Decoding Frontline Service Excellence: SERVQUAL Analysis in Northern Philippines' State University

This research investigated the quality of frontline services at Isabela State University (ISU) using theService Quality (SERV-QUAL) framework. It focused on the following dimensions: tangibles, reliability,responsiveness, assurance, and empathy. The study aimed to assess ISU frontline services in relation tomeeting the expectations of student leaders, the key stakeholders. The research employed a combination ofdescriptive research methods and inferential statistics. Data were gathered through survey questionnairesadministered to a sample of Student Body Organization (SBO) officers in ISU System. Statistical toolssuch as frequency counts, percentages, and weighted means were utilized to analyze the survey data,providing insights into satisfaction levels across different frontline service dimensions.Results indicate agenerally high level of satisfaction among student leaders to the services provided by frontline offices,particularly in terms of reliability, assurance, and tangibles. However, areas for improvement wereidentified, particularly in responsiveness and empathy, suggesting opportunities for enhancing servicedelivery. This study underscores the significance of frontline services in shaping organizationaleffectiveness and stakeholder satisfaction within higher education settings.