CLIENT'S SATISFACTION IN THE NO NOON BREAK POLICY AMONG FRONTLINE SERVICE OFFICES IN SANTIAGO CITY
Princess Kaye U. Batag, Jhana Marie P. Orani
Bachelor of Arts in Political Science, University of La Salette Inc., Santiago City, Isabela, Philippines
Abstract
This study examined client satisfaction with the implementation of the “No Noon Break” policy in frontline service offices in Santiago City, Isabela. Anchored on the provisions of Republic Act No. 9485 (Anti-Red Tape Act of 2007) and Republic Act No. 11032 (Ease of Doing Business and Efficient Government Service Delivery Act of 2018), the research aimed to determine how the policy influences the quality of service delivery and client experience. Using a descriptive-quantitative design, a stratified random sample of 171 respondents was drawn from a target population of 298 clients across five frontline offices of Santiago City Hall. Data were gathered through a validated survey questionnaire and analyzed using frequency counts, percentages, weighted means, and one-way ANOVA. Results revealed that clients rated service quality as Excellent in terms of timeliness (accommodation), goods (quality of outputs), knowledge and competence, fairness (first-come-first-serve), and consistency, while rated Good in transaction processing, sensitivity to goods, and impartial treatment. ANOVA findings indicated no significant difference in satisfaction levels across the offices (F(4) = 2.561, p = 0.074). The findings suggest that the policy contributes positively to efficient public service delivery and enhanced client satisfaction. However, areas such as impartiality and transaction efficiency require further improvement. The study underscores the importance of continuous monitoring and adaptive management to sustain service quality standards in local governance.
Keywords: Client Satisfaction, No Noon Break Policy, Frontline Services, Service Quality, Santiago City
Journal Name :
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EPRA International Journal of Multidisciplinary Research (IJMR)
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Published on : 2025-10-24
| Vol | : | 11 |
| Issue | : | 10 |
| Month | : | October |
| Year | : | 2025 |