourist offices or as independent businesses in the cities and towns.Sometimes they are great, sometimes not so great . In many emerging economies like Zimbabweand Kenya, cybercafs often are the local people's only means of accessing the Internet(http://www.isoc.org/oti/articles/0199/rao2.html ).

In Peru, internet cafes can be found almost everywhere in a village with of only fivehouses and a donkey, its still worth asking if there is internet available. In larger towns, internetcan be found on almost every block. Though, internet cafe as this translates literally to internetcoffee, which could lead to confusion or an unexpected date and most Peruvian internet cafesdont actually serve coffee. Peru internet cafes vary in quality and connection speed. As a very

general rule, if the computers look good and the interior is well laid out then the standard will probably be high. Many internet cafes have a set rate per hour. Some internet cafes have a meter system on each computer which slowly rises as time passes by. This can be a better option if inneed of only a short amount of time online. In many internet cafes in Peru, backpackers can burnCDs ideal for backing up photos stored on cameras and memory sticks. This service is offeredin a few internet cafes more so in larger towns and cities if unsure how to do it yourself (Dunnell,2010).

Though in China, a resolution that quickly suggest closure of Chinese Internet cafes between midnight and 8am. Since internet users in China are deemed internet addicts whereChina's youth are in trouble, and its not just their lack of physical fitness . Though zero-hour cutoff for internet cafes due to long-term internet addition in Chinese youth (Weinland, 2010).

However, as many Internet cafes in some countries have evolved into advanced gamingor business centers, the original cybercafe idea (of providing basic Internet access) is still a major growth story in many parts of the world. In India a high- profile, $50-million agreement to setup 1,000 Internet community centers with up to 20 terminals each, thereby providing widespreadInternet access as well as employment for up to 50,000 people. WorldTel first experimented withsuch concepts in Latin America, in countries like Peru and Mexico. Internet caf access centershave been springing up around the world. According to two of the leading Internet caf resourcesonline, the Cybercaf Search Engine (Rao, 2010).
http://www.isoc.org/oti/articles/0199/rao2.htmlhttp://www.timeslive.co.za/sport/other/article338093.ecehttp://www.isoc.org/oti/articles/0199/rao2.htmlhttp://www.timeslive.co.za/sport/other/article338093.ece


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In the Philippines , internet cafs are very frequently on the streets. The names of the internetcafs in the Philippines are sometimes joined with "net" on the end.

Saint Louis University provides internet service to its employees, faculty and studentsthrough its internet library (Net Lib) where there are 216 computers connected to the internet.The Internet/Intranet workstations allow users to utilize information resources from other

computers around the world via the World Wide Web. Access to the Internet/Intranet enablesthese persons to explore thousands of libraries, databases, bulletin boards, and other resourceswhile exchanging messages with people around the world. While this computer network is tosupport research, education, and administrative activities of students, faculty, and staff of SaintLouis University by providing access to computing resources and the opportunity for collaborative work. For these reasons, it is obvious that it would be to the benefit of the faculty,staff and students to have access to these resources, through the SLU Internet and/or Intranetfacilities (http://www.slu.edu.ph/inet/services/access_policies.jsp).

It was in 2005 when SLU and BayanTel Communications signed a partnership for theestablishment of a broadband Internet access platform in the universitys internet libraries. TheSLUBayanTel Internet cards have more number of hours of usage if used in the SLU Internet

libraries within the campuses. For cards worth Php 300, the numbers of hours of usage increasedfrom 35 to 70 hours, and for the cards worth Php100, the number hours of usage increased from12 to 24 hours. However, if the cards are used solely for dial-up internet access, the regular number of hours of 35 hours and 12 hours, respectively, will remain. Hence, using the cardsinside the school is highly recommended (Net Lib Office, 2006).

A survey was conducted by White and Blue (the official student publication of SaintLouis University) and published from one of its issues dated February 2009 Volume XII Issue IIfound out that 87 % of Louisians say Net Lib did not improve. Despite periodic upgrades,majority of Louisians say the internet library had no improvements since the first time they usedthe facility. 104 out of 120 students responded disapprovingly in White & Blues survey (2009)tackling how they feel about the Net lib. Majority of the respondents said the slow internet speedand lack of useful software discouraged them to visit the place. The respondents said theabsence of headsets and affordable printing services, (which cost php4.00 per page) were thecommon reasons why they said the Net Lib did not improve. Along with these, problems onbrowsers suddenly going blank for no apparent reason and boxes saying, This action does notcomply with the SLU internet library policy that pop up on their screens irritated themwhenever they visited the Net Lib. However, citing 216 working computer units in the Net Lib,35 per cent of the respondents said they view the Net Libs services as satisfactory (Tulas, 2009).

