SERVICE QUALITY DELIVERED BY

THE SECONDARY SCHOOLS IN MIDSAYAP

AS BASIS OF STRATEGIC INTERVENTION

Ma. Irish Ace B. Magatao

BACKGROUND OF THE STUDY

 The status of education in the Philippines today is comparably behind to

other countries in the world. The Trends in International Mathematics and
Science Studies (TIMSS) showed that Philippines ranks 36th among 38
participating countries in 2020. TIMMS 2020 placed the country 45nd out of
45 countries for the second year high school science. Another evaluation of
performance known as TIMMS-advanced was given to the Science High
Schools (SHS) like Philippine Science High School (PSHS), S&T-Oriented
HS and Regional Science High School (RSHS).
 The schools shall be empowered to take on countless opportunities for both teachers
and students to pursue creative and sustainable undertakings in support of the overall
objective of improving school outcomes and enhancing the teaching and learning of
within the framework of the K to 12 Basic Education Program.
BACKGROUND OF THE STUDY

 In view of the current realities in education particularly in Region XII,

how can the aforesaid concerns be addressed? If this is the case,
there is really a need to find out the service quality delivered by the
said implementing schools.
 It is imperative therefore, that DepEd as part of its function should
strictly monitor and evaluate all Programs, Projects and Activities
(PPAs) as well as practices of the schools in terms of leadership and
governance, curriculum and instruction, accountability and continuous
improvement and management of resources.
Conceptual Framework

 
 This study is anchored on the Republic Act (RA) 9155
otherwise known as the Governance of Basic Education Act
in 2001 with its emphasis on its declaration that “the school
shall be the heart of the formal education system.”
 This study is guided upon by the aforesaid declaration. Thus,
had carefully chosen the variables related to educational
reforms to achieve quality education. The interaction of the
variables under study explicitly aimed to determine the
service quality delivered by the secondary schools in
Midsayap.
Conceptual Framework

 In this study, the moderating variables included were:

 1) teacher’s competencies in terms of social regard for learning; learning
environment; diversity of learners; curriculum; planning, assessing and
reporting; community linkages; personal growth and professional development,
 2) school administrators Competencies in terms of school leadership;
instructional leadership; creating a students - centered learning environment;
human resource management and professional development; parents
involvement and community partnership; school management and operations;
personal and professional attribute and interpersonal effectiveness,
SCHEMATIC DIAGRAM OF THE STUDY
SCHEMATIC DIAGRAM OF THE STUDY
STATEMENT OF THE PROBLEM

The study aimed to determine the service quality delivered by the secondary schools in

Midsayap as basis of strategic intervention. Specifically, it sought to answer the following

questions:

1. What is the service quality delivered by the implementing schools of STE program in terms of:

1.1. Leadership and Governance

1.2. Curriculum and Instruction

1.3 Accountability and Continuous Improvement

STATEMENT OF THE PROBLEM

2. What is the quality of performance among the secondary schools in Midsayap

in terms of:

2.1. students;

2.2. teachers;

2.3. school administrators;

2.4. school itself?

STATEMENT OF THE PROBLEM

3. What are the competency needs of teachers in terms of:

3.1. social regard for learning;

3.2. learning environment;

3.3. diversity of learners;

3.4. curriculum;

3.5. planning, assessing and reporting;

3.6. community linkages;

3.7. personal growth and professional development?

STATEMENT OF THE PROBLEM

4. What are the competency needs of school heads in terms of:

4.1. school leadership;

4.2. instructional leadership;

4.3. creating a student’s-centered learning climate;

4.4. human resource management and professional development;

4.5. parent’s involvement and community partnership;

4.6. school management and operations;

4.7. personal and professional attribute and interpersonal effectiveness?

STATEMENT OF THE PROBLEM

5. Is there a significant difference in the quality of service of secondary

schools when analyzed by schools and group of raters?
6. Is there a significant difference in the quality of performance among
the following secondary schools’ stakeholders when analyzed by
schools?
8. Is there a significant relationship between the quality of service and
the quality of performance of secondary schools in medsayap?
9. Based on the findings, what proposed strategic interventions.
REVIEW OF RELATED LITERATURE

 According to Jenkins (2007), Science curricula are key factors in developing and sustaining pupils’

interest in Science. Science is often seen by students as demanding and difficult. Scientific ideas are

not always easy to grasp, and their understanding sometimes requires concentration and hard work

over a long period of time. Many young people today in technologically advanced countries do not

readily make the commitment necessary to learn Science. Although science per se can be seen as

difficult, the demands of school Science can, of course, be adopted to suit the age of the learners.
REVIEW OF RELATED LITERATURE

 Nguyen (2013) stated that service quality is a concept which is difficult to measure and

identify, service quality in education is a more difficult issue because of the following reasons:

the customer of the service quality in education is different; the service quality in education has

a deeper meaning than that of the common service quality; the service quality in education

receives interest not only by the buyer and the service provider, but also by the whole society.

