Service quality management of remittance centers in Taytay, Rizal Khenia N. Martinez, Jonel D. Perez, Jhielyn Q. Yutrago

Thesis BSBA-MM University of Rizal System, Binangonan 2017

includes bibliographical references

The study primarily aimsto determine the Service Quality Management of Remittance Centers in Taytay, Rizal. The researchers used Descriptive method to utilized data collection and analysis techniques that yield reports concerning the measures of central tendency, variation, and correlation. The combination of the characteristic summary and correlation statistics, along with its focus on specific types of research questions, methods, and outcomes is what distinguishes descriptive research from other research types. Also, there were 120 respondents of the study which are composed of remitters and receivers who wre selected accidentally. A self-made questionnaire checklist was used to collect primarily data and necessary information. As a process, the checklist was validated which involves collecting and analyzing of data to assess the accuracy of an instrument and reliability was used to measures its consistency of what does the instrument consistently intended to measure. The one-way analysis of variance (ANOVA) was used to interpret the data gathered. It was used to determine whether there are any statistically significant differences between the means of two or more independent (unrelated) groups. The variable used in the study was the profile of the respondents in terms of age, gender, civil status, occupation, monthly income, educational attainment and frequency of visit. The variables were treated with corresponding statistical treatment such as frequency, percentage, rank distribution and weighted mean. Moreover, the researchers used service quality (SERVQUAL) method which represents the service quality as the discrepancy between a customer's expectation for a service offering and the customer's perception of the service received, requiring respondents to answer questions about both their expectations and their perceptions. It is also known as RATER as simplified version of SERVQUAL which constructs as Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Majority of the 120 respondents were young adults to adults because the productivity of younger and older workers seem to be less noticed because at young aged rarely achieved while individuals lessen their productivity because of biological factors. Most of them are female; women tend to send a higher proportion of their income, even though they generally earn less than men. Single, because they tend to be the head of the family, thus, be able to remit high probability than married and widow individual which has family responsibilities. Most of their occupations are in the field of another industry sector. In the basis of monthly, the respondents are in the low income class earners. Most of the respondents are high School graduates because the employers are more likely to hire and promote employees based on the people's skills, personal qualities and abilities to perform effective and efficient in their job than education they attained and most respondents remit a monthly frequency since most of the spending pattern of every household is in the monthly basis. Computed weighted mean of the perception of the respondents on the Service Quality Management of Remittance Centers in Taytay, Rizal was shown as follows; The study revealed that the most agreed service quality management of remittance centers in Taytay, Rizal among the respondents is Empathy, it is important to the respondents the center's employee must understand and meet their specific needs. Next on the ranking are Tangibility which is agreed by the respondents because they use modern equipment and as to terms of Assurance, the respondents perceived that the center must provide accurate information. Responsiveness of the centers landed on the fourth rank because the remittance centers must provide employees who are polite and friendly. Lastly, Reliability of the remittance centers is on the fifth rank, the respondents feel that it is important that the remittance centers must keep an accurate record. For the null hypothesis, there is no significant difference between gender, civil status, educational attainment, frequency and the respondent's perception in the Service Quality Management of Remittance Centers in Taytay, Rizal. In contrast, there is a significant difference in terms of age, occupation, monthly income and respondent's perception in the Service Quality Management of Remittance Centers in Taytay, Rizal. Thus, based on the finding and conclusions drawn, the following recommendations are given for the purpose of enhancing practices in the Service Quality Management of Remittance Centers in Taytay, Rizal: (1) The remittance centers must find ways to keep updates on their machineries and equipment to cope up with the modern technology in order to perform and serve better to its customers. (2) The remittance centers must provide maintenance to their system internal control relating to their customers information, thus providing accurate records and information. (3) The remittance centers can continue their service quality providing training and seminar to its employees in order to increase efficiency in carrying out workers' responsibilities for them to work effectively and contribute to attainment of company's goal.