DOI: 10.5176/2251-3426_THoR16.12

Authors: Bon Jovi A. Cabreros

Abstract: The study was undertaken to determine the service quality of malls in Davao City where respondents’ expectations and experiences were compared. Service quality dimensions considered were: Reliability, Assurance, Tangibles, Empathy and Responsiveness. Selected malls were profiled in terms of classification, years of operation and location. Respondents were profiled in terms of age, sex, civil status, educational attainment and employment status. The study determined if there is significant difference on the: Service Quality Expectations and Experiences; Service Quality Expectations and Experiences when analyzed according to the profile of malls; and Service Quality Expectations and Experiences when grouped according to profile of respondents. Malls included in the study were: Abreeza Ayala Mall, SM Ecoland and SM Lanang for nationally branded malls and Gaisano Mall, NCCC Mall and Victoria Plaza for the homegrown malls. A total of 120 conveniently picked mobility challenged persons participated in the study at 20 respondents for each mall. The researcher employed the descriptive-comparative method and made used of both primary and secondary data. Data gathered where analyzed using the descriptive and inferential statistics. Most of the malls were more than 10 years in operation and located mostly in the first congressional district of Davao City. Respondents were mostly at 34-49 years of age, mostly female, college graduates and employed. Service Quality dimensions Reliability, Assurance, Tangibles, Empathy and Responsiveness of malls were expected by respondents and they were satisfied with the service quality of the malls. Results revealed that there were significant differences on the following: (a) Service Quality Expectations and Experiences; (b) Service Quality experiences when analyzed according to profile of malls; (c) Service Quality Expectations when grouped according to respondents’ age; and (d) Service Quality Experiences when analyzed according to respondents’ civil status. Meanwhile, no significant difference was noted in the respondents’ expectations of the service quality when grouped according to the profile of malls.

Keywords: Assessment, Mobility Challenged Persons, Service Quality

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