Home⇛Journal of Interdisciplinary Perspectives⇛vol. 4 no. 3 (2026)

Measuring Human Resource Management Service Quality in a Philippine Government Research Institute Using the SERVQUAL Framework

Bobby B. Lacsina

Discipline: human resource management

 

Abstract:

This study measured the service quality of the Human Resource Management Office (HRMO) in a Philippine Government Research Institute using the SERVQUAL framework, which evaluates five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive-quantitative design and collected 277 employee responses, exceeding the recommended sample size, to measure the gap between employees’ expectations and perceptions of HRMO services. The Wilcoxon signed-rank test was used to assess the significance of service quality gaps. The findings revealed that, across all dimensions, expectations consistently exceeded perceptions, indicating significant service quality gaps (p < .001). The most significant gaps were observed in reliability (0.42), responsiveness (0.40), and empathy (0.38), suggesting that employees desire more dependable, timely, and personalized HR services. Smaller but significant gaps appeared in assurance (0.33) and tangibles (0.32), showing that HR professionalism and facilities are essentially meeting expectations. Additional analyses highlighted variability in employee experiences and differences between employees whose expectations were met, unmet, or exceeded. The study concludes that while the HRMO demonstrates commendable service quality, strategic improvements in reliability, responsiveness, and empathy are essential to enhance employee satisfaction, trust, and overall organizational effectiveness.



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