Performance of the frontline employees of the sucs in region ii

Abstract

Performance of the frontline service employees’ perceptions of their own abilities and actions to resolve a service failure to the satisfaction of the customer. Hence, it is the focus of this study to determine the level of performance of the frontline services in terms of their individual performance commitment rating; and clients’ satisfaction of the frontline employee of the SUCs in Region II. Mean and standard deviation was used in determining the significant difference between the individual performance commitment rating; and clients’ satisfaction with a total of 120 personnel and 1, 512 students respondents were assessed on their performance. Furthermore, since the results of the ANOVA proved that there are significant differences in the perceived clients’ satisfaction (for both personnel & services) when respondents are grouped according to SUCs and type of client; hence, the hypotheses of the study are confirmed.