Optimizing Administrative Professionalism: A Strategic Approach to Elevate Clientele Satisfaction in Service-Oriented Environments
DOI:
https://doi.org/10.31098/pba.v2i2.2673Keywords:
Professionalism; Excellence; Customer Service; Work Ethics; Clientele SatisfactionAbstract
Professionalism is crucial in shaping client experience in organizations, yet many organizations lack strategies to enhance staff conduct, leading to inconsistent service, communication gaps, and inadequate training. Essential qualities such as competence, courtesy, honesty, integrity, and specialized knowledge significantly impact client interactions, complaint resolution, and organizational image. This study, conducted at the City College of Calamba, Philippines, surveyed 1,126 students to assess their perceptions of professionalism among administrative personnel providing student services and evaluate customer satisfaction. Using a descriptive correlational approach with stratified random sampling and simple statistical treatment such as mean and Goodman and Kruskal's Gamma Correlation, the study established a correlation between staff professionalism and satisfaction, proposing a development program based on its findings. The survey found high levels of professionalism and customer satisfaction, recognized staff strengths in professional communication and accountability, and indicated areas for growth in problem-solving. The significant relationships between job performance, service delivery, ethics, and satisfaction highlight professionalism’s impact on consumer perspectives. The novelty of this study lies in its focus on the correlation between professionalism and satisfaction within an educational setting, offering insights for targeted development programs. Limitations include a small sample size, which may affect generalizability, reliance on self-reported data, cross-sectional design, and a focus on one institution, which may overlook broader contextual nuances.
References
Andreev. (2023, December 27). Work Ethic in the Workplace. Valamis. Retrieved February 21, 2024, from https://www.valamis.com/hub/work-ethic
Aprileni, & Lanin. (2020). Effect of Employee Professionalism and Organization Equity on Patient Satisfaction in Regional General Hospital Padang, Panjang City. Advances in Economics, Business and Management Research, 125. https://www.atlantis-press.com/article/125935613.pdf
Bila, & Lanin. (2020, October). The Employee’s Professionalism to Realize Public Service Satisfaction. Asian Social Science and Humanities Research Journal (ASHREJ), Volume 2(2636 – 9109). https://doi.org/10.37698/ashrej.v2i2.26
Brown. (2023, June 21). What is Employee Training and Development (From A To Z). Helpjuice. Retrieved November 21, 2023, from https://helpjuice.com/blog/employee-training-development
Candra, Sudiro, & Susilowati. (2023). The relationship between work professionalism and job satisfaction toward employee performance in mediating of organizational climate. INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE (2147- 4478), 12(3). https://doi.org/10.20525/ijrbs.v12i2.2380
Chattopadhyay. (2019, July). A Study on the Impact of Service Quality on Customer Satisfaction and Customer Loyalty with Reference to Service Marketing Context: Theoretical Approach. Iconic Research and Engineering Journals, 3(1). https://www.irejournals.com/formatedpaper/1701368.pdf?fbclid=IwAR1qgRcZVxDaUdpZtMOifR8U24G9iK4dSYn4P-Rv76f05njLD5GQAV55ppA
Chen, Bayanati , Ebrahimi, & Khalijian. (2022, October 15). A Novel Optimization Approach for Educational ClassScheduling with considering the Students andTeachers’ Preferences. Discrete Dynamics in Nature and Society, Volume 2022. https://doi.org/10.1155/2022/5505631
Corwin. (2022, June 15). The Importance of Professionalism in Customer Service. Ultatel Blog. Retrieved November 17, 2023, from https://blog.ultatel.com/professionalism-in-customer-service
Cristiano. (2023, October 4). How to Automatically Prioritize Customer Service Requests in Your Helpdesk. Gorgias. Retrieved March 20, 2024, from https://www.gorgias.com/blog/how-to-prioritize-customer-service-requests
Drakos. (2022, January 31). Employee Development Program: The Key to Improving Productivity, Engagement, & Retention. Process.st. Retrieved November 21, 2023, from https://www.process.st/employee-development-program/
Ercanbrack. (2023, June 6). 4 Steps to Crafting Employee Development Plans That Fuel Success. BambooHR. Retrieved November 21, 2023, from https://www.bamboohr.com/blog/employee-development-plans
Gupta. (2023, May 11). 14 Types of Employee Training Programs (+Benefits, Examples). Whatfix. Retrieved November 21, 2023, from https://whatfix.com/blog/types-employee-training-programs/
Hastwell. (2023, April 21). Employee Training and Development: The Benefits of Upskilling or Reskilling Your Team. Great Palce to Work. Retrieved November 21, 2023, from https://www.greatplacetowork.com/resources/blog/employee-training-development-benefits-planning
Heath. (2022, July 25). Professionalism in Customer Service. Keeping. Retrieved November 21, 2023, from https://www.keeping.com/content/professionalism-in-customer-service/
