CLIENT SATISFACTION UNVEILED: EVALUATING SERVICE QUALITY, EMPLOYEE COMPETENCE AND SUSTAINABLE ENVIRONMENTAL PRACTICES IN A NEGOSYO CENTER IN MISAMIS ORIENTAL

The Negosyo Center serves as a key government-led hub that supports local business development, making client satisfaction critical to its overall effectiveness. In response to the growing need for improved public service delivery and business support, this study evaluates the association between selected factors—service quality, employee competence, sustainable environmental practices, and client satisfaction among Micro, Small, and Medium Enterprises (MSMEs) in a Negosyo Center in Misamis Oriental. Utilizing a descriptive-correlational research design, data were gathered from 104 MSME clients through a researcher-made questionnaire and random sampling. Descriptive statistics such as mean, frequency, percentage, and standard deviation were used to summarize responses. Findings showed that all three variables were rated “very high,” indicating strong agreement among clients on the presence and quality of these practices. Among the service quality dimensions, tangibility received the highest rating, followed by responsiveness, empathy, reliability, and assurance. For employee competence, professionalism ranked slightly higher than employee skills, while sustainable environmental practices were also seen as “always practiced.” Client satisfaction was likewise rated “very high.” Spearman’s rho correlation revealed that all three independent variables had a significant positive association with client satisfaction. Employee competence showed the strongest correlation, followed by service quality and sustainable environmental practices. However, awareness of sustainability practices and problem-solving skills were identified as areas needing improvement to sustain quality service delivery. The study concludes that strengthening employee competence, enhancing service quality, and increasing awareness of sustainability initiatives are essential to further improving client satisfaction at the Negosyo Center. Future research may explore longitudinal assessments of service delivery outcomes, comparative evaluations across multiple Negosyo Centers nationwide, and the mediating roles of digital innovation and regulatory compliance in shaping sustainable client engagement.