IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v6y2022i1p23-45.html
   My bibliography  Save this article

Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design

Author

Listed:
  • Libh Anthony L. Limama

    (The University of Mindanao, Davao Del Norte, Philippines)

  • Fatma M. Idris

    (The University of Mindanao, Davao Del Norte, Philippines)

  • Roderick C. Rodriguez

    (The University of Mindanao, Davao Del Norte, Philippines)

  • Gladys B. Ave

    (The University of Mindanao, Davao Del Norte, Philippines)

  • Alberto N. Bandiola

    (The University of Mindanao, Davao Del Norte, Philippines)

Abstract

This study aimed to determine the Service Quality of an Educational Institution Office Employees and to propose a training design based on the findings of the study. Convenient sampling technique was used in identifying the 226 respondents. Non-experimental quantitative single-variable research design was used through SERVQUAL model. Google form questionnaires were used in collecting the data. Also, mean and ANOVA techniques were used for statistical tools. Results showed very high level of service quality of Pag-IBIG Fund office employees. Accordingly, the results on service quality such as tangibles, reliability, responsiveness, assurance, and empathy were on a very high level yet still need for further enhancement as recommended in the study. Moreover, there was significant difference in the service quality of an Educational Institution office employees when analyzed by office divisions in tangibles specifically

Suggested Citation

  • Libh Anthony L. Limama & Fatma M. Idris & Roderick C. Rodriguez & Gladys B. Ave & Alberto N. Bandiola, 2022. "Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(1), pages 23-45, January.
  • Handle: RePEc:bcp:journl:v:6:y:2022:i:1:p:23-45
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-6-issue-1/23-45.pdf
    Download Restriction: no

    File URL: https://www.rsisinternational.org/virtual-library/papers/service-quality-of-an-educational-institution-office-employees-basis-for-a-proposed-training-design/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. repec:phd:dpaper:dp_2013-28 is not listed on IDEAS
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. repec:phd:dpaper:dp_2013-28_(revised is not listed on IDEAS
    4. Surabhi Mittal & Sanjay Gandhi & Gaurav Tripathi, "undated". "Socio-Economic Impact of Mobile Phones on Indian Agriculture," Indian Council for Research on International Economic Relations, New Delhi Working Papers 246, Indian Council for Research on International Economic Relations, New Delhi, India.
    5. Amanda Beatson & Ian Lings & Siegfried Gudergan, 2008. "Employee behaviour and relationship quality: impact on customers," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 211-223, March.
    6. Raymond F. Zammuto & Susan M. Keaveney & Edward J. O'Connor, 1996. "Rethinking Student Services: Assessing and Improving Service Quality," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 7(1), pages 45-70, June.
    7. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
    8. Daing Maruak Sadek & Noor Saliza Zainal & Muhammad Saiful Islami Mohd Taher & Ahmad Fauzi Yahya & Mohd Rizaimy Shaharudin & Nazni Noordin & Zaherawati Zakaria & Kamaruzaman Jusoff, 2010. "Service Quality Perceptions between Cooperative and Islamic Banks of Britain," American Journal of Economics and Business Administration, Science Publications, vol. 2(1), pages 1-5, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Donthu, Naveen & Kumar, Satish & Pattnaik, Debidutta, 2020. "Forty-five years of Journal of Business Research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 1-14.
    2. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    3. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    4. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    5. Aimable Nsabimana & Patricia Funjika, 2019. "Mobile phone use, productivity and labour market in Tanzania," WIDER Working Paper Series wp-2019-71, World Institute for Development Economic Research (UNU-WIDER).
    6. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    7. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    8. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    9. Haggblade, Steven & Boughton, Duncan, 2013. "A Strategic Agricultural Sector and Food Security Diagnostic for Myanmar," Food Security International Development Working Papers 161372, Michigan State University, Department of Agricultural, Food, and Resource Economics.
    10. Edwards, Chase J. & Bendickson, Joshua S. & Baker, Brent L. & Solomon, Shelby J., 2020. "Entrepreneurship within the history of marketing," Journal of Business Research, Elsevier, vol. 108(C), pages 259-267.
    11. Suzana Markovic & Sanja Raspor & Jelena Komšic, 2012. "Service Quality Measurement in Croatian Wellness Tourism: An Application of the SERVQUAL Scale," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 5(1), pages 47-58.
    12. Yu, Yanan & He, Yong & Zhao, Xuan, 2021. "Impact of demand information sharing on organic farming adoption: An evolutionary game approach," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    13. Christine Zhenwei Qiang & Siou Chew Kuek & Andrew Dymond & Steve Esselaar, 2012. "Mobile Applications for Agriculture and Rural Development," World Bank Publications - Reports 21892, The World Bank Group.
    14. O'Malley, Lisa & Prothero, Andrea, 2004. "Beyond the frills of relationship marketing," Journal of Business Research, Elsevier, vol. 57(11), pages 1286-1294, November.
    15. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    16. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    17. Longinos Marín & Alicia Rubio & Salvador Ruiz de Maya, 2012. "Competitiveness as a Strategic Outcome of Corporate Social Responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 19(6), pages 364-376, November.
    18. Alexandra ZBUCHEA & Elena-Madalina VĂTĂMĂNESCU & Florina PÎNZARU, 2016. "M-commerce – Facts and Forecasts. A Comparative Analysis within a Triad Framework: India, Romania, and the United States," Management Dynamics in the Knowledge Economy, College of Management, National University of Political Studies and Public Administration, vol. 4(3), pages 387-408, September.
    19. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    20. Srinivasa, Aditya Korekallu & Praveen, K.V. & Subash, S.P. & Nithyashree, ML & Jha, Girish Kumar, 2021. "Does a Farmer’s Knowledge of Minimum Support Price (MSP) Affect the Farm-Gate Price? Evidence from India," 2021 Conference, August 17-31, 2021, Virtual 315205, International Association of Agricultural Economists.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:6:y:2022:i:1:p:23-45. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.