University Frontline Services: Analyzing Citizen’s Charter Awareness and Its Relationship to Client Satisfaction among Internal Stakeholders
Year: 2026
Type: article
Study design: Observational Study
Abstract: It aimed to determine the university internal stakeholders’ level of awareness, perceived implementation of the Citizen’s Charter and the extent to which these factors correlate and influence client satisfaction and to further identify gaps and enhancement strategies. Results further showed a significant relationship between the level of Citizen’s Charter awareness and the overall satisfaction of internal stakeholders and a significant influence of both Citizen’s Charter awareness and perceived level of implementation on client satisfaction. Interviews from the participants emphasized that while stakeholders recognized the Charter’s existence and has positive perception on its implementation, engagement remains passive and dependent on visual exposure rather than structured communication that limits interaction with its content. The study concludes that while service quality is high, communication is underutilized. It recommends a proactive and scaled up dissemination strategies and standardized implementation to further enhance awareness and service quality.
Authors: Arvie C. Gan, Anne Cicely R. Samar
Institution: Aklan State University
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W7204223075