1

Service Quality and Customer Satisfaction: An Assessment of the Services of Saint Louis
University 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 and
degree of satisfaction of student which consist of 3rd yr. to 5th yr. CAC and CEA regarding the
services rendered by S.L.U. Internet Library. The study looked into the quality of services
offered by the internet library of Saint Louis University to its students along with the specific
services. 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 they
encounter. The results and findings of this study would be benefited on the part of the SLU
internet users. For the management of SLU internet library it would serve as an encouragement
for 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 the
subject being studied. To attain the objectives of this study, the descriptive research, survey
method was utilized with the questionnaire as the main instruments in gathering data. The data
came from a survey of 200 each on the part of CAC and CAE. The most frequently a use
service in the internet library is researching as mostly availed by the 3rd, 4th, 5th 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. 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 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 internet
cafes.
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 the
fact that more and more people were having Internet access at home, resulted in fewer customers
for the Internet cafes. However, as a dynamic industry, many new cybercafés and many of the
old ones started to offer a bit more targeted services than just coffee and computers, to bring in
new customers. For example, some cybercafés started to offer services primarily for gamers (and
still 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 Internet
cafes, as they organise gaming tournaments over broadband LAN connections. By late 2002, the
Internet 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 allowed
at their college, according to Britain's Internet magazine. Internet Cafes are everywhere in
Europe. 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 Zimbabwe
and Kenya, cybercafés 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 five
houses and a donkey, it’s still worth asking if there is internet available. In larger towns, internet
can be found on almost every block. Though, internet cafe as this translates literally to “internet
coffee”, which could lead to confusion or an unexpected date and most Peruvian internet cafes
don’t 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 in
need of only a short amount of time online. In many internet cafes in Peru, backpackers can burn
CDs – ideal for backing up photos stored on cameras and memory sticks. This service is offered
in 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 where
China's youth are in trouble, and it’s 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 gaming
or 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 set
up 1,000 Internet community centers with up to 20 terminals each, thereby providing widespread
Internet access as well as employment for up to 50,000 people. WorldTel first experimented with
such concepts in Latin America, in countries like Peru and Mexico. Internet café access centers
have been springing up around the world. According to two of the leading Internet café resources
online, the Cybercafé Search Engine (Rao, 2010).
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In the Philippines, internet cafés are very frequently on the streets. The names of the internet
cafés in the Philippines are sometimes joined with "net" on the end.
Saint Louis University provides internet service to its employees, faculty and students
through 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 enables
these persons to explore thousands of libraries, databases, bulletin boards, and other resources
while exchanging messages with people around the world. While this computer network is to
support research, education, and administrative activities of students, faculty, and staff of Saint
Louis 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 Intranet
facilities (http://www.slu.edu.ph/inet/services/access_policies.jsp).
It was in 2005 when SLU and BayanTel Communications signed a partnership for the
establishment of a broadband Internet access platform in the university’s internet libraries. The
SLUBayanTel 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 increased
from 35 to 70 hours, and for the cards worth Php100, the number hours of usage increased from
12 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 cards
inside the school is highly recommended (Net Lib Office, 2006).
A survey was conducted by White and Blue (the official student publication of Saint
Louis University) and published from one of its issues dated February 2009 Volume XII Issue II
found 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 used
the facility. 104 out of 120 students responded disapprovingly in White & Blue’s survey (2009)
tackling how they feel about the Net lib. Majority of the respondents said the slow internet speed
and lack of useful software discouraged them to visit the place. The respondents said the
absence of headsets and affordable printing services, (which cost php4.00 per page) were the
common reasons why they said the Net Lib did not improve. Along with these, problems on
“browsers suddenly going blank for no apparent reason” and boxes saying, “This action does not
comply with the SLU internet library policy” that pop up on their screens irritated them
whenever 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 Lib’s services as satisfactory (Tulas, 2009).
SLU Net Office director, explained that the main reason why the computers function
slowly was the flash drives students insert in the CPU’s. The Net Lib, built in 1998 with 80
computer terminals, has programs installed like Microsoft Word and Adobe Reader. But the said
respondents 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 the
“students 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: terminals
for 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 university’s mission of providing
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materials and services in meeting their research, educational and professional needs. The
university 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 to
explore thousands of libraries, databases, bulletin boards and other resources while exchanging
messages 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, internet
access 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 commercial
or profit ventures. Compliance with this restriction is a requirement for users. Also, internet is
available during hours when the university is open, subject to periodic maintenance.
Access to informational resources as one of the services offered simply refers to research
and educational searching or academic related searching. Also, surfing the internet is included in
this 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 found
from 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 service
students can connect and surf to the internet using their own laptop or notebook computers
through wireless connection. But pertinent rules are observed in bringing in laptops inside the
campus.
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 the
university. 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 not
constitute 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 internet
and/or e-mail purposes. Internet access is through a system of username/password stub, which
can 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 the
internet library that is located at the basement of the library building- Msgr. Charles Vath
Building. The current denomination of the stubs is good for about 3-4 hours of internet use. A
separate 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 orientation
with each user before permission is granted to use a workstation. The staff will not provide any
further 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 capable
of delivering excellent quality support services through planning, designing, and implementation
of state-of-the-art computer hardware and networking technologies for the university, including
the 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 genuine
study of the satisfaction of services of the SLU internet library to students is applicable since
they use internet. The researchers came up with this study, which aims to determine and analyze
the 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 library
and 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 internet
library. Further, it identifies, critically assesses and summarizes the satisfaction level of 3rd yr to
5th year Saint Louis University engineering and commerce students on the services of the
internet library. It identifies gaps and needs for improvement on its services and recommends
improvement 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 satisfaction
of CEA and CAC students on the services of the SLU internet library? Is there a significant
difference on the level of satisfaction between the students of CEA and CAC?
The third problem’s 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 utilizes
observations in the study. To illustrate the descriptive type of research, Creswell (1994) guided
the 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 giving
some points for improvement. Primary research was conducted using questionnaire surveys that
are sent to the randomly selected 3rd yr. to 5th yr. students from CAC and CEA of Saint Louis
University. Further, through the survey method, it gave veracity to the study at hand because it
acquired quantifiable data that can be statistically analyzed and generalizeable for the larger
population (Blixrud, 2000). This involved the description, recording, analysis and interpretation
of 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 students
from 3 yr. to 5th yr. of the College of Accountancy and Commerce and College of Engineering
rd

