The aim of this descriptive quantitative study is to explore the perceptions and expectations of students from Antipolo City regarding the quality of service they receive from their college. The 804 student respondents enrolled in the seven (7) degree programs are described in terms of sex, age, and their degree programs. An online survey was conducted using a modified SERVQUAL Questionnaire with five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The structured SERVQUAL instrument was modified to align with the set-up of the college. To determine the reliability and the validity of the modified instrument, the Cronbach alpha test was conducted and the result indicated that the instrument is reliable and valid with a Cronbach alpha result of more than 0.90. The generated data were analyzed using descriptive statistics to determine the level of students' expectations and perceptions. One-way ANOVA was used to find out if there was a significant difference in their responses when grouped according to their demographic profile. Paired t-test was used to test the significant differences between students' perceptions and expectations. Results show that students' expectations are higher than their perceptions in terms of assurance, empathy, and reliability. Students' perception is high in service quality when they are grouped according to their demographic profile. Findings also revealed a gap between students' expectations and perceptions. Based on these findings, the management should take additional steps to raise service quality, thus, an effective intervention program to address this gap is necessary.

Authors:
Marivic Basilio, De La Salle-College of Saint Benilde, Philippines
Alma Galvez, De La Salle-College of Saint Benilde, Philippines

About the Presenter(s)
Dr Marivic Basilio is a School Teacher/Instructor at De La Salle-College of Saint Benilde in Philippines

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