Level of Satisfaction on Student-Related Services Amid the Pandemic: A Culturally Responsive Assessment at Marinduque State University

Hilarion Elegado; Ysabelle Deligero; Arnel Lantita

doi:10.63931/ijchr.v7iSI2.223

Authors

Hilarion Elegado Marinduque State University https://orcid.org/0009-0001-5361-1513
Ysabelle Deligero Marinduque State University
Arnel Lantita Marinduque State University

DOI:

https://doi.org/10.63931/ijchr.v7iSI2.223

Keywords:

challenges, COVID-19 Pandemic, interventions, satisfaction

Abstract

The COVID-19 pandemic forced the temporary closure of colleges and universities, drastically altering the traditional educational experience. Students had to adapt to the new normal of remote learning, often without access to the familiar, campus-based support systems that are crucial to their academic and emotional well-being. This study aimed to assess the level of satisfaction with student-related services during the pandemic at Marinduque State University (formerly Marinduque State College). Employing a mixed-methods approach, the research used both quantitative and qualitative designs to evaluate how the Office of Student Affairs and Services (OSAS) delivered support during the crisis, how satisfied students were with these services, and what interventions were implemented to address students’ needs. The findings, derived from survey questionnaires and guided interviews, indicated that students were generally highly satisfied with the availability and responsiveness of student-related services. Cultural values rooted in kapwa (shared identity) and bayanihan (communal unity) were evident in the ways MSU staff supported students. For instance, interventions included donating pocket Wi-Fi for students with connectivity issues and initiating phone or video calls to check on their emotional and physical well-being. Interviews with school nurses and the guidance counselor revealed their commitment to maintaining close, culturally responsive communication with students. However, challenges such as slow internet connections and difficulty addressing students’ mental health needs were reported. To address these, school personnel engaged in continuous learning through webinars to strengthen their capacity to provide culturally sensitive guidance and support.

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