The correlation between service quality, students’ satisfaction, and board exam performance

Abstract

The study examines how service quality and students’ satisfaction affect the performance of graduates in the Licensure Examination conducted by the Philippine Regulation Commission, scrutinizes the quality of service, and assesses the level of satisfaction of the graduates with the rendered services. The researchers made use of a descriptive-correlational, adopted-modified, and validated survey questionnaire as tools of the study. Mann-Whitney, Kruskal-Wallis, Pearson-r correlation, and mean analysis were used as the statistical procedures of the study. Results showed that the perceptions of the graduates in the quality of service of the University that falls in the dimension of tangibility and responsiveness have a positive correlation with their performance in LET. Likewise, the satisfaction of the graduates with the quality of service in the dimension of reliability, responsiveness, and empathy has a positive correlation to the latter. Further study in another discipline is recommended as the study is limited only to science major graduates.

Keywords: Board exam performance; let performance; service quality; students’ satisfaction