SLU Net Office director, explained that the main reason why the computers functionslowly was the flash drives students insert in the CPUs. The Net Lib, built in 1998 with 80computer terminals, has programs installed like Microsoft Word and Adobe Reader. But the saidrespondents demanded officials to install other useful software. Others moaned about the

blocking of a number of sites in the Net Lib. Chugsayan shrugged the complaints off saying thestudents can come to the Net Office and request for unblocking, provided they give their reasons. He cited some of the most noted improvements in the Net Lib since his term: terminalsfor the disabled, Wi-Fi access, configuration of portable playstations and smartphones, and the

provision of printing services (Tulas, p.2).In January 1998, internet access reached the university when SLU internet library started

its operation with fifty personal computers. Internet is offered not only to the faculty and staff of the university but for the students as well, as a part of the universitys mission of providing
http://en.wikipedia.org/wiki/Philippineshttp://en.wikipedia.org/wiki/Philippines


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materials and services in meeting their research, educational and professional needs. Theuniversity internet workstations allow users to utilize information resources from other computers around the world via the World Wide Web. Access to the internet enables students toexplore thousands of libraries, databases, bulletin boards and other resources while exchangingmessages with people around the world. For these reasons, it is obvious that it would be the

benefit of the students to have access to these resources to through the internet library facilities(Kitong et al., 2001).Since the internet workstations in the internet library are intended to be used as research

and educational purposes, not devices for entertainment and personal communication, internetaccess facilities offer access to informational resources, e-mail services and Wi-Fi access only.Therefore internet games, on line talk, and chatting are not allowed. In addition, for commercialor profit ventures. Compliance with this restriction is a requirement for users. Also, internet isavailable during hours when the university is open, subject to periodic maintenance.

Access to informational resources as one of the services offered simply refers to researchand educational searching or academic related searching. Also, surfing the internet is included inthis service. But it should be noted that users are not permitted to display any visual images

containing nudity, obscenity, or graphic violence as written in the internet access policies foundfrom the servers of SLUNet.Another internet service offered by the internet library is access to e-mail service.

Electronic mail can be used not only to exchange correspondence with friends, but to transfer documents, obtain electronic copies of books, subscribe to electronic new services or to journals,and obtain just about anything over the internet.

A Wi-Fi service of the internet library was a recent development. Under this servicestudents can connect and surf to the internet using their own laptop or notebook computersthrough wireless connection. But pertinent rules are observed in bringing in laptops inside thecampus.

As indicated in policy guidelines #9 and # 14 respectively of the internet access policies,all users must have paid in advance the required access fees, before using the system.Appropriate identification cards are required for users entering any internet access facility of theuniversity. Information available through the internet is not warranted by SLU to be accurate,authoritative, factual, or complete. The availability of information via the internet does notconstitute any endorsement or ratification of that information. Users then are responsible for verifying the accuracy of any material in the internet (SLU Net, 1997).

Any SLU student may open an internet account for purposes of accessing the internetand/or e-mail purposes. Internet access is through a system of username/password stub, whichcan be bought directly from the accounting office. Each username/password stub costs

php100.00 and may be used till the credits run out. The user may use internet workstations in theinternet library that is located at the basement of the library building- Msgr. Charles VathBuilding. The current denomination of the stubs is good for about 3-4 hours of internet use. Aseparate individual e-mail account may be opened after paying a fee of php100.00 per semester.All payments should be made first at the accounting office before using the internet (SLU Net.,1997).


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As indicated in SLU internet access policy, facility staff will conduct a brief orientationwith each user before permission is granted to use a workstation. The staff will not provide anyfurther instructions in performing searches since the workstations are designed and intended for users with prior knowledge and some experience in using the internet. It is the responsibility of the user to learn how to navigate the internet. It is not possible for the staff to offer extensive

explanations about internet or personal computer use to provide in- depth training. However,internet training opportunities shall be made available to student t users when deemed necessary,and schedules shall be announced (SLU Net., 1997).The internet library is under the SLUNET Office, which is envisioned as an office that is capableof delivering excellent quality support services through planning, designing, and implementationof state-of-the-art computer hardware and networking technologies for the university, includingthe operation and maintenance aspects of such technologies in providing quality of service.

