Service Quality and Client Satisfaction in Calamba City Civil Registry

Abstract

The study conducted at the Calamba City Civil Registry Office aimed to evaluate service quality and client satisfaction using quantitative methods, focusing on marriage certificate registration and marriage license application services in Calamba City, Laguna, Philippines. The research employed a descriptive correlational design with quota sampling, involving 22 employees, 71 marriage license applicants, and 52 marriage registration clients. Data collection was carried out through a survey instrument with a high reliability (Cronbach's Alpha = 0.790), assessing service quality dimensions such as tangibility, reliability, responsiveness, assurance, empathy, personnel, process, equipment and facilities, and value for money. Statistical analyses included frequency distributions, Likert scale interpretations, t-tests, and Pearson correlation coefficients. Key findings revealed significant differences between employee and client assessments in terms of reliability, responsiveness, and assurance (p < 0.05), whereas tangibility and empathy showed no significant differences. Additionally, a positive relationship was identified between service quality and client satisfaction, with correlation coefficients ranging from 0.25 to 0.60 (p = 0.000). These results highlight the importance of enhancing service quality to improve client satisfaction. In conclusion, the study provides valuable insights into specific areas where the Calamba City Civil Registry Office can focus its improvement efforts. The findings suggest that initiatives such as regular staff training, system upgrades, fee transparency, quality control measures, and a one-stop-shop approach are crucial for enhancing service delivery and increasing client satisfaction. These conclusions are significant for policymakers and managers seeking evidence-based strategies to improve public service quality and client experiences at governmental service centers like civil registry offices.