Mapping service quality through demographic clustering in Northern Luzon State University

This study evaluated the implementation and impact of the Citizen’s Charter at Isabela State University, Echague Campus, with a focus on its effectiveness in improving service delivery among non-teaching and teaching personnel. Employing a quantitative research design, the study utilized a structured survey to assess various dimensions of the Citizen’s Charter, including tangibles, reliability, responsiveness, quality assurance, and empathy. A total of 139 participants, comprising non-teaching and teaching personnel, provided their insights and satisfaction ratings. The findings revealed consistently high satisfaction levels across both groups, with grand means of 3.29 for non-teaching personnel and 3.39 for teaching personnel in terms of tangibles, indicating positive perceptions of facilities and service quality. Cluster analysis identified three demographic groups—married males, single males, and married females—with civil status emerging as the strongest determinant of satisfaction levels (correlation of 0.79), followed by gender (0.42). Educational attainment had minimal influence (0.37), underscoring the significance of relational and personal factors in shaping satisfaction. Non-teaching personnel rated tangibles and reliability more highly, while teaching personnel emphasized responsiveness, reflecting differences in expectations and service interactions. Key drivers of satisfaction included timely service delivery, adherence to the Citizen’s Charter, and empathetic client engagement.