By this presented facts, the study emerged because the researchers felt that a genuinestudy of the satisfaction of services of the SLU internet library to students is applicable sincethey use internet. The researchers came up with this study, which aims to determine and analyzethe level of satisfaction of every student regarding the services rendered by SLU internet library.

It also aims to recommend further improvements on the services offered by SLU internet libraryand to bring out the complaints of the students with regards to the problems they encounter honing on the service promotion, internet service, and customer service of the SLU internetlibrary. Further, it identifies, critically assesses and summarizes the satisfaction level of 3rd yr to5th year Saint Louis University engineering and commerce students on the services of theinternet library. It identifies gaps and needs for improvement on its services and recommendsimprovement of its services based on the findings.

Specifically the researchers will seek answers to the following questions: 1) Which of the services in SLU internet library do students patronize more? What is the level of satisfactionof CEA and CAC students on the services of the SLU internet library? Is there a significantdifference on the level of satisfaction between the students of CEA and CAC?

The third problems null hypothesis is, there is no significant difference on the level of satisfaction between the students of CEA and CAC.

2.0 Methods

2.1 Research Design and Methodology

The study used the descriptive research method. This type of research utilizesobservations in the study. To illustrate the descriptive type of research, Creswell (1994) guidedthe researcher when he stated: Descriptive method of research is to gather information about the

present existing condition. This method also describes what currently exists, thereby givingsome points for improvement. Primary research was conducted using questionnaire surveys thatare sent to the randomly selected 3 rd yr. to 5 th yr. students from CAC and CEA of Saint LouisUniversity. Further, through the survey method, it gave veracity to the study at hand because itacquired quantifiable data that can be statistically analyzed and generalizeable for the larger

population (Blixrud, 2000). This involved the description, recording, analysis and interpretationof conditions that now exist. Such research design facilitated the data to be consolidated and


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collected which were presented in tabular form by identifying clearly the variables and scales.Interview method was also used to get information about the services of SLU internet library.

Descriptive statistics is used since the findings, which are based on mean, average and percentages, are analyzed and described. To test the hypothesis, student t-test was used.

2.2 Population of the Study

The general population for this study is composed of Saint Louis University studentsfrom 3 rd yr. to 5 th yr. of the College of Accountancy and Commerce and College of Engineeringand Architecture. Each respondent was asked questions regarding the current status of servicesand products offered by Net Lib and their personal views about product and service satisfaction.To obtain the sample size for student respondent, the Slovins formula was applied.

n = N / ( 1 + (N*e^2)where n= sample size

N = population size

1 = constante = margin of error at 0.069 for CAC and CEA

Table 2 contains the sample size of the respondents used in the study

College III IV V TotalCAC 1650 1105 310 3065CEA 1079 898 767 2744

The total number of CAC and CEA students enrolled for 2 nd semester and the number of enrolled per college were taken from the records of Management Information Systems Office. Thus the

computed sample size was 197 for CAC and 195 for CEA but the researchers opted to use 200 asa sample size for each college.

Table 3 illustrates the distribution of sample size per year level

Year Level(CAC)

Percentage distribution of sample size per year level

Sample Size per year level

III 1650/3065*200 108IV 1105/3065*200 72V 310/3065*200 20

Total = 200

Year Level(CEA)

Percentage distribution of sample size per year level

Sample Size per year level

III 1079/2744*200 79IV 898/2744*200 65V 767/2744*200 56

Total = 200


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2.3 Data Gathering

The study made use of the primary and secondary data in gathering and collecting thedata in the study. For primary data, the researcher opted to use the questionnaire as a tool sinceit is easy to construct and gathering of data is simple and straight forward. Moreover, copies of the questionnaire could reach a considerable number of respondents by personal distribution. Thequestions were designed to clarify and help the researchers find out necessary information in thestudy. Generally, responses to a questionnaire are objectified and standardized and these maketabulation easy. But more importantly, the respondents' replies are of their own free will becausethere is no interviewer to influence them. This is one way to avoid biases, particularly theinterviewers' bias. The researcher will also use graph and charts for data presentation.

For validation purposes, a pretest was done for evaluation and reconstruction of thequestionnaire. Having the questionnaire reviewed and evaluated by an expert also validated it. In

addition to the questionnaire, the researcher conducted formal and informal interview with theDirector of the NetLib office. The researcher to further attest the reliability of the answers given by the respondents also utilized the observation method.

