Service Quality of Negosyo Center and Satisfaction of Clients

This study examined the relationship between the service quality of the Negosyo Center and client satisfaction. It described the respondents’ profile in terms of age, sex, educational attainment, and type of business ownership, and assessed service quality using the dimensions of reliability, responsiveness, assurance, empathy, and tangibles, alongside client satisfaction. A descriptive-correlational research design was employed involving 100 clients. Data were gathered using a researcher-made questionnaire that underwent validity and reliability testing to ensure accuracy and consistency. Findings showed that the respondents were mostly female, aged 31–40 years old, college-level or college graduates, and engaged in sole proprietorship businesses. Both service quality and client satisfaction were rated very high. Results also revealed no significant differences in perceived service quality when respondents were grouped according to their profile variables. However, client satisfaction significantly differed in terms of age but not according to sex, educational attainment, and type of business ownership. Furthermore, a significant positive relationship was found between service quality and client satisfaction. The study concludes that the Negosyo Center consistently delivers high-quality services that lead to high client satisfaction, highlighting the importance of maintaining and strengthening service quality to further improve client experiences.

Business Management / Organizational Behavior

1. Acuña, V., & Cerado, E. (2026). Service quality and client satisfaction in public sector: An empirical assessment of the Philippine Social Security System using the SERVQUAL framework. JPAIR Multidisciplinary Research, 63(1), 18–43. https://doi.org/10.7719/jpair.v63i1.974 [Google Scholar] [Crossref]

2. Brucal, S., Corpuz, C., Abeysekera, I., & David, R. (2022). Role of service quality, price, and firm image on customer satisfaction in Philippine accounting firms. Journal of Risk and Financial Management, 15(2), 75. https://doi.org/10.3390/jrfm15020075 [Google Scholar] [Crossref]

3. Cuevas, A. A. P., & Tamayo, M. R. B. (2024). Service quality and customer satisfaction in the Customer Care Center of one revenue collecting agency in the Philippines. Asia Pacific Journal of Management and Sustainable Development, 12(2), 155–163. [Google Scholar] [Crossref]

4. Dawes, J. (2025). Demographics and customer satisfaction: A multi-category study. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 38(1), 99–122. https://jcsdcb.com/index.php/JCSDCB/article/view/1084 [Google Scholar] [Crossref]

5. Dimapilis, J. B., Garcia, L. R. M., Reyes, M. R. L., & Tabuyo, J. U. (2025). Customer satisfaction of diners in selected restaurants in Silang Cavite. Journal of Indonesian Tourism, Hospitality and Recreation, 8(2), 129–156. https://doi.org/10.17509/jithor.v8i2.82896 [Google Scholar] [Crossref]

6. Fathya, V. N., Viverita, V., Hati, S. R. H., & Astuti, R. D. (2023). Customer satisfaction with electronic public services: An 18 years of systematic literature review. International Review on Public and Nonprofit Marketing, 20(4), 759–812. https://doi.org/10.1007/s12208-022-00350-6 [Google Scholar] [Crossref]

7. Ferreras-Garcia, R., Sales-Zaguirre, J., & Serradell-López, E. (2021). Developing entrepreneurial competencies in higher education: A structural model approach. Education + Training, 63(5), 720–743. https://doi.org/10.1108/ET-09-2020-0257 [Google Scholar] [Crossref]

8. Garibay, R. (2024). Programs and services of DTI Negosyo Centers and operationalization of the 7M strategies. ResearchGate. [Google Scholar] [Crossref]

9. Gepte, J. S. M., Sinio, S. R. M., & Villa, J. J. M. (2024). Client’s satisfaction on the business model of motorcycle dealers [Undergraduate thesis, University of Mindanao]. University of Mindanao Institutional Repository. [Google Scholar] [Crossref]

10. Global Entrepreneurship Monitor. (2023). Women’s entrepreneurship report 2023/24: Reshaping economies and communities. GEM. https://www.gemconsortium.org [Google Scholar] [Crossref]

11. Hurtada, V. V. A., & Fuentes, M. D. (2025). Knowledge, attitudes, and practices in microentrepreneurship: An evaluation of the effectiveness of the services of the DTI-Negosyo Center in Los Baños, Laguna. EPRA International Journal of Multidisciplinary Research. https://epratrustpublishing.com [Google Scholar] [Crossref]

12. Khan, M. A., Siddiqui, A. Z., & Rais, N. (2021). Assessing the relationship among service quality dimensions in higher education institutions and student satisfaction by applying the SERVQUAL model. Pakistan Journal of Educational Research, 4(4), 292–309. [Google Scholar] [Crossref]

13. Kuppelwieser, V. G., & Klaus, P. (2021). Revisiting the age construct: Implications for service research. Journal of Service Research, 24(3), 372–389. https://doi.org/10.1177/1094670520975138 [Google Scholar] [Crossref]

14. Lascuña, L. D., & Junsay, M. D. (2023). Service quality dimensions as predictors of customer satisfaction in the Civil Registry. International Journal of Research and Innovation in Social Science, 7(5), 1459–1470. https://doi.org/10.47772/IJRISS.2023.7521 [Google Scholar] [Crossref]

15. Libunao, M. A. D., & Gaddi, F. J. R. (2025). Quantitative assessment of service quality and client satisfaction in the Philippine public sector. Journal of Interdisciplinary Perspectives. [Google Scholar] [Crossref]

16. Magno, D. J. A., & Polancos, R. V. (2023). Modification of SERVQUAL model sub-dimensions for the assessment of public service quality in the Philippines. Journal of Industrial Engineering and Applications, 3(5), 641–648. https://doi.org/10.3233/ATDE230091 [Google Scholar] [Crossref]

