Philippine E-Journals

Exploring the Dimensions of Service Quality in a Private University System: Advocacy for Continuous Improvement Program

Alden D. Tolentino

Discipline: Education

 

Abstract:

This is a gap analysis of the dimensions of service quality of the seven colleges of a university in an urban city. Three hundred ninety-two (392) fourth year students from the seven (7) colleges of the University were randomly selected to answer the SERVQUAL questionnaire developed by Otavio Jose De Oliviera and Eurianne Christina Ferreira. The study shows that the expectations of the students on service quality were not met by the seven (7) colleges in terms of tangibility, reliability, responsibility, security and empathy. This is based on the negative gap resulting from higher expectations and lower perceptions. This implies that the colleges were not able to deliver the kind of service students desired from them. Of the five (5) dimensions of service quality the perceptions and expectations on reliability exhibits significant difference for all of the seven colleges. This indicates that the students perceived that the University is not keen on resolving their concerns and problems. There is a need for the colleges to assess their quality of service and come up with improvements anchored on the findings of the study.