Authors

Pacifico C. Parcia III*
Filamer Christian University, Inc., Roxas City, Capiz, Philippines

Dr. Erlyn C. Beup
Filamer Christian University, Inc., Roxas City, Capiz, Philippines
Email: erlynbeup@gmail.com

Abstract

This survey-correlational research aimed to determine the relationship among reward systems, employees’ engagement, and customer service quality in small and medium enterprises (SMEs). The respondents of the study were employees from selected SMEs who have been employed for at least one year and are involved in customer-facing operations. The respondents were selected based on the inclusion criteria established by the researcher. The data of this study were gathered using a researcher-made questionnaire composed of four parts. The first part was used to collect the personal information of the respondents, such as age, sex, and length of service. The second part of the questionnaire was intended to measure the level of reward systems. The third part was designed to assess the level of employees’ engagement. The fourth part aimed to determine the level of customer service quality. Descriptive statistics such as frequency count, percentage, mean, and standard deviation were used to determine the levels of the variables, while inferential statistics such as Pearson r correlation were employed to test the significant relationships among reward systems, employees’ engagement, and customer service quality. Results revealed that there is a significant positive relationship between reward systems and employees’ engagement. However, no significant relationship is found between reward systems and customer service quality. Likewise, employees’ engagement and customer service quality are not significantly related. Therefore, the null hypothesis stating that there is no significant relationship between reward systems and employees’ engagement is rejected, while the null hypotheses which states that there is no significant relationship between the reward systems and customer service quality is accepted.

Keywords: Rewards systems, employee’s engagement, customer service quality, SMEs, business, workplace motivation, customer satisfaction.

*Corresponding author / Email: pacificoparciaiii@gmail.com
DOI: http://doi.org/10.69651/PIJHSS05021228

Recommended citation:
Parcia, P. C., III, & Beup, E. C. (2026). Reward systems, employees’ engagement, and customer service quality of small and medium enterprises. Pantao (International Journal of the Humanities and Social Sciences) 5 (2), 5529-5541. http://doi.org/10.69651/PIJHSS05021228

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