Analysis of students' feedback on the cashiering department

Abstract

The study aimed to know the insights and experiences of the students from the Cashiering Department. Qualitative analysis was done using opinion mining methodology through word-cloud analysis on qualitative data which were culled-out from the lower portion of the feedback forms filled-out by the students for the Cashiering Office for three consecutive school years (SY 2013-2014 to SY 2015-2016). Three word-clouds were generated to reflect the positive and negative experiences as well as recommendations for improvement of the Cashiering Department of the University of Mindanao. Dominant words in each of the word-clouds were used in the identification of the sentiments of the students and open the opportunities for improvement of the office. With the gleaned results, the implication of customer satisfaction through quality service was for the Department to consider of seeking ideals from the students would be very much of help to deliver excellent service and continuous improvement. Keywords: customer satisfaction, students’ feedback, cashiering department, word cloud