CHAPTER 2 PRESENTATION, ANALYSIS AND INTERPRESTATION OF DATA

This chapter presents the results of this study consisting of the personal data of the respondents, level of clients expectation and perception, and their suggestions concerning the service quality of ACC Criminology Interns in AY 2011-2012.

Personal data of the Respondents This section presents the personal data of 60 clients who have been the recipients of the ACC Criminology Interns in the A.Y 2011-2012. The profile covers the sex, age, civil status and profession. The finding shows that there were more male clients (58%) than male (43%) who have been the respondents of the study (see Table 1). Table 1. Respondents Frequency Distribution based on Sex Sl. No. Sex 1 Male 2 Female Frequency Percentage 35 58% 25 42% no = 60 Cumulative Percentage 58% 100%

Most of the respondents of the study are single (57%) compared to the (43%) were married (see Table 2).

Table 2. Respondents Frequency Distribution based on Civil Status

Sl. No.

Civil Status 1 Single 2 Married

Frequency 34 26 no = 60

Percentage 57% 43%

Cumulative Percentage 57% 43%

The largest scale for age group was below the age of 25(40%), seconded between 25 and 35 years of age (35%), followed by the age group of between 36 and 45 (15%) and (10%) between 46 and 55 years of age (see Table 3). Table 3. Respondents Frequency Distribution based on Age Sl. No. Age Group 1 Below 25 2 25-35 3 36-45 4 46-55 n = 60 The majority of the respondents are Employees (58%), and then students (27%), other profession (13%) and Government official (2%) respectively (see Table 4). Frequency 24 21 9 6 Percentage 40% 35% 15% 10% Cumulative Percentage 40% 75% 90% 100%

Table 4. Respondents Frequency Distribution based on Profession Sl. No. Profession Government 1 Official 2 Employee 3 Student Private 4 Businessman 5 Others n = 60 Level of client satisfaction towards the service quality This section presents the clients expectation and perception towards the service quality of the ACC Criminology Interns. The service quality is composed of tangibility, competence, responsiveness, courtesy and Cumulative Frequency Percentage Percentage 1 35 16 0 8 2% 58% 27% 0% 13% 2% 60% 87% 87% 100%

communication. The 60 respondents are asked to rate each statement concerning their expectation and perception to the service quality of ACC Criminology interns as a client. The findings of the service quality of each dimension were as follows:

Tangibility The tangibility dimension includes material proof such as the physical appearance of Criminology Interns including the neatness and to look snappy, respectful, and smart; as well as the mannerism, and

professionalism.

Table 5. Client satisfaction concerning tangibility Tangibility 1. The Criminology Interns dress appropriately 2. The Criminology Interns are look clean and neat 3. The Criminology Interns provide service in pleasing manner 4. The Criminology Interns look snappy, respectful, & smart Over-all mean score Clients' Expectation Mean S.D. Level 3.33 .48 Satisfied 3.32 3.02 .47 .13 Satisfied Satisfied Satisfied Clients' Perception Mean S.D. Level 4.57 .62 Very Satisfied 4.52 .65 Very Satisfied 4.33 .71 Very Satisfied 4.37 .78 Very Satisfied Very Satisfied

3.33

.48

3.35

.48 Satisfied

4.45

.70

The overall expectation in tangibility is at high level 3.35 (satisfied) showed in Table 5. The smarty, snappy looks and dressed suitability of the ACC Criminology Interns confirmed to be their best quality; it received a high ranking at 3.33 (satisfied). When the ACC Criminology interns are welldressed and wear their uniforms clean, neat and confident, their

appearances impresses the clients. In addition, the client perception of tangibility dimension ranked at the highest level 4.45 (very satisfied). All the perception scores have exceeded the expectation towards the service quality the ACC criminology interns had offered. Wong et al (1990) states that the best predictor of overall service quality was related to the tangible behavior and appearance of interns, this has supported the result concerning the tangibility dimension.

