Service quality of selected online business enterprises as perceived by financial management students of a private higher education institution

Abstract

This study was conducted to determine the service quality given by the online business enterprises in terms of tangible, reliability, responsiveness, assurance and empathy as perceived by financial students of Central Philippine University in the year 2022. Respondents of the study are limited only to 230 Financial Management students of Central Philippine University during the school year 2021 -2022. The research participants in this study were chosen using probability sampling, specifically random sampling. The researchers used a duly validated research made questionnaire to collect the necessary data through online survey. The medium used to conduct the survey is through an active email address and Facebook messenger of the respondents and it was the channel of distribution of Google forms. The data gathered in this study determined using the following statistical tools that the researchers applied the percentage, mean, standard deviation, t-test, and ANOVA. Then the study presents the findings, results and the corresponding interpretation. The profile of the respondents which are considered as independent variables are explained and so are the dependent variables which are factors of the study. It was end with the following findings, conclusions and recommendations that thoroughly benefits the online business enterprises.