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A Proposed Service Quality Training Program Plan For Frontline Non-teaching Employees Of Sucs In Region Viii  


Abstract Category: Other Categories
Course / Degree: DM-HRM
Institution / University: Leyte Normal University, Tacloban City, Philippines
Published in: 2016


Dissertation Abstract / Summary:

Employees are internal customers whose processes are aimed at satisfying the external customers.  Before an organization can satisfy its customers, it must first satisfy its own employees.  Management can obtain feedback on the effectiveness of its training and continuous improvement efforts via servers' self- assessment service quality improvements.  The justification for using self-assessment as a yardstick is because the selected organization have long been existing and are very familiar with customer needs based on feedbacks on services they received.

The study aimed to develop a proposed service quality training plan for frontline non-teaching employees based on the assessment of the level of competence of frontline non-teaching employees and the extent of delivery of service quality among SUCs in REgion VIII.  This study was anchored on the conceptual model of the authors Frost and Kumar (2000), which have developed an internal service quality model based on the concept of the gap model.  The model evaluated the service quality dimensions and their relationships to level of competence relative to job knowledge, quality and productivity, cost and materials management, customer satisfaction and work systems and on personal qualities relative to character and integrity, initiative, safety consciousness, team spirit and personality.  Ther result suggest the perceptions of frontline non-teaching employees and their supervisors play a major role in recognizing extent of service quality delivery among SUCs in REgion VIII, thus acknowledging the usefulness of the service quality training program plan proposed in this study.

Final result of the study indicated that high percentage of frontline non-teaching employees and their supervisors have rated themselves highly competent in all areas on all level of competence and personal qualities.  Significantly, the study proved that although frontline non-teaching employees of SUCs in Region VIII were highly competent, they remain to adopt the proposed service quality training plan and enhance their service quality delivery to offer services beyond the expectation of clients.


Dissertation Keywords/Search Tags:
Service Quality, Training Program, Front LIne Employees

This Dissertation Abstract may be cited as follows:
Lacaba, T.V.G. A Proposed Service Quality Training Program Plan for Frontline Non-Teaching Employees of SUCs in REgion VIII. Philippines. 2013


Submission Details: Dissertation Abstract submitted by Teresita Villa Lacaba from Philippines on 21-Feb-2016 15:20.
Abstract has been viewed 1262 times (since 7 Mar 2010).

Teresita Villa Lacaba Contact Details: Email: tvglacaba@yahoo.com.ph



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