CLIENT’S SATISFACTION WITH ZSCMST FINANCE MANAGEMENT

SERVICE DELIVERY SYSTEM

A Research Proposal

Presented to

Faculty Members of the Master in Public Management Zamboanga

State College of Marine Sciences and Technology

In Partial Fulfillment for the Requirements in

Research and Statistics (PM212)

Angelie G. Guerrero

2022
 Chapter 1

INTRODUCTION

Background of the Study

Client satisfaction is the primary goal of every institution. This plays an essential

role in determining success in the service being delivered by the employees. Through

these managers will be able to know which area needs to be improved in terms of

delivering services. Clients are assets and their satisfaction is what we need. Hence, this

study intends to measure and evaluate clientele’s satisfaction with services provided by

the ZSCMST Finance Management Service.

According to Baba, Bizri & Hammoud (2018) reliability, efficiency, ease of use;

responsiveness and communication; and security and privacy significantly impact

customer satisfaction, with reliability being the dimension with the strongest impact. To

know the customers’ desires, the company can build direct interaction with them. The

company can investigate customer satisfaction levels (Razafimanjary Maminiaina Aimee,

2019).

According to Reyes (2013), the Local Government Units of Angeles and San

Fernando should employ activities for staff to be well-trained and informed with their

role technically and functionally so that they will build trust and confidence in serving

their customers. If they feel uncertain about them, the perceived risk would be high and

may affect customer satisfaction. It may also bring hesitation about whether to avail of

the service or to postpone it.

 With citizens being considered customers, Government institutions are obliged to

implement the mission to serve society and satisfy the clients’ needs. Standards of service

are being used in raising the level of the clients’ satisfaction. Client satisfaction and

quality service are important factors that government institutions must consider because

they will help the institutions grow and remain competitive in government services.

Agencies need to know how to measure these things from the clients’ perspective to

understand their needs and satisfy them.

The researcher comes up with the study to know if the ZSCMST Finance

Management Service clients are satisfied with their products and services being delivered.

This study will also help and improve its customers’ satisfaction and its employees serve

better to their clients.

Theoretical Framework

Service quality can be accessed with the SERVQUAL scale (Khan & Fasih

(2014). SERVQUAL scale measures the quality of service before and after the

consumption of a service, with five dimensions, namely tangibility (visible elements of a

service such as buildings, sites, and tools); reliability (the ability for a service provider to

assure customers of reliable and proper service); responsiveness (how fast service

providers respond to customer queries/ the willingness for service providers to assist

customers and provide prompt services); assurance (the level of knowledge displayed by

a service provider when delivering its services and their ability to inspire; empathy (The

provision of caring, individualized attention to customer).

 Figure 1. SERVQUAL Model

SERVQUAL Theoretical Framework (Adopted from Khan & Fasih, 2014,

p.339 and Kaura, et al., 2012, p.69, after, Parasuraman et al., 2005)

Figure 1 shows the five identified principal dimensions that customers use to

judge service quality that will help the service provider determine whether the current

service meets their customer expectations and satisfies them.

Conceptual Framework

This framework includes the independent variable, dependent variable, and

moderator variables of the study illustrating the differences of each other.

Figure 2 shows the conceptual model in the clients’ satisfaction with the

ZSCMST Finance Management Service delivery system. Also, the figure indicates that

the independent variables are the Processing of Monthly Payroll & Remittances,

Preparation of Financial Reports, Release of Voucher for Various Scholarships,

Processing of Vouchers of Various Purchase Orders from Suppliers, and Request of Pay

slips, Income Tax Return (ITR) and Other Documents.

In contrast, the dependent variable is satisfaction with the clients’ service delivery of

ZSCMST Finance Management Service.

Independent Variable Dependent Variable

Services provided in the

ZSCMST Finance
Management Services Satisfactions on the
 Preparation of clients’ service delivery
Financial Reports of ZSCMST Finance
 Processing of Management Services
Monthly Payroll &
 Tangibles
Remittances
 Reliability
 Release of
Voucher for  Responsiveness
Various  Assurance
Scholarships  Empathy
 Processing Voucher of
Various Purchase
Order from different
Suppliers
 Request of
Pay slips,
Income Tax
Return (ITR)
and other
Documents.

Sex (Assigned at birth)

Age
Address
Civil Status
Employment Status

Moderator Variables

Figure 2. Conceptual Model

 Also, to identify the differences between the two variables, moderator variables

include sex (assigned at birth), age, address, civil status, and employment status.

