The Servqual Method for Quality Assessment of Educational Services in a University in Quezon City, Philippines

Abstract

An educational institution is one of the vital factors that affect the academic performance of a student. It provides the development of students in various aspects such as socialization, skills, attitude, etc. This study seeks to assess the Quality of educational services in a university in Quezon City, Philippines, and if the demographic profile affects the responses. SERVQUAL method is a model that is designed to evaluate the gap between expectation and perception. This methodology measures the service quality using the five dimensions; Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research used the readily available survey questionnaire and disseminated to 353 university students. The sample size was calculated using Slovin’s formula. Descriptive method was utilized, and statistical treatment was used to analyze the data. Moreover, data were analyzed using Minitab 17—statistical software. The research revealed that the student’s assessment in all the service dimensions accumulated a gap score of -1.12, which means that the expected services were not met. Consequently, the student’s expectation when they are grouped according to Gender, shows that there is a significant effect on Reliability dimension while age shows a significant difference in Reliability and Assurance. In contrast, the respondents’ perception, when grouped according to age, reveals that there is a substantial difference in the Assurance dimension. Hence, when students are grouped according to course, a significant difference was observed in Tangible and Empathy dimensions. With regards to year-level, all dimensions show substantial differences. This research recommends that the university must consider improving their service quality by focusing on the dimensions that accumulated negative gap scores.