An Assessment of Service Quality Satisfaction (SQS) Among Customers of Carpentry Technicians: A Multidimensional Analysis ^†

Abstract

This study assessed the level of service quality satisfaction among customers of carpentry technicians in Cabadbaran City, with emphasis on ten service dimensions: craftsmanship, timeliness, communication, durability, price transparency, customer service, design collaboration, reputation, and after-sales service. Employing a descriptive research design, data were collected through a self-constructed questionnaire administered to customers who had previously availed of carpentry services in the city. Results indicated that overall satisfaction across all dimensions was generally positive, as reflected in customers’ agreement ratings. However, notable gaps were identified that suggest areas for improvement. Craftsmanship and timeliness emerged as the most critical concerns, with respondents citing inconsistent job quality and delays in project completion. Issues of customization and durability were also highlighted, as some customers reported limited flexibility in design options and doubts about the long-term sturdiness of products. Communication shortcomings, particularly in providing project updates and explaining processes, further affected satisfaction. Design collaboration raised concerns as several customers felt excluded from important design decisions. After-sales service received mixed evaluations, with limited follow-up once projects were completed. Price transparency was another issue, with participants expressing the need for clearer cost breakdowns and greater value for money. Reputation was considered moderately satisfactory but inconsistent due to varying customer experiences. Overall, the study emphasizes the need for carpentry technicians to strengthen critical service quality dimensions to better meet customer expectations, improve satisfaction, and enhance the sustainability of their services.

1. Introduction

Carpentry, one of the oldest skilled trades in human civilization, has historically been associated with craftsmanship, manual expertise, and the transformation of raw materials into functional and aesthetic structures. Traditionally, the profession emphasized technical mastery, accurate measurement, precise cutting, structural stability, and finishing quality. However, in today’s increasingly competitive and service-driven economy, carpentry has evolved beyond purely technical execution. Modern carpenters are expected to deliver not only structurally sound and visually appealing outputs but also responsive, reliable, and customer-centered service experiences.

This transformation reflects broader shifts in consumer expectations. Customers no longer evaluate services solely based on final product quality; they assess the entire service journey from the initial consultation and quotation process to project execution, communication updates, pricing transparency, and post-completion support. In small and community-based trades, such as carpentry, this holistic evaluation becomes even more critical because customer decisions are often influenced by word-of-mouth referrals and reputation within tight social networks. Thus, service quality satisfaction becomes a vital determinant of long-term sustainability.

The SERVQUAL framework identifies five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles [1]. These dimensions have been widely validated across industries as predictors of customer satisfaction and loyalty [2,3]. While originally developed for formal service industries, these dimensions are highly applicable to informal trades when appropriately contextualized. For example, in carpentry services, reliability manifests through meeting agreed deadlines; responsiveness is reflected in addressing design changes or concerns; assurance relates to technical competence; empathy is shown through understanding client preferences; and tangibles are demonstrated through visible craftsmanship and professionalism.

Small and medium-sized enterprises (SMEs), particularly those operating informally, face unique challenges in standardizing service quality [4,5]. Unlike corporate environments, informal trades rarely have structured customer service training, documented procedures, or quality assurance systems. As a result, service delivery may vary significantly depending on individual technician practices. While this flexibility can allow for personalization, it may also create inconsistencies that influence customer satisfaction.

Despite extensive research on service quality in sectors such as banking, healthcare, logistics, and retail [6,7], limited empirical attention has been given to skilled trades like carpentry. This gap is significant because carpentry services are highly interactive, project-based, and collaborative. Clients often participate in design discussions, request modifications, and rely heavily on trust due to the financial and functional importance of carpentry outputs in homes and commercial spaces. The absence of empirical assessment in such contexts leaves practitioners without data-driven guidance for service improvement.

In Cabadbaran City, carpentry remains a vital component of local economic activity, supporting residential construction, furniture production, and small business infrastructure. Anecdotal complaints regarding delays, communication gaps, pricing misunderstandings, and inconsistent quality have circulated within the community. However, without systematic evaluation, these concerns remain speculative. There is a clear need for structured measurement of customer satisfaction to identify strengths, weaknesses, and areas for professional development.

