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All Journal Journal of Governance Risk Management Compliance and Sustainability International Journal of Management, Entrepreneurship, Social Science and Humanities (IJMESH) Humanities, Society, and Community (HSC) People and Behavior Analysis (PBA) Advanced Qualitative Research (AQR)
Mary Rose Montano
City College of Calamba
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Enhancing Client Satisfaction: Utilizing Feedback for Ongoing Improvement Strategies Ronald A Gonzales; Mary Rose Montano; Aveto M Dasal Jr; Renante A Artificio; Anna Rhea C Opeña; Maria Mylin S Miranda; Meljhon G Mosca; Armando A Salenga Jr
Humanities, Society, and Community Vol. 3 No. 1 (2025): Humanities, Society, and Community
Publisher : Research Synergy Foundation Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/hsc.v3i1.3303

Abstract

This study evaluated client satisfaction with the services provided by the City College of Calamba (CCC), with particular focus on the implementation of its Citizens' Charter and compliance with Republic Act No. 11032. Using a descriptive research design with 2,633 respondents, the study measured satisfaction across eight service quality dimensions, revealing an overall "Very Satisfactory" rating of 94.32%. The highest scores were in Reliability (95.46%) and Assurance (95.07%), while Costs (90.53%) and Learning Management System (LMS) support were identified as areas needing improvement. Statistical analysis using Goodman and Kruskal's Gamma Correlation demonstrated significant relationships between respondents' awareness of the Citizens' Charter and their satisfaction levels, highlighting the Charter's importance in service quality enhancement. Based on these findings, the study proposed a Continuous Improvement Plan (CIP) for FY 2026 focusing on digitization, staff training, and stakeholder engagement. However, the research had limitations, including reliance on self-reported data, which may introduce response bias, and its cross-sectional design, which limits causal interpretations. The study's focus on a single institution also affects the generalizability of results. For future research, longitudinal studies could assess the long-term impact of CIP implementation, while qualitative approaches, such as interviews, could provide deeper insights into satisfaction drivers. Comparative studies with other institutions would help identify best practices, particularly in addressing cost-related concerns and improving digital service delivery. These research directions would further strengthen CCC's governance framework and service excellence in line with national mandates and stakeholder needs.
Comprehensive Sportsfest Assessment: Evaluating Facilities, Organization, Scheduling, and Athletic Experience Mary Rose Montano; Ronald A. Gonzales; Aveto Dasal Jr.; Renante Artificio; Anna Rhea Opeña; Meljhon Mosca; Maria Mylin S. Miranda; Armando A. Salenga Jr.
Humanities, Society, and Community Vol. 3 No. 1 (2025): Humanities, Society, and Community
Publisher : Research Synergy Foundation Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/hsc.v3i1.3330

Abstract

Sports fests have traditionally promoted fitness, camaraderie, and athletic talent in schools, later expanding to organizations. The annual Sports Fest fostered collaboration through various activities. However, its impact had not been fully assessed. Key factors such as the quality of facilities, event organization, scheduling, and participant experiences were crucial in determining the overall success and reception of the event. This study evaluated the Sports Fest by examining participant satisfaction with facilities, organization, scheduling, and athletic experiences. It also assessed the achievement of goals related to activity takeaways, unity, teamwork, and student participation. The study explored the relationship between satisfaction and goal achievement, identified areas for improvement, and proposed an action plan to enhance future events. The study employed a descriptive-correlational mixed-methods design, utilizing surveys and qualitative feedback from 267 athletes selected through purposive sampling. Participants rated satisfaction on various aspects using a validated questionnaire, while open-ended questions captured qualitative feedback. Data were analyzed with descriptive statistics, Spearman's rho, and thematic coding, revealing themes such as the need for improved scheduling, enhanced facilities, and better communication for program development and improvement. The Sportsfest promoted athletic excellence, teamwork, and community engagement. Participants praised the focus on health, safety, organization, and inclusivity, but highlighted areas for improvement, such as facilities, scheduling, and officiating. Teamwork was identified as a key strength, while clearer rules, better communication, and improved venues were recommended to enhance satisfaction and unity. The study's limitation was its focus on athletes, excluding non-athletes and spectators, and its cross-sectional design, which limited trend analysis. While qualitative feedback was gathered, conducting in-depth interviews could have provided more detailed insights. External factors like social desirability bias and survey fatigue may have affected result accuracy. Future research could involve a more diverse participant pool, longitudinal methods, and a broader demographic analysis. This study's value lies in its potential to guide targeted improvements, ensuring future Sportsfests better align with participant needs and institutional goals. By addressing gaps in existing research, particularly in linking satisfaction with goal achievement, it contributes to the broader discourse on sports event management and its role in fostering community engagement and inclusivity.
Optimizing Administrative Professionalism: A Strategic Approach to Elevate Clientele Satisfaction in Service-Oriented Environments Mary Rose Montano; Aveto M. Dasal; Jr., Renante A. Artificio; Anna Rhea C. Opeña; Meljhon G. Mosca
People and Behavior Analysis Vol. 2 No. 2 (2024): May - September Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/pba.v2i2.2673