17. Maulas, R. M., & Chavez, C. C. (2025). Client satisfaction unveiled: Evaluating service quality, employee competence and sustainable environmental practices in a Negosyo Center in Misamis Oriental. Zenodo. https://doi.org/10.5281/zenodo.15442980 [Google Scholar] [Crossref]

18. Nguyen, T. H., Pham, T. T., & Nguyen, H. T. (2023). Entrepreneurial support programs and satisfaction in public service delivery. Public Administration Review, 83(4), 789–804. https://doi.org/10.1111/puar.13567 [Google Scholar] [Crossref]

19. Ong, A. K. S., Prasetyo, Y. T., Chuenyindee, T., Young, M. N., Diaz, J. F. T., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2023). Service quality and customer satisfaction analysis among motorcycle taxi transportation in the Philippines through SERVQUAL dimensions and social exchange theory. Case Studies on Transport Policy, 13, 101139. https://doi.org/10.1016/j.cstp.2023.101139 [Google Scholar] [Crossref]

20. Pham, L., Limbu, Y. B., Le, M. T. T., & Nguyen, N. L. (2023). E-government service quality, perceived value, satisfaction, and loyalty: Evidence from a newly emerging country. Journal of Public Policy, 43(4), 812–833. https://doi.org/10.1017/S0143814X23000296 [Google Scholar] [Crossref]

21. Philippine Statistics Authority. (2024). PSA greenlights the conduct of the 2024 Citizen Satisfaction Survey towards the institutionalization of service quality standards of frontline government agencies. [Google Scholar] [Crossref]

22. Philippine Statistics Authority. (2026). PSA clears “Report Card Survey 2.0 PLUS+,” encourages participation for data-driven governance reforms and improved public service delivery. [Google Scholar] [Crossref]

23. Philippine Statistics Authority. (2026). Client satisfaction measurement results for the second quarter 2026. [Google Scholar] [Crossref]

24. Qin, Z., Liu, B., Cao, Y., Xu, C., & Zhang, J. (2025). Citizens’ expectations about public services: A systematic literature review. Humanities and Social Sciences Communications, 12(1). https://doi.org/10.1057/s41599-025-05357-y [Google Scholar] [Crossref]

25. Rumi, M. H., Makhdum, N., Rashid, M. H., & Muyeed, A. (2021). Gender differences in service quality of Upazila Health Complex in Bangladesh. Journal of Patient Experience, 8, 23743735211008304. https://doi.org/10.1177/23743735211008304 [Google Scholar] [Crossref]

26. Sangpikul, A. (2022). Acquiring an in-depth understanding of assurance as a dimension of the SERVQUAL model in regard to the hotel industry in Thailand. Current Issues in Tourism, 26(3), 347–352. https://doi.org/10.1080/13683500.2022.2047163 [Google Scholar] [Crossref]

27. Shetty, D. K., Perule, N., Potti, S. R., Jain, M., Malarout, N., Devesh, S., Vaz, S. F., Singla, B., & Naik, N. (2022). A study of service quality in Indian public sector banks using modified SERVQUAL model. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2152539 [Google Scholar] [Crossref]

28. Suryaman, M., & Tukiran, M. (2025). The impact of SERVQUAL dimensions on customer satisfaction in education and training: An economic perspective. International Journal of Economics Development Research (IJEDR), 6(2), 788–805. https://doi.org/10.37385/ijedr.v6i2.7322 [Google Scholar] [Crossref]

29. Syed, R. T., Singh, D., Ahmad, N., & Butt, I. (2024). Age and entrepreneurship: Mapping the scientific coverage and future research directions. International Entrepreneurship and Management Journal, 20(2), 1451–1486. https://doi.org/10.1007/s11365-024-00964-8 [Google Scholar] [Crossref]

30. Talavera, M. G. (2020). Measuring service quality in Philippine banks: An exploratory study using SERVQUAL and Q-methodology. Philippine Management Review, 27, 37–56. [Google Scholar] [Crossref]

31. Villanueva, A. B., Tayco, R. O., & Estrope, C. P. (2025). Service quality and customer satisfaction among coffee shops in Dumaguete City, Philippines. Journal of Interdisciplinary Perspectives, 3(4), 193–200. https://doi.org/10.69569/jip.2025.064 [Google Scholar] [Crossref]

32. Yingfei, Y., Mengze, Z., & Ki-Hyung, B. (2022). The nexus of service quality, customer experience, and customer commitment: The neglected mediating role of corporate image. Frontiers in Psychology, 13, 917284. https://doi.org/10.3389/fpsyg.2022.917284 [Google Scholar] [Crossref]

33. Zhang, J., Chen, W., Petrovsky, N., & Walker, R. M. (2021). The expectancy-disconfirmation model and citizen satisfaction with public services: A meta-analysis and an agenda for best practice. Public Administration Review, 82(1), 147–159. https://doi.org/10.1111/puar.13368 [Google Scholar] [Crossref]

34. Zuniarti, I., Mazia, L., & Andriansyah, N. Y. (2026). Service quality, price perception, and attraction image as determinants of customer satisfaction: The moderating role of gender. IJOSMAS. https://doi.org/10.5555/ijosmas.v7i3.614 [Google Scholar] [Crossref]

• Assessment of the Role of Artificial Intelligence in Repositioning TVET for Economic Development in Nigeria
• Teachers’ Use of Assure Model Instructional Design on Learners’ Problem Solving Efficacy in Secondary Schools in Bungoma County, Kenya
• “E-Booksan Ang Kaalaman”: Development, Validation, and Utilization of Electronic Book in Academic Performance of Grade 9 Students in Social Studies
• Analyzing EFL University Students’ Academic Speaking Skills Through Self-Recorded Video Presentation
• Major Findings of The Study on Total Quality Management in Teachers’ Education Institutions (TEIs) In Assam – An Evaluative Study