Advisers

Reynold R. Bangalisan, LPT

Discipline

Business administration

Abstract

This study examined the relationship between service innovation and job quality among virtual assistants (VAs) in Quezon City as the basis for a targeted skills development program. As platform-based work expands in the Philippines, virtual assistance has become a key source of flexible employment. However, limited local research explores the relationship between innovation practices and job quality. Anchored on Ben Ramdani’s (2019) Business Model Innovation framework and Hackman and Oldham’s (1975) Job Characteristics Model, the study investigates how innovation behaviors relate to job quality and how demographic and work-related factors are associated with these variables. A descriptive-correlational design was used, involving 30 active VAs selected through purposive and snowball sampling. Data were collected through a structured survey questionnaire measuring demographics, service innovation practices, and job quality perceptions using a four-point Likert scale. Statistical tools included frequency and percentage distributions, weighted mean, Pearson correlation coefficient, and Kruskal–Wallis H-test at a 0.05 significance level. Results show that most respondents were aged 25–34, predominantly female, working full-time, and using Upwork or direct client platforms. VAs strongly sustained service innovation across value proposition (3.86), operational value (3.88), financial value (3.60), and human capital (3.70). Job quality was also strongly perceived across autonomy, skill variety, task identity, task significance, and feedback (3.38–3.82), though concerns emerged in financial planning, scheduling flexibility, and recognition. No significant relationship was found between service innovation and job quality (r = –0.2777, p > 0.05). Significant differences appeared based on age, work arrangement, and platform type, while gender and experience showed minimal differences. Findings indicate that innovation does not automatically improve job quality in platform-based work. A demographic-sensitive skills development program focusing on financial literacy, mentorship, platform-specific training, time management, and structured feedback is recommended to support sustainable professional growth among VAs in Quezon City.

Keywords

service innovation, job quality, skills development program