Assessing student affairs and services: A catalyst for enhancing quality

Abstract

This study examines graduate student perceptions of the importance and effectiveness of Student Affairs and Services (SAS) at Kalinga State University's College of Advanced Studies to identify service quality gaps and areas for improvement. A descriptive mixed-methods study was conducted through surveys, interviews, and focus group discussions with 353 graduate students from six programs during the academic years 2023 and 2024. Quantitative data were evaluated using descriptive statistics (weighted means), while qualitative data were interpreted through thematic analysis. Results indicate moderate importance and satisfaction ratings with all services under student welfare (priority: 4.43, satisfaction: 3.81), student development (4.42, 4.01), and institutional programs (4.26, 3.86). The highest-ranked priorities included information and orientation services, leadership training, and admissions services. Major concerns outlined were insufficient cleanliness of spaces, limited staffing on weekends, unclean toilets, and low-quality food services. While the university functions within a service framework, SAS effectiveness needs to improve from a moderate range of service quality to a graduate student–determined expectation of high service benchmarks. Strategic policy changes were recommended, such as enhanced servicing for the maintenance of facilities, expanded staffing for weekend services, improved systems for water supply delivery, and stronger governance to regulate program execution.