Measuring The 2021 Clients Satisfaction On Frontline Services Of Eastern Samar State University – Salcedo Campus

Abstract

Section 4 of the Philippine Republic Act No. 6713 (RA5713) lays out the personal conduct standards that all public employees and officials must uphold in carrying out their duties, including being committed to the public interest, exercising the highest level of professionalism, objectivity, and truthfulness, and serving with fairness and neutrality. Employees of State Colleges and Universities (SUCs) are public servants that should be committed to public interest. Citizens as consumers regard satisfaction as a central managerial objective; as such, client satisfaction (i.e., quality assessments) is critical for retaining or even increasing customer loyalty, retention, and willingness-to-pay for private goods. The study aimed to assess the clients’ level of satisfaction and perceived level of importance of the services and goods availed from the Eastern Samar State University Salcedo using a descriptive survey method. A gap analysis was done to determine the disparity between how clients perceived satisfaction and importance of frontline services which became the basis for action planning. Results showed that while clients were satisfied with most of the frontline services afforded to them, there was a gap between satisfaction and importance. An action plan was made to remedy the gaps.