Philippine E-Journals

Performance Excellence and Service Quality of an Educational Institution Located in Calamba, Laguna

Erica Anne Melanie C Carandang | Joanne Marie C Rubin | Shariel F Labsan | Win Maw Tun

Discipline: Education

 

Abstract:

The purpose of this study is to see if there is a relationship between performance excellence and service quality at an educational institution in Calamba, Laguna. The study was guided by six objectives: determining the demographic profile of the respondents in terms of age, gender, marital status, educational attainment, job position, employment status, and employment status; determining the educational institution's performance excellence in terms of leadership, strategy, customers, measurement, analysis, and knowledge management; workforce, operations, and results; determining the educational institution's level of perceptions of service quality in terms of assurance, empathy, reliability, responsiveness, and tangibility; determining the significant difference in perceptions of service quality when grouped by demographic profile; determining the significant relationship between performance excellence and service quality; and providing a recommended action plan to improve service quality. The 71 employees of educational institutions in Calamba, Laguna, were chosen using stratified random sampling. The data was collected onsite using a survey questionnaire link via Google Forms. The data was collected and analyzed using quantitative research. A descriptive-correlational analysis is used to describe the relationships between variables. The findings of this study will indicate which factors need to be reconsidered as well as activities that will further improve employee performance in order to achieve performance excellence.