service gap analysis telecommunications by postpaid subscribers in Batangas city basis for proposed

service quality activities.

By Christian allan Cantos - 2015

A study conducted by Christian Allan Santos (2015), concerning the Service Gap
Analysis:Telecommunications by Postpaid Subscribers in Batangas City Basis for Proposed Service
Quality Activities shows that there are 18-25 years old covering 51 % of the respondents. And 38% of the
total respondents are female were 68 %is single. while 58 % is college graduate with income of 10,000
to 19000 pesos living in urban areas and subscribe to a postpaid service for a period of 1 year. In terms
of expectation the respondents expect a very good service quality in its entire 5 dimensions. As For
perceptions, Respondents perceived a good quality service in four of the dimensions of the SERVQUAL
Model namely, reliability, responsiveness, assurance and empathy gaining the total composite mean of
not lower than 5.00, only tangibles received a rating of very good for the perception of service quality
gaining the composite mean of 6.32. With regard to the service Gap analysis all of the dimensions of
SERVQUAL receive a negative gap score of 0.003 which means the subscribers were unhappy and
unsatisfied with the service provided by the telecommunication companies. A significant difference was
observed with all the dimensions of service quality for expectation and perception of service quality. For
expectations for service quality, age found to be significant for tangibility (0.003) reliability (0.052)
responsiveness (0.000) assurance (0.001) and empathy (0.02) dimensions. Sex sounds to be significant
for 5 dimensions of service quality with p-value not lower than 0.000. Civil status was found to be
significant for tangibles (0.0053) responsiveness (0.02) and assurance (0.04). Income found to be
significant for tangibles (0.036) responsiveness (0.03) and assurance (0.07). Geographical location found
to be significant for reliability (0.003) responsiveness (0.009), assurance (0.000) and empathy (0.005).
Length of using service found to be significant with tangibles (0.98) reliability (0.03) responsiveness
(0.004) and empathy. As for the perception of service quality age was found to be significant with all five
dimensions of service quality. Income found to be significant for reliability (0.009), responsiveness (0.55)
assurance (0.25) and empathy(0.002). Geographical location found to be significant for tangibles (0.88)
reliability (0.225) and assurance (0.65). Based from the results of the study, service quality activities
were proposed to improve service quality.

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Percieved Quality of College Students on the General Services Of Batangas State University Main

Campus I (Guno, Ma. Angelica P., Marasigan, Angelika, M., Montalbo, Marvelyn M., May, 2017)
Same as the study entitled Perceived Quality of College Students on the General Services of Batangas
State University Main Campus I; Specifically, the researcher used the descriptive method of research
with a standardized questionnaire by Parasuraman as the key data gathering instrument. Three hundred
eighty one (381) college students in different departments are considering the respondents of the study.
The findings showed that expectation is higher than performance even though they consider the
demographic profile of the respondents but still the findings is inacceptable quality. It was found out
that majority of the students were female with the frequency of two hundred ninety seven 297 or
seventy eight (78) percent. On the other hand, most of the respondents were in second year level with
the frequency of one hundred ninety six (196) or fifty one (51) percent. Lastly, the majority of them
belong to CABEIHM in terms of department with the frequency of one hundred forty seven (147) or
thirty nine (39) percent. The expectations in all five dimensions of SERVQUAL namely tangibles,
reliability, responsiveness assurance and empathy have not met which means the students were not
satisfied with the service Quality that is provided in the BSU Main Campus I. Furthermore the
researchers found out that there is no significant difference in the assessment of the respondents on the
service quality provided by selected offices in terms of sex, year level and department. Based on the
findings the researchers proposed strategies to teach the employees on how to enhance the service
quality provided by the general services to have a good effect in their work and to their customers
especially to the students.

