Measuring Human Resource Management Service Quality in a Philippine Government Research Institute Using the SERVQUAL Framework
Keywords:
Employee expectations and perceptions, Human Resource Management Office (HRMO), Public sector organizational effectiveness, SERVQUAL framework, Service quality assessmentAbstract
This study measured the service quality of the Human Resource Management Office (HRMO) in a Philippine Government Research Institute using the SERVQUAL framework, which evaluates five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive-quantitative design and collected 277 employee responses, exceeding the recommended sample size, to measure the gap between employees’ expectations and perceptions of HRMO services. The Wilcoxon signed-rank test was used to assess the significance of service quality gaps. The findings revealed that, across all dimensions, expectations consistently exceeded perceptions, indicating significant service quality gaps (p < .001). The most significant gaps were observed in reliability (0.42), responsiveness (0.40), and empathy (0.38), suggesting that employees desire more dependable, timely, and personalized HR services. Smaller but significant gaps appeared in assurance (0.33) and tangibles (0.32), showing that HR professionalism and facilities are essentially meeting expectations. Additional analyses highlighted variability in employee experiences and differences between employees whose expectations were met, unmet, or exceeded. The study concludes that while the HRMO demonstrates commendable service quality, strategic improvements in reliability, responsiveness, and empathy are essential to enhance employee satisfaction, trust, and overall organizational effectiveness.
Downloads
References
Abraha, H. (2025). Navigating workers’ data rights in the digital age. In ILO eBooks. https://doi.org/10.54394/mluh5441
Agha, H.N., Eyupoglu, S.Z., & Tashtoush, L. (2025). The relationship between human resource management practices and organizational innovation: The mediated role of human capital within the banking sector in North Iraq. Sustainability, 17(14), 6330. https://doi.org/10.3390/su17146330
Akbar, R.S., Abdurahman, A., Nursanto, G.A., & Hartati, B. (2025). Digitalization, organizational change, and human resource management at the Immigration Polytechnic. Annals of Human Resource Management Research, 5(3), 1–12. https://doi.org/10.35912/ahrmr.v5i3.2838
Al-Balas, S., Al-Maqableh, H., Athamneh, S., & Odeibat, A. (2024). Quality status: A SERVQUAL approach to evaluate the effect of the quality of healthcare services on patient satisfaction in Jordan. International Journal of Healthcare Management, 18(2), 351–367. https://doi.org/10.1080/20479700.2024.2310375
Alharbi, A.M., Alshammari, A.A., & Naqvi, H.A. (2022). The gap between the perceptions and expectations of quality of services delivered to the participants at the scientific conferences using the University of Hafr Al Batin as a model. Frontiers in Psychology, 13, 909489. https://doi.org/10.3389/fpsyg.2022.909489
Almarinez, J. (2025). Beyond algorithms: The strategic integration of artificial intelligence in human resource management. International Journal of Management and Organizational Research, 4(4), 75–80. https://tinyurl.com/ms2xrv7k
Al-Taie, M., & Khattak, M.N. (2024). The impact of perceived organizational support and human resources practices on innovative work behavior: Does gender matter? Frontiers in Psychology, 15. https://doi.org/10.3389/fpsyg.2024.1401916
Amissah-Wilson, J., & Segbenya, M. (2025). Emotional intelligence and employee productivity in a developing economy: Analysing the moderating and mediating effect of gender and teamwork. Humanities and Social Sciences Communications, 12(1). https://doi.org/10.1057/s41599-025-05255-3
Arokiasamy, A.R., Khoudari, S. S. S. A., Wider, W., Hossain, S. F. A., & Tanucan, J.C. (2025). Unlocking innovation: The mediating role of perceived organizational support in inclusive leadership and employee innovative behavior in Malaysia’s service sector. International Journal of Innovative Research and Scientific Studies, 8(3), 4669–4678. https://doi.org/10.53894/ijirss.v8i3.7583
Aydemir, S., & Kıpçak, E. (2024). The impact of internal service quality and ethical leadership on employee performance. Sustainability, 16(21), 9446. https://doi.org/10.3390/su16219446
