1

Chapter 1

Background of the Study

The world has witnessed a rapid increase in technological innovations,

this era ushered in the advent of the electronic computer system among other

modern technologies (Bada et. al 2009). At present the use of computer

laboratory has become a global trend concerned to each of the university

students and has permeated nearly all aspects of human organizational roles

and education (Matthew, 2007). Computer labs are a key part of a university’s

technology offerings and one of the primary ways that technology is put in the

hands of students. Computer Lab aims to provide basic, functional computer

services for users who may not have access to such technology at home or

elsewhere (Hartley, Mike, Lise, & Simon, 2012).

By the 1980s, universities were able to start providing computer access

to more and more students, equipment had become smaller, lighter, and more

affordable (Matthew, 2007). In addition, computers were now being utilized for

more everyday tasks in academia rather than being reserved for only complex

research projects. By 1965 over one-third of institutions of higher learning

(707 of 2,219) had some sort of computer facilities (Hamblen, 1971).

According to the study of Matthew (2007), at the University of North Carolina

at Chapel Hill the first computer labs open to the general student population

were established in the fall of 1985. These labs were established across

campus in whatever available rooms could be found to provide ease of

access to as many students as possible.

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Studies by Selamat et al. (2004) shows that, on average, respondents

agreed that a conducive learning environment would increase their motivation.

The finding is in line with Newby and Fisher (1998) which states that the

environment of the computer lab has a significant influence on students'

attitudes towards computers and courses of study. In addition, in order to

meet customer needs, i.e. the students, concept and philosophy of Total

Quality Management in the management of computer labs has been

investigated by Swanson and Phillips (1998).

In the Philippines, the Commission on Higher Education (CHED)

includes requirements on facilities and equipment in the computer laboratory,

allowing Higher Education Institutions (HEI’s) offer courses to students

specially those which are highly technical like computer engineering

laboratory programs including colleges and universities in Caraga

Administrative Region (CHED. “Policies and Standard for Information

Technology Education (ITE) Programs.”). The computer engineering program

of colleges and universities in Caraga Region is equipped with laboratory

facilities that adhere to CMO 25, Series of 2005.

The Inawayan National High School has 2 Computer Laboratory, one

for the junior high and one for the senior high students. The students, faculty

and staff of Inawayan National High School (INHS) have access to the

computer labs, which provide the tools and technologies to produce websites,

edit papers, complete class assignments, conduct data analyses and

research. Printing services are also offered in the computer lab. Microsoft

Windows software is also available which is commonly used by the students.

The lab is also dedicated to the research need of the faculty and most
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especially to junior high CSS student. This lab is managed by one of the

school personnel which can also assist students with little or no prior

computer experience.

This study focuses on the services provided by the computer laboratory

of junior high students which seems to be very accessible to everyone,

especially to the CSS students who frequently used the lab. In Inawayan

National High School, the satisfaction level of CSS students on the service

provided by the computer laboratory is not yet ascertained; thus the

researcher believed that conducting the research will help determine the level

of satisfaction of CSS students on the services provided by the Computer

Lab.

Statement of the Problem

This study was conducted to determine the levels of satisfaction

on the services provided by the Computer Laboratory of Inawayan National

High School (INHS). The study attempts to answer the following:

1. What is the level of respondents’ satisfaction on the services

provided by the Computer laboratory as to the following:

1.1 Laboratory Environment

1.2 Laboratory Adequacy of Facility

Hypotheses

The following null hypotheses will be treated at 0.05 level of

significance:
 4

HO1. There is no significant relationship among the level of satisfaction of

CSS students on the services provided by the computer laboratory.

HO2. There is a significant relationship among the level of satisfaction of CSS

students on the services provided by the computer laboratory.

Theoritical Framework

This study is anchored in the idea of Say-Morite (2017) which states

that prioritizing laboratory space and efficiency of available facilities followed

by availability and computer upgrade with adequacy leads to satisfactory of

university students. As stated by Matthew (2007) in higher education

students are treated as customers and they need a conducive environment in

order to have a good teaching and learning environment. Therefore to ensure

the effectiveness of the computer lab, proper computer lab management

should be implemented in order to fulfill its purpose and also the needs of the

students. According to Saadon and Liong (2011) it is vital that the equipment

and facilities at the labs are always in good condition to ensure that teaching

and learning are going on smoothly. Consequently proper laboratory

management is necessary in this area in order to satisfy the students as well

as to motivate them.

