Ramon M. Marticio | Aldrin T. Sacristan | Ramon Benedicto N. Marcelino
The objective of the study is to measure the relationship between and among the features of the educational services being provided by Letran-Manila vis. a vis. its tangible, reliability, responsiveness, assurance and empathy features using a seven-point likert scale measuring both respondents’ expectations and perceptions. The respondents were 345 senior students across all programs of the College of Business Administration and Accountancy. They were randomly selected to answer the SERVQUAL questionnaire consisted of two parts. Data gathered from the first part seeks to measure the respondents’ expectations and perceptions of service quality provided by Letran were statistically treated by correlation analysis while data from part two utilized the statistical mean. Results of the study were; there was a weak relationship in the customer expectations and perceptions as far as tangibles are concerned. When the perceived tangibles were correlated with empathy resulted to a weak correlation. There was a weak relationship in the customer expectations and perceptions as far as reliability and tangibles are concerned. When the perceived reliability was correlated with the expected responsiveness and empathy, both got a 0.25 correlation, the lowest among the correlated results. The perceived responsiveness features of service quality were correlated with the expected responsiveness and assurance resulted to a moderate relationship. The expected responsiveness features when correlated with reliability, tangibility and empathy features, all implied a weak relationship. The correlation of perceived assurance with expected responsiveness, assurance and empathy resulted to a moderate relationship while the perceived assurance featured have weak correlated results for tangibles and reliability. Lastly, the empathy features of service quality got moderate correlation when responsiveness, assurance and empathy features.