Treatment of Data

To enable the researchers to answer the problems set forth in the study, data that weregathered through the questionnaire were subject to statistical treatment that was carefullystudied, analyzed and systematically interpreted. The process involved the use of specifictechnique. The first step was to check, classify, and record the questionnaire responses. Theresult had scored and the pertinent data were tallied and presented in frequency tables and

percentages.The study was used to determine the extent of satisfaction on the use of internet library

facilities. By doing so, the result was easily determined whether the respondents were satisfiedor not.

Comparisons were drawn between the overall responses to the questions and the differingresponses (Creswell, 1994) the following statistical formula was also used:

1. Percentage distribution to determine the magnitude of the responses to thequestionnaire.

P f/N x 100 %

Where: f- the number of respondents N- the total number of respondentsP- percentage


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2. Weighted Mean

f 1x1 + f 2x2 + f 3x3 + f 4x4 + f 5x5

x = ---------------------------------------------;

xt

Where: f weight given to each responsex number of responses

xt total number of responses

The weighted mean was used to measure the level of customer satisfaction. The

weighted mean is the formula that is determined by summing up the product of the weight of thevalues, divided by a total number of respondents. The weighted mean was presented in tabular form and each mean has a corresponding value ranging from one to four with different verbaldescriptions where:

Legend Mean Value Code Verbal Description

4 3.25- 4 VS Very Satisfied- Services being provided areoutstanding. Optimal service had been

provided.

3 2.5- 3.24 S Satisfied- Services being provided areadequate but some aspects needsimprovement

2 1.75- 2.49 MS Moderately Satisfied- Services being provided are acceptable but mostly mostneeds improvement.

1 1- 1.74 D Dissatisfied- Services being offered failed to provide what is expected or desired.

The 4 point scale was used to elicit from the respondent, the level of customer satisfaction on the service quality of Saint Louis University internet library. The researcher usedthe 4- point scale method because the researcher believed that it is best suited for the evaluationand interpretation of the gathered data concerning their study and also to avoid central tendency,which is one of the common errors in rating.

To test the hypothesis on the significant difference, the T- test was used. It is a techniqueto test whether two or more samples are significantly different from each other. It is used to testthe nullity of the hypothesis, if there are no significant differences in the extent of the level of


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satisfaction of the services provided by Saint Louis University internet library between 3 rd to 5 th

year students of the College of Accountancy and Commerce with the College of Engineering andArchitecture.

3.0 Results and Discussions

SLU Internet Library Services Frequently Patronized by Students

The researchers have identified four services and Table 3.1 presents a summary on thefrequency of respondents use of the identified services.

Table 3.1. SLU Internet Library Services frequently patronized by the students

Service Frequency Percentage (Out of 400respondents)Researching 205 51.75 %

E-mailing 45 11.25%For Wi-Fi access 8 2%Printing Services 5 1.25%

Table 3.1 shows that most of the respondents who avail of the services provided by theSLU Internet Library, answered researching, that is, they use the internet library for researchingmost of the time. Only 45 (11.25%) of the respondents who avail of the internet library serviceuse the internet library for e-mailing. Eight (2%) of the respondents use the Wi-Fi access serviceof the internet library while only five (1.25%) avail of the printing services provided by theinternet library.

From the findings of the study, it is implied that the most commonly used services of

Saint Louis University internet library is researching. The internet library was put up because of the intention to provide services for research and educational purposes.These findings are supported by the research about the The Effectiveness of Internet

Library Services to Saint Louis University students, in which 83.42% of the respondents of 181claim that they avail the internet services for research purposes, although this is confined withinthe university since it is expected from the internet library that it is just for academic researchand not for other purposes such as downloading mp3s,playing games and other activities thatare not part of education (Net Office Director, 2010). However, 83% of the surveyedrespondents across the country conducted by the Asian Institute of Journalism andCommunications for UNICEF revealed that respondents used the internet for academic related

purposes. But, most of the respondents use the internet for communications which is tantamount

to the Yahoo-Nielsen Net Index 2008 which found out that among Internet-related activities,staying in touch via email and instant messaging is paramount as 63 percent of respondentsaccess the Internet for these two communication activities (AIJC, 2008. p. 42 ).

Degree of Satisfaction of Students on the Services Offered by the SLU Netlib


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Table 3.2 presents the degree of satisfaction of the students on items regarding internetservices provided by the net lib as well as on items that concerns customer service.

