Service quality of PAG-IBIG Fund office employees : basis for a proposed training design

Abstract

This study aimed to determine the Service Quality of Pag-IBIG Fund Office Employees and to propose a training design based on the findings of the study. Convenient sampling technique was used in identifying the 130 respondents. Non experimental quantitative single-variable research design was used through SERVQUAL model. Validated questionnaires were used in collecting the data. Also, mean and ANOVA techniques were used for statistical tools. Results showed moderate level of service quality of Pag-IBIG Fund office employees. There was a low level of service quality of Pag-IBIG Fund office employees specifically on responsiveness. Accordingly, the results on service quality such as tangibles, reliability, responsiveness, assurance, and empathy were on amoderate level which needs further improvements as recommended in the study. However, there was no significant difference in the service quality of Pag-IBIG Fund office employees when analyzed by office divisions. Keywords: public administration, office employees, service quality, training design, Philippines