and Architecture. Each respondent was asked questions regarding the current status of services
and products offered by Net Lib and their personal views about product and service satisfaction.
To obtain the sample size for student respondent, the Slovin’s formula was applied.

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

CAC 1650 1105 310 3065
CEA 1079 898 767 2744

The total number of CAC and CEA students enrolled for 2nd 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 as
a sample size for each college.

Table 3 illustrates the distribution of sample size per year level

Year Level Percentage distribution of sample size per year Sample Size per year level
(CAC) level
III 1650/3065*200 108
IV 1105/3065*200 72
V 310/3065*200 20
Total = 200

Year Level Percentage distribution of sample size per year Sample Size per year level
(CEA) level
III 1079/2744*200 79
IV 898/2744*200 65
V 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 the
data in the study. For primary data, the researcher opted to use the questionnaire as a tool since
it 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. The
questions were designed to clarify and help the researchers find out necessary information in the
study. Generally, responses to a questionnaire are objectified and standardized and these make
tabulation easy. But more importantly, the respondents' replies are of their own free will because
there is no interviewer to influence them. This is one way to avoid biases, particularly the
interviewers' bias. The researcher will also use graph and charts for data presentation.
For validation purposes, a pretest was done for evaluation and reconstruction of the
questionnaire. 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 the
Director 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 were
gathered through the questionnaire were subject to statistical treatment that was carefully
studied, analyzed and systematically interpreted. The process involved the use of specific
technique. The first step was to check, classify, and record the questionnaire responses. The
result 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 satisfied
or not.
Comparisons were drawn between the overall responses to the questions and the differing
responses (Creswell, 1994) the following statistical formula was also used:
1. Percentage distribution– to determine the magnitude of the responses to the
questionnaire.

P – f/N x 100 %

Where: f- the number of respondents

N- the total number of respondents
P- percentage
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2. Weighted Mean

f1x1 + f2x2 + f3x3 + f4x4 + f5x5

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

xt

Where: f – weight given to each response

x – 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 the
values, 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 verbal
descriptions where:

Legend Mean Value Code Verbal Description

4 3.25- 4 VS Very Satisfied- Services being provided are

outstanding. Optimal service had been
provided.

3 2.5- 3.24 S Satisfied- Services being provided are

adequate but some aspects needs
improvement

2 1.75- 2.49 MS Moderately Satisfied- Services being

provided are acceptable but mostly most
needs 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 used
the 4- point scale method because the researcher believed that it is best suited for the evaluation
and 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 technique
to test whether two or more samples are significantly different from each other. It is used to test
the 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 5th
year students of the College of Accountancy and Commerce with the College of Engineering and
Architecture.

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 the
frequency of respondents’ use of the identified services.

