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1. Measures of Service Quality Among the Frontline Services of Isabela State University: Its
Implications to Clienteles’ Satisfaction

Proponent
William R. Eustaquio, Ph.D. – Project Leader

Abstract

Isabela State University, as it aims to be a leading, vibrant and comprehensive and Research
University in the country and ASEAN region offers different programs and services to its clientele.
Serving the students for several years, feedback and criticisms, whether constructive of not, were
heard and addressed to the Office of the Student Affairs Services (OSAS) regarding the processing
of documents and other information and services needed by the clientele. Being the head of the
studentry, customer satisfactions one of the main targets of the office and in order to ensure the
continuous provision of the best quality services and to keep track of the quality service
improvements of the university, the proponents wanted to find out measure the level of satisfaction
of customers towards the offered services. This will be done for the proponents as well as the
administrators to evaluate if there are improvements in the mentioned frontline services and better
understand the needs and expectations of users as well as reinforce the consistently best
performing units.

Study 1: Clientele Satisfaction on Admission, Testing, Orientation, Housing, Scholarship,
Health, Socio- Cultural, Sports, Food, ICT Services and Student Organizations of Isabela
State University

Proponents
Lilibeth L. Sanchez
Tomasa Lania
Christian Guillermo
Melanie Dela Cruz

Abstract

The Isabela State University staff and faculty members motivate high school students to enroll in
the University by doing information dissemination drive in the different barangay, high schools of
the municipality even in the nearby towns of the province. Once decided to enroll in the university,
they will take the entrance exam and once passed, they are required to attend the orientation
program, rules and regulations, policies and guidelines of each program and college will be
discussed. Students’ problems and difficulties in the university will be coordinated to the guidance
counselor. Thus, this brings us to understanding that students will have more opportunity to support
their continued enrollment into higher educational institutions and on how well the educational
programs and services met students’ expectations for services. Hence this, study will attempt to
find out the clientele satisfaction to the Testing, Orientation, Guidance, Housing and scholarship of
the Isabela State University.