Satisfaction Beyond First Impression: Institutional Trust and Service Quality in Admission Services

Admission services establish the primary point of interaction for potential students and the institutions. Its function is crucial since the office also represents the institution’s image, service perception, and student engagement toward quality service. Student knowledge of processes in higher education is somewhat limited; the quality of service that the admission provides can significantly influence the student applicant’s satisfaction with regard to its processes, responsiveness, and support. This study investigated the relationship between institutional trust, service quality, and service satisfaction in admission services among freshmen students at Saint Francis of Assisi College – Las Piñas Campus. Using a descriptive-correlational design, data were collected from 240 respondents through validated survey instruments. Descriptive statistics and Pearson’s r correlation were employed for data analysis. Results revealed very high levels of institutional trust (M = 3.469), service quality across its five dimensions—reliability, empathy, assurance, tangibility, and responsiveness (M = 3.447)—and overall service satisfaction (M = 3.75). Despite these favorable evaluations, inferential findings indicated no statistically significant relationship between institutional trust and service satisfaction, nor between service quality dimensions and satisfaction (p > 0.05). These findings suggest that student satisfaction is not solely determined by perceived service quality or institutional trust but may also be influenced by external factors such as personal expectations and prior experiences. The study highlights the need for higher education institutions to adopt a more holistic and student-centered approach in enhancing admission services. Future research is recommended to explore additional determinants of satisfaction. It also recommends that the admission office should prioritize the standardization of service delivery, such as clear and uniform implementation of procedures and guidelines, staff training, and regular monitoring.