IJARP
SJIF(2020): 5.702

International Journal of Advanced Research and Publications

High Quality Publications & World Wide Indexing!

Service Quality Of Batstateu-CABEIHM

Volume 2 - Issue 11, November 2018 Edition
[Download Full Paper]

Author(s)
Nickie Boy A. Manalo
Keywords
SERVQUAL: tangibility, reliability, responsiveness, assurance and empathy
Abstract
The study was conducted at the College of Accountancy, Business Economics and International Hospitality Management in 2nd semester of the Academic Year 2015 -2016 to identify and determine the satisfaction of the students in the services provided by the employees, student-council, teaching personnel and to other tangible and intangible composition of CABEIHM. One hundred (100) set of sample were chosen randomly based on the list provided by the College for all year level of International Hospitality Management department. The study described the satisfaction of the respondents by means of SERVQUAL Model with its five (5) dimensions such as tangibility, reliability, responsiveness, assurance and empathy. To accomplish the purpose/objectives of the study, statistical tools such as frequency, percentage, mean and ANOVA were properly utilized. The study revealed that one hundred percent (100%) of the respondents agreed that they are satisfied with the services rendered and provided by the College. Also, it was clearly reflected on the findings that there is no significant difference in the satisfaction of the respondents on the service quality offered by CABEIHM when they are grouped according to age, sex and civil status. However, the study found out that there is significant difference on the response of the respondents when they are grouped according to their year level specifically to tangibility and daily allowance pertaining to empathy. The results of suggested analyses show that service quality is an ongoing factor of differentiation strategy.
References
[1]. Anable, J. (2005). 'Complacent car addicts' or 'aspiring environmentalist'? Identifying travel behavior segments using attitude theory. Transport Policy, 12 (1), 65-78.

[2]. Fornell, C. 1992. A national customer satisfaction barometer: The Swedish

[3]. Goodwin, P. (1996). Simple Arithmatic. Transport Policy, 3 , 79-80.

[4]. Hill N., G. Brierley, and R. MacDougall. 2003. How to Measure Customer Satisfaction. Gower Publishing, Hampshire.

[5]. Holloway, I. & Wheeler, S. 2002. Qualitative research in nursing. 2nd edition. Oxford: Bleckwell publishing company.

[6]. Iseki, H., and B.D. Taylor. 2008. Style versus service? An analysis of user perceptions of transit stops and stations in Los Angeles. 87th Annual Meeting of the TRB, Washington, D.C., January 13-17.

[7]. Marcucci, E., and V. Gatta. 2007. Quality and public transport service contracts. European Transport 36: 92-106.

[8]. Statistics South Africa, 2004. Mid-year population estimates. Statistical release PO 302.Stats SA Library

[9]. Zethalm, V.A. Bitner,. M.J. &Gremier,. D.D. (2006) Services Marketing, Integrating Customer Focus Across the Firm (4thed.pp)