Service quality of health and wellness centers in selected areas of Cavite / Julie Pearl C. Paulme.
Material type:
TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2011Description: ix, 37 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 362.1 P28 2011
- College of Economics, Management, and Development Studies. (CEMDS)
| Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
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Theses / Manuscripts
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Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 362.1 P28 2011 (Browse shelf(Opens below)) | Link to resource | Room use only | T-4409 | 00071166 |
Thesis (Bachelor of Science in Business Management) Cavite State University.
Includes bibliographical references.
College of Economics, Management, and Development Studies. (CEMDS)
PAULME, JULIE PEARL C. Service Quality of Health and Wellness Centers in Selected Areas of Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Marketing. Cavite State University, Indang, Cavite. April 2011. Adviser: Mrs. Rowena R. Noceda.
The study aimed to determine the service quality of Health and Wellness Centers in selected areas of Cavite. Specifically, it aims to identify the services offered by centers, identify the customer’s profile of centers, identify the services availed by the customers, identify the factors that the customers considered in choosing center, determine the customers perception on the quality of service in terms of different dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, determine the most important dimension of service quality in the centers, determine if there is a relationship between the profile of the customers and the services they availed.
Sample of 160 respondents was used in the study. Chi-square was used to determine if there is a significant relationship between customer’s profile and the services availed by the customers.
The 13 Health and Wellness Centers offered common service like thai body massage, while eight centers offered facial whitening, warts removal, body scrub, and foot spa. The Health and Wellness Centers were focused on the natural way of relieving the stress called “Thai Body Massage”.
Most of the customers of Health and Wellness Centers were young adult (41%) from the age bracket of 20-29. Majority of them were female (70%), married (68%), belonged to service labor force (60%), college graduates (59%) and with an income that ranged from PhPS5, 000 to PhP10, 000.
The services availed by the majority of the respondents was massage (40%) and the factors that the customers considered most in choosing the center was its accessibility and popularity (55%).
The respondents were highly satisfied on service quality of the centers in terms of tangibles, reliability, responsiveness, assurance, and empathy. The respondents revealed that the most important dimension of service quality was assurance which deals with the knowledge of service provider and ability of staff to convey trust and confidence.
Age, gender, and civil status were found to be related to the massage service availed by the respondents, while gender and civil status were the only variables related to facial treatment service availed by the respondents. Income was found to be related to the spa service availed by the respondents. One respondent revealed that one of the Health and Wellness Center has no division or wall which made the customers feel uneasy during the availability of the services, The rest of the respondents did not encounter any problem.
Submitted to the University Library 05/23/2011 T-4409