Service Quality and Customer Satisfaction of Entrepreneurship Students’ Business Plan Ventures

Abstract

This study examined the relationship between service quality and customer satisfaction of the business plan ventures of students in BS Entrepreneurship at the Calabanga Community College. The study looked across service dimensions of 1.) tangibles, 2.) reliability, 3.) responsiveness, 4.) assurance and 5.) empathy.

Similarly, it measured customer satisfaction through the 4Ps 1.) product, 2.) price, 3.) place and 4.) Through a thematic analysis the study explored the opportunities and challenges encountered in the course of the business plan implementation. The results showed found that there was a high level of service quality and customer satisfaction for the business plan ventures and a strong correlation across all dimensions. Finally, it was revealed that price points, product offerings, online presence and seasonal offerings were the main opportunities whereas hygiene, marketing and physical aspects were the main challenges. These results suggest that service quality levels could impact the satisfaction of customers towards a business and that action plans must crafted to improve the service quality and customer satisfaction levels of the business plan implementation ventures. Specific attention must be given to address the issues identified.