Level of Perception, Awareness and Satisfaction on Registrar's Services

This study aimed to assess the level of student satisfaction and awareness regarding registrar services, with particular attention to key service dimensions and their influence on overall satisfaction. The research was carried out at Liceo de Cagayan University in Cagayan de Oro City, involving 226 graduating students as participants. A descriptive correlational and causal research design was utilized. Results revealed that students were well aware of the Registrar’s services, information announcements related to academic policies and deadlines, and acknowledged the helpfulness, courtesy, and respect shown by Registrar’s staff. The physical layout and accessibility of the Registrar’s office were also rated as satisfactory. However, the findings indicated that document processing times (e.g., transcripts and certifications) and the efficiency of the online service system received the lowest ratings. Additionally, emails or messages directed to the Registrar’s office were not responded to promptly. These results highlight the significance of awareness and perceived service quality in shaping student satisfaction with Registrar’s services. The study recommends the full digitalization of registrar processes, shortened processing times for transcripts and certifications, and enhanced staff training in digital communication and online platforms.

satisfaction, service quality dimension, awareness, registrar services.

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