Assessment of service quality and customer satisfaction at Cavite State University - Main Campus / by Rowelyn M. Labio.
Material type:
TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2017.Description: x , 94 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 658.4013 L11 2017
- College of Engineering and Information Technology (CEIT), Department of Industrial Engineering and Technology
| 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 | 658.4013 L11 2017 (Browse shelf(Opens below)) | Room use only | T-7217 | 00077097 |
Thesis (Bachelor of Science in Industrial Engineering) Cavite State University.
Includes bibliographical references.
College of Engineering and Information Technology (CEIT), Department of Industrial Engineering and Technology
LABIO, ROVVELYN M. and SATPARAM, THEO ALEXIES R., Assessment of Service Quality and Customer Satisfaction at Cavite State University-Alain Campus. Undergraduate Thesis. Bachelor of Science in Industrial Engineering. Cavite State University, Indang, Cavite. May 2017. Prepared under the supervision of Engr. Gerry M. Castillo.
The main objective of this research was to assess the service and customer satisfaction of the stakeholders of the Cavite State University-Main Campus. Specifically, it aimed to: 1. determine the overall service quality as perceived by customers in terms of academic service, health care service, security service, payment service, and registration service; 2. Determine the service quality dimensions that bring satisfaction to customers of the university; 3. Identify the factors that hinder customer satisfaction to customer; and 4. determine what should be done to improve customer satisfaction in the university. The study was conducted at Cavite State University Main-Campus 1ndang, Cavite from August 2016 to March 2017. The researchers evaluated the quality of the university services and measure the customers' satisfaction by applying the well-known SERVQUAL model. The deployment of the model revealed at first the importance of the university know-how to measure services from the consumers' perspective so as to better understand their needs. The results from SERVQUAL Model were all negative which implies that the current service "does not satisfy the customers' expectations. Secondly, the findings of the research highlighted empathy and reliability as the most significant dimensions. The findings of this research can help the university to improve the services they provide to their customers by focusing on these two important dimensions. With regards to the result of this study, both customers of academic and payment service found the dimension of assurance as the best while for health care and security service were empathy and tangibles respectively.
The highest gap score between perception and expectation were payment service with a gap score of (-1.38). Then, followed by academic service (-1.13), registration service (-0.97), health care service (-0.82) and security service (-0.83). In order to enhance the service quality, each service should develop strategies that would improve customer's perceptions. The customer satisfaction strategy will significantly help university services to compare their performance against customer standards, compare customer standards against internal process and identify opportunities for improvement.
Submitted to the University Library November 13, 2017 T-7217