Service Quality of CABEIHM Main I

Abstract

The study was conducted during the2nd semester of AY 2015-2016 to identify and determine the level of satisfaction of the key stakeholders in the services provided including both tangible and intangible offerings of the College of Accountancy, Business Economics and International Hospitality Management. One hundred (100) set of sample were randomly selected based on the list provided by the Registrar's Office. The study describes the level of satisifaction of the students by using the SERQUAL framework. To accomplish the purpose and objectives of the study, statistical tools such as mean and ANOVA were properly utilized. The study reveals that the identified sample were all satisfied with the service offerings of the College. Also, it was clearly depicted that there is no significant difference on the assessment on the level of respondent's satisfaction when they are grouped according to age, sex and civil status. However the study found out that there is significant difference on the level of respondent's satisfaction on the tangibility when they are grouped according to year level and daily allowance in terms of empathy. The result of the suggested analysis show that service quality is an on-going framework for differentiation strategy.