Certain variables are identified in this study. The independent variable

is the services provided by the computer laboratory, which include the

following indicators: Laboratory Adequacy, Laboratory Facility, Laboratory

Environment and Quality of Staff Service. The dependent variable is the level

of satisfaction of CSS students.

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Conceptual Framework

Independent Variable Dependent

Variable

Services provided by the

computer laboratory
 Laboratory
Level of satisfaction of
Environment
CSS students
 Laboratory
Adequacy of
Facility

Figure 1

A Schematic Presentation of the Variables of the Study

Significance of the study

The significance of this research is to determine the level of satisfaction

of CSS students on the services provided by the computer laboratory of

Inawayan National High School (INHS). The result of this investigation will be

beneficial to the following:

School Administrators. The result of the study will give background

on the level of satisfaction of CSS students on the services provided by the

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computer lab, this will be their guide on what improvement should they

implement in order to fulfill its purpose as well as to enhance the computer

lab.

Students. Through this study, students will be able to know whether

the computer lab meets their needs and expectations.

School. The result of the study will serve as their basis on maintaining

and enhancing the performance and service provided by the computer lab.

Future Researcher. This research will be useful reference for the

researchers who would plan to make any related study.

Research Locale

The study was limited and conducted only at Inawayan National High

School (INHS) among the Computer System Servicing (CSS) student during

the fourth grading period of the present school year 2018-2019. The

respondent of this study would be the grade 9 and 10 CSS students who

frequently visit the computer lab. It’s main purpose is to determine whether

the CSS students were satisfied to the services provided by the computer

laboratory. Each of the respondents are given same questionnaires to

answer.

Definition of Terms

Student’s Satisfaction. student’s satisfaction refers to the scores responded

by surveying student.
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Conducive Environment. conducive environment refers to an area providing

the right conditions for something good to happen or exist.

Computer Laboratory. As used in the study, computer laboratory is a space

which provides computer services to a defined community.

Chapter 2

Review of Related Literature

This section reviews literature related to the study on the level of

satisfaction on the services provided by the computer laboratory. The review

is divided into the following: Concept of satisfaction; computer laboratories;

Computer laboratory environment; Computer laboratory adequacy and the

quality of staff service.

The history of computer labs at colleges and universities is an ill-

documented one. Books, articles, and websites can be found documenting

the first mainframes put in place and the early years of computer science

education. Mathew (2007) reported that computer labs are rarely found

defined in the literature about computing in higher learning. These past few

decades, researchers converted major focus on student satisfaction level in

the competitive learning environment owing to its strong impact on the

success of educational institutes and prospective student registration. Plentiful

research available provides different conceptualizations and arguments on

what the student satisfaction level is and how is it measured by universally

accepted models. A review of the literature has addressed the issue and

developed a framework to explain the concept clearly.

Concept of Satisfaction
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According to the Advanced English Dictionary (Microsoft Corporation,

2018) the word ‘‘satisfaction’’ means the contentment one feels when one has

fulfilled a desire, need, or expectation or state of being gratified or satisfied.

Therefore satisfaction can easily be understood as an act or an obligation of

giving the other party some kind of experience be it from a service or some

goods or combination of both. It is a phenomenon which individual person

experience in relation to his or her personal needs or expectations concerning

the realization of those needs or/and expectation.

Student satisfaction level is a function of the relative level of

experiences and perceived performance of educational services provided by

higher educational institutions. It is a function of the difference between

perception and expectation. Out of simplicity Douglas and Barnes (2006)

assume that the student is both the customer and consumer of higher

education. In addition, they believed that the strength of the overall level of

student satisfaction and consequently their impression depends on whether or

not the minimum expected standards are consistently being met.

As per Dib and Alnazer (2013), customer satisfaction and student

satisfaction will be defined as the student’s positive or negative feelings

experienced as a result of: 1) comparing student perceptions of actual

performance with their expectations of performance; 2) questioning the

fulfillment of their needs and wants; 3) evaluating whether or not the degree

was obtained at a reasonable price.

In most cases, Malik, Danish and Usman (2009) reported that

educational institutions used satisfaction surveys to determine their strengths

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and weaknesses. It plays a major role in determining the originality and

accuracy of a system especially the educational system. The higher the level

of satisfaction, the higher will be the level of students’ skill development,

course knowledge and mentality.

Satisfaction has a wide variance of definitions in existing literature.

Researchers are unable to select an appropriate definition for a given context,

develop valid measures of satisfaction, and compare and interpret empirical

results without a uniform definition of satisfaction as expressed by Giese and

Cote (2002).

