STUDENTS’ SATISFACTION ON HEALTH CARE SERVICES: BASIS FOR

POLICY FORMULATION

KRISDHEL M. GUILLERA
JARIEL KIM OLAERA

MARCH 2024
Students’ Satisfaction on Health Care Services: Basis for Policy Formulation

KRISDHEL M. GUILLERA
JARIEL KIM OLAERA

Submitted in the partial fulfillment of the requirements for the degree

Bachelor in Public Administration

Santo Tomas College of Agriculture, Sciences and Technology

Feeder Road 4, Brgy. Tibal-og, Santo Tomas, Davao del Norte
March 2024
 CHAPTER I

THE PROBLEM AND ITS SETTING

Background of the Study

Healthcare service quality to give benchmarks for organizations and

consumers, which may assist both sides better understand expectations and views

of service quality. It is extremely difficult for an institution to identify what features or

traits of its service quality are more significant to student and how the school is

satisfying its customers' need for service quality (Williams, 2019).

One of the most important challenges in universities' complete quality systems

is the quality of healthcare services and student satisfaction with these services. The

problem of healthcare quality and student healthcare satisfaction has drawn

significant attention from both academics and practitioners during the last few years.

(Reid, 2020).

In a study conducted by Samdal (2021) in Jordanian Higher Education Sector

in Jordan, health services in a university could be characterized by factors such as

inadequate staffing levels, limited access to specialized care, or suboptimal

coordination between healthcare providers. These deficiencies may result in longer

wait times for appointments, reduced patient satisfaction, and poorer health

outcomes among students. Moreover, disparities in healthcare access and the

prevalence of systemic barriers, such as financial constraints or administrative

hurdles, could disproportionately affect marginalized student populations. Research

in this area aims to identify these challenges, understand their underlying causes,

and propose evidence-based interventions to improve the effectiveness and equity of

health services in university settings, ultimately enhancing the well-being and

academic success of students.

 The majority of Filipinos in the Philippines lag behind other nations in terms of

their general health and health promotion behaviors. Large-scale school health

initiatives have been shown to successfully lower preventable illnesses using

affordable treatments (Monse et al., 2022). According to Ferreira et al. (2018), higher

education institutions (HEIs) are in charge of creating plans to enhance and refocus

health services and incorporate them into curricula. In addition, state universities and

colleges (SUCs) are required by the Commission on Higher Education (CHED) to

offer health services, specifically primary health care and wellness programs run by

licensed medical, dental, and allied professionals, as per CHED Memorandum Order

(CMO) No. 9 Series of 2013 (Commission on Higher Education [CHED], 2013). The

CMO 8 series of 2021 (CHED, 2021) has offered further evidence of this.

This study was conducted to assess the quality of healthcare services

provided by the Santo Tomas College of Agriculture, Sciences and Technology as

well as student satisfaction with these services. Healthcare providers must

understand the needs of different groups and cultural values in order to better serve

these students. This study tries to identify student expectations for healthcare

services as well as their degree of satisfaction.

Statement of the Problem

This study seeks to measure students’ satisfaction on health care services

and specifically, the study will attempt to provide an answer to the underlying

research questions:

1. What is the demographic profile of the students in terms of:

1.1 age;

1.2 sex; and

1.3 course?
 2. What is the extent level of satisfaction of the students on health care services

in Santo Tomas College of Agriculture, Sciences and Technology in terms of;

2.1 tangibility;

2.2 reliability;

2.3 responsiveness;

2.4 assurance; and

2.5 empathy?

3. Is there a significant difference in the level of satisfaction of the students on

health services when grouped according to their socio-demographic profile?

4.[1.] What policy measures that may be recommended based the results of the

study?

Hypothesis

There is no significant difference in the students’ satisfaction on health

services of STCAST when grouped according to their socio-demographic profile

such as age, sex and course.

Theoretical Framework

The ecological systems theory of Urie Bronfenbrenner (White, Klein, & Martin,

2015) serves as the foundation for the current study, which offers a solid theoretical

and empirical foundation for health care services on college campuses and suggests

the significance of medical experiences suppliers to university students. According to

this method, development happens through the exchange of people and

organizations in environments both inside and outside of them throughout their lives.

In addition, medical professionals fit inside integrated systems using an

ecological systems lens (Bronfenbrenner, 2012) in conjunction with a wide range of

individual elements influencing human development systems (microsystem,

mesosystem, and ecosystem), in which the person lives in the microsystem of their

immediate environment (family, friends, school, etc.). The health of college students’

center is an instance of a mesosystem in which a person actively takes part.

Furthermore, SERVQUAL Dimensions of Service Quality by Lam (1997) will

be anchored in this study to determine the level of satisfaction of students to the

health care services of the university. One of the most important problems with the

extensive university quality system, particularly for foreign colleges, is the standard

of medical care and the pupils of various nationalities expressed satisfaction with

these services.

The topic of student happiness with healthcare and the quality of that care has drawn

significant focus over the previous few years from scholars and practitioners

(Anderson, 1995). Thus, determine the satisfaction level of university healthcare

services for the local and international students’ in accordance to the five dimensions

of the service quality, and identify if there are any significant differences between

satisfactions.