Abstract

Professionalism is crucial in shaping client experience in organizations, yet many organizations lack strategies to enhance staff conduct, leading to inconsistent service, communication gaps, and inadequate training.  Essential qualities such as competence, courtesy, honesty, integrity, and specialized knowledge significantly impact client interactions, complaint resolution, and organizational image. This study, conducted at the City College of Calamba, Philippines, surveyed 1,126 students to assess their perceptions of professionalism among administrative personnel providing student services and evaluate customer satisfaction.   Using a descriptive correlational approach with stratified random sampling and simple statistical treatment such as mean and Goodman and Kruskal's Gamma Correlation, the study established a correlation between staff professionalism and satisfaction, proposing a development program based on its findings. The survey found high levels of professionalism and customer satisfaction, recognized staff strengths in professional communication and accountability, and indicated areas for growth in problem-solving. The significant relationships between job performance, service delivery, ethics, and satisfaction highlight professionalism’s impact on consumer perspectives. The novelty of this study lies in its focus on the correlation between professionalism and satisfaction within an educational setting, offering insights for targeted development programs. Limitations include a small sample size, which may affect generalizability, reliance on self-reported data, cross-sectional design, and a focus on one institution, which may overlook broader contextual nuances.
Teamwork, Resilience, and Leadership: The Contribution of Sports to the Holistic Formation of Future-Ready Graduates Mary Rose Montano; Aveto M Dasal Jr; Simplicio P Alba; Ronald A Gonzales; Anna Rhea C Opeña; Meljhon G Mosca
Advanced Qualitative Research Vol. 4 No. 1 (2026): Advanced Qualitative Research
Publisher : RSF Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/aqr.v4i1.3960

Abstract

The role of sports in higher education extends beyond physical development, fostering essential life skills such as teamwork, resilience, and leadership. This research explores how athletic participation at the City College of Calamba (CCC) contributes to the holistic formation of future-ready graduates. Despite anecdotal evidence supporting the transformative impact of sports, there is limited empirical research on how these experiences shape long-term professional and personal development, particularly in the local context. This research aims to examine the influence of athletic involvement on the personal and professional growth of graduates, focusing on the development of teamwork, resilience, and leadership. It seeks to address gaps in understanding how sports participation equips students with skills that transcend the playing field, aligning with CCC’s mission to produce globally competitive and socially responsible professionals. A qualitative case study design was employed, analyzing responses from 20 alumni (2020–2024) who were student-athletes. Data were collected via Google Forms using open-ended questions, and thematic analysis was conducted following Braun and Clarke’s framework. The study explored themes related to discipline, leadership, resilience, and career readiness, grounded in the participants’ lived experiences. The findings reveal that athletic participation significantly enhances character formation, time management, and emotional resilience. Key themes include the transfer of teamwork skills to professional settings, the development of leadership through shared responsibilities, and the ability to overcome adversity. Graduates reported applying these competencies in education, public service, business management, and technical fields. The study also highlights the need for structured support systems to balance academic and athletic demands. This research contributes to institutional knowledge by demonstrating the long-term benefits of sports participation in higher education. It offers actionable insights for enhancing CCC’s athletic programs, emphasizing leadership development, mental health support, and alumni engagement. The study underscores the value of sports as a co-curricular platform for holistic student formation, aligning with global educational goals. The research limitations include a small, purposive sample and reliance on self-reported data, which may introduce bias. The absence of non-athlete comparisons and the retrospective nature of responses also constrain generalizability. Future study could employ mixed methods and longitudinal designs to validate findings.
From Celebration to Continuous Improvement: A Mixed-Methods Strategic Event Management Framework Mary Rose Montano; Ronald A Gonzales; Anna Rhea C Opeña; Aveto M Dasal Jr; Jeanne Mae L Ilao; Armando A Salenga Jr; Francis Eduard T Malitig; Lyka B Rodelas; Michael S Navarro; Meljhon G Mosca
International Journal of Management, Entrepreneurship, Social Science and Humanities Vol. 9 No. 2 (2026): January - June Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijmesh.v10i1.4141

