Service Quality among Authorized Service Centers of Selected Imaging Companies in the National Capital Region

Abstract

This thesis deals with the service quality among authorized service centers of selected imaging companies in the National Capital Region. It looked into the following: the profile of the respondents in terms of Age, Gender, Photography field; and Photography Profession Status; respondents rate the service quality of the authorized service centers in the following key result areas: Service Accommodation, Service Repair Quality, Service Repair Turn-Around-Time and Service Status notification to client; significant difference in the respondents’ rating of the three (3) authorized service centers when they are grouped in terms of profile. The respondents came from three (3) authorized service centers of selected imaging companies in the National Capital Region. This study utilized the descriptive method of research since it is an assessment on service quality of the target authorized service centers. Survey questionnaires were used as a tool for data gathering and Statistical Package for Social Science (SPSS) version 20 software and Microsoft Excel (MS Excel) was used as a tool for analyzing the gathered data specifically the Descriptive frequency and compare means function of SPSS. from 150 respondents, 64 or 42.7% are in the bracket of 21 – 30 years of age which attained the highest number of respondents, the respondents are dominated by males and 44 or 29.3% of them belonged to the general field of photography. Also, 104 or 69.3% were hobbyist/amateur photographers. This showed the general rating of 150 respondents that is Very Good and there was no significant difference in the respondents rating in terms of the key result areas. In general, the respondents of the authorized service centers were satisfied with the service rendered by the service centers.