Measuring citizen satisfaction using servqual approach : the Indang municipal police station experience / by Jenneive Lyka C. Del Mundo and Jewelyn S. Labrador.
Material type:
TextLanguage: English Publication details: Indang, Cavite : 2016. Cavite State University- Main Campus,Description: x, 52 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 363.2 D38 2016
- College of Criminal Justice (CCJ)
| Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|---|---|
Theses / Manuscripts
|
Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 363.2 D38 2017 (Browse shelf(Opens below)) | Link to resource | Room use only | T-6116 | 00009912 |
Thesis (BS Criminology) Cavite State University
Includes bibliographical references.
College of Criminal Justice (CCJ)
DEL MUNDO, JENNEVIE LYKA C, and LABRADOR, JEWELYN S. Measuring Citizen Satisfaction Using SERVQUAL Approach: The Indang Municipal Police Station Experience. Undergraduate Thesis. Bachelor of Science in Criminology. Cavite State University, Indang, Cavite. April 2016. Adviser: Prof. Famela Iza Cabe-Matic.
This study was conducted from December 2015 to March 2016 in Indang, Cavite to measure the citizen satisfaction towards Indang Municipal Police Station (IMPS). Specifically, it aimed to: 1) identify the demographic profile of the participants; 2) determine the participants’ perception and expectations on the service quality of Indang-MPS. with ‘regards to tangibles, reliability, responsiveness, assurance, empathy, effectiveness, access, scope of services and citizen satisfaction; 3) assess the gaps between the perceived and expected factors of service quality; and 4) determine if there is significant difference between the perceived and expected service quality of Indang- MPS. The study used quota sampling method. Prepared questionnaires were given to the participants to gather important data. There were 715 participants from different barangays of Indang, Cavite.
Findings show that most of the participants are male, 30 to 68 years old, and high school graduates. The perception of the participants regarding the Service Quality of Indang Municipal Police Station with the use of nine (9) dimensions: tangibles, reliability, responsiveness, assurance, empathy, effectiveness, access, scope of services and citizen satisfaction were all agreed by the participants. The expectation of the participants regarding the service quality of Indang Municipal Police Station with the use of eight (8) dimensions: tangibles, reliability, responsiveness, assurance, empathy, effectiveness, access, scope of services and citizen satisfaction were strongly agreed by the participants. The overall satisfaction from the services of Indang Municipal Police Station is just average. Furthermore, there is a significant difference between the overall perception and expectation of the participants on the service quality of Indang-MPS.
Thus, the hypothesis stating that there is no significant difference between the perceived and expected service quality is rejected.
The service quality of Indang Municipal Station was measured by the use of the SERVQUAL approach. Thus, it is recommended that they should develop their services given to all the barangays of Indang, Cavite and they may exert more effort to meet the expectations of the society.
Submitted copy to the University Library. 01/17/2017 T-6116