University Frontline Services: Analyzing Citizen’s Charter Awareness and Its Relationship to Client Satisfaction among Internal Stakeholders

Arvie C. Gan; Anne Cicely R. Samar

doi:10.55927/eajmr.v5i8.163

Authors

Arvie C. Gan Aklan State University
Anne Cicely R. Samar Aklan State University

DOI:

https://doi.org/10.55927/eajmr.v5i8.163

Keywords:

Citizen’s Charter, stakeholder awareness, frontline services, client satisfaction, perceived implementation

Abstract

It aimed to determine the university internal stakeholders’ level of awareness, perceived implementation of the Citizen’s Charter and the extent to which these factors correlate and influence client satisfaction and to further identify gaps and enhancement strategies. Results further showed a significant relationship between the level of Citizen’s Charter awareness and the overall satisfaction of internal stakeholders and a significant influence of both Citizen’s Charter awareness and perceived level of implementation on client satisfaction. Interviews from the participants emphasized that while stakeholders recognized the Charter’s existence and has positive perception on its implementation, engagement remains passive and dependent on visual exposure rather than structured communication that limits interaction with its content. The study concludes that while service quality is high, communication is underutilized. It recommends a proactive and scaled up dissemination strategies and standardized implementation to further enhance awareness and service quality.

References

Alegata, W. C. G. (2021). Implementation of the Anti-Red Tape Act (ARTA) in selected government agencies in the Philippines. Globus Journal of Management & IT, 12(2), 32–39. https://www.researchgate.net/publication/377707785

Anti-Red Tape Authority (ARTA). (2020). ARTA Citizen’s Charter Guidelines. https://www.arta.gov.ph

Arangote, E. M. (2023). Aklan State University Citizen’s Charter handbook (1st ed.). Aklan State University.

Aaron C., C. (2026). A Critical Analysis of Republic Act No. 11032: The Ease of Doing Business and Efficient Government Service Delivery Act of 2018. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.6090186

Bautista, J. M. (2023). Bureaucratic transparency and corruption mitigation in Philippine public institutions. Journal of Southeast Asian Governance, 12(2), 45-62.

Caballero, R. (2025). Assessment on the implementation of Anti-Red Tape Act of 2007 (RA 9485): The case of LGU-City of Mati. International Journal for Multidisciplinary Research (IJFMR), 7(1). https://www.ijfmr.com/papers/2025/1/35857.pdf

Cammayo, E. (2024). Service quality assessment tool in a state university in Northern Mindanao. Journal of Interdisciplinary Perspectives, 2(3), 79–94. https://doi.org/10.69569/jip.2024.0036

Cammayo, R. P. (2024). A SERVQUAL-based gap analysis in higher education: Basis for online learning improvement. International Journal of Educational Management and Development Studies, 6(2). https://doi.org/10.53378/ijemds.353194

Caraga State University. (2024). Streamlining public service in higher education: A study on ARTA implementation.

De Guzman, R. P. (2003). Citizen’s charter and service delivery in public institutions. Philippine Journal of Public Administration, 47(2), 120–135. https://lapalms.org.ph/index.php/pjpa/article/view/154

Dela Cruz, J. P., & Santos, R. M. (2024). Student satisfaction with frontline services at a Philippine state university. Journal of Interdisciplinary Perspectives, 4(2), 101–115. https://doi.org/10.69569/jip.2024.0042

Department of the Interior and Local Government (DILG). (2021). Citizen Satisfaction Index System Toolkit. https://csis.dilg.gov.ph

Development Academy of the Philippines. (2020). Assessment of Citizen’s Charter implementation in Philippine government agencies. https://www.dap.edu.ph

Estoria-Maquiling, A. (2023). Quantitative assessment of service quality and client satisfaction in the Philippine public sector: A case study of a national regulatory agency. Asian Journal of Business and Governance, 12(1). https://ejournals.ph/article.php?id=31151

Gomez, J. F., Santos, M. L., & Reyes, A. P. (2017). Awareness and utilization of Citizen’s Charter in public institutions. Journal of Governance and Public Policy, 5(1), 22–35. https://doi.org/10.18196/jgpp.5181

Gomez, R. L., & Dela Cruz, A. S. (2024). Evaluating the efficacy of Public Assistance and Complaints Desks in State Universities and Colleges (SUCs). Philippine Journal of Public Administration and Policy, 8(1), 102-118.

