Authors :
Marlow T. Pacapac
Volume/Issue :
Volume 5 - 2020, Issue 8 - August
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/2ETNKz6
DOI :
10.38124/IJISRT20AUG456
Abstract :
The study present the clients’ experiences on
the different frontline services provided by one
government run higher education institution (HEI) in
Ilocos Sur, Philippines. It employed a descriptive survey
research design utilizing qualitative approach with a
self-structured survey instrument. The participants of the
study were graduates of the HEI under study. The
participants were selected thru purposive sampling.
Findings of the study reveals that the Higher Education
Institution In Ilocos Sur under study is efficient in the
delivery of services and provides satisfactory service to its
clientele. However attitudinal problem on some frontline
service personnel and poor records handling of some
frontline service offices of the HEI needs re-assessment to
take necessary measure to address the issues. It is
recommended that the management should consider the
problems observed and should take necessary
mechanisms to improve the satisfaction to its clientele,
particularly on for the personnel, reorientation and
reflection for development in their attitudes, skills and
total personality focusing on clients delight and
satisfaction may be undertaken; and systematic records
keeping and updating of documents must be undertaken
by the frontline service offices.
Keywords :
Client Experience, Frontline Services, Higher Education Institution
The study present the clients’ experiences on
the different frontline services provided by one
government run higher education institution (HEI) in
Ilocos Sur, Philippines. It employed a descriptive survey
research design utilizing qualitative approach with a
self-structured survey instrument. The participants of the
study were graduates of the HEI under study. The
participants were selected thru purposive sampling.
Findings of the study reveals that the Higher Education
Institution In Ilocos Sur under study is efficient in the
delivery of services and provides satisfactory service to its
clientele. However attitudinal problem on some frontline
service personnel and poor records handling of some
frontline service offices of the HEI needs re-assessment to
take necessary measure to address the issues. It is
recommended that the management should consider the
problems observed and should take necessary
mechanisms to improve the satisfaction to its clientele,
particularly on for the personnel, reorientation and
reflection for development in their attitudes, skills and
total personality focusing on clients delight and
satisfaction may be undertaken; and systematic records
keeping and updating of documents must be undertaken
by the frontline service offices.
Keywords :
Client Experience, Frontline Services, Higher Education Institution