Competence The competence dimension refers to the possession of the required skills and knowledge to perform the services. It involves knowledge and skill of the contact personnel, knowledge and skill of operational support personnel, research capability of the organization. Table 6. Client satisfaction concerning competence Competence 5. The Criminology interns work correctly 6. The Criminology Interns provide you accurate information 7. The Criminology Interns admit mistakes and readily correct it 8. The Criminology Interns are not late in daily duties Over-all mean score Clients' Expectation Mean S.D. Level 3.50 .53 Satisfied 3.40 .56 Satisfied 3.38 .55 Satisfied 3.27 .49 Satisfied 3.35 .48 Satisfied 4.32 .78 Very Satisfied 4.28 .94 Clients' Perception Mean S.D. Level 4.38 .58 Very Satisfied 4.28 .78 Very Satisfied 4.32 .77 Very Satisfied

Table 6 shows the overall expectation and perception towards the competence dimension of ACC criminology interns. The expectation of the clients scored in general at satisfied (3.35) level, the accuracy of the interns in working ranked to be the best quality at satisfied (3.50). Most of the clients expected that since the ACC Criminology Interns have been exposed to different field of works as future criminologist, theyre competent to deliver accurate services.

Overall satisfaction of perception towards competence dimension was also at the highest level 4.32 (very satisfied). Similar to the expectation, the accurate provided services of the interns received the highest perception at very satisfied (4.38). This may be because the criminology interns provide services correctly the first time and keep their promises at its best quality.

Responsiveness The responsiveness dimension involves willingness to help customers and provide prompt services (Zeithaml et al., 1988). It is essential that the ACC Criminology Interns are willing and able to help clients provide prompt service and meet client expectation. In addition, professionalism in handling and recovering from mistakes are also core values of this dimension. Table 7. Client satisfaction concerning responsiveness Responsiveness
9. The Criminology Interns inform exactly when services will be provided for the clients 10. The Criminology Interns are prompt when asked for help 11. The Criminology Interns does not hesitate to do what is asked to them 12. The Criminology Interns are willing to offer help and support you Over-all mean score

Clients' Expectation Mean S.D. Level 3.38 .49 Satisfied 3.33 3.37 .48 Satisfied .49 Satisfied 3.33 .48 Satisfied 3.39 .54 Satisfied

Clients' Perception Mean S.D. Level 4.45 .65 Very Satisfied 4.55 4.48 .59 .70 Very Satisfied 4.58 .59 Very Satisfied Very Satisfied Very Satisfied

4.52

.63

Table 7 shows that the overall expectation towards responsiveness dimension was at the satisfied level (3.39). The Criminology Interns inform exactly when services will be provided for the clients received the highest score of expectation at satisfied level (3.38). It may describe that clients expect that the ACC Criminology interns will inform them promptly when services are to be offered. This shows that the ability of the interns to respond to clients requests will be reflected to clients satisfaction as core factors to achieved greater satisfaction. The overall perception satisfaction towards responsiveness

dimension was very satisfied at (4.52). But different from the expectation satisfaction, The Criminology Interns are willing to offer help and support you received the highest level of satisfaction with 4.58 (very satisfied). These findings are consistent with Parasuraman et al. (1998), who measured clients perceptions of service quality. They found that responsiveness was the most important factor in determining client satisfaction with service.

Courtesy The courtesy dimension involves politeness, respect, consideration, and friendliness of the Criminology Interns. In addition, it also involves the discipline, mannerism and the way the interns behaves with their respective clients.

Table 8. Client satisfaction concerning courtesy Courtesy (Discipline)

13. The Criminology Interns says Good Morning or Good Afternoon 14. The Criminology Interns speak with you in appropriate address forms (e.g. Sir, Maam) 15. The Criminology Interns behaves properly 16. The Criminology Interns does not make noise and involve to fights

Clients' Expectation Mean S.D. Level 3.32 .54 Satisfied 3.23 .46 Satisfied 3.30 3.20 .59 Satisfied .51 Satisfied 3.26 .53 Satisfied

Clients' Perception Mean S.D. Level 4.38 .88 Very Satisfied 4.52 .70 Very Satisfied 4.35 3.33 .94 .97 Very Satisfied Very Satisfied Very Satisfied

Over-all mean score

4.15

.55

Table 5 shows that overall expectation towards courtesy dimension was satisfied at level (3.26), with The Criminology Interns says Good Morning
or Good Afternoon ranking at (3.32) as most important expected quality of the ACC Criminology interns. Most of the clients based on the findings expect that interns should always say Good Morning or Good Afternoon as proper courtesy. Perception of courtesy dimension ranked at very satisfied level (4.15), with speaking in the appropriate address forms being the most important factor (4.52). Criminology interns have proved that they used appropriate address forms in speaking with clients like police officers in Aklan Police Provincial Office. Communication

The communication dimension involves keeping clients informed in

language they can understand. It means listening to clients, adjusting its language for different people and speaking simply and plainly with a novice. It also involves development of rapport and confidence. Table 9. Client satisfaction concerning communication Communication
17. The Criminology Interns talks clear and understandable language 18. The Criminology Interns can communicate to you effectively in English. 19. The Criminology Interns develops good rapport. 20. The Criminology Interns listen to your instructions attentively.

