Frontline Online Services Delivery Performance and Clients’ Satisfaction in Department of Education Calamba City

Abstract ―​

This study's primary objective was to evaluate the performance level of the frontline online services employees in the Schools Division Office (SDO) Calamba City in terms of quality, efficiency, and timeliness, as well as the level of clients’ satisfaction with frontline online service delivery in the Schools Division Office (SDO) Calamba City in terms of reliability, responsiveness, assurance, and empathy. The research also aimed to assess the relationship between the performance level of frontline online services employees as to the level of clients’ satisfaction with frontline online service delivery. The data were statistically processed using weighted mean, Likert-scale, and Pearson r to analyze the relationship of the variables in this study, which used the descriptive correlational method. Respondents of the study were the heads, employees, and clients of the Schools Division Office (SDO) Calamba City. The findings revealed in their online frontline service delivery, the Schools Division Office (SDO) Calamba City employees demonstrated a high level of performance and adherence to quality standards. Also, clients of the SDO in Calamba City reported high levels of satisfaction with the online service delivery at the frontline. Whereas, the result also showed that there was a significant relationship between the performance level of frontline online service delivery in SDO Calamba City and the level of clients’ satisfaction on frontline online service delivery in SDO Calamba City which had the r values ranging from .209 to .422, respectively, all of which were less than the level of significance at .05. The proponent prepared and presented an action plan to the Schools Division Office Calamba City in Laguna. The action plan indicated opportunities for capacity development in the online frontline service delivery of the Schools Division Office (SDO) in Calamba City. This may maintain and further enhance the performance level of the Frontline Online Services Employees.