The independent variable in this study is the factors affecting the

satisfaction level of students on the services provided by the computer

laboratory. Thus, each variable shall be given enough review of literature on

this part of the chapter.

Computer Laboratories

Computer labs, or computer clusters, give many people access to

computer programs and the Internet. Schools, public libraries, Universities,

hotels and government offices and companies set up computer labs that

contain a large quantity of computers, printers, scanners and other

equipment. Mathew (2007) stated that computers that are originally

envisioned as a tool to enhance the educational experience are now used in

all facets of students’ lives. These computers are usually hooked up to a

central server and maintained by an IT Department (Gough, 2016). Computer

Lab aims to provide basic, functional computer services for users who may

not have access to such technology at home or elsewhere as indicated by

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Hartley, Mike, Lise, and Simon (2012). The computer labs are available for

students to complete class assignments making sure that they should respect

the rights of others in order to have a quiet environment to complete their

tasks.

Pitigala (2016) stated that having an unclear screen, lots of wires and

other unwanted things on the table are the most common problems a student

can encounter while working in the computer lab that causes disturbance for

them and other lab users. He reported that this common problem in the

computer lab is the reason why students and other users can’t work smoothly

throughout. Besides, Jarvis (2006) stated that lab computers should be

maintained regularly to ensure that it won’t crash too early. Consequently,

Carranza (2003) added that to ensure the quality management in the

computer laboratory the Lab Assistant is responsible for enforcing Computer

Lab Policies and Procedures.

Student use of computers began as a way to make academic work

more effective and efficient. Matthew (2007) believed that Internet use has

become a staple of almost every type of academic endeavor these days

although its effectiveness in educating students might be argued. Oftentimes,

students’ primary resource for an assignment will be a commercial Internet

search engine or general web surfing “instead of using more reliable points of

access such as library databases or their library’s home page”. Thompson

(2003) found that 75% of students reported that they are successful in finding

the information that they need for academic assignments by having access on

computer labs. He believed that computer labs are not just for making

academic work easier but also bettering academic collaboration among

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students. Thereupon, Matthew (2007) implied that the labs would become an

even better tool for research and learning.

In most courses in which computers are used, computer laboratory

classes plays major role. These classes can take a number of forms, the two

most common being the closed or formal laboratory and the open laboratory

(Li and Wu, 1996).

As expressed by Li and Wu (1996), the formal laboratory is scheduled

in the same way as lectures and seminars with specific exercises being set for

students wherein they are generally staffed by a lecturer. On the other hand,

open laboratories allow students to come and go as they please with technical

assistance being provided by laboratory demonstrators who are often senior

students. Prey (1996) indicated that the open laboratory is the norm while

Denk, Martin, and Sarangarm (1993) noted that only about one-third of the

university courses used formal classes. Studies by Knox et al (1996) suggest

that despite the generally accepted importance of laboratory classes in

computer-based courses effectiveness of laboratory facilities must be

prioritized.

Computer laboratory Environment

Newby and Fisher (2000) pointed out that computers have been used

widely for many purposes. For example, as a discipline of study in itself, as a

device to assist the learning process within other courses, as a method of

conveying learning material, as a research tool, and for on-line assessment.

The practical component of a computer course is usually taught in the

computer laboratory class. A laboratory class do not just help students to

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achieve proficiency but also to develop skills, such as critical awareness,

problem solving, communication of technical concepts, and independent

thinking. It also introduces students to the computing learning environment;

narrows the gap between theory and practice; fosters motivation and interest

in the material to be learned as indicated by Boud et al. (1986). Factors that

constitute a productive or positive computer laboratory learning environment

should be identified to achieve these goals. In this regard, Newby (2002)

highlighted the following factors: (1) The institutional support. This includes

not only workstations but also infrastructure of technical support for hardware

as well as software, and a help desk accessible to staff as well as students.

(2) The ways in which a computer laboratory may be staffed. This may affect

instructor interaction with students. (3) The level of assistance provided in a

computer laboratory.

Satisfaction of students in Fitzsimmons and Fitzsimmons (2008) view

depend on the external and internal physical environment that is designed

with an appearance and feel that is in harmony with the service concept would

have a great impact on students’ satisfaction. This includes: facility layout,

spaciousness, style and décor, equipment, and ambient conditions. The

layout and interior design of computer labs will also have a great impact on

students’ satisfaction. Therefore, computer laboratory must maintain the good

layout of each computer station in order to have good working ambiance.

