Clients Experiences on a Government Higher Education Institution Frontline Services


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

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

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