Satisfactory Rate of the Services Given to the Cosmetology Students: Bases for Proposed Techvoc Enhancement Program

Abstract

INTRODUCTION

It's not enough to make customers happy with each individual interaction. The most recent customer experience survey found that effective customer journeys are more important: measuring satisfaction that measuring happiness for each individual interaction (Pulido, et al, 2014). The Glan Padidu National High School, Glan, Sarangani Province is a K to 12 ready institution which offers Technical Vocational track courses like: Aquaculture, Agriculture, SMAW and Cosmetology. The cosmetology students give services to different people in order to know how competent they are. This study is intended to determine the satisfactory rate of their clients to improve the services they give. In addition, it is important to inform customers that their opinions matters, and that their responses will investigate change within the organization.

METHODS

The study used qualitative research method wherein qualitative data were collected primarily through surveys and interviews. The respondents of the study were the people who have received the services of Grade 11 Cosmetology students, specifically 19 teachers, and 13 learners of Glan Padidu National High School. Slovin's Formula was used to determine the number of respondents to be included in the study. The researchers used guide questionnaires to gather the data needed through surveys and interviews.

RESULTS

The result of the study shows that out of 32 respondents, 27of them satisfied with the services provided by Grade Cosmetology students. Quoted from the interview, one of the respondents said, "Just almost satisfied because during the cutting of my hair, they were just professionals and they performed my chosen hair cut style''. In terms of the speed of response of the operators to their clients, half of them answered they were satisfied. Additionally, most of them was very satisfied in the attitudes of the operators but there were 16 respondents who answered not satisfied. The most common reason why they were just not satisfied to the services provided to them because of lacking of materials, equipment or tools, and no self-confidence during the performing of services. One client said, "Their work was nice. But I think it will be better if they have complete materials and equipment because they were very noisy borrowing things with each other. It can affect their work”. Also quoted from the interview, the client said, "They performed the services too long. They performed with self-doubting”.

DISCUSSIONS

Customer service evolves into customer experience (Leung, 2014). Thus, customer satisfaction ratings can have powerful effects especially to the performance of the cosmetology services. The research in this study showed that the lack of equipment and student confidence in performing cosmetology services hinder the customer satisfaction. Based on that, the administrators and Techvoc teacher must supports their learner's career exploration, career interest, and resources necessary to assist them reaching their goals. Finally, The Techvoc Enhancement Program must be crafted and implemented.