Customers’ perceived service quality and satisfaction in the government service insurance system-Pagadian branch

Sarande, Fritzella Sam Polinar; Naparota, Leo C.; Cabalida, Edgardo S.; Lovina, Rogelio A.

doi:10.22161/ijels.71.46

Cited by 2 publications

(2 citation statements)

References 7 publications

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“…This indicates that all guests were happy and satisfied with the hotels' services and amenities. This is related to the study of Sarande et al (2022), where the analysis of data revealed that service quality is correlated with customer satisfaction. This indicates that service quality was significantly related to customer satisfaction.…”

Section: Guests' Satisfaction As Assessed By Respondents When Taken A...mentioning

confidence: 98%

Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

G. Javellana,

DM,

Ph.D., DM

2024

IJSMS

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This descriptive correlational research delved into the assessment of hotels' global standard practices, service delivery, and guests’ satisfaction across the entire Province of Negros Occidental in the year 2023. The 335 respondents were purposely chosen and selected using convenience sampling, considering variables such as age, sex, type of tourist, income, hotel class, and occupational status as independent factors. The study utilized a researcher-made questionnaires to gather comprehensive data. Statistical analysis, including frequency count, percentage, mean, Mann Whitney U-Test, Kruskal Wallis H-Test, and Spearman’s Rho was performed using the Statistical Package for the Social Sciences (SPSS) software. The study's findings shed light on critical aspects of the hotel industry. Majority of respondents within the 18 to 28 years’ age bracket, were male, adventure tourists, and preferred three-star hotels, emphasizing the importance of understanding this demographic for tailored services. Evaluation of hotels' global standard practices highlighted consistently high ratings, showcasing positive perceptions of food quality, service, and ambiance across various demographics. The study emphasized the need to customize services based on diverse customer profiles for enhanced operational efficiency and guests’ satisfaction. Insights into the relationships between global standard practices, service delivery, and guests’ satisfaction underlined the pivotal role of adhering to high standards and delivering exceptional services to amplify guest contentment within the hotel industry. These findings may provide valuable insights for the design and management of hotel services to optimize customer experiences.

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Section: Guests' Satisfaction As Assessed By Respondents When Taken A...mentioning

confidence: 98%

Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

G. Javellana,

DM,

Ph.D., DM

2024

IJSMS

View full text Add to dashboard Cite

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“…The theory suggests that when employees feel well-treated by management, they become committed to reciprocating with exceptional effort. This is because they perceive that effective service quality supports their personal and organizational goals, motivating them to exceed performance standards (Sarande, Naparota, Cabalida, & Lovina, 2022). In Social Exchange Theory, Sarande et al (2022) advanced the idea that employees with a better workplace environment significantly increased their service quality performance.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Work Environment, Human Resource Practices, and Organizational Culture: A Causal Model on Service Quality of Employees in Government Agency in Davao Region

Lerio,

Bandiola

2023

AJPPA

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Purpose: This quantitative, non-experimental study aimed to establish the best-fit structural model for the service quality of employees in a national government agency, with a specific focus on the Department of Environment and Natural Resources (DENR) in the Davao Region. Its significance lies in contributing to the existing body of knowledge in the field of public administration, leading to a more efficient and effective delivery of public services. Examining the relationship between factors such as the work environment, human resource practices, and organizational culture concerning service quality, this study builds upon the conclusions drawn from international research, which has investigated these factors in other countries but has yet to address the specific context of the Philippines, particularly in the Davao Region. Therefore, this study would address the gap by examining these relationships in the local context, contributing valuable insights to the literature on service quality in the Philippines. Methodology: A standardized instrument, administered through the Google platform, was used to survey 400 rank-and-file employees selected via stratified sampling in the Davao Region. The data collected were analyzed using statistical methods, including mean and standard deviation calculations, Pearson correlation analysis, multiple regression, and structural equation modeling (SEM). Findings: The study revealed that the service quality (dependent variable) was very high, while the work environment, human resource practices, and organizational culture (independent variables) were all at high levels. A Pearson correlation analysis unveiled a statistically significant and positively correlated relationship between the independent and dependent variables. Multiple regression analysis indicated that work environment, human resource practices, and organizational culture influence service quality. Moreover, organizational culture was found to be the best influencer of service quality of employees. Significantly, Model 5 emerges as the most fitting structural model for assessing service quality. The model demonstrated the direct influence of the work environment on service quality. Additionally, the SEM model identified specific variables that can predict service quality: training and development and evaluation and supervision (for human resource practices), physical and social work environment (for work environment), and adaptability, consistency, and involvement (for organizational culture). Recommendations: Therefore, the discoveries from this study offer valuable insights with direct relevance to policymakers and managers seeking to improve service quality in national government agencies.

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Customers’ perceived service quality and satisfaction in the government service insurance system-Pagadian branch

Cited by 2 publications

References 7 publications

Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

Work Environment, Human Resource Practices, and Organizational Culture: A Causal Model on Service Quality of Employees in Government Agency in Davao Region

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