Learning Resource and Development

Client-based assessment of service delivery: evaluating the work-from-home arrangement of offices in Camarines Sur Polytechnic Colleges Buhi Campus / Ma. Mhabel L. Oafallas, Maria Philline M. Ocampo, John Paul M. Obsuna, and Jaspher D. Abundo.

By: Contributor(s): Material type: TextTextPublication details: Buhi, Camarines Sur : Camarines Sur Polytechnic Colleges, 2025. Description: 128 leavesContent type:
  • text
Media type:
  • unmediated
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  • volume
Dissertation note: Undergraduate Thesis (BSOA)- Office Administration. Camarines Sur Polytechnic Colleges, 2025. Abstract: This study investigated "Client-Based Assessment of Service Delivery: Evaluating the Work-From-Home Arrangement of Offices in Camarines Sur Polytechnic Colleges Buhi Campus". This study assessed the client-based evaluation of service delivery during the Work-From-Home (WFH) arrangement implemented at Camarines Sur Polytechnic Colleges-Buhi Campus. It examined the profile of clients who accessed services, the perceived level of service delivery across the indicators of timeliness, accessibility, professionalism, responsiveness, and accuracy, and the challenges encountered during remote transactions. Using a descriptive research design, data were gathered from 120 clients through a structured survey questionnaire. Findings revealed that most clients were young adults, predominantly female, and mainly students, with the highest number of transactions recorded in the Registrar's Office and the Cashier's Office. The overall level of service delivery was rated from Good to Excellent, with professionalism, responsiveness, accuracy, and timeliness obtaining Excellent ratings. Accessibility was rated Good. Professionalism-related issues were minimal, indicating that employees maintained respectful and competent conduct while working remotely. Despite positive evaluations, clients frequently experienced challenges involving delays in processing, slower response times, and difficulty contacting personnel. These challenges were attributed primarily to system and communication limitations rather than employee behavior. The study concludes that CSPC Buhi Campus sustained strong service performance under the WFH setup but would benefit from enhanced digital systems, streamlined communication, and improved workflow structures to increase efficiency in future remote or hybrid operations.
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Item type Current library Shelving location Call number Copy number Status Date due Barcode
Unpublished Materials Unpublished Materials CAMPUS CSPC Undergraduate Thesis Section UTH BSOA Oa2c 2025 (Browse shelf(Opens below)) 1-1 Not for loan 00260UM-BUH

Undergraduate Thesis (BSOA)- Office Administration. Camarines Sur Polytechnic Colleges, 2025.

Includes bibliographical references.

This study investigated "Client-Based Assessment of Service Delivery: Evaluating the Work-From-Home Arrangement of Offices in Camarines Sur Polytechnic Colleges Buhi Campus". This study assessed the client-based evaluation of service delivery during the Work-From-Home (WFH) arrangement implemented at Camarines Sur Polytechnic Colleges-Buhi Campus. It examined the profile of clients who accessed services, the perceived level of service delivery across the indicators of timeliness, accessibility, professionalism, responsiveness, and accuracy, and the challenges encountered during remote transactions. Using a descriptive research design, data were gathered from 120 clients through a structured survey questionnaire. Findings revealed that most clients were young adults, predominantly female, and mainly students, with the highest number of transactions recorded in the Registrar's Office and the Cashier's Office. The overall level of service delivery was rated from Good to Excellent, with professionalism, responsiveness, accuracy, and timeliness obtaining Excellent ratings. Accessibility was rated Good. Professionalism-related issues were minimal, indicating that employees maintained respectful and competent conduct while working remotely. Despite positive evaluations, clients frequently experienced challenges involving delays in processing, slower response times, and difficulty contacting personnel. These challenges were attributed primarily to system and communication limitations rather than employee behavior. The study concludes that CSPC Buhi Campus sustained strong service performance under the WFH setup but would benefit from enhanced digital systems, streamlined communication, and improved workflow structures to increase efficiency in future remote or hybrid operations.

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