Brown, D., Pattinson, S., Sutherland, C., & Davies, M. (2025). Internal marketing and organizational performance: A systematic review and future research agenda. Journal of Business Research, 194, 115384. https://doi.org/10.1016/j.jbusres.2025.115384
Bui, H., Liu, G., & Footner, S. (2016). Perceptions of HR practices on job motivation and work-life balance. International Journal of Manpower, 37(6), 1004–1023. https://doi.org/10.1108/ijm-12-2015-0214
Bulińska-Stangrecka, H., & Bagieńska, A. (2019). HR practices for supporting interpersonal trust and its consequences for team collaboration and innovation. Sustainability, 11(16), 4423. https://doi.org/10.3390/su11164423
Cai, G., Guo, L., & Li, X. (2025). Perceived organizational support on compassion fatigue among kindergarten teachers: A chain mediation model analysis of professional identity and emotional intelligence. BMC Psychology, 13(1), 960. https://doi.org/10.1186/s40359-025-03299-3
Chitambala, C., & Marvin, K. (2025). Analyzing the effectiveness of Electronic Human Resource Management Systems on Human Resource Performance (e-HRM): A case study of the Kalumbila mining sector. Journal of Exceptional Multidisciplinary Research, 2(1), 23–46. https://doi.org/10.69739/jemr.v2i1.301
Chowdhury, M.A.M., & Ahmed, R. (2025). The role of Human Resource Information Systems (HRIS) in decision-making effectiveness and organizational efficiency: Perceptual analysis on service sector employees. Journal of Research Innovation and Technologies (JoRIT), 4(3), 309–321. https://doi.org/10.56578/jorit040306
Curioso, H. (2025). Assessing the factors influencing service quality of restaurants in Naga City. Cognizance Journal of Multidisciplinary Studies, 5(2), 267–281. https://doi.org/10.47760/cognizance.2025.v05i02.019
Dang, L.H., Vuong, B.N., & Huan, D.D. (2025). How human resource management practices promote job performance through innovative work behavior: Does innovative climate matter? Cogent Psychology, 12(1). https://doi.org/10.1080/23311908.2025.2498245
De Alwis, A.C., Andrlić, B., & Šostar, M. (2022). The influence of E-HRM on modernizing the role of HRM context. Economies, 10(8), 181. https://doi.org/10.3390/economies10080181
Delos Santos-Suñga, C., & Moreno, F. (2024). Evaluating the effectiveness of human resource information systems in enhancing administrative efficiency: A case study of the Zamboanga City local government. Research Gate. https://doi.org/10.13140/rg.2.2.34458.15042
Diep, T.P.T., & Horváthová, P. (2025). Human resource management, employee well-being, and performance: A systematic review. Human Systems Management. https://doi.org/10.1177/01672533251355886
Ha, N.M., & Diem, P.T. (2025). Boosting human resource professionalism in change leadership to foster organizational commitment. Future Business Journal, 11(1). https://doi.org/10.1186/s43093-025-00571-1
Haryadi, Y.I., Sariwulan, R.T., & Parimita, W. (2025). The influence of perceived organizational support and meaningful work on turnover intention through job satisfaction as an intervening variable. International Journal of Social Discussion, 2(2), 110–125. https://doi.org/10.59613/ijsd.v2i2.8
Hidayat, T., & Fitria, Y. (2025). The influence of perceived organizational support on subjective career success with career adaptability as a mediating variable on employees of the Finance Department and Human Resources Department of PT. Semen Padang. Journal of Management and Administration Provision, 5(3), 538–550. https://doi.org/10.55885/jmap.v5i3.768
Hijazi, H.A. (2025). The effect of perceived organizational support (POS) on training outcomes at the Jordanian Social Security Corporation (SSC): The psychological safety as a mediating variable. International Journal of Academic Research in Accounting, Finance and Management Sciences, 15(2). https://doi.org/10.6007/ijarafms/v15-i2/25584
Höllig, C., Ademi, E., & Tumasjan, A. (2025). Employer responsiveness to online reviews: A signal of caring about employees. Human Resource Management, 64(5), 1481–1502. https://doi.org/10.1002/hrm.22316
Ibrahim, N.H., Makhbul, Z.K.M., Kamarul, C.W., Ahmad, H.C.W., & Dzulkarnain, S.N.Z.H. (2024). Service quality and internal customer satisfaction amidst the pandemic. Akademika, 94(1), pp. 53–66, [Journal-article].
