An Assessment on the Functionality of the Iskolar ng Laguna Program Committee: Towards an Enhanced Client-Oriented Service Performance Package

Abstract

Education is one of the most important instruments that people can use to change the world. However, for most people, attaining education is one of the most challenging that one person can face in his entire life. While attaining education is one of the most challenging aspects of one’s personal life due to some socio-economic and political reasons, this could be the most fulfilling one.

In the Philippines, one of the responsibilities of the government is to ensure that all people should have equal access to quality education. As a result, the government organization came up with programs and projects about education. In the Province of Laguna, there is Iskolar ng Laguna Program that provides financial grants to those qualified students. However, despite the efforts of the government, the issue of engaging people to be part of this kind of program is still an issue. For an organization to encourage people to be part of their programs, these organizations must show an excellent client-oriented service package. In this study, the Service Performance Model was adapted to assess the functionality of the Iskolar ng Laguna Program Committee. This is a descriptive type of research and utilized a self-structured questionnaire. Selected scholars in the Province of Laguna were randomly selected as respondents of the study. Through the use of Google forms, the research was able to distribute and collect responses from the respondents all over the province.

The study finds out that the Iskolar ng Laguna Program Committee faces issues and challenges primarily in terms of Tangible Elements or with the visible aspects in service delivery such as physical facilities. On the other hand, the committee received a positive assessment in terms of reliability, responsiveness, and empathy.

Based on the results, the committee must maintain and still improve in performing its function. Further, the Iskolar ng Laguna Program Committee and the Provincial Government of Laguna is recommended to prioritize the infrastructure projects such as venues and other visible facets in-service performance. The study also shows that for an organization to come up with a client-oriented service performance package, the organization must possess a good reputation in all aspects of service performance delivery.