Article Per Year (5 Year)
p-Index From 2021 - 2026
0.817
P-Index
This Author published in this journals
All Journal Humanities, Society, and Community (HSC) People and Behavior Analysis (PBA) Advanced Qualitative Research (AQR)
Mary Rose Montano
City College of Calamba
Humanities Social Sciences

Published : 4 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 4 Documents
Search

 1 
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.
Co-Authors 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 Jr., Renante A. Artificio Maria Mylin S Miranda Maria Mylin S. Miranda Meljhon G Mosca Meljhon G. Mosca Meljhon Mosca Renante A Artificio Renante Artificio Ronald A Gonzales Ronald A. Gonzales Simplicio P Alba