Client Satisfaction on Frontline Service Delivery of the Provincial Environment and Natural Resources Office Sarangani

Abstract

This study assessed the extent to which clients availed themselves of the frontline services of the Provincial Environment and Natural Resources Office (PENRO) Sarangani and determined their satisfaction with personnel, service processes, and service products. A quantitative descriptive-correlational design was employed among 150 clients selected through simple random sampling from transactions involving land, forestry, biodiversity, and administrative management services. Data were gathered using an adapted and modified questionnaire based on the PENRO Citizen's Charter and the Department of Environment and Natural Resources feedback form. Weighted means described service utilization and satisfaction, while Spearman rank-order correlation tested the relationships between service-delivery areas and satisfaction dimensions. Results showed that frontline services were availed to a moderate extent overall (M = 2.7). Administrative management recorded the highest utilization (M = 3.0), whereas forestry management was lowest (M = 2.5). Clients were very satisfied overall (M = 4.3), particularly with personnel and products (both M = 4.4), while process obtained M = 4.2. Correlation results revealed a mixed pattern of weak positive associations. Land-management utilization was significantly related to satisfaction with process and products; biodiversity management was related to personnel and process; and administrative management was related to personnel and process. Forestry-management utilization was not significantly related to any satisfaction dimension. The findings indicate that high satisfaction can coexist with only moderate service utilization. PENRO Sarangani should therefore sustain service quality while expanding information dissemination, strengthening personnel capacity, and continuously simplifying and monitoring service procedures.