Title

THE MEDIATING ROLE OF INSTITUTION’S PERCEIVED SERVICE QUALITY ON THE RELATIONSHIP BETWEEN SERVICE
DELIVERY AND STUDENT SATISFACTION

Author(s)

JEF LORENCE C. CARODAN

RHACHER P. MAGBAGO

Affiliation

MISAMIS UNIVERSITY

Degree Program

Bachelor of Elementary Education (BEED) - General

Contributor

CAPIO, NELPA N. - Adviser

BALUYOS, GENELYN R. - Instructor

BAZAR, JAMES. - Panel

GALINDO, RUSSEL P. - Panel

Year

2025

Abstract

In today's competitive educational landscape, student satisfaction is a key indicator of institutional success, often influenced by both the quality of service delivery and students' perceptions of that quality. This study aimed to determine the mediating role of perceived service quality in the relationship between service delivery and student satisfaction. It was conducted at a higher education institution in Ozamiz City during the academic year 2024–2025. A descriptive-correlational research design was employed. The respondents consisted of 500 students selected through stratified random sampling. Data were collected using three validated researcher-made questionnaires assessing service delivery, perceived service quality, and student satisfaction. All items utilized a 5-point Likert scale and had Cronbach's alpha reliability coefficients above 0.70. Data analysis was performed using Jamovi 2.4.8, employing mean, standard deviation, Pearson product-moment correlation, and multiple regression analysis.

Keywords

service quality, student satisfaction, perceived service delivery, higher education, mediating role