Table 3.2 Degree of Satisfaction of Students on the Services Provided by the SLU Netlib

Weighted Mean Interpretation Rank Internet Servicesa. Ease of finding references for research 2.07 MS 2

b. Availability of online references, e.g.EBSCO, etc 2.05 MS 3

c. Ease of accessing e-mail 1.90 MS 5

d. Availability of printing services 2.00 MS 4e. Quality of printing services 2.13 MS 1f. Cost of printing services 1.50 D 9g. Availability of basic software needed for

research1.84 MS 6

h. Facilities (computer units used) 1.75 MS 7i. The speed of Internet 1.46 D 10

j. Security from computer viruses 1.60 D 8Factor Mean 1.83 MS

Customer Servicea. Good interpersonal skills 2.44 MS 2.5

b. Internet library staff are approachable 2.45 MS 1c. Internet library staff are courteous 2.44 MS 2.5d. Internet library staff are professional 2.22 MS 6e. Willingness of internet library staff to help

you 2.33 MS 4f. Sunny disposition of internet library staff 2.26 MS 5g. Adept at handling of customer complaints 2.21 MS 7

Factor Mean 2.33 MS Overall Weighted Mean 2.04 M S

With regards to Internet Services, the respondents are, on the average, moderatelysatisfied on the items presented. Specifically, the respondents are moderately satisfied with thequality of printing services where the computed weighted mean is 2.13 and is correspondinglyinterpreted as moderately satisfied. This item was followed by ease of finding references for research with a weighted mean of 2.07 (moderately satisfied), and availability of onlinereferences with a weighted mean of 2.05 (moderately satisfied). The respondents weredissatisfied with the speed of the Internet, the cost of printing services, and security fromcomputer viruses where the weighted means are 1.46, 1.50, and 1.60, respectively.

On the area of customer service, the respondents were moderately satisfied, on theaverage, as the computed mean for this factor is 2.33. Considering the specified items for customer service, the respondents degree of satisfaction on all of these is moderately satisfied.

It can be inferred from the above information that the top 3 weighted means in terms of internet service are quality of printing services, ease of finding references for research and the


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availability of online references such as EBSCO with a weighted mean of 2.13, 2.07, and 2.05respectively. While the bottom 3 with a weighted means of 1.46, 1.50 and 1.60 which are thespeed of internet, cost of printing services and security from viruses that was rated byrespondents as dissatisfied on their part. On the category of customer service, the top 3 weightedmeans includes, Internet library staff are approachable where the computed weighted mean is

2.45. Internet library staffs are courteous, good interpersonal skills with a weighted mean of both 2.44. While the bottom 3 includes, adept at handling of customer complaints with aweighted mean of 2.21, Internet library staff are professional and Sunny disposition of internetlibrary staff with a weighted mean of 2.22 and 2.26 respectively. Taking into consideration thecategory of Internet service and Customer service, both were moderately satisfied with acomputed mean of 1.83 and 2.33 respectively, meaning respondents were moderately satisfied.Though the overall weighted mean is 2.05 with a moderately satisfied as verbal description onthe overall services provided by Saint Louis University internet library.

The study revealed that students are moderately satisfied on the internet services particularly on the ease of finding references for research, availability of printing services,availability of basic software needed for research and facilities (computer units used while the

students are dissatisfied on the cost of printing services, the speed of internet and security fromcomputer viruses.It further indicates the services where the students are moderately satisfied with all the areasunder customer service. This satisfaction of students is credited to the fact that the internetlibrary staff always prioritize to attend to the students inquiries and needs. They even do

personal assistance to aid the student in their problems with regards of accessing to the internet.These kinds of assistance are very evident when the internet library staff goes around checking if there exists a problem with the internet access of the student. Precisely why despite all of these,the overall rating of students is moderately satisfied. This finding is in consonance with theclaim that obviously, things like patience, friendliness and enthusiasm do influence a patronsoverall impression of the internet library staff.

The low satisfaction rating only implies that there is really a need for more qualityassistance given to customers, and a need for well trained internet library staff to handle thequeries of students, and personnel well equipped to give a more valued assistance to students.All in all, the table clearly tells that the student who uses the internet library are moderatelysatisfied with the internet library.

Difference on the Level of Satisfaction on the Services Provided by the SLU NetlibConsidering the Respondents College

Table 3.3 presents the result of the analysis on this aspect.