The moderator variables may moderate the clients’ satisfaction with service

delivery of ZSCMST Finance Management Services. The researcher wants to know the

level of satisfaction of female respondents in terms of tangibles, reliability,

responsiveness, assurance, and empathy than male or the level of satisfaction of male

respondents in terms of tangibles, reliability, responsiveness, assurance, and empathy, or

no difference at all in terms of the sex of the respondents. The same with age, if ages

range 21-30 and 31-40 experience more satisfaction in terms of tangibles, reliability,

responsiveness, assurance, and empathy or ages range 41- 50, 51-60 and 61 above

experience in terms of tangibles, reliability, responsiveness, assurance, and empathy. Or

no difference at all in terms of the age of the respondents. And also, the same with the

civil and employment status, the researcher wants to find out if the civil and employment

status affects the clients’ satisfactions on service delivery of ZSCMST Finance

Management Services.

Statement of the Problem

The study aims to determine clients’ satisfaction with the ZSCMST Finance

Management Services delivery system. Particularly, the researcher seeks answers to the

following questions:

1. What is the extent of services provided by the ZSCMST Finance Management

Services in terms of;

 1.1 Preparation of Financial Reports

1.2 Processing of Monthly Payroll and Remittances,

1.3 Release of Voucher of Various Scholarships,

1.4 Processing Voucher of Various Purchase Order from Different Suppliers,

1.5 Request of Pay slip, Income Tax Return and other Documents

2. What is the level of customers’ satisfaction in terms of;

2.1 tangibles,

2.2 reliability,

2.4 responsiveness,

2.5 assurance, and

2.5 empathy

3. Is there a significant difference in the clients’ satisfaction with the ZSCMST

Finance Management Service delivery system when respondents are grouped

according to their sex, age, civil status, address, and employment status?

4. Is there an association between the services provided in the ZSCMST Finance

Management Service and customers’ satisfaction?

Hypothesis

The researcher formulates the following null hypotheses.

 There is no significant difference in the clients’ satisfaction with the ZSCMST

Finance Management Service delivery system when respondents are grouped according

to their sex, age, civil status, address, and employment status.

There is no association between the services provided in the ZSCMST Finance

Management Service and customers’ satisfaction.

Significance of the Study

The results of this study can benefit the following:

Administrators

The study's findings will help the administrators plan on how to address

customers’ complaints and suggestions. Through this, they can help the management

think of strategies for improving the service delivery.

Managers

This study will help the managers on how to understand the needs and demands of

the customers. It will give them knowledge on how to assess and improve the service

delivery.

Supervisors

The study results will be the basis of supervisors in providing data to the

management regarding customers’ satisfaction. They can help the management think of

strategies on how to improve the service delivery.

Employees

This study will help the employees know if the customers they are serving are

satisfied with service delivery. This will help them improve their services towards their

clients and do an extra mile service like getting to know their customers and serving them

courteously.

Customers

The findings of the study will help the customers assess the performance of

ZSCMST Finance Management in delivering their services. This will allow them to voice

out what they observed and experienced with the service. With this, they can also help the

ZSCMST Finance Management on what to improve in service delivery.

Stakeholders

This study will help the stakeholders monitor the performance regarding the level

of customers’ satisfaction. They can help the management think of strategies on how to

improve the service delivery.

Other Agencies

The results of the study will give the other SUCs like WMSU, ZSPPU, BaSC and

others knowledge of what aspects they can do to improve their service delivery and what

factors they should consider satisfying the needs of their clients.

 Future Researchers

The study's findings will help future researchers be aware and knowledgeable

about customers’ satisfaction. This study will allow them to get some additional

information for their research study.

Scope and Delimitation of the Study

This study will focus on the client’s satisfaction with the ZSCMST Finance

Management service delivery system. This study aims to know the services provided in

the Finance Office, the level of customers’ satisfaction in terms of tangibles, reliability,

responsiveness, assurance, and empathy.

Furthermore, the study will be conducted in ZSCMST Finance Management with

an estimated 245 teaching and non-teaching personnel as of December 2022, and almost

4000 students coming from Basilan, Sulu, Tawi-Tawi, Zamboanga del Norte, Zamboanga

del Sur, and Zamboanga Sibugay.

Zamboanga del Sur has the highest number of employees and students’

population of ZSCMST. Hence, the researcher will delimit the number of respondents

from the Zamboanga City area.

Furthermore, the researcher will limit the number of respondents to avail of different services

of ZSCMST Finance Management Office. The researcher uses the online Slovin formula

calculator in determining the population sample size. The selected respondents will be

composed of different age range, namely, 21-30 years old, 31-40 years old, 41-50 years old,

51-60 years old, and 61 years old and above. The researcher considers this study to determine

the client’s satisfaction with the ZSCMST Finance Management Office service delivery

system.
Definition of Terms

For a better understanding of the study, the following terms are operationally

defined.

Assurance. This means that the customers feel secure with knowledge and

courtesy and their ability to portray trust and confidence among ZSCMST Finance

Management Employees.

Client Satisfaction. This refers to describing how services provided by the

employees to meet or exceed customers’ expectations.

