Commitment, Effectiveness and Efficiency in Human Resource Delivery of Services in Relation to Clients’ Satisfaction: Basis for Improvement
DOI:
https://doi.org/10.5281/zenodo.22543208Keywords:
human resource service delivery, organizational commitment, organizational effectiveness, operational efficiency, client satisfaction, human resource management, public sector, local government unit, service quality, employee satisfactionAbstract
This study examined the levels of commitment, effectiveness, and efficiency in human resource service delivery and their relationships with client satisfaction among employees of one component city in the Province of Negros Occidental. A descriptive-correlational research design was employed involving 293 respondents selected from a population of 1,092 employees through stratified random sampling with proportional representation of permanent, casual, and job-order personnel. Data were gathered using a researcher-developed structured questionnaire that measured demographic profile, commitment, effectiveness, efficiency, and client satisfaction through a four-point Likert scale. Descriptive statistics were used to determine the levels of the study variables, while Spearman’s rank-order correlation was applied to test their relationships with client satisfaction. Findings showed that respondents rated human resource service delivery as very committed (M = 3.47, SD = 0.39), very effective (M = 3.45, SD = 0.40), and very efficient (M = 3.42, SD = 0.43). Client satisfaction was likewise rated very satisfied (M = 3.50, SD = 0.42). Significant positive relationships were found between commitment and client satisfaction (rs = .841, p < .001), effectiveness and client satisfaction (rs = .859, p < .001), and efficiency and client satisfaction (rs = .862, p < .001), with efficiency showing the strongest association. The findings indicate that stronger commitment, effective service practices, and efficient HR processes are closely associated with higher client satisfaction. The study recommends sustaining service quality through continuous monitoring, capacity building, streamlined procedures, responsive follow-up mechanisms, and use of digital technologies to enhance transparency, speed, and HR service delivery.
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