SERVICE DELIVERY PERFORMANCE OF THE DIFFERENT OFFICES AT

CAGAYAN STATE UNIVERSITY, CARIG CAMPUS

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A Research Paper Submitted to the Faculty

College of Arts & Sciences

Cagayan State University,

Carig Campus

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In Partial Fulfilment of the Requirements for the Degree,

Bachelor of Arts in Political Science

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KEEN ALLAN E. CATALBAS

MA. ANGELIKA D. OBISPO

ARLEEN A. MALLILLIN

JALE ANN A. ESPAOL

LIZA O. GARCIA
 CHAPTER I
INTRODUCTION

Background of the Study

If management could keep all employees happy, good performance would automatically

follow (Gascon, 2010). The performance of the different international institution like the Oxford

University considers public managers who face additional pressures (politicians, administrators,

regulators, etc.) crucial to the societal development.

The present UNESCO Institute for Statistics rate shows that from the 60% over all

literacy rate in 2012, it went up for almost 100% in 2015 for the most dominant countries in the

world. A considerable factor therefore is the management capabilities of the academic

administrators which influences the students educational and social ability. The efficient

services and effective administration system of the academes has something to do with their

managerial competence which constitutes their educational attainment, years of services, and

other substantive factors that establishes their proficiency in the work they have been assigned.

Hence, applied to the Philippines educational development, these factors are also

considered and accepted. One of the many aims of the Philippine educational system is to

respond effectively to changing needs and conditions through a system of educational planning

and evaluation (Go, 2013). In the Philippines alone, education has an important role in fostering

the students welfare. In reality, different administrations were established to meet the demands

of the students as quickly as possible. These administrations are comparable to decentralized

offices that substitute the incompetent function of the centralized administration. More likely,

student universities in the Philippines particularly in big universities prove that the service

performance and administrational system affects their educational and social capabilities.
Notorious exposure of the prevalent flaws of administrational system was done often in the

University of the Philippines, Diliman. UP Diliman, was considered the most outstanding

educational institution nationwide that produces many professionals and leaders. These students

which are also called leaders or student activists conduct usual strikes and other form of

rebellious expression of notion against the administration. This proves that the awareness of the

students in the said university is incomparable to the awareness we have in CSU, Carig Campus.

CSU Carig Campus as an institution constitutes different office services exclusively for

educational purposes, some of its major offices are the Office of Student Services Welfare

(OSSW) and Guidance and Counselling office that were made available to the students welfare

and development. But, are the students aware of the importance of these offices? Or are these

offices invisible enough to the students such that these students do not even know that different

offices exist for their own benefit?

As cited in the revised 2013 student manual, the vision and mission of the Cagayan State
University states:

Vision:

Transforming lives by educating for the best

Mission:

Cagayan State University is committed to transform the

lives of people and communities through high quality

instruction and innovative research, development,

production and extension.

Successively, CSU Carig Campus have put up certain offices that promotes the said

vision and mission like the Faculty Office, and the Research and Extension Office, both helps the
students in enhancing different advanced skills. This study will be conducted to know the

performance effectiveness of the said offices in promoting the student welfare. Specific

information about the administrators and personnels background, service compliance, and

students response to the functionality of the offices will be critically analyzed, and systematized.

Hence, this study, Service Delivery Performance of the Different Offices at Cagyan State

University, Carig Campus aims to provide a wider spectrum of how these offices function, and

deliver certain tasks which affects the development and capability of the institution and its

students. Different factors will be presumed by the researchers to deliberately measure the

capability of the personnel, faculties, and students. The succeeding confabulation therefore will

delineate the studys aim, purpose, practicability, and contribution in the society.
STATEMENT OF THE PROBLEM

The focus of the study is to find out the service performance of the different offices at CSU,

Carig Campus. Specifically, it aims to answer the following questions:

1. What is the profile of the office heads and personnel in terms of:

a) Age

b) Gender

c) Civil status

d) Educational Qualification

e) Years of Service

2. What is the level of the administrative competence of the office head and

personnel?

