Clients’ and Frontline Employees’ Views of Service Quality in the Civil Registry Department of Quezon City: Towards An Improved Services Delivery

Abstract

Service quality is an assessment of the delivered service and the client's expectations of the service. Government agencies often evaluate the service quality provided to their clients in order to improve their service, to quickly determine the problems, and to better measure client satisfaction. The Service Quality Model or SERVQUAL Model was used to measure the service quality experienced by customers. This study focused on assessing the frontline services of the Civil Registry Department of Quezon City in terms of reliability, responsiveness, empathy, assurance, and tangibles. Also, it sought to identify the service quality gaps in the delivery of frontline services by the Civil Registry Department of Quezon City, as well as, the problems encountered by the respondents in the delivery of frontline services. The study employed a descriptive method of research as well as weighted mean and percentages to treat the data gathered. Also, the researcher used primary and secondary data. The primary data were gathered using the survey questionnaire while the secondary data came from journals, literature, and online sources. Convenience sampling was used to determine the number of clients of the Civil Registry Department of Quezon City while the entire population of the employees was considered in the study. The findings show that frontline employees of the Civil Registry Department of Quezon City have the ability to perform the promised services, are responsive and willing to help the clients, and can deal with customers’ requests, questions, complaints and problems. The Civil Registry Department has limited computers and poor quality of materials that are used for the preparation of certified true copies of documents. Limited windows for payments are open that resulted to long queues during peak days—every Monday, Tuesday, and Friday. There is no data base available for old documents and delayed registrations in the Civil Registry Department, that is why employees spent a longer time processing the requests of clients. Recommendations are: acquisition of computers to be installed in the other windows; improvement of the database for the old documents; allowance for late registration to ease the processing of documents; increase in the number of windows for payments during peak days; use of clear and readable materials. upgrade of the equipment for photocopying; removal of the Palakasan system and the Citizen’s Charter must be translated in Filipino.