Herrity. (2023, August 1). 11 Ways to Deliver Excellent Customer Service. Indeed Career Job. Retrieved February 21, 2024, from https://www.indeed.com/career-advice/career-development/provide-excellent-customer-service
Johnson, & Karlay. (2018, May). Impact of Service Quality on customer Satisfaction. University of Galve. https://www.diva-portal.org/smash/get/diva2:1246475/FULLTEXT01.pdf
Kamarudin, & Kassim. (2020, July). An analysis of customer satisfaction on employee professionalism: a comparison between Islamic and conventional banks in Malaysia. Journal of Islamic Marketing, 12(9), 1854–1871. https://doi.org/10.1108/JIMA-03-2020-0063
Kaplan. (2023, March 3). What Are Problem-Solving Skills? Definition and Examples. Forage. Retrieved March 20, 2024, from https://www.theforage.com/blog/skills/problem-solving-skills
McLeod. (2019, April). A Novel Way to Boost Client Satisfaction. Harvard Business Review. Retrieved November 21, 2023, from https://hbr.org/2019/03/a-novel-way-to-boost-client-satisfaction
Miles. (2022, October 3). Redefining professionalism in the workplace. BetterUp. Retrieved November 17, 2023, from https://www.betterup.com/blog/professionalism-in-the-workplace
Saeed, AlShafea, Nasser, & Alasmari. (2022, December 23). The Impact of the Excellence Program on Employee Performance at Aseer Central Hospital in Saudi Arabia: A Cross-Sectional Study. Cureus, volume 14(12), Article e32862. https://doi.org/10.7759/cureus.32862
Segal. (2021, December 16). Workplace Misconduct Cost U.S. Businesses $20 Billion In Past Year: New Study. Forbes. Retrieved March 20, 2024, from https://www.forbes.com/sites/edwardsegal/2021/12/16/workplace-misconduct-cost-us-businesses-20-billion-in-past-year-new-study/?sh=5773b2fd6275
Talentsquare. (2023, October 4). Striving for Workplace Excellence: A Pathway to Success. Linkedin. Retrieved February 21, 2024, from https://www.linkedin.com/pulse/striving-workplace-excellence-pathway-success-talentsqr/
Downloads
Article Metrics
- 0 times
- 0 times
Published
Citation Check
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Copyright Notice: 1. License
People and Behavior Analysis has CC-BY NC or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work for non-commercial purpose. The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial 4.0 International License
Creative Commons License
2. Author’s Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
People and Behavior Analysis objective is to disseminate articles published are as free as possible. Under the Creative Commons license, this journal permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and this journal on distributing works in the journal.
4. Rights of Authors
Authors retain the following rights:
Copyright, and proprietary rights relating to the article, such as patent rights,
The right to use the substance of the article in future own works, including lectures and books,
The right to reproduce the article for own purposes,
The right to self-archive the article,
the right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal (People and Behavior Analysis).
The author has a non-exclusive publishing contract with a publisher and the work is published with a more restrictive license, the author retains all the rights to publish the work elsewhere, including commercially, because she/he is not subject to the conditions of her / his own license, regardless of the type of CC license chosen.
5. Co-Authorship
If the article was jointly prepared by other authors, the signatory of this form warrants that he/she has been authorized by all co-authors to sign this agreement on their behalf, and agrees to inform his/her co-authors of the terms of this agreement.
6. Termination
This agreement can be terminated by the author or People and Behavior Analysis upon two months’ notice where the other party has materially breached this agreement and failed to remedy such breach within a month of being given the terminating party’s notice requesting such breach to be remedied. No breach or violation of this agreement will cause this agreement or any license granted in it to terminate automatically or affect the definition of People and Behavior Analysis.
7. Royalties
This agreement entitles the author to no royalties or other fees. To such extent as legally permissible, the author waives his or her right to collect royalties relative to the article in respect of any use of the article by This agreement can be terminated by the People and Behavior Analysis upon two months’ notice where the other party has materially breached this agreement and failed to remedy such breach within a month of being given the terminating party’s notice requesting such breach to be remedied. No breach or violation of this agreement will cause this agreement or any license granted in it to terminate automatically or affect the definition of People and Behavior Analysis or its sublicensee.
8. Miscellaneous
People and Behavior Analysis will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed and People and Behavior Analysis or its sublicensee has become obligated to have the article. People and Behavior Analysis may conform the article to a style of punctuation, spelling, capitalization, referencing and usage that it deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers.