Abstract

School events play a vital role in strengthening institutional identity, stakeholder engagement, and the overall educational experience. However, many higher education institutions lack systematic, evidence-based approaches for evaluating these events and translating feedback into sustained improvement. This study evaluates a school graduation ceremony at the City College of Calamba to inform strategic and data-driven institutional event management practices. Using a convergent parallel mixed-methods evaluative approach, the study collected data from 274 stakeholders through a structured survey and open-ended responses to assess satisfaction across key dimensions of event planning and execution. Overall satisfaction levels were high, with mean scores ranging from 3.44 to 3.64 on a four-point Likert scale, indicating generally positive stakeholder perceptions. Technical and production quality received the highest rating (M = 3.64), while registration and rehearsal processes received the lowest (M = 3.44), highlighting specific areas for managerial improvement. No statistically significant differences in satisfaction were found across age, role, or department (p > 0.05), suggesting consistent event experiences across stakeholder groups. Based on these findings, the study proposes a Strategic Event Management Framework and corresponding Action Plan that translates evaluation results into concrete institutional management strategies. By reframing school events from isolated celebrations into strategically managed organizational activities, the framework supports continuous improvement, quality assurance, and institutional accountability. The study contributes to educational and institutional management literature by demonstrating how quantitative satisfaction indicators and qualitative feedback can be integrated to guide evidence-based decision-making in higher education event management.
Strengthening Academic Libraries: Quality Assurance Planning and Development Office’s Role in Digital Resilience and Risk Management Mary Rose Montano; Ronald A Gonzales; Simplicio P Alba; Anna Rhea C Opeña; Marilyn R Garma; Armando A Salenga Jr; Francis Eduard T Malitig; Lyka B Rodelas; Michael S Navarro
Journal of Governance Risk Management Compliance and Sustainability Vol. 6 No. 1 (2026): April Volume
Publisher : Center for Risk Management & Sustainability and RSF Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/jgrcs.v6i1.4119

Abstract

Libraries increasingly face complex risks threatening both physical and digital collections; however, empirical qualitative evidence on how institutional risk governance structures operationalize digital resilience remains limited. This qualitative case study examines the risk preparedness of 20 academic libraries within a bounded higher education governance context through open-ended questionnaires and policy document review. Findings indicate that while basic physical safeguards and manual digital backups are widely practiced, libraries lack formalized disaster recovery frameworks, cybersecurity protocols, and governance-aligned digital risk strategies.  Crucially, the Quality Assurance, Planning, and Development Office (QAPDO) emerges not merely as a support unit but as a governance leverage point, capable of translating risk awareness into institutional obligation through policy alignment, strategic planning, accreditation-linked monitoring, capacity building, and resource mobilization. The study advances institutional resilience scholarship by reframing digital resilience from a technical or library-specific concern into an institutional governance capacity, demonstrating how QAPDO can re-couple fragmented library practices with central quality assurance systems. The study proposes a governance-centered conceptual framework that positions QAPDO as the mediating mechanism between institutional risk environments and sustainable digital resilience outcomes, offering a replicable model for embedding resilience into higher education library governance.
Exploring How RIZAL Graduate Attributes Shape Future-Ready Graduates in a Philippine Local College Mary Rose Montano; Simplicio P. Alba; Ronald A. Gonzales; Gerby R. Muya; Anna Rhea C. Opeña
Advanced Qualitative Research Vol. 4 No. 2 (2026): Advanced Qualitative Research
Publisher : RSF Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/aqr.v4i2.4193