3. What are the work practices of the different offices in meeting the good service

parameter?

4. What is the level of awareness of the students and teachers on the functionality of

the different offices?

5. What is the extent of service delivery performance of the different offices of CSU,

Carig Campus?

CONCEPTUAL FRAMEWORK
 Different offices exist in the campus to deliver basic services to the students. They are

given authority and are delegated powers, responsibilities and resources to function as a distinct

units of the institution. It is therefore their duty to enhance their capabilities to be able to meet

the demands of the stakeholders.

This study aims to assess the level of competency in the performance of duties of

different offices, and to test the level of awareness of students and teachers on the functionality

of the offices.

The stimulus of the study proposes to asses specifically the profile of office heads and

personnel (Age, Gender, and Civil Status), the level of administrative competence of heads and

personnel (Educational Qualification, and Years of Service), the work practices of the different

offices which will be delineated through the service styles of the office heads and personnel, with

the perception of the students toward their service styles and lastly, the level of awareness of

students and teachers on the functionality of offices. The stimulus will therefore form part in the

overall assessment of the service delivery performance of the different offices, which depicts

below the said response or output.

PARADIGM

INDEPENDENT VARIABLE DEPENDENT VARIABLE

1. PROFILE OF OFFICE
HEADS AND
PERSONNEL

2. LEVEL OF SERVICE
ADMINISTRATIVE
COMPETENCE OF DELIVERY
SIGNIFICANCE OF STUDY

This study, Service Delivery Performance of the Different Offices at Cagayan State

Univerity, Carig Campus aims to deliver substantial information that contributes to the

development of the different sectors of the society. With this innovation of ideas, the researchers

wishes to grant these sectors to purposefully use these ideas to further develop oneself, and fully

improve system that contributes to the general welfare rather than adhering to the vision or goals

that harms the public. Therefore, this study benefits the following:

The Administration - This will serve as an eye opener and a substitute in their general

supervision to the institution. The overview of this study will let them take action in any possible

problems faced by the institution.

The Office Heads and Personnel This study will enhance their management capabilities as

well as to improve effectively and efficiently their delivery practices.

The Students Their awareness towards the functionality and importance of the different

offices of the CSU, Carig Campus will be increased and their consideration towards the

management flaws will be enhanced.

The Community - This study will further explain and delineate the management styles and

delivery practices of the offices of the CSU, Carig Campus which can also be patterned in the

service style and delivery practices of other organization outside the institution.

SCOPE AND LIMITATIONS

This study will be conducted in the different offices of Cagayan State University, Carig

campus from July to October, school year 2015-2016. The students and the faculty of the

university will be the respondents in assessing the service capabilities of the different offices.

DEFINITION OF TERMS

Terms hereof are conceptually and operationally defined for a better understanding of the
readers.
 Administrators refers to the authorities handling the educational system such as those
who are in the upper strata of the institution. They are known as the Board of Directors or the
Board of Regents.

Academe refers to the educational environment or community that the students, which
are usually entering a university learns, and socialize.

Philippine Educational System refers to the national method of instruction which is

applied to the majority of the educational institutions. It also serves as the basis or standard of
education in the nation.

Decentralization refers to the delegation of educational responsibilities, powers, and

resources of the central government to the different local educational institutions, to deliver
immediate needs of the students.

Profile of Office Heads and Personnel - refers to the character, and personal
information of the different office heads and personnel such as : Age, Gender, and Civil Status.

Administrative Competence - refers to the ability and qualification of an official in the

administration where he is assigned. This consist of his educational attainment, credentials, and
the years of service which measures his experience towards public service.

Personnel - refers to the authorized and professional group of people who are assigned in
different tasks or operation of the different transactions happening in the institution.

Work practices - refers to the manner on how the personnel applies their service, which
will depict their intention depending on the purpose and goal of the institution.

Functionality - refers to the effectiveness of the service delivery of the heads and
personnel.

Service Delivery - refers to the process where personnel, and heads applies their
functions to give the demands of the stakeholders.