To address this gap, the present study employed a multidimensional service quality framework to assess customer satisfaction among carpentry technicians in Cabadbaran City. Specifically, the study aimed to assess customer satisfaction across ten service quality dimensions, including craftsmanship, timeliness, communication, customization, durability, design collaboration, price transparency, customer service, reputation, and after-sales service. It also sought to identify strengths and service gaps in local carpentry services and to provide practical recommendations for enhancing service sustainability, competitiveness, and overall client satisfaction. By applying these service quality dimensions to an informal and community-based trade, this study not only measured satisfaction levels but also provided actionable insights for local carpentry practitioners, stakeholders, and policymakers.

Ultimately, this research contributes both practically and theoretically. Practically, it provides actionable insights for local carpentry technicians and stakeholders. Theoretically, it expands the application of service quality models into informal and community-based sectors, reinforcing the universality and adaptability of multidimensional service assessment frameworks.

2. Methodology

This study employed a descriptive quantitative research design to examine customer satisfaction with carpentry services in Cabadbaran City, Agusan del Norte. The descriptive approach was selected because the study aimed to systematically measure and document customers’ perceptions of service quality without manipulating variables. The research focused on customers who had recently availed of carpentry services from selected enterprises within the locality. Using purposive sampling, sixty (60) respondents were selected based on the criterion that they had completed at least one carpentry service transaction within the past year, ensuring that their evaluations were grounded in direct and recent experience. The instrument used for data collection was a self-constructed questionnaire developed from established service quality frameworks, particularly the SERVQUAL model, and adapted to reflect the specific characteristics of carpentry services. The survey measured ten service quality dimensions: craftsmanship, timeliness, communication, customization, durability, design collaboration, price transparency, customer service, reputation, and after-sales service. Responses were gathered using a five-point Likert scale ranging from Strongly Disagree (1) to Strongly Agree (5). Prior to administration, the questionnaire underwent expert validation by faculty members with expertise in Industrial Technology and Furniture and Cabinet Making to ensure clarity, relevance, and content validity.

Data collection was conducted through direct distribution of questionnaires to qualified respondents, with appropriate explanations provided to ensure accurate and informed responses. Ethical considerations were observed by securing voluntary participation, maintaining respondent anonymity, and ensuring that collected data were used solely for academic purposes. The gathered data were analyzed using weighted mean computations to determine the level of customer satisfaction across each service quality dimension. Verbal interpretations were assigned based on predetermined numerical ranges to standardize the assessment of satisfaction levels. The overall mean score was also computed to determine the general level of satisfaction with carpentry services in the area. While the study provides valuable localized insights into service performance, it acknowledges certain limitations, including reliance on self-reported data and the use of purposive sampling, which may limit generalizability. Nonetheless, the methodology offers a structured and systematic approach to evaluating service quality within the informal carpentry sector.

3. Results and Discussion

The analysis of service quality satisfaction (SQS) among customers of carpentry technicians in Cabadbaran City revealed overall positive perceptions, with an overall mean rating of 4.08 (“Agree”). While this suggests general satisfaction, the multidimensional assessment provides a comprehensive understanding of strengths, weaknesses, and critical service gaps. By examining each dimension individually and in relation to others, this section presents an integrated discussion highlighting practical and theoretical implications.

Table 1. Customer’s Evaluation of Service Quality Satisfaction of Carpentry Technician.

