The study was conducted from August 2018 to March 2019 in the JRS Express, Molino III, Bacoor Cavite, to know the effect of service quality on customer satisfaction on local business like JRS Express. Specifically, the study aimed to 1. Know the demographic profile of selected customer; 2. Know the dimension of service quality of JRS Express; 3. Know the factors affecting the customer satisfaction; 4. Know the effect of JRS Express service quality on customer; 5. Identify if there is a significant effect between dimension of service quality and the factors affecting customer satisfaction in JRS Express; 6. Identify if there is a significant effect between dimension of service quality and the effect of service quality in JRS Express. The descriptive research design was used in the study.
The study participated in the total of 86 participants selected through purposive sampling. The respondents of the study came from customers of JRS Express Molino IV, Bacoor City, Cavite. Quantitative method was used in order to reach the following objectives such as percentage, weighted mean and Likert scale. Person r is used to determine the significant effect between the dimensions of service quality and factors affecting customer satisfaction and dimensions of service quality to the effect of service quality in customers of JRS Express Molino IV.
The study showed that most of the respondents of this study were female, 21-30 years old, and self-employed.
The respondents rated dimensions of service quality in JRS Express as always reliable, have assurance, quality tangibles, employees have empathy and always responsive. That study revealed that assurance and empathy have the highest general weighted mean as dimensions of service quality. This dimension of service quality helps the company to know what they lack and what they have to improve. This also helps employees to know more about what customers are usually into.
The study revealed that most of the respondents are extremely satisfied in the service, customer service and staff assistance, offered to price, and delivery service. The study showed that among all the factors, service got the highest weighted mean. In effect, most of the respondents are having the re-patronage intention and word of mouth intention. But study showed that word of mouth has the highest general weighted mean. This implied that dimensions of service quality and factors affecting customer have a significant effect with each other. Therefore, good service quality result produces re-patronage intention and word of mouth intention into the customers.
 

The study was conducted from August 2018 to March 2019 at JRS Express, Molino IV, Bacoor City, Cavite. It aimed to determine the effect of service quality on customer satisfaction in a local business setting. Specifically, it investigated the demographic profile of selected customers, dimensions of service quality at JRS Express, factors affecting customer satisfaction, and the significant relationship between service quality dimensions and customer satisfaction factors. The research employed a descriptive design and quantitative method, using purposive sampling of 86 respondents. Findings indicated that most customers rated JRS Express as reliable, assuring, and empathetic, with assurance and empathy receiving the highest ratings. The study concluded that good service quality significantly influences customer satisfaction, leading to re-patronage and positive word-of-mouth intentions. 

Corbeta, J. W. M., Etado, S. M., & Macapaz, S. G. V. (2019). The effect of service quality on customer satisfaction: A study in JRS Express in Molino IV, Bacoor Cavite (Undergraduate thesis, Bachelor of Science in Business Management). Cavite State University – Bacoor City Campus.