Idowu, E. (2025). Ethical considerations in managing employee data privacy in HR information systems. ResearchGate. https://www.researchgate.net/publication/395454876
Iqbal, S., Litvaj, I., Drbúl, M., & Rasheed, M. (2023). Improving quality of Human Resources through HRM practices and knowledge sharing. Administrative Sciences, 13(10), 224. https://doi.org/10.3390/admsci13100224
Ismailova, R., Chynybaev, M., Orunbaev, S., Omurov, N., Kalygulova, S., Zhumadilov, A., Isaeva, G., & Sirmbard, S. (2025). A comparative analysis of service quality and student perceptions in Kyrgyzstan’s Higher Education Institutions. Cogent Education, 12(1). https://doi.org/10.1080/2331186x.2025.2502202
Jehanzeb, K., & Bashir, N.A. (2025). Does psychological contract fulfillment mediate the relationship between organizational culture and affective commitment? Leader-member exchange as moderator. Sage Open, 15(1). https://doi.org/10.1177/21582440251328705
Jiang, Y., Cai, Z., & Wang, X. (2025). Leverage Generative AI for human resource management: Integrated risk analysis approach. The International Journal of Human Resource Management, 36(11), 1929–1959. https://doi.org/10.1080/09585192.2025.2544972
José, D., Palma-Moreira, A., & Au-Yong-Oliveira, M. (2025). Organizational culture and perceived performance: Mediation of perceived organizational support and moderation of motivation. Administrative Sciences, 15(8), 307. https://doi.org/10.3390/admsci15080307
Khanyile, S.S., Young, M.E.M., Malema, M.J., & Leach, L. (2025). Quality service framework to enhance service quality in public recreation hubs: A Delphi study. World Leisure Journal, 1–30. https://doi.org/10.1080/16078055.2025.2540331
Khorasani, P., Kamrani, A., Khaze, S.M., & Ghasemi, H. (2025). Nurses’ attitudes toward professional attire: A cross-sectional study of preferences for scrubs versus white coats. BMC Nursing, 24(1), 976. https://doi.org/10.1186/s12912-025-03629-1
Kim, J., Ba, Y., Kim, J.-Y., & Youn, B.-Y. (2025). Patient perception of physician attire: A systematic review update. BMJ Open, 15(8), e100824. https://doi.org/10.1136/bmjopen-2025-100824
Kumar, P., Tiwari, S., & Devka, K. (2025). Impact of Human Resource Information System (HRIS) on employee productivity in service sector: SmartPLS basedanalysis. Delhi Business Review, 25(2), 65–75. https://doi.org/10.51768/dbr.v25i2.252202407
Laxmi, S.T. (2025). Service quality and customer satisfaction in the hotel industry. Theseus. https://urn.fi/URN:NBN:fi:amk-202505059090
Lee, K.-Y., & Park, K. (2024). The perception of HRM, trust between employees, and organizational satisfaction in public institutions: The case of Korea. Journal of Infrastructure Policy and Development, 8(10), 8251. https://doi.org/10.24294/jipd.v8i10.8251
Liao, C., Li, Z., & Huang, L. (2024). How does psychological contract breach affect employee silence? A moderated mediation model. Sage Open, 14(4). https://doi.org/10.1177/21582440241299601
Liu, X., Sha, Y., & Yu, X. (2022). The impact of developmental HR practices on career self-management and organizational citizenship behavior: A moderated mediation model. Psychology Research and Behavior Management, Volume 15, 1193–1208. https://doi.org/10.2147/prbm.s355376
Ma, G., Wu, W., Liu, C., Ji, J., & Gao, X. (2024). Empathetic leadership and employees’ innovative behavior: Examining the roles of career adaptability and uncertainty avoidance. Frontiers in Psychology, 15, 1371936. https://doi.org/10.3389/fpsyg.2024.1371936
Mahapatra, A.K., Rath, N., & Varma, R. (2025). Human resource information systems, human resource practices, employee engagement and employee performance. Academy of Marketing Studies Journal, 29(6), 1–251. https://tinyurl.com/bdcnv6ue
Mahmoud, M.H., Ali, A.A., Alrifae, A.A., Eitah, R.A., & AlZubi, M.M. (2025). The impact of digital HRM system and digital transformation on HR efficiency with organizational agility as a moderator. Discover Sustainability, 6(1). https://doi.org/10.1007/s43621-025-01713-9
