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  • 1. 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
  • 2. Approval Sheet This research entitled “ Student Assistants: Their Perceived Effectiveness inRendering Service at the Selected Offices of Holy Cross of Davao College” submitted byMaria Theresa Albasin, Vanessa Cuesta, Flora Mae Gravillo, Joan Mae Lumanas, MarkSaraum in partial fulfillment of the requirements for the subject Education 7 (Introductionto Educational Research) has been examined and recommended for acceptance andapproval.Dr. Oscar Cervales Dr. Thelma O. Alderite Dr. BernarditaAberion Panelist Panelist/ Instructress Panelist i Acknowledgment
  • 3. Any project like this is always a team effort. There is no way the researchers couldpay back the many people who have actually encouraged and assisted the researchers intheir continuing quest to make meetings more effective. In doing so, the researcherswould like to extend their most profound thanks to the people who helped them craft thisresearch paper. The researchers are grateful to the department heads of Library, Guidance Office andInternet 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 paperas well as the support given to them. The researchers are especially indebted to Dr. Thelma O. Alderite for the painstakingeffort of checking this paper. To God, Almighty for the talents, ideas and wisdom bestowed upon them in theformulation of this paper. Finally, the researchers would like to dedicate this research paper to their families fortheir continuing support and encouragement for the writing efforts. The Researchers
  • 4. ii AbstractThis study wanted to find out the perceived effectiveness of the student assistantsassigned 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 onthe job possessed by the student assistants assigned at the selected offices of holy Crossof Davao College, their relationship with co-workers and clientèles, their perceived levelof satisfaction with their job, their extent coping with stress and the overall level ofeffectiveness of student assistants service. The study was made within the duration of thesummer class 2006. It used the descriptive method of research. The respondent of thestudy were 37 student assistants from the selected offices namely, the guidance office,internet laboratory and library. This made use of the questionnaires formulated by theresearchers and validated by some faculty members. Copies of the questionnaires weregiven to the respondents who answered the questionnaire during their vacant period. Thedata were tallied, tabulated and analyzed. For the treatment of the data, the weightedmean was used findings showed that the respondents very often performed their taskssystematically and orderly. The student assistants from the library have the higher levelof performance on their job than those other assigned in other offices. They oftenmaintained a good relationship with their co-workers and clienteles. They also often feltsatisfied 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 everyaccounts of their job. They should also inculcate in mind that rendering service is giving
  • 5. until it satisfies the necessity. Effective service is achieved if it is done not by deed, butby heart.
  • 6. iii List of TablesTable Page1 Performance on Job. 162 Relationship with Co – Workers. 173 Relationship with clienteles. 194 Job Satisfaction. 205 Ability to cope with Stress. 216 Overall level of respondents service 22
  • 7. iv List of FiguresFigure Page1 Theoretical/Conceptual Framework 7
  • 8. v Table of ContentsAcknowledgment iAbstract iiList of Tables iiiList of Figures ivChapter 1 The Problem and a Review of Related Literature 1 Introduction 1 Review of Related Literature 2 Theoretical/ Conceptual Framework 5 Statement of the Problem 6 Significance of the Study 7 Scope and Delimitation 8 Definition of Terms 8 2 Method 10 Research Design 10
  • 9. Participants 10 Instrument 11 Data Gathering 12 Data Analysis 13 vi3 Results and Discussion 164 Summary, Conclusion and Recommendation 24 Summary 24 Conclusion 25 Recommendations 25 References 28 Appendices 30 Curriculum Vitae 36 CHAPTER 1 The Problem and a Review of Related Literature
  • 10. Performance is the act of functional effectiveness, a formal exhibition of ones path invarious themes. It is the accomplishment or achievement of action or deed throughdemonstration that shows functioning effectively. In relation to this, people in servicemust be consistent in rendering quality service since they are accountable to the clientèlethey serve. Working students also known as Student Assistant are not exempted onproviding quality service to their clientèle even though they are working and studying atthe same time. Many parents can hardly afford to send their children to school. Thus, with help of theStudent Assistance Program, many students can avail the opportunities that it serveglobally. These students are financed by the school to pursue their studies in a conditionthat 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 regardto this, Colleges and Universities in the Philippines offer privileges for these studentssuch as being a working scholar. The City Government of Davao implemented such scholarship. It embraces thosestudents 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 clientèle in the guidance andassistance of their needs. Indeed, the said scholarship has contributed much to thefulfillment of the dreams of the many Davaoeno students. Holy Cross of Davao College is Filipino, Catholic, Archdiocesan educationalinstitution. Its mission is to inform well - integrated persons by providing Catholic