Table 3.3 Degree of Satisfaction on the Services Provided by the SLU Netlib

CAC CEAWM(n= 200)

I Rank WM(n=200)

I Rank

Internet Servicesa. Ease of finding references for 2.10 MS 3 2.02 MS 1


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research b. Availability of online references,

e.g. EBSCO, etc 2.19 MS 2 1.86 MS 5

c. Ease of accessing e-mail 2.05 MS 4 1.69 D 7d. Availability of printing services 2.03 MS 5 1.96 MS 3

e. Quality of printing services 2.24 MS 1 1.98 MS 2f. Cost of printing services 1.52 D 10 1.47 D 9g. Availability of basic software

needed for research 1.82 MS 6 1.88 MS 4

h. Facilities (computer units used) 1.78 MS 7 1.70 D 6i. The speed of Internet 1.55 D 9 1.34 D 10

j. Security from computer viruses 1.68 D 8 1.49 D 8Factor Mean 1.90 MS 1.74 D

Customer Servicea. Good interpersonal skills 2.50 S 2 2.35 MS 2.5

b. Internet library staff areapproachable 2.53 S 1 2.35 MS 2.5

c. Internet library staff are courteous 2.45 MS 3 2.43 MS 1d. Internet library staff are

professional 2.27 MS 6 2.16 MS 7

e. Willingness of internet library staff to help you 2.37 MS 4 2.27 MS 4

f. Sunny disposition of internetlibrary staff 2.32 MS 5 2.18 MS 6

g. Adept at handling of customer complaints 2.21 MS 7 2.21 MS 5

Factor Mean 2.38 MS 2.28 MS Overall Weighted Mean 2.09 MS 1.96 MS

tcomputed : 1.991 Interpretation: Significantttabular : 1.9713Level of Significance: 0.05

From Table 3.3, the analysis result showed that the computed value of the test statistic Tis 1.991 while the tabular value is 1.9713. Since the computed value is greater than the tabular value, the test result is significant. That is, the test result implies that there is a significantdifference in the degree of satisfaction between the CAC and CEA respondents. Although theoverall weighted mean computed for both groups have the same qualitative interpretation, thedifference in the computed weighted means is statistically significant.

As shown in Table 3.3, this implies that the College of Accountancy and Commerce aremoderately satisfied with the services they availed with Saint Louis University internet library inthe following categories: Internet Services and Customer Service. Having an average weightedmean of 1.90 and 2.38 respectively and an overall weighted mean of 2.09. However, such areaswere rated as dissatisfied which are cost of printing services, the speed of internet, and securityfrom computer viruses with a weighted mean of 1.52, 1.55, and 1.68 respectively. With respectto the College of Engineering and Architecture, they are dissatisfied on the internet services of


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Saint Louis University internet library with an average weighted mean of 1.74. Ease of accessing e-mail, cost of printing services, facilities, and speed of internet and security fromcomputer viruses are the areas that were rated as dissatisfied with a weighted mean of 1.69, 1.98,1.70, 1.34, and 1.49, respectively. Customer services were moderately satisfied on the part of CEA with a weighted mean of 2.28 and an overall weighted mean of 1.96 which indicates that

CEA is moderately satisfied on the services provided by internet library.From the findings of the study, it implied that the College of Engineering andArchitecture are dissatisfied on 5 areas under the internet services specifically those of: Facilities(computer units used), Ease of accessing e-mail, Security from computer viruses, Cost of

printing services, The speed of internet with a computed weighted mean of 1.70, 1.69, 1.49, 1.47and 1.34 respectively. Considering the specified items for internet service, the respondentsdegree of satisfaction on all of these is dissatisfied with a computed average weighted mean of 1.74. On the part of the College of Accountancy and Commerce, they are dissatisfied on 3 areasunder the category of internet services in particular with that of: Security from computer viruses,The speed of Internet, Cost of printing services with a computed weighted mean of 1.68, 1.55and 1.52 respectively. The respondents degree of satisfaction on all of these on the category of

internet service is moderately satisfied. Moreover both of the colleges are moderately satisfiedon the overall computed weighted mean and under the category of customer service.It can be deduce from the table that the students of CAC and CEA have significant

differences in their level of satisfaction because of the varying degree of needs responded byindicated internet services. It can be seen also that CAC have the higher satisfaction levelcompared with that of CEA although they are both moderately satisfied. Thus the students onthe other had yearned for more improvements in the services they are receiving especially in thecategories that receive a rating of dissatisfaction.

