LEVEL OF CLIENT SATISFACTION AND THE REGISTRAR'S CHALLENGES: BASIS FOR OFFICE PROCEDURES ENHANCEMENT

This study assessed client satisfaction, dissatisfaction, and service challenges at the Registrar’s Office of Cagayan State University–Aparri Campus across eight service quality dimensions: responsiveness, reliability, accessibility and ease of transaction, communication, cost and payment, integrity and fairness, assurance, and outcome. Results revealed very high satisfaction in all areas, with an overall mean of 4.59, indicating consistently positive client perceptions and quality service delivery. Service challenges were rated as least significant (mean = 1.35), suggesting minimal difficulties experienced by clients.

A quantitative approach was employed using structured surveys administered to students, faculty, administrative staff, and partner agencies who recently availed of the office’s services. Key factors examined included staff responsiveness, clarity of procedures, accessibility, and transaction time. Among the dimensions, assurance obtained the highest mean (4.63), reflecting strong client confidence in the competence, professionalism, and reliability of personnel.

The study recommends process optimization, improved communication systems, and continuous staff training to sustain high satisfaction levels and further enhance efficiency, responsiveness, and client-centered service delivery.