Frontline Service Performance of State Universities and Colleges (SUCs) in CALABARZON, Philippines: Basis for the Development of Frontline Service Performance Maturity Framework (SUC-FSPMF)
DOI:
https://doi.org/10.5281/zenodo.21888465Keywords:
frontline service performance, State Universities and Colleges (SUCs), Public Higher Education, Republic Act No. 11032, FIDES Framework, Service QualityAbstract
This study assessed the frontline service performance of selected State Universities and Colleges (SUCs) in CALABARZON, Philippines, as a basis for frontline service reform in public higher education. Guided by the principles of New Public Management, Republic Act No. 11032, and the Frontline Institutional Delivery Effectiveness System (FIDES) Framework, the study evaluated frontline service quality in terms of tangibles, reliability, responsiveness, assurance, and empathy using an explanatory sequential mixed-methods design. The quantitative phase involved 382 student respondents from four SUCs selected through proportionate stratified random sampling. Data were collected using an adapted frontline service performance questionnaire and analyzed using descriptive and inferential statistics. The qualitative phase consisted of Key Informant Interviews with eleven frontline personnel from the Registrar's and Cashier's Offices, with data analyzed through In Vivo Coding. Findings indicated that the participating SUCs generally demonstrated high levels of frontline service performance across all dimensions. However, operational challenges persisted, including inadequate seating capacity, lengthy queues, delayed responses to online inquiries, internet connectivity issues, records management concerns, limited personnel, and space constraints. Significant differences in service performance were observed across SUCs and selected demographic variables, particularly age and frequency of office visits, while no significant differences were found according to year level, gender, purpose of visit, or mode of transaction. Qualitative findings emphasized the importance of process efficiency, digital integration, effective communication, and client-centered service delivery. Based on these findings, the study developed the SUC Frontline Service Performance Maturity Framework (SUC-FSPMF) to support the assessment, benchmarking, and continuous improvement of frontline services in public higher education institutions.
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