Employees' business etiquette: one way to achieve customer service excellence in selected government agencies in Cavite / by Edgel C. Rollon and Cloudine L. Sango
Material type:
TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2017.Description: xii , 48 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 395.52 R52 2017
- College of Economics, Management, and Development Studies (CEMDS)
| Item type | Current library | Collection | Call number | Materials specified | Status | Notes | Date due | Barcode |
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Theses / Manuscripts
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Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 395.52 R52 2017 (Browse shelf(Opens below)) | Room use only | T-7012 | 00011802 |
Thesis (Bachelor of Science in Business Management Major in Human Resource Development Management) Cavite State University.
Includes bibliographical references.
College of Economics, Management, and Development Studies (CEMDS)
ROLLON, EDGEL C. and SANGO, CLOUDINE L., Employees Business Etiquette: One Way to Achieve Customer Service Excellence in Selected Government Agencies in Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Human Resource Development Management. Cavite State University, Indang, Cavite. April 2017. Adviser: Prof. Betsy Rose Fidel.
The study was conducted from August 2016 to April 2017 in selected government agencies in Cavite. This study generally aimed to determine the business etiquette of "to *.j employees in selected government agencies in Cavite. Specifically, the study aimed to: determine the demographic profile of the participants, the common areas clients usually visit in conducting business transaction, the government employees' business etiquette as perceived by the clients; determine the degree of excellence of which services are provided to the clients, as well as determine if there is a significant difference in the business etiquette of employees, if there is a significant relationship between business etiquette and service excellence, and suggest types of training methods to improve etiquette skills of employees in selected government agencies in Cavite. Descriptive correlation method of research was used in the study. Quota-stratified random sampling technique formula was used to determine the number of sample size. A total of 300 clients participated in the study. Data were obtained using a survey questionnaire. Frequency, mean, standard deviation, Kruskal Wallis and Spearman Rank Correlation analysis were used to analyze the data. Based on the demographic profile of the participants, majority of them belonged to the age bracket of 29 and below. Most of the participants in the study were male and single.
The null hypothesis in the significant difference of business etiquette of employee was accepted which means that the clients have the same insights in the business etiquette of employees in selected government agencies while the null hypothesis in the significant relationship between business etiquette and service excellence in selected government agencies rejected. This means that employees with good business etiquette, would likely deliver high quality services. The result of survey questionnaire implies that there is good business etiquette of employees in selected government agencies in Cavite. Moreover, the result of employee's service excellence shows that clients were satisfied in the employee's service.
Submitted to the University Library September 07, 2017 T-7012