Parameters	Mean	Verbal Interpretation
Craftsmanship	3.89	Agree
2. Timeliness	3.83	Agree
3. Communication	4.12	Agree
4. Customization	4.05	Agree
5. Durability	4.09	Agree
6. Design Collaboration	4.14	Agree
7. Price	4.16	Agree
8. Customer Service	4.22	Strongly Agree
9. Reputation	4.17	Agree
10. After-Sales Service	4.15	Agree
Overall Mean	4.08	Agree

Mean Rating Scale: 1–1.80: Strongly disagree; 1.81–2.60: Disagree; 2.61–3.40: Undecided; 3.41–4.20: Agree; 3.31–4.0: Strongly Agree.

presents the level of customer satisfaction with carpentry technician services across various service dimensions. The results indicate that customer satisfaction in carpentry services is largely influenced by interpersonal and relational factors, such as customer service, reputation, and pricing transparency. These dimensions consistently received the highest ratings, reflecting strong performance in relational engagement and perceived fairness. Conversely, technical execution and operational reliability, particularly timeliness (3.83) and craftsmanship (3.89) showed comparatively lower scores, indicating areas where customers perceive room for improvement.

This pattern highlights an important principle in service quality literature: satisfaction is multidimensional, and strong relational performance may temporarily compensate for moderate operational shortcomings, but sustained long-term satisfaction requires consistent performance across all dimensions [2,3,4]. In the context of informal trades, this multidimensional perspective is critical because technical competence alone does not guarantee customer loyalty; interpersonal interaction, transparent communication, and trust-building are equally essential.

3.1. Strengths in Service Quality

Customer Service

Customer service emerged as the strongest dimension, indicating that customers highly value technicians’ interpersonal skills. High ratings reflect courteous behavior, clarity in communication, active listening, and willingness to respond to client needs throughout the project. Such competencies align with the SERVQUAL dimensions of responsiveness and assurance, which the literature identifies as major predictors of customer satisfaction and repeat patronage [8,9].

The implications are twofold. First, relational engagement serves as a critical differentiator in competitive local markets where informal trades rely heavily on reputation. Second, high customer service scores indicate that interpersonal competence can serve as a buffer against moderate technical deficiencies, suggesting that investments in soft skills and client communication training are worthwhile.

Reputation, reflecting trustworthiness and perceived reliability, was the second-highest rated dimension. In small community-based markets, reputation functions as an informal quality control mechanism, where word-of-mouth, personal recommendations, and observed consistency significantly influence customer perceptions [10,11]. High ratings in this dimension indicate that technicians have established a favorable presence in Cabadbaran City, likely contributing to repeat business and community trust.

However, reputation is fragile; lapses in project timeliness or craftsmanship can quickly diminish perceived credibility. Therefore, even high reputation scores require continuous reinforcement through consistent performance and transparent communication.

The pricing dimension reflects customer satisfaction with fairness, transparency, and perceived value. Indicators related to affordability and clarity received the highest marks, suggesting that customers generally feel they receive appropriate value for their expenditure. Transparent pricing practices have been shown to strengthen customer trust, encourage repeat patronage, and enhance loyalty [12,13]. These findings align with prior research emphasizing that clear cost communication reduces uncertainty and increases perceived service reliability.

Nonetheless, slightly lower ratings for proactive communication regarding additional costs indicate room for improvement. Ensuring that all potential cost adjustments are discussed upfront could further strengthen customer confidence and reduce disputes or misunderstandings.

3.2. Moderate-Performance Dimensions

3.2.1. Communication

Communication was generally rated favorably, with particular strength in friendliness, accessibility, and clarity. However, certain indicators such as providing regular project updates and scheduling responsiveness, received slightly lower scores. These gaps suggest that while technicians are approachable, structured and consistent communication practices could enhance customer confidence.

Studies in service management emphasize that timely, transparent communication reduces perceived uncertainty and enhances satisfaction, particularly in project-based and customizable services like carpentry [14,15]. Implementing simple tools, such as progress checklists or brief weekly updates, could mitigate these gaps.

3.2.2. Customization and Design Collaboration

Both dimensions highlight customers’ appreciation for personalized solutions, yet minor gaps indicate that clients desire deeper participation in design decisions. Customization and collaboration are critical in skilled trades, where each project is unique, and client expectations may vary widely. Research demonstrates that client involvement in co-design processes enhances satisfaction, perceived value, and long-term engagement [16,17].