Studies by Douglas (2006) reveals that computer lab environment and dealing

room satisfaction has a positive total effect on overall student satisfaction.

Research conducted by Say-Morite (2017) states that Computer

Laboratory spaces should be given attention since these are necessary to fit
 13

students into the room. These would have influence to instruction and

performance of teachers. The performance of teachers which is influenced by

technology will in turn influence satisfaction of students in laboratory facilities.

They emphasized that computer laboratory must be equipped with laboratory

facilities to CMO 25, Series of 2005. Laboratory classes are held in spacious

computer laboratories with efficient and updated computers and other

paraphernalia. Therefore, computer laboratory should accommodate

additional equipment and courses for growth.

Study of Say-Morite (2017) also revealed that computer laboratories

must prioritize the space of the laboratory to accommodate their students as

well as the maintenance of their machines for efficient functions including the

availability, upgrade and adequacy of computers and other devices. This goes

to show that available gadgets and laboratory facility are efficiently working

resulting to the satisfaction of students.

Saadon and Liong (2011) suggested that an environment that is conducive

to teaching and learning coupled with good infrastructure were found to be

helpful to the process of teaching and learning. In addition, Salleh et al. (2010)

investigated the effect of environment and layout in the computer labs on

social interaction and students’ innovativeness during practical session in the

class.

In Computer Laboratory, the students and other access users need

calm, clean and conducive environment in order to fulfill its usefulness and

purpose to meet the students’ demands and expectation.

Computer Laboratory Adequacy of Facilities

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Lukalo (2008) argued that provision and improvement of infrastructure

for teaching technical subjects in schools increased students’ participation in

the subjects. Though computer technology is entirely viewed as a facilitator

for change, many public and private secondary schools do not offer it due to

the high costs of purchase, installation and maintenance of the equipment’s

(Smyth &Hannah, 2006).

According to Smyth & Hannan (2006), availability of computer facilities

in schools would ensure students access on materials for teaching and

learning of computer studies. Teaching and learning cannot be meaningful

without educational materials hence students to a larger extent failed to

choose computer studies due to inadequate computer infrastructural facilities.

Erickson (1986) posited that private secondary schools’ proprietors equipped

schools with adequate computer facilities hence low ratio of students’ to

computers which influenced their choice of computer studies. He further

added that public secondary schools lacked adequate funds to provide

modern computer equipments, internet connection, installation and

subscription expenses which influenced students’ choice of computer studies.

Most higher education courses require constant use of computers.

Some subjects require computer applications and analysis, and the presence

of

computer facilities enhances the attractiveness of universities among students

Arambewela and Hall (2008) noted that students expect reasonably modern

computer equipment, in adequate quantities to be made available for their use

when required. Consequently, high expectations are formed by students,

given the promises made by universities through their promotional material

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and local agents or consultants in regard to the availability of core facilities

such as computer equipment. Harvey (2001) considered this variable to be

important in the formation of student satisfaction. Maddox (2008) concluded

that a number of researchers have confirmed that with the appropriate

number of well-equipped computer labs and technical support in the

university, student satisfaction is greatly enhanced.

Major components of both direct and indirect action elements in the

learning environment was established by university facilities as pointed out by

Asiabaka (2008). Besides, these facilities play a pivotal role in the

actualization of educational goals and objectives by satisfying the physical

and emotional needs of the users. Knezevich (1975) emphasized that

physical needs are met through provision of safe structures, adequate

facilities, a balanced visual and appropriate environment, and sufficient space

will met the emotional needs of the user by creating pleasant surroundings, a

friendly atmosphere, and an inspiring environment for the access

user’s/students. Adebanjo (2006) also noted that when the school

environment is enriched with adequate teaching learning materials wherein

children learn best.

A study by Abbasi, Malik, Chaudhry & Imdadullah (2011) measured the

level of student satisfaction with services offered by computer labs and

general labs in Pakistan. Findings from the study showed that users were

dissatisfied with the sufficiency of the facility due to the students’ large

population and the lack of computer station in the laboratory. Coleman &

Hoffer (1989) alluded that majority of the public secondary schools that were

geographically located in low income minority communities with inadequate

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facility, internet connectivity and limited resources hence could not offer a

wide curriculum of computer studies. Wikeley & Stables (1999) theorized that

public secondary schools depended primarily on national governments for

funds which are inadequate and whose disbursement is often delayed which

made acquisition of sufficient computer equipment’s impossible hence high

ratio of students’ to computers which affected their choice of computer

studies.