These are supported by the fact that satisfaction is based upon the client or customers perception of the experience. The interaction with the customers, the promises made to thecustomer, the customers expectations, and the actions the organizations take that are consistentwith those expectations combine to produce a declaration of satisfaction. That Satisfaction isheavily influenced by expectations and perceptions that play crucial role & are derived from

personal experience. Which is corroborated by the British researchers and concluded that:"User'sexperience has emerged as the most important factor impacting on the way that they formexpectations and perceptions of the service." It was the "snapshot" of service received during aservice experience that had a significant impact on perceptions, and also that subsequentexpectations were formed as a result of the experience (Lilley & Usherwood, 2000, p. 16).

4.0 Conclusion

The study focused on the level of satisfaction of the services of the Saint LouisUniversity internet library as perceived by the 3 rd to 5 th year students of the College of Accountancy and Commerce and the College of Engineering and Architecture.Based on the results of the study, the following conclusions were drawn. Researching is mostlyavailed by the 3rd, 4th, 5thyear students of CAC and CEA. In terms of the satisfaction level of students, internet service and customer service were assessed by the users as moderatelysatisfying the needs of the students but students yearn for more improvements as evidence bytheir rating of moderately satisfied in the internet services as well as its customer service which


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mean that services being provided are acceptable but mostly most needs improvement. All in all,the students who use the internet library are moderately satisfied with the internet library.

That the students of CAC and CEA have significant differences in their level of satisfaction because of the varying degree of needs responded by indicated internet services.

Thus the students on the other had yearned for more improvements in the services they arereceiving especially in the categories that receive a rating of dissatisfaction. Related studiesmust be conducted to attest if there are improvements.Based on the findings and conclusions of the study, specific recommendations were made to thedegree of satisfaction of the services offered by Saint Louis University internet library to helpimprove the services for the benefit of the students. The researcher would like to suggest thefollowing recommendations for the improvement of the services.

1. The satisfaction level of the students should be improved continually to meet the ever changing needs of students. The admin should also aim to.

2. That the internet library will continue to upgrade its facilities.3. Printing machines with minimal charges must be provided in the internet library for

library users to have lesser charges since the printing machines of internet library areaccessible within the school.4. Priority in efforts to increase broadband proliferation.5. To further enhance their Internet service promotions that will inform, persuade and

remind the students of the services6. To install additional softwares that will help to facilitate the academic related

researching of the student.7. Obtain feedback from customers that can also provide guidance to take to improve

internet library service. Advocate the use of customer feedback as an essential tool for assessing and improving the departments performance.


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Appendices

Saint Louis University

Baguio CityCollege of Information and Computing Sciences

January 22, 2010

Engr. Winston ChugsayanDirectorSaint Louis University Net

Dear Sir:

Greetings!We are currently 4 th year students of Bachelor of Science in Information Management,and as part of our research study entitled Service Quality and Customer Satisfaction:An Assessment of the Services of Saint Louis University Internet Library, we would liketo conduct an interview with you regarding the services being offered in the internetlibrary.

At your convenience, we would like to schedule a 20-30 minute informational meetingwith you. The purpose of the meeting is to gather information that will help usunderstand and assist us in our subject of study.

Thank you for considering our request, and we hope that we can spend some productivetime together in the near future.

Sincerely yours,

The Researchers

Boacon, KevinMariano, SherwinSol, Dennis

Noted By:

________________________________ Dr. Mia Dela Cruz Received By: _________________________ IM 421 Adviser Date: ________________________________

________________________________ Engr. Beverly FerrerDepartment Head, Computer Applications Department


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________________________________ Dr. Cecilia MercadoDean, College of Information and Computing Sciences

Saint Louis UniversityBaguio City

College of Information and Computing Sciences

November 22, 2010

Engr. Angel PeraltaDirectorManagement Informations Systems OfficeSaint Louis University, Baguio City 2600

Dear Sir:

Greetings!

We would like to request for the population of 3 rd, 4 th, 5 th year level students of the colleges of College of Accountancy and Commerce and College of Engineering and Architecture.

The information is to be used in our research study entitle Service Quality and Customer Satisfaction: An Assessment of the Services of Saint Louis University Internet Library.

We look forward to your favorable answer to our request.

Thank you and our heartfelt regards.

