Customers' perceived service quality and satisfaction in the government service insurance system-Pagadian branch

Fritzella Sam Polinar Sarande; Leo C. Naparota; Edgardo S. Cabalida; Rogelio A. Lovina

Vol-7,Issue-1,January - February 2022

Author: Fritzella Sam Polinar Sarande, Leo C. Naparota, Edgardo S. Cabalida, Rogelio A. Lovina

Keywords: Service Quality, Customers Satisfaction, Government Service Insurance System, Philippines.

Abstract: This study aimed to assess the service quality and customers' satisfaction in the Government Service Insurance System in Pagadian City Branch during the calendar year 2020. Quantitative descriptive-correlational research design was employed in this study. Employing frequency counting and percent, weighted mean, standard deviation, Mann-Whitney U test, Kruskal-Wallis test and Spearman Rank-Order Correlation, data were obtained from 189 customers of Government Service Insurance System Pagadian City Branch. The results revealed that the perceived level of service quality of the customers of GSIS is high and interpreted as exceeds expectation deliver. Standard deviations for all the indicators were less than 3.00, which revealed a close clustering of the mean responses. In addition, the perceived level of customer’s satisfaction is satisfied and interpreted as good satisfaction on the services rendered by GSIS Pagadian Branch as to tangibility, reliability, responsiveness, assurance and empathy. Standard deviations that are less than 3.0 supported a high degree of homogeneity in their responses. Furthermore, analysis of data revealed that service quality is correlated with customer’s satisfaction (r=0.886, p=0.000). This indicates that service quality were significantly related to their customer’s satisfaction.

Article Info: Received: 02 Jan 2022; Received in revised form: 09 Feb 2022; Accepted: 20 Feb 2022; Available online: 28 Feb 2022

DOI: 10.22161/ijels.71.46