Ndirangu and Udoto (2011) observed that low quality academic

resources such as equipment on the school facility does not only affect

teaching and learning but also has impacts on students’ satisfaction and

loyalty to the school.

As what Karna and Julin (2015) observed, facilities are designed, built

and made available for facilitating smooth operations of an organization. On

the study conducted by Fernando (2017), facilities such as computer

laboratory facilities work as major determinants of student satisfaction levels

at state universities in Sri Lanka.

In a study, Coskun (2014) found that students give particular

importance to academic facilities such as the computer lab because they

spend a lot of their time interacting with the facilities. He pointed out that

sufficient facilities are likely to enhance the interaction, bring about creative

learning, and contribute to a fulfilling university experience. In relation to this,

Salad (2014) also found out that sufficiency of teaching facilities is

significantly related to students’ satisfaction. Contrary to this finding, J.

Douglas et.al (2006) concluded that quality of academic resources has an

 17

insignificant relationship with students’ satisfaction. It suggest that quality of

academic resources is not a matter of consideration for students in a

university.

Research conducted by Kara (2016), implies that students were most

concerned with sufficiency of lecture rooms and halls, availability of quality

lecture chairs, ample sitting space during lectures, sufficient and equipped

laboratory facilities, and adequate computers for ICT lessons.

The study of Mansor and Hasanordin (2012) found out that quality of

academic resources significantly impacts on students’ satisfaction

perceptions. The findings suggest that students appreciate the provision of

adequate laboratory equipment, lecture rooms, and other physical evidences

of an excellent university. The finding concurs with Tuan (2012) which found

that academic resources such as computer lab facilities with sufficient

textbooks and references were the strongest determinants of students’

satisfaction. Moreover, he implied that computer laboratory equipped with

computers, printers, internet, and Wi-Fi service, allows the students to use

online resources to complete homework assignments and projects will lead to

students’ satisfaction.

Research conducted by Sukandi (2010) on the Relationship between

campus facilities to student satisfaction reveals that there is a positive

relationship between the facilities provided by the campus on student

satisfaction. Study conducted by Adeosun, (2010) showed that the lack of

computer laboratory facilities resources and poor infrastructure will result to

students’ dissatisfaction. Therefore, it would be beneficial to student if the

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computer laboratory has appropriate physical facilities, adequate facilities and

equipment.

As per Rehman and Saghir (2014), satisfaction levels provide a more

obvious picture of facilities and the environment provided to students.

Students’ satisfaction with educational facilities is an important tool to assess

the quality of teaching and institutional effectiveness. The success of any

educational institution depends on the satisfaction of their students particularly

with the facilities they provide. Students’ are the primary users of the facilities

in educational institutions and the satisfaction of all other stakeholders is

dependent on the satisfaction of students as indicated by Marimuthu & Ismail

(2012).
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Chapter 3
Methodology

Methodology refers to the way we approach problem and how we

conduct research. This chapter highlights the research design, the research

subjects, research instruments, as well as the data gathering procedure used

in the conduct of the study.

Research Design

The design for this study is a descriptive survey method. The reason

for using it, is because it can determine the quality of research, the

significance result measure from the overall population and is an efficient way

of gathering data to help address a research question. Bello and Ajayi (2000)

opines on survey design that, a method usually adopted when handling a

large population especially on issue of the moment that involve systeamatic

collection of data from population of study through the use of questionnaire.

Rick (2014) asserts that the information gathered will allow you to measure
 20

the significance of your result on overall population you are studying, as well

as the challenges of your respondents’ opinions.

Moreover, the method employed in this study tried to find out the level

of Satisfaction of Junior high CSS students on the services provided by the

computer laboratory of INHS.

Research Participants

The respondents of this study was the junior high CSS students’ of

Inawayan National High School (INHS) for the school year 2018-2019. A total

ninety-six (96) CSS junior high students was enrolled in Inawayan National

High School and there will be fifty (50) junior high CSS students that will

participate in this study. They will be randomly selected by the researcher.

Table 1

Distribution of Respondents

Year Level Frequency Percentage (%)

Grade 9 25 50.00

Grade 10 25 50.00

TOTAL 50 100.00

Research Instrument
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In this study, the researcher developed a survey questionnaire to

measure the satisfaction level on the services provided by the computer

laboratory.