Very truly yours,

The Researchers

Boacon, KevinMariano, SherwinSol, Dennis

Noted By:

________________________________ Dr. Mia Dela Cruz Received By: _________________________ IM 421 Adviser Date: ________________________________

________________________________ Engr. Beverly FerrerDepartment Head, Computer Applications Department


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________________________________ Dr. Cecilia MercadoDean, College of Information and Computing Sciences` Saint Louis University

Baguio City

College of Information and Computing Sciences

Dear Respondents;

Greetings!

We the Undersigned students of IM 421, Information Systems/Information ManagementResearch and Writing II are conducting a research entitled Service Quality and Customer

Satisfaction: An Assessment of the Services of Saint Louis University Internet Library. This is being conducted as a partial fulfillment of the requirement for the degree of Bachelor of Sciencein Information Management.

In connection with this may we ask for your support and cooperation by answering the attachedquestionnaires with utmost honesty. Rest assured that the researchers would observe utmostconfidentiality.

Thank you very much and God Bless.

Respectfully Yours,

The ResearchersKevin BoaconSherwin MarianoDennis Sol

Endorsed by:

____________________________ Dr. Mia Dela CruzAdviser IM 421

____________________________ Engr. Beverly FerrerDept. Head- Computer Applications Department


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____________________________ Dr. Cecilia MercadoDean- College of Information and Computing Sciences

College:(CAC)

(CEA)

Year level

(3rd yr.)

(4th yr.)

(5th yr.)

INSTRUCTION: Please read the questions carefully and answer the following questionshonestly and objectively

1. Do you avail on the Services provided by SLU Internet Library?

If yes, please proceed to the next questions. If not, please check the reasons why you dontavail of the services.

Yes

No

Please check why you dont avail of the services in Internet Library.I have my own internet connection at home

Incompetent facilities e.g.(computer units used)

Lack of basic software needed for research

Lack of basic software needed for applications

Poor customer service

High Price of printing services

Bad Ventilation of the area

Slow speed of internet accessSome websites are blocked

Others (pls. specify)_____________________________


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2. Which of the services in SLU Internet Library do you frequently use?Please check

ResearchingEmailingFor Wi- fi accessPrinting services

Degree of Satisfaction

3. How satisfied are you on the following services provided by SLU Internet Library based onthe given choices using the following scale.

Legend Verbal Description Remarks4 Very Satisfied Services being provided was not only more thanadequate but ranged from better than average tooutstanding. An optimal service had been

provided3 Satisfied Services being provided is adequate or average

but some aspects needs improvement.2 Moderately Satisfied Services being provided is acceptable but not

outstanding1 Dissatisfied Services being provided is failing to provide

something expected or desired

4 3 2 1

Internet Services

a. Ease of finding references for research

b. Availability of online references, e.g.

EBSCO, etc.

c. Ease of accessing email

d. Availability of printing servicee. Quality of printing services

f. Cost of printing services

g. Availability of basic software needed

for research


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h. Facilities (computer units used)

i. The Speed of Internet

j. Security from computer viruses

Customer Service

a. Good interpersonal skills

b. Internet library staff are approachable

c. Internet library staff are courteous

d. Internet library staff are professional

e. Willingness of internet library staff to

help you

f. Sunny disposition of internet

library staff

g. Adept at handling customer complaints

4. Overall: How satisfied are you with the services provided by Saint Louis UniversityInternetLibrary?Please check only one.

5. Do you have some comments and/or suggestions to improve SLU Internet Library Services?

Please indicate your answer in the space provided below. _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________

Thank you very much for your support and cooperation


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References

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Lovelock, C.H.(1993) Productivity Plus . NewYork: McGraw-Hill

Kitong, M., Pumeg-As, E., & Visaya, K. (2001). The Effectiveness of Internet LibraryServices to SLU Students. Unpublished undergraduate thesis, Saint LouisUniversity, Baguio City, Philippines

Net Lib Office. (2003). Enjoy more hours of surfing. Buhay SLU . Retrieved October 7, 2009, from www.slu.edu.ph

Tulas, R. (2009). 87% Louisians say Net Lib did not improve.W hite and Blue , pp.1-2

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March 8, 2010, from http://www.isoc.org/oti/articles/0199/rao2.html

Solution to Chinese Internet addiction: Close the Internet cafes | CNNGo.com RetrievedMarch 5, 2010, from http://www.cnngo.com/shanghai/none/solution-chinese-internet-addiction-close-internet-bars-639855#ixzz0hx1P132P

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