In line with these a study about service quality in the public service conducted by Prabha (2010)
aims to obtain a better understanding to the extent to which service quality is delivered within the
public service by drawing on frontline employees and customer perception of service quality. The
research design that was used in this study is the SERVQUAL model. The findings of the survey revealed
that the sample of customers consisted of 77% male and 23 % of female more than 57% of the
respondents were between the ages of 26 - 41. Approximately 67 % have either School Certificate or
high school certificate as the highest level of education. The sample of the employees shows that the
gender distribution was 43% of males and 57% of females. With respect to age, the portion of the
respondents 43% fell into the 23-33 year age group, followed by the 18-25 age groups. The finding
reveal that while there is a significant shortfall in meeting customer expectations, the employees
appears to have good understanding of what these expectations actually are. The employees should
focus on those dimensions which received the lowest attributes with high gap score. This research aims
to the body of knowledge relating to public service quality management it also is of interest to strategic
and operational public service managers and to academics investigating the reliability and value of
service quality assessment tools. It addresses key relationships between service dimensions and service
quality in the public service. Student’s expectation and perceptions of service quality performance.

Similarly, Ming Ong (2013) used SERVQUAL model and the discrepancy gap to conduct his
research in regarding service quality. The SERVQUAL instrument that is used to measure the quality of
service in this study is a two-part instrument with 22 statements measuring expectation and 22
statements measuring perceptions. The five dimensions of SERVQUAL measured the quality pf service,
tangibles reliability, responsiveness assurance and empathy. Responses to the expectation and
perception statements where compared. The findings regarding hypothesis1 revealed a significant
difference between first and third year students.

Perception of Service Quality in Higher Education:

In the same way a study entitled Perspective of Iranian Students of Malaysians University by
Armani Rasli, Ahmadreza Shekarchizadeh and Muhammad Jawad (2012) seeks to examine international
student's expectations and perceptions of educational services rendered by five Malaysians universities.
Using stratified sampling based on gender year level of study, 522 international postgraduate students
were selected to participate in this study SERVQUAL questionnaire comprising 35 items was used as the
survey instrument to collect data. The finding shows that a total of 163 students participated in the
survey. Of the participants surveyed, about 1% was deemed unusable due to the failure of the
respondents to complete major portions of the survey questionnaire. With reference to Table 1, about
77% of the respondents are male and over 60% are master’s students. Also, a remarkable percentage of
the students respondents (73%) are less than 30years old. This study was able to shows the
postgraduate students from Iran from top five ranked Malaysian universities have negative perceptions
of education service quality in their universities, as their expectations were not met in the performance
of education services. The negative values indicate dissatisfaction. Students were dissatisfied with the
education service quality on all the five aforementioned service quality factors. One of the most
important causes for feeling this dissatisfaction could be explained by gap theory.

While Donlagic and Fazlic (2015) studied about " Quality Assessment in Higher Education Using
Servqual Model". The research was conducted at one institution of higher education in Bosnia and
Herzagovina. In order to conduct this research, the population, the total number of students at the
Faculty of Economics and the sample were identified. The total number of students enrolled for the first
time 3 in all years of study on the first cycle of study according to the official data 4 in 2014 was 725. The
following was taken into consideration during sample design: the aim of the research, the size of the
population, the confidence level, the level of data variability, the costs of the research, and time needed.
For the purpose of this research, the authors adapted the SERVQUAL generic questionnaire for the
higher education sector taking into consideration the characteristics of this sector based on the results
of a prior test in a group of 50 students and literature review. This research was conducted using a
structured questionnaire with 25 questions for each scale: one to measure student's expectation and
one to measure their perception of the received services. All of the five dimensions of the SERVQUAL
model: tangibles, reliability, responsiveness, assurance, and empathy were covered with 25 questions.
After data collection, the data was analyzed using descriptive statistics before it was used in accordance
with the SERVQUAL. Based on this study it can be concluded that students have higher expectation than
perception, which aloes to all dimensions. The highest student's expectations are related to the
dimensions reliability and empathy, and the lowest to tangibles. On the other hand, the scores for
students' perceptions are the highest for dimensions reliability and assurance. While according to the
SERVQUAL methodology for each dimension of the service quality a gap score is calculated and a
negative score indicates that the service which was provided to the student was worse than was
expected. In other words, the gap between expectations and perceptions is where quality improvement
is necessary.