A researcher-made questionnaire was used for data collection. The

questionnaire was designed to answer questions concerning the satisfaction

level on the services provided by the computer laboratory. Students' were

asked to state their level of satisfaction with regard to computer laboratory

environment and laboratory adequacy of facility. It is a 15 item questionnaire

wherein the respondent will choose among the following options. Strongly

Satisfied (5), Satisfied (4), Neutral (3), Unsatisfied (2), Strongly Unsatisfied

(1).

The instrument was revised based on the corrections of the experts

before distributing it to the respondent. This study utilized a survey research

method in which a questionnaire was self-administered to fifty (50) junior high

CSS students.

Data Gathering Procedure

The researchers followed the following steps in gathering data

Asking Permission to Conduct the study. The researcher wrote a

letter seeking permission to conduct the study and administer the research

instrument used.

Administration of the Survey Questionnaire. The researchers

administered the survey questionnaires personally.

 22

Gathering the Result. The questionnaires were retrieved and the data

collected were tallied.

Statistical Treatment of Data

The responses to the items on the questionnaires were tallied

and recorded correspondingly with an intention of providing the analysis and

interpretation. The following descriptive statistical tools were used to interpret

the collected data:

Frequency. The number of measurements in an interval of a frequency

distribution. This was used to determine the number of respondents used in

the study.

Percentage. This tool was used to determine the relationship of the

individual data with respect to the whole number of respondents in the study.

Mean. This tool was used in determining the level of satisfaction of the

CSS students on the services provided by the computer laboratory.

T-test. This tool was used to determine the average mean of the level

of satisfaction of the CSS students on the services provided by the computer

laboratory.
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Chapter 4

Analysis and Interpretation

This chapter takes account of the presentation, analysis, and

interpretation of data gathered. The answers to the research question found in

the statement of the problem in Chapter 1 will be discussed. In this chapter,

the data gathered for the conduct of this study and their results will be given

emphasis to find out its indications through analysis and interpretation of

tabulated numeric figures.

The objective of the study was to determine, the level of satisfaction of

junior high CSS students on the services provided by the computer laboratory.

Table 2

Summary of Tallied Scores

STATEMENTS Strongly Satisfied Neutra Unsatisfie Strongly

 24

Satisfied l d Unsatisfied
1. Laboratory layout of 32 16 2 0 0
chairs, desks and
computers are in order
2. Laboratory cleanliness 34 13 2 0 1
is well observed
3. Laboratory temperature 19 26 3 1 1
is good.
4. Laboratory is spacious 12 28 9 1 0
as a workplace
5. Laboratory is well- 12 33 5 0 0
ventilated.
6. Laboratory workstation 31 15 4 0 0
is well maintained.
7. Laboratory facilities are 10 28 12 0 0
functioning well.
8. Laboratory computer 17 21 11 1 0
hardware (computer,
mouse and keyboard)
are in good condition
9. Laboratory software 34 13 3 0 0
including (MS Office
word, presentation,
access, excel, publisher)
is available.
10. Laboratory LCD 29 17 3 1 0
projectors, screen
display and printers are
in good condition or
functional.
11. Laboratory Internet 5 21 20 4 0
access is fast.
12. Laboratory is always 23 19 7 0 1
accessible and in
accordance for the
students’ use
13. Laboratory emergency 15 22 9 3 1
facilities are available
(first aid box, fire
extinguisher)
14. Laboratory software is 17 23 10 0 0
up to date.
15. Laboratory printing 36 9 4 1 0
services are accessible
to the students.
 25

The table above presents the tally on the responses of junior high CSS

students on the administered questionnaire.

In statement number one (1), 32 students answered strongly satisfied,

16 students answered satisfied, 2 students answered neutral.

In statement number two (2), 34 students answered strongly satisfied,

13 students answered satisfied, 2 students answered neutral, 1 students

answered strongly unsatisfied.

In statement number three (3), 19 students answered strongly satisfied,

26 students answered satisfied, 3 students answered neutral, 1 student

answered unsatisfied and only 1 student answered strongly unsatisfied.

In statement number four (4), 12 students answered strongly satisfied,

28 students answered satisfied, 9 students answered neutral and only 1

student answered unsatisfied.

In statement number five (5), 12 students answered strongly satisfied,

33 students answered satisfied, 5 students answered neutral.

In statement number six (6), 31 students answered strongly satisfied,

15 students answered satisfied, 4 students answered neutral.

In statement number seven (7), 10 students answered strongly

satisfied, 28 students answered satisfied, 12 students answered neutral.

