Home⇛bukal: The Official Research Journal of LCBA Master of Arts in Education⇛vol. 1 no. 3 (2025)

Service Quality and Internal and External Stakeholders’ Satisfaction in the City of Schools Division of Cabuyao

Rose May G. Dagsil

 

Abstract:

Service Quality and stakeholders’ satisfaction are two significant elements in organizational management and sustainability. The operational conditions, as well as the high level of competition, are forces that require the company to strictly adhere to excellent services. Stakeholders’ satisfaction is a modern approach to quality in businesses and organizations and it contributes to the formation of truly client-focused organizations and cultures. Measuring stakeholders ‘satisfaction provides fast, relevant, and objective input on the preferences and expectations of stakeholders. In this manner, a company's performance may be evaluated for a set of satisfaction dimensions that show a corporate organization's strong and weak aspects. A better organization with standard quality service and objectives that enable enhanced employee competencies emerges from increasing stakeholders’ satisfaction. The research determined the relationship between the level of service quality and the level of internal and external stakeholders’ satisfaction in the City Schools Division of Cabuyao and discussed the issues and concerns, as well as the difficulties encountered, that could potentially impede meeting the goal of stakeholders’ satisfaction and retention. A total of 470 surveys were collected at random using an adopted instrument and the model was analyzed and evaluated using the Mean, Four-point Likert Scale, T-test and Pearson Product-moment Correlation. The analysis revealed the existence of a small but significant positive relationship between the level of service quality and stakeholders’ satisfaction. Furthermore, the study proposed an action plan to develop and improve additional techniques to reinforce the ongoing service quality and increase the productivity and confidence of SDO employees.



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