Maiti, J., Dewangan, H., Kalinga University, Jacob, E., & New Delhi Institute of Management. (2025). Creating empathy-based training programs for HR teams supporting cultural information workers. TPM (Vol. 32, Issue S2, pp. 1937–1938). https://www.tpmap.org/
Malaluan, M.J. (2025). Assessment of automation in Human Resource Management in selected medium enterprises: Inputs for developing a Human Resource Information System. International Journal of Novel Research and Development, 10(3), pp. c91–c92). https://ijnrd.org/papers/IJNRD2503209.pdf
Mascarenhas, C., Galvão, A.R., & Marques, C.S. (2022). How perceived organizational support, identification with organization and work engagement influence job satisfaction: A gender-based perspective. Administrative Sciences, 12(2), 66. https://doi.org/10.3390/admsci12020066
Mascariñas, R., Jr., Solatorio, J.D., Rafols, E.F.L., Mordeno, E.R., Rarugal, J.P., Velasco, L.C., Ramos, J.M., & Aung, N.L. (2025). Human Resource Information Systems in Higher Education Institutions: A systematic review. International Journal of Computing and Digital Systems, 18(1), 1–18.
McManus, H., Dundon, T., & Lavelle, J. (2025). “Workin for a Livin”: Mediating the role of perceived support, work engagement, and organizational citizenship behavior in the hospitality sector. International Journal of Hospitality Management, 126, 103983. https://doi.org/10.1016/j.ijhm.2024.103983
Mushumba, A., & Nyirenda, M. (2024). Effects of Human Resource Information System (HRIS) functions on performance of public institutions: A case of Zambia Air Force (ZAF). Open Journal of Business and Management, 13(01), 24–40. https://doi.org/10.4236/ojbm.2025.131002
Muss, C., Tüxen, D., & Fürstenau, B. (2025). Empathy in leadership: A systematic literature review on the effects of empathetic leaders in organizations. Management Review Quarterly. https://doi.org/10.1007/s11301-024-00472-7
Negt, P., & Haunschild, A. (2024). Exploring the gap between research and practice in human resource management (HRM): A scoping review and agenda for future research. Management Review Quarterly, 75(1), 837–879. https://doi.org/10.1007/s11301-023-00397-7
Oglesby, M., Boudreaux, M., & Manix, K. (2025). Reputation matters: How HR personnel reputation and organizational trust influence the reporting of sexual harassment. Corporate Reputation Review. https://doi.org/10.1057/s41299-025-00228-3
Oluwafemi, T.B., & Ogundana, O.M. (2025). Revamping performance management: Exploring front-line managers’ roles through an HR co-creation lens. Employee Responsibilities and Rights Journal. https://doi.org/10.1007/s10672-025-09561-5
Opoku, F.K., & Boateng, R.K. (2024). Employee engagement, perceived organizational support, and job performance of medical staff at the Cape Coast Teaching Hospital. PLOS One, 19(12), e0315451. https://doi.org/10.1371/journal.pone.0315451
Oyedeji, B.A., Ko, Y.H., & Lee, S. (2025). Physical work environments: An integrative review and agenda for future research. Journal of Management, 51(6), 2589–2626. https://doi.org/10.1177/01492063251315703
Pace, F., Ingusci, E., Signore, F., & Sciotto, G. (2021). Human Resources Management practices perception and extra-role behaviors: The role of employability and learning at work. Sustainability, 13(16), 8803. https://doi.org/10.3390/su13168803
Pataraia, N., Jinchveladze, T., & Magalashvili, T. (2024). Examining citizens’ expectations and perceptions about service quality in public sector: Adapting a hybrid public service quality model to the local context. Journal of Nonprofit & Public Sector Marketing, 37(1), 105–132. https://doi.org/10.1080/10495142.2024.2352851
Pauli, U., & Dudek, A. (2025). Young HRM professionals’ perception of supportive work environment – Identifying expected changes in employment settings. Journal of Organizational Change Management, 38(8), 71–91. https://doi.org/10.1108/jocm-03-2024-0149
Quach, S., Jebarajakirthy, C., & Thaichon, P. (2017). Aesthetic labor and visible diversity: The role in retailing service encounters. Journal of Retailing and Consumer Services, 38, 34–43. https://doi.org/10.1016/j.jretconser.2017.05.004
