Author

Irene U. Villa*
Cebu Technological University – Main Campus/Cebu City, Cebu, Philippines

Abstract

Efficient frontline governance ensures that clients receive timely, transparent, and equitable services, contributing significantly to national development and improved quality of life. This study assessed client satisfaction and service delivery challenges at the Municipal Assessor’s Office of Sogod, Southern Leyte. Utilizing a descriptive-correlational design, 261 clients were surveyed using a questionnaire adapted from the SERVQUAL model. Data were analyzed using weighted mean, frequency distribution, and Chi-square tests. Results indicated a generally high level of client satisfaction across all eight service quality dimensions, with an aggregate mean of 4.44 (“Very Satisfied”). The office performed well in procedural compliance, staff courtesy, and outcome reliability. However, significant challenges persist, most notably long processing times, unapproachable or impolite staff, unreliable technological systems, and a lack of proactive transaction status updates. Furthermore, statistical analysis revealed that client satisfaction levels vary significantly based on age, occupation, and frequency of transaction. The study concludes that while overall satisfaction is high, these specific, critical gaps hinder the office from achieving consistent excellence in frontline service delivery. The findings provide empirical evidence for targeted interventions. Consequently, a comprehensive, evidence-based Action Plan is proposed to address the identified challenges through process streamlining, staff capacity building, technology upgrades, and enhanced client communication mechanisms, aiming to translate high satisfaction scores into sustained, equitable, and excellent public service.

Keywords: Public Administration, frontline governance, client satisfaction, service delivery, Municipal Assessor’s Office, SERVQUAL Model, descriptive-correlation, action plan, Southern Leyte, Philippines.

*Corresponding author/ Email: villaayenn26@gmail.com
DOI: http://doi.org/10.69651/PIJHSS0502952

Recommended citation:
Villa, I. U. (2026). Frontline governance: An analysis of client satisfaction and service delivery challenges in the Municipal Assessor’s Office. Pantao (The International Journal of the Humanities and Social Sciences) 5 (2), 967-983. http://doi.org/10.69651/PIJHSS0502952

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