Service-Quality-and-Customers-Satisfaction-Of-The-Civil-Registry-Of-Island-Garden-City-Of-Samal (2).pptx

Service-Quality-and-Customers-Satisfaction-Of-The-Civil-Registry-Of-Island-Garden-City-Of-Samal. Sample presentation format

1. LOLITA D. LASCUÑA MPA Student SERVICE QUALITY AND CUSTOMER’S SATISFACTION OF THE CIVIL REGISTRY OF ISLAND GARDEN CITY OF SAMAL

2. Service Quality It is a measurement of how well a company meets the expectations of its clients in terms of the services it provides. Customers buy services to address particular needs. They have criteria and expectations for how a company's service delivery meets their demands, either consciously or unconsciously. A company with great service quality provides clients with services that meet or surpass their expectations.

3. Customer Satisfaction It is a metric that measures how satisfied customers are with a company's goods, services, and skills. Information about customer satisfaction, such as surveys and ratings, can assist a business in deciding how best to adjust or improve its goods and services.

4. Related Study In the study of RizqS et.al., (2018), the result of their research on consumer satisfaction using SERVQUAL method showed that only 61% of the community is satisfied with the services provided by Disdukcapil Bogor District. Using the SERVQUAL method, the study revealed that not all the customer’s expectations of the services provided of the civil registry is fulfilled and this result was shown using the gap analysis. Thus, they recommend to implement e-government in order to enhance their systems and improve the existing facilities. Suggestions for future study include examining satisfaction from various criteria such as ease and time. To address the gap as suggested in the study of consumer satisfaction of RizqS et.al., (2018) to include ease and time to the existing five dimensions in SEVQUAL model.

5. Related Study In the study of RizqS et.al., (2018), the result of their research on consumer satisfaction using SERVQUAL method showed that only 61% of the community is satisfied with the services provided by Disdukcapil Bogor District. Using the SERVQUAL method, the study revealed that not all the customer’s expectations of the services provided of the civil registry is fulfilled and this result was shown using the gap analysis. Thus, they recommend to implement e-government in order to enhance their systems and improve the existing facilities. Suggestions for future study include examining satisfaction from various criteria such as ease and time. To address the gap as suggested in the study of consumer satisfaction of RizqS et.al., (2018) to include ease and time to the existing five dimensions in SEVQUAL model.

6. Purpose of the Study and Research Questions This study aims to examine and determine the influence of service quality dimensions on customer satisfaction of the Civil Registry of Island Garden City of Samal.

7. Research Questions This study aims to determine the level of customer satisfaction of the Civil Registry of Island Garden City of Samal. Specially, the study sought to answer the following questions: 1.What is the level of service quality dimensions of the civil registry of IGACOS in terms of: 1.1.Reliability 1.2.Responsiveness 1.3.Empathy 1.4.Assurance 1.5.Tangibles 1.6.Ease 1.7.Timeliness

8. Research Questions 2.What is the level of customer satisfaction of the civil registry of IGACOS? 3.Is there a significant relationship between service quality dimensions and customer satisfaction of the Civil Registry of IGACOS?  4.Which of the service quality dimensions significally influence customer satisfaction? 5.What is the empirical model illustrating the influence of service quality dimensions on customer satisfaction?

9. Theoretical Lens This study will be using the SERVQUAL model of Parasuraman et.al. (1988) Reliability   Responsiveness   Empathy   Assurance   Tangibles Expected Service Perceived Service Perceived Service Quality Figure 1.1 SERVQUAL model (Parasuraman et al., 1985)

10. SERVQUAL Model The use of the SERVQUAL approach, which was created by Parasuraman et al. (1985), demonstrated that it was relevant to measure the extent of customer satisfaction with regard to service quality implementation based on the study entitled The Application of SERVQUAL Distribution In Measuring Customer Satisfaction of Retails Company (Haming et.al, 2019). Considering the dimensions Reliability, Responsiveness, Empathy, Assurance, and Tangibles.

11. Paradigm of the Study Independent Variables Customer of Civil Registry of IGACOS Service Quality Reliability Responsiveness Empathy Assurance Tangibles Ease Timeliness Customer Satisfaction Dependent Variables

12. 300 participants Questionnaire Reliability Responsiveness Empathy Assurance Tangibles Ease Timeliness Process Personnel Facilities and Equipment Value for Money

13. RESULT Level of the Service Quality Dimensions in the Civil Registry Service Quality Mean Descriptive Rating Reliability 4.54 Excellent Responsiveness 4.60 Excellent Empathy 4.41 Excellent Assurance 4.49 Excellent Tangibility 4.48 Excellent Ease 4.50 Excellent Timeliness 4.44 Excellent

14. RESULT Level of Customer Satisfaction in the Civil Registry Customer Satisfaction Mean Descriptive Rating Process 4.46 Very Satisfied Personnel 4.51 Very Satisfied Facilities and Equipment 4.49 Very Satisfied Value for Money 4.56 Very Satisfied

15. RESULT Relationship between the Service Quality and Customer Satisfaction in the Civil Registry Service QualityDimensions Customer Satisfaction p-value Reliability 0.556 0.000 Responsiveness 0.558 0.000 Empathy 0.601 0.000 Assurance 0.494 0.000 Tangibility 0.540 0.000 Ease 0.612 0.000 Timeliness 0.675 0.000

16. RESULT Model Coefficients of Customer Satisfaction in the Civil Registry Predictor Estimate SE T p Intercept 0.868 0.1839 4.72 < .001 Reliability 0.211 0.0428 4.93 < .001 Empathy 0.125 0.0395 3.17 0.002 Ease 0.192 0.0412 4.67 < .001 Timeliness 0.284 0.0385 7.37 < .001 Model Fit Measures Model R R² 1 0.776 0.602

17. CONCLUSION The descriptive analysis illustrates that the Civil Registry provides a relatively high level of service quality dimensions in terms of reliability, responsiveness, empathy, assurance, tangibility, ease, and timeliness. It also discloses that customers of the Civil Registry are highly satisfied with the process, personnel, facilities, and value for money. The test of relationship revealed that the correlation coefficients between service quality dimensions and customer satisfaction in the Civil Registry indicate a moderate to a strong positive relationship.The multiple correlations between service quality and customer satisfaction were very strong, accounting for 77.6% of the variability. The estimated model explained 60.2% of the variability, indicating a substantial impact of the contributors to customer satisfaction.

18. RECOMMENDATIONS Based on the findings of the study, the following are recommended: The Civil Registry may consider implementing measures to improve the other service quality dimensions to achieve a maximum high level of customer satisfaction. The Civil Registry may adopt the questionnaire focusing on reliability, empathy, ease, and timeliness as new framework for the indicators in measuring service quality in its periodic evaluation as these dimensions predict customer satisfaction. The Civil Registry may also adopt the questionnaire on process, personnel, facilities, and value of money as indicators in measuring customer satisfaction. The study also recommends that the Civil Registry enhance its service quality and customer satisfaction policies by considering the study’s findings. The study recommends that other researchers may conduct similar studies using the four dimensions of service quality in predicting customer satisfaction in other industries in a more extensive scope and datasets.

19. THANK YOU template