Service Quality Management Practices of Junior High Schools in the Province of Rizal
DOI:
https://doi.org/10.5281/zenodo.21753549Keywords:
service quality management, SERVQUAL, stakeholder satisfaction, junior high schools, school-based management, educational management frameworkAbstract
This study assessed the service quality management practices of public junior high schools in the Province of Rizal, determined stakeholder satisfaction, examined differences across school profile and performance indicators, tested the relationship between service quality and satisfaction, and developed a service quality management framework. A descriptive-correlational design supported by documentary analysis and focus-group consultation was employed. The study covered 70 public junior high schools and 2,533 respondents, comprising 70 administrators, 769 teachers, 156 non-teaching personnel, 769 students, and 769 parents selected through cluster random sampling. Two researcher-developed questionnaire-checklists measured the five SERVQUAL dimensions and stakeholder satisfaction. The instruments were reviewed by 10 experts and yielded Cronbach alpha coefficients of .890 and .799 during pilot testing. Frequency, percentage, mean, one-way analysis of variance, and Pearson product-moment correlation were used. Service quality management practices were assessed as very highly practiced overall (M = 4.31); empathy obtained the highest dimension mean (M = 4.37), while responsiveness obtained the lowest (M = 4.26). Stakeholders were much satisfied overall (M = 4.17), although parents reported the lowest group mean (M = 3.50). Teaching-staff size significantly differentiated tangibles and empathy, non-teaching-staff size differentiated tangibles, and School-Based Management level consistently differentiated selected relational and physical dimensions. Tangibles, assurance, empathy, and overall service quality had statistically significant but very weak positive relationships with satisfaction, whereas reliability and responsiveness were not significantly related. The resulting framework integrates SERVQUAL, stakeholder consultation, and the Plan-Do-Check-Act cycle to guide continuous improvement and preparation for quality-management standards.
Downloads
References
Abir, M. (2023). The perceptions of teaching and non-teaching staff about school climate in a sample of private schools in Beirut. International Journal of Education and Research, 11(5).
AbdulAzeez, A. T. (2016). Analysis of management practices in Lagos State tertiary institutions through total quality management structural framework. Journal of Education and Practice, 7(8), 6–26.
Al-Azzaam, A. F. M. (2015). The impact of service quality dimensions on customer satisfaction: A field study of Arab Bank in Irbid City, Jordan. European Journal of Business and Management, 7(15).
Antoniou, F. (2024). The effect of school size and class size on school preparedness. Frontiers in Psychology, 15, Article 1354072. https://doi.org/10.3389/fpsyg.2024.1354072
Bernhardt, V. L. (2018). Data analysis for continuous improvement (4th ed.). Routledge.
Cabardo, J. R. O. (2016). Levels of participation of school stakeholders to the different school-initiated activities and the implementation of school-based management. Journal of Inquiry & Action in Education, 8(1).
Canlas, K. (2022). Quality management practices of senior high school administrators in the Division of Rizal [Unpublished master’s thesis]. University of Rizal System–Morong.
Deming, W. E. (1982). Out of the crisis. Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Executive Order No. 605, s. 2007. (2007). Institutionalizing the structure, mechanisms and standards to implement the government quality management program, amending for the purpose Administrative Order No. 161, s. 2006.
Hafeez, M. (2020). Impact of school enrolment size on students’ achievements. Journal of Education, Humaniora and Social Sciences, 3(1). https://doi.org/10.34007/jehss.v3i1.170
Hoyle, D. (2015). ISO 9000 quality systems handbook: Updated for the ISO 9001:2015 standard (7th ed.). Routledge.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167–175. https://doi.org/10.1016/j.jairtraman.2014.10.001
In’airat, M. H., & Al-Kassem, A. H. (2014). Total quality management in higher education: A review. International Journal of Human Resource Studies, 4(3), 294–307. https://doi.org/10.5296/ijhrs.v4i3.6368
Jagtap, M. M., & Teli, S. N. (2015). PDCA cycle as TQM tool—Continuous improvement of warranty. International Journal of Recent Technology in Mechanical and Electrical Engineering, 2(4), 1–5.
Johnston, R., & Clark, G. (2017). Service operations management: Improving service delivery (5th ed.). Pearson Education.
Ocampo, L., Alinsub, J., Casul, R. A., Enquig, G., Luar, M., Panuncillon, N., Bongo, M., Omela, C., & Ocampo, D. (2019). Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-Economic Planning Sciences, 68, Article 100604.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. EPRA International Journal of Research and Development, 4.
Republic Act No. 10533. (2013). Enhanced Basic Education Act of 2013.
Republic Act No. 9155. (2001). Governance of Basic Education Act of 2001.
Sallis, E. (2002). Total quality management in education (3rd ed.). Routledge.
Simangan, A. (2023). Quality management system (QMS) of Roxas National High School in Baguio City. Global Scientific Journal, 11(10).
Verbo, R., Fernando, A., & Cabrera, W. (2023). Principal’s leadership style towards the implementation of decentralized school-based management in selected secondary public schools in Mandaluyong City, Philippines. International Journal of Economics Development Research, 4(1). https://doi.org/10.37385/ijedr.v4i1.970
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
