THE EFFECTIVENESS OF PROGRAM DELIVERY AND ACADEMIC SUPPORT TO THEPERFORMANCE AND REPUTATION OF A PRIVATE HEI IN THE PHILIPPINES

This study sought to determine the image and reputation of Liceo de Cagayan University as an educational institution through service quality and the satisfaction of the students, parents, and alumni. In this study, a total of 231 respondents were included broken down as follows: 140 students, 46 parents, and 45 alumni selected through convenience sampling. The study disclosed that, among the three stakeholders the alumni have the highest level of assessment along the four dimensions of service quality followed by the parents and the students respectively. As to the level of satisfaction, the alumni have the highest level of satisfaction followed by the parents and then the students. Finally, the indicators of service quality such as: tangibility, assurance, reliability, and responsiveness have a moderate relationship with the stakeholders satisfaction. In like manner, the parents, alumni, and students level of satisfaction on the quality of service of the university can be credited most from tangibility and reliability dimensions.