  • 11. Education to all, especially to the less fortunate. In consonance with the vision andmission of the Holy Cross of Davao College, the SASP(Student Assistant ScholarshipProgram) is committed to help in the education of the poor and deserving students. Itaims at the total development of its members and to assist the Holy Cross of DavaoCollege employees in all offices in the disposal of their responsibilities towards theefficient 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 thestudent assistants of Holy Cross of Davao College in rendering service to their fellowstudents, 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 assistancegiven 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
  • 12. continuing rapid growth of this knowledge prevent them from being effective workers ifthey attempt to function with only the information acquired in school or outlined inbooks. She added that when unexpected situation arise, critical thinking andcompetence enables the worker to recognize important cues, respond, quickly, andadapt interventions to meet specific, client needs. Alexander (1992), explains that competency on job performance is the result ofknowledge and working experience. The competence required to interpret departmentalinstructions and makes complex decision is the basis for the advancement of workingpractice and the development of the said exposure, to deliver effective service , theworker should be able to make relevant observations, recognize clients problems anddevelop appropriate plans to address those problems. These activitiesare continuously developed during departmental working exposures of the peopleinvolved in the service. According to Abdillah et.al (1996), attitudes are consistent ways of perceiving feelingor thinking about or behaving toward the client. Mckeehan (1990), concluded thatattitudes are internal process that somehow guide or direct our behaviors. Positiveattitudes of workers should be shown to the clients and so to gain the confidence of theclients. Establishing rapport facilities a vital working role. Arnold (1990) stated that theeffective 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
  • 13. 4workloads, institutional policies, conflict with co-workers client characteristics. Reactionto a job- related stressor can depend on the workers personality, health situations,previous experiences with stress and coping mechanisms. Job stress frequently results ina condition called burnout, which is characterized by a decreased concern for the peoplewith whom one is working the job or profession no longer has positive rewards and theclient may experiences anger or apathy. Workers are at risk for job stress burnout andbenefit from using the same stress management techniques they teach clients. In theorganizational and work role competency domain of practice, worker should identifyspecific stressors at work and strive to eliminate them. It is also helpful to gain socialsupport 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 howmuch he will be affected by it. The way the person responds to it depends on hisdevelopmental and environmental heritage. Because every individual has his own uniqueset 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 situationsleads to many thoughts and feelings which themselves can be stressreducing in cases of tests,interviews speeches or blind dates. Human being have atremendous potential for adapting not only biologically over generations butpsychologically within a lifetime- even in ashort period of time if they decide they want to change.
  • 14. Whereof Copp (2003), since workers witness pain and suffering, they should also beready to deal with these stress. She added that in managing any stress problem should bein recognition. One must learn not only to recognize the signs of stress but also to ask for 5help. Another author, Owen (2002), states that the coping strategies workers adapt tocombat stress have also been studied extensively. They can be defined as active ofpassive 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 isto promote and maintain quality service. Workers then are involved in the process and onthe concern with instituting directive measures, monitoring the clients progress andproviding 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 thatdissatisfaction appeared to be associated chiefly with social organizational relationshipsrather than with the technical functional relationships. Goldstone (1999), studied assessed that the level of satisfaction is expressed by theworkers after 6 months of employment. The data revealed that job satisfaction scoreswere insignificantly predicted by the respondents job expectations and the importancethey placed on various components of the work situations.
  • 15. Theoretical/Conceptual Framework Young (2000) stated that job competence is essential to qualitative, efficient, skillfulworking practice. It emphasized that for a person to provide quality of service, he shouldbe competent enough in performing ones tasks. Sison (1991) asserted that good communication is important in interrelationships 6either with the employees co-workers or with his superior. Good communication leads toa harmonious relationship between the co – workers as well as to their superiors, which isof great help in the proper disposal of their responsibilities towards the efficient andeffective 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 determinethat the service rendered was effective. The clienteles are the most important person whobenefits the service rendered by the worker. Thus, their welfare should be considered firstin the service process. Sison (1991) added that several research studies showed that workers do not workharder just for the purpose of making more money alone, but are motivated also by theirdesire for accomplishment and success in their job. Dedication toward ones job is animportant element to achieve effective service. Money should not be considered as a bigfactor in motivating the worker to perform quality service. Rather, their desire for asuccessful outcome in service is what matters most.