Customer loyalty. This is the result when the clients of ZSCMST Finance

Management are satisfied with the services.

Empathy. This is the ability to give care and pays attention to the demand of

clients.

Reliability. This is the ability of the fund to provide services accurately, on time,

and credibly, someone whom the members can depend on.

Responsiveness. This is the ability of the fund to solve the problem fast, deal

with customers’ complaints effectively, and actively respond to customers' needs.

Scholars. These are the students who can avail of the services of ZSCMST

Finance Management Office.

Service Quality. It is operationally defined as the degree of the overall

excellence of the fund that meets customers’ expectations.

Tangibles. These refer to the fund's physical factors like equipment, comfort

rooms, employees, and communication materials on the customer.

 Chapter 2

METHODOLOGY

This chapter presents the research methodologies used in the study. This includes

the research design, locale of the study, population sampling design, research instrument,

data gathering procedures, and statistical tool.

Research Design

The study will use the quantitative method with a descriptive-inferential research

design. Also, the researcher will utilize the survey method to obtain the needed data and

determine the client’s satisfaction with the ZSCMST Finance Management Office service

delivery system.

According to Shona McCombes (2019), a descriptive research design can use

various research methods to investigate one or more variables. It accurately and

systematically describes the population, situation, or phenomenon. Inferential statistics

help you come to conclusions and make predictions based on your data. Most of the time,

you can only acquire data from samples because it is too difficult or expensive to collect

data from the whole population you are interested in (Pritha Bhandari, 2021).

Research Locale

The study will be conducted in ZSCMST Finance Management Office with an estimated

245 teaching and non-teaching personnel and almost 4000 students coming from Basilan,

Sulu, Tawi-Tawi, Zamboanga del Norte, Zamboanga del Sur, and Zamboanga Sibugay.

ZSCMST Finance Management Office is located at Fort Pilar Street, Rio Hondo,

Zamboanga City, 7000, Zamboanga del Sur.

 The researcher chooses ZSCMST Finance Management Office as the research

location to know how the service quality be improved at ZSCMST Finance Management

Office. This research will help the Finance Management Office know how satisfied the

clients are with the services being provided.

Population and Sampling Design

The total population of Pag-IBIG Fund Zamboanga Branch is approximately

197,000. The respondents come from Basilan, Sulu, Tawi-Tawi, Zamboanga del Norte,

Zamboanga del Sur, and Zamboanga Sibugay. To maximize the interpretation,

understanding, and use of the study, the researcher will use simple random sampling.

A simple random sample is a randomly selected subset of a population. In this

sampling method, each member of the population has an exactly equal chance of being

selected (Lauren Thomas, 2020).

With the greater number of Pag-IBIG Fund Zamboanga Branch populations, the

researcher randomly selected three hundred eighty-three (383) respondents from

Zamboanga City that can make a concrete conclusion to the research topic.

Research Instrument

The researcher will utilize a research-made questionnaire checklist that gathered

the needed data from Pag-IBIG Fund Zamboanga Branch clients or

respondents. The draft questionnaire is based on the researcher’s readings, previous

studies, published and unpublished data relevant to the study.

In addition, the research instrument will be shown to the adviser for comments,

corrections, and suggestions.

The survey questionnaire checklist will be used as an instrument to get the data

needed for the study.

Data Gathering Procedure

Before the survey starts, the researcher will make a consent letter addressed to the

Area Head of Pag-IBIG Fund Zamboanga Branch. It will contain information about the

conduct of research in the office.

In addition, if the consent letter will be approved by the Area Head of Pag- IBIG

Fund Zamboanga Branch, it will aim to get the trust and confidence of the research

participants.

After the survey, the researcher will gather all the data, and the data gathered will

be group and organize in a tabular form. The researcher will use Microsoft Excel to

analyze the data that can be collected.

Statistical Tools

The researcher will use the following statistical tools, including percentage

frequency distribution, weighted mean, t-test, and ANOVA.

Frequency count. This will use to identify the number of responses of the

respondents based on their demographic profile.

 Weighted Mean. This will answer the first and second research problem about

the clients’ satisfaction and service delivery system at the Pag-IBIG Fund Zamboanga

Branch.

t-test. This will answer the third research problem about the significant

difference in the clients’ satisfaction with the Pag-IBIG Fund Zamboanga Branch service

delivery system when respondents are grouped according to their sex (assigned at birth)

and address.

Analysis of One-way Variance (ANOVA). This will answer the third

research problem about the significant difference in the clients’ satisfaction with the Pag-

IBIG Fund Zamboanga Branch service delivery system when respondents are grouped

according to their age, civil status, and employment status.

Pearson r. This will determine the association between the services provided by

the Pag-IBIG Fund and customers’ satisfaction.

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