4- AOM SPECIAL TOPICS

ELIGIO, Joshua Paolo February 11, 2019

FAMARIN, Roland Allan Karvin DRAFT
SUSANO, Miguel

INTRODUCTION

The Topic
There are many indicators or measurements through which a business can measure its
performance. One of them, which is to be discussed and given emphasis in this paper, is
through Service Quality. Service quality can be defined as (1) a comparison between the
perceived expectations and perceived performance, (2) an achievement of service quality
or simply, (3) the difference between customer expectation and perception of actual
service.

Purpose of the Study

The purpose of this study is to apply the SERVQUAL model in order to measure the
service quality of MERALCO.

Audience
The two main beneficiaries of this study will be the customers and the company itself,
MERALCO. (1) The customers will be given an opportunity to voice out about their
perceptions and expectations regarding the services they are receiving from the utility
company. Consequently, (2) MERALCO shall be helped by the data to be obtained from
the customers in identifying its weaker fronts (regarding its services) in order to formulate
management strategies that will in turn help develop excellent customer relationships and
maximize profit.
https://www.mbaknol.com/marketing-management/service-quality/
https://www.bworldonline.com/utilities-grow-faster-increased-demand/
https://en.wikipedia.org/wiki/Service_quality
https://study.com/academy/lesson/service-quality-definition-dimensions.html