UNIVERSITY OF CALOOCAN CITY

Tulip St.., Camarin, Caloocan City

Synthesis of the Related Literature and Studies

Ancillary programs on college and university campuses help students fulfill their

needs while also fulfilling the institution's educational mission. These ancillary

services are important in any academic institution because they aid students in

their holistic development and decision-making for life changes through

counseling, testing, and evaluation services that help a person understand and

improve his abilities, skills, and interests. It meets medical care needs by keeping

track of health and evaluating health education programs. It assists students in

developing skills such as pursuing their interests, collecting knowledge, and

applying what they've learned to their academic lives. It involves document

processing, as well as keeping and protecting records, reviewing, and

maintaining the status of student profiles. These are the duties of Guidance,

Clinic, Library, and Registration at the University of Caloocan City, respectively.

However, coping up with accepting the reality during the Coronavirus pandemic

is essential for the University of Caloocan City to implement new strategies that

will enable to be versatile in meeting students’ needs and expectations. As a

result, adopting modern digital communication practices would be crucial this

time. The university's ancillaries must adapt to help and accommodate students

in the transition to the new normal to fulfill their demands and needs. Student

satisfaction in universities is also influenced by the quality of ancillary services

offered, the quality of input provided, the availability of learning equipment, library

facilities, and learning materials, according to Sojkin, Bartkowiak, and Skuza

(2012). Furthermore, a major determinant of student satisfaction has been

defined as the flexible curriculum, programs, faculty support, and delivery of

ancillary services such as counseling, academic resources, data processing, and

health facilities. Students' satisfaction is focused on their perceptions of the

university's success, as well as whether the university's facilities met their needs

and expectations, such as promptness, reliability of records, and punctuality of

staff or employees in responding to student concerns. This study concentrates on

the university ancillary services' ability to deliver on promises of consistency and

accuracy, as well as the ability to respond quickly, rapidly, immediately, and

instantly to assist students and provide fast service, the adequacy of services

such as availability or updated announcements, and the empathy of staff or

employees in treating students fairly and impartially. Since one's satisfaction is

based on their expectations of the services given to them, it's vital to pay close

attention to and focus on these specific factors, especially in this current situation

where students have more demands and need more help.

The pandemic had a significant impact on the educational sector, forcing

numerous campuses and universities to close temporarily as a result of the

transition from traditional learning to online learning. Students and employees

are unsure when they will be able to resume regular academic operations. Now

that educational industries are being shaken by it, and educational missions must

keep up with any shift in these kinds of circumstances, adopting the new
 UNIVERSITY OF CALOOCAN CITY
Tulip St.., Camarin, Caloocan City

standard is important, in this turn, ancillary resources are moving to engage in

online methods.

The educational sector, according to Zeithmal et al. (2010), has undergone major

changes. As a consequence, delivering high-quality services has become a top

priority. This implies that a lack of awareness of what consumers need from

service organizations is one of the major causes of poor results. The educational

sector, like other service industries, is expanding, and the standard of the

services offered is being assessed as well. In order to remain up with the times.

Most universities around the world strive to fulfill business demands and remain

competitive. Providing quality education, to put it another way, is a serious need

in the current time. Observing how universities use excellent service delivery and

how they emphasize the importance of student's satisfaction with the services

they receive.

One of the keys to measuring educational success and one of the ways to build a

strong understanding in the minds of students is a great delivery of ancillary

services. The influence, deficiencies, opportunities, and risks of the school's

ancillary services must be identified; this can be used as a guide to assess which

ancillary services need to be strengthened to meet the needs of the students in

their institution. Without the Higher Education Institution's productivity and

efficacy in delivering services, the aim would be difficult to achieve. Most higher

education institutions strive for efficiency and effectiveness in their educational

services by wisely investing in areas such as facilities, human resources, the

education system, and students. (Vidalakis and colleagues, 2013) School

facilities, education programs, and students are three of the most critical

concerns that universities must solve. In addition to investing in academic

facilities to increase the quality of school services, universities must also invest in

those facilities to meet the needs of all students and make their time at the

university worthwhile.

Educational institutions and students both respect student satisfaction (Sapri,

Kaka, & Finch, 2011). Universities value students; as a result, their experiences,

knowledge, and understanding of educational institutions must represent their

perspectives rather than those of the universities. Educational institutions will be

able to assess their current level of service quality by assessing student

experience using both satisfaction and value scores.

This study seeks to assist the University of Caloocan City in assessing the level

of satisfaction of students with ancillary services obtained from different services,

such as consultation and evaluation services, the implementation of a health

promotion program and consistent medical care, the availability of resources and

information references, and the updating of the respondent's data profile and also

to determine the challenges encountered by the students toward traditional and

online.