Customer-Centric Evaluation of Registrar Services at Perpetual Help College of Pangasinan: Designing an It-Based Enhancement Program

Abstract

This study evaluated the registrar services of Perpetual Help College of Pangasinan using a customer-centric approach and designed an IT-based enhancement program to improve service efficiency and user satisfaction. The study utilized descriptive and developmental research methods. Respondents included students, faculty members, staff, and IT experts who assessed the current registrar services, identified potential technological solutions, and evaluated the developed system. Data were gathered using structured questionnaires based on the SERVQUAL Model, Technology Acceptance Model (TAM), and ISO/IEC 25010:2023 software quality standards. Statistical tools such as weighted mean and paired sample t-test were employed in analyzing the data.