Clients' Expectation Mean S.D. Level 3.45 .53 Satisfied 3.32 .54 Satisfied 3.38 3.38 .56 Satisfied .52 Satisfied 3.38 .54 Satisfied

Clients' Perception Mean S.D. Level 4.32 .79 Very Satisfied 4.03 .94 Very Satisfied 4.37 4.53 .76 .60 Very Satisfied Very Satisfied concerning Very Satisfied

Over-all mean score

4.31

.80

Table

showed

that

the

overall

expectation

communication dimension at satisfied level (3.38). The development of good rapport and attentive listening was considered the most important (3.38) expectation. Table 9 shows that overall perception of communication dimension was at the very satisfied level (4.31) similar to the preceded dimensions. Perception of the attentive listening of criminology interns in instructions

ranked as the core factor at (4.53) very satisfied. The results indicated that the interns are enthusiastic, attentive and focus to the instructions given by the clients like police officers or teachers. According to Crompton et al. (1991), staff like interns should make clients feel like they belong. This statement is consistent with the definition communication which rapport and effective communication is important.

Overall client satisfaction towards service quality Table 10. Overall mean score of client satisfaction towards service quality Dimensions Clients' Expectation Mean S.D. 3.35 .48 3.35 3.39 3.26 3.38 3.35 .48 .54 .53 .54 .05 Level Satisfied Satisfied Satisfied Satisfied Satisfied Satisfied Clients' Perception Mean S.D. Level 4.45 .70 Very Satisfied 4.32 .78 Very Satisfied 4.52 .63 Very Satisfied 4.40 .88 Very Satisfied 4.31 .80 Very Satisfied 4.40 .09 Very Satisfied

Tangibility Competence Responsiveness Courtesy Communication Overall mean

Table 7 shows that overall satisfaction of expectation towards the five dimensions was scored satisfied at (3.35). The result of clients expectation showed that responsiveness was at satisfied level (3.39), followed by communication dimension was at satisfied level (3.38), tangibility and competence tied at (3.35) and last was courtesy at (3.26). This result shows

that clients expect the interns to be responsive and prompt in delivering services. Overall satisfaction of perception towards the five dimensions was at a very satisfied level (4.40). All the five perceived dimensions had surpassed the expectation of the clients. Most of the clients perceived again responsiveness as the most important dimension at (4.52). It is to be followed by tangibility (4.45), courtesy (4.40), competence (4.32) and communication (4.31).

Discrepancy gap between clients expectation and perception level towards service quality of ACC Criminology interns The discrepancy gap is calculated between the mean score of expectation and perception. The findings of the study showed the difference between expectation and perception as shown in the table below.

Table 8. Discrepancy gap of clients expectation and perception towards the service quality of ACC Criminology interns Dimensions Tangibility Competence Responsiveness Courtesy Clients' Expectation 3.35 3.35 3.39 3.26 Clients' Perception Discrepancy GAP 4.45 1.00 4.32 4.52 4.40 0.97 1.13 1.13

Communication Overall mean

3.38 3.35

4.31 4.40

0.72 1.05

Table 8 demonstrates the gap between clients expectation and perception. The study shows that the overall level of perception of all dimensions was higher than level of expectation. This positive gap indicates that clients are satisfied with the services. Courtesy and Responsiveness was the most important dimension with the highest positive gap (1.13). Clients comments and suggestions towards the service quality of ACC Criminology Interns Table 7. Clients suggestion Clients' suggestion Compliments Complaints Total No. Respondents 37 23 60 Percentage 62% 38% 100%

Table 7 shows that the majority (62%) of the clients of ACC Criminology Interns complimented the service quality they offered. Some clients reported that the ACC Criminology Interns does not hesitate to offer help to clients and provide services in a quick and smooth manner. Also, the way the ACC Criminology Interns wear their uniforms impressed the clients. On the other hand, (38%) of the respondents made complaints and suggest skills to be improved.