Here are the different viewpoints related to the concepts of service quality in education.
REVIEW OF RELATED LITERATURE

 Nguyen (2013) stated that service quality is a concept which is difficult to measure and

identify, service quality in education is a more difficult issue because of the following reasons:

the customer of the service quality in education is different; the service quality in education has

a deeper meaning than that of the common service quality; the service quality in education

receives interest not only by the buyer and the service provider, but also by the whole society.

Here are the different viewpoints related to the concepts of service quality in education.
REVIEW OF RELATED LITERATURE

Variables Related to Service Quality

Gonzalez & Kuenzi (2012) also pointed out similar concerns in the Federal Science Technology Engineering and Mathematics (STEM) education. Governance concerns

focus on perceived duplication and lack of coordination in the federal effort; broadening participation concerns tend to highlight achievement gaps between various

demographic groups. Analysts suggest a variety of policy proposals in secondary STEM education. These include proposals to address teacher quality, accountability,

and standards, remediation and retention of students in STEM majors. This report is intended to serve as a primer for outlining existing STEM education policy issues

and programs.

Another variable related to service quality is the co-curricular activities. According to Omusonga, Kazadi, & Indoshi, (n.d.), the importance of co-curricular activities cannot

be underestimated since schools have ceased to be simply transmitters of knowledge and trainers of academic skills. They are also custodians of moral values, of

democratic ideals, and of certain aspects of personality development. These latter aspects are referred to as the socializing functions of the school, which are better met

through co-curricular activities. Academic work and co-curricular activities therefore have a complementary relationship which schools must take advantage of in an effort

to improve students’ performance. Schools in general and teachers in particular must ensure that students and other stakeholders actively take part co-curricular

activities.
REVIEW OF RELATED LITERATURE

Readiness of the implementing schools to offer Senior High School

The importance of high-quality home and childcare settings for early childhood is indisputable.

These settings exert a powerful influence on young children’s development. Safety, hygiene,

ventilation, light, cleanliness, design and location define quality, allowing children the

opportunity to ignite their natural curiosity and wonderment through exploration of the physical

landscape. This meaningful engagement with the environment is a critical foundation for

development and a particularly important dimension of quality (Britto 2012).

REVIEW OF RELATED LITERATURE

Borres (2010) stressed that teachers who have high commitment and high abstraction

are willing to spend time and energy which are required to get the job done in an

exemplar manner. Abstraction is the ability of the teachers to comprehend instructional

problems, identify solution to the problems and implementing the said course of action

or solutions to solve the problems.

LOCALE OF THE STUDY

For every study there are many places that could serve as sites. But the researcher

needs to make a choice of where to observe, who to interview and which document to

analyse (Merriam, 2000).

The research will be conducted in Midsayap, Cotabato. The 17 secondary schools in

Midsayap were: Juan dillo HS, Baliki HS, Elpididio HS, Kimagango HS, Dilangalen

NHS, Salunayan HS, Agriculture HS, Nabalawag HS,

REVIEW OF RELATED LITERATURE

Locale of the Study

For every study there are many places that could serve as sites. But the researcher

needs to make a choice of where to observe, who to interview and which document to

analyse (Merriam, 2000).

The research will be conducted in Midsayap, Cotabato. The 17 secondary schools in

Midsayap were: DNHS,

RESPONDENTS OF THE STUDY

 The respondents of the study will be grouped into three namely: teachers, school administrators and

school monitoring and evaluation team (SMET).

 The school administrators are those who monitor instruction and extend assistance to make school

operation systematic and conducive to academic excellence. This group will be composed of principal,

designated principal, head teacher, science/math curriculum coordinator and department head with

permanent item or designated at the time of the study (Pelones, 2009). The teachers should be teaching in

science curriculum like Science, Math, Research and ICT regardless of year level. To qualify as

respondents, they should be in a permanent status.

Statistical Treatment
 The study utilized different types of statistical tools to describe and interpret the results of the study:

 For sub problem one, the Descriptive Statistics particularly the Mean was used to describe the result of the service quality Secondary Schools

in Midsayap. The same statistical tool was used for sub problem three, four and five in order to describe the competency needs of teachers and

school heads as well as to draw out the readiness of the implementing schools to offer the Senior High School Program.

 For sub problem two, the Descriptive Statistics particularly the Percentage was utilized to present the quality of performance among the

stakeholders.

 For sub problem six and seven, the Analysis of Variance (ANOVA) was employed to test the significant difference in the service quality and the

quality of performance when analyzed by schools and by the group of raters.

 For sub problem eight, the Pearson – Product Moment Correlation was used in order to establish the relationship between the service quality

and the quality of performance – the independent and the dependent variables covered in the study.