Perception of Quality in a Philippine Private Academic Institution
The purpose of this research is to obtain information and measure the service quality experience in a Philippine Private Academic Institution. This study used quantitative descriptive research method utilizing individual level data through adapted research instrument from Pamatmat et. al. (2018) utilizing the Service Quality Dimension. Percentage, Mean Score, Frequency Distribution, T-test and ANOVA were used for data analysis. The study sought the participation of 290 parents from a private academic institution in North Metro Manila. Using snowball sampling method, the 290 parents’ respondents were derived using the Slovin’sformula based form the total student population of 1,061 admitted during school year 2018-2019 from the private institution. The Service Quality Experience Instrument was found to be highly reliable (38 items; α = .873).
The result highlights the five dimensions of service quality experience where Place of resident and civil status was significant with the five dimension of service quality. Sex was significant to responsiveness. Educational Attainment was significant to assurance. Monthly Income was significant to assurance, empathy, reliability, and responsiveness. Sex was significant to assurance, reliability and responsiveness.
Tangible scored lowest possibly due to the concern on parking space availability which might have impact the totality of the raw score for the tangible service quality dimension. Assurance scored the highest wherein the item that got the highest score was pertaining to the community involvement of the private academic institution.
Agyapong, G.K.Q. (2011). The effect of service quality on customer satisfaction in the utility industry: A case of Vodafone (Ghana). International Journal of Business and Management 6(5), 203–210. http://dx.doi.org/10.5539/ijbm.v6n5p203
Apostoleris (2010). Parents perceived quality of and satisfaction with early childhood programs: A study of Taiwanese parents who have a child enrolled in Kindergarten. Dissertation Abstracts International, 62(07), 2338. (UMI No. 3020489).
Asubonteng, P. (1996). A critical review of service quality,Vol.10. The Journal of service marketing, 6,p.62-81.
Bashir, M.S., Machali, M.M. &Mwinyi, A.M. (2012). The effect of service quality and government role on customer satisfaction: Empirical evidence of microfinance in Kenya. International Journal of Business and Social Science 3(14), 312–319.
Baumann, C., Burton, S., Elliot, G. &Kehr, H.M. (2007). Prediction of attitude and behavioral intentions in retail banking. International Journal of Bank Marketing 25(2), 102–116.
Beneke, J., Hayworth, C., Hobson, R. & Mia, Z. (2012) Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper. Acta Commercii 2012, 27–43.
Coetzee, J., Van Zyl, H. & Tait, M. (2013) Perceptions of service quality by clients and contact-personnel in the South African retail banking sector. Southern African Business Review 17(1), 1–22.
Eshghi, A. (2008). Service quality and customer satisfaction. An imperical investigation in India mobile Telecommunications services,Marketing management journal , Vol 18,number 2,p.119-144.
Homburg, C., Koschate, N. & Hoyer, W.D. (2005). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing 69, 84–96.
Kuo, Y-F., Wu, C-M. & Deng, W-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services’, Computers in Human Behavior 25(2009), 887–896.
RiadhLadhari, (2009) "A review of twenty years of SERVQUAL research", International Journal of Quality and Service Sciences, Vol. 1 Issue: 2, pp.172-198, https://doi.org/10.1108/17566690910971445
Lovelock, C. & Wirtz, J. (2011). Services marketing: People, technology, strategy, 7th edn., Pearson Education Limited, Essex.
Manurung and Wahyono (2018). Impact of Destination Image, Service Quality, and Location on Visitor Satisfaction through Visitor Decision on Global Waterboom in Pati Central Java. [online] Knepublishing.com. Available at: https://knepublishing.com/index.php/Kne-Social/article/download/3202/6784 [Accessed 29 Feb. 2019].
Mokhlis, S. (2012). The Influence of Service Quality on Satisfaction: A Gender Comparison. Public Administration Research, 1(1).
Olorunniwo, F., Hsu, M.K. & Udo, G.J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing 20(1), 59–72.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and its implication. Journal of Marketing , Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986). SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality. Report No. 86-108, Marketing Science Institute, Cambridge, MA.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing , Vol. 64, No. 1, pp. 12- 40.
Shahin, Arash. (2006). SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services.
Tam, J.L.M. (2004) Customer satisfaction, service quality and perceived value: An integrative model. Journal of Marketing Management 20(7–8), 897–917.
Thaichon, P., Lobo, A. &Mitsis, A. (2014) An empirical model of home internet services quality in Thailand. Asia Pacific Journal of Marketing and Logistics 26(2), 190–210. http://dx.doi.org/10.1108/APJML-05-2013-0059
Wang, I.M. & Shieh, C.J. (2006) The relationship between service quality and customer satisfaction: The example of CJCU library. Journal of Information and Optimization Sciences 27(1), 193–209.
Zeithaml, V.A., Bitner, M.J. &Gremler, D.D. (2012) Service marketing: Integrating customer focus across the firm, 6th ed. McGraw-Hill Education, New York, N.Y.
Copyright (c) 2020 Sinergi : Jurnal Ilmiah Ilmu Manajemen
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.