Records Accessibility, Office Task Flow, and Administrative Service Support
DOI:
https://doi.org/10.5281/zenodo.21253402Keywords:
administrative service support, office task flow, partial least squares, public higher education, records accessibility, workflow managementAbstract
This study analyzed records accessibility, office task flow, and administrative service support at Quirino State University, Diffun Campus to determine how internal administrative processes shaped the quality and continuity of office services. A quantitative cross-sectional explanatory pathway design was used, with administrative personnel and office-based staff selected through criterion-based proportionate sampling. Data were gathered using a validated researcher-made questionnaire that measured records accessibility, office task flow, and administrative service support. The instrument showed strong internal consistency based on pilot-test reliability results. Data were analyzed using weighted mean, standard deviation, reliability and validity measures, and partial least squares structural equation modeling. Findings revealed that records accessibility and office task flow were both at a moderate level, while administrative service support was rated high, particularly in courtesy and professional client handling. However, concerns were noted in records retrieval, bottleneck recovery, document routing, timeliness, and follow-through. The structural model showed that records accessibility significantly influenced office task flow and administrative service support, while office task flow significantly predicted administrative service support. The mediation result further indicated that office task flow served as an important pathway through which accessible records improved service support. The study concluded that administrative service quality depended not only on employee responsiveness but also on dependable records systems and orderly task movement. Strengthening records retrieval, workflow tracking, routing procedures, and follow-up mechanisms was recommended to improve the consistency, speed, and reliability of administrative support.
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