Customer Satisfaction of Students with Front-Line Service Delivery at a Private Higher Institution in Cavite, Philippines

Jannet  M. Anit,

Customer Satisfaction of Students with Front-Line Service Delivery at a Private Higher Institution in Cavite, Philippines

Discipline: Education

Abstract:

This study investigates student satisfactionwith frontline service delivery at San SebastianCollege-Recoletos de Cavite (SSC-R), recognizingthe critical role of service providers in enhancingstudent experiences. The primary aim is toassess the level of satisfaction among students,identify challenges faced by frontline staff, andevaluate existing support strategies to recommendevidence-based approaches for improvement.Employing a mixed-methods research design, thestudy combines descriptive and evaluative methods, utilizing an online surveyquestionnaire to gather data from senior high school and college students, aswell as frontline service staff across ten service offices. The findings reveal thatstudents generally express satisfaction with the quality of services, particularlyin terms of timeliness, quality, efficiency, and adequacy. However, senior highschool students reported higher satisfaction levels compared to their collegecounterparts. The study identifies significant challenges faced by frontline staff,including data fragmentation, diverse student needs, and a demanding workenvironment. In conclusion, the research highlights the necessity for targeted interventions to bridge the satisfaction gap, improve staff effectiveness, and fostera culture of continuous improvement, ultimately enhancing the overall studentexperience at SSC-R.

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