Capiz State University Stakeholders’ Satisfaction Index: Insights for Quality Service Delivery Enhancement

Abstract

The research determined the stakeholder’s level of satisfaction with the dimensions of quality service delivery enhancement. It covered the stakeholder’s satisfaction with reliability, assurance, tangibles, empathy, and responsiveness. The results highlighted that the stakeholders’ satisfaction on the dimensions of quality service was higher than the service quality standard, especially in assurance and empathy, while above the minimum standard for reliability and responsiveness, and less comparable for tangibility. The research claimed high manifestations of quality of service as to assurance by personnel’s friendliness, familiarity with tasks, updated documents and information, availability of resources, courteous, promptly fulfilled promised services, and made stakeholders at ease and secure. The results scored a high stakeholders’ satisfaction on reliability and quality of service dimensions, records, and data were accurate, safely kept, available anytime and personnel gave clear information and alternative solutions to problems. Findings on stakeholders' satisfaction with responsiveness were above average except on clients’ insecurity where the client’s needs are heard, prompt service, courteous enough, and arranged time for clients to get the documents. The results on tangibility service quality were high, while the average for empathy. Moreover, there was a significant variation between the levels of respondents’ satisfaction and reliability, responsiveness, assurance, and empathy but when it comes to tangibles, an insignificant difference was evident. When stakeholders were categorized by campus, there was a substantial variation in the level of satisfaction and service quality parameters, significant differences existed on reliability, responsiveness, tangibles, and empathy, while in terms of assurance, students’ satisfaction was similar.