Raja, M., Swamy, T.N.V.R.L., Das, S., Bansal, R., Fahlevi, M., & Aziz, A.L. (2024). Does human resource information system influence performance management? Cogent Business & Management, 12(1). https://doi.org/10.1080/23311975.2024.2438862
Rana, M., Mollah, M.A., & Hossen, M.A. (2025). Determinants of continuous usages of E-HRM: An empirical evidence from Bangladesh. Journal of Human Resource and Sustainability Studies, 13(02), 205–225. https://doi.org/10.4236/jhrss.2025.132012
Rathor, A.S., Kumar, M., & Bellary, S. (2025). Decoding internal customer satisfaction in services firms through the lens of ability, motivation and opportunity framework using text mining approaches. Journal of Retailing and Consumer Services, 86, 104342. https://doi.org/10.1016/j.jretconser.2025.104342
Revillod, G. (2025). Trust influence on AI HR tools perceived usefulness in Swiss HRM: The mediating roles of perceived fairness and privacy concerns. AI & Society, 40(6), 4789–4822. https://doi.org/10.1007/s00146-025-02216-x
Rodhi, N.N. (2025). Strategy to improve human resource performance in construction services companies. Annals of Human Resource Management Research, 5(1), 199–207. https://doi.org/10.35912/ahrmr.v5i1.2924
Saeed, M.E., Maarouf, H.M., & Younis, R.A.A. (2025). The role of HRM-service quality in the relationship between electronic human resource management and perceived performance. Future Business Journal, 11(1). https://doi.org/10.1186/s43093-024-00415-4
Shamila, L., & Hasarindi, E. (2025). The determinant factors for affecting human resource information system usage. International Journal of Research and Innovation in Social Science, IX(V), 4326–4339. https://doi.org/10.47772/ijriss.2025.905000331
Shetty, R., Kamath, G., Rodrigues, L., Devi, N.R., & Shetty, S.R. (2025). Impact of the physical environment on employee satisfaction in private hospitals. Buildings, 15(11), 1848. https://doi.org/10.3390/buildings15111848
Shetty, R., Kamath, G., Rodrigues, L., Nandineni, R.D., & Shetty, S.R. (2024). The impact of the physical environment on staff in healthcare facilities: A Systematic literature review. Buildings, 14(9), 2773. https://doi.org/10.3390/buildings14092773
Shukla, S. (2025). Role of electronic human resource management (E-HRM) application to optimize the human resource management functions. International Journal of Research in Human Resource Management, 7(1), 449–454. https://doi.org/10.33545/26633213.2025.v7.i1e.300
Singh, D., & Singh, A. (2025). Emotional intelligence: A catalyst for the management of remote workforce. International Journal of Research in Human Resource Management, 7(1), 16–20. https://doi.org/10.33545/26633213.2025.v7.i1a.249
Starecek, A., Babelova, Z.G., & Vranakova, N. (2025). Development of Human Resource Management due to technological, social, and legal changes: Editorial for the special issue “New Challenges and Directions in the Development of Human Resource Management.” Administrative Sciences, 15(11), 438. https://doi.org/10.3390/admsci15110438
Syrigou, A., & Williams, S. (2023). Professionalism and professionalization in human resources (HR): HR practitioners as professionals and the organizational professional project. Journal of Professions and Organization, 10(2), 151–164. https://doi.org/10.1093/jpo/joad008
Tanyag, I. (2025). The evolving role of Human Resource officers: Insights from a narrative review. Cognizance Journal of Multidisciplinary Studies, 5(3), 384–397. https://doi.org/10.47760/cognizance.2025.v05i03.030
Van, V.H., Pham, D.N., Tram, N.T.M., & Trang, L.T.T. (2025). How HR professionalism and employee voice drive organizational commitment and engagement. Edelweiss Applied Science and Technology, 9(4), 1745–1766. https://doi.org/10.55214/25768484.v9i4.6377
Verma, A., & Upahaya, A. (2025). The role of emotional intelligence in the performance of employees: A study of the employees of private banks in U.P. International Journal of Research in Human Resource Management, 7(1), 391–395.
