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Conceptual Framework

This document presents a conceptual framework with 5 key concepts for measuring quality of service: responsiveness, tangibility, reliability, assurance, and empathy. The operational framework was adopted from a 2013 study by Joan C. Reyes on measuring constituents' satisfaction between local government units in the Philippines. This framework includes the variables and questionnaire used in Reyes' study.

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windel dimaandal
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122 views1 page

Conceptual Framework

This document presents a conceptual framework with 5 key concepts for measuring quality of service: responsiveness, tangibility, reliability, assurance, and empathy. The operational framework was adopted from a 2013 study by Joan C. Reyes on measuring constituents' satisfaction between local government units in the Philippines. This framework includes the variables and questionnaire used in Reyes' study.

Uploaded by

windel dimaandal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Assurance

Responsiveness Tangibility

Satisfaction

Reliability Empathy
Figure 1. Conceptual Framework

Source: Measures of Services Quality Between Local Government Units of Angeles and San
Fernando in the Province of Pampanga, Philippines: Its Implication to Constituents’ Satisfaction
(Joan C. Reyes, 2013)

1.2 Operational Framework

The operational framework was adopted from the study of Reyes as shown in Figure 1.
The variables and the questionnaire that were used were adopted from the said study, and also
adopted its conceptual framework.

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