Customer Service Satisfaction of Frontliners in a University in Cavite

Frontliners are people who work on the front lines of a business operation, primarily in customer service roles.  They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction

Community-Based Homestay Service: A Proposed Livelihood Project for the Dumagats

The study is founded on a sustainable eco-tourism built on indigenous peoples’ economic empowerment without compromising their cultural heritage. The main objective of the study was to assess the economic viability of the community-based homestay service as a livelihood project to help improve the quality of life of the Dumagats who are native residents of Daraitan. The main service of the project is to provide accommodation and campsite for tourists who usually go for trekking at Mt. Daraitan. The descriptive survey method was employed in this study. Validated survey questionnaires were given out to 430 local and foreign tourists who visited the nature reserve. Data were tabulated and analyzed using the descriptive statistics and financial ratios; such as liquidity ratios, test of return on sales, gross profit ratio, and return on capital. The financial assessment of the homestay service yielded an average of 21.7% return on sales; 83.47% gross profit ratio, and 79.37% return on capital. A portion of the profit will be appropriated for charitable purposes. Mt. Daraitan is one of the to-go-to spots in the Philippines, where nature still can be seen at its most pristine state. Results of financial estimates showed that the economic viability of the project, through development, preservation of the natural architecture of the park, and a livelihood program for the natives that inhabit the area, are very strong reasons to push through with the proposal