Home⇛Psychology and Education: A Multidisciplinary Journal⇛vol. 42 no. 3 (2025)

Job Satisfaction, Service Quality, and Employees’ Performance, Local Government Unit of Trinidad, Bohol

Quirino Nugal

Discipline: management studies

 

Abstract:

This descriptive correlational research study explored the level of job satisfaction, service quality, and work performance of the 71 rank-and-file employees of the Local Government Unit of Trinidad, Bohol, for the calendar year 2017-2018. The researcher made use of an adapted questionnaire to gather relevant data for profile, job performance and service qulity which has been statistically analyzed. Results showed that the respondents obtained a grand mean of 3.22 which was interpreted as moderately satisfied in their jobs particularly in the areas of supervision, contingent rewards, operating conditions, and co-workers. They rendered an “excellent service quality” with the overall mean, 3.23; however, they fall short in the tangibles dimension where they only obtained a rating of “Very Good Service”. The respondents’ work performance (35 or 49.30%) obtained IPCR ratings under the range of “Very Satisfactory. Their demographic profile did not correlate with their job satisfaction and service quality levels while length of Service correlated with the respondents’ work performance rating. There is no significant relationship between the respondents’ job satisfaction level and work performance rating; however, there is a significant relationship between the respondents’ service quality and work performance rating. There is no significant difference in the service quality assessments of the rank-and-file employees and their clients. Moreover, there is a significant variance in the different dimensions of job satisfaction as well as in the dimensions of service quality. Recommendations were proposed to address the studied variables.



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