Client Satisfaction Survey at Romblon State University, Philippines: Basis for Improved Public Service Delivery

Abstract

The Client Satisfaction Survey (CSS) conducted at Romblon State University was anchored on the objective of the Administrative Order (AO) No. 25 Inter-Agency Task Force (IATF) on the Harmonization of National Government Performance Monitoring, Information and Reporting Systems, which promotes continuous improvement in public service delivery across government institutions. This study examined client experience and satisfaction with the university’s public services during Fiscal Year 2022. A total of 2,850 respondents, composed of internal and external stakeholders, participated in the survey. The study employed a quantitative-descriptive design using convenience sampling. Statistical analyses included the computation of sample means and a 95% confidence interval to determine satisfaction levels across frontline and non-frontline services. Data were gathered through a self-structured questionnaire with a Cronbach’s Alpha reliability coefficient of 0.989. Results indicated that clients were generally “Very Satisfied” across all service quality dimensions. However, recurring concerns included slow turnaround time, overcrowding during peak transactions, limited ventilation, and insufficient personnel. To address these issues, the study recommends personnel augmentation, improved queue and workflow management systems, and facility enhancements. Continuous monitoring and data-driven service improvement strategies are essential to sustaining quality public service delivery in higher education institutions.