A Proposed Service Delivery Enhancement Program for Colleges and Universities in the Provinces of Samar

International Journal of Economics and Management Studies

© 2019 by SSRG - IJEMS Journal

Volume 6 Issue 4

Year of Publication : 2019

Authors : Osito T. Somoray, JR

10.14445/23939125/IJEMS-V6I4P116

How to Cite?

Osito T. Somoray, JR, "A Proposed Service Delivery Enhancement Program for Colleges and Universities in the Provinces of Samar," SSRG International Journal of Economics and Management Studies, vol. 6,  no. 4, pp. 108-118, 2019. Crossref, https://doi.org/10.14445/23939125/IJEMS-V6I4P116

Abstract:

This study focused on the assessment of the level of service delivery skills and service delivery performance of higher education administrators in the colleges and universities in the provinces of Samar along the aspects of the administrators’ profile, their service delivery skills in terms of monitoring, influencing, information access and articulating; and the effectiveness of the service delivery provided by them to the public in terms of the standard performance of efficiency, effectiveness, economy, entitlement, and responsiveness.Specifically, the study sought to find out the profile characteristics of higher education administrators in terms of age, sex, civil status, educational attainment;’ and the skills of administrators as assessed by stakeholders, employees and the administrators; and the effectiveness of the level of service performance as self-evaluated by the administrators themselves, and as assessed by the employees and the stakeholders. Likewise, the study also determine the significant relationships between these three main variables of the study; as well as the significant difference on the assessment of the level of service delivery skills when grouped as administrators and employees, administrators and stakeholders, and employees and stakeholders.As to profile of the administrators, a majority of them were in their late thirties and early forties; female, married, and were college graduates, with a few who have earned advanced units in master’s and doctoral programs. Majority of them were able to attend seminars and training on academic leadership.The level of effectiveness of service delivery provided to the public in terms of the standard of efficiency, as evaluated by the three groups of respondents: administrators, employees, and stakeholders, were in agreement for “efficient”, “effective” and “economical” ratings, respectively. As to entitlement, it was considered “very much entitled”. As to the effectiveness, majority indicated only “responsive”. As to self-evaluation of the public service delivery skills of administrators, majority rated themselves “skilled” on monitoring, “highly skilled” on influencing; and only “skilled” on information access. However, a “highly skilled” rating was given for articulating. As to the assessment by employees, these were “highly skilled” on
monitoring, influencing, information access, and on articulating. As to the assessment of the stakeholders, majority indicated only “skilled” on monitoring, influencing, information access and articulating.The test of relationship between the profile of the administrators as
to age, sex, educational attainment, seminar and trainings attended and the level of their service delivery skills, were found to be significantly related; civil status was the only one found not significant. Civil status and educational attainment were not significantly related. The relationship between the level of effectiveness and the level of service delivery was also found to be significant. The test of difference in assessment ratings between the administrators and employees showed no significant difference on the level of service delivery skills. In sum, the assessment, according to the results of the test of differences, there were significant differences among administrators and stakeholders, the employees and stakeholders.

Keywords:

Service, delivery, enhancing, program

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