Practical interventions include providing visual aids, digital previews, or prototype models to facilitate client input, ensuring that final outputs closely match expectations. Such practices not only enhance satisfaction but also signal professionalism and technical sophistication.

3.2.3. Durability

Durability ratings indicate that customers generally perceive carpentry products as structurally sound and long-lasting. However, slightly lower scores for wear-and-tear resistance suggest areas for material or process improvements. Durability strongly influences long-term satisfaction and repeat purchases in product-based service sectors [18,19].

Investments in high-quality materials, improved finishing techniques, and protective coatings could significantly elevate perceptions of product reliability. This also aligns with customers’ desire for tangible evidence of value, linking technical excellence with trust and loyalty.

3.3. Critical Improvement Areas

Timeliness

Timeliness emerged as the most pressing dimension for improvement. While overall perceptions are moderately positive, inconsistencies in meeting agreed deadlines were noted. Punctuality has been widely recognized as a critical determinant of customer satisfaction and trust across service industries [20,21,22]. In project-based trades, even minor delays can significantly influence client perceptions, often diminishing overall satisfaction regardless of the final product’s quality. These findings suggest that adherence to agreed timelines is not merely an operational concern but a central component of perceived service reliability.

Addressing this dimension requires both procedural and communication strategies. Technicians may adopt scheduling tools, buffer timelines, and proactive notification systems to minimize delays and set realistic expectations. Improving timeliness would likely have a multiplier effect on other dimensions, including perceived professionalism and overall trust.

Although generally satisfactory, craftsmanship showed specific gaps in problem-solving and adaptive skills during project execution. Customers value technical proficiency not only in standard procedures but also in handling unexpected issues. Literature highlights that real-time problem-solving, attention to detail, and innovative adaptation are key determinants of satisfaction in skilled trades [23,24]. Training programs, workshops on advanced techniques, and structured feedback mechanisms could enhance technicians’ capabilities, improve the perceived quality of outputs and foster long-term client confidence.

Although generally satisfactory, craftsmanship revealed specific gaps in problem-solving and adaptive skills during project execution. Customers value technical proficiency not only in performing standard procedures but also in effectively addressing unforeseen challenges. Real-time problem-solving ability, attention to detail, and adaptive innovation have been identified as key determinants of customer satisfaction in skilled trades and technical service sectors [23,24]. These suggest that strengthening technical training, offering workshops on advanced techniques, and implementing structured feedback mechanisms could significantly enhance technicians’ competencies, improve perceived output quality, and foster long-term client confidence.

The multidimensional framework demonstrates that customer satisfaction is interdependent across dimensions. High performance in relational aspects customer service, reputation, and pricing creates a favorable baseline. However, operational factors, particularly timeliness and craftsmanship, ultimately determine sustained trust and satisfaction. Minor deficiencies in technical or operational dimensions can be mitigated by strong interpersonal engagement, but long-term market competitiveness requires consistent improvement across all dimensions.

Furthermore, the study highlights the value of structured, quantitative assessment tools for informal service sectors. By transforming subjective impressions into measurable indicators, carpentry technicians can identify actionable improvement areas, monitor progress over time, and implement evidence-based strategies to elevate service standards. For community-based trades, such multidimensional evaluation not only enhances customer satisfaction but also supports professionalization, skill development, and local economic growth. The results emphasize the need for a balanced focus on both relational and operational dimensions. Investments in technical training, structured scheduling, enhanced communication protocols, and client-centered design collaboration are likely to produce significant gains in customer satisfaction and loyalty. Ultimately, integrating these strategies can transform informal carpentry services into a more reliable, trustworthy, and competitive sector within Cabadbaran City.

3.4. Implications

The study offers several practical implications for carpentry technicians, small business owners, and local policymakers. Practitioners can enhance service quality by investing in skill development, particularly in advanced craftsmanship, problem-solving, and project management. Structured scheduling, transparent communication, and proactive updates can improve timeliness and operational reliability. Emphasizing collaborative design approaches and co-creation with clients can strengthen customization and client satisfaction, while consistent after-sales follow-up can reinforce trust and loyalty. Investments in modern tools, high-quality materials, and finishing techniques can further elevate technical service standards and durability.