Viot, C., & Benraiss-Noailles, L. (2024). Advocacy versus depart: How perceived organizational support influences employee well-being and shapes their intentions. Journal of Management & Organization, 31(1), 195–214. https://doi.org/10.1017/jmo.2024.60
Virmani, N., Sharma, S., Kumar, P., Luthra, S., Jain, V., & Jagtap, S. (2025). Navigating the landscape through digital human resource management: An initiative to achieve sustainable practices. Sustainable Futures, 9, 100621. https://doi.org/10.1016/j.sftr.2025.100621
Wang, L., Zhou, Y., & Zheng, G. (2022). Linking digital HRM practices with HRM effectiveness: The moderate role of HRM capability maturity from the adaptive structuration perspective. Sustainability, 14(2), 1003. https://doi.org/10.3390/su14021003
Wang, Y., Song, K., Guo, M., & Ye, L. (2025). Back to work, running on empty? How recovery needs and perceived organizational support shape employees’ vigor upon return to work. Behavioral Sciences, 15(7), 889. https://doi.org/10.3390/bs15070889
Widiatmo, A.B., Astuti, S.D., & Waluyo, D.E. (2025). The influence of information quality on Human Resource performance through the Human Resource Information System (HRIS) and user satisfaction in the regional government of Kendal Regency. International Journal of Professional Business Review, 10(3), e05347. https://doi.org/10.26668/businessreview/2025.v10i3.5347
Widyarini, R., & Rakhman, S. (2025). Exploring discretionary HR practices and Human Resource service orientation on employee motivation and performance at PT RAF: A qualitative study based on Regulatory Focus Theory. Journal Arbitrase Economy Management and Accounting, 3(02), 1–7. https://doi.org/10.58471/arbitrase.v3i02.172
Zeithaml, V., Berry, L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35–48. https://doi.org/10.1177/002224298805200203
Zervas, I., & Stiakakis, E. (2025). HRM strategies for bridging the digital divide: Enhancing digital skills, employee performance, and inclusion in evolving workplaces. Administrative Sciences, 15(7), 267. https://doi.org/10.3390/admsci15070267
Zervas, I., & Triantari, S. (2025). Digital HRM practices and perceived digital competence: An analysis of organizational culture’s role. Digital, 5(3), 34. https://doi.org/10.3390/digital5030034
Zhang, Y., Zhang, J., & Hao, K. (2025). Boosting work engagement through leader tolerance: The chain mediation role of perceived organizational support and organizational identification. Frontiers in Psychology, 16, 1489147. https://doi.org/10.3389/fpsyg.2025.1489147
Zhao, H., Ma, Q., Yuan, Y., & Ding, T. (2025). Platform-based Human Resource Management practices of the digital age: Scale development and validation. Sustainability, 17(13), 5762. https://doi.org/10.3390/su17135762
Zhong, C., & Feng, N. (2025). Decent work in the digital era: How enterprise privacy and data rights protection enhance employee well-being. International Review of Economics & Finance, 103, 104587. https://doi.org/10.1016/j.iref.2025.104587
Zhou, X., Xiong, Q., Wang, M., Huang, L., & Zhong, M. (2025). Employees’ perception of digital human resource management changes and proactive behavior: The mediating role of work engagement and moderating effect of person-organization fit. Frontiers in Psychology, 16, 1623702. https://doi.org/10.3389/fpsyg.2025.1623702
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal of Interdisciplinary Perspectives
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
