Effectiveness of Client Satisfaction Rating System Towards An Enhanced Operation of the Dept. of Finance

Abstract

This study investigates the effectiveness of the Client Satisfaction Rating System (CSRS) implemented at the Department of Finance (DOF) in the Philippines. The research utilized a descriptive survey design with 180 respondents, encompassing both internal (regular employees and job order/consultants) and external clients (government instrumentalities, international institutions, and private entities). The study analyzed data on service quality dimensions (responsiveness, reliability, access and facilities, communication, costs, integrity, assurance, and outcome) and client observations/experiences (commending outstanding employees, addressing complaints, and considering recommendations). Findings indicate that the CSRS has positively impacted service quality and client satisfaction. Both internal and external clients strongly agree that the system has improved responsiveness, reliability, access to facilities, communication, cost-effectiveness, integrity, assurance, and overall service outcomes. However, internal clients show a lower level of agreement regarding the commendation of outstanding employees, potentially due to their familiarity with internal processes. Statistical analysis reveals a significant difference in the effectiveness of the CSRS between internal and external clients. While external clients demonstrate a positive correlation, suggesting a strong relationship between the system and its effectiveness, internal clients show a negative correlation, indicating a need for further investigation into factors influencing their satisfaction. The study concludes that the CSRS is effective in enhancing DOF operations and client satisfaction. However, the research highlights the need for further investigation into the specific factors influencing internal client satisfaction. The study recommends implementing a structured monthly rewards system, an annual "Employee of the Year" program, and a "first come, first served" policy for all employees to ensure fairness and inclusivity. This research provides valuable insights for the DOF to further improve its service delivery and enhance client satisfaction by continuously adapting and refining the CSRS.