At the policy level, local government units and vocational institutions can support the informal carpentry sector through targeted capacity-building programs, certifications, and access to modern equipment. Developing community-driven service guidelines and promoting systematic customer feedback mechanisms can foster consistency and continuous improvement across local enterprises. These interventions not only enhance service quality but also contribute to economic development, sustainability, and the professionalization of informal trades. For researchers, the study provides a model for evaluating service quality in community-based sectors and highlights areas for further investigation, including longitudinal assessment, expanded samples, and the integration of service provider perspectives. By bridging operational excellence with relational engagement, the carpentry sector in Cabadbaran City and similar communities can improve customer satisfaction, market competitiveness, and long-term sustainability.

4. Conclusions

This study provides a comprehensive assessment of service quality satisfaction among customers of carpentry technicians in Cabadbaran City, using a multidimensional framework that evaluated ten core service dimensions: craftsmanship, timeliness, communication, customization, durability, design collaboration, pricing, customer service, reputation, and after-sales service. Overall, customers reported general satisfaction with the services provided, with the highest ratings in customer service, reputation, and pricing, reflecting the importance of professionalism, trustworthiness, and affordability in shaping positive perceptions. Conversely, timeliness and craftsmanship emerged as areas requiring improvement, indicating that operational consistency and technical problem-solving remain critical to sustaining long-term satisfaction and loyalty. The study highlights that customer satisfaction in informal trades like carpentry is multidimensional, relying not only on technical proficiency but also on relational competencies, effective communication, and collaborative engagement with clients. Addressing these gaps, particularly in meeting project deadlines and enhancing hands-on craftsmanship, can significantly elevate service quality and strengthen customer trust.

The findings also underscore the value of client-centered customization and active collaboration during the design process. Customers appreciate being involved in decision-making and having their preferences acknowledged, suggesting that deeper engagement, visual aids, and feedback integration can improve overall satisfaction. Furthermore, while durability and after-sales service were generally satisfactory, minor gaps indicate opportunities for enhanced material selection, finishing techniques, and consistent post-project support. By combining strong interpersonal interactions with technical excellence, carpentry technicians can ensure a balanced service approach that fosters trust, loyalty, and repeat patronage. The study also contributes theoretically by demonstrating the applicability of multidimensional service quality frameworks, such as SERVQUAL, in informal, community-based service contexts, highlighting the interplay between operational and relational dimensions in driving customer satisfaction.

5. Recommendations

To enhance service sustainability and overall client satisfaction, carpentry technicians should prioritize continuous improvement in technical skills and craftsmanship. Investing in advanced training, modern tools, and higher-quality materials can significantly improve precision, durability, and finishing quality. Strengthening problem-solving abilities during project execution will also help technicians address unexpected challenges more effectively. By ensuring consistent workmanship and product longevity, service providers can reinforce customer trust, reduce complaints, and build a stable base of repeat clients, which is essential for long-term sustainability.

Improving operational efficiency, particularly in project scheduling and timeliness, is equally critical for competitiveness. Implementing structured work plans, realistic timelines, and proactive communication regarding delays can enhance reliability and professionalism. Clear and transparent pricing practices, including early disclosure of potential additional costs, further strengthen customer confidence and prevent misunderstandings. When customers perceive services as dependable, organized, and fair, they are more likely to recommend the business to others, thereby improving market position and competitive advantage within the local community.

Finally, fostering strong customer relationships through collaborative design processes and consistent after-sales support can significantly elevate overall client satisfaction. Encouraging client participation in decision-making, providing regular project updates, and offering post-completion follow-ups demonstrate commitment beyond transactional service delivery. Establishing formal feedback mechanisms and maintenance guidance also promotes continuous improvement and long-term engagement. By integrating technical excellence, operational reliability, and relational engagement, carpentry service providers can achieve sustainable growth, enhanced competitiveness, and higher levels of customer satisfaction.