Home⇛Psychology and Education: A Multidisciplinary Journal⇛vol. 49 no. 9 (2025)

Work Attitude, Stakeholder Satisfaction, and Service Quality in a Private University Registrar's Office

Melissa C. Abellanosa | Roquito Neil Tausa | Mark Anthony N. Polinar

Discipline: Education

 

Abstract:

This study aimed to investigate the relationships among work attitude, stakeholder satisfaction, and service quality in the Registrar's Office of the Basic Education Departments of Cebu Institute of Technology-University (CIT-U). A descriptive-correlational research design was used to examine the interaction among these variables. Survey questionnaires were used to collect data on staff attitudes, stakeholder satisfaction, and perceived service quality. The study was conducted using 173 respondents, composed of two groups: seven (7) Registrar's Office staff from the Basic Education Departments, and 166 stakeholders—including students, parents/guardians, and alums who had availed the services of the Registrar's Office in the previous six months and participated voluntarily in the survey. Results revealed significant differences in work attitudes between Generation X and Generation Y staff members (F = 7.94, p = 0.023), with Generation X exhibiting higher mean scores. Similarly, career level had a significant influence on work attitudes (F = 7.26, p = 0.027), with Senior-Level staff demonstrating stronger attitudes overall. Stakeholder satisfaction was highest in the Elementary Department and lowest in the Senior High School Department. All five service quality dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy- exhibited robust positive correlations with stakeholder satisfaction (r > 0.9). These findings offer theoretical contributions by empirically linking generational work motivation (Organizational Psychology) to SERVQUAL delivery in an administrative context (Service Management), while providing specific, granular managerial implications for targeted HR interventions. Based on these findings, the study proposes the development of generation-specific mentoring programs, structured career development paths, standardized service protocols, infrastructure improvements, and the systematic integration of feedback to enhance staff work attitudes, service quality dimensions, and stakeholder satisfaction in the Registrar's Office.



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