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

Percentage (Out of 400

Service Frequency
respondents)
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 the
SLU Internet Library, answered researching, that is, they use the internet library for researching
most of the time. Only 45 (11.25%) of the respondents who avail of the internet library service
use the internet library for e-mailing. Eight (2%) of the respondents use the Wi-Fi access service
of the internet library while only five (1.25%) avail of the printing services provided by the
internet 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 181
claim that they avail the internet services for research purposes, although this is confined within
the university since it is expected from the internet library that it is just for academic research
and not for other purposes such as downloading mp3’s,playing games and other activities that
are not part of education (Net Office Director, 2010). However, 83% of the surveyed
respondents across the country conducted by the Asian Institute of Journalism and
Communications 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 respondents
access 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 internet
services 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 Services
a. Ease of finding references for research 2.07 MS 2
b. Availability of online references, e.g.
2.05 MS 3
EBSCO, etc
c. Ease of accessing e-mail
1.90 MS 5
d. Availability of printing services 2.00 MS 4
e. Quality of printing services 2.13 MS 1
f. Cost of printing services 1.50 D 9
g. Availability of basic software needed for
1.84 MS 6
research
h. Facilities (computer units used) 1.75 MS 7
i. The speed of Internet 1.46 D 10
j. Security from computer viruses 1.60 D 8
Factor Mean 1.83 MS
Customer Service
a. Good interpersonal skills 2.44 MS 2.5
b. Internet library staff are approachable 2.45 MS 1
c. Internet library staff are courteous 2.44 MS 2.5
d. Internet library staff are professional 2.22 MS 6
e. Willingness of internet library staff to help
2.33 MS 4
you
f. Sunny disposition of internet library staff 2.26 MS 5
g. Adept at handling of customer complaints 2.21 MS 7
Factor Mean 2.33 MS
Overall Weighted Mean 2.04 MS

With regards to “Internet Services”, the respondents are, on the average, moderately
satisfied on the items presented. Specifically, the respondents are moderately satisfied with the
quality of printing services where the computed weighted mean is 2.13 and is correspondingly
interpreted 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 online
references” with a weighted mean of 2.05 (moderately satisfied). The respondents were
dissatisfied with the “speed of the Internet”, the “cost of printing services”, and “security from
computer 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 the
average, 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 2.05
respectively. While the bottom 3 with a weighted means of 1.46, 1.50 and 1.60 which are the
speed of internet, cost of printing services and security from viruses that was rated by
respondents as dissatisfied on their part. On the category of customer service, the top 3 weighted
means 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 a
weighted mean of 2.21, Internet library staff are professional and Sunny disposition of internet
library staff with a weighted mean of 2.22 and 2.26 respectively. Taking into consideration the
category of Internet service and Customer service, both were moderately satisfied with a
computed 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 on
the 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 from
computer viruses.
It further indicates the services where the students are moderately satisfied with all the areas
under customer service. This satisfaction of students is credited to the fact that the internet
library staff always prioritize to attend to the student’s 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 the
claim that obviously, things like patience, friendliness and enthusiasm do influence a patron’s
overall impression of the internet library staff.
The low satisfaction rating only implies that there is really a need for more quality
assistance given to customers, and a need for well trained internet library staff to handle the
queries 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 moderately
satisfied with the internet library.

Difference on the Level of Satisfaction on the Services Provided by the SLU Netlib
Considering 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 CEA
WM I Rank WM I Rank
(n= 200) (n=200)
Internet Services
a. Ease of finding references for 2.10 MS 3 2.02 MS 1
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research
b. Availability of online references,
2.19 MS 2 1.86 MS 5
e.g. EBSCO, etc
c. Ease of accessing e-mail 2.05 MS 4 1.69 D 7
d. Availability of printing services 2.03 MS 5 1.96 MS 3
e. Quality of printing services 2.24 MS 1 1.98 MS 2
f. Cost of printing services 1.52 D 10 1.47 D 9
g. Availability of basic software
1.82 MS 6 1.88 MS 4
needed for research
h. Facilities (computer units used) 1.78 MS 7 1.70 D 6
i. The speed of Internet 1.55 D 9 1.34 D 10
j. Security from computer viruses 1.68 D 8 1.49 D 8
Factor Mean 1.90 MS 1.74 D
Customer Service
a. Good interpersonal skills 2.50 S 2 2.35 MS 2.5
b. Internet library staff are
2.53 S 1 2.35 MS 2.5
approachable
c. Internet library staff are courteous 2.45 MS 3 2.43 MS 1
d. Internet library staff are
2.27 MS 6 2.16 MS 7
professional
e. Willingness of internet library staff
2.37 MS 4 2.27 MS 4
to help you
f. Sunny disposition of internet
2.32 MS 5 2.18 MS 6
library staff
g. Adept at handling of customer
2.21 MS 7 2.21 MS 5
complaints
Factor Mean 2.38 MS 2.28 MS
Overall Weighted Mean 2.09 MS 1.96 MS

tcomputed : 1.991 Interpretation: Significant

ttabular : 1.9713
Level of Significance: 0.05

From Table 3.3, the analysis result showed that the computed value of the test statistic T
is 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 significant
difference in the degree of satisfaction between the CAC and CEA respondents. Although the
overall weighted mean computed for both groups have the same qualitative interpretation, the
difference in the computed weighted means is statistically significant.
As shown in Table 3.3, this implies that the College of Accountancy and Commerce are
moderately satisfied with the services they availed with Saint Louis University internet library in
the following categories: Internet Services and Customer Service. Having an average weighted
mean of 1.90 and 2.38 respectively and an overall weighted mean of 2.09. However, such areas
were rated as dissatisfied which are cost of printing services, the speed of internet, and security
from computer viruses with a weighted mean of 1.52, 1.55, and 1.68 respectively. With respect
to the College of Engineering and Architecture, they are dissatisfied on the internet services of
 13

