Demographic insights in service quality and citizen's charter implementation

This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical analyses, including descriptive and inferential methods, revealed that San Mariano consistently outperformed Ilagan in all SERVQUAL dimensions. Higher scores in tangibles, reliability, and responsiveness at San Mariano suggest stronger infrastructure, timely service delivery, and attentiveness. Assurance and empathy scores indicate that respondents at San Mariano perceived staff as more knowledgeable and compassionate. Demographic analyses highlighted a strong correlation between type of respondent and educational attainment, reflecting the influence of qualifications on roles. The findings emphasize the importance of infrastructure, staff responsiveness, and personalized attention in shaping service quality perceptions, particularly for campuses like Ilagan, where targeted improvements in tangibles and empathy are needed to enhance stakeholder satisfaction.