In-depth analysis of the consolidated client satisfaction survey report in Kalinga State University

This study presents an in-depth analysis of the consolidated Client Satisfaction Survey (CSS) conducted at Kalinga State University (KSU) in 2024. As mandated by Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, public institutions are required to implement feedback mechanisms to ensure responsive, transparent, and client-centered services. The study examines the levels of awareness, visibility, and usefulness of the Citizen’s Charter among clients, evaluates service quality dimensions, and identifies strengths and areas for improvement based on client feedback. Employing a mixed-methods approach, data were gathered from ten colleges within KSU’s Bulanao Campus. Quantitative results revealed a high overall satisfaction rating, with integrity, assurance, and outcome emerging as the top-rated service quality dimensions. Clients frequently highlighted courteous, prompt, and efficient services, emphasizing staff professionalism and equitable treatment. Qualitative responses reinforced these findings but also pointed to the need for physical improvements, particularly better ventilation and air-conditioning in service areas. The study concludes that while KSU has established a strong service culture, continuous enhancements—especially in physical facilities—are essential to elevate client experience and institutional excellence.