ASSESSING THE STUDENT SERVICES OF ACCOUNTING DEPARTMENT AT BESTLINK COLLEGE OF THE PHILIPPINES: BASIS FOR STRATEGIC IMPROVEMENT

Abstract

This study examined the challenges faced by the accounting department of Bestlink College of the Philippines (BCP) as a basis for strategic improvements. Guided by General Systems Theory (Bertalanffy et al., 2021), it focused on issues related to Balance Inquiry Services (BIS), the Management Information System (MIS), and the Student Management System (SMS)—all of which play essential roles in the institution’s financial operations. This study utilized a descriptive quantitative research design, involving 349 BSBA students selected through stratified sampling from the Financial Management, Human Resource Management, and Marketing Management programs. Data were gathered using a researcher-constructed survey questionnaire and analyzed using statistical tools such as frequency, percentage, weighted mean, F-test, Kruskal-Wallis H-test, and Mann-Whitney U-test. The findings indicated that students generally rated the accounting services as moderately satisfactory, with mean scores ranging from 2.69 to 2.71. However, notable concerns emerged regarding slow response times, outdated information, and limited technical support. Among the three service areas, the Balance Inquiry Services (BIS) received the highest satisfaction for balance accuracy but was criticized for its lack of clarity and speed. The Management Information System (MIS) was viewed as reliable, though it required more timely updates and improved accessibility to staff. The Student Management System (SMS) demonstrated accuracy in transaction records but was hindered by slow service and insufficient technical assistance. Statistical analysis revealed no significant differences in satisfaction levels across the three service areas (p > 0.05), indicating common challenges. Conversely, the frequency of complaints varied significantly (p < 0.05), suggesting that some departments experience recurring issues more frequently. Major concerns included long queues, ineffective staff communication, and delayed posting of payment updates. A strategic improvement plan was proposed, recommending the establishment of a centralized BIS portal, automation of MIS processes, and integration of real-time support and digital payment options into the SMS. These enhancements aim to improve operational efficiency, elevate student satisfaction, and support data-driven administrative decisions. The study concludes that while the accounting services are generally functional, targeted system upgrades and policy reforms are needed to address evolving institutional and student demands. Key recommendations include implementing unified system interventions, enhancing staff training, addressing workload disparities, and improving system responsiveness for holistic and sustainable improvement.