Service Quality and Customer Satisfaction

The author conducted this study to generally find out if Enomoto Philippine Manufacturing, Inc. from the customer's point of view offers excellent quality service as a manufacturing firm. Specifically, this study was guided by the following objectives: to describe the profile of the industry partner respondents in terms of length of business partnership, product purchased, and market location; to identify the level of service quality of Enomoto Philippines; to identify the customer satisfaction of respondents to Enomoto Philippines; to establish the relationship between service quality and customer satisfaction of Enomoto Philippines; to determine the difference of responses between service quality and customer satisfaction when grouped according to profile variables; and to propose an action plan to enhance customer satisfaction of Enomoto Philippines. In this study, a survey questionnaire was used as data collection method to measure service quality and customer satisfaction of the case company.

Autorentext

Joseph L. Alcantara es licenciado en Ciencias de la Administración de Empresas, Facultad del Liceo de Administración de Empresas de la Universidad de Filipinas - Batangas.