Enhancing Client Satisfaction: Utilizing Feedback for Ongoing Improvement Strategies
English
DOI:
https://doi.org/10.31098/hsc.v3i1.3303Keywords:
Client Satisfaction, Service Quality, Citizen’s Charter, Feedback Mechanism, Higher Education ServicesAbstract
This study evaluated client satisfaction with the services provided by the City College of Calamba (CCC), with
a particular focus on the implementation of its Citizens' Charter and compliance with Republic Act No.
11032. Using a descriptive research design with 2,633 respondents, the study measured satisfaction across
eight service quality dimensions, revealing an overall "Very Satisfactory" rating of 94.32%. The highest
scores were in Reliability (95.46%) and Assurance (95.07%), while Costs (90.53%) and Learning
Management System (LMS) support were identified as areas needing improvement. Statistical analysis using
Goodman and Kruskal's Gamma Correlation demonstrated significant relationships between respondents'
awareness of the Citizens' Charter and their satisfaction levels, highlighting the Charter's importance in
enhancing service quality. Based on these findings, the study proposed a Continuous Improvement Plan
(CIP) for FY 2026 focusing on digitization, staff training, and stakeholder engagement. However, the
research had limitations, including reliance on self-reported data, which may introduce response bias, and
its cross-sectional design, which limits causal interpretations. The study's focus on a single institution also
affects the generalizability of results. For future research, longitudinal studies could assess the long-term
impact of the CIP implementation, while qualitative approaches like interviews could provide deeper
insights into satisfaction drivers. Comparative studies with other institutions help identify best practices,
particularly in addressing cost-related concerns and improving digital service delivery. These research
directions would further strengthen CCC's governance framework and enhance service excellence, aligning
with national mandates and stakeholder needs.
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