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All Journal Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF)
D. Celendro, Rizza
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Economics, Econometrics & Finance

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IMPACT OF SERVICE QUALITY ON BUSINESS OWNERS’ SATISFACTION AT BUREAU OF INTERNAL REVENUE DISTRICT OFFICE NO. 99, MALAYBALAY CITY, BUKIDNON D. Celendro, Rizza; A. Gales, Kathrina Marie; P. Palomo, Jennycel; A. Bonifacio, Michael Bonn
Proceeding of the International Conference on Family Business and Entrepreneurship 2024: PROCEEDING OF 8TH INTERNATIONAL CONFERENCE ON FAMILY BUSINESS AND ENTREPRENEURSHIP
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/icfbe.v0i0.5679

Abstract

This study aimed to assess the impact of service quality on business owners’ satisfactionat the BIR District Office No. 99, Malaybalay City, Bukidnon. The study was anchoredto the theory of service quality and customer satisfaction. The study used a descriptive-correlational research design, survey questionnaire, percentage, mean, Pearsoncorrelation coefficient, and one-way ANOVA. Results showed that the majority ofrespondents were females between the ages of 26 and 40, and the majority were self-employed, married, and had a college degree. Business owners’ satisfaction with theservice quality provided regarding tangibility, reliability, assurance, and overallservice quality is high. On the other hand, business owners are neutral towards servicequality regarding responsiveness and empathy. Also, a moderately positive correlationexists between service quality dimensions regarding responsiveness, reliability,empathy, assurance, overall service quality, and the business owner’s satisfaction.Meanwhile, there is a weak positive correlation between the service quality dimensionregarding tangibility and business owner’s satisfaction. There was a significantdifference in the business owners’ satisfaction when respondents were grouped basedon occupation and highest educational attainment. Furthermore, this studyrecommends that the tax office in Malaybalay City, Bukidnon needs to improve the levelof service quality offered in terms of responsiveness and empathy to improve the levelof satisfaction of their customers.Keywords: business owners’ satisfaction, service quality, SERVQUAL
Co-Authors A. Bonifacio, Michael Bonn A. Gales, Kathrina Marie P. Palomo, Jennycel