Gorospe, M. A., Rabanal, M. A. S., & Talosa, A. D. (2021). Satisfaction on the university frontline services: From the lens of transacting students and employees. International Journal of Evaluation and Research in Education, 10(3), 984–992. https://doi.org/10.11591/ijere.v10i3.21334

Guanzon, R., & Padilla, M. (2022). Evaluating the implementation of the Anti-Red Tape Act in Philippine public institutions. Philippine Management Review, 29, 88–102. https://pmr.upd.edu.ph/index.php/pmr/article/view/512

Hood, C. (1991). A public management for all seasons? Public Administration, 69(1), 3–19. https://doi.org/10.1111/j.1467-9299.1991.tb00779.x

Jose, M. R. (2023). Citizen’s Charter and public service delivery in Philippine government institutions. International Journal of Public Administration Research, 10(2), 55–70.

Kintanar, J. (2025). Awareness of Citizen’s Charter and its relationship to client satisfaction in public service delivery. Philippine Social Science Journal, 8(1), 101–115. https://doi.org/10.1515/pssj-2025-0008

Medes, R. A., Cruz, L. M., & Villanueva, P. D. (2025). Implementation of Republic Act No. 11032 and its effect on ease of doing business and client satisfaction. Philippine Journal of Public Administration, 69(1), 33–50.

OECD. (2017). Trust and Public Policy: How Better Governance Can Help Rebuild Public Trust. https://doi.org/10.1787/9789264268920-en

Osman, I., Ho, T. C. F., & Galang, M. C. (2015). The relationship between service quality and customer satisfaction in public service organizations. International Journal of Public Sector Management, 28(2). https://doi.org/10.1108/IJPSM-02-2015-0026

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.researchgate.net/publication/225083802

Peprah, W. K., Atarah, B. A., & Gyamfi, P. A. (2019). Citizen’s charter and service delivery in public institutions. International Journal of Public Administration, 42(5). https://doi.org/10.1080/01900692.2018.1466896

Perez, J. L., & Ilagan, K. P. (2019). Social media influence on public service satisfaction and institutional trust. Philippine Journal of Communication Studies, 6(1), 77–89.

Perez, L. C. (2022). The 'Citizen-First' approach: An analysis of the No Noon Break Policy implementation in frontline government services. Administrative Science Quarterly Review, 15(4), 210-225.

Perez, M. G., & Ilagan, L. S. (2020). Clients’ satisfaction on the frontline services of a government higher education institution. European Journal of Education Studies, 7(11), 239–262. https://doi.org/10.46827/ejes.v7i11.3364

Philippine Statistics Authority. (2023). Client satisfaction measurement report (4th quarter 2023). https://psa.gov.ph

Quiatchon, Q. T. (2023). Republic Act 11032 policy implementation and customer satisfaction in Calamba Water District: Basis for action plan. Journal of Interdisciplinary Perspectives, 3(1), 45–60. https://doi.org/10.69569/jip.2023.0012

Santos, D. V. (2023). From awareness to action: Assessing the impact of RA 11032 on institutional efficiency. UP Law Center Policy Series, 30(2), 15-34.

Santos, J., & Mercado, L. (2019). Citizen’s Charter awareness and client satisfaction. Philippine Journal of Public Sector Management, 4(1).

Santos, M. J., & Villanueva, R. L. (2024). The role of infrastructure and student satisfaction in a Philippine state university. Asia–Pacific Journal of Education and Social Studies, 12(1), 55–72. https://doi.org/10.9734/arjass/2024/v22i5532

Tan, C., & Villanueva, R. (2020). Enhancing service delivery through Citizen’s Charter awareness. Journal of Institutional Research South East Asia, 18(1), 88–102.

Turner, M. (2002). Choosing items from the menu: New public management in Southeast Asia. International Journal of Public Administration, 25(12), 1493–1512. https://doi.org/10.1081/PAD-120006118

Van de Walle, S., & Bouckaert, G. (2003). Public service performance and trust in government. Public Performance & Management Review, 26(3), 259–277. https://doi.org/10.1162/153095703321654391

Villanueva, K. F. (2025). Standardizing transparency: The evolution of the Citizen’s Charter in the digital era. Journal of Governance and Development Excellence, 19(3), 88-105.

Wang, Y., Lo, H. P., & Yang, Y. (2022). Service quality, customer satisfaction, and behavioral intentions in e-government services. Government Information Quarterly, 39(1), 101–115. https://doi.org/10.1016/j.giq.2021.101654

Xuan, X., Li, Z., Chen, X., Cao, Y., & Feng, Z. (2021). Study of the physical environment of waiting areas and its effects on patient satisfaction, experience, perceived waiting time, and behavior in China. Journal of Patient Experience, 8. https://doi.org/10.1177/23743735211018067

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education