Thus, SERVQUAL Dimension of Service Quality assesses the level of ideal

healthcare services expectations in accordance to the five dimensions of the service

quality in terms of, tangibility that refers to the appearance of the facilities,

employees and equipment. Reliability that is about delivering the quality performance

dependably and accurately. Responsiveness is the willingness to provide prompt

service and help customer. Assurance is the ability to inspire trust and confidence in

the organization through their knowledge and courtesy. And empathy refers to the

personalized attention given to the person in need (Zeithaml, 1985).

Conceptual Framework

The framework illustrates the IPOO model of this study, with students' age,

gender, and courses as the inputs, survey questionnaires as the process, and policy

formulation as the output. The ultimate goal of this research is to ensure student

satisfaction with the healthcare services provided by Santo Tomas College of

Agriculture, Sciences, and Technology.

Figure 1. Conceptual Framework of the study

Significance of the Study

This study will look into the impact of health services on students’ satisfaction

at Santo Tomas College of Agriculture, Sciences, and Technology, as well as

analyze their respective experiences. This includes assessing their essential health-

care needs and the health services provided by the institution. The result of this

research will be useful and can give contribution to some parties as follow:

For Santo Tomas College of Agriculture, Sciences and Technology,

leverage the findings to strategically improve the services provided and acquire

necessary equipment to meet essential care requirements. By identifying the most

pressing health concerns among students, the institution can tailor its healthcare

initiatives to address specific issues effectively. This comprehensive approach not

only enhances the overall well-being of the college community but also strengthens

the institution's reputation as a provider of holistic support services.

For Local Government of Santo Tomas, to provide feedback regarding the

efficiency of healthcare services offered in schools, which has an immediate impact

on the health and wellbeing of students in the neighborhood. Second, the LGU can

evaluate the effectiveness of its investments in healthcare people and facilities by

knowing how satisfied students are with these services. This will help to ensure that

resources are distributed efficiently to suit the demands of the student body. In the

end, this study gives the local government (LGU) the information it needs to make

decisions that will enhance the standard and accessibility of healthcare services

provided in schools, thereby promoting the general welfare and health of the

community.

For Commission on Higher Education, provide insights into the quality of

healthcare services offered within educational institutions under its jurisdiction. By

evaluating students' satisfaction with these services, CHED can assess the

fulfillment of its mandate to ensure the provision of quality education and support

services. Understanding students' perspectives on healthcare services enables

CHED to identify areas for improvement, implement necessary policy changes, and

allocate resources effectively to enhance the overall well-being of students across

the higher education sector.

For Department of Health, this study could provide valuable insights into the

effectiveness of healthcare services offered within educational institutions, which

directly impact the health and well-being of students. By assessing students'

satisfaction with these services, the DOH can evaluate the success of its efforts to
promote and maintain the health of the youth population. Understanding students'

experiences and perceptions of healthcare services enables the DOH to tailor its

policies and interventions, ensuring that schools provide adequate and satisfactory

healthcare support to students, thus contributing to overall public health goals.

For the students, this study could understand students' perceptions and

experiences with healthcare services can empower them to make informed decisions

about their health and well-being while enrolled in the institution. By addressing any

identified areas of dissatisfaction, students can advocate for improvements in

healthcare services, leading to enhanced access to quality healthcare and overall

student welfare.

For the future researchers, this study will help them gain more information

and expertise, as well as serve as a significant reference for future health-care

research. Moreover, contributes new insights and views on the relationship between

healthcare supply and stakeholder satisfaction, adding to the field's existing

literature. As a result, this study not only increases scholarly understanding, but also

sets the framework for informed decision-making and ongoing improvement in

healthcare service at educational institutions such as Santo Tomas College of

Agriculture, Sciences, and Technology.

Scope and Limitation

This research focuses on the students’ satisfaction on health services in

Santo Tomas College of Agriculture, Sciences and Technology. Furthermore,

evaluate the essential health-care needs by the institution. This study mainly

concerns the students from various courses of Santo Tomas College of Agriculture,
Sciences and Technology. They will be chosen randomly as they are the directly

experience the health services the institution.

Definition of Terms

The study's conceptual and operational definitions of the following terminology

were provided to aid with comprehension.

Health Care Services. Broadly defined as the entirety of measures and

activities promoting the health of human beings on a community or individual level.

The opportunities for achieving optimal health vary between different groups of

people, with structural and social determinants influencing access to health care

services and interactions between patients and health care providers (Chamali,

2020).

Satisfaction. It refers to the persons’ emotional and cognitive response post-

subjective assessment and comparison of pre-purchase expectations and actual

performance subsequent to the consumption of the product or service (Florin, 2019).

