CUSTOMER SATISFACTION AND SERVICE QUALITY ASSESSMENT IN A PRIVATE SECTARIAN COLLEGE LEARNING RESOURCE CENTER: BASIS FOR THE LIBRARY CUSTOMER SERVICE

The learning resource center serves to enable the clientele in the maximum consumption of resources. This is one of the vital avenues in realizing the school's vision, mission, and objectives. The services and time dedicated to the staff are always geared towards assisting the clientele in meeting their academic needs. Years have been over, the Institute constantly endures to elevation the learning resource center to upkeep the curriculum itself and aims to provide a good quality of education, virtuous spirituality through the formation and in doing community service. The study aimed to create a Learning Resource Center customers’ service improvement plan based on the data that were gathered from the perceptions and satisfaction level of the respondents about the quality service given by library and audiovisual rendered to their clientele. This also focused to determine the significant relationship of the perception and satisfaction level of the respondents. The research used the quantitative approach, descriptive-correlation method that gathered data about the respondents' perceptions about the services and resources that the learning resource center rendered, as well as their demographic profile. The respondents were the selected Junior and Senior High School students of Integrated Basic Education Department in a Private Sectarian College, in Lucena City by their respective adviser. Through the use of Slovin’s formula, the sample size of three hundred fifty (350) was able to get. Stratified sampling technique was also used to proportionally allocate respondents from sixty (60) sections. Providing a framework for researchers, improve more quality service scale development as studies to have further tangible detail. The result of the study showed that participants perceived the satisfaction of the clientele and quality of service assessment basis for library clientele service designate excellent quality in terms of customer perceptions towards service quality; in the level satisfaction, customers are fully satisfied towards service quality while in extending the library and audio-visual objectives are fully achieved. The significant relationship between the respondent’ perception of the Quality of service and level of satisfaction of customers’ correlate with each other which interprets as moderately strong positive linear relationship and has a significant linear correlation. Another study should be undertaken; it may include other teaching institutions. Continuous upgrading of the library services must be considered and Professional development of the librarians as well as other attached employees must be taken into consideration.