ASSESSMENT OF THE QUALITY OF SERVICE OFFERED BY THE LIFESTYLE LEARNING CENTER OF CENTRAL PHILIPPINE UNIVERSITY by Jay Melvin C. Dayaday Ronald Christopher A. Alcibar Eumar Jane A. Alsaga Jeazybell S. Calampinay Jhon Mark G. Hilisan Alvincent G. Jama Clarez Joy H. Jamelo Rommy S. Magtanong Glaudine C. Troncoso

Background of the Study Lifestyle Learning Center is just one of the fitness centers here in the Iloilo City that offers exercise programs. Every customer has an ideal expectation of the service they want to receive when they go to a restaurant or store. Service quality measures how well a service is delivered compared to customer expectations. Businesses that meet or exceed expectations are considered to have high service quality As a researchers we wanted to conduct this research study for the reason that we would like to know the quality of service offered by the Lifestyle Learning Center of Central Philippine University and why most of the customers prefer the Lifestyle Learning Center than the other fitness centers here in the Iloilo City for the future references providing that we would like to put up a fitness center in a time to come.

Objectives 1.Describe the profile of the respondents in terms of classification of members, age, sex, and educational attainment. 2. To assess the quality of services offered by Lifestyle Learning Center of Central Philippine University in terms of exercise programs, instructors, equipment, facility, rate, and environment when respondents are taken as a whole and when classified according to their personal characteristics. 3. To determine if there are significant relationships between the quality of service of Lifestyle Learning Center of Central Philippine university in terms of exercise programs, instructors, equipment, facility, rate, environment and personal characteristics of the respondents. 4. To determine if there are significant differences in the quality of service offered by Lifestyle Learning Center of Central Philippine University in terms of exercise programs, instructors, equipment, facility, rate, and environment when respondents are classified according to their personal characteristics.

Theoretical and Conceptual Framework

Significance of the Study Customers. This study will help them to choose variety of programs and equipment that will suit to their preferences specifically their workout style and value of money. University administrators. This study will help the school administrator in maintaining the safety and security of every one in using equipment and facilities as they chose to work out in the lifestyle center instead of other gyms outside the campus. Lifestyle center business. This study will help the lifestyle learning center business to understand the importance of level of satisfaction of customer to improve the quality of services offered and the retention of the customers. Researchers. The result in this study will benefit the future researchers in the field of business management as they will understand the about the importance of the quality of service in every business. Future Researchers. The study would benefit in the future researchers that they may use this as a basis for comparison and references to conduct studies based on the theories and methodology used in this study.

Scope and Limitations of the Study This study will assess the quality of service offered by the Lifestyle Learning Center of Central Philippine University for the academic year 2017-2018. The aspect looked into were the exercise program, instructor, equipment, facility, rate , and environment. It further aimed to determine the problems encounter in the quality of service offered by the lifestyle center of Central Philippine University. The descriptive method of research was employed in the study. This study will be conducted for the academic year 2017-2018 in Lifestyle Learning Center of Central Philippine University. This study will cover the clients in Monday to Friday scheduled from 7:00 AM – 11:30 AM, in lunch break 11:30 AM – 2:00 PM and in the afternoon 2:00 PM – 7:00 PM and the researcher-made questionnaire will be used to gather the data.

REVIEW OF RELATED LITERATURE

The Research Design This study aimed to assess the quality of service offered by the Lifestyle Learning Center of Central Philippine University. The descriptive-relational method of research will be employed in the study. Descriptive research is conclusive in nature, as opposed to exploratory. This means that descriptive research gathers quantifiable information that can be used for statistical interference pm your target audience through data analysis. As a consequence this type of research takes the form of closed-ended questions, which limits its ability to provide unique insights. However, used properly it can help an organization better defined and measure the significance of something about a group of respondents and the population they represent (Penwarden, 2014).

Respondents of the Study The respondents in the study are the customers from Monday to Friday scheduled from 7:00 AM – 11:30 AM, in lunch break 11:30 AM – 2:00 PM and in the afternoon 2:00 PM – 7:00 PM. They were classified according to age, sex, educational attainment and classification of membership. In determining the respondents of this study, accidental or convenience sampling will be used. Accidental or convenience sampling is a type of non-probability sampling in which a researcher pick up data or information from those who are presented at the time of research or during the conduct of data collection (David, 20017). The study will be conducted at the Lifestyle Learning Center of Central Philippine University.

Data Gathering Instrument The information and data needed for this study will be obtained from the pre-validated questionnaire-checklist given by the researchers to the participants of the study. The questionnaire-checklist is constructed by the researchers and validated by experts. The questionnaire-checklist consists of two parts and administered personally by the researchers. In the preparation of the instruments, the requirements in the preparation of a good designing the good data collection instruments were considered. For instance, a short run through of what the research about are explained on1 one on one basis for the better understanding of the respondents. The first part contained personal data of the participants including age, sex, educational attainment and classification of the customer. The second part is composed of 30 items. It contains the list of the quality of service offered by the Lifestyle Center of Central Philippine University includes: exercise programs, instructor, equipment, facility, rate and environment.

Data Gathering Procedure The data will be gathered with the use of a guided questionnaire. Each respondent will be asked to fill out a guided questionnaire. A permit to conduct the study will be obtained from the thesis adviser and an approval from the management of the Lifestyle Learning Center of Central Philippine University. The researcher will personally distribute the questionnaire to the identified respondents, so that any questions on how to answer the instrument could be explained to obtain reliable results.

Validation of the Instrument This instrument will be validated by three experts in the field. The experts examined the research instrument and revisions were made according to their comments and suggestions.

Reliability of the Instrument Cronbach Alpha Test will be used to measure reliability. It must have a result of atleast .70 or higher to be considered reliable.

Statistical Tools The Kruskal-Wallis test is a nonparametric (distribution free) test, and is used when the assumptions of one-way ANOVA are not met.  Both the Kruskal-Wallis test and one-way ANOVA assess for significant differences on a continuous dependent variable by a categorical independent variable (with two or more groups). Mean ranking is to be used to compare variable.