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 from
computer 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 and
Architecture 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, 1.47
and 1.34 respectively. Considering the specified items for internet service, the respondents’
degree 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 areas
under 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, 1.55
and 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 satisfied
on 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 by
indicated internet services. It can be seen also that CAC have the higher satisfaction level
compared with that of CEA although they are both moderately satisfied. Thus the students on
the other had yearned for more improvements in the services they are receiving especially in the
categories that receive a rating of dissatisfaction.
These are supported by the fact that satisfaction is based upon the client or customer’s
perception of the experience. The interaction with the customers, the promises made to the
customer, the customer’s expectations, and the actions the organizations take that are consistent
with those expectations combine to produce a declaration of satisfaction. That Satisfaction is
heavily 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's
experience has emerged as the most important factor impacting on the way that they form
expectations and perceptions of the service." It was the "snapshot" of service received during a
service experience that had a significant impact on perceptions, and also that subsequent
expectations 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 Louis
University internet library as perceived by the 3rd to 5th 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 mostly
availed 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 moderately
satisfying the needs of the students but students yearn for more improvements as evidence by
their rating of moderately satisfied in the internet services as well as it’s customer service which
 14

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 are
receiving especially in the categories that receive a rating of dissatisfaction. Related studies
must be conducted to attest if there are improvements.
Based on the findings and conclusions of the study, specific recommendations were made to the
degree of satisfaction of the services offered by Saint Louis University internet library to help
improve the services for the benefit of the students. The researcher would like to suggest the
following 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 are
accessible 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 services
6. To install additional software’s 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 department’s performance.
 15

Appendices

Saint Louis University

Baguio City
College of Information and Computing Sciences

January 22, 2010

Engr. Winston Chugsayan

Director
Saint Louis University Net

Dear Sir:

Greetings!

We are currently 4th 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 like
to conduct an interview with you regarding the services being offered in the internet
library.

At your convenience, we would like to schedule a 20-30 minute informational meeting

with you. The purpose of the meeting is to gather information that will help us
understand and assist us in our subject of study.

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

Sincerely yours,

The Researchers

Boacon, Kevin
Mariano, Sherwin
Sol, Dennis

Noted By:

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

________________________________
Engr. Beverly Ferrer
Department Head, Computer Applications Department
 16

________________________________
Dr. Cecilia Mercado
Dean, College of Information and Computing Sciences

Saint Louis University

Baguio City
College of Information and Computing Sciences

November 22, 2010

Engr. Angel Peralta

Director
Management Informations Systems Office
Saint Louis University, Baguio City 2600

Dear Sir:

Greetings!

We would like to request for the population of 3rd, 4th, 5th 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, Kevin
Mariano, Sherwin
Sol, Dennis

Noted By:

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

________________________________
Engr. Beverly Ferrer
Department Head, Computer Applications Department
 17

________________________________
Dr. Cecilia Mercado
Dean, 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 Management

Research 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 Science
in Information Management.

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

Thank you very much and God Bless.

Respectfully Yours,
The Researchers

Kevin Boacon
Sherwin Mariano
Dennis Sol

Endorsed by:

____________________________
Dr. Mia Dela Cruz
Adviser – IM 421

____________________________
Engr. Beverly Ferrer
Dept. Head- Computer Applications Department
 18

____________________________
Dr. Cecilia Mercado
Dean- 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 questions
honestly 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 don’t
avail of the services.
Yes
No
Please check why you don’t 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 access
Some websites are blocked
Others (pls. specify)_____________________________
 19

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

Please check

Researching
Emailing
For Wi- fi access
Printing services
Degree of Satisfaction

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

Legend Verbal Description Remarks

4 Very Satisfied
3 Satisfied
2 Moderately Satisfied
1 Dissatisfied
Services being provided was not only more than
adequate but ranged from better than average to
outstanding. An optimal service had been
provided
Services being provided is adequate or average
but some aspects needs improvement.
Services being provided is acceptable but not
outstanding
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 service
e. Quality of printing services
f. Cost of printing services

g. Availability of basic software needed

for research
 20

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 University
InternetLibrary?
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…”

 21

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