Evaluating the preferences of stakeholders of a comprehensive higher education institution on the modality of applying for academic records

Abstract

This study focuses on evaluating the preferences of stakeholders of a comprehensive higher education institution located in Manila, Philippines, regarding the process of applying for academic records. Onsite application is the traditional process wherein the stakeholders transact personally on campus to request for needed documents. The online system enables remote application of academic records supported by technology. It is marked by the ability to make the application anywhere and anytime, at the convenience of the stakeholder. The study highlights that both the online and onsite modalities have advantages available to stakeholders. Through qualitative and quantitative methodologies, factors influencing the preference of stakeholders are identified. Though the online application is overwhelmingly preferred by the respondents, the onsite application remains relevant. Combining the advantages of both modalities promote convenience on the part of the stakeholders and empowers them to make contextual choices depending on their preferences. Determining the preferences of stakeholders allows the academic institution to tailor-fit services and fine-tune processes to meet, or even exceed, the expectations of stakeholders. The results of the study can be used as a guide by academic institutions on how to improve the various modalities used to provide efficient customer service to stakeholders.

Keywords: {'name': 'Academic records'}, {'name': 'Online application'}, {'name': 'Onsite application'}

Authors & affiliations

Ferwin Jimenez
University of Santo Tomas

Maureen Gelle-Jimenez
University of Santo Tomas

Kristine Joyce Dela Paz
University of Santo Tomas

Francis Ross Gervacio
University of Santo Tomas

Julian Lucas Lozano
University of Santo Tomas

Tiffany Anne Magbitang
University of Santo Tomas

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