Date of Publication


Document Type


Degree Name

Doctor of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Adviser

Louie A. Divinagracia

Defense Panel Chair

Rogelio R. Reyes

Defense Panel Member

Antonio V. Concepcion
Jose Edgar S. Mutuc
Benito L. Teehankee


Most studies on service quality and consumer satisfaction in education consider the students as customers. Literature survey indicates, however, that as far as course content and skills development are concerned, schools should look at the employers of its graduates as its customers. This study utilizes the service quality model of Parasuraman, Zeithaml and Berry (1985) to measure the gap between the expectations of prospective employers and the performance of industrial engineering (IE) graduating students in specific technical skills and personal attributes. This gap analysis pinpoints the graduating students' strengths and weaknesses relative to company expectations. The study likewise determines the ranking of Mapua IE graduates vis-a-vis the graduates of other schools, giving Mapua a snapshot of its position relative to its competitors. Results show that employers have higher expectations in terms of personal attributes than technical skills. Except for one attribute, employers rated the performance of Mapua IE graduating students as below expectation. Statistically significant gaps were identified for ten attributes. Mapua was ranked second among seven schools offering industrial engineering in Metro Manila. The overall satisfaction of employers was found to be directly proportional to both the performance of graduating students and to the positive gap between student performance and expectations. These result present an evaluation of Mapua's internal capabilities as well as an assessment of its performance relative to competitors, both of which are vital imputs to the formulation of strategic directions aimed at achieving customer satisfaction and service quality.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall


Graduate students in engineering; Strategic planning; Universities and colleges--Rating of.--Philippines; Consumer education

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