IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v7y2023i4p1459-1470.html
   My bibliography  Save this article

Service Quality Dimensions as Predictors of Customer Satisfaction in the Civil Registry

Author

Listed:
  • Lolita D. Lascuña

    (University of Science and Technology of Southern Philippines, Cagayan de Oro City, Philippines)

  • Marilou D. Junsay

    (Davao del Norte State College, Panabo City, Davao del Norte, Philippines)

Abstract

This predictive study examined the service quality dimensions as predictors of customer satisfaction in the Civil Registry of the Island Garden City of Samal, Davao del Norte, Philippines. This study involved 300 customers answering the adapted survey questionnaire via face-to-face data gathering. The descriptive analysis illustrates that the Civil Registry provides a relatively high level of service quality dimensions in terms of reliability, responsiveness, empathy, assurance, tangibility, ease, and timeliness. It also discloses that customers of the Civil Registry are highly satisfied with the process, personnel, facilities, and value for money. Moreover, the relationship test reveals that the correlation coefficients between service quality dimensions and customer satisfaction in the Civil Registry indicate a moderate to a strong positive relationship, suggesting the rejection of the study’s null hypothesis. Furthermore, among the service quality dimensions, reliability, empathy, ease, and timeliness significantly contribute to customer satisfaction, indicating the rejection of the null hypothesis, which states that there are no service quality dimensions that significantly predict customer satisfaction. The multiple correlations on customer satisfaction regarding service quality are very strong, with 77.6%. The estimated model by 60.2% of the variability, which consists of the contributors to customer satisfaction, is strong enough. The Civil Registry may sustain a high level of service quality dimensions to exceed customer expectations and improve its policies on the performance measure. Other researchers may conduct similar studies using the four dimensions of service quality in predicting customer satisfaction in different industries in a more extensive scope and datasets.

Suggested Citation

  • Lolita D. Lascuña & Marilou D. Junsay, 2023. "Service Quality Dimensions as Predictors of Customer Satisfaction in the Civil Registry," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(4), pages 1459-1470, April.
    • Handle: RePEc:bcp:journl:v:7:y:2023:i:4:p:1459-1470
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-7-issue-4/1459-1470.pdf
    Download Restriction: no
    File URL: https://www.rsisinternational.org/journals/ijriss/articles/service-quality-dimensions-as-predictors-of-customer-satisfaction-in-the-civil-registry/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Caruana, Albert & Ewing, Michael T., 2010. "How corporate reputation, quality, and value influence online loyalty," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1103-1110, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    2. Ma. Corazon C. Villanueva & Antonino F. Alejandro & Ghiezel D. Regala, 2024. "Effect of Food Vlogging on Attitudes and Purchase Intention of Diners’ Restaurant Selection," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(4), pages 1673-1684, April.
    3. Kaveh Moghaddam & Thomas Weber & Pouya Seifzadeh & Sara Azarpanah, 2021. "Internal Reputation of the Firm: CEO Retention and Firm Market Performance," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 205-221, November.
    4. Fecke, Wilm & Danne, Michael & Mußhoff, Oliver, 2018. "E-commerce in agriculture: The case of crop protection product purchases in a discrete choice experiment," DARE Discussion Papers 1803, Georg-August University of Göttingen, Department of Agricultural Economics and Rural Development (DARE).
    5. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    6. Mohd Naved Khan & Neha Gupta & Manita Matharu & Mohammad Faisal Khan, 2023. "Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique," Sustainability, MDPI, vol. 15(9), pages 1-23, May.
    7. Sohn, Jeong Woong & Kim, Jin Ki, 2020. "Factors that influence purchase intentions in social commerce," Technology in Society, Elsevier, vol. 63(C).
    8. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    9. Wiyada Thitimajshima & Vatcharaporn Esichaikul & Donyaprueth Krairit, 2018. "A framework to identify factors affecting the performance of third-party B2B e-marketplaces: A seller’s perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(2), pages 129-147, May.
    10. Prajitmutita, Lyn Manassannan & Perényi, à ron & Prentice, Catherine, 2016. "Quality, Value? – Insights into Medical Tourists’ Attitudes and Behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 207-216.
    11. Giampiero Giacomello & Oltion Preka, 2021. "Targeting Reputation: A New Vector for Attacks to Critical Infrastructures," Computer and Information Science, Canadian Center of Science and Education, vol. 14(3), pages 1-63, August.
    12. Francisco Javier Forcadell & Elisa Aracil & Fernando Ubeda, 2020. "Using reputation for corporate sustainability to tackle banks digitalization challenges," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2181-2193, September.
    13. Bernhard Swoboda & Cathrin Huber & Tassilo Schuster & Johannes Hirschmann, 2017. "Corporate Reputation Effects Across Nations: The Impact of Country Distances and Firm-Specific Resources," Management International Review, Springer, vol. 57(5), pages 717-748, October.
    14. Kevin Money & Anastasiya Saraeva & Irene Garnelo-Gomez & Stephen Pain & Carola Hillenbrand, 2017. "Corporate Reputation Past and Future: A Review and Integration of Existing Literature and a Framework for Future Research," Corporate Reputation Review, Palgrave Macmillan, vol. 20(3), pages 193-211, November.
    15. Hyeon Jo, 2023. "What Drives Recommendation Intention and Loyalty of Online for Offline (O4O) Consumers?," Sustainability, MDPI, vol. 15(6), pages 1-18, March.
    16. Wu, Jih-Hwa & Wu, Chih-Wen & Lee, Chin-Tarn & Lee, Hsiao-Jung, 2015. "Green purchase intentions: An exploratory study of the Taiwanese electric motorcycle market," Journal of Business Research, Elsevier, vol. 68(4), pages 829-833.
    17. Bernhard Swoboda & Cathrin Puchert & Dirk Morschett, 2016. "Explaining the differing effects of corporate reputation across nations: a multilevel analysis," Journal of the Academy of Marketing Science, Springer, vol. 44(4), pages 454-473, July.
    18. Rémi Mencarelli & Carole Lombart, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Post-Print hal-01592035, HAL.
    19. Eva Blömeke & Michel Clement & Edlira Shehu & Eva Pagendarm, 2013. "Kundenbindung im Electronic Commerce Eine empirische Analyse zur Wahrnehmung und Wirkung verschiedener Kundenbindungsinstrumente im Internet," Schmalenbach Journal of Business Research, Springer, vol. 65(1), pages 63-96, February.
    20. Gatzert, Nadine, 2015. "The impact of corporate reputation and reputation damaging events on financial performance: Empirical evidence from the literature," European Management Journal, Elsevier, vol. 33(6), pages 485-499.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:7:y:2023:i:4:p:1459-1470. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.