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Level of Service Quality Provided by the

Treasurers Office of Philippine Military Academy


43

APPENDIX A
SURVEY QUESTIONNAIRE
Dear respondent,
Greetings.
We are the first class cadets of the Philippine Military Academy. We are currently
taking up the course Research 431. We are conducting the study entitled, Level of
Service Quality Provided by the Treasurers Office of Philippine Military Academy.
In this regard, may we request your participation by answering this survey
questionnaire. Rest assured that all answers from this instrument shall solely be used
for the study and will be kept in utmost confidentiality.
Hoping for your participation as we extend our appreciation for your time.
Sincerely,
1Cl Edel Mae Manalo
1Cl Albert Rempillo
1Cl Roilan Seno
1CL Jose Victor Suribas
Profile of the Respondent:
Gender: _____Male _______Female
Instructions: With the use of the scale below as basis, please assess the service quality
provided by the Treasurers Office of Philippine Military Academy in terms of its
reliability, assurance, tangibility, empathy and responsiveness.
Scale
4

Description
Very Satisfied

Interpretation
Level of service quality provided by the treasurers
office of PMA is poor.

Satisfied

Level of service quality provided by the treasurers


office of PMA is fair.

Moderately
Satisfied
Dissatisfied

Level of service quality provided by the treasurers


office of PMA is good.
Level of service quality provided by the treasurers
office of PMA is outstanding.

Statements

Level of Service Quality Provided by the


Treasurers Office of Philippine Military Academy
4
3
2
1 43

1. Ability of the encoders to confidently handle the ability of


problems/queries of the cadets
2. Ability of the encoders to be present/available to cadets at the
appropriate time (0800H)
3. Ability of the encoders to notify the cadets regarding the
date/time of their availability
4. Ability of the encoders to provide access tools that allow
cadets to check their personal account
5. Ability of the encoders to pay attention to individual cadets
need
6. Competency of the encoders in solving/answering cadets
problems and queries
7. Ability of the encoders to willingly help the cadets at all times
8. Ability of the encoders to provide services at predetermined
time
9. Ability of the encoders to give a feeling of security and
relaxation during interaction to the cadets
10.Ability to inform/accommodate the cadets at all times
11.Ability of the encoders to respect all the cadets in the CCAFP
12.Ability of the encoders to use modern and functional
equipment that allows easy access to information
13.Ability of the encoders to use electronic copy of cadets
annual CISA information that is accessible from the barracks
or classrooms
14.Ability of the encoders to use resources which I need
concerning the status of my financial account
15.Ability of the encoders to use a functional equipment (eg.
computer, server, etc.) that ease in the accounting process
and monitoring of cadets CISA
16.Ability of the encoders to be courteous at all times
17.Ability of the encoders to be compassionate and patient while
entertaining the cadets at all times
18.Ability of the encoders to use adequate and quiet space for
individual activities
19.Ability of the encoders to use functional facilities that make
the accommodation of cadets comfortable
20.Ability of the encoders to keep maintain the records of the
cadets
21.Availability of the encoders to respond to cadets needs
22.Ability of the encoders to accomplish services without much
delayed

Level of Service Quality Provided by the


Treasurers Office of Philippine Military Academy
43

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