Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal International Journal of Business Studies People and Behavior Analysis (PBA)
Ma. Elena C. Estebal
Technological Institute of the Philippines
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Antecedents To Customer Satisfaction: The Case of Supermarket Shoppers Ma. Elena C. Estebal
International Journal of Business Studies Vol 2 No 2 (2018): International Journal of Business Studies (IJBS)
Publisher : Sekolah Tinggi Manajemen IPMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (146.794 KB) | DOI: 10.32924/ijbs.v2i2.56

Abstract

This study aimed to determine the level of satisfaction of the supermarket customers using the service quality (SERVQUAL) framework. It utilized a researcher-made questionnaire patterned from the original SERVQUAL questionnaire that was rephrased to it the context of the focus of this study. The questionnaire is divided into 2 parts: the first part dealt with the demographic profile of the respondents and the second part dealt with level of respondents’ agreement on the constructs of SERVQUAL which are generalized into five categories, tangibility, reliability, responsiveness, assurance and empathy. The dimensions of SERVQUAL are considered to be the determining factors for customer satisfaction. Based on the results obtained, it is evident that gap exist between expectations and actual service perception on the service quality of the supermarkets. The highest expectations were identified on reliability and empathy constructs while the lowest expectations were identified on responsiveness,assurance and tangibility constructs. For perception however, the highest were for tangibility and responsiveness construct while the lowest were identified in empathy, assurance and reliability constructs.
Organizational Commitment and Employee Performance during the COVID-19 Pandemic: Evidence from a BPO Company Ma. Elena C. Estebal; Joemy Lopez; Alan Dean
People and Behavior Analysis Vol. 2 No. 1 (2024): March Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/pba.v2i1.2105

Abstract

The pandemic necessitated remote workplace setup, and as employees’ homes doubled as their workplaces, it became difficult to distinguish between the two. With this reality came the challenge of enhancing employee performance and organizational commitment. This study investigated the correlation between organizational commitment and employee performance during the COVID-19 pandemic. This study involved 158 employees of a BPO (Business Process Outsourcing) company situated in Quezon City, Philippines. Non-parametric statistical testing such as Mann–Whitney U and Kruskal-Wallis tests were employed to examine the significant differences in the respondent's ratings when their demographic profiles were considered. Spearman’s rank correlation was used to measure the strength of the relationship between the constructs of organizational commitment and dimensions of employee performance. Results of the study revealed a high positive relationship between continuance commitment and employee performance. Furthermore, this study also explored organizational commitment along four demographic variables, resulting in the detection of significant differences in the perception of continuance commitment on account of gender, age, civil status, and length of service. A significant difference was also detected in affective commitment considering the length of service. Single, married, and widowed respondents also differed in their opinions on normative commitment. While research on organizational commitment exist, few studies have explored the role of demographic factors in shaping employee responses to pandemics. This study demonstrates value by examining the influence of demographic variables on organizational commitment and employee performance during the pandemic, adopting an intersectional perspective, and offering practical implications for organizational management, theoretical advancement, and future research directions.
Co-Authors Alan Dean Joemy Lopez