Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design

Abstract

This study aimed to determine the Service Quality of an Educational Institution Office Employees and to propose a training design based on the findings of the study. Convenient sampling technique was used in identifying the 226 respondents. Non-experimental quantitative single-variable research design was used through SERVQUAL model. Google form questionnaires were used in collecting the data. Also, mean and ANOVA techniques were used for statistical tools. Results showed very high level of service quality of Pag-IBIG Fund office employees. Accordingly, the results on service quality such as tangibles, reliability, responsiveness, assurance, and empathy were on a very high level yet still need for further enhancement as recommended in the study. Moreover, there was significant difference in the service quality of an Educational Institution office employees when analyzed by office divisions in tangibles specifically.