Service Quality and Customer Satisfaction

The author conducted this study to generally find out if Enomoto Philippine Manufacturing Inc. from the customer’s point of view offers excellent quality service as a manufacturing firm. Specifically this study was guided by the following objectives: to describe the profile of the industry partner respondents in terms of length of business partnership product purchased and market location; to identify the level of service quality of Enomoto Philippines; to identify the customer satisfaction of respondents to Enomoto Philippines; to establish the relationship between service quality and customer satisfaction of Enomoto Philippines; to determine the difference of responses between service quality and customer satisfaction when grouped according to profile variables; and to propose an action plan to enhance customer satisfaction of Enomoto Philippines. In this study a survey questionnaire was used as data collection method to measure service quality and customer satisfaction of the case company.