 26

In statement number eight (8), 17 students answered strongly satisfied,

21 students answered satisfied, 11 students answered neutral and only 1

student answered.

In statement number nine (9), 34 students answered strongly satisfied,

13 students answered satisfied, 3 students answered neutral.

In statement number ten (10), 29 students answered strongly satisfied,

17 students answered satisfied, 3 students answered neutral and only 1

student answered unsatisfied.

In statement number eleven (11), 5 students answered strongly

satisfied, 21 students answered satisfied, 20 students answered neutral and 4

students answered unsatisfied.

In statement number twelve (12), 23 students answered strongly

satisfied, 19 students answered satisfied, 7 students answered neutral and

only 1 student answered strongly unsatisfied.

In statement number thirteen (13), 15 students answered strongly

satisfied, 22 students answered satisfied, 9 students answered neutral, 3

students answered unsatisfied and only 1 student answered strongly

unsatisfied.

In statement number fourteen (14), 17 students answered strongly

satisfied, 23 students answered satisfied, 10 students answered neutral.

 27

In statement number fifteen (15), 36 students answered strongly

satisfied, 9 students answered satisfied, 4 students answered neutral and only

1 student answered unsatisfied.

Table 3

One-Sample Statistics

N Mean Std. Std. Error

Deviation Mean
Strongly Satisfied 15 21.7333 10.19430 2.63216

Satisfied 15 20.2667 6.63827 1.71399

Neutral 15 6.9333 4.97805 1.28533

Unsatisfied 15 .8000 1.20712 .31168

Strongly Unsatisfied 15 .2667 .45774 .11819

Table 3 show the numerical results for each rating scale. Results

disclosed that the rating scale represented as “Strongly Satisfied” has the

mean of 21.7333 which has the highest Std. Deviation results of 10.19430

respectively.

Furthermore, table 3 result implies that there is a high level of

satisfaction for the junior high CSS students on the services rendered by the

computer laboratory. Moreover, the p-value of 0.000 directs to reject the null

hypothesis and conclude that there is a significant relationship between the

satisfaction level of junior high CSS on the services provided as to laboratory

environment.
 28

This means that the respondent were strongly satisfied on the

Computer laboratory as to the layout, spaciousness and cleanliness of the

laboratory environment. The environment of the computer laboratory of

Inawayan National High School have great impact on students’ satisfaction.

This goes to show that laboratory environment was spacious as a workplace.

This result is in lined with the views of Fitzsimmons and Fitzsimmons

(2008) which suggest that the external and internal physical environment of

the laboratory that is designed with an appearance and feel that is in the

harmony with the service concept would have a great impact on students’

satisfaction. He further emphasize that facility layout, spaciousness, style,

décor and ambient condition would also contribute on students’ satisfaction.

Table 4

Test Value = 0
t df Sig. (2-talied) Mean

Difference
Strongly Satisfied 8.257 14 .000 21.73333

Satisfied 11.824 14 .000 20.26667

Neutral 5.394 14 .000 6.93333

Unsatisfied 2.567 14 .022 .80000

Strongly Unsatisfied 2.256 14 .041 .26667

 29

The above table provides the highest mean of 21.73333 which also

implies that majority of the respondent were “strongly satisfied” as to

laboratory adequacy of facility. This goes to show that laboratory facility are

efficiently working which means that the computer laboratory of Inawayan

National High School is equipped with laboratory facilities resulting to the

satisfaction of students.

This measure of satisfaction shows consonance with the work of Kara

(2016), which implies that students were most concerned with sufficiency of

lecture rooms and halls, availability of quality lecture chairs, ample sitting

space during lectures, sufficient and equipped laboratory facilities, and

adequate computers for ICT lessons.

The finding also concurs with Tuan (2012) which found that academic

resources such as computer lab facilities with sufficient textbooks and

references were the strongest determinants of students’ satisfaction.

Moreover, he implied that computer laboratory equipped with computers,

printers, internet, and Wi-Fi service, allows the students to use online

resources to complete homework assignments and projects will lead to

students’ satisfaction.

This findings coincide with the findings of Knezevich (1975), which

emphasized that physical needs are met through provision of safe structures,

adequate facilities, a balanced visual and appropriate environment, and

sufficient space will met the emotional needs of the user by creating pleasant
 30

surroundings, a friendly atmosphere, and an inspiring environment for the

access user’s/students.

