Assessment of Service Quality Performance of the Work Scholars

Abstract

Service Quality simply means “service meets customer satisfaction.” It has a role in analyzing the difference between customer expectations and the company’s perception of the service provided. The study aimed to determine the Service Quality Performance of the Work scholars of the University of Bohol. It further aimed to analyze their respective IQ and academic performance as predictors of service quality. Using a quantitative method approach with the aid of a standardized questionnaire on the 22 Statement SERVQUAL Model, the study involved 131 working scholars from the University of Bohol. Results showed that the Work Scholars were excellent (Composite Mean = 3.58) on the service quality performance as assessed by themselves, while their direct heads rated them as very satisfactory (Composite Mean = 3.17). Also, the academic rating of the working scholar contributes to the level of the service quality performance they deliver from their respective office assignment. Lastly, there was a slight difference in the perception between the working scholars and their direct heads.