Client Service Quality of The Board of Investments
Client Service Quality of The Board of Investments
Client Service Quality of The Board of Investments
Abstract
1
Master in Business Administration Program, Polytechnic University of the Philippines, Sta. Mesa,
Manila. E-mail address: [email protected]
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Introduction
Client service quality is very important and a priority, from anticipating their
needs, making sure everyone feels welcomed and appreciated, and exceeding
expectations. Most companies focus on the Clients' experience to define success
for their businesses, similar to that innate characteristic of people as consumers,
they tend to observe and compare people, services, or things with each other.
However, not all clients can be devoted, some are only interested in price,
location, purchasing power, or may crave variety.
In the private sector, Client experience roles are often clearly defined. But in
the public sector, the role of client service professional isn’t always as explicit,
though it is equally important.
In the clients’ point of view, there are often situations wherein they think they
do not get what they deserve. In other aspects aside from the quality of the goods
they acquire or buy, they also look into consideration the service that they get, and
it can have a big impact on the satisfaction rate of those Clients. For the company
or agency to become really successful, maintaining strong relationship with clients
is crucial to retain them, as well as having good client support service. Value and
satisfaction creates huge impact on loyalty in client relationships and loyalty can
also enhance satisfaction level among others and by word of mouth and good
feedback it can help the company or agency to further grow and improve in the
future.
Theoretical Framework
The agency’s good client service will help with the agency’s growth in terms
of quality service and satisfaction rate by the clients. By focusing on the ways
companies and agencies handle different kinds of issues with client service, and
how they deal with it and how they look on the areas of improving their policies as
based on good client service. Another thing is the consideration of the impacts of
the situations on the clients as well as the employees and how they handle them.
The government plays a critical role in providing services to the people, such
as security, education, legal services, public transport, health care, utilities, clean
air, etc.
Berry (1990) mentioned that there are ten 'Quality Values' which influence
satisfaction behavior i.e. Quality, Value, Timeliness, Efficiency, Ease of Access,
Environment, Inter-departmental Teamwork, Front line Service Behavior,
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Method of Research
The researcher used the Descriptive Method to answer the questions and
describe the data and characteristics of the subject being studied. It is used in many
fields of investigation due to its applicability to solve different kinds of problem. It
involves the description, recording, analysis and interpretation. In this study, a
survey approach was used.
When the study was conducted, the researcher did not disclose the fact that
she is an employee of the agency.
Client respondents were “Very Satisfied” on the service quality of the Board of
Investments in terms of service outputs. Respondents’ perception among the items
under service outputs showed “Reliable” with a highest weighted mean of 1.28 and
rank of 1, followed by “Completeness” and “Producing Positive Results,” both with
a weighted mean of 1.31 and rank of 2.5, and “Presentation” which obtained the
lowest weighted mean of 1.39 and a rank of 4. It may be due to possible
improvements in the presentation factor with regards to prescribed report formats
of the government sector.
“Being able to attend to client’s requests and inquiries after service” with a
weighted mean of 1.31, ranked 2, and lastly, “Openness to Feedback” and
“Continued relationship with client” both obtained the lowest weighted mean of
1.32, ranked 3.5. Openness to feedback’s low ranking may be due to the necessity
of availing the services of the BOI, for this reason, a feedback mechanism is
overlooked and not taken into consideration by the agency as well as the clients,
similar with continued relationship with client in which the agency may not have
been prioritizing after it has catered to its proponents. However, the interpretations
were still “Very Satisfied” for these factors.
Client respondents were “Very Satisfied” on the service quality of the Board of
Investments in terms of accuracy of services. Respondents’ perception, among the
items under accuracy of services, ranked the highest are “Overall service conforms
to correct standards,” “Inflow of benefits from BOI’s services” and “Overall Quality
of service given by the BOI” equally with a weighted mean of 1.26 followed by
“Factual/Truthful Service” obtained the lowest weighted mean of 1.28, ranked 4.
The lowest rank may have been the least graded by the respondents but overall, it
still garnered “Very Satisfied” grade.
quality of the Board of Investments in terms of all variables were not significantly
different.
Conclusions
Using the weighted mean in the determination of overall client service quality
as assessed by BOI external clients, all of the variables and all of the questions
attained high weighted means with verbal interpretation of "Very Satisfied."
References
Ballard, M. J., and Mildred E. Warner. (2000). “Taking the High Road: Local
Government Restructuring and the Quest for Quality.”, Ithaca Cornell
University: 1 - 41.
Deller, S. C., Carl H. Nelson, and Norman Walzer (1992). "Measuring Managerial
Efficiency in Rural Government." Public Productivity & Management
Review 15(3 (Spring)): 355-370.
Frederick Reichheld (1996) “The Loyalty Effect: The Hidden Force Behind Growth,
Profits, and Lasting Value,” Harvard Business School Press, 1996
James Heskett,W. Early Sasser, and Leonard Schlesinger (1997), “The Service
Profit Chain”, Free Press; First Edition edition (April 10, 1997)
Kotler P., Armstrong G., Saunders J. Wong V. (2002) "Principle of Marketing", 3rd
edition, Pretence Hall Europe.
Kotler, P. and Keller, K. L. (2009) "Marketing Management" (13th end). New Jersey:
Pearson Education Inc.
Micheal.R Solomon (2009). "Consumer behaviour, Buying, Having and Being", 8th
edition, Pearson education, Inc.
Merriam-Webster Dictionary
Warner, M., and Amir Hefetz (2002a). "Applying Market Solutions to Public
Services: An Assessment of Efficiency, Equity, and Voice." Urban Affairs
Review 38(1): 70-89.
Wilson A., Zeithaml V.A., Bitner M.J., Gremler D.D. (2008) “Services Marketing”,
McGraw-Hill Education
Zeithaml V. A., Bitner M. J., Gremler D. D. (2006) "Services Marketing", 4th edition,
McGraw-Hill.