REFERENCES

Anderson, E.A., & Zwelling, L.A. (1996). Measuring service quality at the university
of Texas M.D. Anderson Cancer Center. International Journal of Health Care
Quality Assurance. 9(7): 9-22.
Chamali, M. (2020). Qatar Healthcare Sector Overview. Consulting HAUS.
https://consultinghaus.qa/wp-content/uploads/2020/06/Consulting-Haus-Healthcare-
Sector-Overview.pd
Florin, L. I. & Sergiu, R. (2014).theories of Consumer‟s Satisfaction and
Operationalization of the Expectation Disconfirmation Paradigm. Academic Brancusi,
Publisher.
Willaims, R.E., (2019). Exploring perceptions ofhospital operations by a modiÞ ed
SERVQUAL approach. Journal of Health Care Marketing. 10(4): 47-55.
Bronfenbrenner, U. (2012). Ecological models of human development. In
International Encyclopedia of Education, Vol. 3, 2nd Ed. Oxford; Elsevier. Reprinted
in: Gauivain, M. & Cole, M. (Eds.), Readings on the development of children, 2nd
Ed. (1993, pp. 37-43). NY: Freeman.
Lam, S.S.K. (1997). SERVQUAL: A tool for measuring patients’ opinions of hospital
service quality in Hong Kong. Total Quality Management. 8(4): 145-152.
Mitchell, A. M. (2020). The applicability of serval in different health care
environments. Health Marketing Quarterly. 16(3), 1-2 1.
Monse, B., Benzian, H., Naliponguit, E., Belizario, V., Schratz, A., & van Palenstein
Helderman, W. (2013). The fit for school health outcome study - A longitudinal
survey to assess the health impacts of an integrated school health programme in the
Philippines. BMC Public Health, 13(1), 1-10. https://doi.org/10.1186/1471-2458-13-
256
Monse, B., Benzian, H., Naliponguit, E., Belizario, V., Schratz, A., & van Palenstein
Helderman, W. (2013). The fit for school health outcome study - A longitudinal
survey to assess the health impacts of an integrated school health programme in the
Philippines. BMC Public Health, 13(1), 1-10. https://doi.org/10.1186/1471-2458-13-
2562020.0724
Monse, B.A., (2021). Protecting the health of vulnerable children and adolescents in
the US. In JAMA Health Forum. Doi.org/10.1001/jamahealthforum.2020.0724
Samdal, J.D., (2021). Effect of a general practitioner's consulting style on patients'
satisfaction: a controlled study, BMJ, 30(6758), 968-970.
Reid, E.A., (2005). Measuring service quality at the university of Texas M.D.
Anderson Cancer Center. International Journal of Health Care Quality
Assurance. 9(7): 9-22.
White, J. M., Klein, D. M., & Martin, T. F. (2015). Family theories: an introduction.
Los Angeles, CA: Sage
Zeithaml, V.A. & Berry, L.L. (1985). SERVQUAL: A Multipleitem Scale for Measuring
Consumer Perceptions of Service Quality. Journal of Retailing, 64(1): 12-40.
 SURVEY QUESTIONNAIRE

STUDENTS’ SATISFACTION ON HEALTH SERVICES IN SANTO TOMAS

COLLEGE OF AGRICULTURE, SCIENCES AND TECHNOLOGY: BASIS FOR
POLICY FORMULATION
To the Students:
The undersigned are currently conducting a research study entitled
STUDENTS’ SATISFACTION ON HEALTH SERVICES IN SANTO TOMAS
COLLEGE OF AGRICULTURE, SCIENCES AND TECHNOLOGY: BASIS FOR
POLICY FORMULATION. This is part of the requirements in Bachelor in Public
Administration.

Please accomplish this survey questionnaire by answering all questions as

honest as possible. Information gathered will be treated with utmost confidentiality
and for academic purposes only. Thank you very much.

Sincerely yours,
Khrisdhel M. Guillera Jariel Kim Olaera
 SOCIO-DEMOGRAPHIC PROFILE
AGE
SEX
COURSE

Direction: On a scale of 1 to 5, indicate your assessment on the quality of services

on Santo Tomas College of Agriculture, Sciences and Technology
1 2 3 4 5
NEITHER
INDICATORS VERY
SATISFIED
SATISFIED
DISSATISFIED
VERY
SATISFIED NOR DISSATISFIED
DISSATISFIED

RELIABILITY
When health care is promised, it
is done
Discipline of staff
Delivery of service right in the
first time
Provision of health services at
the time promised
Keeping clients record correctly
without mistake
RESPONSIVENESS
Information provided on when
services will be performed
Provision of prompt service
Students’ willingness to help
Accessibility of staff when
needed
EMPATHY
Giving individual attention to
each patient
Operating hours appropriate for
all patients
Students give personal attention
to patients
Students have best interest of
patient at heart.
Understanding of the specific
needs of patients
ASSURANCE
Feeling security and safety in
receiving health care and
communication with staff
Adequate explanation of health-
related problems
Students knowledge to answer
client questions
Courteous and polite behavior
towards patients
TANGIBILITY
Neat and professional
appearance of health care staff
Cleanliness of health care
environment
Adequacy of equipment in the
 health care facility
Visual appealing and comfort of
physical facilities

Survey Source:
Lam, S.S.K. (1997). SERVQUAL: A tool for measuring patients’ opinions of hospital

service quality in Hong Kong. Total Quality Management. 8(4): 145-152.