Phenomenological Profiling of State Universities and Colleges in Region VIII

The study evaluates the quality of service of frontline services of State Colleges and Universities (SUCs) based on the assessments from students, employees, and supervisors to further enhance the services provided by the offices. The descriptive assessment research method was utilized to compare the quality of delivery of frontline services of higher education of the main and external campuses in the state universities and colleges (SUCs) in Region VIII. The status of frontline services, namely, registrar's office, cashier's office, library, medical and dental clinic, guidance office, and scholarship division were determined with the consideration that higher service quality would result to more satisfaction from the clients. Based on the responses from students, employees, and supervisors, frontline services have agreeable quality of service to their respective clientele. The students' responses recorded the lowest mean rating which were resulted to high significant differences between the group of respondents in the perception on the quality of service. The differences could connote that the responses are based on the wide disparity of assessment between the groups of respondents as supported by the Multiple Comparison Test using Tukey's HSD. Furthermore, the quality of service as perceived by the group of respondents had no significant differences between the services of the main and the external campuses of the SUCs. The differences in the perception of the quality of service among the group of respondents serve as an indication that actions to further enhance the quality of service must be implemented. Specific factors were identified as factors affecting the quality of service for the frontline services. Length of service of the employees showed a significant relationship with the quality of service provided. This implies that the more experience the employee has, the better the service is provided. Negative behavior, lack of computer units, books, and medical and dental equipment and supplies were the main problems encountered as reported by the student-respondents. The study emphasizes the importance of the factors in which SUCs could highly enhance the quality of services provided by the frontline services.