Service Quality for School Medical Services, Philippine Setting
INTRODUCTION
Clinic is one of the services of a school that most of the students go to avail. The students doesn’t actually pay for them when they go there but the clinic fee is included in the miscellaneous of their tuition fees, so, technically speaking it is a profitable organization inside the school. Even when the student use their clinic services or not, they still going to pay for it through their tuition fees. That’s why the researchers found it important to measure their performance, whether it gives the impression that it does its function well or not, in the eyes of its customers, which are the students of Mapua Institute of Technology. The researchers also tries to investigate the strengths and weaknesses of the clinic to further improve their service and to suggest where should they focus on. SERVQUAL is an instrument of measuring service quality as the gap between the customers’ expectation and the performance they perceive to have received. The principle of SERVQUAL is that their respondents should rate their expectation of the given service and then rating their perceived performance of it. The relationship of the two is their ratings should be calculated as the difference of their scores. Better quality yields to smaller gaps. SERVQUAL measures five dimensions which are the following: Tangibles, defined as the appearance of the physical facilities, equipment, personnel, and communication materials. Reliability, defined as the ability to perform the promised service dependably and accurately. Responsiveness, defined as the willingness to help customers and provide prompt service. Assurance, defined as the knowledge and courtesy of the employees. And empathy, defined as the individual attention that the institution provides to its customers. (Carlos, 2011)
REVIEW OF RELATED LITERATURE
SERVQUAL was designed to measures customer’s perception of quality from a certain service experience. Its original format was finding the gap between
Clinic is one of the services of a school that most of the students go to avail. The students doesn’t actually pay for them when they go there but the clinic fee is included in the miscellaneous of their tuition fees, so, technically speaking it is a profitable organization inside the school. Even when the student use their clinic services or not, they still going to pay for it through their tuition fees. That’s why the researchers found it important to measure their performance, whether it gives the impression that it does its function well or not, in the eyes of its customers, which are the students of Mapua Institute of Technology. The researchers also tries to investigate the strengths and weaknesses of the clinic to further improve their service and to suggest where should they focus on. SERVQUAL is an instrument of measuring service quality as the gap between the customers’ expectation and the performance they perceive to have received. The principle of SERVQUAL is that their respondents should rate their expectation of the given service and then rating their perceived performance of it. The relationship of the two is their ratings should be calculated as the difference of their scores. Better quality yields to smaller gaps. SERVQUAL measures five dimensions which are the following: Tangibles, defined as the appearance of the physical facilities, equipment, personnel, and communication materials. Reliability, defined as the ability to perform the promised service dependably and accurately. Responsiveness, defined as the willingness to help customers and provide prompt service. Assurance, defined as the knowledge and courtesy of the employees. And empathy, defined as the individual attention that the institution provides to its customers. (Carlos, 2011)
REVIEW OF RELATED LITERATURE
SERVQUAL was designed to measures customer’s perception of quality from a certain service experience. Its original format was finding the gap between