Mining Rating of University Performance in Academic Programs and Services

Abstract

Measuring service quality is a marketing trend that is gradually proving its worth in academic institutions. This study contributes to the growing body of knowledge on service quality measures in higher education (Aldridge, 1998). The purpose of this study is to identify the rating of the services of a select university. This study attempts to determine the ratings of students with regard to their level of satisfaction on a select university's academic programs, support services, and on facilities and laboratories starting from AY 2010-2011 up to AY 2014-2015. It also aims to compare evaluation results for five (5) consecutive academic years. It also intends to recommend improvements on the policy on the deployment of program evaluation and student services. The ratings for five consecutive academic years: