STUDENT ASSISTANTS: THEIR PERCEIVED EFFECTIVENESS
IN RENDERING SERVICE AT THE SELECTED OFFICES
OF HOLY CROSS OF DAVAO COLLEGE
________________
A Research Paper Presented to
The Faculty of the Education Department
Holy Cross of Davao College
________________
In Partial Fulfillment of the Requirements
Introduction to Educational Research
________________
by
Albasin, Maria Theresa G.
Cuesta, Vanessa B.
Gravillo, Flora Mae P.
Lumanas Joan Mae N.
Saraum, Mark Anthony
Approval Sheet
This research entitled Student Assistants: Their Perceived
Effectiveness in Rendering Service at the Selected Offices of Holy
Cross of Davao College submitted by Maria Theresa Albasin, Vanessa
Cuesta, Flora Mae Gravillo, Joan Mae Lumanas, Mark Saraum in
partial fulfillment of the requirements for the subject Education 7
(Introduction to Educational Research) has been examined and
recommended for acceptance and approval.
Dr. Oscar Cervales Dr. Thelma O. Alderite Dr. Bernardita
Aberion
Panelist Panelist/ Instructress Panelist
i
Acknowledgment
Any project like this is always a team effort. There is no way
the researchers could pay back the many people who have actually
encouraged and assisted the researchers in their continuing quest
to make meetings more effective. In doing so, the researchers would
like to extend their most profound thanks to the people who helped
them craft this research paper.
The researchers are grateful to the department heads of Library,
Guidance Office and Internet Laboratory for allowing them to
disseminate the questionnaire.
To the respondents for honestly answering the questions.
To the continuing assistance of friends and colleagues for the
typesetting of this paper as well as the support given to them.
The researchers are especially indebted to Dr. Thelma O.
Alderite for the painstaking effort of checking this paper.
To God, Almighty for the talents, ideas and wisdom bestowed upon
them in the formulation of this paper.
Finally, the researchers would like to dedicate this research
paper to their families for their continuing support and
encouragement for the writing efforts.
The Researchers
ii
Abstract
This study wanted to find out the perceived effectiveness of the
student assistants assigned at the selected offices in rendering
service at Holy Cross of Davao College. Specifically, the
researchers sought answers as to the perceived level of performance
on the job possessed by the student assistants assigned at the
selected offices of holy Cross of Davao College, their relationship
with co-workers and clientles, their perceived level of
satisfaction with their job, their extent coping with stress and
the overall level of effectiveness of student assistants service.
The study was made within the duration of the summer class 2006. It
used the descriptive method of research. The respondent of the
study were 37 student assistants from the selected offices namely,
the guidance office, internet laboratory and library. This made use
of the questionnaires formulated by the researchers and validated
by some faculty members. Copies of the questionnaires were given to
the respondents who answered the questionnaire during their vacant
period. The data were tallied, tabulated and analyzed. For the
treatment of the data, the weighted mean was used findings showed
that the respondents very often performed their tasks
systematically and orderly. The student assistants from the library
have the higher level of performance on their job than those other
assigned in other offices. They often maintained a good
relationship with their co-workers and clienteles. They also often
felt satisfied with their job and often had the high extent in
coping with stress in their work. The researchers recommended that
the student assistants should be responsible in every accounts of
their job. They should also inculcate in mind that rendering
service is giving until it satisfies the necessity. Effective
service is achieved if it is done not by deed, but by heart.
iii
List of Tables
Table Page
1 Performance on Job.16
2 Relationship with Co Workers.17
3 Relationship with clienteles.19
4 Job Satisfaction.20
5 Ability to cope with Stress.21
6 Overall level of respondents' service22
iv
List of Figures
FigurePage
1Theoretical/Conceptual Framework 7
v
Table of Contents
Acknowledgment i
Abstract ii
List of Tables iii
List of Figures iv
Chapter
1The Problem and a Review of Related Literature1
Introduction1 Review of Related Literature2
Theoretical/ Conceptual Framework5
Statement of the Problem6
Significance of the Study7
Scope and Delimitation8
Definition of Terms8
2Method10
Research Design10
Participants10
Instrument11
Data Gathering12
Data Analysis13
vi
3 Results and Discussion 16
4 Summary, Conclusion and Recommendation24
Summary24
Conclusion25
Recommendations25
References28
Appendices30
Curriculum Vitae36
CHAPTER 1
The Problem and a Review of Related Literature
Performance is the act of functional effectiveness, a formal
exhibition of one's path in various themes. It is the
accomplishment or achievement of action or deed through
demonstration that shows functioning effectively. In relation to
this, people in service must be consistent in rendering quality
service since they are accountable to the clientle they serve.
Working students also known as Student Assistant are not exempted
on providing quality service to their clientle even though they are
working and studying at the same time.
Many parents can hardly afford to send their children to school.
Thus, with help of the Student Assistance Program, many students
can avail the opportunities that it serve globally. These students
are financed by the school to pursue their studies in a condition
that they render service in the institution.
The country today is facing an economic crises that increases
poverty in this land. Thus, many Filipino who graduated from high
school cannot go to college. With regard to this, Colleges and
Universities in the Philippines offer privileges for these students
such as being a working scholar.
The City Government of Davao implemented such scholarship. It
embraces those students who deserve to be sent to school, but could
hardly be sent due to financial crises. The unique function of a
student assistant is to assist the clientle in the guidance and
assistance of their needs. Indeed, the said scholarship has
contributed much to the fulfillment of the dreams of the many
Davaoeno students.
Holy Cross of Davao College is Filipino, Catholic, Archdiocesan
educational institution. Its mission is to inform well - integrated
persons by providing Catholic Education to all, especially to the
less fortunate. In consonance with the vision and mission of the
Holy Cross of Davao College, the SASP(Student Assistant Scholarship
Program) is committed to help in the education of the poor and
deserving students. It aims at the total development of its members
and to assist the Holy Cross of Davao College employees in all
offices in the disposal of their responsibilities towards the
efficient and effective operation of the institution.
They enjoy the following benefits and privileges:
Free registration and tuition fee for 18 units of academic
subjects and 3 units of religious education and 2 units of PE per
semester: 9 units per summer session: and
Monthly monetary allowance for minimum work of seven (7) hours
daily Monday to Friday and four (4) hours of Saturday.
In connection to this, the researchers strove to determine the
effectiveness of the student assistants of Holy Cross of Davao
College in rendering service to their fellow students, to the
faculty members as well as to the administrators of the school.
Moreover, this research is envisioned to shed light regarding
the help or assistance given to the students, teachers and
administrators in the school community.
Review of Related Literature
Job competence is essential to the qualitative, efficient,
skillful working practice. According to Young(2000), the amount of
knowledge that workers must use and the
3
continuing rapid growth of this knowledge prevent them from
being effective workers if they attempt to function with only the
information acquired in school or outlined in books. She added that
when unexpected situation arise, critical thinking and competence
enables the worker to recognize important cues, respond, quickly,
and adapt interventions to meet specific, client needs.
Alexander (1992), explains that competency on job performance is
the result of knowledge and working experience. The competence
required to interpret departmental instructions and makes complex
decision is the basis for the advancement of working practice and
the development of the said exposure, to deliver effective service
, the worker should be able to make relevant observations,
recognize client's problems and develop appropriate plans to
address those problems. These activities
are continuously developed during departmental working exposures
of the people involved in the service.
According to Abdillah et.al (1996), attitudes are consistent
ways of perceiving feeling or thinking about or behaving toward the
client. Mckeehan (1990), concluded that attitudes are internal
process that somehow guide or direct our behaviors. Positive
attitudes of workers should be shown to the clients and so to gain
the confidence of the clients.
Establishing rapport facilities a vital working role. Arnold
(1990) stated that the effective communication in an essential
element of an optimal worker- client relationship. In rendering
service, communication is a dynamic process used to gather
assessment, data, to teach and persuade and to express caring and
comfort.
Most workers experiences stress in their work environments.
Stressors can consist of
4
workloads, institutional policies, conflict with co-workers
client characteristics. Reaction to a job- related stressor can
depend on the worker's personality, health situations, previous
experiences with stress and coping mechanisms. Job stress
frequently results in a condition called burnout, which is
characterized by a decreased concern for the people with whom one
is working the job or profession no longer has positive rewards and
the client may experiences anger or apathy. Workers are at risk for
job stress burnout and benefit from using the same stress
management techniques they teach clients. In the organizational and
work role competency domain of practice, worker should identify
specific stressors at work and strive to eliminate them. It is also
helpful to gain social support from other co-worker in order to
maintain a caring attitude towards client.
Kashkoff (1993), stated that "Stress is an inside job", it is up
to the person as how much he will be affected by it. The way the
person responds to it depends on his developmental and
environmental heritage. Because every individual has his own unique
set of adaptive habits that have been selected and reinforced by
his life experiences. Studies informs us that the anticipation form
of coping by anticipating stressful situations leads to many
thoughts and feelings which themselves can be stress
reducing in cases of tests,interviews speeches or blind dates.
Human being have a tremendous potential for adapting not only
biologically over generations but psychologically within a
lifetime- even in a
short period of time if they decide they want to change.
Whereof Copp (2003), since workers witness pain and suffering,
they should also be ready to deal with these stress. She added that
in managing any stress problem should be in recognition. One must
learn not only to recognize the signs of stress but also to ask
for
5
help.
Another author, Owen (2002), states that the coping strategies
workers adapt to combat stress have also been studied extensively.
They can be defined as active of passive attempts to respond to a
situation of threat or reducing the emotional discomfort.
Davis (1992), concluded that working is devoted to the service
for people. Its goal is to promote and maintain quality service.
Workers then are involved in the process and on the concern with
instituting directive measures, monitoring the clients progress and
providing the assistance, guidance and support.
Nicholls (1997), studied the position and job satisfaction of
workers in the position, function and their satisfaction in the
social system of workers. She found out that dissatisfaction
appeared to be associated chiefly with social organizational
relationships rather than with the technical functional
relationships.
Goldstone (1999), studied assessed that the level of
satisfaction is expressed by the workers after 6 months of
employment. The data revealed that job satisfaction scores were
insignificantly predicted by the respondents job expectations and
the importance they placed on various components of the work
situations.
Theoretical/Conceptual Framework
Young (2000) stated that job competence is essential to
qualitative, efficient, skillful working practice. It emphasized
that for a person to provide quality of service, he should be
competent enough in performing one's tasks.
Sison (1991) asserted that good communication is important in
interrelationships
6
either with the employee's co-workers or with his superior. Good
communication leads to a harmonious relationship between the co
workers as well as to their superiors, which is of great help in
the proper disposal of their responsibilities towards the efficient
and effective operation of the institution.
Kozier (2004) states that to know that the effective service
outcome have been met, the person in service must listen
attentively to the clientele, observe cues and determine that the
service rendered was effective. The clienteles are the most
important person who benefits the service rendered by the worker.
Thus, their welfare should be considered first in the service
process.
Sison (1991) added that several research studies showed that
workers do not work harder just for the purpose of making more
money alone, but are motivated also by their desire for
accomplishment and success in their job. Dedication toward one's
job is an important element to achieve effective service. Money
should not be considered as a big factor in motivating the worker
to perform quality service. Rather, their desire for a successful
outcome in service is what matters most.
Maslach (2001) viewed that in the organizational and work role
competency domain of practice, worker should identify specific
stressors at work and strive to eliminate them. Stress is one
factor that contributes to the hindrance in performing one's job
efficiently. The worker should know the ways to eliminate and
prevent them to attain success in their work.
8
Statement of the Problem
This study is conducted to determine the perceived effectiveness
of the Student
Assistants in rendering service to the clientele in the selected
offices of Holy Cross of Davao College.
Specifically, the researchers sought answers to the following
questions:
What is the perceived level of performance on the job possessed
by the student assistants assigned in the selected offices of Holy
Cross of Davao College?
How do the student assistants maintain a mutual relationship
with co-worker?
How do the student assistants maintain relationship with the
clientele?
What is the perceived level of satisfaction of the student
assistants with their job?
What is level of abilities of student assistants in coping with
stress?
What is the overall level of effectiveness of student assistants
service?
Significance of the Study
Since the effectiveness in service is important to achieve goals
in different fields, it is imperative that factors related to the
effectiveness in service be properly studied. This effectiveness
must be met if those in rendering service aim to achieve these
goals.
The information gathered in this research will be useful to the
following:
The Holy Cross of Davao College Administration. The result will
develop the awareness in the performance of their personnel,
especially the employees toward their tasks. This study will also
specify recommendations to improve the quality service
9
rendered to the clientele. This is also one way to upgrade the
facilities to direct them better ways in rendering service to the
clients.
The Holy Cross of Davao College Student Assistants. This result
will help them develop skills in rendering effective service and
quality of service care.
The Clientele Holy Cross of Davao College. This study will
provide awareness of the benefits of effective and quality
assistance that will be rendered to them, such as efficiency,
adequacy, effectiveness, safety and with the use of critical
thinking in service.
The Researchers. This would serve as a basis in gaining more
knowledge in developing their whole being to the tasks given to
them. the criteria commonly practiced will serve as a reminder in
rendering effective qualitative service as a future mentors.
Scope and Delimitation
This research aimed to determine the perceived effectiveness of
the student assistants in rendering service at the selected offices
of Holy Cross of Davao College. The offices selected by the
researchers are the guidance office, internet laboratory and the
library. The questionnaire will be distributed to the student
assistants assigned at the aforementioned offices during the Summer
Classes of year 2006 of Holy Cross of Davao Institution.
Definition of Terms
Clientele. The person to whom the service is rendered.
10
Competence. The quality of a person in being capable of
performing effective job.
HCDC. Is a Filipino, Catholic, Archdiocesan educational
institution at Davao City.
Optimal. Most favorable condition desired.
Rapport. Sympathetic attitude toward the clienteles.
Stress. A system of forces producing tension or pressure.
Stressor. Factors causing stress.
Student Assistant. Poor and deserving students who avails the
Student Assistance Scholarship Program.
11
Chapter 2
Method
This chapter describes how the study was undertaken. It
discusses the main topics to be covered in this chapter namely the
research design, the number of participants, the instrument used,
the procedure in gathering data, and the analysis of the data
gathered.
Research Design
The researcher focused their research study on the work scholars
rendering service at the selected offices of HCDC, guidance,
internet laboratory and library. The descriptive method was used
and the students having their duty during summer 2006 were selected
as the respondents. This was to determine the perceived
effectiveness of the student assistants in rendering service at the
aforementioned offices of HCDC.
Participants
The study focused particularly to the 37 student assistants of
HCDC. They have decided to use the above respondents for the reason
that they are the group who are frequently given immediate tasks to
handle, as requirements in the departmental area which the
researchers thought could give reliable answers to their research
findings. The researchers oriented the respondents as to their role
in this research and were given ample
12
time to answer the questionnaire. This is done to ensure the
reliability of the data to be gathered. There are 37 Student
Assistants as the total number of respondents.
Instrument
The researchers used a questionnaire as their means of
collecting data, because it is simple wherein items are easily
constructed. Questionnaire can be easily distributed and less time
in consumed during data gathering. Answers are kept confidential
and data from closed ended items are easy to tabulate. The terms
are comprehensive and in direct manner to avoid confusion. The
respondents were asked to answer the said questionnaire by checking
the box of which would correspond to their most appropriate answer.
The questionnaire is composed of 22 items and it is divided into
five parts.
The first part of the questionnaire is about the performance on
the job of the student assistants and has 10 items. The second part
is about the relation of the student assistants toward their co
workers and has three items. The third part is about the relation
of the student assistants toward their clientele also has three
items. The fourth part is about the satisfaction of the student
assistants on their job which also contains three items and the
last part is about the ability of the student assistants in coping
with stress also has three items.
The five parts of the questionnaire have the same descriptive
interpretation and scale. The rating scale used in interpreting the
responses of the respondents are as follows:
13
ScaleVerbal Interpretation
5 Very Frequent
4 Frequent
3 Seldom
2 Very Seldom
1 Never
Data Gathering Procedures
Since this study was conducted at the different offices of the
Institution, there are many legal procedures needed that were
undertaken by the researchers.
First, the researchers approached the mentor as regards to the
problem identified. Before conducting the study, preparation of the
necessary requirements were made. The researchers wrote a letter of
permission to the selected department heads of Holy Cross of Davao
College to conduct the study at the respective offices. The
researchers then gathered related literature from various sources.
After the approval of the department heads, the validation of the
questionnaire was done. The researchers conducted the study by
orienting the respondents on the purpose of the study and by
informing them of their importance to the success of the study.
Then, they started retrieving the questionnaires and the tallying
of the data gathered was done also by the researchers. After the
tabulation and computation, the data was ready for presentation,
analysis and interpretation.
14
Data Analysis
The questionnaire is answerable by checking the box below the
scale based on their response. Upon getting all the data, the
researchers computed the weighted mean to determine the average of
the respondents regarding their effectiveness as student assistants
in rendering service at Holy Cross of Davao College. . Each item of
the questionnaire is based on a five point scale.
The formula in finding the weighted mean is:
fx
X = _________
N
Where
X = Weighted Mean
fx = Sum of the products of midpoints to frequency
N = Total number of respondents
The following scale was used for the analysis and interpretation
of the survey questionnaire:
Scale Range Verbal Interpretation
54.50 - 5.00 Very Frequent
4 3.50 - 4.49 Frequent
33.00 - 3.49 Seldom
15
22.50 - 2.99 Very Seldom
11.00 - 2.49Never