Abstract

In an era of rapid technological and organizational change, higher education institutions are expected to produce graduates who are not only professionally competent but also ethically grounded and adaptable. Empirical evidence remains limited on how institution-specific, values-based graduate attributes translate into leadership effectiveness and career outcomes, particularly in local colleges in developing contexts. Addressing this gap, this study examines the impact of the RIZAL graduate attributes, Resilient, Integrity-Driven, Zealous, Adaptable, and Lifelong Learner, on alumni serving in managerial roles at the City College of Calamba. A qualitative case study design was employed, using open-ended survey responses from 24 alumni in middle management positions. Data were analyzed through thematic analysis following Braun and Clarke (2006) to identify patterns in the professional application of these attributes. The results show that resilience, integrity, and adaptability are the most important traits for managers to have. These qualities help leaders address problems, keep their morals high, and adapt to changes in the organization. Zeal and lifelong learning sustain motivation and continuous professional development, though participants reported challenges such as burnout, value conflicts, and time constraints. Theoretically, the study contributes to the literature on graduate attributes by providing empirical support for values-based frameworks as predictors of leadership capability and career sustainability. Practically, it offers evidence-based recommendations for curriculum enhancement, emphasizing experiential learning, ethical leadership formation, industry engagement, and structured leadership development programs. Overall, the findings demonstrate strong alignment between the RIZAL attributes and contemporary industry demands, underscoring the role of values-driven education in preparing future-ready professionals.
Institutional Best Practices at City College of Calamba: A Qualitative Single-Case Study for Framework Development Mary Rose Montano
International Journal of Management, Entrepreneurship, Social Science and Humanities Vol. 10 No. 1 (2026): July - December Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijmesh.v10i1.4598

Abstract

Higher education institutions (HEIs) increasingly demonstrate institutional excellence through effective governance, quality assurance, innovation, and stakeholder-centered service. However, limited research has examined how governance, administrative, and academic practices operate as an integrated institutional system within Philippine Local Universities and Colleges (LUCs) from a Public Administration perspective. This study aimed to identify, document, and analyze the institutional best practices of the City College of Calamba (CCC), examine how these practices reflect selected Public Administration perspectives, and develop a theory-informed Best Practices Framework. Using a qualitative single-case study design, the study analyzed 916 institutional documents covering 2023–2025 and used non-participant observation as contextual corroboration of documented practices and processes. Data were analyzed through document analysis, thematic analysis, and theory-based pattern matching. Practices were assessed using documented indicators of effectiveness, innovativeness, sustainability, and replicability. The findings show three interconnected domains: governance, administrative systems, and academic excellence. These practices were documented alongside institutional patterns involving accountability, quality management, stakeholder-centered service, innovation, organizational learning, and continuous improvement. The practices also reflected complementary principles of Good Governance Theory, New Public Management, Total Quality Management, Institutional Theory, and Learning Organization Theory. The study contributes a contextual, practice-based framework that connects institutional evidence, governance, administrative systems, academic practices, documented outcomes, enabling conditions, and continuous improvement. Because the evidence is drawn from a single institutional case, the framework is presented as a conceptual model for interpretation and adaptation rather than as a causally validated model.
Co-Authors Anna Rhea C Opeña Anna Rhea C. Opeña Anna Rhea C. Opeña Anna Rhea Opeña Armando A Salenga Jr Armando A. Salenga Jr. Aveto Dasal Jr. Aveto M Dasal Jr Aveto M. Dasal Francis Eduard T Malitig Gerby R. Muya Jeanne Mae L Ilao Jr., Renante A. Artificio Lyka B Rodelas Maria Mylin S Miranda Maria Mylin S. Miranda Marilyn R Garma Meljhon G Mosca Meljhon G. Mosca Meljhon Mosca Michael S Navarro Michael S Navarro Renante A Artificio Renante Artificio Ronald A Gonzales Ronald A. Gonzales Simplicio P Alba Simplicio P. Alba