CHAPTER III

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

This chapter presents the summary of findings in the study, conclusion and recommendation of the study.

Summary of Findings The researchers aimed to determine the client satisfaction towards the service quality of the Aklan Catholic College Criminology Interns. More specifically, it sought answers to the following questions: 1. What is the demographic profile of the clients of the Criminology

Interns of the ACC Criminology Education Department? 1.1 1.2 1.3 1.4 2. Age Gender Civil Status Profession

What is the clients satisfaction towards the quality of service of

ACC Criminology Interns in terms of: 2.1 2.2 Tangibility Competence

2.3 2.4 2.5 3.

Responsiveness Courtesy Communication

What is the overall clients satisfaction towards the service

quality of ACC Criminology Interns? 4. Based on for the findings of of this the study, service what quality are of the ACC

recommendations

improvements

Criminology Interns?

This study was conducted during the school year 2011-2012. Sixty (60) randomly selected clients of the ACC Criminology Interns from Aklan Catholic College (ACC), Kalibo Police Station (KPS), Aklan Police Provincial Crime Lab (APPCL) and the Aklan Police Provincial Office (APPO). The self-made questionnaire-checklist was the primary instrument used in securing the needed information. The close-ended questions were asked to identify the written items which the respondents had just check. The descriptive method of research was used to know the level of client satisfaction towards the service quality of the Aklan Catholic College Criminology Interns in 5 dimensions based on Parasuraman etal. 1991. The five dimensions are tangibility, competence, responsiveness, courtesy and communication.

Significant findings as follows were noted: 1. Majority of the respondents are male (58%), single (57%), 25 years old below (40%) and employees (58%). 2. We found out that the criminology interns most vital factor is responsiveness scoring very satisfied. Most of the clients identified that the interns are prompt, effective and responsive in the delivery of quality services. But in courtesy dimension, the criminology interns scored the lowest
satisfaction level receiving from interns does not make noise and involve to fights as the lowest factor at satisfied. 3. And lastly, the ACC Criminology Interns received a positive

satisfaction from all the clients at a very satisfied level. Courtesy and Responsiveness was the most important dimension with the very satisfied. The results revealed that politeness, respect, consideration, and friendliness covered in courtesy. And also willingness to help clients and provide prompt service such as quick service, professionalism in handling and recovering from mistakes of the ACC. The ACC Criminology Interns also understood and exceeded clients expectation of service quality in all dimensions. 4. The result shows that, some clients complained the lack of proper etiquette, politeness and discipline. Clients also suggested that criminology interns must develop their English proficiency and rapport. Conclusions

After the researchers had thoroughly studied the findings in this study, the following conclusions were arrived at in response to the questions posed. 1. The researchers concluded that majority of the respondents are male compared by the females. Most of them are single, 25 years old below and employees. 2. The researchers also concluded that in terms of the five dimensions tangibility, competence, responsiveness and communication the

criminology interns have exceeded that expectation of the clients and received a Very Satisfied satisfaction towards the service quality. But unfortunately, among the five dimensions courtesy received a satisfied level only. 3. The researchers concluded that the overall client satisfaction towards the service quality of the ACC Criminology interns was Very Satisfied.

Recommendation

Based on the foregoing findings and conclusions, the researchers draws out the following recommendations: 1. The researchers recommend that the criminology interns must continue to develop the skills they possessed through continuing

education, participation in seminars and counseling. And improve the five dimension of service quality especially the courtesy discipline where they scored as lowest satisfaction. 2. The researchers recommend that to develop the low satisfaction in courtesy, interns should always be disciplined at all times. Avoid making noise and must behave properly. 3. The researcher recommend that administrators and curriculum planners should also design excellent and relevant instruction suited to the demands of the clients which could help them develop all the five dimension to further improve the service quality of ACC Criminology Interns. Moreover, future researchers should conduct further studies in this area so they may be able to apply the results of this study. Also, it may be the best way to evaluate the level of clients satisfaction towards the

service quality of interns to determine their lowest and highest quality. And further improve the services.