Service Quality Performance of the Work Scholars, University of Bohol

JANICE AURORA B. TIROL, JICA CESZARAINE O. PACATANG, BUENAVENTURADA D. LIBOT, FREDERICK B. NAMOC

Abstract


Service Quality simply means “service meets customer satisfaction.” It has a role in analyzing the difference between customer expectation and the company’s perception of service provided. The study aimed to determine the Service Quality Performance of the Work Scholars’ of the University of Bohol. It further aims to analyze their respective IQ and academic performance as predicator to service quality. Using a quantitative method approach with the aide of a standardized questionnaire on 22 Statement SERVQUAL Model, the study involved 131 working scholars from the University of Bohol. Results showed that the working scholars were excellent (Composite Mean = 3.58)on the service quality performance as assessed by themselves, while their direct heads rated them as very satisfactory (Composite Mean = 3.17). Also, the academic rating of the working scholar contributes to the level of service quality performance they deliver from their respective office assignment. Lastly, there was a slight difference of the perception between the working scholars and their direct heads.




DOI: http://dx.doi.org/10.1563/aubgsps.v3i1.43

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