Advisers

Eugenio P. Bayani Jr., LPT, MBA

Discipline

Management & General Management

Abstract

This study, entitled “An Evaluation of Records Management Service Processes in the Registrar’s Office of Bestlink College of the Philippines: Basis for Records Management Improvement Guide”, aimed to assess the efficiency, effectiveness, accessibility, responsiveness, and satisfaction of registrar services, as well as the challenges encountered by students in availing these services. Using a descriptive–evaluative design, data were gathered from sixty (60) Bachelor of Science in Office Administration students through survey questionnaires and interviews with Registrar’s Office staff. Frequency, percentage, weighted mean, and thematic analysis were employed to interpret the results. Findings revealed that while the Registrar’s Office demonstrates professionalism, competence, and reliability in maintaining student records, students expressed concerns regarding timeliness, communication, and online accessibility. Efficiency and effectiveness were generally rated positively, with strong trust in confidentiality and staff competence, but responsiveness and accessibility were rated lower due to delays, lack of updates, and limited digital systems. The most common challenges included long waiting times, unclear instructions, multiple visits, poor communication, and technical issues with online requests. To address these issues, the study recommends streamlining procedures and establishing service-level agreements to clarify timelines, implementing a digital tracking system for real-time monitoring of requests, integrating payment and submission processes into an online platform, and strengthening communication through automated notifications and clear procedural guidelines.

Keywords

service quality, student satisfaction, Higher Education, records management, registrar services, service process evaluation, records management improvement guide