This study generally assessed the level of satisfaction of employees and students on the frontline services in Cagayan State University Lal-lo Campus. Specifically, it determined the profile of the frontliner staff, the level of satisfaction of employees and students and the differences of the level of satisfaction of both employees and students. It attempted to assess the quality of services offered by the frontline service providers like the library, cashier's office, accounting office, business office, student services office, medical and dental service office and the like. After the assessment made, it is believed that the findings would serve as bases for the improvement of services offered since it will indicate the performance of each frontline service.
The descriptive survey design method of research was used with a questionnaire as the sole data-gathering instrument. Complete enumeration was used since all the employees and students of this campus were the respondents of the study.
The students described the frontline services offered them “better” similar with the faculty and staff. However, the faculty and staff gave the guidance and medical/dental offices with a “best” rating.
Service satisfaction, service providers, client satisfaction