  • 16. Maslach (2001) viewed that in the organizational and work role competency domainof practice, worker should identify specific stressors at work and strive to eliminate them.Stress is one factor that contributes to the hindrance in performing ones job efficiently.The worker should know the ways to eliminate and prevent them to attain success in theirwork. 8 Statement of the Problem This study is conducted to determine the perceived effectiveness of the StudentAssistants in rendering service to the clientele in the selected offices of Holy Cross ofDavao College. Specifically, the researchers sought answers to the following questions: 1. 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? 2. How do the student assistants maintain a mutual relationship with co-worker? 3. How do the student assistants maintain relationship with the clientele? 4. What is the perceived level of satisfaction of the student assistants with their job? 5. What is level of abilities of student assistants in coping with stress? 6. What is the overall level of effectiveness of student assistants service? Significance of the Study
  • 17. Since the effectiveness in service is important to achieve goals in different fields, it isimperative that factors related to the effectiveness in service be properly studied. Thiseffectiveness 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 theawareness in the performance of their personnel, especially the employees toward theirtasks. This study will also specify recommendations to improve the quality service 9rendered to the clientele. This is also one way to upgrade the facilities to direct thembetter ways in rendering service to the clients. The Holy Cross of Davao College Student Assistants. This result will help themdevelop skills in rendering effective service and quality of service care. The Clientele Holy Cross of Davao College. This study will provide awareness of thebenefits of effective and quality assistance that will be rendered to them, such asefficiency, adequacy, effectiveness, safety and with the use of critical thinking in service. The Researchers. This would serve as a basis in gaining more knowledge indeveloping their whole being to the tasks given to them. the criteria commonly practicedwill serve as a reminder in rendering effective qualitative service as a future mentors. Scope and Delimitation
  • 18. This research aimed to determine the perceived effectiveness of the student assistantsin rendering service at the selected offices of Holy Cross of Davao College. The officesselected by the researchers are the guidance office, internet laboratory and the library.The questionnaire will be distributed to the student assistants assigned at theaforementioned offices during the Summer Classes of year 2006 of Holy Cross of DavaoInstitution. 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 AssistanceScholarship Program.
  • 19. 11 Chapter 2 Method This chapter describes how the study was undertaken. It discusses the main topics tobe covered in this chapter namely the research design, the number of participants, theinstrument 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 atthe selected offices of HCDC, guidance, internet laboratory and library. The descriptivemethod was used and the students having their duty during summer 2006 were selected asthe respondents. This was to determine the perceived effectiveness of the studentassistants in rendering service at the aforementioned offices of HCDC. Participants The study focused particularly to the 37 student assistants of HCDC. They havedecided to use the above respondents for the reason that they are the group who are
  • 20. frequently given immediate tasks to handle, as requirements in the departmental areawhich the researchers thought could give reliable answers to their research findings. Theresearchers oriented the respondents as to their role in this research and were given ample 12time to answer the questionnaire. This is done to ensure the reliability of the data to begathered. 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 issimple wherein items are easily constructed. Questionnaire can be easily distributed andless time in consumed during data gathering. Answers are kept confidential and data fromclosed ended items are easy to tabulate. The terms are comprehensive and in directmanner to avoid confusion. The respondents were asked to answer the said questionnaireby checking the box of which would correspond to their most appropriate answer. Thequestionnaire 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 thestudent assistants and has 10 items. The second part is about the relation of the studentassistants toward their co – workers and has three items. The third part is about therelation of the student assistants toward their clientele also has three items. The fourthpart is about the satisfaction of the student assistants on their job which also containsthree items and the last part is about the ability of the student assistants in coping withstress also has three items.
  • 21. The five parts of the questionnaire have the same descriptive interpretation andscale. The rating scale used in interpreting the responses of the respondents are asfollows: 13 Scale Verbal 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 aremany 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. Theresearchers wrote a letter of permission to the selected department heads of Holy Cross ofDavao College to conduct the study at the respective offices. The researchers thengathered related literature from various sources. After the approval of the departmentheads, the validation of the questionnaire was done. The researchers conducted the study
  • 22. by orienting the respondents on the purpose of the study and by informing them of theirimportance to the success of the study. Then, they started retrieving the questionnairesand the tallying of the data gathered was done also by the researchers. After thetabulation and computation, the data was ready for presentation, analysis andinterpretation. 14 Data Analysis The questionnaire is answerable by checking the box below the scale based on theirresponse. Upon getting all the data, the researchers computed the weighted mean todetermine the average of the respondents regarding their effectiveness as studentassistants in rendering service at Holy Cross of Davao College. . Each item of thequestionnaire is based on a five point scale. The formula in finding the weighted mean is: ∑fx _________ X = NWhere X = Weighted Mean ∑fx = Sum of the products of midpoints to frequency N = Total number of respondents
  • 23. The following scale was used for the analysis and interpretation of the surveyquestionnaire: Scale Range VerbalInterpretation 5 4.50 - 5.00 Very Frequent 4 3.50 - 4.49 Frequent 3 3.00 - 3.49 Seldom 15 2 2.50 - 2.99 Very Seldom 1 1.00 - 2.49 Never