In all, following from the findings of this study, it can be concluded that

majority of the junior high CSS students were satisfied with the computer

laboratory environment and laboratory adequacy of facility. It also provides

support to the findings of previous research in both developed and developing

nations of the world which indicates that facilities such as computer laboratory

facilities work as major determinants of student satisfaction levels.

Chapter 5

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

Presented in this chapter are the summary of findings, conclusions and

recommendations of the study.

The purpose of this study was to determine the level of satisfaction of

junior high CSS students on the service provided by the computer laboratory

of INHS.

Specifically, it seeks answer to the following question/s:

 31

1. What is the satisfaction level of junior high CSS students on the

services provided by the computer laboratory when analyzed by:

1.1 Laboratory Environment

1.2 Laboratory Adequacy of Facility

The method that is employed in this study is the descriptive research

design. It can be either quantitative or qualitative. Descriptive research

involves gathering data that describe events and then organizes, tabulates,

depicts, and describes the data collection (Glass and Hopkins, 1984).

Summary

A researcher-made questionnaire was used for data collection. The

questionnaire was designed to answer questions concerning the satisfaction

level on the services provided by the computer laboratory. Students' were

asked to state their level of satisfaction with regard to computer laboratory

environment and laboratory adequacy of facility.

The data collected was analyzed with the use of descriptive statistics

and interpretation

This study examined students’ satisfaction with the two (2) indicator

which is the laboratory environment and laboratory adequacy of Facility of

computer laboratory in Inawayan National High School. Findings clearly

shows that there is significant relationship between the satisfaction level of

junior high CSS on the services provided as to laboratory environment and

laboratory adequacy of Facility.

 32

Results suggested that students’ were satisfied with the sufficiency of

the workstation as well as the arrangement and the spaciousness of the

laboratory.

Conclusion:

The following were the findings of the study based on the gathered data:

1. The satisfaction level of the Junior High CSS students on the services

rendered by computer laboratory was high. This means that the

respondents are highly satisfied with services provided by the

computer laboratory.

2. Results disclosed that the rating scale represented as “Strongly

Satisfied” has the mean of 21.7333 which has the highest Std.

Deviation results of 10.19430 respectively.

3. Students were satisfied with the spaciousness of the computer

laboratory with efficient and updated computers software and other

paraphernalia.

Recommendations

Based on the findings and conclusions cited by the researchers, the

following recommendations were given:

1. The school should give top priority to efficiency of laboratory space and

facilities.

2. Prioritizing laboratory space and efficiency of available facilities

followed by availability and computer upgrade with adequacy as the

last concern leads to satisfactory of Junior High CSS students.

 33

3. Moreover, the school should from time to time obtain feedback on the

level of satisfaction students derive from the facilities as they can use

this information to prioritize spending on facilities’ provision and

maintenance.

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CHRISTHEL KAYE G. MAMETES
Inawayan Sta. Cruz Davao del Sur
09997890488
cmametes@gmail.com

PERSONAL DATA:
Age : 18 yrs.old
Sex : Female
Civil Status : Single
Citizenship : Filipino
Religion : Roman Catholic
Birth date : August 19, 2000
 37

Birth place : Davao City

Father : Gerwin S. Mametes
Mother : Hilda G. Mametes

EDUCATION BACKGROUND:

Primary : Inawayan Elementary School

S.Y. 2011-2012

Secondary : Inawayan National High School

S.Y. 2016-2017

Tertiary : Inawayan National High School

S.Y. 2018-Presents

LETTER OF PERMISSION
February 10, 2017

Ma’am Marcela A. Sacay

Principal
Inawayan National High School
Inawayan Sta. Cruz Davao del Sur

Greetings!

Undersigned are students of your department who wish to conduct a research study
entitled “Level of CSS students satisfaction on the services provided by the
computer laboratory of Inawayan National High School”. In line with this, we
 38

would like to ask permission from your good office to allow us conduct our study and
administer our research instruments to the junior high CSS students’.

We believe that the results of our study will help students, instructors and
administrators for making them aware of this phenomena.

Your favorable response to this request is highly appreciated.

Respectfully yours,

Respectfully,
CHRISTHEL KAYE G. MAMETES
Researcher

QUENNIE JILL MORATO

Researcher

JAY LABITAD
Researcher

KRISTINE PARENAS
Researcher

MORSID BUMBOLEN
Researcher

RICA BABAO
Researcher

SHAINAH FLORES
Researcher
 39

DANIEL NAVASQUEZ
Researcher

ROBERTO BOGAIS
Researcher

Approved by:

MA’AM MARCELA A. SACAY

PRINCIPAL